Advice and warnings on scams

From time to time we are made aware of email scams and social media posts that claim to be authentic Qantas communications. These may ask customers to visit an external site and download a file or confirm customer details.

We will never ask customers to click a link to download a file about bookings from a website, including our own. We send important documents that relate to your booking as Adobe Acrobat (PDF) files that you can download directly.

Below are some examples of scams that have recently been sent out to customers. If you receive one of these emails we recommend you delete it immediately and do not open it or download the attachment.

You can also refer to our FAQs:

Scam phone calls or suspicious emails.

Emails received that I believe are not from Qantas.

We're aware of scammers pretending to be Qantas in emails and SMS messages, and offering things like cash gifts, discounts, bonuses, and loyalty points. 

These emails and SMS messages may look like they are from legitimate Qantas addresses (like Customer Care, MyQantas, Qantas). They also contain links that lead to websites that may look like a login page for Qantas Frequent Flyer / Qantas. These are not genuine Qantas websites.

Qantas has reported these scams to the Australian Cyber Security Centre (ACSC).

If you're not 100% sure something is genuine, please don't click on any links. Genuine Qantas offers can usually be found on our website.

Cyber Safety Tips:

• Is the sender suspicious or unknown? Verify the sender – check sender name and sender email address to see if they match / look suspicious.
• Is the offer / request unexpected or unusual? Are they requesting personal, sensitive or financial information about you or asking you to click on links / download attachments.
• Is there a sense of urgency? Look out for wording with urgency to lure you or make you panic.
• Hover over links to check them (to see the real URL address behind the link). Never click on suspicious links or attachments / attachment images or scan suspicious QR codes.
• Greetings and Signatures: Are they generic? If you need to contact Qantas, always source contact details from our official Qantas website.

The following are examples of email subject titles for potential scam emails:

• Join Our 103rd / 104^th Anniversary Celebration with This Special Offer
• Exciting news: Qantas Memberships Upgrade && Special Gift!
• Qantas Insider: Your exclusive Update Is here
• Your September Qantas gift card is ready
• Congratulations! Claim Your Coupon Today
• You have 2 unclaimed bonuses from Qantas!

The following are examples of URLs that aren't real Qantas websites:

• moc[.]wrq[.]mybluehost[.]me
• qantasrewards[.]duckdns[.]org
• quantasexpressgifts[.]com
• entregas.marcadelorg.com
• qantasairline[.]duckdns[.]org
• giftqanatas[.]com[.]au

If you believe your Qantas Frequent Flyer account may have been compromised, call the Qantas Frequent Flyer Service Centre immediately on 13 11 31 (within Australia), or +61 2 9433 2329.

If you have provided any payment details to scammers or believe your payment details have been compromised, you should report suspicious transactions to your financial institutions.

For more information on keeping your Frequent Flyer account secure, visit our  Member Account Security page.

You can also report a scam to Scamwatch.

If you believe your personal identity information or other personal information may have been compromised, stolen or misused, you can also contact IDCARE (for Australian and New Zealand residents).

We're aware of scammers using the Australian phone number 1800 227 450. The scammers are using this number pretending to be from Qantas trying to access customer bookings and obtain payment details by deception.

If you're in the United States, Canada and Mexico, we advise you call the Qantas Contact Centre by dialling +1 800 227 4500. Alternatively, if you'd like to call us from other countries, please refer to Qantas global contact numbers.

You can report a scam to Scamwatch.

If you have provided any payment details to the scammers or believe your payment details have been compromised, you should report suspicious transactions to your financial institutions.  

If you believe your personal identity or personal information has been compromised, stolen or misused, you can also contact IDCARE. Note: IDCARE is only able to assist Australian and New Zealand residents.

We're aware that some frequent flyers are receiving SMS messages and emails claiming to be from Qantas relating to a bonus Qantas Points offer or Qantas Points expiry. These SMS messages and emails contain links which lead to websites which may look like a login page for Qantas Frequent Flyer.

These SMS messages and emails are not being sent by Qantas. Recipients are advised not to click on any links and to not log into your account from this link. Qantas will never send you an SMS to log into your Frequent Flyer account.

The following are examples of URLs that aren't authentic Qantas websites:

• account-qantas[.]info
• account-qantas[.]net
• account-qantas[.]org
• account[.]m-qantas[.]com
• account[.]m-qantas[.]info
• account[.]m-qantas[.]net
• help-qantas[.]com
• i[.]help-qantas[.]info
• i[.]m-qantas[.]com
• m-qantas[.]com
• m-qantas[.]info
• m-qantas[.]net
• m-qantas[.]org
• m[.]account-qantas[.]info
• m[.]account-qantas[.]net
• m[.]account-qantas[.]org
• m[.]help-qantas[.]com
• m[.]help-qantas[.]info
• m[.]qantashelp[.]online
• qantashelp[.]online
• qantasservice-incenter[.]cc
• w3zx[.]top

If you believe your Qantas Frequent Flyer account has been compromised, call the Qantas Frequent Flyer Service Centre immediately on 13 11 31 (within Australia), or +61 2 9433 2329. For more information on keeping your Frequent Flyer account secure, visit our Member Account Security page.

You can also report a scam to Scamwatch.

If you believe your personal identity or personal information has been compromised, stolen or misused, you can also contact IDCARE. Note: IDCARE is only able to assist Australian and New Zealand residents.

We are aware that some customers are receiving emails claiming to be from Qantas relating to a ‘Qantas Trip Reminder’ (booking). The email sender name is ‘QANTAS AIR’ and the sender email address is ‘support@journeyfoundation.com’. The email contains a number of links (including to ‘Confirm/Modify Booking’), which link to ‘qantasair.net’. This website is not an authentic Qantas website and these emails are not from us.

Recipients are advised not to respond to this email or to provide personal or financial details. 

To manage your booking, visit qantas.com and select Manage Booking, then enter your details and follow the relevant steps. 

You can report a scam to ScamwatchOpens in a new tab or window.

If you believe your personal identity or personal information has been compromised, stolen or misused, you can also contact IDCAREOpens in a new tab or window. Note: IDCARE is only able to assist Australian and New Zealand residents.

We've been made aware of fraudulent offers circulating on websites and social media, inviting people to invest in Qantas bonds at a very high rate of return.

These offers are clearly fake as we don't offer bonds to the general public or retail investors, and therefore these offers should be regarded as a scam.

We're working with authorities in this matter. You can find more information about scams of this kind from the Australian Securities and Investment CommissionOpens in a new tab or window (ASIC).

If you believe you're a victim of this bond scam, report the scam to ASIC to help them identify the scammer and prevent the scam from spreading. 

You can easily identify this as a scam by the following details:

• There is no reference to the customer name, booking reference or itinerary details.
  
• The details show incorrect amounts paid for seat selection.
• We never send file attachments with seat selection fee receipts.

How to recognise an official Qantas e-ticket and itinerary:

• Emails will have a PDF attachment, never a .zip file.
  
• Your booking reference and travel itinerary will be included.
• Our emails will come from a qantas.com.au email address.

We are aware that some customers are receiving phone calls claiming to be from the Qantas Refund Team. The callers are asking customers to provide their credit card details so that their refund for a cancelled flight can be processed. These calls are not from us.

Recipients are advised not to provide personal or financial details and not to respond to these phone calls.

If a Qantas Consultant calls a customer directly to discuss their booking, they will always verify the customer's identity before providing or discussing any booking details. If you need to speak to a Qantas Consultant directly, call 13 13 13 within Australia or your local Qantas office.

We are aware that some customers are also accessing websites claiming to be Qantas websites. These websites list 'TOLL-FREE' 1800 numbers for the customer to call for their flight cancellation refunds. These websites and numbers are not authentic Qantas websites or numbers.

To manage your booking including any refunds, visit qantas.com and select Manage Booking, then enter your details and follow the relevant steps.

You can report a scam and find more information at ScamwatchOpens in a new tab or window.

If you believe your identity or personal information has been compromised, stolen or misused, you can also contact IDCAREOpens in a new tab or window. Note: IDCARE is only able to assist Australian and New Zealand residents.

Reminder: When you make a Qantas booking, you'll be issued a booking reference (also known as a passenger name reference (PNR)). This reservation code serves as a unique passenger identifier and can be used to access and update your personal information. We recommend that you do not disclose your PNR to anyone else and that you do not post a photo of your boarding pass or ticket on social media.

We are aware some customers are receiving emails that appear to be from Qantas. These emails are not genuine and encourage customers to click on a link which requests personal frequent flyer information.

We advise recipients not to click on the link and not to provide any personal information in response.

Unfortunately, scammers can spoof their email display name which makes it confusing for the recipient to recognise when a legitimate email has been received and when it is a phish (scam). These emails – because of the email display name – can then be grouped with genuine emails sent by Qantas.

We’ve so far identified emails with the following subjects as belonging to this phishing (scam) campaign:

• "Don't let your Relief Bonus go to waste"
• “Your Personal Coronavirus Relief Bonus is 1 Free Flight to New Zealand”
• “Amazing Christmas Giveaway at Qantas”
• “Qantas Anniversary Celebration Giveaway”

If you’d like more information about how to protect yourself online, visit the Australian Government’s Stay Smart Online website and ScamwatchOpens in a new tab or window.

Sometimes fake Qantas Facebook pages will make offers to the general public. Please disregard any offers or posts shared by these pages. We work with Facebook to ensure these pages and content are removed as quickly as possible. There is only one official Qantas Facebook pageOpens in a new tab or window.

For more information about how you to protect yourself online, visit Stay Smart Online, an Australian Government website.

We are aware that some customers are receiving automated phone calls purporting to be from Qantas. These calls are not from us, and can easily be identified as unauthentic. Qantas consultants will always call customers directly to discuss their bookings and do not use an automated phone system when contacting customers proactively.

Recipients are advised not to provide personal details or respond to the automated prompts.

Scammers use a range of mechanisms, including "harvesting" programs that scour numerous sources on the Internet, to look for customer information. It is also often the case that the recipients of the scam are not customers of the company purporting to make the phone call - which is why individuals who are not necessarily Qantas customers might have also received a phone call.

You can report a scam and find more information at ScamwatchOpens in a new tab or window.

We are aware some customers are receiving text messages that appear to be from Qantas, suggesting they have won a ‘mystery box’ prize.

These messages are not genuine and encourage customers to click on a link which requests personal information.

We advise recipients not to click on the link and not to provide any personal information in a response.

Unfortunately scammers can change sender ID names which makes it confusing for the recipient to recognise when a legitimate message has been sent and when it is a scam. These messages – because of the sender ID name – can then be grouped with genuine messages with Qantas.

If you’d like more information about how to protect yourself online, visit the Australian Government’s Stay Smart Online websiteOpens in a new tab or window and ScamwatchOpens in a new tab or window.

Puppy scams have been around for many years and are now more sophisticated than ever before, so it’s important to be aware of pet travel scams and what signs to look for.

Visit Qantas Freight for more information on pet scams.