How do I get in touch with Qantas?

Live chat

Qantas offers a live chat service called “WebChat” between 7am and 7pm, Australian Eastern Standard Time (AEST). Access this service by going to this page: https://www.qantas.com/au/en/frequent-flyer/discover-and-join/webchat.html

Qantas Hotels has a separate live chat facility available here: https://www.qantas.com/hotels/enquiries/new . This operates between 8:30am and 5:30pm AEST.

If the service is available, you will see a pop up appear on the page allowing you to register your details. We recommend accessing this service as close to 7am as possible in order to minimise your queueing time.

Phone

Qantas operates call centres out of Hobart, Auckland (New Zealand), Manila (Philippines), Suva (Fiji), and Cape Town (South Africa). There is no ability to choose the call centre you are routed to, but generally speaking Qantas’ top tier customers are most likely to be handled by the more experienced Hobart call centre. Significant expertise was lost in the overseas call centres due to staff cuts during the pandemic, so many of the current agents lack the ability to handle extremely sophisticated queries.

When contacting an airline over the phone, we always recommend having your reservation details handy to refer to, including the names of all passengers. In particular, you should have the 6 character alphanumeric booking reference, known as a “PNR” handy to quote to the agent. You get extra brownie points for using the NATO phonetic alphabet when quoting the booking reference, as letters can sometimes be difficult to hear/distinguish over the phone.

List of contact numbers for Qantas:

• Reservations (existing and new bookings): 13 13 13 (open 24×7)
• For Qantas Frequent Flyer enquiries: 13 11 31 (7am to 7pm AEST, Monday to Saturday, excluding public holidays)
• Lost property: Phone numbers are airport specific. Qantas has a list available here: https://www.qantas.com/au/en/support/contact-us/lost-property.html
• Baggage services: 1300 306 980 (9am to 5pm AEST every day)
• Qantas Hotels: 1300 738 206 or +61 2 8059 0182 (8:30am to 5:30pm AEST every day)
• PSSTT Secret Tip: Having trouble getting through to Qantas? Qantas also maintains a set of phone numbers for priority/urgent enquiries. If you have a genuine need, get in touch with a representative at the airport check in desk and ask nicely for the latest 1300 priority contact number. They will provide you this at their discretion – please do not argue with them! Otherwise, please feel free to get in touch with us and we may be able to help.

SMS

Yes you can text Qantas basic requests like seat assignments! Send a message to 0477 726 827 (0477 QANTAS).

Email

Qantas has a number of email addresses available to handle customer queries. Response speeds vary.

• For frequent flyer related enquiries, send an email to frequent_flyer@qantas.com.au
• For baggage services, send an email to baggageclaims@qantas.com.au

Web form

If you don’t mind waiting (potentially for a significant amount of time), Qantas offers a web form for complaints, compliments and compensation claims. We recommend avoiding this channel for any enquiries that can’t be solved in one interaction (e.g. if you want to discuss potential options, etc). The web form is available here: https://www.qantas.com/au/en/support/contact-us/customer-care-feedback-form.html#

Qantas also has a form for Qantas Frequent Flyer related enquiries, available here: https://www.qantas.com/au/en/support/contact-us/frequent-flyer-membership.html

On Social Media

You can direct message your enquiry to Qantas using Facebook or Twitter.

Facebook link is https://www.facebook.com/Qantas/ (click the “message” button).

Twitter link is https://twitter.com/Qantas (click the envelope icon).

Remember to send direct messages rather than leave public messages on these channels! Leaving personal booking information on the public sections of these social media pages may lead to loss of personal data and/or interference with your booking by third parties.

Escalations

If you’re not happy with how an agent has handled your request, first of all, consider if you’ve been fair:

• Could the agent have reasonably done what you have asked for?
• Was what you were asking reasonable? Negotiating for a business class upgrade because Qantas has cancelled your flight is one that many people try on, but almost never works!
• Did you give Qantas a reasonable opportunity to sort out your enquiry through the normal channels?

If you believe you have acted fairly and exhausted all options, these are your next options:

• Email a member of Qantas’ senior management team. Try their first and last name followed by “@qantas.com” (no spaces – e.g. janedoe@qantas.com). They won’t personally read your email, but the email will be routed through to a more experienced customer management team for resolution.
• Approach the independent Airline Customer Advocate, available at https://www.airlinecustomeradvocate.com.au/General/Default.aspx . Complaints raised there are routed to a special team to handle. This service is free of charge but for their sake and yours, ensure you can clearly and succinctly articulate your issue before submitting anything to them. This will help speed up the processing of your complaint.
• Approach your state or territory small claims tribunal to see if you can make a claim against Qantas. Note that this comes at a cost and you’re not guaranteed a win. You should only pursue this path if you are very clear about what rights you have and what loss you’ve suffered. Qantas will almost always try to work out a solution with you before any hearing, provided that your claim is a reasonable one.
• Litigate through the court system. Note that this is an absolute last resort as cases are expensive and if you lose, you may be liable to pay Qantas’ costs.

Remember not to abuse these channels! You will most likely only have one go using each of the channels, so make sure you’ve tried resolving your issue through the regular avenues first, leaving only the really hard issues for these channels.

Other Handy Resources

• The team at Point Hacks has a great list of contact numbers available: https://www.pointhacks.com.au/frequent-flyer-program-phone-details/

Are any of the details above out of date? If so, get in touch and let us know, so all travellers can benefit!

The PSSTT Insider KnowHow pages contain knowledge about airlines, hotels, airports, restaurants and cities that we’ve collected over many years. We regularly review this to keep things up to date but information can sometimes become obsolete. If you need definitive information, please always get in touch with your travel service provider!