Caring For Your Customer

Qantas is dedicated to caring for your customer. This guide will assist you service your customer's needs to ensure a seamless travel experience.

Customer Care

We welcome your customer's feedback when travelling with Qantas and this can be given through the Customer Care FormOpens in a new tab or window. We aim to respond directly to your customer within 15 business days.

You can submit the form on behalf of your customer by entering their Qantas booking reference, passenger name, contact details, email address and Frequent Flyer number. Once submitted, your customer will receive an acknowledgement email with a reference number. Due to privacy, Qantas will contact your customer direct.

Claiming Qantas Points

Claim Qantas PointsOpens in a new tab or window for your customer’s flights if the points have not been credited to their account.

Baggage Services

Baggage ServicesOpens in a new tab or window can assist with your customer’s delayed, damaged or missing baggage.

Lost Property

If your customer would like to enquire about property that they might have left on board a Qantas aircraft or at an airport, you can contactOpens in a new tab or window Baggage Services – Lost Property Enquiries at the airport of their arrival.

Customer Charter

We are Australia's leading premium airline and we are dedicated to being the best.

We aim to meet your customer's expectations every time they fly. We continue to invest in our business and strive to provide an exceptional level of service.

We want you to know what your customers can expect whenever they choose to fly on a Qantas from anywhere in Australia. In our Customer CharterOpens in a new tab or window we set out our commitment to your customers and provide links to our website where more detailed information is available.