Qantas Customer Remediation Program

Qantas has launched a customer remediation program in connection with the resolution of a legal action commenced by the ACCC.

For flights scheduled to depart between 1 May 2022 and 10 May 2024, more than 86,000 customers who made a booking on a flight departing Australia two or more days after the cancellation decision had been made will be compensated as part of this program. Those impacted customers will receive $225 for domestic/trans-Tasman flights and $450 for international flights. This is on top of any refund or alternative flight already offered to these customers.

Payments will be available through a dedicated online portal facilitated by professional services firm, Deloitte, and will be independently audited. Qantas will be notifying impacted customers via email from June 2024 with details about how they can lodge a claim.

Eligible customers were contacted from 30 June 2024 through the first week of July 2024 via email and/or SMS from Qantas and Deloitte. These communications contained instructions on how to claim their payment through the Remediation Portal.  You are required to register on the portal by 30 June 2025 to receive your remediation payment. Note: The end date for the Qantas Customer Remediation Program has been extended from 7 May 2025 to 30 June 2025.

If you did not receive an email or SMS, you may still be an eligible customer, and you are able to sign up to the Remediation Portal to check whether you are eligible. Once you have signed up to the Remediation Portal, please complete the Web Form to provide Deloitte with information to enable them to verify whether you are eligible. 

If you have any questions about the Program, click below to be taken to the Deloitte Remediation Portal.

You can also contact Deloitte’s dedicated support team for assistance. Simply send a message via the Remediation Portal page or contact Deloitte at 1800 958 524 if you have questions or are having difficulties accessing the Remediation Portal. Deloitte’s operators are online between 9am and 5pm (AEDT) Monday to Friday excluding Victorian Public Holidays.