Scam assistance

What to look for if you suspect you've received a scam email, phone or social media post from Qantas.

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How to recognise authentic Qantas communications

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.

Seat selection fee receipt

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 you file attachments with seat selection fee receipts.

Qantas e-ticket

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 email address.

Fake Qantas Facebook pages

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 page.

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

Scam phone calls claiming to be from Qantas

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 SCAMwatch.

Scam text messages relating to mystery box prize

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 website and SCAMwatch