Customer Charter

Our commitment to you.

As Australia's leading premium airline, we're committed to meeting your expectations every time you fly. We continue to invest in our offering and strive to provide you with an exceptional level of service.

This charter sets out our commitment to you and what you can expect whenever you choose to fly on a Qantas (QF) coded service from anywhere in Australia.

1. We will never compromise on safety

Keeping you safe will always be our first priority. We will never do anything that undermines this core commitment to you.

In return, we expect our customers to behave in a manner that doesn't compromise the safety of other customers, our people or the operation of our aircraft. We have clear processes in place and will take appropriate action to keep everyone safe.

Thank you for respecting each other and our team, and helping to create a safe and positive environment for everyone.

2. We are committed to getting you and your bags to your destination on time

Our aim is to get you and your bags to your destination on time, every time. Find out more about our on-time performance.

3. We will look after you if things don't go as planned

Delays and Cancellations

Sometimes unforeseen circumstances can impact our on-time performance and cause flight delays or even cancellations.

If this happens, we'll do everything we can to fix the problem and keep you informed of developments and the options available to you. We'll use the contact details you provided in your booking to let you or your travel agent know.

If a delay or cancellation occurs, we'll provide you with assistance as set out in our Compensation and Refunds policy.

We'll provide you with any further assistance required by the laws of the applicable country in which your Qantas operated flight was disrupted.

Overbooked Flights

We take the utmost care in managing each flight, but on rare occasions a flight may be overbooked and we may need to seek a volunteer to change to another flight. In the unlikely event that there are no volunteers, we may need to ask a passenger to change to another flight. If this happens to you, we'll rebook you on the next available flight on our services at no additional cost to you.

Alternatively, if you no longer wish to travel, we'll refund your fare as set out in our Compensation and Refunds policy.

Change of Aircraft

Sometimes we may need to change the aircraft type you were booked to fly on. If this happens and there are insufficient seats in the class you booked in, we'll offer you the option to travel in a lower class or on the next available flight to your destination in the same class. If we cannot offer you a suitable alternative, we'll fully refund the fare. For more information, see our Compensation and Refunds policy and Conditions of Carriage.

Delayed Baggage

If you arrive at your destination, which is not your city of residence, and your baggage is delayed by more than 24 hours, we'll provide for your purchase of basic comfort items while we continue to track down your baggage.

This commitment to you is in addition to any other rights you have under our Conditions of Carriage.

Find out more about our Baggage Services.

4. We will look after you if you have specific needs

We warmly welcome customers with specific needs and have developed a detailed guide for customers travelling with a disability. We want you to be aware of the services we offer, so we can look after you most effectively.

Find out more information for customers with specific needs.

5. We are always on hand to help

We'll always be here to assist with your travel needs. If you can't find what you need on this website, you can call us 24 hours a day, 365 days a year from within Australia. When you're outside of Australia, you can speak to one of our local representatives.

Find out how to contact us.

6. We value your opinion

If you have feedback about our performance, or how we can better meet your expectations, we want to hear about it.

We strive to resolve your feedback or concern in the moment so we encourage you to speak to our staff when and where the issue occurred. Whether it be making a booking, at the airport, on board our aircraft or any other area of the Qantas service experience, our people are here to help and welcome the opportunity to make things right.

Alternatively, you may provide your feedback in writing by completing a Customer Care form.

Airline Customer Advocate

If you've raised your concern with us and we haven't been able to resolve your issue, you're eligible to submit a complaint to the Airline Customer Advocate scheme.

Find out how to contact the Airline Customer AdvocateOpens external site in a new window.

7. We will protect your personal information

We're committed to protecting the privacy and security of your personal information. This includes respecting the confidentiality of your feedback and personal preferences.

Find out more about our privacy policy.

8. We support environmental initiatives

We're an environmentally responsible organisation. We strive to minimise the environmental impact of our operations and have set targets and commitments to guide our performance. We encourage you to join us in reducing the impact of carbon emissions on the environment, including by participating in our 'Fly Carbon Neutral' scheme.

Find out more about our environmental commitments.

Explore our website for more information on our award-winning products and services.