Qantas Frequent Flyer
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If you're not satisfied with our service or product or you think there’s something we can improve at Qantas, it’s important we receive your feedback to improve the experience. We'll take your complaint seriously and work with you to find a solution. If your complaint relates to Qantas Frequent Flyer, Qantas Freight or Jetstar please contact the relevant team for assistance.
To submit a complaint, use our Customer Care form. Please provide as much information as to assist our investigation, including:
Once you’ve submitted your complaint via our Customer Care form, here's what you can expect:
A case reference number will be sent to the email address you provided, if you haven't recieved your email please check your Spam or Junk email folder.
Our Customer Care team will assess the information provided and work to offer a resolution as quickly as possible. We'll let you know if your complaint is more complex and requires more time.
Based on your circumstances, our team will provide information on what your rights and options are as we work to find an outcome.
If you’re not satisfied with the outcome after your case has been closed, you can reply to your most recent email from Qantas Customer Care that you would like your outcome reviewed.
Following this review, if you feel we haven’t been able to resolve an issue in the way you’d like, you’re able to contact an independent service like the Australian Airline Customer Advocate.
The Qantas Customer Care form allows you to make a complaint relating to your experience with Qantas. For other parts of the Qantas Group please contact: