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Qantas complaint — Australia

How to file a formal complaint for Qantas customers in Australia. Verified contact lines, timelines, and the regulator path if Qantas cannot resolve your case.

✓ Verified from official source· Mon–Sun 24h
Call Now · 13 13 13

How to file a formal complaint against Qantas

  1. Step 1: Call customer service first
    Dial 13 13 13 and ask the agent to escalate to a supervisor. Note the agent name and case ID — you'll need them at every later step.
  2. Step 2: Submit a written complaint
    Qantas must acknowledge a written complaint within 5 business days under most national consumer rules. Send via certified mail or the brand's secure-message portal and keep proof.
  3. Step 3: File with the regulator
    Open a case with Airline Customer Advocate at https://airlinecustomeradvocate.com.au/. The regulator will not adjudicate your specific dispute in most cases, but the brand must respond in writing within 30 days.
  4. Step 4: Small-claims court or ombudsman
    If the dispute is under the local small-claims threshold, file at your local court. Most brands settle in writing before the hearing rather than send a lawyer.

Related FAQs

What is the real Qantas customer service number?

13 13 13 — published on https://www.qantas.com/au/en/support/contact-us.html and verified on the date shown at the top of this page.

Is Qantas customer service 24/7?

Mon–Sun 24h

How do I talk to a real human at Qantas?

Dial 13 13 13 and press 0 repeatedly, or say 'agent' / 'representative' at the IVR prompt — most airline IVRs route to a human within 5 minutes during business hours.

Is calling Qantas free?

Calls are charged at your carrier's standard rate; check the table above for the hours that match your time zone.

Can I email Qantas?

Qantas prefers phone and in-account chat; email is available via the contact form on https://www.qantas.com/au/en/support/contact-us.html.

How long does a Qantas refund take?

7 business days for cards, 20 for other payments for card refunds; instant for account credit; up to 30 days for disputes that go through the regulator.

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