Customer Commitment
We value the good relationship we enjoy with you, our Qantas Frequent Flyer members. And we understand that the key to a good relationship is openness. This statement affirms our commitment to sharing information with you.
Accessing Services
When you need to get in touch, we make it easy.
From anywhere in the world, 24 hours a day, you can access Your Account online to make an Award booking, see how many points you have earned, view Your Bookings, or update Your Profile.
You can also contact the Qantas Frequent Flyer Service Centre who will answer any queries you may have.
Responding to You
Your time is valuable, and we are committed to responding to you promptly.
You can update Your Profile instantly online. Requests made by telephone, fax or post will be actioned, where possible, within ten days of receipt at the Qantas Frequent Flyer Service Centre.
The Qantas Frequent Flyer Service Centre aims to ensure your telephone calls will be answered promptly by our professional and friendly staff. Under normal circumstances, over 75% of calls are answered within 60 seconds, however, response times can vary. Calls from top tier members are given priority.
Normally, your enquiries will be responded to and actioned within 30 days of receipt at the Qantas Frequent Flyer Service Centre. This gives us time to thoroughly research your enquiry and act or respond appropriately. Simple enquiries may well receive a quicker response.
Earning Points
It's important that you enjoy every opportunity to earn valuable points.
Use our points calculator to see how many points you will earn with each flight you take. Plus you have even more opportunities to earn points with our program partners.
When you earn points, we will update your points balance within 30 days of the Qantas Frequent Flyer Service Centre receiving notification from our program partners.
Using Your Points
You can really go places with your points.
You can use your Frequent Flyer points or Points Plus Pay (a minimum number of points applies) to book a Qantas & Jetstar Any Seat Award, for any available seat on any Qantas or Jetstar flight with a QF or JQ flight number. In addition, when booking a Qantas & Jetstar Any Seat Award, you can combine your Qantas or Jetstar flights with selected flights on other selected airlines for onward travel to other great destinations.* Qantas & Jetstar Any Seat Awards provide more flexibility for Award travel. You can also book a Qantas & Partner Classic Award, on Qantas, Jetstar, oneworld alliance airlines and other partner airline flights.
You can use points for over 1,200 products in Australia, and over 600 products in New Zealand, including popular retail store and travel vouchers and some great experiences from the Qantas Frequent Flyer Store. You can use the Points Plus Pay option for most items in the Store.
Or use your points for flight upgrades, or to purchase a Qantas Club Membership.
Award Availability
We recognise that the availability of seats for Award flights is very important to our Frequent Flyers.
Qantas & Partner Classic Award seats are limited. The number of Classic Award seats available depends on the flight, date, season and destination. Some flights may not have any Classic Award seats available. We constantly monitor the availability of Classic Awards on Qantas flights and have established processes whereby seat allocations are reviewed regularly to maximise the satisfaction of our members within reasonable commercial limits. Classic Awards are not available on some routes of partner and oneworld airlines.^
With Qantas & Jetstar Any Seat Awards you can use your Frequent Flyer points or Points Plus Pay (a minimum number of points applies) to book any available seat on any Qantas or Jetstar flight with QF or JQ flight number.^ In addition, when booking a Qantas Any Seat Award, you can combine your Qantas flights with selected flights on other selected airlines for onward travel to other great destinations.*
Keeping you up-to-date
You need up-to-date information to make the most of your membership.
Within Member Specials you'll find special offers for Qantas and Partner Classic Awards, hotel stays, car hire, travel and travel services, retail and entertainment, finance, business and real estate and more. Plus you'll find all the latest information about the Qantas Frequent Flyer program.
Our FAQs may also help answer some of the more common queries related to the program.
We will communicate news of any change to program structure, rules or conditions via this website, e-mail, the Frequent Flyer newsletter or personal mailings.
You can subscribe to receive e-mail updates, amend your existing e-mail preferences and update your Leisure and Sport interests via Your Profile at any time.
^ A particular itinerary may be available as more than one Award Type (ie Qantas & Partner Classic Awards or Qantas & Jetstar Any Seat Awards). Points required for each Award Type for the same itinerary may be different and each may have different fare conditions. The booking process for each Award Type may be different.
There is no fixed relationship between the money charged by the applicable airline for a seat and the points required to redeem an Any Seat Award through Qantas Frequent Flyer. Not all special promotional fares are available as Any Seat Awards. Fare conditions for Any Seat Awards are also different to the fare conditions of the money fares. Award Flights must be booked at least 24 hours before scheduled departure (some locations and fares require earlier advance bookings).
The points required for Qantas & Jetstar Any Seat Awards are variable and are only valid when quoted.
The number of Qantas & Partner Classic Award seats is limited and some flights may not have any Classic Award seats available. The seats made available for Classic Awards on Qantas flights may also be obtained through the Qantas & Jetstar Any Seat Award booking process (although points required are usually higher, and include taxes, fees and carrier charges). Different conditions apply to Any Seat Awards. Members can still choose to obtain those seats as Classic Awards in a separate booking.
