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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 and 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 Qantas Points

It's important that you enjoy every opportunity to earn valuable points.

Use our Earning 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 Qantas Points

You can really go places with your points.

You can use your Qantas Points to book a Qantas & Partner Classic Award#, or a Qantas & Jetstar Any Seat Award.~
With an Any Seat Award you can also use a mixture of cash and points with Points Plus Pay.≠ Minimum points levels apply.

You can also use points for over 3,000 products in Australia, and over 1000 products in New Zealand, including popular retail store and travel vouchers and some great experiences from the Qantas Store. You can use the Points Plus Pay option for most items in the Store. Qantas Store conditions apply.

Or use your points for Flight Upgrade Awards, 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.

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 Any Seat Awards you can use your Qantas Points to book any available seat on any Qantas or Jetstar flight with a 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.

Classic Award or Any Seat Seat Award flights may be available for the same itinerary, and a different number of points may be required for each. Different fare conditions and a different booking process may apply for each Award type. For additional information see Classic Awards, Any Seat Awards.

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 & 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.

Important Information:
# Classic Award seats are subject to capacity controls and availability is limited, particularly around peak times such as school and public holidays. Some flights may not have any Classic Award seats available. The ability to redeem taxes, fees and carrier charges for travel entirely within Australia and selected international flights (commencing in Australia) is only available when booking at qantas.com and ‘Search Qantas & Partner Classic Awards' is not selected. For domestic New Zealand Classic Awards, the ability to redeem taxes, fees and carrier charges with Qantas Points is only available on qantas.com when the ‘Search Qantas & Partner Classic Awards' checkbox is ticked before searching for flights. Classic Award seats must be booked at least 24 hours before scheduled departure (and other advance booking requirements may apply), unless you are booking on qantas.com where you can book up to 2 hours before departure for domestic flights or up to 4 hours before departure for international flights. Applicable pricing will be displayed during the booking process on qantas.com. To find out more about Classic Awards, visit qantas.com/classicawards.
~ Any Seat Awards are available on any flight with a QF or JQ flight number. As long as there is a seat available for sale, you can book an Any Seat Award. The points required for an Any Seat Award includes taxes, fees and carrier charges (except any local airport fees or charges collected at the time of check-in), are subject to change and are quoted at the time of booking. Any Seat Awards seats must be booked at least 24 hours before scheduled departure, unless you are booking on qantas.com where you can book up to 2 hours before departure for domestic flights or up to 4 hours before departure for international flights  (some locations require earlier advance booking). Qantas Points may not be earned on some fare types or on some oneworld® alliance or airline partner flights. See the Airline Earning Table  for eligible flights and earning classes. 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 cash fares. See qantas.com  for more information and full terms and conditions.
Points Plus Pay allows you to choose the number of points you redeem above a specified minimum level and pay for the remainder of the fare with an approved payment card (including VISA, MasterCard or American Express) to obtain your Award. The minimum number of points required starts from 5,000 points per booking and is subject to change. A booking that includes non-Classic Award fares (commercial fares or Any Seat Awards) and a Classic Award is eligible for Points Plus Pay, however the minimum points required are equal to the points value of the Classic Award flight(s).
*A limited number of seats on selected partner airlines (as offered by Qantas at the time of booking) may be combined with your Qantas or Jetstar flights in a Qantas & Jetstar Any Seat Award. Partner airline flights which may be combined with Jetstar flights in an Any Seat Award are more limited than those which may be combined with Qantas flights. Jetstar airline partners currently include Jetstar Asia (3K), Valuair (VF), Jetstar Pacific (BL), Jetstar Japan (GK) and Qantas (QF) - refer to available flights at the time of booking for applicable airline partner flights.

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