Customer Charter and Frequent Flyer Customer Commitment
We are Australia's leading premium airline and we are dedicated to being the best.
We aim to meet your expectations every time you fly, and so we continue to invest in our business and will always strive to provide you with an exceptional level of service.
With this charter, we want you to know what you can expect whenever you choose to fly on a Qantas (QF) coded service from anywhere in Australia. Below we set out our commitment to you and provide links to our website where more detailed information is available.
Find out more about our full customer offering.
1. We will never compromise on safety
Safety will always be our first priority. We will never do anything that undermines this core commitment.
2. We are committed to getting you and your bags to your destination on time
Our aim is to get you to your destination on time, every time, with your baggage. Find out more about our on-time performance.
3. We will look after you if things don't go as planned
Delays and Cancellations
We are committed to on time performance however sometimes bad weather, natural disasters, technical problems, operational and other issues can cause flight delays and even cancellations.
If this happens, we will do all we can to fix the problem and keep you informed of developments and the choices that are available to you.
If we become aware at least two hours ahead of your scheduled departure time that your Qantas operated domestic flight will be delayed more than 45 minutes or cancelled, we will use the contact details you provided in your booking to let you or your travel agent know.
We will also do this for international departures from Australia, if we become aware at least four hours ahead of your scheduled departure time that your Qantas operated flight will be delayed more than 60 minutes or cancelled.
If your flight is cancelled, we will offer an alternative flight on our services to get you to your destination at no additional cost to you. If we cannot offer you suitable alternative arrangements we will provide you with a full refund for the affected flight.
In the unlikely event that your flight is delayed overnight for reasons within our control and you are away from your home port, we will provide you with meals, accommodation and transfers.
If your travel with Qantas is disrupted for reasons that are outside our control and you are away from your home port, we will provide overnight accommodation.
We will provide you with any further assistance required by the laws of the applicable country if your travel on a Qantas operated flight is disrupted outside Australia.
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, and you arrived on time for your confirmed flight with all required documentation, we will 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 will refund your fare.
Change of Aircraft
If there are insufficient seats in the class in which you booked, for example due to a change of aircraft, we will 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 suitable alternative arrangements, we will fully refund the fare for your affected flight.
If you arrive at your destination, which is not your city of residence, and your baggage is delayed for more than 24 hours, we will provide for your purchase of basic comfort items while we continue to track down your baggage.
These commitments to you are in addition to any other rights you have under our Conditions of Carriage. Read more about our Conditions of Carriage.
4. We will look after you if you have specific needs
We warmly welcome passengers with specific needs and have developed a detailed guide for customers with a disability, as we want you to be aware of the services we offer, so that 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 will always be here to assist you with your travel needs. If you can't find what you need on qantas.com, you can call us 24 hours a day, 365 days a year, in Australia on 13 13 13. When you are overseas you can speak to one of our local representatives.
Find out how to contact us.
6. We value your opinion
If you have a problem with our performance, we want to hear about it, as your feedback helps us to identify and address issues with our service. You can call our dedicated Customer Care team during business hours in Sydney on +61 2 9691 3399, write to us at the address provided below, contact us via Qantas.com or follow us on Twitter - @Qantas.
Our aim is to resolve any complaint or concern where it happened so we encourage you to speak to our staff at the point where the issue has occurred. Whether it be making a booking, at the airport, onboard 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.
We will acknowledge your feedback within 5 business days. While we endeavour to resolve your complaint as quickly as we can, every case is different and some more complicated matters may take longer to resolve.
Contact Customer Care, or write to:
Qantas Customer Care
10 Bourke Road
Mascot NSW 2020
The Airline Customer Advocate
The objective of the ACA Scheme is to facilitate, in accordance with the Complaints Process, the efficient resolution of complaints about Airline Services that have not been resolved by direct communication between the Eligible Customer and the Airline under the procedure provided in the Airlines Customer Charter.
You can contact the ACA at www.airlinecustomeradvocate.com.au or write to them at:
Airline Customer Advocate
Level 18, 363 George Street,
Sydney NSW 2000
7. We will protect your personal information
We respect your personal information and treat it with the utmost security. You have the right to access and correct the personal information we hold about you and we will respond to your request within 10 business days.
Find out more about our privacy statement.
8. We support environmental initiatives
Qantas is committed to being an environmentally responsible organisation across all levels and functions of our business. We aim to minimise the environmental impact of our operations and have targets and commitments to guide our performance. You have the opportunity to join us in reducing the impact of carbon emissions on the environment with our "Fly Carbon Neutral" scheme.
Find out more about our environmental commitments.
For customers who require more information regarding the charter, contact Qantas Customer Care and we can send you our Customer Charter and any related information you require.
Frequent Flyer 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.
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 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.
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.
# 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.