It’s never a good thing when your flight with Qantas results in the need to make a complaint. Many flights will go off without a hitch, but there are times when passengers should make an official Qantas complaint. This can be for anything from Qantas cancelled or delayed flights and luggage mishandling to unsatisfactory service anywhere in the journey.
Our goal is to make Qantas complaints easy on passengers by providing everything you should know about the entire process. Plus, if complaining yourself feels too daunting or time-consuming, AirAdvisor can complain on your behalf.
Here, we’ll explore why you should complain (one word - compensation), how to go about it, and ways to keep the process simple and straightforward.
What Can I Complaint About?
Maximizing your chances of getting compensation from Qantas can certainly help rectify any issues you’ve experienced. Here is a list of the most common reasons to complain:
- A flight delay: Up to £520 (€600) flight delay compensation applies in certain instances where your flight leaves either a UK or EU airport and the flight encounters a delay of at least 3 hours.
- A cancelled flight: As with flight delays, flight cancellations made by Qantas without at least 14 days prior notice may entitle passengers to compensation for expenses in addition to a new flight.
- Mishandled luggage: Qantas luggage complaints are also worth submitting to the airline. You can claim up to a maximum of £1,000 (€1,300), dictated by your flight route.
- Denied boarding: When a Qantas flight is overbooked, and you get bumped from your booked seat, monetary compensation may be possible of up to £520 (€600).
- Passenger experience issues: When the service you receive is less than acceptable, a Qantas complaint helps the airline improve their services, and as a thank you, they may issue you vouchers or future flight discount codes.
Knowing Your Rights as a Passenger
When your Qantas flight is cancelled or delayed, and your trip started in the EU or United Kingdom, even though Qantas isn’t based in either area, they are still bound by regulations that specify necessary compensation amounts. In the EU, this is Regulation EU261, and similarly, in the UK, it’s Regulation UK261.
Flight cancellations made without a minimum of 14 days advanced notice and flight delays of at least 3 hours upon arrival at your final destination trigger UK/EU 261, provided your flight leaves from a United Kingdom or European Union airport.
Mandatory compensation doesn’t end there, either. These regulations also cover instances of denied boarding when a Qantas flight is overbooked.
Additionally, due to the Montreal Convention, passengers can file a Qantas complaint for delayed, damaged, or lost bags. If your flight is internal to the EU, the max is €1,300, and for UK passengers, compensation of up to £1,000 is possible.
Which Qantas Flights are Entitled to Flight Interruption Compensation?
Covered by EU261
Covered by UK261
Flights arriving in United Kingdom airports
Flights leaving United Kingdom airports
Between £220 and £520
Flights arriving in European Union airports
Flights leaving European Union airports
Between €250 and €600
What Compensation to Expect
There is a further limitation for Qantas flights and that’s distance. Using the EU261 Regulation, here’s what passengers can expect when they depart from an EU airport:
Flights < 1,500km
Maximum of €250 per person
Flights internal to the EU > 1,500km
Maximum of €400 per person
Non-internal EU flights ranging from 1,500km to 3,500 km
Maximum of €400 per person
Non-internal EU flights > 3,500km
Maximum of €600 per person
Tips on Submitting a Qantas Complaint
Don’t get caught short when you file Qantas complaints - ensure you have all the documents and information required. Don’t forget:
- Submit your complaint right away. Although you technically have 6 years from the disruption date for flight interruption claims, sooner is better. When you leave it too long, documents and details may get lost.
- Don’t throw anything out. Keep your booking reservation info, any Qantas correspondence, photos of luggage damage, your boarding passes, luggage tags, etc.
- Contact details. Make sure that Qantas has your contact info in order to reach you in a timely fashion. Email is ideal, but a mobile phone number works too.
- Exercise your rights. It’s important to be clear and concise when recounting the details of any incident. Don’t be afraid to quote your passenger rights and be specific about your expected outcome, whether in the form of monetary compensation or something else.
Ways to Make a Qantas Complaint
The Qantas website has a useful section titled “Complaint, compliment and Claim Form.” This is suitable for scenarios including damaged or lost luggage, refunds, compensation, and the airport experience.
Qantas Complaints Email Address
Only certain countries have the option to email their Qantas complaints. These include Italy, Switzerland, France, and Germany, among others. It’s better to use the Qantas complaints form online, as you’ll receive a record of the correspondence, similar to email.
Qantas Complaints Phone Number
UK-based passengers can call Qantas for complaints at 0800 964 432. In the US, passengers can call 1-800-227-4500. In Australia, call 13 13 13. Each of these numbers is available 24/7.
Qantas Live Chat
Qantas does not have a live chat function on their website. Instead, consult their FAQs, use the online complaints form, or call them for assistance.
How to Submit a Qantas Complaints Form for Flight Delays or Cancellations
- Go to our homepage: www.AirAdvisor.com.
- Enter some preliminary info.
- Click on “Check Compensation.”
- Follow our simple steps to enter a bit more information, then submit.
- We will review all your complaint details and advise if anything further is needed.
- Our experts then deal directly with Qantas to resolve the complaint.
At AirAdvisor, we navigate the entire process on behalf of our clients, and we only take a small payment percentage when your claim is successful.
Qantas Complaints Response Time
Qantas aims to respond to all customer complaints within 15 business days. Sometimes, it can be less.
FAQs: Qantas Complaints
What’s the most effective method of making Qantas complaints?
Partnering with AirAdvisor is a great option. We’ll take over the whole Qantas complaints process for you. On the other hand, when you want to go it alone, submit a complaint using the Qantas complaints form online.
What’s the best way to contact Qantas with a complaint?
To speak with someone 24/7, call 0800 964 432 in the UK, 1-800-227-4500 in the US, or 13 13 13 in Australia. You can also use the Qantas complaints form online.
What’s the response time for Qantas complaints?
For most correspondence sent to Qantas, the response time is 15 business days.
Is complaining to Qantas worth it?
Yes! Other than receiving compensation of up to £520 (€600) for flight interruptions leaving an EU or UK airport, filing a Qantas complaint helps them improve their service.
Does Qantas have live chat?
No, the airline doesn’t have any live chat available. Use the Qantas complaints form online or call them instead.