Check Compensation
Qantas logo

Qantas Complaints

Rating - 1Rating - 2Rating - 3Rating - 4Rating - 5

Jump to complaints

Contact Information

Mailing Address:

395 King Street. London W6 0

Phone:

0800 964 432 UK
+1 800 227 4500 US

Qantas Complaints - Common Scenarios, Useful Tips, Contact Information

Qantas Complaints - Common Scenarios, Useful Tips, Contact Information

Amy Lancelotte
Written By Amy Lancelotte
Last Updated: November 01, 2024

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.

Making a Qantas complaint - know your passenger rights first

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.

Are you a recent Qantas passenger who’s experienced an inconvenient flight disruption? Check today to determine if you might be eligible to claim compensation.Check Your Flight

Which Qantas Flights are Entitled to Flight Interruption Compensation?

 

Covered by EU261

Covered by UK261

Compensation Eligibility

Flights arriving in United Kingdom airports

No

No

N/A

Flights leaving United Kingdom airports

No

Yes

Between £220 and £520

Flights arriving in European Union airports

No

No

N/A

Flights leaving European Union airports

Yes

No

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:

Flight Distance

Expected Compensation

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. 

Tips for making a Qantas after travel complaint

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

  1. Go to our homepage: www.AirAdvisor.com.
  2. Enter some preliminary info.
  3. Click on “Check Compensation.”
  4. Follow our simple steps to enter a bit more information, then submit.
  5. We will review all your complaint details and advise if anything further is needed.
  6. 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. 

Can’t face making a Qantas complaint yourself? Start your claim with us now, and let us handle everything for you.Check Your Flight

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.

Flight Compensation Calculator

Flight Compensation Calculator:

Check if you are entitled to flight delay compensation in just 3 minutes.
Free Instant Check

Free Instant Check

Free Instant Check

No Win, No Fee

Complaints

Farida Salim Secretary

EXCESS BAGGAGE REFUND

Oct 30, 2024
Documents Farida Salim
confidental
Dear Sir / Madam, Greetings from India,I am writing thismail, regarding my Excess Baggage amount was paid by me in Advance on 28th Sept 2024 for Adelaide toSydney domestic flight no. QF 748 on 29th Sept 24.The whole Story was, I had booked one (01) Excess Baggage piece in Advance from home (Adelaide) through my(Indian bank)  IDFC First Bank Creditcard of AUD $ 65 on 28th Sept 24 (Indian Rs. 3673.43). While at the Adelaide Airport on Departure date 29th Sept 24 at 7.30 pm, Qantas Airways staff said that Excess Baggage amount was not reflected in our system. I had shown my Bank debit message, and the staff tried to fetch data, but they couldn't. Due to time constraints, they asked me to pay again. So, I had to again pay AUD$ 65 (Indian Rs. 3777.36) from the same bank card for excess baggage receipt vide no. MBGFR5. They had given me reference no. MCBRPG for future contact and told me your amount was not shown in the system, these may be reversed within a week in your account. Now, yesterday, I received my monthly credit card statement,where the amount was debited twice.Hence, I may request please check the entry at your end, and act to restore / refund my first Excess Baggage amount of AUD$ 65 (Indian Rs. 3673.43) to my bank account.for your quick reference I am enclosed with a boarding pass, credit card statement, reference no. provided to me.
Preferred solution: Refund
Loss: 53 EUR
Vaughan F

Atrocious in flight meal and service

Oct 11, 2024
Documents Vaughan
This was the meal that was “given” to me. No word of what it was, it just handed to me. I know this is a short international flight, but this is absolutely disgusting from what used to be a reputable airline. Never again.
Preferred solution: Apology / Voucher
Kwok Wai Eddie Ng

the zipper head was broken upon arrival at Geraldton

Oct 10, 2024
Documents Kwok Wai Eddie
The flight was good and on schedule. However, the zipper head was found broken upon the baggage claim. I just wished to inform you about this issue. I am afraid this babbage cabin would be hardly useful later.
Preferred solution: Compensation
Loss: Euro 10 for replacing the zipper if possible EUR
Martin Nowland

Technical problems

Aug 28, 2024
QF10 was delayed until next day due to operational reasons. Qantas did offer hotel and transport but, advised this would be from 5pm that afternoon. I decided to make my own hotel and transport arrangements as it would be at least 5 hour wait for the airline to begin processing these requests
Tom Bromley

No reason given

Aug 27, 2024
Hello, I have uploaded the flight details & also recoverable cost for cancelled accommodation & train. The summary of the situation is as follows: Booking Reference: 5C2PGU I was booked to return to Australia on QF10 from London to Perth Tuesday 30/7/24, arriving into Perth 11.30am Wednesday 31/7/24. I was travelling with my parents Samantha & Trent Bromley who were on a seperate booking number to mine. We then had another booking for the Perth to Adelaide flight QF 886 departing Perth at 2.30pm & arriving Adelaide 6.45pm, Booking Reference: 5C94HP. On Sunday morning 28/7/24 at approximately 7.32am we received a text to say our flight was cancelled and Qantas were coming up with an alternative. I immediately rang Customer Care and after waiting 20 minutes got through to a representative who said that our option was to go a day earlier on the 29/7/24 on QF10, or go on the 30th via Singapore and arrive in at 12.45am and wait until 2,30pm for our Adelaide connecting flight or leave on Wednesday 31st on QF10 and arrive back into Australia Thursday night. My parents had planned to go back to work & run their business, which they had been away for for 3 1/2 weeks, so we reluctantly chose to cut our trip short & fly on Monday 29/7/24. I was also starting a new job too which I had to get back for. As a consequence we had to reschedule our planned nights stay in Bath, change train travel tickets and cancel our Heathrow hotel accomodation which we booked for our original booking. We wasted about 3-4 hours altering arrangements. We also received no refund for the cancelled hotel booking & had to pay well over an additional $602 AUD for the changed train tickets. Regards, Tom Bromley
Trent Bromley

Unknown

Aug 10, 2024
We were booked to return to Australia on QF10 from London to Perth Tuesday 30/7/24, arriving into Perth 11.30am Wednesday 31/7/24. We then had another booking for the Perth to Adelaide flight QF 886 departing Perth at 2.30pm & arriving Adelaide 6.45pm. On Sunday morning 28/7/24 at approximately 7.32am we received a text to say our flight was cancelled and Qantas were coming up with an alternative. I immediately rang Customer Care and after waiting 20 minutes got through to a representative who said that our option was to go a day earlier on the 29/7/24 on QF10, or go on the 30th via Singapore and arrive in at 12.45am and wait until 2,30pm for our Adelaide connecting flight or leave on Wednesday 31st on QF10 and arrive back into Australia Thursday night. We had both planned to go back to work & run our own business, which we had been away for for 3 1/2 weeks, so we reluctantly chose to cut our trip short & fly on Monday 29/7/24. As a consequence we had to reschedule our planned nights stay in Bath, change train travel tickets and cancel our Heathrow hotel accomodation which we booked for our original booking. We wasted about 3-4 hours altering arrangements. We also received no refund for the cancelled hotel booking & had to pay well over an additional $602 AUD for the changed train tickets. I also called Qantas 5 times as our son had lost his chance of a seat upgrade & his exit row seat as well. Qantas gave no reason for the cancellation.

List of airlines

Why Trust Reviews on AirAdvisor?

  • Professional auto and manual moderation
  • Equal opportunity and protection
  • Verified content
  • 320,000+ clients trust AirAdvisor
  • Only genuine complaints
  • Helping air passengers since 2017

Ready to claim your £520 (€600) now?

It takes less than 5 minutes

Claim compensation

AirAdvisor has been featured in:

  • CNN
  • Forbes
  • USA Today
  • Mirror