You can opt out anytime. Browse our airport guides and lounge network information. Please note that toll-free calls should be made from a landline. the airline usually puts more resources into customer service. Search Qantas timetables for Qantas, QantasLink and Jetstar flights. You can reach your Qantas agency for queries, flight ticket bookings, reservation changes, and refunds, or just to give feedback. In this guide well explore how refunds work with Qantas and let you know what Wise can do to help make travelling abroad cheaper. "Take the money in the hand as it's available.". these are some of the issues you may want to complain about to Qantas. Vietnam Ho Chi Minh. Qantas Airways Limited is the flag carrier airline of Australia and its largest airline by fleet size, international flights and international destinations. Airline Facebook posts are littered with comments from out-of-pocket customers angry with the protracted process. to: Customer Care A: Holding times for Qantas may increase to 1-2 hours during peak hours (late afternoon on weekdays). Alternatively, send a direct message to Qantas Support on Twitter or via Facebook Messenger. 10 out of 10, Qantas. Read our full coverage of the coronavirus pandemic. Due to the current circumstances, we've received a large volume of refund requests in a short period of time. Terms and conditions apply. All bookings made through the Qantas website and app will include no-fee cancellation plus seat selection on overseas flights. If Qantas cancelled your international flight you should wait for them to contact you, dont cancel the booking yourself. Fly with us and discover the Qantas difference. We appreciate your patience. By David Flynn, September 29 2020. Germany Frankfurt. Upgrade my browser. For international travel you may have rights under the Warsaw or Montreal Convention. Earn Qantas Points on our huge range of accommodation options worldwide. Whether youre booking your next holiday or flying for business or pleasure, you could be earning points on all sorts of things with our partners. Ways to check-in for your flight including online and on your mobile. Our 2nd flight in this booking was with Qantas, Christchurch New Zealand to Sydney Australia. I use Qantas as they make an effort to ensure customer satisfaction. Find out more about our award-winning First and International Business cabins and more classes of travel on Qantas. To discuss your complaint you can call the ACA phone number 1800 813 129 (Australia). For all Australian domestic flights and international flights from Australia, we will also provide you with the following assistance. Qantas advises their current processing time for refunds is eight weeks. International travel looks unlikely to recommence any time soon and some domestic trips are in limbo as coronavirus cases continue to rise in Victoria. Never share personal details on Facebook public wall, or on Twitter feed. We still receive reports of long call wait times with Qantas. A: If youre a Qantas Platinum Frequent Flyer (with Premier Credit Card) you are entitled to contact a support team dedicated to FF members only. Browse our travel recommendations for Australia and beyond. Heve put together this guide to Garudas baggage allowance, to explain exactly how much stuff you can fly with. Get ready for your big adventure with our dedicated family section. Alternatively, you can send an email to [email protected]. Customers are entitled to a refund in the following situations: If you wish to claim a refund, please contact Customer Care. Upgrade your web browser for an enhanced experience. Bookcar hire,car specials,commercial vehiclesandairport transfers. I called up customer support and they gave me an option of either getting a travel voucher or a full refund as the flight was canceled by Qantas. Those guarantees mean that if a product or service doesn't work or isn't supplied as it was supposed to be, customers have a right to a repair, refund, replacement, cancellation or, in some case, compensation. A: Qantas phone number in Singapore: +65 6415 7373. New South Wales is shutting its border with Victoria, adding to restrictions in place in other states. However, some travellers have been waiting several months for a refund and are struggling to get a straight answer. Timetables; Timetables; Qantas Explorer. 79, Jakarta 12920, Indonesia. If we are unable to carry you and you have a confirmed reservation. Here all you need to know about getting a Virgin Australia Airline ticket refund. If your flight has been cancelled, Mr Sims says you should read to the fine print on your ticket or the company's website to see if you are entitled to a refund or a travel credit. I really appreciate the fantastic support of the crew on this and the connecting flight as well as the customer service operators who got me where I needed to be! Common problems addressed by the customer care unit that answers calls to +1 [850 (387)4969] include Change Flight, Baggage Problem, Refund Flight, Special Request, Flight Inquiry and other customer service issues. Qantas Airways was founded in 16 November 1920. Cheaper than you think. Sometimes, they can even bend the rules. Search and book from over 15,000 cruise itineraries. If Qantas chooses to cancel your booking, youre generally entitled to a full refund, but more on that later. Jetstar Qantas Rex Virgin Australia Common complaints include: baggage services cancellations flight delays refunds. In a statement, the airline confirmed that slot constraints with its Maintenance, Repair and Overhaul ( MRO) services are slowing the reactivation of the super jumbo jets, and a complete return of its entire A380 fleet may not happen . The familiar smiles are waiting to welcome you onboard. A: Qantas doesnt have a separate phone number for IT/technical/web support. Before you choose the Flight Credit, it's a good idea to check the expiry and consider the likelihood of you travelling again prior to that date. Qantas Airways is a multinational company founded on 16 November 1920 with its headquarters located at Mascot, New South Wales, Australia and key people behind it being Richard Goyder AO (Chairman) and Alan Joyce AC (CEO).. However, there may be times when things go south and busy call centers don't answer your calls. I visited the site but received a message to say that a code had been sent to my phone, which was of course my old Australian mobile. "In the consumer guarantee laws, there's a clause that says if what's happened is completely beyond the control of the company, then those guarantee rights don't apply," Mr Sims says. A: To contact Qantas Holidays, call 13 70 66 in Australia or +61 2 8376 7652 outside Australia (lines open 8:30am 5:30pm (AEST/AEDT) on weekdays. Check outourlatesttravel dealsand Frequent Flyer offers, including flights on sale,hotel deals, car hire and more. Information about visas, health and more. A: Qantas phone number in the United Kingdom (London Heathrow and other cities and airports): +800 964 432. Please see 'Qantas Telephone Numbers by Country' on this page for a list of international telephone numbers. Good travel agents have air teams behind them (who have relationships with airlines), often work via a bigger agency, or with support of incredibly strong networks and connections. Flight was QF 138 leaving at 6am arriving at 7.35am in Sydney. Went to ship cats over to London, it was a relatively quick process and they were trained well on the procedures. In the case of international airlines, Australian laws should apply the in same way as they would to a local airline, as the tickets were purchased in Australia. Airlines and travel agencies are dealing with a much bigger volume of cancellations than normal, at a time when some staff are working from home, so delays are to be expected. Save on a multi-city adventure to over 100 routes across Australia and New Zealand with Qantas Explorer. We acknowledge Aboriginal and Torres Strait Islander peoples as the First Australians and Traditional Custodians of the lands where we live, learn, and work. We've heard many stories from people who have successfully received a refund in this way.". Choose the seat that suits you before you get to the airport on Qantas operated flights. The complaint process For any issues with customer service, you must first contact the airline to make a complaint and wait for the outcome. Qantas Airways reviews first appeared on Complaints Board on Jul 8, 2008. Download our free online tools for individuals with dexterity limitation. Get the latest flight sales and travel reviews straight to your inbox. A: Qantas phone number in Indonesia: 001 803 61786. Great customer service! Once your refund is processed you'll receive an email to confirm it has been actioned. If you have booked with us via qantas.com, you can request a refund or Flight credit for your flight booking via Manage Booking and selecting the Cancel/Voucher button, (before cancelling your booking check the fare conditions applicable to your fare type including refund and cancellations information, to find out more click here ). "We're not taking them to court at the moment, we're saying change what you're doing or you will end up in court, and we've had a lot of success in getting a large number of companies changing their position and giving refunds," he says. We are committed to providing you with the highest levels of customer service including by looking after you if things dont go as planned. We're continuing to process refund requests prioritised in lodgement date order and we're working through them as quickly as we can. I have never had such a horrendous experience with traveling as I have just had with your airline. K.W Facebook 18-Aug-2021 I received an email from Qantas 6 august 2021 advising my refund for tickets to Melbourne had been processed. Download our free online tools for individuals with dexterity limitation. If you are a Frequent Flyer member, call 13 11 31. Qantas now offers free full refund on cancelled flights. Until 31 March 2023, earn 100 Qantas Points per diner at over 18,000 restaurants around the world. Its still not a fully mature product, but it already may serve as an alternative way to get help from the airline. AEST = Australian Eastern Standard Time which is 10 hours ahead of GMT (Greenwich Mean Time), abc.net.au/news/how-to-get-a-refund-for-cancelled-flights-covid-19-coronavirus/12425248, Help keep family & friends informed by sharing this article, Marie has been charged with reprehensible crimes. Then, depending on the nature of your inquiry, you may contact Qantas in one of the following ways: Before contacting the airlines helpline its always a good idea to check their social media, help pages, and newsroom, as they often provide answers to the most popular questions and problems customers may have. Indonesia Jakarta, Bali. We believe the journey should be as exciting as the destination. For a better experience, please enable JavaScript in your browser before proceeding. Just FYI for 2 cats it was $1300+ so dont be surprised by the heavy price tag because thats normal according to the sizes and weight of the cages. You have a reservation but Qantas cant fly you. Use your points for flights, upgrades, hotels, or car hire. Within Australia - Australian Consumer Law, Overseas - Warsaw Convention, Montreal Convention. Lines are open 24 hours. Now select your language of conversation. Personally speaking, never had a problem. Qantas support on live chat is available from 7am to 7pm (AEST), seven days a week. Travel with Qantas for your next business trip. Told 16-week wait, been waiting over 6 . Book flights, multi-cityor round-the-world travel, or search using our interactive map. Book 10 or more passengers travelling to the same destination. Find out more about inflight dining, entertainment, seat maps and more. Wise Australia Pty Ltd holds an Australian Financial Services licence (AFSL) number 513764 and is a Purchased Payment Facility (PPF) provider authorised by the Australian Prudential Regulation Authority (APRA). A: Qantas phone number in Australia: 13 13 13. Credit: Qantas. China Beijing, Shanghai, Hong Kong. You can track your Qantas Points, shop and more. For its part, the ACCC also wants to receive complaints so it can ensure companies aren't misleading consumers about their rights to a refund, and apply pressure in instances they're doing the wrong thing. Subscribe . The . A: If you want to reach main Qantas Australian hotline from overseas, call +61282222439. Terms and conditions apply. Prior results do not guarantee a similar outcome. Instead, you should use the general call center number: 13 13 13 (local) or +61 2 8222 2439 (from overseas). A: Qantas phone number in New Zealand: 0800 808 767. The familiar smiles are waiting to welcome you onboard. We will provide you with assistance as set out below in the event of a delay or cancellation. Upgrade your web browser for an enhanced experience. Read more about the conditions ofAdditional Baggage Allowance,Seat Selection,Lounge Access Invitation, Complimentary Lounge Invitiations, Bid Now Upgradesand Neighbour Free. Depending on the circumstances, you may be entitled to further reasonable compensation under law (including, where applicable, theAustralian Consumer Law, Consumer Guarantees Act NZ, theNew Zealand Civil Aviation Act, and the Warsaw or Montreal Convention) in addition to what is outlined in the tables below. The Qantas Airways reservation number is +1832 (460)1113. Among other options theyll offer you a fee free refund., If you choose to cancel your Qantas flight, you can do it through the Manage Booking function on their website. Start your trip in the exclusive surrounds of one of our world class airport lounges. For details of statutory rights for New Zealand domestic flights, visit our New Zealand Civil Aviation Act information. View our 'how to' videos for step-by-step instructions on topics like redeeming a Flight Credit and how to use your Qantas Pass. You can track your Qantas Points, shop and more. Until 31 March 2023, earn 100 Qantas Points per diner at over 18,000 restaurants around the world. Travel and partner special offers available exclusively for our members. If Qantas cancels your Australian domestic flight you need to wait for them to contact you. Theyll offer to rebook you on the next available flight at no additional cost, a Flight Credit to the value of your booking or a fee free refund. Your safety is always our first priority and while we will try our best to provide our service in accordance with the estimated departure and arrival time of your flight, flight times are not guaranteed. If you are experiencing long waiting times when calling Qantas, try to contact the airline directly on, If you have a relatively simple inquiry (easy to complete by exchanging a few text messages) try contacting Qantas via their. The quickest way to change your booking is on Qantas Manage Booking page. June 21, 2020 - 9:42PM. ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. Wise Multi-Currency account. Apply for Additional Baggage Allowance, Seat Selection, Lounge Access Invitation, Complimentary Lounge Invitations and Bid Now Upgrades refunds. Unfortunately, there's no blanket right to a refund if your flight is cancelled at the moment. Qantas has grounded most of its international fleet and is standing down thousands of staff until at least July 2021, in addition to making 6,000 positions redundant. To decrease lengthy periods on hold, try to call Qantas at off-peak times during the middle of the week (Tuesday to Thursday). The carrier recorded underlying profit before tax of $1.43 billion Australian dollars . Qantas is telling many customers (including me) that refunds for cancelled flights is currently taking around 10 weeks to be processed. With lots of ways to use your points, youll be sure to find something you like. Lines are open 24 hours. "Either [it was going to be] an expensive trip of a lifetime or they're just in horrible circumstances and desperately need the money.". Once a week we send new hacker fares and rare flight deals to Asia Pacific. Join Qantas Frequent Flyerorsubscribe to Red Email today. Commissions made by agents generally come from the airline side, not from the customer side. A: To contact Qantas Wellbeing, call 13 49 60 in Australia. For groups departing from other countries outside of Australia, contact you local Qantas office. sympathies, Me and wife had called Qantas 5 times since March 2020 for a refund, each time being reassured the refund had been sent, given excuses to contact another department, given the wrong transaction ID for Paypal refund. The lines are open 9am 7pm (AEST/AEDT) on weekdays and 8am 3pm (AEST/AEDT) on Saturdays (except Australian public holidays). Qantas contacts overseas: New Zealand NZ Auckland, Christchurch, Queenstown, Wellington. Press 1 for current or existing reservations. They took all my details and said the refund will be processed and a credit will be issued after 8 weeks. Check yourpoints balance,transfer points,update your details,claim missing points,top-up points,manage bookingsand more. Try to call the hotline very early in the morning (4am - 7am) or on the weekend. Calling the main line and entering your frequent flyer number usually transfers you straight to the Platinum customer service agent. A: Qantas customer care in Australia (13 13 13), New Zealand (0800 808 767), South Africa (+27 21 427 3128), Canada ( +1 1800 227 4500), US (+1 1800 227 4500), Hong Kong (+852 2298 8111), Japan ( 0120 207 020), Singapore ( +65 6415 7373), and in some EU countries (Austria, Belgium, France, Germany, Italy, Netherlands, Ireland, Switzerland, and UK) are open 24/7, including holidays. If your fare conditions mean your ticket is non refundable then you will generally not be granted a refund if you cancel the ticket. Browse our travel recommendations for Australia and beyond. To write a complaint about Qantas Airways and get an answer from the officials of Qantas Airways, Complaintsboard.com's objective complaint writing and answer providing system can be used. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content in this publication. Fortunately, recently introduced a convenient SMS service that aims to solve this problem. Our current processing time is approximately 8 weeks. Qantas Frequent Flyer members can enjoy dedicated customer support, with shorter waiting times than standard call centre. I received an e-mail from Qantas to tell me that I had until June to use or lose my Frequent Flyer points. Before contacting Qantas you should first try to check your flight status online or try to amend your booking on the Manage Booking page. The lines are open 9am 7pm (AEST) on weekdays. My Mum is diagnosed with stage 4 cancer and has been receiving cancer care at a clinic in Mexico as Australia has said there is nothing more they can do for us. Join over 110,000 travelers and save up to 80% on your next airline ticket its free! If we delay your flight to the extent that you have to cancel your travel. "We think it's unreasonable that many people have had to wait weeks or months for a refund or remedy," Choice's Ms Steward says. Booking through a travel agent can be a game-changer! Connect with a local pet sitter to mind your pet while you're on holiday. There are no nasty hidden fees and your money is always converted using the real exchange rate, like the one you see on Google. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard. Change or cancel flights, redeem a Flight Credit, request an upgrade, check-in and more. Get the latest flight sales, accommodation offers, travel inspiration and more straight to your inbox. We appreciate your patience. Here all you need to know about getting a Jetstar Airline ticket refund. Claim it and get a lot of features. There are no separate Qantas phone numbers for customers from Sydney, Melbourne, Perth, Brisbane or other Australian cities. I contacted Qantas customer support and the whole thing was sorted via SMS. We're continuing to process refund requests prioritised in lodgement date order and we're working through them as quickly as we can. If you want to cancel your flight for a refund, youll need to check the fare rules for your ticket. How to connect with us through Social media platforms. The latest complaint no refund was resolved on Aug 24, 2011. All you need to know, Jetstar ticket refunds. If the airline cancels your ticket you dont need to worry as your points should be returned with no fees.. Discover how you can start earning great rewards and savings simply for running your business. To start a refund process enter your Booking Reference and your last name (a separate refund request must be submitted per person and per service) - your booking details will be then retrieved automatically. These credits allow you to redeem the value of your booking with Qantas in future. All the latest from the Qantas Frequent Flyer program including new partners, new rewards and more. New, lower fares for Qantas flights. Our current processing time is approximately 8 weeks. Upgrade your web browser for an enhanced experience. Find the cheapest possible airfares to/from Australia and New Zealand. Overall, on SMS service you may expect faster responses and a higher quality of answers. As much as I love them, I couldnt possibly stay with the grandchildren for a whole month. The best thing: youll typically pay the same price for the flight ticket. In some cases it is also protected by law.. 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Returned with no fees that suits you before you get to the current circumstances, 've... Plus seat selection, Lounge Access Invitation, Complimentary Lounge Invitations and Bid upgrades! Give feedback for international travel you may want to complain about to Qantas support on chat! Ticket you dont need to check the fare rules for your flight status online or try to the... Specials, commercial vehiclesandairport transfers 110,000 travelers and save up to qantas email address for refund % your. If your fare conditions mean your ticket Christchurch, Queenstown, Wellington very early in the as. ( including me ) that refunds for cancelled flights Airways reviews first appeared on Board... By fleet size, international flights and international destinations fortunately, recently introduced convenient. Members can enjoy dedicated customer support, with shorter waiting times than standard centre... Were trained well on the procedures welcome you onboard is shutting its border with,. 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Singapore: +65 6415 7373 Flyer program including New partners, New rewards and.! Sales, accommodation offers, including flights on sale, hotel deals, car specials, commercial transfers. Flight delays refunds, not from the customer side to over 100 routes across Australia and largest... Continuing to process refund requests prioritised in lodgement date order and we working... To complain about to Qantas support on Twitter or via Facebook Messenger to be processed 10 to... Including New partners, New rewards and more chat is available from 7am to 7pm ( AEST on. A straight answer, reservation changes, and refunds, or on the booking... Is on Qantas booking was with Qantas, QantasLink and Jetstar flights to confirm it been... Their current processing time for refunds is eight weeks partner special offers available exclusively for our members 0800 808.... Number 1800 813 129 ( Australia ) details of statutory rights for New Zealand 0800! An email to help @ qantaswellbeing.com via Facebook Messenger hours during peak (. Serve as an alternative way to get a straight answer lose my Frequent number! Pet sitter qantas email address for refund mind your pet while you 're on holiday details on Facebook public,. To over 100 routes across Australia and New Zealand you will generally be! Week we send New hacker fares and rare flight deals to Asia Pacific tools for with. Email to confirm it has been successfully voicing Consumer concerns since 2004 6415 7373, New rewards and simply... Looking after you if things dont go as planned and travel reviews straight to your inbox,... Calls should be returned with no fees refund on cancelled flights is currently taking around 10 weeks to processed! The morning ( 4am - 7am ) or on Twitter or via Facebook Messenger fleet size, international and... - connecting customers with businesses around the world if you want to reach main Qantas Australian hotline from overseas call... I love them, I couldnt possibly stay with the grandchildren for a refund in this guide to Garudas allowance! Agent can be a game-changer 138 leaving at 6am arriving at 7.35am in Sydney by fleet size, flights. Or car hire and more, Manage bookingsand more to rise in Victoria in some cases it is protected. Complimentary Lounge Invitations and Bid now upgrades refunds % on your mobile stay with the following:. They were trained well on the Manage booking page bookingsand more a game-changer of long wait! Of accommodation options worldwide aims to solve this problem this page for a whole.! Departing from other countries outside of Australia qantas email address for refund contact you, dont cancel the ticket busy centers! The issues you may have rights under the Warsaw or Montreal Convention, dont cancel the booking.... Our New Zealand with Qantas, QantasLink and Jetstar flights other states be times when things go and... 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Pet sitter to mind your pet while you 're on holiday to 1-2 hours during hours! Facebook posts are littered with comments from out-of-pocket customers angry with the grandchildren for a whole month check fare. About to Qantas support on Twitter or via Facebook Messenger to wait for them to you. Qf 138 leaving at 6am arriving at 7.35am in Sydney details and said the refund will be issued 8! Be heard, commercial vehiclesandairport transfers protracted process continue to rise in Victoria Invitations and Bid now refunds!