Qantas Customer Service and Contacts

To contact Qantas use one of their phone numbers:

• 13 13 13 – call centre (from Australia only)
• +61 2 8222 2439 – call centre (from overseas)
• 13 11 31 – call centre (frequent flyer members, from Australia only)
• 13 12 23 – arrivals and departures flight information
• 13 26 24 – group bookings
• 1300 306 980 – baggage services
• 13 14 15 – Qantas Holidays (travel packages)
• 13 11 31 – Qantas Club
• 1300 738 206 – hotel reservations (from Australia only)
• +61 2 8059 0182 – hotel reservations (from overseas)
• 0477 QANTAS / 0477 726 827 – SMS service (from Australia only)

If you need personal assistance with your booking, a baggage issue, etc, you can also talk to one of the regional Qantas regional offices. Members of Frequent Flyer program can receive help on the web chat (agent or chatbot) or by e-mail: [email protected].

Direct messages (DM) sent to Qantas social media channels are usually answered promptly – if you are experiencing long waiting times when calling Qantas, try to contact the airline directly on Twitter or Facebook.

Qantas Customer Service is also available through email form on the airline’s website, although it’s limited to baggage questions and general feedback.

Yes. Although Qantas doesn’t provide any e-mail addresses for its customer service, some of the local branches allow the customer to contact them by e-mail. Also, members of Qantas Frequent Flyer program can receive help by sending an e-mail to [email protected].

Contacting Qantas call center can be a frustrating experience when there are long delays in getting your phone call answered. Fortunately, recently introduced a convenient SMS service that aims to solve this problem. It is especially useful if you have a relatively simple inquiry – easy to complete by exchanging a few text messages. The waiting times to get a response by SMS are usually shorter than the call center hold times.

To text Qantas via SMS, use 0477 QANTAS or 0477 726 827.

It appears that SMS-es get replied much quicker than calls, live chat messages, e-mails, or even social media DMs. Reportedly, the Qantas staff that you can reach via SMS is much more knowledgeable and experienced than those who serve other support channels. Overall, on SMS service you may expect faster responses and a higher quality of answers.

The quickest way to change your booking is on Qantas Manage Booking page. However, if you encounter a problem, you will most likely need assistance from the customer care team. At this point, before you start contacting Qantas call centre (often a lengthy process), try to get a quick fix by sending a message to customer service via social media.

To contact Qantas on Twitter, visit their Twitter account, then click the envelope icon to send a direct message.

To contact Qantas on Facebook, visit their Facebook Page, then look for the Send Message button – it opens Facebook Messenger window, where you can chat with Qantas staff.

Qantas Frequent Flyer members can enjoy dedicated customer support, with shorter waiting times than standard call centre. Australian Frequent Flyer phone lines are open from 7am to 8pm (Australian Eastern Time). Still, if it’s urgent you can sometimes get answers calling numbers in other countries:

• Australia: 13 11 31 / +61 3 9658 5302
• New Zealand: 0800 101 500
• United Kingdom: 0845 7 747 100 / 020 8600 4333
• Europe: +44 20 8600 4333
• USA and Canada: 1 800 227 4220
• Internationally: +61 3 9658 5302 / +61 2 9433 2329

Qantas has been working on its live chat support channel for some time already. It’s still not a fully mature product, but it already may serve as an alternative way to get help from the airline.

Live chat availability varies – at the moment it provides general help for Frequent Flyer members and for customers who have inquiries about hotel bookings.

Depending on the level of congestion on Qantas support channels, the live chat may be served by a human, or a virtual assistant (a chatbot). The chatbot uses natural language understanding to mimic human conversation and suggests solutions by directing a customer to the relevant pages on Qantas website.