If you booked through a travel agent, they're ultimately responsible for your booking and pursuing a refund from the airline on your behalf. There is no need to call Qantas. The best time to call Qantas is early in the morning (4 am 7am AEST). Yes. Virgin Australia ticket refunds. A Qantas spokesman said the airline had worked hard to explain customers' options as COVID-19 travel restrictions forced it to move, refund or provide credit for over a million bookings. Request wheelchair assistance. Never share personal details on Facebook public wall, or on Twitter feed. Browse our airport guides and lounge network information. If your travel is in the next 48-72 hours, then reaching to Qantas call centre is still the best choice. Press 2 for any complaint or feedback. Lines are open 24 hours. Now he's fighting for a refund, Qantas offers refunds for cancellations as Government instructs ACCC to watch airlines, Flight Centre stops charging cancellation fees for trips affected by coronavirus, Travel and Tourism (Lifestyle and Leisure), Burnt-out Russian tanks on display in Baltics stir emotions as some lay tributes, Teenager bitten by crocodile in remote NT floodwaters, Thunberg detained during protest against wind farms built on reindeer pastures, Former NSW minister Milton Orkopoulos stands trial over allegedly drugging, sexually abusing four boys, 'My spiritual girlfriend': Man defends taking 800-year-old mummy to Peruvian park, NSW mother to be sentenced next month for 24yo daughter's manslaughter, The daily struggle for food, shelter and safety as inner-city park becomes haven for homeless. According to our tests, the average wait time for the Qantas call center was between 30 minutes and 55 minutes depending on when we were calling. You may also have a statutory right to a remedy (including a refund and/or compensation) under the Australian Consumer Law. The waiting times to get a response by SMS are usually shorter than the call center hold times. Options for mobility and medical assistance and first-time flyers. You can also call the Feedback Line 1300 659 161 within Australia or +61 2 9067 1620 outside Australia (lines open from 9am to 5pm AEST, 7 days per week). Use this form to send your feedback to Qantas. 335 But many of the flight cancellations at the moment are a direct result of government restrictions, which makes things a bit trickier. Its still not a fully mature product, but it already may serve as an alternative way to get help from the airline. The . 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. Check outourlatesttravel dealsand Frequent Flyer offers, including flights on sale,hotel deals, car hire and more. Find out more about our award-winning First and International Business cabins and more classes of travel on Qantas. "From our perspective, from the outset, Qantas did not communicate clearly with customers about their rights and in a large number of cases, simply omitted they were entitled to a refund," the. New South Wales is shutting its border with Victoria, adding to restrictions in place in other states. Terms and conditions apply. How it works and what you are entitled to. Find out how to boost your businesses Qantas Points with a choice of American Express payment solutions. A: Qantas provides a dedicated telephone number for any urgent travel questions: 1300 722 040 (available in Australia only). Read our full coverage of the coronavirus pandemic. 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). Governments have pumped $130 billion into keeping airlines afloat, but many have already collapsed and more will follow with big consequences for the cheap overseas travel we've become used to. Here all you need to know about getting a Jetstar Airline ticket refund. Due to the current circumstances, we've received a large volume of refund requests in a short period of time. Once the form is displayed, complete the remainder of the information. For further information, visit ourAustralian Consumer Law information page. When I checked my booking late on the night before my departure, I realised I had made a terrible mistake! Vietnam Ho Chi Minh. Please note that the call-back service is available for call center numbers from Australia and New Zealand only. Join 110,000+ smart travelers and start saving big on flights! A: Qantas phone number in Australia: 13 13 13. Once your refund is processed you will receive an email to confirm it has been actioned. A: Qantas phone number in Indonesia: 001 803 61786. We make no representations, warranties or guarantees, whether express or implied, that the content in the publication is accurate, complete or up to date. Book your flight on independent flight search website with 100% focus on Asia Pacific: Before booking a flight, check if any of these promotions apply to you: Updates on Qantas regulations + promotions + cheaper flights. Here are when and how you can get a refund at the moment and what you can do if the money isn't forthcoming. Experienced Qantas customers suggest that the best time to call is early in the morning (4am 7am AEST). Browse our travel recommendations for Australia and beyond. Use your points for flights, upgrades, hotels, or car hire. The main CS call center is located in Australia, but its always the best choice to call the airline branch in your country. Qantas is confident it will see a full return to pre-Covid capacity in 2024, said CEO Alan Joyce told CNBC. Book and manage your trip with features such as check-in, seat selection and boarding pass access. Calling the main line and entering your frequent flyer number usually transfers you straight to the Platinum customer service agent. The ACA works as the ombudsman (an official appointed to investigate individuals complaints against a company) to help you resolve problematic issues or concerns with an airline andit provides a free and independent service to Qantas customers. Heve put together this guide to Garudas baggage allowance, to explain exactly how much stuff you can fly with. If we cancel your flight and we cannot offer you suitable alternative arrangements. Reply times on Twitter or Facebook vary, and in some cases it may take even a few days for the airline staff to respond to your message. The requirements, cost and time needed. QFF Award CX flight confirmed and then wait listed, what are my next steps. 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. Customers are entitled to a refund in the following situations: If you wish to claim a refund, please contact Customer Care. New, lower fares for Qantas flights. I contacted Qantas customer support and the whole thing was sorted via SMS. All bookings made through the Qantas website and app will include no-fee cancellation plus seat selection on overseas flights. When you cancel the booking you can choose between being refunded any amount you're eligible for or requesting a Flight Credit. Airlines have been among the hardest hit by the coronavirus recession, but the swingeing cuts at Qantas carry a warning for the whole economy. By David Flynn, September 29 2020. USA Los Angeles, New York. All you need to know, Jetstar ticket refunds. Commissions made by agents generally come from the airline side, not from the customer side. Find out how to change your booking, contact your local Qantas Office and get answers to other questions. Once the form is displayed, complete the remainder of the information. Ireland Dublin. Its customer service is top-notch: phone support, online chat, email, airport helpdesks, frequent flyer contacts, and booking offices are responsive and work 24 hours. According to the latest report, Qantas Airways has generated A$17.96 billion (2019) Collapse all All you need to know. If you hate dealing with airlines customer care, consider using a travel agent to book your flights. However, there may be times when things go south and busy call centers don't answer your calls. Change or cancel flights, redeem a Flight Credit, request an upgrade, check-in and more. A: To contact Qantas Wellbeing, call 13 49 60 in Australia. Wise Multi-Currency account. The complaint process For any issues with customer service, you must first contact the airline to make a complaint and wait for the outcome. If these conditions change (flight cancellations due to lockdowns, peak travel times such as school holidays, etc.) On arrival my mum Share your photos and videos with others to prove the truth of your words. Want to file a complaint? Qantas contacts for Australia AU: Sydney, Melbourne, Brisbane, Perth, Gold Coast, Adelaide, Darwin, Gosford, Rockhampton, Canberra, Cairns, Broome, Alice Springs, Tasmania. Our current processing time is approximately 8 weeks. Book and manage your trip with features such as check-in, seat selection and boarding pass access. How to connect with us through Social media platforms. Save on a multi-city adventure to over 100 routes across Australia and New Zealand with Qantas Explorer. Cheaper than you think. 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The more you fly, the faster you'll enjoy benefits like priority boarding; or earn points to unlock Points Club, where you'll enjoy benefits like lounge access, orThe Qantas Club to start your journey off right. Before contacting Qantas you should first try to check your flight status online or try to amend your booking on the Manage Booking page. 2 min read. If this happens to you, and you arrived on time for your confirmed flight with all required documentation, we will re-book you on the next available Qantas flight and provide you with the assistance (in accordance with the above table for a delay or cancellation within our control). "Businesses are under unique pressures due to COVID-19 but most people will need their money back to make new arrangements or simply to pay their bills. Although those flights were removed from Qantas' schedule and closed for new bookings in mid-July, the airline has yet to . 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. South Africa Johannesburg, Cape Town. Undoubtedly, Australian flag carrier Qantas is one of the most reliable airlines in the world. Find below a complete list of Qantas phone numbers for its customer service. We still receive reports of long call wait times with Qantas. Book and manage your trip with features such as check-in, seat selection and boarding pass access. You may also have a statutory right to a remedy (including a refund and/or compensation) under the Australian Consumer Lawor the New Zealand Civil Aviation Act. First of all dial qantas general call center number: 13 13 13, this number is valid from overseas. Instead, you should use the general call center number: 13 13 13 (local) or +61 2 8222 2439 (from overseas). A: If you want to enquire about aircraft charter, call 13 26 24 in Australia (lines open on weekdays from 8.30am to 5.30pm AEST) or send an email to shrcharters@qantas.com.au. You can opt out anytime. 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. Restaurant and hotel reviews, photo galleries and travel articles. Qantas doesn't provide WhatsApp contact number. Get the latest flight sales, accommodation offers, travel inspiration and more straight to your inbox. You have a reservation but Qantas cant fly you. If your booking includes a car or hotel reservation, or travel insurance purchased when booked with your flight, contact these providers directly for assistance with your booking. Both lines are open 24/7. 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