Need to contact Qantas? If you need urgent assistance or have a complex ticketing issue, the best option is probably to call. But you could end up waiting a while on hold – especially if it’s a busy time of day and you don’t have any Qantas status.
Unfortunately, there’s also no guarantee that you’ll get through to an experienced agent who is able to solve your issue on the first call. Qantas operates call centres in five countries, and the level of expertise between different operators can vary a lot.
If you’d prefer not to call Qantas, the good news is that there are several other options available to you.
If you just have a question, you can often get a fast, accurate answer by asking on the Australian Frequent Flyer forum. Depending on what you need, you might also be able to self-serve in the Qantas App or on the Qantas website.
Qantas also has a dedicated email address for getting assistance with Classic Reward ticketing issues involving travel on partner airlines.
You can contact Qantas on social media
If you have to get in touch with Qantas but your enquiry is relatively simple, and not urgent, another option is to write to Qantas on social media.
Qantas has official accounts on social media platforms including Facebook, Instagram and TikTok. If you need assistance, you can send a private message to Qantas via one of these official accounts.
Don’t make a public post! Also, make sure that you are contacting Qantas via an official page, and not a scammer. There are plenty of fake accounts pretending to be airlines. You can check that it’s an official airline page by looking for a blue tick beside the account name.
Qantas’ social media accounts are managed by the Auckland contact centre. The staff there are generally well-trained and on the ball, so there’s less risk of one of them accidentally cancelling your ticket. (Sadly, some staff at Qantas’ outsourced contact centres are still doing this occasionally – even in 2025!)
When you contact Qantas on social media, it might take several hours to get a reply – and sometimes longer. So, this isn’t a good channel for time-sensitive enquiries.
Here’s what a few AFF members have had to say about the support they’ve received when contacting Qantas on Facebook Messenger:
In my experience response time has always been extended (ie. anything from almost immediate to several hours). However expertise and helpfulness of these channels has always been first rate.
Use messenger for all my non urgent inquiries and have about 95% success rate in getting what I need done, only one or two when they said call in, but I had similar issues to those resolved on there in the past so you could try again a day or two later. Generally allow 12-18 hours for first response, then if you are prompt in your reply allow 1-2 hours for each subsequent answer.
I’ve found the social media service to be excellent. It may sometimes take some time to get a reply but they’ve always been very capable. Makes sense with the team being located in Auckland.
Tips for contacting Qantas on social media
The easiest way to contact Qantas customer service without calling is to write to the airline on Facebook Messenger.
If you need assistance with an existing booking, Qantas will need the following information to assist you further:
- Booking reference (your six-digit PNR)
- The names of all passengers on the booking
- Flight details
If you don’t provide all the relevant information upfront, Qantas will have to ask you for it later – which will add to the time it takes to get your issue resolved.
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