How do I escalate a Qantas complaint to an ombudsman?
Escalating a Qantas complaint? Learn your consumer guarantee rights, when a refund applies, and how to escalate free to the Airline Customer Advocate and ACCC.
Regulator
ACCC (and the Airline Customer Advocate for airline-specific complaints)
Key legislation
Australian Consumer Law consumer guarantees; Montreal Convention 1999 for international carriage
Dispute path
Letter first, deadline tracked. If they go quiet, escalation to ACCC (and the Airline Customer Advocate for airline-specific complaints) is prepped and ready.
If Qantas has stalled on a refund, a cancelled flight, or delayed baggage and you are searching for an ombudsman, here is where things stand. Under the Australian Consumer Law consumer guarantees, airlines must provide their services with due care and skill (Australian Consumer Law s 60). Where a cancellation or major disruption is within the airline's control, it is generally a service failure, and you can usually choose between a refund and rebooking rather than accept whatever is offered first (Australian Consumer Law s 260). A non-refundable label does not override this when the failure is Qantas's.
Put your complaint in writing so there is a clear record. State your booking reference, the flights affected, what went wrong, and the outcome you want, whether a refund or a rebooking. If the issue is lost, damaged, or delayed baggage on an international trip, note that the Montreal Convention 1999 Art 22 makes the airline liable to compensate where you follow the correct steps and lodge on time. A formal complaint should be answered within 30 days. Our free letter tool drafts this for you and tracks that deadline.
Australia does not have a dedicated airline ombudsman, but you are not stuck. Once Qantas's own complaints process is exhausted, the Airline Customer Advocate is a free complaints body for airline-specific disputes. For conduct by a booking platform rather than the airline, the ACCC and the ACL apply to that platform's own conduct. Escalation to either body is free. Keep copies of every message and note the date you first complained, so you can show the 30 day response window has passed.
Frequently asked questions
Is there a Qantas ombudsman in Australia?
There is no dedicated airline ombudsman. For airline-specific complaints the Airline Customer Advocate is a free complaints body you can use once Qantas's own process is exhausted. For issues involving a booking platform's own conduct, the ACCC and the Australian Consumer Law apply. Both escalation paths are free to use.
Can I get a refund if my fare was non-refundable?
A non-refundable fare label does not override the consumer guarantees when the failure is the airline's. Where a cancellation or major disruption is within Qantas's control, it is generally a service failure, and you can usually choose between a refund and a rebooking rather than accept whatever is offered first (Australian Consumer Law s 260).
How long does Qantas have to respond to my complaint?
A formal complaint should be answered within 30 days. Lodge your complaint in writing and keep a record of the date you sent it. If that window passes without a proper response, you can escalate for free to the Airline Customer Advocate for airline matters, or to the ACCC where a booking platform's conduct is involved.
What can I claim for delayed or lost baggage?
For international carriage, the Montreal Convention 1999 Art 22 makes airlines liable to compensate for lost, damaged, or delayed baggage where you follow the correct steps. Report the problem promptly and keep receipts and reference numbers. Lodging your claim on time and in writing gives you the clearest basis to pursue it.
What should I include in my complaint letter?
Include your booking reference, the flights or baggage affected, a clear description of what went wrong, and the outcome you want, such as a refund or rebooking. Reference the relevant consumer guarantee that services be provided with due care and skill (Australian Consumer Law s 60). Our free tool drafts this and tracks the 30 day response deadline.
What if Qantas just ignores my letter?
Silence is not a dead end, it is a deadline breach. Qantas is expected to respond to a formal complaint within 30 days. Build your letter with us and we track that deadline for you: a countdown check-in two weeks in, and if they miss the deadline, your escalation to the ACCC or your state fair trading body arrives pre-filled and ready to lodge. Escalating is free.
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The Armoury
Every weapon that works against Qantas
Dispute tactics ranked by verified outcomes from real fights, escalation paths, magic words, and the levers Qantas hopes you don't know about. Use one, report back, and the next person walks in better armed.
Open the Qantas armoury →screwtheman.com is not a law firm and does not provide legal advice. The content on this page is for general information on consumer rights, legislation, and dispute pathways. For complex legal matters, consult a qualified lawyer or the relevant regulator.