How do I make a complaint to Qantas and get it resolved?
Making a complaint to Qantas about a cancellation, delay or lost bag? Know your consumer guarantee rights and escalate free to the ACCC or Airline Customer Advocate.
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 you are stuck with a cancelled flight, a major disruption, or a lost or damaged bag, you have real rights under the Australian Consumer Law. 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 fare label does not override these guarantees when the failure is the airline's.
Put your complaint in writing and keep it factual. State your booking reference, the flight or baggage details, what went wrong, and the outcome you want, whether that is a refund or a rebooking. Ask the airline to respond within 30 days. 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 reporting steps, so lodge any baggage report promptly and hold onto receipts and reference numbers.
If Qantas does not resolve your complaint or ignores it, you do not have to give up. A formal complaint should be answered within 30 days. Once the airline's own process is exhausted, the Airline Customer Advocate is a free complaints body for airline-specific disputes. For conduct involving a booking platform, the ACCC and the ACL apply to that platform's own conduct. Escalation is free. Our free tool drafts an ACL-backed letter and tracks the deadline for you.
Frequently asked questions
Can Qantas refuse a refund because 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 the airline'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 under Australian Consumer Law s 260.
What are my rights if Qantas cancels my flight?
Airlines must provide services with due care and skill under Australian Consumer Law s 60. Where a cancellation is within the airline's control, it is generally a service failure. You can usually choose between a refund and rebooking rather than accept the first option offered, under Australian Consumer Law s 260.
What can I claim for a lost or damaged bag on an international flight?
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, keep your reference numbers and receipts, and put your claim in writing to the airline.
How long does Qantas have to respond to my complaint?
A formal complaint should be answered within 30 days. Put your complaint in writing with your booking details and the outcome you want. If there is no proper response within that time, you can escalate the matter for free rather than keep waiting.
Where do I escalate if Qantas ignores my complaint?
Once the airline's own process is exhausted, the Airline Customer Advocate is a free complaints body for airline-specific disputes. For issues involving a booking platform's own conduct, the ACCC and the ACL apply. Escalation is free, so you can take it further without paying anyone.
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.
Related fights
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.