Qantas Frequent Flyer

Two days before expiry of frequent flyer points, I was informed to purchase or all points would be lost. I then purchased on Qantas Marketplace utilising Qantas frequent flyer points and then the amount is deducted from my bank account and the frequent flyer points are still listed although they were to expire on 12 Feb 2026. Also we went on a… Read more

Trip a Deal trip to Japan in September 2025 and we were told that 35,000 frequent flyer points would be credited to my account which did not happen. Now Qantas is asking me for all the details which I do not have because I expected Qantas staff to follow through with what they promised me last year. TOTALLY UNPROFESSIONAL and reflective of a Company internally which has major communication problems.

We initiated a points transfer from my late father's account to my account on the 27 Oct 2025 and they are STILL dithering around and the points haven't been transferred? It's ludicrous, and no amount of phone calls to overseas call centre people has resolved the situation. I am seriously dumbfounded at the slowness and incompetence.

This is honestly ridiculous. Customers are not being given any importance at all, and the system is designed in a way that makes reaching higher levels unnecessarily difficult and frustrating.

My partner passed away this year. QANTAS FF has been more difficult to cancel than their bank accounts. I have contacted the customer service centre at least 4 times. I sent evidence of death and my Executor status - but apparently the files were… Read more

too large. I only found this out after calling QANTAS back 2 and a half weeks later. I re-sent the docs - which I had to call again to confirm they had been received - and a death certificate and certified copy of a Will listing myself as Executor is not enough evidence to transfer less than 200 QANTAS FF points to my account as surviving partner. The service provided was inconsiderate, uncompassionate and unrealistic. They asked for Grant of Probate to transfer points. Probate was not required to close my partners bank accounts and I am not going to a solicitor for less than 200 points. QANTAS should be ashamed of the way they treat grieving customers, and evidence to transfer points - when evidence exists on file that points were often transferred under family transfer guidelines. I cant wait to use the points I do have and never have anything to do with this company again.

I am one of the many million qff customers that were hacked. I only found out when I had flights booked on qantas (employer booked as I would rather fly with anyone else,) I do not receive notification to check in online. I cannot update my login… Read more

details as I do not receive the Qantas activated pin. I have contacted Qantas multiple times & of course get the offshore service. I have been redirected to other support departments multiple times. I have contacted the "1800 24 hours customer service phone" - provided by Qantas for support post hacking & was told it it will take 4 - 5 days & is not 24 hour service. Customer service & all the Qantas staff I have spoken with have assured me they will ring back. I have been informed multiple times my concerns/issues have been escalated to IT. Yet I am still unable to access my own account. This is absolutely pathetic incompetent service by qantas.

Qantas Frequent Fliers – Qantas cancelled some 75000 Frequent flier points due to inactivity after 8 months or so. At the time I had changed to another telko for my emails, hence never received further corresponded from them, did not receive their warnings. After writing a review, and some delays, they decided to reinstate my points provided I obtained up to 2500 points… Read more

purchasing goods from businesses listed on the Qantas FF web site within 6 months, and link my credit cards to the FF rewards, which I did. After 6 months they kindly reinstated my points back. Thanks Qantas.

Frequent Flyer points – I have been flying with Qantas since 1968 (55 years) I have over 3 million points that are USELESS. I have now booked a multi leg overseas Business Class trip with Singapore Airlines. (actually $3000 cheaper than Qantas) Also, the service is great.

Accommodation Cancellation – I made a hotel booking a few weeks ago using Frequent Flyer points, due to recent covid outbreak I've cancelled my travel arrangements including the accommodation. No questions asked. All the points were returned to my account immediately and no fee charged. I was very pleasantly surprised.

I'd been unable to log into my frequent flyer account for over two years. Each time I tried I received the same message "Your account cannot be used for online access. Please call the Frequent Flyer Service Centre (13 11 31) to speak to one of our consultants." I phoned for help several times, no help was given. I reached a point where I… Read more

dreaded phoning. In July 2025 I received an email advising that a hacker had accessed my account and obtained some of my details. UNBELIEVEABLE, A HACKER CAN ACCESS MY ACCOUNT BUT I CAN'T!! With points about to expire I tried again on 18/12/25, I actually spoke with someone who's English I could understand, HE WAS GOING TO REFER THE MATTER ON AND CALL ME BACK. HE DIDN'T. Finally, today, I spoke with someone who was able to help. I'm so grateful that this nightmare is over. I was able to transfer the points to a family member. As neither of us want to fly Qantas again we've redeemed the points for a gift voucher.

I am travelling to Europe next April 2026 and decided to get a Qantas Pay Mastercard as I am a QFF and need to have available access to Euros and British pounds. Initially things went ok with it however on 8 December 2025 I sent $AUD500 over to the card to exchange to purchase a couple of Eurostar train tix. Money shows as having gone out in my… Read more

Macquarie bank account on that day. Three days later another $AUD500 has been taken from my Macquarie account by Mastercard Australia so I commenced the long journey to find out what on earth was going on. Initially I called Macquarie bank who explained that it had to do with the initial transfer and that it’s happened with other clients of theirs and I would get the money back eventually. When I asked how long it would be exactly they said I’d need to call Qantas Pay which I did. Qantas Pay said that extra $AUD500 was not showing up at their end and said I need to send an email to dispute the transaction. Finally, I called the phone number available via the actual transaction to contact a Sydney number. I was placed on hold and eventually hung up on. I have no idea where to go with this now and needless to say I have decided this card is not going to work for me as no one wants to be hassled by this kind of thing whilst travelling so I’ve requested to cancel the card. AVOID QANTAS PAY MASTERCARD AT ALL COST!!!

Oh. My. Lord. Dealing with the Qantas ff staff will I fear put me in a psychiatric institution. I am convinced that prerequisites for getting a job there include an IQ under 25 and an accent (on verbal English) so strong as to make them unintelligible. I have made six phone calls to them over the past three days, and after waiting on hold at… Read more

least 10 minutes every time, been subject to the most blatant stupidity I have ever encountered. After the latest phone call I need a drink and a lie down. Hopefully reading more poor reviews here will serve as much needed therapy. Do better, Qantas.

Call centre an absolute disaster. WHy can't I update a reward flight online in 2025? Instead I have to get transferred from pillar to post, starting at the beginning every single time. I can't get the result I need - and which is possible - because the staff are not adequately trained to help me through their own systems.

They’ve done it again ! Qantas FF has rejected the legitimate points I earned from shopping online with one of their partners – Dyson Australia. I purchased a vacuum cleaner directly from the Dyson website, not eBay. I decided to make this purchase solely because of the "3 points for $1 spent" offer. I did this by firstly connecting to Dyson… Read more

through the Qantas shopping website where the red circle was displayed with the message that "Qantas Shopping has access to this website". I know enough by now not to use Extensions, and therefore I didn't. Although why this would be a problem I'll never know as the staff can never explain it.

After several months, my points had not been credited, so I lodged a missing points inquiry form. Eventually after submitting further financial information on the purchase (twice) and waiting nearly 3 weeks, they finally responded saying “We have looked into your query and unfortunately, can now confirm that the store has declined the points earn on this purchase. As the transaction tracking was awarded to another source, ie you shopped another offer, direct retailer edm or engaged a browser plug in for example”.

As I have previously said on numerous occasions to Qantas Shopping – their system is way too user un-friendly and complex. Scrap it and start again. This would also enable them to sack most of their employees, who take forever to answer these sort of missing points inquiries anyway, and who just continually make mistakes. Here's a chance QANTAS to save some big money. If there were no inquiries about missing points, there would be no need for the hundreds of staff you employ to investigate them would there ?

Dyson benefited from my purchase as a result of the Qantas FF program - no other reason - but not any more. I won't be doing business with them ever again. Both Qantas and Dyson are just using the FF incentive to make money and are trying to avoid allocating points wherever possible. The cost to them of the points redeemed are miniscule compared to the cost of the purchase. You'd think their reputation would be worth far more than the negative reviews that are being lodged everywhere online about them.

When I contact Dyson with a forlorn attempt to review my case and make a formal complaint, I've no doubt Dyson will blame Qantas, as Qantas has blamed Dyson. I've seen it all before - too many times! What Dyson and all other sellers on the Qantas Shopping website should do, is to complain to Qantas about their system. It's not working for their customers and will badly affect their sales. Obviously the poor old customer carries no weight when complaining to Qantas, but maybe the sellers do. The people I'm emailing at Qantas FF are probably from an Asian Call Centre which means they take no responsibility and do nothing about it.

I have requested that a complaint be escalated to more senior management but no doubt it will just get ignored again.

Do not be a fool like me who applied for the card that offered bonus points. I did my homework and was happy to pay the annual fee. However, two months into the qualifying period, the bonus points became useless as Qantas had more than doubled the points required for redemptions. What a joke. Thanks Qantas.

The Qantas frequent flyer program, like every other part of Qantas’s service, has become an absolute joke. Points are really difficult to earn, and once you have them, it’s almost impossible to get the flights you want. They’re also really quick to take them away if you don’t use them. They provide you with Lounge passes when you sign up for a … Read more

credit card, but if you’re in a place like Perth, and boarding an international flight, you’re not allowed to use them because of “limited space”.

I had assumed that when Joyce left, things would improve, but they seem to be getting worse.

Once the pride of the nation, it’s now a national embarrassment. Like many other loyal customers, I’ll do my best to find any other option in the future.

For reference, Virgin’s Australian flights are far better form Perth, with more modern planes , better food options and entertainment and better service levels, at cheaper prices.

Worst service I’ve ever experienced. Language problems, 3 hours of phone calls to update a mobile number. I was told twice that they only accepted utility bills for ID verification along with a license and just went around in circles for days. Qantas - you might want to look at bringing the service back on shore before losing all credibility. I’m seriously considering using alternate airlines after that experience.

Recently tried to log into my F Flyer account to see how many points I have. When I tried to log in I got a pop up saying " your details are incomplete and call this 13####number. I rang the number and after waiting 10 minutes I finally had a response from an 07 Brisbane number. The lady on the phone however had limited and garbled English - so I… Read more

figured the number was actually transferred to Manilla. Trying to understand the lady was the first challenge however she informed me that I had to send her - photo of my Drivers Licence OR Passport, a Electricity Account showing my address and forward my phone number. I have been a F Flyer member for 36 years so it all seemed a bit weird. She then said she would send me an email that I could attach the document photos to and all would be fine. After two days this never happened. I rang again and once again was talking to a lady (with roosters crowing and dogs barking in background) after waiting another 15 minutes. This lady once again asked me all the SAME questions I was asked previously.......so it went on and on and on as I struggled with her language and instructions. Finally she said she would send me an email that explained the steps to change my PIN number and all will work just fine. The next day I received her email and quickly tried to log in BUT alas the same pop came up saying " my details were incomplete" and to call....yep you guessed it 07****** Brisbane. Without boring you too much the bottom line is that after 5 emails and 4 phone calls over 5 days I finally was able to change my PIN and log in. Tonight I see on TV that the CEO announced Qantas's net profit for the year was close to 2 billion Dollars. Maybe she should bring the F Flyer assistance back to on shore and stop the penny pinching crap that she obviously approves of and using Manilla based cheap non English speaking Ladies to save costs. Totally un-Australian Lady........your blurb boasts about being Australian so how about dumping the O/seas el cheapo sub standard F Flyer help facility.

Tried to log into my FF account however a "pop up" advised me that my details were not complete. I might ad I have been a member for approx 30 years. So then I have to ring the 'Help" line to fix it and be able to log in. What a total joke - so after waiting on hold for 10 minutes a phillipino lady answers and her English language is so bad I can… Read more

not really understand what she is saying. After 20 "can you say that again pleases" from me she says I have to provide copies or drivers licence and or passport and photo's of them will suffice. So then I need to give her my email address.....well that takes another 5 minutes as she cant seem to get the verbals I am giving her. Finally she seems to have the email address and now 3 dayys later still no email from Qantas F Flyer help line. So what do I do - guess they expect me to go through the whole process again. Well that aint going to happen. So Qantas the poor struggling company is using a Manilla based call centre to cut even more costs and make life a difficult as they can for Australian customers. Its a disgrace in every respect.

I spend over two hours on the phone with Qantas trying to book a flight from Brazil to Sydney using my Qantas Frequent Flyer points. Every time I try to finalise the booking online, I get an error. On top of that, I always have to use the "multi-city" option just to find my city in Brazil, so I need to put a local flight first, just to make the… Read more

system show any results at all.

After going through all that trouble, the website crashes when I try to complete the booking.

So I call Qantas. I wait for 1 hour and 30 minutes to be answered. When someone finally picks up, they barely listen to me and just transfer me again. After another long wait, the call drops.

I called again 2 HOURS 12 MINUTES!

they found the flight, and them transferred me again and them couldn't find it anymore!

This is unacceptable. I've wasted an entire day and still haven't been able to book anything. What's the point of collecting all these points if the system is broken and the support is this poor?

The program is misleading, deceptive, and not worth the cost. When they promote “upgrades” for flights and encourage you to purchase them with points, they don’t clarify that when you purchase and upgrade you are actually requesting an upgrade that doesn’t guarantee you will receive it. The website gives the impression that you will… Read more

automatically get the upgrade, which is not the case.

I spent nearly $3,000 on points for an upgrade, only to find out I didn’t get it.

A representative then informed me that I would never have received the upgrade in the first place because I used points to buy the ticket. Now, they’re refusing to refund the money I spent on points.

Save your time and money—had I seen the reviews beforehand, I would have avoided signing up with Qantas. This experience feels deceptive, scamming, and fraudulent in both advertising and service.

This company and the service given to loyal customers has fallen in past decades all because of corporate greed and poor management. After 40+ years of loyal support and with lifetime gold frequent flyer membership what you receive in return is basically third world. I recently experienced the worst flight ever to USA after a change in planes and… Read more

having to be downgraded not to mention the return tickets cancelled without authority. After contacting their frequent flyer support department which is now offshore, no explanation was given and no return contact received. I was just shuffled from department to department. The planes are poorly maintained with faulty entertainment systems, headphones that don’t work and seats which require a good clean not to mention the slop they serve as food. I don’t bother eating onboard anymore. The Qantas clubs are overcrowded where you can’t get a seat, have toilets out of service and require a complete overhaul. So sad the flying kangaroo has declined to such a level. We will now look an alternate carriers for our travel. This company was supported by the Australian government during COVID and they sucked up the millions gratuitously given and did not reciprocate in return. Past and present management are to blame so if travelling overseas think about other more reputable carriers you will be pleasantly surprised.

They take so long to process claims and when they do they often deny with a poor explanation and limited means to contact them. Very arrogant company with poor customer service. Show details

I would like to express my dissatisfaction and disappointment with this program as I was collecting my frequent flyer points for some number of years and they were all taken off me for not using them in their period as I was planning a trip to Europe but unfortunately due to Covid restrictions in 2020 I was unable to travel. I am an extremely unhappy customer

Scam alert. Hope someone benefits from this. The most expensive health insurance and signed up for points. Went to use it. Turns out flights are never available on the days you want and when u can uses them its more expensive to buy tickets with points than buying non quantas flights. Flying shame Show details