Qantas
Tags All Men As
Potential Molesters

It was a major effort to Contact Qantas Customer Care and get any satisfaction unless you're happy with automated responses telling you they'll back to you in under 6 weeks.

Qantas was quite difficult to reach. We've outlined the scenario below. However, of all of the options, we think the fastest is to e-mail Diane Fineo at dfineo@qantas.com.au and to call her and leave a message at 310.726.1400. Click here to see her reply to us.

Contacting Customer Care

We were given the following contact information to comment about this story:

"Qantas can be reached by e-mail at qantas@custhelp.com." Not. You get the following automated e-mail : "Thank you for your feedback. This e-mail address is used for post only e-mails. Feedback can be sent online at http://qantas.custhelp.com/"

However, when you get there, you have to wade through 14 pages of FAQs (Frequently Asked Questions).. We checked all 273 (see below) and none of them addressed how to comment on their policies like the one noted here - Qantas Tags All Men as Potential Molesters. Furthermore, when you do find a way in, you get an automated message that basically says they'll get back to you in under 6 weeks.

Next it said to call Qantas at its general information telephone number 1.800.227.4500. Keep going to "Other" through three levels of an automatic answering machine. You'll finally get an operator who will send you to a phone number at its main headquarters, in Los Angeles, at 310.726.1400 to "verify any press questions." There, I was transferred to Diane Fineo (spelling?) who said she was in but leave a message and she'll get back to you. Her e-mail address is dfineo@qantas.com.au

The message I left said "We wanted to see the validity of a story we received saying Qantas has a policy of not allowing men to sit next to unaccompanied children." I then left my name, phone number and e-mail address. That was at 10:30 am PST on Monday, December 19, 2005.

I then went to the "Contact us" page on their web site and then to a pulldown menu and clicked on "Your Experience with Qantas." I received the following:

"Question

How can I tell you about my experience with Qantas?

Answer

If you wish to tell us about an experience with Qantas, you can e-mail us through our feedback page by selecting 'Your Experience With Qantas' then the applicable subcategory or send your correspondence to:

Customer Care"

So, I went there and filled out the form which took me through the following URLs.

qantas.custhelp.com/cgi-bin/qantas.cfg/php/enduser/ask.php
qantas.custhelp.com/cgi-bin/qantas.cfg/php/enduser/ask.php#prompt
qantas.custhelp.com/cgi-bin/qantas.cfg/php/enduser/ask.php#details

I then received another automated message saying that sometime in the next 5 1/2 weeks they'll get back to me.

There web site shows Qantas addresses around the world except for the U.S. It shows a phone number in Los Angeles. Through other means, we found the actual address which may be dated information. We believe that their U.S. office is at 6080 Center Dr, Ste 400, Los Angeles, CA 90045. The last we knew Brian Benston was the Senior VP there and Howard Goldberg was the VP in charge of marketing.

As support for our comments, we have listed all 273 FAQs here.

1 How do I change a flight booking?
2 How much baggage is allowed as part of the free baggage allowance?
3 How do I claim for points missing from my account?
4 Can I request a seat when traveling?
5 How do I cancel a flight booking?
6 What is my baggage allowance?
7 How do I reconfirm my Qantas flights?
8 Can I earn points on flights taken before I joined the Qantas Frequent Flyer program?
9 What do I do if I have not received my e-ticket itinerary receipt?
10 What do I do if I have more than the free allowance for baggage?
11 How do I book mystery flights?
12 Can I travel with my pet?
13 Do my Frequent Flyer points expire?
14 What are Status credits?
15 How can I request a special meal?
16 Can I view my booking online?
17 How can I book multiple destinations or round the world fares?
18 Can I cancel or change my Award flight booking?
19 How do I view my e-ticket itinerary receipt?
20 How can I apply to work as a flight attendant?
21 How do I find out which movies will be shown on my flight?
22 How and when do I get my e-ticket itinerary receipt?
23 When are exit row seats allocated?
24 What is an e-ticket?
25 What do I do if my baggage does not turn up when I arrive?
26 What are the requirements for flying whilst pregnant?
27 How do I change my name on my Frequent Flyer membership?
28 What do I do if my Frequent Flyer card was stolen or lost?
29 London Fuel shortage - impact to Qantas flights Major Disruptions
30 What do I do if I have not received, or have lost my paper ticket?
31 If I have completed a Missing Baggage Report can I check the status of my missing baggage online?
32 How long will it take to receive my Frequent Flyer membership card?
33 How do I transfer my credit card reward points to Qantas Frequent Flyer?
34 How do I know if I can change my flight booking online?
35 Where can I find contact details for Qantas?
36 Do I need to reconfirm my reservations?
37 If I am traveling in International Economy will I have my own personal entertainment system?
38 Can children travel without an adult?
39 What are the baggage entitlements for children and infants?
40 What do I do if I've left my personal belongings on an aircraft?
41 Where do I list my special requirements?
42 If I don't have enough points for an Award flight, can I buy points or pay cash for the difference?
43 Can I book partner Award flights online?
44 What items can I pack in my carry on baggage?
45 I have a special diet. What should I do to ensure I get the correct food onboard?
46 Do I need passports and visas?
47 If I pay for another person's ticket, can I earn points for that flight?
48 What are the age requirements for a child and infant traveling on Qantas?
49 Are there bassinets onboard for my infant?
50 How can I book flights to Antarctica?
51 I've forgotten or my PIN. What can I do?
52 How do I find out the conditions of a fare?
53 Can I earn points for travel with non-partner airlines, booked as part of a Qantas travel itinerary?
54 If I'm traveling on a codeshare flight, will I earn Qantas Frequent Flyer points?
55 Where can I find out about employment opportunities?
56 Can I upgrade my flight using Frequent Flyer points?
57 Can I update my Frequent Flyer or Qantas Club membership details online?
58 Can I take out 'family' Frequent Flyer membership?
59 I am traveling with oversized baggage. What should I do?
60 I would like to contact Qantas regarding the exceptional service I received from a Qantas staff member. How can I do this?
61 I am traveling with a baby. What should I bring with me?
62 How do I book a flight online?
63 When should I arrive at the airport for domestic check-in?
64 Do Status credits expire?
65 Do I earn Frequent Flyer points on Jetstar flights?
66 What happens if I turn up at the airport well in advance, but am held up at check-in or security?
67 Can I transfer reward points earned on my credit card to another member's Frequent Flyer account?
68 Does my credit card automatically transfer points to Qantas Frequent Flyer?
69 Do I have access to lounge facilities when I am traveling with a Frequent Flyer partner airline?
70 How do I change my address or details for the Qantas Share Registry?
71 What are International Economy Restricted fares?
72 What type of child car seat can I take onboard?
73 How can I arrange a meal for my child?
74 Can I use my points to make Award flight bookings for family members?
75 Can I use my laptop inflight?
76 How many times can I change my flight booking?
77 What types of credit cards do you accept for payment?
78 Can I renew my Qantas Club membership online?
79 I have two infants aged under 2 years. Can I travel by myself with two infants?
80 What happens if I'm late checking-in or fail to board?
81 What is the latest time I can check in?
82 How many guests can I invite to The Qantas Club, Associated or Partner Airline lounges?
83 Why can't I access Cathay Pacific lounges as a Qantas Club/Frequent Flyer member?
84 Do I need to be traveling with Qantas to access The Qantas Club lounge?
85 Can I combine points with other Frequent Flyers in order to redeem an Award?
86 Where can I get a copy of the inflight magazine The Australian Way?
87 What do I do if I experience technical issues when viewing qantas.com?
88 If Qantas staff are at the check-in counter why can't I check-in within 15 minutes of departure?
89 How will I receive my holiday travel documents?
90 How do I log in to my Frequent Flyer account?
91 I have a fear of flying, can you assist me?
92 Do I need to present my Qantas Club card to access The Qantas Club lounge?
93 Which browser should I use to view qantas.com?
94 Can I join The Qantas Club on the same day as I depart on a Qantas flight?
95 I will be picking up a relative from the airport, where can I check the flight arrival time?
96 How can I arrange wheelchair assistance?
97 I am a student, where can I get information about Qantas for my assignment?
98 Do I need travel insurance?
99 Can a child traveling alone be booked over the internet?
100 Can a deceased member's points be transferred to next of kin or another Frequent Flyer?
101 How to I change my e-mail address?
102 Where can I calculate the number of points needed for an Award flight?
103 How can I tell you about my experience with Qantas?
104 What is a codeshare flight?
105 Can I add my Frequent Flyer number to a booking I have already made?
106 Why can't I make an Award flight booking from some cities when I know Qantas flies there?
107 I am a diabetic and need to carry needles onboard. Can I do this?
108 Can I select a fare type different to the one originally booked?
109 Where can I find information on where Qantas flies to?
110 Do Qantas Club members have access to Qantas Club lounges when flying Jetstar?
111 Can I change my holiday booking?
112 How do I request sponsorship from Qantas?
113 Do fares for children earn the same points as fares for adults?
114 What do I do if the booking process stops at a certain stage, or the same page keeps re-loading?
115 Can I have two Frequent Flyer accounts?
116 What is Lifetime Frequent Flyer recognition?
117 Can I view any of Qantas' Television commercials online?
118 How do I book from a city that does not appear in the list?
119 Can I travel with my sporting equipment?
120 Can I play electronic games onboard?
121 Can I obtain a flight upgrade Award on an Award flight booking?
122 What happens if I have checked-in, but failed to board at least 5 minutes before departure?
123 Can I see what duty free items will be sold onboard the aircraft?
124 What are dangerous goods?
125 How do I make a Jetstar booking?
126 Where can I obtain information on the Australian domestic fare types? 
127 Are there any additional benefits for shareholders?
128 Does Jetstar provide through check-in and baggage transfers to/from Qantas?
129 Can I use other electronic equipment inflight?
130 Who can I contact about the inflight magazine The Australian Way?
131 Can I earn points for traveling on an Award flight?
132 How long will it take to process my Qantas Club application?
133 I need to be able to use my medical equipment inflight, is this possible?
134 How do I use my points for a Hotel or car Award?
135 Can I travel with my service dog?
136 How do I make a Frequent Flyer Award booking on Jetstar?
137 What dividends has Qantas paid?
138 How can I tell if I am traveling on a flight not operated by Qantas?
139 What is the current foreign ownership level?
140 What is the holiday cancellation policy?
141 What is the postal address for your Head Office?
142 Does GST apply on International travel?
143 How do I cancel my holiday booking?
144 Can I change my Frequent Flyer PIN number?
145 How much time is needed to connect between a Qantas and a Jetstar flight?
146 Can I use a wheelchair onboard the aircraft?
147 My partner is unable to logout of their Frequent Flyer account, and I am unable to login to my account. What can I do to fix this?
148 If I have a mobile phone or PDA with flight mode can I use my phone inflight?
149 How much time do I need to connect between flights?
150 Can I obtain a flight upgrade Award on a Qantas commercial booking?
151 If I was originally booked on a Qantas Trans-Tasman flight will I still earn points now Jetstar are operating the flight?
152 I checked my bookings online and can't see my next Qantas booking. What should I do?
153 How do I book an Award flight?
154 How can I find out whether my domestic upgrade has been confirmed?
155 How do I subscribe or unsubscribe for Qantas Red e-Mail?
156 How can I earn Frequent Flyer points?
157 What are 'cookies'?
158 How do I join the Frequent Flyer program?
159 Where can I buy shares in Qantas?
160 What holidays can I book online?
161 I can't see any images on qantas.com. What can I do to fix this?
162 How can I check my points balance?
163 Where can I find information on the Spirit of Youth Awards?
164 Can I use my mobile phone on the aircraft?
165 Can I request a tax invoice for a holiday booking?
166 I need to use oxygen on board is that possible?
167 Can I check-in for a Jetstar flight in a Qantas Club lounge?
168 Can I access The Qantas Club lounge if I am traveling on an Australian Airlines flight?
169 How much does it cost to receive Qantas Travel Spend Reports?
170 What if I need to take medication at certain times?
171 When I transfer points from my credit card reward account how many Qantas Frequent Flyer points will I receive?
172 I have not received my holiday travel documents, what do I do?
173 Can I book a holiday package online?
174 Can I earn points on an unused ticket?
175 I updated my membership details online but they appear not to have been saved. How can I fix this?
176 Can I request a tax invoice after I have made my ReadyRooms hotel booking?
177 How do I make a holiday booking?
178 How can I find out whether my international upgrade has been confirmed?
179 Do Jetstar customers have access to The Qantas Club?
180 How do I use the site search?
181 Can I purchase an extra seat for personal comfort? Before You Travel
182 My partners' details are pre-populated when I try to login. How do I change this? Frequent Flyer
183 The dates displayed in 'Award bookings' are incorrect. How do I change this? Multiple
184 I have heard about DVT. What should I do to reduce the chance of this happening? Before You Travel
185 Can I carry a hot beverage onboard the aircraft? Before You Travel
186 Can I use my Annual Guest Card at Associated or Partner Airline lounges? Qantas Club
187 How do I claim points for travel on Jetstar flights? Multiple
188 Is the SMS Flight Update affiliated with any other program conducted by other partner airlines? Multiple 
189 I am receiving an error when trying to make a holiday package booking, what do I do? Multiple
190 Do you have a Dividend Reinvestment Program? Investors
191 I have breathing problems, can I organize a supplementary supply of oxygen? Before You Travel
192 What fare types do Jetstar offer? Jetstar
193 How do I make a combined Qantas and Jetstar booking? Multiple
194 What information is included in the Qantas Travel Spend Reports? Business Travelers
195 How will I receive my ReadyRooms hotel booking confirmation? Bookings
196 Where can I find further information and weather for the places I will be visiting? Before You Travel
197 Do you pay dividends in foreign currency? Investors
198 Will I have Skybed on my flight? Before You Travel
199 Does it cost anything to register for SMS Flight Updates? Business Travelers 
200 Do I need to register each time I fly with Qantas to receive my SMS Flight Updates?
201 Can I smoke onboard any Qantas flights? Before You Travel
202 What changes are being made to Qantas Group Services on the Tasman? Jetstar
203 I have not received my ReadyRooms hotel travel documents, what do I do? Multiple
204 How do I register for SMS Flight Update? Business Travelers
205 In the case of a delay or cancellation how do I find out the revised departure time? Multiple
206 Do you have copies of your newsletter on qantas.com? Frequent Flyer
207 What are the benefits of registering for Qantas Travel Spend Reports? Business Travelers
208 Can I change or cancel my ReadyRooms hotel booking? Bookings
209 Does my Frequent Flyer number need to be recorded in my booking to receive an SMS Flight Update? Multiple
210 What is the ReadyRooms hotel cancellation policy? Multiple
211 Can you check in for a Jetstar flight from a Qantas Club lounge? Multiple
212 When I print my activity and account summary, part of the page is cut off. How can I fix this? Frequent Flyer
213 Does Jetstar issue e-tickets? Jetstar
214 What happens if a delay is notified by SMS Flight Update and then departure time is revised again? Multiple
215 How do I pay for any taxes applicable to my Frequent Flyer Award Booking? Multiple
216 How do I book more than one room or car? Multiple
217 Are my personal details secure? Website
218 How do I make special requests for holiday bookings? Multiple
219 How can I contact Qantas if I need assistance with my Qantas Travel Spend Reports? Business Travelers
220 When will I be notified by SMS Flight Update of a delay or cancellation for Australian or New Zealand domestic flights?
221 How does Qantas track my business' travel spend for the Qantas Travel Spend Reports? Business Travelers
222 When will I be notified of a delay or cancellation relating to an international flight? Multiple
223 What does Corporate Governance mean to Qantas? Multiple
224 Where can I find further information about the privacy of the information I disclose to Qantas? About Qantas
225 Am I guaranteed of being notified of the delay by SMS Flight Updates? Multiple
226 What are the details of your American Depository Receipts (ADR) program? Investors
227 How do I add a special request when booking a ReadyRooms hotel? Multiple
228 I am an Australian Frequent Flyer, will I be notified by SMS Flight Update of flight delays outside Australia? Multiple
229 Will I be notified by SMS Flight Update if I am booked with a codeshare partner but flying on a Qantas aircraft? Multiple
230 I am not a Frequent Flyer. Can I register for SMS Flight Update? Business Travelers
231 Who can register to receive Qantas Travel Spend Reports? Business Travelers
232 How do I register for Qantas Travel Spend Reports? Business Travelers
233 If I forget to enter my ABN when I book my travel will it get recored in my Qantas Travel Spend Report? Business Travelers
234 How is the ex-dividend date for a dividend determined? Investors
235 How do I get copies of Qantas Financial reports? Investors
236 Where can I find information regarding the graduate program? Employment
237 Is a Qantas chartered flight covered by SMS Flight Update? Multiple
238 Are seats for Frequent Flyer Award bookings limited? Multiple
239 What do I do if I have problems entering my Qantas Frequent Flyer Number in my ReadyRooms hotel booking? Bookings
240 My departure city does not appear in any of the drop-down lists on qantas.com? Why is this?
241 How are Award seats allocated? Multiple
242 Must my phone be an Australian registered phone to receive SMS Flight Updates? Multiple
243 Are my payment details secure? Bookings
244 I am a New Zealand Frequent Flyer, will I be notified by SMS Flight Update of flight delays outside New Zealand? Multiple
245 What terminals does Jetstar operate from? Jetstar
246 Does it matter which employee registers for Qantas Travel Spend Reports? Business Travelers
247 I am unable to access The Frequent Flyer store. How I do fix this? Frequent Flyer 
248 Can multiple employees from one business register to receive the Qantas Travel Spend Reports? Business Travelers
249 What are the baggage limitations on Jetstar? Jetstar
250 Can I book an Award Upgrade on a partner airline? Frequent Flyer
251 When will we receive the Travel Spend Reports? Business Travelers
252 What Qantas flights will appear on the Qantas Travel Spend Reports? Business Travelers
253 When is the best time to make an Award booking? Multiple
254 I am receiving an error when trying to make a ReadyRooms hotel booking, what do I do? Bookings
255 My business is not located in Australia. Can I register for Qantas Travel Spend Reports? Business Travelers
256 Will I receive be notified by SMS Flight Update on an Origin Pacific flight while traveling in New Zealand? Multiple
257 What inflight services does Jetstar offer? Jetstar
258 Will I still be eligible to be notified of delays via a Telesales call out if I register for SMS Flight Updates? Multiple
259 Can I de-register from SMS Flight Update once I have registered? Business Travelers
260 What are Qantas Frequent Flyer online Award flight bookings?
261 Sometimes my flight appears greyed out and I don't know why? Multiple
262 How do I book more than one hotel or room type when making a ReadyRooms hotel booking? Bookings
263 Does Jetstar offer allocated seating? Jetstar
264 When am I unable to use the online Award flight booking service? Multiple
265 What are the check-in times for Jetstar flights? Jetstar
266 How far in advance of travel must Award flight bookings be made? Multiple
267 In what situations can I use the online Award flight booking service? Multiple
268 What do I do if there was no tax quote when I made my Frequent Flyer Award Booking? Multiple
269 How do I find out about special offers for Frequent Flyer members? Frequent Flyer
270 Is there a corporate rate for Qantas Club membership? Qantas Club
271 How do I contact Jetstar? Jetstar
272 How do I purchase items from the Qantas Frequent Flyer Store? Frequent Flyer
273 Cessation of Air Nauru services to/from Norfolk Island

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