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 firstname.lastname@example.org
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
email@example.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
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 -
Tags All Men as Potential Molesters.
Furthermore, when you do find a way in, you get an
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 firstname.lastname@example.org
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
How can I tell you about my experience with
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
So, I went there and filled out the form which
took me through the following URLs.
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
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
3 How do I claim for points missing from my
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
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
19 How do I view my e-ticket itinerary receipt?
20 How can I apply to work as a flight
21 How do I find out which movies will be shown on
22 How and when do I get my e-ticket itinerary
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
26 What are the requirements for flying whilst
27 How do I change my name on my Frequent Flyer
28 What do I do if my Frequent Flyer card was
stolen or lost?
29 London Fuel shortage - impact to Qantas flights
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
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
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
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
43 Can I book partner Award flights online?
44 What items can I pack in my carry on
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
54 If I'm traveling on a codeshare flight, will I
earn Qantas Frequent Flyer points?
55 Where can I find out about employment
56 Can I upgrade my flight using Frequent Flyer
57 Can I update my Frequent Flyer or Qantas Club
membership details online?
58 Can I take out 'family' Frequent Flyer
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
62 How do I book a flight online?
63 When should I arrive at the airport for domestic
64 Do Status credits expire?
65 Do I earn Frequent Flyer points on Jetstar
66 What happens if I turn up at the airport well in
advance, but am held up at check-in or
67 Can I transfer reward points earned on my credit
card to another member's Frequent Flyer
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
70 How do I change my address or details for the
Qantas Share Registry?
71 What are International Economy Restricted
72 What type of child car seat can I take
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
77 What types of credit cards do you accept for
78 Can I renew my Qantas Club membership
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
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
89 How will I receive my holiday travel
90 How do I log in to my Frequent Flyer
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
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
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
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
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
109 Where can I find information on where Qantas
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
115 Can I have two Frequent Flyer accounts?
116 What is Lifetime Frequent Flyer
117 Can I view any of Qantas' Television
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
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
128 Does Jetstar provide through check-in and
baggage transfers to/from Qantas?
129 Can I use other electronic equipment
130 Who can I contact about the inflight magazine
The Australian Way?
131 Can I earn points for traveling on an Award
132 How long will it take to process my Qantas Club
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
135 Can I travel with my service dog?
136 How do I make a Frequent Flyer Award booking on
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
140 What is the holiday cancellation policy?
141 What is the postal address for your Head
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
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
150 Can I obtain a flight upgrade Award on a Qantas
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
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
164 Can I use my mobile phone on the aircraft?
165 Can I request a tax invoice for a holiday
166 I need to use oxygen on board is that
167 Can I check-in for a Jetstar flight in a Qantas
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
170 What if I need to take medication at certain
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
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
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
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
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
188 Is the SMS Flight Update affiliated with any
other program conducted by other partner airlines?
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?
191 I have breathing problems, can I organize a
supplementary supply of oxygen? Before You
192 What fare types do Jetstar offer? Jetstar
193 How do I make a combined Qantas and Jetstar
194 What information is included in the Qantas
Travel Spend Reports? Business Travelers
195 How will I receive my ReadyRooms hotel booking
196 Where can I find further information and
weather for the places I will be visiting? Before
197 Do you pay dividends in foreign currency?
198 Will I have Skybed on my flight? Before You
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
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?
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
209 Does my Frequent Flyer number need to be
recorded in my booking to receive an SMS Flight
210 What is the ReadyRooms hotel cancellation
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?
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
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?
217 Are my personal details secure? Website
218 How do I make special requests for holiday
219 How can I contact Qantas if I need assistance
with my Qantas Travel Spend Reports? Business
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
222 When will I be notified of a delay or
cancellation relating to an international flight?
223 What does Corporate Governance mean to Qantas?
224 Where can I find further information about the
privacy of the information I disclose to 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
235 How do I get copies of Qantas Financial
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
239 What do I do if I have problems entering my
Qantas Frequent Flyer Number in my ReadyRooms hotel
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?
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?
250 Can I book an Award Upgrade on a partner
airline? Frequent Flyer
251 When will we receive the Travel Spend Reports?
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?
254 I am receiving an error when trying to make a
ReadyRooms hotel booking, what do I do?
255 My business is not located in Australia. Can I
register for Qantas Travel Spend Reports? Business
256 Will I receive be notified by SMS Flight Update
on an Origin Pacific flight while traveling in New
257 What inflight services does Jetstar offer?
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
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?
263 Does Jetstar offer allocated seating?
264 When am I unable to use the online Award flight
booking service? Multiple
265 What are the check-in times for 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
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