Qantas Australia Overview
Established in 1920 in the Queensland outback, Qantas is Australia’s largest airline, both for domestic and international flights. Dubbed “Spirit of Australia”, Qantas ranks third oldest airline in the world, right behind Avianca (2nd) and KLM (1st). Qantas is also a founding member of the Oneworld Airline Alliance. This is an organization of the world’s leading airlines that are committed to providing the best level of customer satisfaction and flight experience for frequent travellers.
Qantas operates from three airport hubs within Australia: Brisbane, Melbourne, and Sydney. Headquartered in Sydney, QANTAS is an acronym for its originally listed name, which is Queensland and Northern Territory Aerial Services Limited.
Throughout its long years of operation, it has built a reputation for reliability, superior engineering and maintenance, safety, and customer service.
Qantas group is led by its CEO Alan Joyce, who has been in this position since 2008. Under Mr. Joyce’s leadership, Qantas has seen unprecedented growth in the Asian and domestic market. He has also steered the company into a new strategic direction and launched the airline’s biggest transformation program since 1995, with more than a third of the fleet modernised. Because of his accomplishments, Mr. Joyce was named CEO of the Year by CAPA Centre for Aviation in 2015. He was also named second most influential gay business leader of Financial Times list of “Top 100 Leading LGBT Executives.”
One unusual aspect of Qantas aircraft is that they are given special names. This has been a long-held practice since 1926. When Qantas names their aircraft, they usually follow special themes: Australian aviation pioneers, Australian cities, etc. For instance, the very first A380 of Qantas was named after the Australian Women Pilots’ Association founder Nancy Bird-Walton.
Qantas also upholds Australian aboriginal artwork with its Flying Art series. Since 1994, there have been four aircraft that have been painted with indigenous art, in cooperation with Balarinji Designs. The first commissioned aircraft was released in 1994, and it was painted on a B747-400. This large moving art is entitled “Wunala Dreaming.” In 1995, “Nalanji Dreaming”, depicting the lush colour palette of tropical Australia and its 40,000 years of ancient cultural traditions, was painted on a Qantas Boeing 747-338. The third Qantas aircraft to be painted with indigenous designs is a Boeing 737-800. “Yananyi Dreaming” is a design based on the paintings of Rene Kulitja, and depicted the colours of the landscape surrounding Uluru. The fourth and latest designed is a painting on a B737-800 aircraft entitled Mendoowoorrji.
This indigenous art livery is very important for Qantas, as they pay homage to the heritage of the original peoples of Australia.
Qantas has more than a hundred aircraft as part of its fleet, with several Airbus 330s, Airbus 380s, Boeing 787s, Boeing 747-400s, Boeing 737-800s, Boeing 717s, and Dash 8s.
Qantas Customer Service
Qantas strictly adheres to their commitment to customer satisfaction with their Customer Charter, which is laid out on their website. Being Australia’s leading premium airline, Qantas is committed to the best customer service for their passengers.
Number one in their customer charter is that they will never compromise on safety, which is their top priority.
Second on their customer charter is their commitment to customers and their baggage to get to their destination on time. Qantas cares about their on-time performance because they care about their customers arriving at their destination on time. Because of this, they are vigilant in recording their on-time performance using ACARS, or computerised Aircraft Communication and Reporting System.
Other Qantas commitments include looking after customers if things don’t go as planned and if they have specific needs.
Qantas offers various travel classes, each equipped with various services according to passenger needs. For international flights, Qantas offers Economy, Premium Economy, Business Class, and First Class. For Domestic flights, Qantas offers Economy and Business Class. On Selected B747-400 aircraft, customers can enjoy flat Skybeds on Business Class.
Qantas has enhanced International Business Class from check-in to arrival. First of all, they offer complimentary Chauffeur Drive service on eligible flights worldwide. The Business Lounge offers seasonal menus, workstations and Wi-Fi, and even quick shower facilities. Once onboard, enjoy special amenities, relax in the onboard lounge, and avail of special On Board Dining privileges, most notably Sommeliers in the Sky. “Sommelier in the Sky” is an award-winning special amenity of Qantas.
Through the Manage Your Booking option on the Qantas website, passengers can change or cancel flights, buy extra legroom seats, print or mail their itinerary, and purchase additional baggage allowance. Just input booking or voucher reference number and last name, and they are able to do the service for you online.
Qantas Frequent Flyer Customer Service
As a Qantas Frequent Flyer member, your status is recognised among other Oneworld Alliance Member airlines. Other Oneworld member airlines are Japan Airlines, British Airways, American Airlines, Qatar Airways, Air Berlin, Cathay Pacific, Finnair, Iberia, Royal Jordanian, and SriLankan Airlines.
Qantas values its loyal customers and has a specifically laid-out commitment statement for their frequent flyer customers. This includes making it easy for frequent flyer members to get in touch with the customer service team, and for customers to really enjoy Qantas points.
Qantas Contact Numbers
For new and existing flight booking enquiries, here are the contact numbers of Qantas in Australia and the South Pacific region. Qantas Australia also has a new call-back service to make it easier for customers to get in touch with a service representative.
|Area||Phone Numbers||Open Hours|
|Flights||13 13 13||24 hours, 7 days a week|
|Flight Bookings with Points||13 13 13||24 hours, 7 days a week|
|Arrivals and Departures||13 12 23||24 hours, 7 days a week|
|Country||Phone Numbers||Open Hours|
|Fiji||Ph +679 323 9030||8AM to 5PM Mon to Fri|
8AM to 1PM Sat
|French Polynesia||+689 43 0665||8AM to 5PM Mon to Fri|
8AM to 11AM Sat
|New Caledonia||+687 28 6546||8AM to 3PM Mon to Fri|
|New Zealand||0800 808 767||24 hours, 7 days a week|
|Papua New Guinea||+675 308 3200||8AM to 5PM Mon to Fri|
|Vanuatu||+678 23848||7:30AMto 5PM Mon to Fri|
8AM to 11:30AM Sat
For Qantas Frequent Flyer Membership Enquiries, call the following numbers:
|Australia||13 11 31||Select menu option 2 for Frequent Flyer Service Centre|
|New Zealand||0800 101 500|
Flight Rewards and Priority Reservations Contacts
|Australia||13 11 31||Select menu option 1 for travel arrangements, including Classic Flight Rewards or upgrades|
Open Hours: 7AM – 7PM Mon-SatClosed Australian Public Holidays
|New Zealand||0800 100 767|
Different departments of the Qantas Group:
|Qantas Head Office||+61 (02) 9691 3636|
Qantas Airways10 Bourke RoadMascot NSW 2020
|MCN- Inflight Entertainment||(02) 9209 6300|
|Qantas Investors||1800 177 747|
For Lost Property Enquiries within Australia, contact Baggage Services:
|Domestic Australian Airports||Phone Numbers||Information|
|Adelaide||(08) 8208 8858||Opening hours 7 days 9AM to 5PM|
|Alice Springs||(08) 8950 3915||Opening hours 7 days 8:30AM to 5:30PM|
|Ayers Rock (Uluru)||(08) 8956 2255||Opening hours 7 days 9AM to 3PM|
|Brisbane (Domestic)||(07) 3867 3264||Opening hours 7 days 10AM to 2PM|
|Brisbane (International)||(07) 3307 9086||Message Bank Facility|
|Cairns (Domestic and International)||(07) 4050 4235||Opening hours Mon-Fri 9AM to 5PM|
|Canberra||(02) 6275 5446||Message Bank Facility|
|Darwin (Domestic and International)||(08) 8920 4637||Opening hours 7 days 9AM to 4PM and 4:30PM to 1AM|
|Hobart||(03) 6248 3912||Opening hours 7 days 5AM to 9PM|
|Launceston||(03) 6398 6915|
(03) 6398 6922
|Opening hours 7days 8AM to 8PM|
|Melbourne (Domestic and International)||(03) 8336 4444||Opening Hours 7 Days 7AM to 9PM|
|Melbourne (Domestic and International)||(030 8336 4100||Found Property Opening Hours Mon-Fri 9:30AM – 2:30PM|
|Perth (Domestic and International)||(08) 9270 9433||Baggage Services Opening Hours |
7 days 7AM – 9PM
|Perth (Domestic and International)||(08) 9270 9504||Lost Property Opening Hours Mon-Fri 9AM – 1PM|
|Sydney (Domestic)||(08) 9952 9529||Opening hours 7 days 7AM – 9PM|
|Sydney (Domestic)||(02) 9952 9312||Found Property Opening Hours |
7 days 7AM – 9PM
|Sydney (International)||1300 653 077|
|Townsville||(07) 4758 0019|
Australian mailing address and fax numbers:
Qantas Airways Limited
10 Bourke Road
Mascot NSW 2020
Fax: 1800 613 844 within Australia
+61 2 9490 1857 outside Australia
The Qantas website has a special page for emailing concerns regarding baggage, check-in, managing bookings, frequent flyer program, Qantas club, and much more. Passengers can also check out the FAQs page for answers to common queries and concerns.
There are other ways of contacting Qantas, which includes joining and subscribing to their social media accounts. In order to stay up to date with announcements, product launches, and general news, join them on Facebook (Qantas) or connect with them on LinkedIn (Qantas). View products and services and other interesting facts about the company through the Qantas YouTube channel. Share Qantas-connected stories and images on the @Qantas Instagram account. Passengers can directly message, share information, or get breaking news through the Qantas Twitter account (@qantas, @qftravelinsider, @qantasusa). Customers can get the latest news and sale alerts by subscribing to Red Email or RSS feeds.