Qantas

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Qantas

Basic information
Founded	1920
Legal Structure	Private
Industry	Airlines, Aviation
Also known as
Official website	https://www.qantas.com.au

Qantas Airways, established in 1920, is Australia's flag carrier and largest airline by fleet size, international flights, and destinations. It is the world's third-oldest airline and the oldest in the English-speaking world.

Operating from hubs in Sydney, Perth, Melbourne, and Brisbane, Qantas provides an extensive network of domestic and international services. The airline connects major Australian cities and offers flights to destinations across various continents, including Africa, Antarctica, Asia, Europe, North America, and South America. Qantas holds stakes in various other Airlines including Alliance Airlines, Jetstar (in Australia and Asia) and Fiji Airways. 

Qantas is a founding member of the Oneworld airline alliance. Qantas offers various travel classes and provides services such as inflight dining and entertainment. The airline also operates a freight business and a loyalty program Qantas Frequent Flyer.. Its headquarters are located in Sydney, Australia.

Consumer impact summary

Overview of concerns that arise from the conduct towards users of the product (if applicable):

• User freedom
• User privacy
• Business model
• Market control

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• Difficulties with Refunds and Credits - Some customers have reported challenges in obtaining refunds or utilising flight credits
• Loyalty Program Changes - Modifications to the Qantas Frequent Flyer program have sometimes been met with criticism from members who feel the changes devalue their points or make it more difficult to redeem rewards.
• Customer Service Responsiveness: There have been repeated issues with customer service responsiveness, including long wait times and difficulties in resolving complaints and issues

Operational transparency and reliability

There has been concerns about the airline's operational practices, including the accuracy of flight information and the management of flight schedules, as highlighted by the flight cancellation case.

Regulatory compliance

• Issues related to Qantas's adherence to consumer law and other relevant regulations, as evidenced by the ACCC's actions and the resulting penalties.

Incidents

Flight credits (2022)

In 2022 Qantas suffered significant customer backlash in relation to its flight credits policy. Throughout the COVID-19 pandemic Qantas had issued customers vouchers for cancelled services. However customers complained that the vouchers either did not have the value required to re-book the flights due to increases in flight costs, else had short expiration dates that made the vouchers unusable due to ongoing border closures.

Sale of tickets for cancelled services (2023)

Main article: Qantas - Sale of tickets for cancelled services (Ghost Flights)

In August 2023 the Australian Competition and Consumer Commission (ACCC) launched legal action in the Federal Court for anti consumer behaviour conducted by Qantas. It was alleged selling tickets on its website for flights it knew were cancelled. It was alleged that 884,000 customers had been sold tickets for cancelled services and were not swiftly notified. Qantas settled the lawsuit in 2024 agreed to pay $120 Million in fines and compensation.

Data breach (2025)

In July 2025 a large data breach affected an estimated 5.7 million Qantas customers after a data breach of an off-shore call centre located in the Philippines. Qantas informed customers that data in the compromised system included addresses, names, phone numbers, email addresses, Qantas Frequent Flyer numbers, Status tiers, Qantas Frequent Flyer points balances, and Status Credits balances of customers, and was claimed to be released to the dark web by cyber-criminal organisation "Scattered Lapsus$ Hunters". This may place many customers at risk of targeted scams, however as of October 2025 the severity of this impact is not clear.

Additional fees for Qantas' budget airline Jetstar (2026)

In 2026 the budget airline Jetstar, fully owned by Qantas, announced they would no longer allow for overhead luggage to be included in flights by default, and would start to charge an additional fee for this service. Since the closure of several Australian domestic airlines in Australia since the COVID-19 pandemic, there have been concerns raised about the competition of Australian airlines especially in the budget sector. An ACCC report found that Jetstar increased passenger numbers by 10.9% from 2024 to 2025, and a 20.4% increase since 2019. This has raised concerns that Jetstar will continue to offer a poorer service to consumers with no competitive incentive, as they have been shown to decrease their level of service whilst passenger numbers continue to increase.