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Qantas travel money, 27/02/2024 • knowledge, information.

What is Qantas Travel Money?

Qantas Travel Money is a prepaid debit card facility built into the back of the Qantas Frequent Flyer membership card. You can lock in exchange rates on multiple currencies and earn Qantas Points on eligible purchases at home and overseas. You must be an Australian resident to use Qantas Travel Money. Qantas Travel Money is issued by EML Payment Solutions Limited ('EML') (AFSL 404131) (the Issuer). Consider the Product Disclosure Statement (PDF)  and Target Market Determination (PDF) . Conditions apply. Learn more about  Qantas Travel Money .

Other Useful Articles

• Domestic travel on international flights
• Qantas Customer Care Travel Voucher
• Earning Qantas Points on travel with non-partner airlines
• Qantas Travel Insurance Policies
• Accessing the Qantas Club lounge

• United States
• United Kingdom

In this guide

Restrictions

Your reviews, ask a question, qantas travel money card review.

This prepaid travel money card offers Qantas Points on all eligible purchases at home and overseas.

The Qantas Travel Money Card is a reloadable, prepaid Mastercard that lets you load and lock in exchange rates for up to 10 foreign currencies. This gives you a way to avoid currency conversion fees when you're travelling or shopping online with overseas retailers. The Qantas Travel Money Card (previously known as Qantas Cash) is also the only prepaid travel money card that lets you earn Qantas Points as you spend.

Qantas Travel Money Card supported currencies

• Australian dollars (AUD)
• United States dollars (USD)
• Great Britain pounds (GBP)
• Euros (EUR)
• Thai baht (THB)
• New Zealand dollars (NZD)
• Singapore dollars (SGD)
• Hong Kong dollars (HKD)
• Canadian dollars (CAD)
• Japanese yen (JPY)
• Emirates dirham (AED)

You can load money onto the card in any of these supported currencies. You can also transfer funds between the currency wallets held on your card.

Exchange rates

Qantas and Mastercard Prepaid determine the foreign exchange rates used on this card, which vary daily. You'll get details of the applicable exchange rate before you load funds or transfer them between currency wallets.

You can also get details of current exchange rates through the Qantas Money app, website or by calling Mastercard Qantas Travel Money Global Support on 1300 825 302 (Australia) or +61 1300 825 302 (overseas).

Funds loaded via bank transfer or BPAY are loaded in Australian dollars, which is the default currency. You can change your default currency by logging into your account online at Qantas Travel Money.

Currency wallet order

If you're spending money in a currency that's loaded on your card, those funds will be used first. For example, if you're in the UK and have GBP loaded on your card, the payment would be made in GBP.

Default currency order

• AUD Australian Dollars
• USD United States Dollars
• GBP Great British pounds
• THB Thai baht
• NZD New Zealand Dollars
• SGD Singapore Dollars
• HKD Hong Kong Dollars
• CAD Canadian Dollars
• JPY Japanese Yen
• AED United Arab Emirates Dirham

Where can I use my Qantas Travel Money (Qantas Cash) Card

The Qantas Travel Money Card can be used around the world, where Mastercard is accepted. This includes in-store, online and at ATMs.

Just keep in mind that some businesses may not accept a Mastercard Prepaid card, including for pre-authorising transactions (such as hotel security deposits). You also you can't use it for manual or offline transactions, unlawful activity, gambling or adult entertainment.

Features of the Qantas Travel Money Card

• Locked-in exchange rates. You'll get details of the exchange rate before you add funds to this card and can lock it in for the supported foreign currencies. This helps you avoid changes in the exchange rate when you're overseas. It also makes it easier to know how much money you have to spend in each currency.
• Earn Qantas Points. You'll earn 1.5 Qantas Points per AUD$1 on eligible spending in a foreign currency and 1 Qantas Point per AUD$4 spent in Australia. Eligible spending includes most purchases and retail payments. But transactions that don't earn points include money orders, foreign currency purchases, gambling chips and ATM withdrawals.
• Earn points twice with partners. If you use the Qantas Travel Money Card to pay for spending with Qantas partners, you'll earn points once with the merchant and once with the card.
• Worldwide ATM alliance. You can access cash anywhere in the world at any ATM that accepts Mastercard Prepaid.
• Smartphone app. The Qantas Money app gives you a way to manage your account and check details straight from your phone or device. This includes checking your balance and transactions, loading funds, getting your PIN and temporarily locking the card.
• No domestic ATM withdrawal fees. You can withdraw cash at any ATM within Australia without being charged a fee. But keep in mind that some ATM operators may directly impose a separate fee.

How much does the Qantas Travel Money Card cost?

There's no monthly or annual fee for the Qantas Travel Money Card but some fees do apply at other times. So, we've covered them here:

How to use the Qantas Travel Money card

Once you have successfully requested your Qantas Travel Money Card, here are 3 key steps to use it.

1. Activate the card

After requesting the card, you'll get details of how to set up your account. This includes an identity verification process that's typically done online, but may be done in-person if required.

Your card will be activated once you've set up your account. You'll then need to get your PIN, which you can do by logging in to the Qantas Money website or app, or by calling Mastercard Qantas Travel Money Card Global Support on 1300 825 302, or +61 1300 825 302 from overseas.

2. Load funds on the card

You can add funds to your Qantas Travel Money Card online or through the app using BPAY, bank transfers or a debit card.

With BPAY, it takes up to 2 business days for the transaction to be processed and funds to be available. With a bank transfer, it takes 1 day. With a debit card, funds are instantly available but there is a 0.5% fee for loading funds via debit card. Note that payments processed after 2pm AEST may take longer.

Manage your account

You can can check your transaction history and balances, transfer currencies and update you settings at any time by logging in to your account through the Qantas Money app or website.

Alternatively, you can calling Mastercard Qantas Travel Money Card Global Support on 1300 825 302 in Australia or +61 1300 825 302 from overseas.

What do I do if I return home with foreign currency remaining on the card?

There are no fees for keeping funds on this card. So you could leave them in the foreign currency, convert them to another foreign currency or convert them to Australian dollars to spend domestically.

You can also transfer funds to another Qantas Travel Money Card through your account.

If you decide to close the account, you can contact Mastercard Qantas Travel Money Global Support on 1300 825 302 and get the remaining funds deposited in your nominated bank account.

Who do I contact if my card is lost, stolen or damaged?

You can put a temporary lock on your card through the Qantas Money app if it's lost or stolen.

For further security support or to cancel the card due to fraud, contact Mastercard Qantas Travel Money Card Global Support on 1300 825 302 in Australia or +61 1300 825 302 from overseas.

How to get the Qantas Travel Money Card

You can request a Qantas Travel Money Card online through the Qantas Money website.

You'll need to log in to your Qantas Frequent Flyer account and fill in a simple request form.

Are there any eligibility requirements?

You must be more than 16 years old, a Qantas Frequent Flyer member and have a residential address in Australia. You also need to complete an identity check. If this can't be done online, you can get your ID verified at an Australia Post outlet.

• Qantas Travel Money Card information PDF
• Qantas Travel Money Card TMD

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February 18, 2024

Should I load Japanese Yen onto my Qantas Money card to use in Japan or is it better to just load AUD and use that

Sarah Megginson Finder

February 20, 2024

Hi Maya, If you load it as AU currency, you may be charged currency conversion fees and international transaction fees, so you’re better off loading Yen.

February 07, 2024

Can you use your Qantas Money card to tap for purchases overseas? Will it work in Egypt?

February 14, 2024

The card works in all countries except in geographical regions currently affected by sanctions. These include Iran, North Korea, Sudan, Syria and the Crimea, Donetsk and Luhansk regions, though Qantas may change and update this list at any time.

You will need to present the card and physically insert or swipe it, so you won’t be able to tap.

Hope this helps!

January 15, 2024

Can I deposit cash to qf money card? If yes how and where I can do it? Any charges for cash loading?

Yes, a charge of 0.5% applies for loading currency.

You can do this online.

Best of luck!

December 21, 2023

Hello Amy, Which of the Travel Money Cards can be linked to your phone for digital payments?

Amy Bradney-George Finder

December 27, 2023

Hi Pete, Thanks for your question. One option is to consider cards that can be added to Apple Pay or Google Pay, such as the Wise Travel Money Card or Revolut travel account. Some cards also offer apps that you can use to pay and/or manage the account. While mobile wallet payments are easy for online shopping, keep in mind that you may need to use a physical card when you’re travelling. So you may want to compare a wider range of travel money cards to find one you want. I hope this helps.

November 19, 2023

I want to know, if I have loaded CAN dollars and used my card for ‘tap’ purchases, such as a coffee ect. Do fees apply?

November 21, 2023

Hi Bel, This card doesn’t charge additional fees for contactless payments. Just keep in mind that there could be other costs, for example if a business applied a fee for card payments. I hope this helps.

Amy Bradney-George

Amy Bradney-George was the senior writer for credit cards at Finder, and editorial lead for Finder Green. She has over 16 years of editorial experience and has been featured in publications including ABC News, Money Magazine and The Sydney Morning Herald. See full profile

• Debit cards
• Wise Travel Money Card Review
• Revolut travel account review
• South Korea

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Qantas Premier Credit Card

Who is the credit provider and issuer of Qantas Premier credit cards?

Why choose a Qantas Premier credit card?

How long does the application process take?

Can I transfer a balance from another credit card?

Who can apply for a Qantas Premier credit card?

Can I add an additional cardholder?

What’s the difference between the Qantas Premier Everyday, the Qantas Premier Platinum and the Qantas Premier Titanium card?

Can I have a Qantas Premier Platinum, Qantas Premier Titanium and Qantas Premier Everyday card?

How do I apply for a Qantas Premier credit card?

How do I remove an additional cardholder from my account?

How do I reduce the size of an image I need to upload?

Change my product

Can I still spend on my current credit card whilst my new one arrives?

Am I eligible for any sign up bonus Qantas Points when changing Qantas Premier credit cards?

What happens to any additional cardholders that are currently on my credit card?

How long will it take for a change of Qantas Premier credit card to be processed?

What will happen to any periodic payments I have set up on my card?

What will happen to the annual fees when my product change is approved?

What happens to the benefits on my card?

How can I change my Qantas Premier credit card account?

What happens to the statements from my old credit card?

Features and rewards

What travel insurance cover is included with my card?

What is ‘Get away interest free for 6 months’?

When will I receive my Lounge Invitations?

How many Qantas Premier Titanium flights discounts do I get a year?

Where can I use my Qantas Premier credit card?

Do bonus Status Credits expire?

How can I book a flight to earn bonus Status Credits?

How do I link my Lounge Invitations to a flight?

How many Qantas Points will I earn on purchases?

When will I receive my bonus Qantas Points?

What services are provided by the Qantas Premier Concierge?

How can I view the bonus Status Credits I’ve earned on my account?

Is there an interest-free period on my account?

What extended level of coverage does my Qantas Premier Titanium credit card provide?

If I cancel my booking, am I eligible for another Qantas Premier Titanium flight discount this year?

How do I make a travel insurance claim?

How can I use my Qantas Premier Titanium metal card for contactless payments?

What flights are eligible to earn bonus Status Credits?

Can I earn bonus Status Credits on Classic Reward bookings?

Which transactions will earn Qantas Points?

Can I use Points Plus Pay to book my flights and earn bonus Status Credits?

Do bonus Status Credits count towards Lifetime Membership tiers?

How long are my Lounge Invitations active for?

How do I claim any missing bonus Status Credits?

Can bonus Status Credit help me acquire or maintain Platinum One membership status?

How can I change my booking made using my Qantas Premier Titanium flight discount?

How do I order from Qantas Wine?

How do I sign up for my complimentary Qantas Wine Premium Membership from my Qantas Premier Titanium credit card?

How do I book discounted companion fares?

Can I book a multi-city flight using my Qantas Premier Titanium flight discount?

Where can I redeem my Lounge Invitations?

Can I share my Lounge Invitations with a person I’m travelling with?

How do I book a flight with my Qantas Premier Titanium flight discount?

My flight was cancelled, and I was moved to another flight, how do I claim my missing bonus Status Credits?

Complimentary Travel Insurance

Personal Baggage, Valuables, Money and Travel Documents

Trip Cancellation and Amendment

Pre-existing Medical Conditions

Other Questions

Eligibility for Cover under the policy

Overseas Medical Expenses

Rates and fees

What interest rates apply?

What fees apply and when are they charged?

Balance Transfers

How can I get the most out of my Balance Transfer?

If I have Balance Transfers at different rates, which one does my credit card payments get applied to first?

What is a Balance Transfer?

What are the benefits of closing my other credit cards after a Balance Transfer?

How does a Balance Transfer work?

How does a Balance Transfer affect the interest charged on my account?

Managing your account

How do I report suspicious transactions?

How do I activate my card?

How can I pay bills with my card?

How do I decrease my credit limit?

How do I increase my credit limit?

How can I unsubscribe from marketing emails?

What should I do if my card is lost or stolen?

Why do I need to enter a password to access certain features?

How are my monthly repayments calculated?

How can I withdraw cash from my account?

Can I choose my own card PIN?

What format is the transactions file in?

How can I pay my credit card bill?

Where can I find my statements?

How can I manage my Qantas Premier account?

Will my replacement card have the same card number and PIN number?

How do I close my account?

How do I update my address or personal details?

How far back can I download my transactions?

How do I download my transactions?

How do I dispute a charge on my Premier credit card?

How are payments allocated if I have additional cardholders?

Cancelling a recurring payment

What is Apple Pay?

How does the Apple Pay experience compare to using my plastic card?

Which Qantas Premier products can be used with Apple Pay?

What do I need before I can start using Apple Pay?

Which devices are compatible with Apple Pay?

How do I set up my Qantas Premier card on Apple Pay?

How do I set my Qantas Premier card as the default card in Apple Pay?

Can I add the same card to more than one device using Apple Pay?

How do I remove my card from Apple Pay?

The card image I see in Apple Pay does not match my physical card. Is there an issue with my Apple Pay set up?

Can I add more than one card on Apple Pay?

Where can I use Apple Pay?

How do I make an in-store purchase with Apple Pay?

Do I need to have an active internet connection for Apple Pay to work?

Will I need to enter my card PIN?

Why was my request to add my card to Apple Pay declined?

How much of my credit card available limit can I access when using Apple Pay?

How can I reverse a transaction made using Apple Pay?

How do I return a purchase if I used Apple Pay to make the payment?

How can I keep track of purchases I’ve made with Apple Pay?

How do I dispute a purchase made with Apple Pay?

Can I use Apple Pay overseas?

Can I use Apple Pay at ATMs?

Is Apple Pay secure?

What is a Device Account Number?

What should I do if my device is lost or stolen?

Does Apple Pay have access to my credit card account?

If my device is formatted or jailbroken, will my Apple Pay information remain on it?

Will I continue to enjoy the features and benefits of my Qantas Premier credit card, including points earn, when I use it for payment with Apple Pay?

What should I do if I lose my card and I’m issued a replacement card?

What should I do if my card expires and I’m issued a renewed card?

Can I continue to use my physical card if I disable Apple Pay or remove my digital card from Apple Pay?

If I switch devices, do I need to set up my card in Apple Pay all over again?

If my device is formatted or jailbroken, will my Google Pay information remain on it?

What is Google Pay and Google Wallet?

Can I use Google Pay overseas?

Can I add more than one card to Google Wallet?

How do I make a purchase using my Qantas Premier Card in apps and websites?

How much of my credit card available limit can I access when using Google Pay?

How do I return a purchase if I used Google Pay to make the payment?

Can Additional Cardholders add their cards to Google Wallet?

Will I need to enter my card PIN with Google Pay?

How can I keep track of purchases I’ve made with Google Pay?

Can I add the same card to more than one device?

How do I remove my card from Google Wallet?

How do I make a purchase using my Qantas Premier card in-store?

Can I continue to use my physical card if I disable Google Pay or remove my digital card from Google Pay?

If I switch devices, do I need to set up my card in Google Pay again?

How do I reverse or dispute a Google Pay transaction?

Will I continue to enjoy the same features and benefits of my Qantas Premier credit card, including points earn, when I use it for payment with Google Pay?

Do I need to have an active internet connection for Google Pay to work?

Does Google Wallet or Google Pay have access to my credit card account?

What happens if there are fraudulent transactions made using Google Pay?

What should I do if I lose my card, or my card expires and I'm issued a replacement card?

What happens if my device is lost or stolen?

Why was my request to add my card to Google Wallet declined?

Whom can I talk to for further help with Google Pay?

Which Qantas Premier credit cards can be used with Google Pay?

How do I set my Qantas Premier Card as the default card in Google Wallet?

Where can I use Google Pay?

How do I set up Google Pay and add my Qantas Premier card?

Are Google Wallet and Google Pay secure?

Which devices are compatible with Google Pay?

Instalment Plans

Can I change the term of my Instalment Plan?

How will my repayments be applied to my card?

Can I have more than one Instalment Plan?

How do I make the monthly instalment repayment?

Who can create an Instalment Plan on my card?

Does an Instalment Plan earn Qantas Points?

What happens if I return a purchase that was converted into a Statement Instalment Plan?

How do instalment plan(s) appear on my statement?

How can I track my instalment plan?

Can I pay more than my monthly instalment amount?

Why am I not eligible for a Cash Instalment Plan?

Is the instalment plan amount part of my existing credit limit?

When will I be charged my first monthly instalment?

Can I pay off my instalment plan early?

Will I be able to set up a Statement Instalment Plan if I have a direct debit set up?

What is a Statement Instalment Plan?

Will an instalment plan affect my interest-free days on my purchases?

Is there a fee to set up an instalment plan?

What happens if I miss paying the initial interest charge or monthly instalment repayment by the Payment Due Date?

Open Banking

What is Open Banking?

What information can be shared with Accredited Data Recipients (ADRs)?

How does data sharing work?

Can any institution request access to my data?

Where can I find out more about the Consumer Data Right legislation?

Financial difficulty

What if I’m finding it hard to meet my Qantas Premier credit card repayments?

Loss of a loved one

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What do I do if I receive a suspicious phone call?

How does Qantas Money protect my Qantas Premier account?

How does Qantas Money protect my financial data?

How can I protect myself online?

What are some scams I need to be aware of?

Customer Support and Complaints

Accessibility and Disability Support - Qantas Premier credit card

Managing your cash flow during COVID-19

Family and Domestic Violence

Coronavirus update

How do I lodge a complaint relating to my Qantas Premier Credit Card?

Qantas Travel Money Card

General information

Which currencies are available on Qantas Travel Money?

What is the Qantas Card and Qantas Travel Money all about?

Who's eligible for Qantas Travel Money?

Is Qantas Travel Money a credit card or a debit card?

Why does the Qantas Card have two sides?

Does this mean that Qantas is now also a bank?

What are the benefits of Qantas Travel Money?

Apply and activate

How do I apply for and activate Qantas Travel Money?

How do I enable the travel money facility on my Qantas Card?

How do I get the Qantas Card and Qantas Travel Money?

If I select to be verified against Illion (formerly Dun & Bradstreet) records will a credit check be conducted?

Can I apply for and activate Qantas Travel Money if I have a foreign passport?

How do I use Qantas Travel Money?

What if the details on the Qantas Travel Money identity verification form are incorrect?

What if I don’t have an Australian Passport or an Australian Driver’s Licence?

What do I do if I'm unable to activate Qantas Travel Money online?

What if I don't want to use Qantas Travel Money?

I’ve forgotten my Qantas Travel Money card PIN, how do I retrieve it?

What if my PIN is blocked at an ATM or in-store?

How do I get my card PIN?

Is my card PIN different to my Qantas Frequent Flyer PIN?

How do I change my PIN?

Rates, fees and limits

What exchange rate applies to Qantas Travel Money?

What fees apply to Qantas Travel Money?

What limits apply to Qantas Travel Money?

Do fees apply if I don’t have the local currency on my card?

What happens if I make a purchase in a foreign currency and I don’t have enough money in that currency on my card?

Can I arrange a back-up or secondary card?

How do I cash out remaining funds on the Qantas Travel Money card?

How do I transfer between currencies on the Qantas Travel Money card?

What is a pre-authorisation?

Does the card come with Mastercard Contactless?

Do I get a line of credit or overdraft with Qantas Travel Money?

I am a Qantas Club member and have a Qantas Club card. Do I need both cards?

How do I update my local time and time zone?

When to use

Where can I use Qantas Travel Money?

Can I use Qantas Travel Money if the local currency isn’t available?

Can Qantas Travel Money be used for Qantas in-flight duty free purchases?

Can I use Qantas Travel Money to pay for flights at qantas.com?

Using overseas

Is there anything I need to do before I go overseas?

Do I press Cheque, Savings or Credit when I make a purchase or withdraw cash using Qantas Travel Money?

Can I view my Qantas Travel Money balances at overseas ATMs?

What should I do with my card when I return from overseas?

What will happen if the local currency isn’t available to load on Qantas Travel Money?

I’d like to use Qantas Travel Money in the United States - will my card be accepted?

Should I pay in Australian dollars instead of the local currency when I’m overseas?

Are there any countries where the Qantas Travel Money Card won’t work?

Transactions

Why has a transaction declined when I have enough funds on the card to complete the purchase?

Why would an online transaction be declined if I have enough money to complete the purchase on the card?

Contact Information

Accessibility and Disability Support - Qantas Travel Money

What should I do if my card is lost, stolen or damaged?

How do I lodge a complaint relating to my Qantas Travel Money Card?

Qantas Money App

Understanding your PINs and Passwords

Can I use my fingerprint to log in?

The app doesn’t recognise my fingerprint

What if I’ve forgotten my passcode?

How do I log out?

Managing your finances

Why use the Qantas Money app?

Connecting accounts

How do I delete an account?

What does ‘pending’ mean?

I can’t see my transactions

I can’t find my bank in the list

Can I transfer money using the app?

Is it OK to enter my online banking login details?

How do I add a new account with a connected financial institution?

What type of accounts can I connect?

Why is the transaction date different to the date I made the transaction?

When are my balances and transactions updated?

Transaction categories

How are my transactions categorised?

What happens to my categories if I delete an account?

Are my categories applied to past transactions?

Notifications

What are notifications?

What kind of notifications can I set up?

How do I receive notifications?

Is there a cost for receiving notifications?

How do I set up notifications?

Can I delete or change my notifications?

Will I receive notifications if I’m not connected to the internet (e.g. Wi-Fi, 4G, etc)?

Can I view notifications I’ve previously received?

Why do I need to turn on my App Notifications settings?

Why can I see a notification in my notification history that I didn’t receive?

I’ve received a notification, but can’t see it in my history?

Can I set my own Travel Money low balance alert amount?

Why can’t I find notifications in the app?

How can I make sure that I get access to all available notifications?

What happens when new types of notifications become available?

Contact details

How do I update my contact details?

What if I notice a suspicious transaction?

Qantas Points

Missing Qantas Points?

How can I use my Qantas Points?

How do I view my Qantas Points balance?

Card Offers

Card Linking

Can I link an additional card to Card Offers?

Can I use any card that I have added to my Qantas Money App for Card offers?

Can I link another card in addition to my Qantas Premier Card?

Can I link and earn points with a debit Mastercard® or Visa® card?

Why can't I see my Card Offers on the Qantas Money website?

Why am I not receiving any/many offers?

How long will my offers be valid for?

What are the terms and conditions of the offers?

Why am I receiving offers that don't seem well matched to me?

Can I share an offer with my partner/friend etc?

Why did my friend get an offer for a specific store and I did not?

Are offers applicable to both purchases in-store and online?

What retailers are included in the program?

Earning bonus Qantas Points

Why does it take up to 15 days to receive my points?

How can I check if I have successfully earned points on an offer?

Missing Points

How do I follow up on missing points from Card Offers?

What if I forget to use my linked card, can I still earn the points?

How can I opt out of Card Offers?

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Let us know 

We recognise that sometimes things can go wrong, and when they do, we want you to tell us so we can put them right as soon as possible. So if you’re unhappy with something, then please make sure you let us know by calling Qantas Travel Money on 1300 825 302 from Australia or +61 1300 825 302 if you are travelling internationally. 

Sending us feedback or a complaint via email

To contact us in writing you can email us at [email protected] .

To assist our team with their investigation, the following information should be included if available:

• Full Name of the account holder
• The Qantas Frequent Flyer number of the account holder    
• A summary of your feedback/complaint
• What you would like to happen next and/or the outcome you are looking to achieve
• Any details of who you have spoken with (if anyone) to have this matter resolved
• Contact details such as the desired e-mail address and contact phone number

Important note : Please do not put any unnecessary personal information in the email such as account numbers, DOB, mothers’ maiden name etc. So we can resolve your complaint as quickly as possible, we may need to contact you by telephone to confirm your identity, prior to sending you an email response. Please note also that we are only able to address concerns related to your Qantas Travel Money facility. For any matters relating to Qantas Frequent Flyer generally, please contact 13 11 31

You can also write to us by sending a written complaint to:

Qantas Travel Money Dispute Resolution 

72 Christie Street

St Leonards NSW 2065

How long will it take?

We will aim to resolve your complaint within 21 days, although it is not always possible to do so. If we are unable to resolve your complaint to your satisfaction within 30 days, you may be eligible to escalate the complaint to our external dispute resolution service. The period of 30 days may be extended in exceptional circumstances or where the Issuer decides to resolve the complaint under the rules of the Mastercard scheme.  

For complaints that are particularly complex or need investigation with other teams, more time may be required, we will advise you of the expected resolution date and keep you updated on our progress.

If you remain unsatisfied

If you remain unsatisfied with the outcome of your complaint after it has been reviewed by the Qantas Travel Money Service Quality team, you can request an independent review by the Australian Financial Complaints Authority (AFCA) on the details below.

Australian Financial Complaints Authority (AFCA)

You can also contact the Australian Financial Complaints Authority (AFCA), an external dispute resolution service:

Website:  www.afca.org.au

Email:  [email protected]

Phone:  1800 931 678  (free call)

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

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