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
Eligibility for Cover under the policy
Overseas Medical Expenses
Rates and fees
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?
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?
Can I change the term of my Statement Instalment Plan?
How will my repayments be applied to my card?
Can I have more than one Statement Instalment Plan?
How do I make the monthly instalment repayment?
Who can create a Statement Instalment Plan on my card?
Does a Statement Instalment Plan earn Qantas Points?
What happens if I return a purchase that was converted into a Statement Instalment Plan?
How does it appear on my statement?
How can I track my instalment plan?
Can I pay more than my monthly instalment amount?
Is the Statement Instalment Plan amount part of my existing credit limit?
When will I be charged my first monthly instalment?
Can I pay off my Statement Instalment Plan early?
What if I already have direct debit set up?
What is a Statement Instalment Plan?
Will a Statement Instalment Plan affect my interest-free days on my purchases?
Is there a Statement Instalment Plan fee?
What happens if I miss paying the initial interest charge or monthly instalment repayment by the Payment Due Date?
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?
How can I tell which emails are genuine?
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
Qantas Travel Money Card
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?
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?
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?
Managing your account
Can I arrange a back-up or secondary card?
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?
What is a pre-authorisation?
What happens if I make a purchase in a foreign currency and I don’t have enough money in that currency on my card?
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?
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?
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?
Can I retrieve or change my Qantas Travel Money card PIN?
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?
Customer Support and Complaints
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
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?
How are my transactions categorised?
What happens to my categories if I delete an account?
Are my categories applied to past transactions?
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?
Can I link an additional card to Card Offers?
Can I use any credit 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?
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?
All Categories > Qantas Premier Credit Card > Managing your account > How do I dispute a charge on my Premier credit card?
How do I dispute a charge on my Premier credit card?
A transaction dispute occurs when you, or an additional cardholder, questions a transaction charged to your credit card account. We aim to make the experience as easy for you as possible if you find yourself needing to dispute a transaction. Below we’ve provided detailed information of the steps involved in disputing a transaction. MasterCard has set rules and timelines for the dispute process, which can sometimes take up to 180 days to resolve.
We have also included some handy tips that may assist in avoiding future disputes.
Transaction dispute guidelines
- If your dispute is not about a suspected fraudulent transaction, we strongly suggest that you attempt to resolve the dispute with the merchant or service provider.
- For disputes that may arise due to COVID-19, please note that many merchants are proactively offering refunds and reasonable alternatives for future service. If no resolution is agreed upon, we will act on your behalf in the formal dispute process.
- MasterCard has a formal dispute process with set timeframes that we must follow. To allow us to help you resolve your dispute, you must contact us immediately on 1300 992 700, or +61 2 8222 2569, if you’re calling from overseas, or provide us with a completed Dispute Form when you identify a suspicious transaction - ideally this should be within 60 days of the transaction date
- In order for us to act on your behalf, we need you to provide us with all of the available information and supporting documentation along with the Dispute Form signed by the account owner.
- Once we receive your Dispute Form and supporting documentation, we will liaise directly with the merchant's bank to request a copy of the transaction voucher, if appropriate (charges may apply) or a reversal of the charge.
- In the case of Mail or Telephone Order transactions, or PIN@POS, there is no 'transaction' voucher.
- The merchant's bank will respond with either a copy of the voucher, a reversal of the charge, or a request for more information. We will contact you by email if further information is required - please ensure that you respond within the timeframes as advised on the correspondence to ensure that we can continue your transaction dispute.
Dispute cases can take up to a maximum of 180 days depending on the nature of the dispute, and it is important for you to stay in contact with us and assist with the investigation until a resolution is achieved.
This process, form, email and mailing addresses are only for Qantas Premier credit card related requests. For Qantas Money Travel card related requests please refer to this article.
Completed Dispute Forms signed by the account owner can be emailed or returned in the post:
Dispute Form: Qantas Premier Dispute Form
Credit Card Disputes Transaction Services
GPO BOX 40
Sydney NSW 2001
Please Note: Unauthorised transactions are charges that a cardholder claims to never have authorised. We must block your card before pursuing the dispute with the merchant's bank.
Cardholder Cancellation FAQs
Cancelling services due to concerns related to COVID 19
Example - choosing not to fly following precautionary advice or to avoid mandated quarantines upon arrival.
Generally, we do not have chargeback rights if you chose not to use services made available by a merchant, as the merchant has fulfilled its obligations linked to the transaction. This also applies to non-airline merchants, such as hotels and other venues, which kept their obligations to deliver services.
We suggest you check the merchant or service provider terms and conditions relating to their cancellation policy.
Unable to use available service due to travel restriction
Example - Not being permitted to board an operating flight due to your nationality or medical symptoms, or you cannot complete a hotel stay due to border closures.
Generally, we do not have chargeback rights if you cannot use or access services made available by a merchant, as the merchant has fulfilled its obligations linked to the transaction. This also applies to non-airline merchants, such as hotels and other venues, which kept their obligations to deliver services.
We suggest that you check the merchant or service provider terms and conditions relating to their cancellation policy.
No-show penalty charged because the reservation was not cancelled as per the cancellation policy
Generally, we do not have chargeback rights if the merchant was open and made the service available to you. This is because you didn’t cancel the reservation as per the cancellation policy.
However, if you made reasonable attempts to cancel the reservation but were unsuccessful, this may be sufficient for chargeback if supported by documentation of the attempted cancellations.
Missed flight (for any reason) and as a result, missed subsequent separate non-refundable service, such as a cruise or prepaid hotel reservation.
Generally we do not have chargeback rights for the subsequent missed service unless you are entitled to a refund as per the merchant terms and conditions properly.
Merchant Cancellation FAQs
You have prepaid for services (e.g. flight or hotel reservation) and were notified that the merchant will not be able to provide the services. No refund has been processed.
Yes, there are chargeback rights when services are not provided, including when they are cancelled by a merchant due to government restrictions, insolvency or other exceptional circumstances, unless the merchant has a right to provide you with reasonable alternatives based on the terms and conditions, or based on applicable government legislation or regulation.
You are notified that the date of service (e.g. concert, sports event, flight or package holiday itinerary) was changed/postponed due to COVID-19 restrictions; however, you cannot or don’t want to use the service on the new date.
Yes, there are chargeback rights when services are changed or postponed by the merchant and this is not accepted by yourself. You are not obligated to accept reasonable alternative services unless required by the terms and conditions properly disclosed at the time of the purchase, or applicable government legislation or regulations.
You purchased a travel package through a travel agent that included flights and other services, such as hotel accommodation or a cruise. The flights were cancelled but the other services are available for use. Now you want to dispute the entire transaction.
You would usually have chargeback rights for the entire travel package that was purchased. However, whether the issuer has chargeback rights for the entire transaction amount, or only a partial transaction amount will depend on the travel package terms and conditions properly disclosed at the time of the purchase. Note: If you created your own itinerary and booked each item separately, then the flight cancellation would not give rise to chargeback rights on the other separately booked services. You would need to cancel the hotel, tour, cruise etc., individually, within the required merchant cancellation terms and conditions disclosed at the time of the booking.
Other General Questions
You have ordered goods to be delivered but they have not arrived by the scheduled or mutually acceptable extended delivery date.
Example - The merchant has shipped the goods but due to quarantines or travel delays the package has not arrived. Does the issuer have chargeback rights?
Yes. As always, the merchant is responsible for ensuring the goods reach you by the latest expected delivery date. If the goods are expected to arrive late, we encourage you to be patient and flexible to avoid the need for a chargeback.