What do I do if my Frequent Flyer Card is lost or stolen?

In the event of loss, theft or unauthorised use of your Card or unauthorised use of your Membership number or PIN, it is your responsibility to advise the Frequent Flyer Service Centre as soon as possible. You are liable for all use of the Card or Membership number until Qantas is notified of the loss, theft or unauthorised use of the Card.

Bronze Frequent Flyer Cards are only issued to eligible members residing in Australia and New Zealand. Qantas Club cards are issued to all Qantas Club members, regardless of their place of residence.

A Replacement Card Fee will be charged when a replacement Card is issued. A request to waive the Replacement Card Fee will be considered if a replacement Card is issued for the following reasons:

  • A change of name due to marriage, divorce or deed poll - relevant documentation required;
  • The Card has an inoperable magnetic strip - the Card must be returned to Qantas;
  • The Card was stolen - police report or reference number required;
  • The Card was sent by Qantas but was not received (lost in the mail) - Qantas must be notified within two months of joining or changing status level.

To request a replacement Frequent Flyer Card, call the Frequent Flyer Service Centre and speak to one of our consultants. Please ensure you have your membership number available when calling. Before calling, ensure your address details are correct by visiting Your Profile.

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