A full list of frequent flyer program phone details for faster research and booking

GUIDE: Using Points
DIFFICULTY: Easy
TIME TO READ: 1 minutes
POSTED: June 21, 2017
UPDATED: February 28, 2018
LOYALTY PROGRAMS: Relevant to Multiple Programs

It’s no secret – frequent flyer redemptions can be a pain, especially given how much time you’ll spend getting through to a customer service agent on the phone.

Often phone calls are the only way to complete a task that’s not even complex – they are just a necessary fact of frequent flyer life.

Call enough times and you’ll start to see how much time you are wasting finding phone numbers, selecting options and verifying fees. So we thought we should collate all the information for you in one place (this page) for the major frequent flyer programs we deal with in Australia in the hope it will save us all some time.


Quick Links

Key programs:

Other overseas programs:


Qantas Frequent Flyer

Australian Phone #Flight bookings: 13 13 13

Service Centre (Membership Enquiries): 13 11 31
Overseas Contact #Contact number varies depending on location
Number sequence
for paid reservations
Domestic: Enter Qantas Number + Pin then 1-2

International: Enter Qantas Number + Pin then 1-2
Number sequence
for frequent flyer reservations
Domestic: Enter Qantas Number + Pin then 1-2

International: Enter Qantas Number + Pin then 1-2
Award phone booking feeFor International: 6,000 Qantas Points per passenger
For all other: 3,500 Qantas Points per passenger
Award cancellation fee6,000 Qantas Points per passenger
Award change fee5,000 Qantas Points per passenger plus phone fee if change made over the phone

Phone change fees:
For Domestic AU / NZ: 4,000 Qantas Points per passenger
For Trans Tasman: 4,000 Qantas Points per passenger
For International: 8,000 Qantas Points per passenger
Hours24 hours 7 days for reservations

Qantas Frequent Flyer Service Center (for account related queries):
7:00am-7:00PM AET(M-S)
Link to FeesFrequent Flyer Terms & Schedule of Fees

Virgin Australia Velocity Frequent Flyer

Australian Phone #Paid reservation: 13 67 89

Award Redemption/ Paid Reservation: 13 18 75
Overseas Contact #Contact number varies depending on location

AU Guest Contact Centre: +61 7 3295 2296
Number sequence for paid reservationsDomestic: 1-Velocity Membership Number -1-1

International: 1-Velocity Membership Number-2-1
Number sequence
for frequent flyer reservations
1-Velocity Membership Number-3-1
Award phone booking feeDomestic/Trans Tasman/Short Haul:$40 or 5,200 Points per person per booking

Long Haul International: $70 or 8,800 Points per person per booking
Award cancellation feeDomestic: AU$35 (or 4,500 points)
International: AU$60 (or 7,500 points)
Award change feeDomestic: AU$35 (or 4,500 points) + 1.3% up to AU$11 Card Fee + Fare Difference

International: AU$60 (or 7,500 points) + 1.3% up to AU$70 Card Fee + Fare Difference
Open Hours24 hours 7 days for paid reservations

Award Redemption:
8:00AM-8:00PM AEDT (M-F)
Link to FeesVelocity Fee Schedule and redemption booking fees

Singapore Airlines KrisFlyer

Australian Phone #Reservation: 13 10 11

Krisflyer Membership Services: 02 8228 1188
Singapore Phone #+1 800-742-3333
Number sequence
for paid reservations
Krisflyer members

Suites/First/Business Class:
Krisflyer membership number + pin then 3-1

Economy/Premium Economy:
Krisflyer membership number + Pin then 3-2

Non-Krisflyer members
Business: #-2-1
Premium Economy: #-2-2
Number sequence
for frequent flyer reservations
Award booking on Singapore Airline:
Krisflyer number + pin then 1-1

Award booking on Partner Airlines:
Krisflyer number + pin then 1-2
Award phone booking feeUS$25
Award cancellation fee$75 on Saver,
$50 on Advantage
Award change feeChange of date, route, flight or carrier on partner airlines: $50

Change of route, cabin class or award type on Singapore Airlines / SilkAir: $25

Change of date on Singapore Airlines / SilkAir: $25 on Saver
No-show fee$100 Economy
$200 Premium Economy
$300 Business and First Class
Open Hours24 hours 7 days
Link to FeesKrisFlyer Service Fees Page

Cathay Pacific Asia Miles

Australian Phone #1800 129 264
Home Country Phone #852 2747 3838
Number sequence for paid reservations1-1-Membership number -0-2
Number sequence for frequent flyer reservations1-1-Membership number -0-2
Award phone booking feeNo fee we're aware of
Award cancellation feeUS$120 or 12,000 Asia Miles
Award change feeChange of route/itinerary: US$100 or 10,000 Asia Miles

Change of Travel Dates: US$25 (or 1,000 mileage credits) online or US$40 (or 4,000 mileage credits) through other channels
Open Hours24 / 7
Early morning HK time can be best for shortest wait times
Link to FeesAsia Miles FAQ Page

Etihad Guest

Australian Phone #1300 532 215
UAE Phone #+971 (0)2599 0000
Number sequence
for paid reservations
Press 1-4-2

or

For Business/First Class
Press 1-2-2

For Economy
Press-1-3-2
Number sequence
for frequent flyer reservations
Press 1-4-1

or

Press 1-2-1 for Business/First Class

Press 1-3-1 For Economy
Award phone booking feeAU$25
Award cancellation feeAU$115 contact center service fee
+ 10% of total miles
+ taxes and carrier charges
Award change feeIf calling the contact centre;

Originally booked via contact centre:
AED100 for date changes

Originally booked online:
US$20 contact service fee + AED100 for date changes
Open Hours24 hours 7 days
Link to FeesEtihad Guidelines and Fee

Emirates Skywards

Australian Phone #+61 1300 303 777
Number sequence
for paid reservations
Press * then 1 for Business/First Class

Press * then 3 for any other booking
Number sequence
for frequent flyer reservations
Press 1-Skywards membership number then * and 1
for First/Business Class

Press 1-Skywards membership number then * and 3
for other booking
Award phone booking feeNo fee we're aware of
Award cancellation feeFlex Plus: Free

Flex: US$50

Saver: US$75
Award change feeFree for Flex Plus and Flex, US$25 for Saver

Fee waived for infants
Open Hours24 hours 7 days
Link to FeesSkywards programme rules

American Airlines AAdvantage

Australian Phone #(+61) 2 9101 1948
US Phone #1-800-882-8880
Number sequence for paid reservationsPress 2-3
Number sequence for frequent flyer reservationsPress 3
Award phone booking feeUS$75 if less than 21 days from departure date, Free for Executive Platinum, Platinum and Gold Members

Domestic US Travel: US$30

International Travel: US$40
Award cancellation feeUS$150 for the first ticket and US$25 for each additional
Award change feeUS$75 for travel date change less than 21 days from original date of departure

Change of destination
MileSAAver awards: US$150 per ticket

For AAnytime Awards: Free if retaining same award type

For awards involving other airlines: US$150

All charges waived for Executive Platinum members using miles from their account
Open Hours24 hours 7 days
Link to FeesAmerican Airlines Award Travel Page

United Airlines MileagePlus

Australian Phone #Reservations: 131-777

MileagePlus Service Center: 1 300 651 815
US Phone #1-800-864-8331
Number sequence
for paid reservations
Press 3
Number sequence
for frequent flyer reservations
Press 1-1
Award phone booking feeGeneral: US$25 if more than 21 days before departure, $75 if less
Premier Silver: US$25 if more than 21 days before departure, US$50 if less
Premier Gold: US$25
Premier Platinum, 1K, United Global Services: FREE
Award cancellation feeGeneral: US$75 if more than 60 days before departure, $125 if less
Premier Silver: US$50 if more than 60 days before departure, US$100 if less
Premier Gold: US$25 if more than 60 days before departure, US$75 if less
Premier Platinum: FREE if more than 60 days before departure, US$50 if less
1K, United Global Services: FREE
Award change feeGeneral: US$75 if more than 60 days before departure, $125 if less
Premier Silver: US$50 if more than 60 days before departure, US$100 if less
Premier Gold: US$25 if more than 60 days before departure, US$75 if less
Premier Platinum: FREE if more than 60 days before departure, US$50 if less
1K, United Global Services: FREE
Open HoursAustralia
Monday to Friday 7:00AM-7:00PM AET

Saturday, Sunday, Holidays
8:00AM-5:00PM AET
Link to FeesUnited Airlines Award Service Fees Page

Alaska Air MileagePlan

Australian Phone #N/A
US Phone #Reservations: 1-800-252-7522

Mileage Plan Customer Care: 1-800-654-5669
Number sequence
for paid reservations
n/a
Number sequence
for frequent flyer reservations
n/a
Award phone booking feeUS$15, free for Mileageplan MVP Gold or 75K

US$25 for partner award bookings
Award cancellation fee60 days prior: Free + Fare Difference

Less than 60 days prior: US$125 + Fare Difference
Mileage Plan MVP Gold or 75k: Free + Fare Difference
Award change feeSame as Cancellation Fees

Same day confirmed changes: US$25
Open HoursMonday-Friday (PT)
6:00 a.m. - 6:00 p.m.

Saturday (PT)
7:30 a.m. - 6:00 p.m.
Link to FeesMileage Plan Q&A Page

Thai Royal Orchid Plus

Australian Phone #1300 651960
Number sequence
for paid reservations
Press 1-1
Number sequence
for frequent flyer reservations
Press 1-1
Award phone booking feen/a
Award cancellation feeWithin Thailand: US$16 + $60 re-credit fee

International: US$125 for regional routes
US$190 for intercontinental routes
Award change feeWithin Thailand on THAI: US$16
International on THAI: US$40
Star Alliance: US$95
Open Hoursn/a
Link to FeesRoyal Orchid Plus Service Fees

More about this resource

We’ve noted the phone number sequences to get through to make an award reservation (or enquiry) without you having to listen to each option in full. That in itself I hope will be a big timesaver.

You won’t learn anything new from this post, but it’s a resource to bookmark for later if you find yourself calling frequent flyer programs every so often to make your bookings.

It’s possible we’ve got some of these wrong, or that details might change – so if you don’t have success or want to submit a change, please let us know in the comments.

A full list of frequent flyer program phone details for faster research and booking was last modified: February 28th, 2018 by Keith