Qantas Reviews 

If you can, do not fly with them! Seriously their customerservice is beyond horrible! Their sorry sorry bla bla bla but cant help. I needed an luggage upgrade which of course wanted to book online and pay. They REFUSED! The only solution in the end was to pay on the local airport in queenstown a horrible transportationfee which was quaduble the ammount of the flight there. For no reason at all!!! And one cant do anything. They just can strongarm you as much they want in such cases.

Wasted an hour booking flights only for the app to crash and lose all details. Still charged my card, now I have to wait 7-10 days for a refund before I can afford to rebook, by which point airfares would have gone up. CRIMINALS!!!

Quantas have just sent my mother and I through a massive rigmarole over attempting to book an extra seat for our economy flight back to sydney from singapore (an 8 hour flight no stops).

We wished to add the final seat in our row to our booking and we did we bought it and it was confirmed. we then check the app and it says our flight has been cancelled but we received no update from quantas directly, no email, no call. they just cancelled the flight and no information about a refund nothing.

My mother had to then spend an hour on the phone being passed from person to person because they “don’t have the training to do that” each of them saying they’d be able to refund the cancelled booking and rebook it. we get to the final person the “expert” and they simply say that it cannot be done.

We are not only extremely disappointed with the amount of time it took to sort out an issue like this but also the lack of initial communication on the matter as well and the quantas’ system offering services that are “not possible.”

We will not be flying Quantas in the future and we suggest you don’t either.

Very unreliable! Constantly kept changing our flights which in consequently affects our connecting flights. Very poor customer service. Worst airline service

Mmmm, not even 1 star. After telling us our flight was cancelled, which it wasn't. We had to book for the next day at expense of $4000. They overbooked then charged us. Lie After Lie, After Lie, After Lie
Do not recommend quantas have fallen of the cliff. Shame full. SCAM. YOU SHOULD BE EMBARRASSED QUANTAS

Booked flight from Sydney to London on NYE. That included a scheduled 2hr stop in Singapore. We were then told 30 mins outside of Singapore that the next leg was delayed by 2hrs because a catering truck had damaged another plane in Melbourne. The delay was so the 80 or so connecting passengers from Melbourne could make the connecting flight. Complete BS of QANTAS to say this was beyond their control. It was a very specific and deliberate operational decision by QANTAS to inconvenience 400 passengers, so 80 were not further delayed.

The result of the poor operation by QANTAS was they have prioritised profit over customer. The knock effect was the overall delay was 5 hours. That is by far he worst delay of any airline I've used to get travel between UK and Aus. I'd avoid QANTAS.

If I could give 0 stars, I would. I booked a flight as a present for my mum. Qantas took the money and now claim to have no evidence of a booking. That's £1550 they have of mine and I have nothing to show for it. The customer services people are lovely but it's a shambles. Really shameful lack of service from what should be a premium airline.

My wife was booked to fly from LHR to DRW. Booked both sides from DRW to LHR and LHR to DRW through Qantas website and paid ticket money to Qantas.

On way back from LHR to DRW, two of the flights were operated by Emirates. First leg of the flight was cancelled. Obviously rang Qantas to get it all rebooked.

Qantas customer care was quick to fob off and say contact Emirates and they said they cant help although it's ticketed via Qantas. The customer service received at Emirates was superb even though I had nothing to do with them and all bookings were through Qantas.

The person whom I spoke at Qantas was polite but the system is geared to fob customers off and place responsibility somewhere else and this is very unhelpful.

Hope Qantas learns from them. Shame on you Qantas! You could be more sensitive and
try to resolve the situation.

Will never use them if I have an alternative. Customer service needs huge improvements.

Completely untrustworthy company. Such a shame what has become of them. They used to be great. They have all these deceptive policies like saying they'll refund within 24 hours of booking but then hiding behind all this fine print and not giving the refund. I've never experienced anything like it after flying on dozens of airlines around the world.

As an American, I am hardly a regular customer of Qantas, but every time I do fly them I am reminded how high the bar can be.
From check-in through arrival, the experience reflects professionalism, operational competence, and an evident commitment to safety. The crews are calm, capable, and attentive without being performative, and the overall service feels deliberate rather than improvised.
It is difficult not to wish that U.S. carriers exhibited even half the consistency, seriousness, and passenger respect that Qantas treats as baseline. An excellent airline, and a model others would do well to study.

In February this year during Qantas Red Tail Sale I searched for prices for Brisbane to Tokyo then Osaka to Brisbane (saves me returning to Tokyo). The search came up with options and I selected a flight from Brisbane to Tokyo but the Osaka to Brisbane showed 2 flights, First for Osaka to Tokyo then connecting Tokyo to Brisbane. I selected two flights on the same day, Qantas accepted my selection, I paid the amount then received booking details. I then noticed that the flight from Osaka to Tokyo through JAL landed at Haneda but the flight from Tokyo to Brisbane departed from Narita. I checked the location of these airports they are at different ends of the city and would take approx 3-4 hours to transfer. I rang Qantas straight away, waited 2 hours to get on only to be told there was nothing they could do. The following month I arranged another flight from Osaka to Tokyo and rang Qantas and told we will not board the one I booked. They replied that if we do not board the JAL flight that was booked through Qantas, this will be classified as a NO SHOW, and you cannot board the Tokyo (Narita) to Brisbane flight. The only way was to pay a fee for Qantas to adjust the booking. I had to pay $72 each person for service fee, plus a penalty fee of $225 each. After our trip I did some research and I found this: "If you've made a mistake while booking a flight on qantas.com or the Qantas App, we'll waive fees for making the following corrections until midnight the same day. Contact us before midnight on the day you booked by calling 13 13 13 within Australia or by contacting your local Qantas office." There is also another set of conditions for Qantas frequent flyer members, is says: "Qantas Frequent Flyers can cancel for any reason within 24 hours of making an eligible booking directly on qantas.com and we’ll waive the cancellation fee." I am a Qantas member, made the booking on the 9th February at around 7.00pm and, realising the connecting flight issue, contacted Qantas using the above number around 3 hours later, approximately 10.00pm.
I sent all this information via email along with my phone records showing that I had called Qantas the same day as making the booking. I received an email back from them saying we stand by our decision not to refund the fees and we now consider the matter closed.
I will go the the Tribunal.

Qantas lost both my and my wife’s luggage - no communication or updates, and impossible to contact. Due to the requirements of our trip, we may not be able to undertake specific, expensive, parts of the trip without this luggage. Avoid Qantas if you can! This probably arose from how terribly they now treat their staff. I’ve spoken to multiple employees who confirm Qantas no longer care about their staff - a warning to us all, avoid this company at all costs!

Low quality airline that survives only on government handouts and price gouging. Constantly raising prices, devaluing their points system, and lowering standards. Use any alternative.

Qantas cancelled our flight on the Friday night and said we will organise a substitute flight which they didn't we had to do it ourselves, forth international cancellation in a year.

upped the points cost of their reward flights by 25% only to offer them on 'sale' months later. Regularly advertises seats on planes that are different to actual, all customer service outsourced overseas, platinum/platinum one FFs treated like garbage.

Terrible service. Over 4 hours delay (currently) for a night flight from Perth to Melbourne. Unacceptable. Stuck in Terminal 4 Perth airport now with everything closed and missing an important event in Melbourne. Should have booked a low cost airline. Never had any problems before. What a terrible airline. Never again!!!

My frequent flyer points for myself and my children didn't link to my flight. I was unable to log on and submit manually as it keeps coming up with error when I try to log in. Tried multiple times to contact customer service to have it fixed, I occasionally get a response stating they will be in contact within 5 business days. Still haven't heard. Customer service is a joke, I can't access any of my point let alone log any! Disgusting!

Flying to Darwin from Brisbane on QA824. Tuesday 2nd December 2025. At the gate Qantas staff announced flight is full so can passengers bring their hand luggage forward to be stowed in the cargo hold and it can be retrieved at belt conveyor in Darwin. While this was happening approximately 8 Qantas staff appeared in the queue, dressed in civilian clothing not uniform. They each had a suitcase and a bag. Not one of them handed their carry on luggage in to be stowed below aircraft. So the Qantas staff are more important than the paying clients and way to important to stand and wait for 20 minutes at belt conveyor in Darwin. I think it is disgusting especially when we pay their wages and the tax payer bailed them out during covid. Very clear clients are second rate compared to looking after their own staff. Many people on this floght fly for business reasons and travel light to get to meetings etc in Darwin.

I rang qantas pay 10 times only to be disconnected and hung up on every time. Absolutely hopeless, all I got back was thank you for feedback and they would look into it. If that is how they think of their customers they should have a good hard look at themselves or get another job.

Qantas is always late. My latest return trip to Melbourne was no exception. Both flights were delayed. This happens often. It's as though Qantas never really intends to stick to it's schedule. This then has follow on implications for transport etc when you arrive very late.