Qantas Reviews 

i thought paying extra when a well known brand is better, but it's the same as other airlines, flights are still getting bumped, it's a waste of time waiting at the airport and you cant do much

We travelled from Heathrow to Melbourne via Singapore and Sydney with the British and Irish Lions Tour in July. It was my husband's 60th birthday treat so decided to upgrade to premium economy. 10 mins before boarding at Singapore I was tannoyed to go to the desk to be told that my seat in premium economy was broken and didn't recline! Night time 7 hour flight! I was also told that Qantas would be in touch to compensate me.

I have contacted Qantas twice via their website and have received 2 different refs for the same complaint. The response from customer services has been abysmal! They have absolutely no interest whatsoever in compensating me, just a load of "thank you for letting us know, we appreciate this fell below our usual standard blah blah blah" I've even gone back and asked who I now escalate my complaint to, low and behold no response!

There are so many amazing airlines that Qantas are now way down the pecking order when it comes to service, customer care, value for money and credibility! I shall never travel Qantas again. To be called to the desk 10 mins before boarding, then being told a lot of lies about how they'd be in touch to get some sort of compensation for the service I paid for but didn't get, is shambolic!

I didn’t realise I was flying Qantas. I specifically booked with Emirates but the coach shared. This will be the third time (in a row) they have let me down in a spectacular way. The first was the first was a trip to the Cook Islands.
12 hour delay and the flight didn’t even get off the ground. Second time the lost our luggage on the way to Italy. Managed to get it on the way out of Rome on the return flight. Today’s trip is delayed. The connection missed and the apathy is real.

I couldn’t get anyone on the phone as they didn’t answer . The app doesn’t work……. Well done Qantas. You have done it again

First, price went up by 200 dollars while I was booking. Ok, annoying but that's life. Then when I managed to book, money was taken out of my account but no confirmation email. I called customer service (30min on hold) and was told the payment didn't come through because they undercharged by 2 dollars and I would have to buy again and the charge would be reversed within 7 days. When I questioned this, I was told they would just process the payment and not to worry. I spoke to two agents who told me everything was fine and confirmation email would come through soon. Since I didn't hear from them again, I called again the next day (40min on hold) and was told my booking was cancelled because the payment didn't come through (even though it was still out of my account). They asked to call me back an hour later, called back two hours later to say I need to book again. But they maxed out my credit card at that point. Incredibly unhelpful and undertrained staff. I am now trying to go through the complaint process but they are dismissive and will not help in anytangible way. Terrible customer service for Australia's national airline. Better off booking for less with a third party at this point...

I was surprised that despite the recent Qantas data breach that Qantas customer service continue to refuse to let me update my mobile phone number, even when I've explained that I no longer have access to or control of my old number. You'd think they'd be concerned about security. They've stopped replying to my email enquiries. Disappointing and concerning.

Singapore return from Melbourne flights booked via Qantas app, logged into my frequent flyer account. I stupidly assumed that any flights I booked would earn points. Unfortunately just found out that's not true
I just spoke to a FF consultant questioning why I received no points. He explained that if you end up on a Jetstar flight, via the app then you may not get points AND you will not be advised while booking. You will find out later. Savvy flyers (and travel agents) can be aware, he said, but generally people don't know. Very dishonest of Qantas.
I have been questioning for a while, and finally a consultant advised the reason, 4 flights later. Great flights, dishonest FF system.

Received a text and email to say our flight for later that day, is delayed by 2 hrs. I took the option to change to a different flight but couldn't choose seats.

When I called the help desk to change seats or revert back to the old flight, they told me the old flight is actually cancelled and the only option is to stay on the new flight 🙃

This means we have to sit separately from our toddler because they are unable to move seats around. The advice we got was to go to the airport help desk earlier and hope they can change seats when we get to the airport.

We feel completely mislead with false information in order for Qantas to fill up other flights by cancelling emptier flights.

QANTAS travel insurance came as a complete surprise to me as it was very comprehensive and low cost. As a senior I searched for affordable travel insurance and the lowest quote I received for domestic travel was $212. Then I found QANTAS domestic travel, and for a premium of $75 I had a better optioned policy for a much better price,

I purchased a ticket from Johannesburg to Brisbane return a few months ago and I have been trying to obtain a tax invoice in my Company name with VAT number. Whilst I can input my Company name into my profile, there is no way to add in a VAT number and of course no tax invoice.

Tried to use a South African help desk line, they directed me to web complaints. I followed up with complaints and they said I would have to follow up with Frequent flyer help. Web complaints also said the case was closed, and there was nothing more they could do.

Subsequently I spent one hour on a garbled VOIP line to some Asian country and left horrendously frustrated. The operator said that I should go back to the web page and go to customer care and ask them. I completed the fields, but did not get very far. On the basis that I had not yet flown, I had to dial a "13 13 13" number, which of course I cant access because I'm not in Australia.

This is a similar experience I had 12 months ago with Qantas help. This time the person could speak english better, however the quality of the VOIP line left me horrendously frustrated (lots of garbled background voices/noises) and I honestly felt like just hanging up.

The executive team at Qantas have a lot to answer for, this is not customer service.

Worst customer experience in 30 years from Australias biggest airline you should be ashamed.
We just returned from Heathrow to Brisbane on the 10 sep
We had mechanical failure in the A380 on the tarmac on the evening of the 9th .
Was returned to a bay and was assessed while waiting 2 hours in our seats with no aircon?
Finally offloaded and told to wait another 30 min this was 11.30 pm
We was given nuts , chips and crackers with water..
finally at midnight was told that the plane would not fly and would go at 3pm next day .
Then it got worse !!
Sorry no hotels we can’t find any but will reimburse your costs within a week keep receipts.. please collect luggage and leave !

So we were high and dry family’s ,economy and first class passengers wow great PR Qantas.
We all were stunned and wandered to get what we could I ended in a pub not fit for a dog which took my money and was closed when I arrived but finally woke them up and got a bed full of bugs .
Next morning I get a sorry we didn’t meet your expectations email REALLY!
Then you are on tonight’s flight at 9 pm wow what do I do for the next 10 hours.

Went to the customer officer in charge at Heathrow not even a proper desk 1 African woman standing in the middle of the room in charge with little English (I’m not racist but gee limited English)
Finally after really complaining she said oh I can give u a day room at the Hilton .
So we wandered across to the room and had breakfast and a shower.
But Qantas did not send a email telling all guests on that plane about the day room how bad is that .
We arrived back at Heathrow at 7pm to check in oh sorry you can’t have your aisle seat you paid for so stuck in the middle again. With bladder jssues .
Finally got home after a very stressful experience.
I do understand things break but the customer service was the worst I have ever experienced in 30 years of travel
Never again Qantas

They don't wat to speak with you or deal with your issues, the only way to chat with them is via telephone which takes hours. The overseas call centre doesn't understand that New Zealand is a different country. No chatbot, no technology, just awful

After paying over $4000 for return flight Sydney to New York, ( Premium Economy) I was informed by Qantas staff at JFK that I only had one checked bag allowance instead of the normal two, due to booking with external booking company. I had two golf clubs in a box, weighing less than 2kg, and they charged me US $200, AUS $305 for excess baggage. I asked if I could book an extra bag on line and was informed that it would cost me the same, I believe this to be untrue. What a rip off, no wonder Qantas is having a problem with their image

Currently sitting in Changi Airport after plane delayed - 3 lots of 2 hours late delays. Hopeless communication, food vouchers a shambles with 300 passengers milling around. No indication of what is going to happen. Another classic bad Qantas experience, the reason I only fly Qantas as a last resort . The Singaporean ground staff did their best to- I feel sorry for them - let down by a dismal company who treat economy passengers like cattle .
Recently had a delay with Thai Airways who looked everyone really well, provided information and food and drinks straight away and actually seemed to care about their customers . Now after 1am and unsure whether this international flight will even go.
As Ihave said - avoid them like the plague

My flight was delayed for 30 minutes, but once onboard everything went smoothly.

flight was delayed overnight. no proper udpates. very poor handling.

Greedy greedy greedy. Needed to reissue tickets for a flight with two passengers going from Sydney to Cape Town. Charged $250 and it could not be taken out of the $4500 credit sitting there. No. It had to be paid on top. The Qantas flight credit is extremely restrictive with tons of fine print. Travel has to be booked and completed within 12 months of the original booking date!! So we will see over $1000 be ‘forfeited’ - into the pockets of Qantas. Shockingly bad and disappointing experience. Qatar and Emirates I had a positive experience with. Australia deserves better than this greedy corporate airline and all its tricks.

disclaimer, I am a platinum tiered flyer. with that said I Was pleasantly surprised with their announcement of their Double Status Credits promotion, AND a granting of points for being a points club plus member which is nice. I always get welcomed on their airline and that of other One World / Emirates, and despite the additional costs of the flights, I feel I get my value back in other ways such as these.

Like many big companies these days, they isolate themselves from their customers using simple AI. I needed to book a ticket for my daughter. I searched the site and could not find anything relevant to the process. Tried calling for assistance, but 30 minutes with AI and i gave up. Registered and purchased tickets. There was a section on eTicket name etc, so entered my daughters name. Later realized this was some irrelevant tax receipt BS. So the ticket was booked in my name, not my daughters and she could not use it.

Finally after another 40m on the phone, got through to someone who could barley speak English. Had to repeat myself 5-10 times before they understood. They said there would be a $220 fee to change the tickets names. Or a $440 fee to rebook the flight for me, ranting on about there might not be any seats left when they can clearly see there were seats left ( in fact i checked 2hrs later and there were about 40% of the seats empty ). Had also asked to speak to a manager, but they refused. It made me so annoyed at Qantas. Will avoid them from now on, for my travels. Just booked my flight for my wife and i from Japan to Sydney with JAL. Hopefully they will return to their roots and learn that looking after you customers, is good business.

Flew SYD-MCY last night on QF904. Pilot broke the landing gear on arrival—flew the plane straight into the ground. Still missing some teeth!