Qantas

My in-laws were stuck in LAX because of the grounding of Qantas flights by their CEO last Oct 28th. This has continues to be a nightmare for them up to this point because Qantas refuses to refund their monies even though it was promised. My in-laws were flying to Australia to take a cruise aboard Royal Caribbean. They had spent over $15,000 for this cruise and yes, we built in an extra day just in case of any problems. My in-laws received almost no help in getting to their destination when left totally stranded the Qantas at LAX in the middle of the night. Even after I found them other available seats on Thai Airways, Qantas staff said there were no seats available. So, I booked them myself and got them to their destination in time, in spite of Qantas and their less than helpful representatives.

To make a long story short, Qantas publicly agreed to refund anyone affected by this outrageous act. My in-laws had to spend another $4,650 out of their own pockets to get another flight because Qantas staff were useless. Had the Qantas people booked them on the flight I kept telling them there were seats on, none of this would be happening. All the required documents were provided to Qantas for reimbursement in early December. I was told that on 9 Dec they credited their account (Discover CC) with the funds.

It has now been a nearly a month and no funds are credited. I have asked for a transaction number, only to be ignored. The only thing I get is, "We credited it to the card." Really? I think Qantas is nothing more than a bunch of thieves and to take advantage of people for an intentional act committed by Qantas themselves is unbelievable. Give people their money back and stop this criminal conduct now!

I am a travel agent located in Los Angeles, United States. I would like to report you a disturbing event that took place couple months ago. In August of this year, my client flew to Southeast Asia and Australia from Washington D.C. using Qantas Airways. She flew American Airlines on the domestic segments, but all were issued under one ticket with Qantas being the plating carrier. While she was there, she contacted me inquiring how much it would cost to make a change on travel dates. Since there were multiple carriers involved and same class of service not being available on one segment, I contacted the Qantas representative and asked how much the penalty and the fare difference would be to make the change. I quoted the amount I got from the representative, and although the cost was pretty high, she approved it since it was within her budget. I got the approval the next day due to time difference, so I called again to make sure that the fee hadn't changed. I talked with different representative but received the same quote, so I went ahead and made the change.

Few weeks later, I received a debit memo from Qantas saying that the fee is under-collected. I disputed the memo saying that the amount charged is the amount I was quoted by two different Qantas representatives, and the passenger approved the change based on the quote I gave. And I cannot go back to the customer few weeks later and charge that amount. And believe me, she would not have gone with the change if we would have quoted the higher amount. I have asked Qantas to take responsibility this time since it was not our fault, and it was the Qantas who quoted us the wrong amount. The dispute was denied and was told that I need to contact sales office and get an exception (or something) But no one in Qantas would tell me the contact information.

I received an email recently saying that the unpaid debit memo may go to collection soon. I contested again with explanation, but I am not getting any response. Are they just going to ignore what I am saying here? They are addressing us as Travel Partner in emails, but we are not treated as one, but as your scapegoat here. The debit memo is for $200 (including $50 administrative fee). And if you Qantas does not take responsibility like you should, you will definitely lose our business, and I would think it would worth more than $200. Us, agents would have to pay for that amount, and not charging the passenger a single penny. We can't go back to our customer for that, but that is what Qantas is doing. We do pay debit memos, but only if we are responsible. Out IATA number is **. I am sorry I have to write this to you, but currently it is not going anywhere. Seems like everyone in Qantas is ignoring us here Qantas needs to understand were all humans here, and we sometimes make mistakes, and the company needs to back them up if their representatives make a mistake, because there will be one every now and then.

I traveled from Melbourne to Wellington by flight no. QF 37. My luggage was booked under no. ** dated Oct. 19, 2011. It was not delivered to me at Wellington airport. I have lodged report at the Wellington Airport about non-receipt of my luggage under reference no. **. Please look into this on priority. My whole clothing and other daily useable items are packed therein and I am in dire need of same. Please help and arrange its delivery to me urgently. Thanks in anticipation.

Customer (Nathalie **) - 31/01/2010 03.26 AM.

I am writing yet again, for the 4th time, regarding my overall disappointment with Qantas' customer services. On the date of 29/11/09, Miss A ** enquired over the phone regarding a change of flight for both of us and your customer service assistant reported it would be a total of $140.00. We paid with credit card over the phone. Then, on the date of the 09/12/09, at 17.05hours, we called again as Qantas requested me to call you through my email. Qantas reported that our card was declined and that we had to make a repayment of $140.00, also that our bags would be transferred and that we wouldn't have to worry about it. Then on the day of departure from Auckland to Cairns via Sydney, at the check-in desk we had been told that the card again was declined and that we had to make another payment. When we got to the Qantas desk, a lady stated that the total amount is $280 and not $140.00. We disputed this and stated that it was quoted $140.00. She was extremely rude and said if we do not pay then we cannot board the flight, she also stated that our bags would not be transferred through.

First, the quality of service was overall poor and is unacceptable. To be told on the day of the flight departure to pay twice as much is ridiculous. If we were initially told that it would cost $280, then we would have not changed our flights. The Lady at the Qantas desk in Auckland was extremely rude and refused to contact customer services to confirm what we were told.

Not only do I expect a sincere apology from Qantas' insufficient and poor communication which caused not only inconvenience but at an extra cost and stress upon its customers. Undoubtedly, a full refund of $280.00 is expected, for you wrongly charged us extra for your poor customer service.

Again, Qantas has not provided sufficient explanation as to why we couldn't get on the flight unless we paid which we attempted on 3 occasions! The fact they mis-sold customers the wrong price is breaching consumer rights.

I booked a flight from Mt. Isa to Townsville last year, but due to circumstances beyond my control, I had to cancel the flight. I tried to book another flight recently to use up my $684cr - $60 cancellation fee, which is already a bit rich. But flights to same destination are currently $44 cheaper, they said I had to upgrade to a higher fare same destination, same dates, which would cost $248 more. I offered to pay the $44 difference but that was refused. I am disgusted with the way Qantas is unwilling to be flexible and to not look after their customers. I mean, they already had $684 of my money for just under a year for doing nothing. Virgin and Jet Star, on the other hand, are flexible and accommodating and endeavored to look after their customers.

I flew Qantas/LAN Chile from Santiago to New Zealand on Nov. 26th. Because the Auckland airport had problems, our flight was diverted to Tahiti, and only arrived in Auckland some 30 hours late. This is not why I am complaining. Flights get delayed. Customer services in Tahiti (information, etc.) could have been better, but I recognize the difficulty in such an operation. My complaint is relative to services once we finally reached Auckland. Business class passengers were given an envelope with connecting flight bookings. Economy passengers were told to consult a list after leaving the plane. There were less than 20 names on the list, and mine was not on it.

I asked the LAN representative (the only person available) what to do and his answer was "Go to the domestic terminal and fend for yourself". Totally unacceptable! I did go the the domestic terminal, where of course they knew nothing about us and wanted me to go back. I finally managed to summon the pity of a Jet Blue person who took care of my connection despite the fact he had no reason to do it. I sent an e-mail complaining on Nov 28th (the day this happened, C/467174) to LAN and to Qantas Dec. 1. Qantas never answered.

On Dec. 17th LAN answered, but the response only explained why the flight was delayed (which was never an issue), and even stated incorrectly that the connections were taken care of. I called the LAN center and was connected to the person who generated the e-mail (Hugo **), who promised a new specific answer in a week. I got none until today (Dec. 28). I phoned again, and was told I either could be connected again to Hugo ** (which would be of no use) or file a new complaint and wait 15 business days for an answer! How can you get an airline to own up to a mistake?

Nothing happened. They refused to repay the monies back. The night's accommodation was deducted from my bank account.

On the day of departure I contacted the partner airline (Alaska) though it was a Qantas flight number to confirm both children would be safely walked from the Alaska arrival gate in San Francisco to the Qantas departure gate. They would be met in Sydney by their cousin who would accompany them to gate for the last leg flight to Melbourne. Alaska Airlines informed me at 1230hrs on the 26th that Jemimah would not be permitted on the flight as she was an unaccompanied minor (UM) and required a parent or guardian to fly with her. The representative then proceeded to tell me that it was Qantas' fault and there were no additional seats on that flight even if I could get a guardian to fly with them to San Francisco.

I decided to phone again and speak with the duty manager who told me they do not allow UM's without a guardian. He told me I should contact the travel agent in Australia who should have know this. I told him it was 5:30am in Melbourne and they were unlikely to open until 10am at which point my children should be going through security at SeaTac airport. He then told me there may be a seat available due to over booking if I can have someone accompany them. I called a close friend who agreed to fly with them. I was charged $399 and as the flight departed late there was no return flight that night. I had to organize a hotel room, transers and paid my friend $100 for the trouble.

I was deeply upset about this and called Qantas who informed me Alaska Airlines should have only charged me US$50-75 for each child for thsi service. I called the Travel Agent who told me according the the airlines policy that I should not have needed to have someone fly with them and that this would not happen on the return leg as Qantas would accompany them to the Alaska Airlines departure gate.

They departed Melbourne->Auckland->Los Angeles->Seattle on Tuesday 11th May. My sister in law called me from Tullamarine at 4am Melbourne time to say I was required to pay an additional US$400 for the children's flights or they wouldn't be permitted on the flight! Having no choice in this matter I paid by Credit Card and was also required to provide a guardian in Loas Anagles who would accompany them from the Qantas arrival gate to the Alaska departure gate in LA. I had to urgently find a friend in LA to help me with this. Fortunately a former pastor accepted my request for assistance. he had to rise at 4am to get to LAX by 6am. They arrived safely back in Seattle but my son's guitar was two flights later (Qantas) and I was called to say I had to collect it from the airport and they would not courier it to me. The airport is a 190klm round trip from our home!

Viaj who is a Qantas duty manager at LAX was helpful in that he offered to ensure my children were transported safely and he called after their expected arrival. He also suggested I put in a claim for the fares I unnecesarily paid. I paid an additional US$799 + accommodation/transfer shuttle US$60 and US$100 for a guardian. For this I could have purchased an entire return flight for myself from Seattle to Melbourne! Travelworld in Mentone, VIC says it is all Qantas' fault. Qantas blames Alaska and Alaska Airlines states it is in their policy that they do not allow UM's.
I am not content to eat the additional fees.

Please advise.

We were passengers on flight SA 7700 on Dec. 26, 2009, returned on SA 7701. On our return flight, we were seated on seat 68D 68E. On seat no 67D, there was a gentleman seated and on 67E, there was a lady seated. This lady caused disruption during the whole 14-hour flight. I could not identify whether she was drunk or whether something other worse than alcohol. The hostess named Sandya was very diplomatic with the passenger all the time. Eventually, this poor gentleman on seat no 67D was taken to the cramped crew seat at the rear of the aircraft. I feel that it was extremely unfair for this paying gentleman to be seated in the crew seat while the lady in seat 67E spread herself comfortably over the two seats on a full flight.

As an ex-employee of South African Airways (Jan Smuts Airport then), I used airline because SAA has and will always be in my heart. Our flight was a nightmare, she would constantly put on the lights which was directly onto myself and my husband and constantly drew our attention with foul language. Although staff was very professional, I feel that that passenger should have been sitting on the small crew seat without a TV and the gentleman should have had the comfort of the two seats. I do not blame the airline for the passenger's behavior but I do feel that the lady should have been dumped at the back as she disrupted me and my husband for the full 14 hours.

We really feel that the airline should compensate the gentleman and passengers like ourselves. I also strongly feel that the disruptive passenger should have been placed in the crew seat. Unfortunately, we will be forced to use your airline again as my husband and my son are planning to travel to Sydney during April/May 2010. Your urgent attention regarding this matter would be appreciated.

travelled to paris via sydeny, japan, london. on arrival our bags were missing. i have put a complaint form and have not received one word. that is the least [they] could do seeing our holiday was ruined. there has been no attempt to help in any way. Qantas is getting a really bad name for service and flights. it was horrible. long uncomfortable flights. we were jammed in like sardines.

As frequent flyers and regular users of long haul flights with quantas from Perth to London as a family of four we are very unhappy with the remarks made by the supervisor and the help, or lack of it that weve received as customers with regard to the outlined problem which Bill my husband addressed to her as below.

Every august i travel from London to Perth on a yearly return ticket and my husband and two children travel to meet me leaving in early september. Because i buy my ticket in june the computer system doesnt let me put the return date in i want because its over a year away (why is this still, in this day and age?). So we put a note on my ticket that we will need to change the date to the one we want within the year ticket at a later date when the booking system can cope. We have booked direct with quantas and also via agents, we always put this note on so we dont get charged to change the date because its not our fault we are sold a yearly ticket that cant be booked at the time.

We have also had this problem when weve booked with Emirates and are members of their company scheme, but we have never been charged by them to change the ticket to the date we actually want when we rebook it.

Bill and the kids are booked to travel on june 23rd to london we booked that as an o economy the same as mine. When we asked to move my ticket to that date so we could all fly together we were told no its not an o economy anymore, there are economy seats available though. We explained to karla the situation and how we felt it wasnt our fault, she said that due to the "terms and conditions" of our ticket we could not change the ticket accept to another o class, but we explained we all booked on o class and we just want to travel together as a family the class has obviously changed since then. At this point we were looking for that special thing in a company, a bit of understanding, customer relations, trying to help us out in a difficult situation but got none of it. Karla said we could all change our tickets to the day before the 22nd june at a cost of about 800 dollars, we were obviously unhappy with this and karla said "what is it you want me to do" bill said again, to get my wife on the same flight as me and the children on the 23rd, there are economy flights left but not o class.

the supervisor said that the "terms and conditions" dont allow for this change. She stated "Why should we wave the conditions for you instead of other customers, quantas is a business and needs to make a profit" at this point Bill informed her he was writting her words down and how could he complain in writing at which she replyed " at quantas.com online".

Bill told her that he thought she should help us in this case because we were a family with young children who wanted to travel together with a note on the ticket when purchased that we needed to change the date of the ticket because the quantas computer system wouldnt let us book the correct date. As compared to say a sole traveller trying to change his date for some reason without any such note on his ticket about changes.

Bill then stated that he was very unhappy as a frequent flyer and loyal regular quantas user and wouldnt be buying this years four london perth return fares in a months time at a loss of some 8000 dollars to quantas. Karla replied "Its no good tring to blackmail me". My husband found this remark slanderous, he informed her that he is telling her that he is an unhappy customer who will not be using the company again and that it is our right of choice to use another airline and inform the supervisor that this is due to the poor service we have received. Blackmail is a serious offence and allegations of such are not to be given lightly especially by someone in her position. How is it a customer cannot state to choose to go elsewhere and state the reason without being accused of blackmail, that is truly offensive.

Despite this Bill remained calm throughout and asked(as the situation still was not resolved) how much it would be for me to travel alone on june 22nd. We were told this would be 50pounds and another 60 dollars. ( to change a ticket to the same o class even though theres a note of a requested change on my ticket that last week a quantas representative said they would honour when bill called them.) So finally with no other option we have just paid this fee, i am not travelling with my family. Bill has to drive me 2 hours up to Perth airport the day before then go back 2 hours to home with the kids, then return the next day to the flight we all wanted to be on. i arrive in London on my own and have to wait there 24 hours and take a hotel as we are all flying on to Krakow Poland our final destination. Bill has no support with two young children on perth sing london flights which the supervisor did comment on "as a mother she understood long haul flights without support are difficult". I wonder if shes made any herself on her own with two young kids to london?

Come on Quantas wheres the human side to looking after your customers. Supervisors have the ability and responsibility (or should have) to look after customers even when it may have to move out of the realm of "terms and conditions" . Yes quantas is a business and needs to make a profit but it wont do by treating us or others like this. My familys 8000 dollars for this years tickets goes to Emirates or Singapore airlines and no we are not black mailing you! we are voting with our feet to the loss of your profit and reputation for what we genuinely feel is very poor in this case, there are economy class flights still left on my husband and kids flights but I wont be travelling with them.

I flew from San Francisco to Sidney to Cairns to Uluruh to Cains to Sidney to San Francisco in June/July, '08. I have only positive experiences to share as to the graciousness of Quantas staff at the airports, and on the planes. Lost luggage, not only returned, but delivered in Cairns, delayed flight upon return to San Francisco and a nearby hotel room quickly assigned for my 13 hour flight departure delay. THANK YOU QUANTAS!

The consequences included feeling more rested when I left for my trans Pacific flight from Sidney to San Francisco, getting to spend several hours exploring Sidney which I had wanted to do but been unable otherwise to fit into my full schedule, and absolute delight in the friendliness of customer service and each airline representative encountered.

I booked my mothers ticket on 17 july for 8dec2008. they told to deposit $75 as they couldn't find a connecting flight with air india. ON 17 nov 2008 when contacted again they told that my mothers ticket expired and now you have to new ticket. i tol them if my mothers ticket expired in aug they should have not booked the ticket for dec and even the booking was in their system database till 21 nov 2008 and i called them again on 28 nov 2008. when asked again about confirming the ticket they deleted my mothers booking from their database and said there is no booking on this name

well it was there till 21 nov 2008 then how come it was no there on 28 nov. and they disconnected my phone too. my question is if they knew everything then why didn't they told me on the spot.

i really suffered economic loss as as on the last moment i have to buy my mother a new ticket which costed me $900 (aud). i was so much depressed as my mothers visa was expiring on 10 dec 2008 after which she could have been illegal. im a casual worker who just gets only 20 hrs/pw and it was really hard for me to arrange money at once. it was some custmor care person's mistake and i had to pay for her mistake.

i travelled from brisbane to ho chi minh yesterday, 28/08/08. there was a connecting flight to sydney operated by qantas. i went to check in at the qantas terminal and the lady told me that she could not send my bags to Ho Chi Minh because i don't have a return ticket. I told her that this was wrong, i have done it before, only 5 months ago. She told me that my bag will go as far as Sydney, and will not be transferred to the Jetstar flight. then i would have to take it up with Jetstar.i said ok, i will.

i was proceeding to the gate for my departure, when my name was called over the PA to contact Qantas services (or something like that- it is on the second floor after the screening process) They basically just told me the same thing - that i would have to collect my bag from Sydney and check in again at Jetstar. I knew that she was wrong with what she said, so i called the Vietnamese consulate in Sydney and they could not understand why she said that - they said if there are any problems they would talk to them.

i was on the phone to them and said to the Qantas staff that they would let them know that this is wrong. But the Qantas staff would not talk to them. I didn't realise that Qantas Check in staff were qualified in the field of Vietnamese immigration. Are Qantas check in staff members of the Vietnamese consulate? do they know something about Vietnamese immigration that the consulate does not know????? i don't think so.

i got to Sydney, the plane was 20 minutes late. this, along with the fact that i would have to check in again, meant that i had little time to work with. i waited and waited for my bag to come through, but it never did. i went to the Qantas baggage service desk and was trying to tell them my situation, but the VERY RUDE Man of African decent would not even let me explain why i was seeing them. he kept saying i have to go to Jetstar and threatened to call security on me. so with time running out i waited for the train to the international terminal which wasted another ten minutes. once i got there, i told Jetstar my situation and they told me that she shouldn't have done that. They did not have a problem at all with putting my luggage on the plane, they said your visa is fine, that is all we need.

She then contacted Qantas to see if my bag was there, and it wasn't. She said that if they don't have it then it will be on the plane to Ho Chi Minh. i just wanted to know my bag was safe, and i asked why they couldn't locate it by the bar code, she said that because it was a connecting flight, it did not get scanned, it automatically goes on the connecting flight. She assured me that everything would be okay, but i was stilled very worried the whole trip.

once i got to Vietnam, my fears were confirmed - my bag did not make it to Vietnam. so i was in Saigon with the clothes on my back and some money. I could not sleep that night as i was worried about my bag and its contents worth upwards of $1000. I spent a rediculous amount of money on phonecalls and taxis trying to sort this out. Not to mention the extra clothes, toiletries etc T The Jetsatr lady i called (shirley) said, don't worry, these things happen all the time with Qantas! That's nice to know from a company who prides itself on customer service i was supposed to travel to Nha Trang City the night as i was getting married there a week after this. This all nearly fell apart with the arguments the whole situation caused - everything i needed for the wedding was in that suitcase.

I eventually got a phone call from the Staff at Ho Chi Minh airport some 30 hours after i arrived to say that they had my bag. Qantas could not call me themselves, maybe they were too busy. I asked what happened and the gentleman just said, your bag was left in Sydney. This is all he could tell me. I am yet to receive an apology or explanation from Qantas, and don't expect one until i get back to Australia in two months time. They have no excuses for not calling me, i left my phone number with almost every Qantas department. I had to call almost every department because nobody knew anything about my bag or how to locate it.

NEARLY BROKE UP MY RELATIONSHIP, STRESS, COST OF HOTEL FOR TWO NIGHTS IN HO CHI MINH, COST OF BUYING CLOTHES and TOILETRIES, COST OF TAXI TO and FROM AIRPORT (three times), COST OF NUMEROUS PHONECALLS TO QANTAS IN AUSTRALIA and also FRIENDS IN AUSTRALIA (to get them to try to solve my problem from Australia)

I am a small boutique hotel manager and a guest had some lost luggage delivered by a very rude person. He literally dumped the large bags right at reception desk so that no guests could approach it, gave me the ticket to sign, which I courteously did, and then I said, Thank you they can go inside to the court yard which incidentally is all on the ground floor. He then instead of doing that said Mate my backs worse than yours, you can do it yourself I said No I'm sorry you need to deliver it properly and he said too bad you signed the ticket and he walked out.

Unimpressed customers and I was unable to move the bags quickly myself as I was busy. If a person is delivering something don't you think they should deliver it. Soon they will be dropping everything down the road and saying close enough mate. What a joke.

I can't believe that Qantas are blaming rising fuel costs for their sacking of 2000 personel. They only have themselves to blame. Since the demise of Ansett Airlines (Aust) and other worldwide airlines, the standard of Qantas has totally deminished. Their lack of service, unpalatable food supply (and very little of it anyway, cancellations of numerous flights because of poorly serviced old airlines, etc. etc.

My flight to Perth (Western Australia) last year was cancelled whilst we were sitting on board. The Jumbo 747 was found to have an oil leak which after inspection was in the hydrolics. We were re-scheduled on another old jumbo 747 arriving from Perth due to land at 10.15pm.

When that plane landed at Sydney Airport, we were told that our second flight was also cancelled. I fould out from a passenger on that plane that it had fire on the under carrage on landing. Two major mechanical faults in the space of 4 hours!. As there is a curfew at 11pm, we had to go home and return in the morning.

My luggage was wet. Qantas could not even bother to cover the luggage on the tarmac from the heavy rain. When I complained to Qantas on the Monday morning, they couldn't have cared less. Only if I had been out of pocket for replacement of wet items would I have been compensated.

I travelled to Canada and Alaska May - June this year (2008) on Air Canada. Their service was good, food excellent and ALL flights left at the documented times and landed on time. Something Qantas haven't done now for years. Even Virgin Airlines to Perth have been on time for my last two flights. Hopefully the next Virgin flight in November will be the same. SHAME ON YOU QANTAS. IF YOU MAINTAINED YOUR PLANES, AND GAVE THE SERVICE CUSTOMERS DESERVE, YOU WOULD NOT BE IN THIS FINANCIAL SITUATION NOW. I Certainly have boycotted Qantas.

I booked a single ticket from the Qantas website for travel between LAX and Auckland on 8th June 08. This cost US$1261, which was paid for immediately on my debit card. I wasn't too happy at the thought of travelling with Qantas, as I have had problems with them in the past, but price governs much of our activities nowadays. The following day, having found a considerably cheaper route, I decided to cancel the Qantas ticket. I had to contact their Australian office (there is no other option if you live in New Zealand). I was told the charge for cancelling would be US300 and would take 2 weeks to be credited to my account.

I waited for a month but no refund arrived. I tried to contact their Australian call centre again on several occasions, but the waiting was never less than 15 minutes. After a month, I managed to get through after being on hold for 25 minutes, where the totally rude operator hung up within 10 seconds. I rang again, waited another 30 minutes before being told that I would have to speak to their US office at a time when they were awake (due to time differences).

I duly rang again at 8am the following day, when I was eventually put through to the US office, only to be told that they were only beginning to process refunds from 5th MAY! Working on the Qantas timetable, that means I am unlikely to receive my refund (less their US$300) for 3 MONTHS. I wish I'd had the option to wait for 3 months before paying them. Never again, Qantas.

After spending almost $10,000 on plane tickets to Austalia for our family vacation, Quantas refused to give a single frequent flier mile to our American Airline accounts (they are stating on their web site, and in all ads, that they are partners and that this is awarded in the one-world alliance).

However, after the travel is completed, Quantas instructs American Airlines, that the flights does not qualify for frequent flier
milage. No such stipulations were made when we booked the tickets, after
confirmation, nor is it printed on our intiniary, tickets, boarding

passes,emailed confirmations or receipts.

Only after travel is completed and paid for do they refuse credits. Quantas, also does not respond to emails nor direct contacts. This is simple fraud..

We lost about 12,000 frequent flier miles for each of us (5 tickets). However, the loss is even higher, when you consider that they defrauding everyone who buys these vacations tickets. My 6-year old said it best why are they just not giving what they promised? This is simple massive fraud.

I have two complaints about Quantas. On my flight from Los Angeles to Auckland, I asked staff to help place my backpack on the overhead bins. I am 5'1 and the overhead bins are too high for me to reach. My backback also happened to be heavy, since it contained books and a laptop. Staff flat out refused to help. In years of flying, during which I have met my share of rude staff, this takes the cake.

My second complaint is more serious. I hold an US green card, a valid Italian passport, and a letter extending my green card until 2008 pending my renewal process. All this is certainly sufficient to allow me to enter the US-except that Quantas staff at Auckland airport decided that it is not. I had to wait for 40 minutes, during which (fortunately) someone at the US consulate persuaded them that my documents were sufficient for US custom.

Even so, staff rudely threatened me, claiming that in Los Angeles US Immigration would take care of me. Considering that I am an academic, travelling to present a paper at a conference, I am not used to be treated this way (not that it would be acceptable if I were a janitor rather than an academic, of course).

I wrote to Quantas, complaining about the rudeness and downright incompetence of its staff, and informing them that if I ever were to go back to New Zealand (an unlikely event, given the quantity of unfriendly people I met), I most certainly would not use their airline. Needless to say, Quantas did not consider my complaint worth addressing.

Qantas lost all of my luggage-2 big bags; it's been 3 months and they still have not returned it to me.  I was offered minimal compensation, but if I accept it, I will have to release them of all claims, which I am not prepared to do.

I've lost over $25,000 worth of personal property.