Qantas Reviews

On hold for 5 hours, finally got a non English speaking consultant, disconnected before I had my issue resolved. Alan Joyce shows utter arrogance and disregard towards his customers. Do not fly with this airline

My flight was cancelled 15 hours before departure and then 23 minutes later I am advised that I am on a different flight which is completely unacceptable. I want my money back so need to go on a 2 hour plus call wait to discuss with someone. I have done nothing wrong but am paying the penalty. QANTAS I hate you.

Qantas cannot be contacted, with no capability to contact via email/chat. The call centre took 4 hours to answer, only to advise to wait another day for a BPAY payment to be processed and flights confirmed, after already waiting for 4 days. After waiting, payment still failed to process, with the only option to resolve the issue, to call back and wait another 4 hours on hold. Qantas did not respond to a messenger chat sent 4 days earlier. Completely unacceptable customer service from a major airline. I called a competing airline regarding a return flight with the phone answered within 2 minutes.

My second day on hold, over 3 hours and still holding so far today. I need to change my Mobile number in my profile, can only be done by phone. I have an international flight in a few days so need to make sure I can receive messages. They are taking the Mickey now, this is disgraceful, deliberately under-resourcing customer service, treating all customer with absolute contempt. I won’t book Qantas again, been flying with them for 20 years.

Former Australian Icon now takes the 2022 crown for the most incompetent Australian company. Have 1 connecting international flight and have had to call them 6 times so far. They limit phone contact with 1 number and a skeleton staff. Their message says - "Our staff are working very hard to help you". They just don't have enough staff and gaslight everybody into thinking they have this incredible extraordinary level of demand.

I booked a business class ticket to Adelaide from Brisbane 2 weeks before departure. After booking I've never received an e-ticket or confirmation per email. I was only able to see my booking online and on the Qantas app. I didn't change any of my existing details with Qantas and on the same email address I've received tickets and confirmations before. After that I've tried to request an invoice online multiple times which ended in receiving an error message. I also tried to call customer service, which I gave up after waiting 1 hour in the queue and the offered call back never came.

Fourth day in a row I have been left on hold for over 4 hours. I am unable to manage flight online as it is for an unaccompanied minor. Flights were to arrive at destination at midnight. This is against their guidelines when booking. Completely unacceptable when they are making billions each year. Customers are meant to be a priority for any business.

Over 4 months ago l have had to cancel a booking. Eventually after numerous emails over 3 months. I got my FF points back, but after 4.5 months still waiting for $ refund of taxes and charges, despite being told nearly 2 months ago, l would receive in 21 business days. Been a FF member FF or nearly 30 years however Qantas in the future will be my last option for airline travel. Had nearly a million FF points and am using them for electrical goods, as won't bother with Qantas flights. Comparatively, cancelled FF light insurance. Refund back in a week.

If you can avoid it, do not book with Qantas because their customer service is completely unacceptable. You may be ok if you book with their website are lucky enough to have everything run smoothly, but the minute you need customer service you will regret it. I had a flight booked with them in early 2020 to take advantage of anniversary deals they were offering at the time, but obviously COVID changed that and through no fault of mine Qantas cancelled my flight and issued a credit that there was no way to use for two years.

For the 4th time in 2 weeks I have had to call Qantas. In total I have spent over 17 hours on hold. I listened for 4 hours to a recording telling me a booking would be refunded if cancelled within 24 hours. Only to finally get through and be told this is not the case and I can only get a credit. In the past 2 weeks while spending all this time on hold I have been hung up on twice when the Customer Service person couldn't resolve the issue. I have lodged two complaints but not been contacted as stated.

I am gold card holder...Consecutive flight bookings and cancellations made my flight credits vouchers evaporating money. Be aware to check your credit if you happened to book a shorter distance flight with the initial credit and have to cancel again. First they won't issue you with a new code, when you call you are on the phone for hours to be cut off. Example: Return Business flights for 2 people Perth = Auckland booked in May 21. Cancelled due to Covid. Credit voucher 3400$. Booked 2 economy flights Perth to Kalgoorlie with voucher.. No credit left!!! Had to call centre to be told I had used up all my 3400$ credit on my KAL flights.

Can't manage your booking online - can't contact online - can't email - online pop up help doesn't have any agents - extra bag fee non existent - 80per kg to pre purchase extra luggage - worst airline I've ever had to deal with - similar experience a few years ago. SCAM operating on the coat tails of its history offering archaic flying experience and offers no customer service department. Boasts 24/7 customer support but more like try 24 hours a day 7 days a week and you still won't speak to anyone.

We were unable to flight due a covid positive case. We called the company to cancel and get it the refund. Qantas said we need to contact the third-party agent that we used for the tickets for the full refund. After contacting them we were told that Qantas had “suspended” our booking so refund would be possible. We them try to call Qantas 5 times over the week waiting 4 hours at the phone each time. The agent that finally answered said that we couldn’t get a refund, only credit and the credit is valid for only 6 months.

I'm still waiting on a refund for a flight from 2020. I was told the money would be in my account within 8 weeks. Instead they sent me only $11 out of $1144. I've spent many many hours waiting on hold only to be cut off each time before even speaking to a person. Constantly email and submit online forms. This company has become a sham and I will never spend a cent with them again. DO NOT give your money to Qantas, you'd be better off throwing it away.

3rd call attempt in the last 2 days to book flights to back home using credit that happened when the pandemic began. Each call is 1.5-2 hours wait and then nothing, most airlines have a flight credit booking capability online, but instead we have to sit on a call to do nothing. Absolute shambles, they have the audacity to have a "please don't be unpleasant to our staff because of the wait" - I wonder if they worked out how to increase call centre capacity to help these poor workers.

Worst customer experience of my life. And this has been going on for 2 years. I can’t believe they are still getting away with it. Avoid at all costs - they have cancelled, lied, ignored, double charged and still owe me $500.

During my booking code **, I could select the seats for every flight of my trip. However, after payment, I could see that some of the flights have no seats selected. #1. The Manage Booking page is broken and won't allow me to see, select any seats or change the seats that appear to be confirmed. #2 (see attached picture). As all these flights are code-shared with LATAM, I contacted this company over Facebook and within 5 minutes they answered saying that only Qantas could make the change. After 48 hours of waiting for Qantas to reply to me on Facebook #3, I'm trying to contact 13 13 13 and it doesn't seem to be anyone working to support customers #4, which is very disappointing. I spent 1 hour and 30 minutes waiting on the phone and had to give up.

Please don’t book with them. I booked with Qantas knowing that they are a big brand, big company so I shouldn’t have any problems at all but ever since I bought this ticket I’m just stressed. No help from qantas customer care at all. They all are there to rip you off. Shame on you qantas, it wasn’t our fault that your flights were grounded for 2 years so stop Ripping us off mate. Try to earn it fairly.

God forbid if you need to speak to a customer service officer to deal with a function you are told can be resolved online when it's clearly impossible online. And what if you are elderly or technologically challenged!

I have been trying to unsuccessfully book our round the world honeymoon for over a month now. The itinerary cannot be booked online but only through the call centre. I have tried calling the call centre over 10 times, each time on hold for around 2 hours only to be dropped a few minutes later by the agent. Three times now I have been able to read out the whole itinerary only to be put on hold and then dropped. Even though they promise to call back when the call is dropped, they never do. I have tried to contact some of the Qantas international email addresses and also via Facebook and Twitter. No responses anywhere. I simply cannot make our honeymoon booking in anyway and there is no other ways to contact Qantas. This is as a silver Qantas Frequent Flyer. Extremely disappointing, I don't know what to do anymore.

Customer service is soo bad! I’ve been on the phone now and I’m still on hold how long does it take to look into the ticket? An tell me the Correct times? Background chatter was loud couldn’t understand a word the lady was talking! Honestly Qantas fix your wait hold or answer calls straight away nearly 40 mins on hold waiting for her to check my ticket.

Made a booking with Qantas Frequent Flyer points on 27 February 2021 for a domestic flight departing 9 April 2021. At the time, the website stated that I had enough points and accepted the booking. The following day I receive an a "no reply" email from Qantas asking to call them about the booking. It was impossible to get through on the phone. The Qantas website continues to show that my booking is confirmed.

Have had to rate 1 star as cant put 0. We had flights booked to NZ but borders closed again re covid. Qantas cancelled the flights (as they had to) so we received a credit voucher. I am now trying to get a refund. This appears to be the only thing you cannot do online!! I have now been on hold for over 4 hours. This appears to be a deliberate avoidance & passive refusal to refund customers. It is underhanded and absolutely disgraceful behaviour from a company I used to hold in great esteem. I delayed trying to get a refund for 2 months as the estimated hold times were always 2 hours or more everytime I rang, but I now really need my money back asap. I am just one of thousands they owe money to. They know this is in high demand and has been for months, try employing more people to deal with this huge demand. You need to look after your customers. Shame, shame, shame on you Qantas.

Absolutely disrespectful having to spend days on the phone to not get my issue resolved. Unacceptable lack of support and willingness to correct their own mistakes. I chose Qantas for their reputation of “good customer service” but this is far to be good. This is actually disgraceful. Waited two years to finally book these flights. For the first time I decided to do over the phone as this is my first time flying with a baby so I wanted to make sure everything was done right. Now, because of their incompetence, I ended up with less $7,5k on my account and NO FLIGHTS! Thought with the borders reopening they would have prepared themselves to attend the high demand but what I saw was a poor trained staff that doesn’t know how to handle challenging situation. Qantas is not the same. Think twice before booking your flights with them. I could keep going as my disappointment in beyond words.

My self, my wife and children all are Frequent Flyer members more than 150000 points we are holding and number of times we have booked flights using credit card and had to cancel due to COVID etc. and the money went into flight credit. Now when we are trying to book flight it says, "Your flight credit has been converted into Qantas pass and you would have received email," but no emails whatsoever received ever and no way I can use the money for urgent new booking.

Had to cancel 3 flights due to covid restrictions. Spent 4 hours on phone to get refund. Qantas staff member confirmed they were able to refund to my account, but they refunded to my ex partner (despite confirming they wouldn't, otherwise I would have had voucher). I had been through their internal process and provided all account details as they requested. On the day of refund I got email to say it had been refunded to my ex partner. I called again and they said there is nothing they could do and that the Qantas person had given me incorrect information. I provided proof of telephone calls and emails, but Qantas just said I need to speak to my bank.

I spent 6 hours last week contacting QANTAS about their change to one leg of my domestic flight. Their new time didn't fit with the first leg. I have now been waiting since last week for email notification of the verbally confirmed change I made. The new flight isn't showing on my booking. My husband (not me the purchaser and flyer) received an email during last night to advise me that QANTAS is offering the agreed change this leg of flight to the agreed time (last week) but if I want to change it it will cost $200 more. It is suspicious that they didn't contact me the flyer so that I received the notification immediately.

Post-Covid Qantas has demonstrated one of the worst corporate behaviors that I have experienced. A simple act of redeeming vouchers (worth thousands of dollars) to make a booking has been made so complicated that - it cant be done online. Which service-oriented company in 2021 relies on phone-based booking of the 1970s? I have literally spent more than 15 hours sorting out a simple process of booking domestic flights. I am not sure what kind of strategic planning was done during the quiet days of the COVID-19. CEO appearing on TV and saying book your holidays without actually ensuring that adequate IT system, processes, and staff are in place is laughable - seriously. The post-covid debacle deserves a "0" rating!

Yet another poor experience with this airline. This time, despite having my baggage (containing 10s of thousands of dollars worth of sensitive electronic equipment for work) heavily marked as "FRAGILE", it comes out on the carousel upside down. Goodness know how it's treated out of the consumers sight. Also, the high quality lock was missing. When I mentioned this to the staff member on duty, all I received was an "Oh dear" as she walked away.

Flight was cancelled by Qantas. Ridiculous rules for credit back option and when tried for a refund no response from customer care despite waiting on call for 2 hrs. Thoroughly an unprofessional and unethical airline. Qantas is mighty Aussie disgrace.

Of all western airlines this has got to be one of the poorest run I've come across during the 2 years I've had to deal with it. I've come across every now and then a dodgy 3rd world airline with less then favourable conditions but Qantas takes the price on what you would think is a smooth, well run century old operation. Where to begin with this mayhem as there is so much. Will cancel award bookings without further notice unless you log in to your Qantas account and happen to see the booking cancelled. The busiest phone lines in history of a corporation for 2 years now. You can call morning or evening, Monday or weekend and it is always 1.5h-2h wait on the line for a basic question. Always.

My flight was cancelled and Qantas did not refund my money to my credit card, instead gave me a credit to redeem only via telephone (when you are trying to book a multi city). This is the worst, you have to call Qantas and wait according to the voice recording 2 hours minimum. I waited 5.35 hours to be able to get my credit back. However, the person who answer the call put me on hold for another 25 minutes and after that hang up the call. This is insane and ridiculous you have to waste your time to redeem a credit which is yours and only can be redeem over the phone (multi-city).

Called Qantas hotline 3 times in the last 2 days. Waited 2 to 3 hours to be connected. They forgotten to transfer my excess baggage to the new flight. Customer service said will rectify it and update me but didn't. Two of my calls were disconnected after 2 to 3 hours wait without calling me back even though they have my booking reference number. Customer service officers were robotic and unconcerned. They will keep you waiting on the call without letting you know how long. It is horrendous experience. I would have given Qantas zero star if only there is an option.

I paid for 2 return flights Brisbane to Melbourne on 12/11/19. The flights were cancelled by Qantas due to covid. I requested a refund of $596.00 and on 2 December 2020 Qantas requested my bank details which were promptly supplied. Despite writing to them subsequently I have heard nothing since. They would be fully aware that there is no practical way to contact the other than by mail which they simply ignore. It is incredibly frustrating and I will never deal with this organization again.

We ordered an iPhone using an excessive amount of points we had accumulated and money. The Qantas website seemed to have a glitch and unfortunately we were sent the wrong model. The package is unopened and a brand new iPhone but not what we ordered and they refuse to exchange it for the model we requested and paid for. They keep blaming Apple stating they don't allow exchanges, however on contacting Apple- they have clearly stated that Qantas buys their products in bulk and they have no problem with exchanges. It's ridiculous that they send the wrong product and are not willing to help customers out, especially since we have been with them for 20 years and hold silver status.

The way Qantas have treated us throughout this pandemic is absolutely disgusting! My flight was cancelled back in March due to the pandemic and my refund still has not been received. When I ring qantas they won’t talk to me because my flight was booked via Web Jet, Web jet have contacted them for me on numerous occasions and have been told it could take up to 20 weeks for the refund! It has now hit the 20 week mark and Web Jet have now been told it would be a further 20 weeks on top of what I have just waited!

Last Nov I bought 2 return tickets to LA for our wedding in Aug 2020 in Vegas, well covid hit and our trip had to be canceled. Qantas canceled the flight. That was in July 2020. Was told a refund would take till Nov 2020. That was 15 weeks to wait. I got an email from customer service saying the refund had been paid to my account, that was on 5th Nov 2020. I have rang them. 8.5 hrs on hold, when I eventually got thru I was told the money would be in my account the next Friday. That was 4 Fridays ago. As today is now Friday 20th my bank has West Pack has informed me that Qantas has stopped the payment. WTF Qantas and Alan Joyce. Hope you enjoy my $2000.

I understand that Qantas has been hit hard by the pandemic but so has ordinary people like myself who have lost their jobs and now trying to make ends meet. It took seconds for Qantas to take my money and also seconds for them to cancel my flight, without explanation. Now it's going to take several weeks to get my money back? Shame on them. I have sent several messages on Facebook (which they keep deleting) and emails but they won't budge on taking at least 12 weeks to process a refund request when they canceled the flight in the first place!

After 6 months, 300 minutes on hold, being put ‘on hold’ indefinitely three times by Qantas staff, and finally receiving confirmation that my refund for two international business class tickets had been processed, I AM YET TO RECEIVE A PENNY FROM THIS UNSCRUPULOUS AND UNAUSTRALIAN CORPORATION. QANTAS have decimated a loyal customer base. No delays to executive remuneration. Just convenient delays to loyal customers refund and allegedly underpaying staff. This brand is ruined. Congrats to old mate Allan looks after himself Joyce. Good work mate.

Requested a refund mid July for flights from AU to Vegas and can’t go due to COVID. Qantas advised 12 weeks to process the refund of nearly $10,000 and now extend it for a further 8 weeks with no explanation other than they are business. How disgusting and they are holding people's money for no reason but their own gain.