Qantas Reviews

I’m so disappointed in your airline. I at times have no words as to how badly you’ve robbed my family of trusting in you again. First it was Covid and now we’ve been run around back and forth, no accountability for over a month with our credit you promised us from 2020. I’m an Aussie expat and all I want to do is get back and see my family and friends, but you sure are making it almost impossible. The joke of flight costs, the blatant disregard for your loyal flyers is almost beyond repair. Why won’t you give us our due credit?

Had a return international flight for January 1st that was cancelled by Qantas a day before departure. This ticket was double the price than the usual USA to Australia trip would be. The qantas system rerouted me from 2 stops to 3 stops. I called customer service to reroute me as my itinerary originally was booked. This took 7 calls with 6 hours of wasted time due to dropped calls and incompetent customer service. They found an identical itinerary but couldn't issue an e-ticket because I wasn’t actually booked on the flight I had spent 1 hour with customer service on. This is where the next 5 hours were wasted.

Very rude staff on Sydney to New Delhi flight. Seen staff arguing uselessly with almost 6 people in my cabin including me. Almost all of staff with mask below nose. No etiquette whatsoever regarding customer service. Felt like being on a hijacked flight through the whole journey. An old couple in front of me accidentally pressed call button twice, got scolded like unimaginable. Never again. Qantas has gone down the drain that quickly, can't imagine.

Had not been flying with Qantas for several years but thought to give Qantas a try. Booked a business class flight from JKT to Brisbane via Sydney. Supposed to depart on October 16, 2022 at 20.10. But then the flights were rescheduled to 23.30 and then ended to 00.25. I had selected seat 2C for the Sydney - Brisbane flight, but when arriving at the airport found out that my seat is changed back to 14E. The worst part is that the connecting flight is not only rescheduled, but is downgraded to ECONOMY, whilst I am paying >AUD 6.500 for those ONE WAY flights.

10 months trying to get a refund and all I get are lies. Promise after promise that the refund will be paid by a set date and still nothing happens. They have now managed to change the booking from 2 people to one so they have effectively doubled the problem although I fear it will be way worse than that after dealing with the incompetence that is Qantas Customer Service. This problem could have been solved within 30 seconds and now it’s heading for 1 year. Well done Qantas.

It started out being a great experience booking our flights for the UK. Yes 25 hours seemed a little long but it's our honeymoon so what the heck. Since booking 6 months ago we have received three changes to our flights, which would be okay except for the fact that it has now blown out to 31 hours for a flight. You claim it is 90 minutes added for each stop to ensure baggage and everything is good. I say it is because you have not kept your eye on the ball when you let all the staff go. Can you try and limit the changes as this gets rather tiresome. I'd like to actually get there and home as per the agreed and stop losing all my precious time over there to being stuck in places for 2 and three hours.

Booked through lastminute.com so when I called Qantas they told me tickets had not been issued 2 weeks before flight. Eventually found them. If you book outside Qantas they don't want to know you. Plane was filthy. My tray had smears and crumbs on it. Toilet paint and moldings deteriorated and foul. Seats were cramped.

My review touch on the following items:

Flew long haul with Qantas and Emirates in July 2022. Encountered serious problems on return leg and arrival at Melbourne. Missed my connecting domestic flight to Sydney due to utter chaos at Melbourne baggage collection and then a one hour queue to get through customs. On arrival at domestic Qantas was told I’d missed my flight and it was not their problem - it was Emirates as they were the carrier into Melbourne and more broadly it was the government’s problem due to poor resources in arrival terminal!! My contract and boarding pass was with Qantas, they shared the route with Emirates!! Emirates don’t fly domestic flights! I explained this to them but they were incredibly arrogant. No apology. Defensive attitude to the distress of 100s of other customers in the same predicament. No plan shared with us. We were told someone from Emirates would be talking to us in due course! Asked us to move away from their customer service desk!

Having no luck making an online reservation I called Qantas directly. The young person was offshore and very casual and unprofessional. He was circular in his approach and slowly made his way to sorting my reservation. My aim was to pay with frequent flyer points but he had difficulty making this happen. An hour later we had the date of the flights but not the acceptance of frequent flyer points.

Out of all domestic airlines, Qantas is the most expensive with the most terrible service. After paying $600 for a one way flight to Hamilton Island, they lost my luggage and kept giving excuses that it was “school holidays” and “this happens all the time”. They advised I could purchase a few clothing items to get me through (no limit, just nothing too excessive) so I bought summer clothing + a bikini and thongs in total of $275. They promised if I kept my receipt I would get refunded for this amount. Now they are advising there is a $60 limit (this was never once mentioned by any of the Qantas staff I spoke with) this is so misleading, not only did they ruin the first two (out of 4 days) of my holiday, they are refusing to take accountability and give back to their loyal customers. Do yourself a favour and never fly with this airline again!!

I needed to rebook a flight so that it left from Wellington not Christchurch. I called customer care and they charged me $289.80 for the flight change, which money has been taken from our account. No confirmation of the flight change was sent to me. I called to enquire and was told that no booking had been made and that no money had been taken from our account, which was wrong as I had the bank details in front of me. The price of the change had risen to $444. Before I could book that I was disconnected.

DO NOT FLY WITH QANTAS. Qantas issued me a 'flight credit' as a refund for a flight I had to cancel (I paid extra to book a ticket that permitted a refund). In theory, I am meant to be able to use this flight credit (approx $400) to purchase another Qantas flight (12 month expiry). However, they have made it literally impossible for me to actually use the flight credit. On 6 separate occasions, I have called the designated phone line and spent in total over 17 hours on hold. Each and every time I've reached someone they have said one of the following:

Qantas cancels flights, puts customers into inconvenience, does not bother about customer comfort even if the wait time is more than 11+ hours which is after a long flight from Dallas to Sydney. Would never fly Qantas.

If I could give Qantas 1 star, I would - please learn from my mistakes and avoid flying with Qantas. I was scheduled to fly with Qantas from Auckland via Sydney to Gold Coast in late Feb 2022. I got a notification in late Jan 2022 that my flight details had been changed. What should have originally been a 4 hour 55 minutes flight was now delayed such that the full travel time would instead be 13+ hours with an overnight stopover in Sydney (with no compensation or coverage).

I attempted to book a flight for 21000 points to the Gold Coast and 9600 points back to Melbourne for the dates 30/06/22 to 03/07/22, on the 08/06/22. I selected the flights, followed the prompts with express checkout, hit submit and it spat me back out to the search page after showing me an error code. Now the flight was 11600 points. I selected it again and the same thing happened, this time now it went to 14000 points. I called 'customer care' and after being on hold for 45 minutes got through to someone.

My most dissatisfactory experiences started when in March 2022 I made a booking with a Qantas Call Centre Staff member utilising part of a Travel Pass from 2021 Flight Credits to book an airfare Darwin to Broome in Aug 2022. I thought this call went well and the booking was made, I have the Reference Number and all. About 3 weeks later whilst perusing my Qantas Freq Flyer App I noticed that that this booking was cancelled. I received NO communication from Qantas about this. On my FIRST phone Call to Qantas, I was advised that the cancellation was made due to non-payment! Being as a Travel Pass was used with Qantas Staff, I was incredulous! Then what happened....

My debut international travel experience has been left shattered and lead me to contemplate never traveling with Qantas ever again. I have been a gold member for the last 6 years and was excited to go on a new voyage. I have been in Thailand for 2 days and my bag has just disappeared between numerous carriages. I have emailed lost baggage constantly and still no one can find me bag. I have critical medication in my bag that I now find on day 2 is having a devastating effect on my health. My mental health is greatly affected and I am in a foreign country with nil assistance for me. All my essential medication is in my baggage.

1. a. I was charged 100 excess baggage for my garment bag, which seems outrageous.

What a terrible service. Priced at a premium and the service provided is so less than acceptable, it is offensive. Filthy planes that are never cleaned, rude staff that do nothing, food that is served still frozen. Do not ever fly this airline. It is terrible, and they do not care. They offer no apology or service whatsoever. Alan Joyce should be deported back to the leprechaun colony. He has destroyed Qantas. Let us not forget how they unlawfully sacked all their employees. If they cannot treat employees well, what chance do customers have.

Qantas has to be the worst airline I have ever flown with. Paying a premium fee for a substandard service. Our flights were booked 7 months in advance and cancelled two weeks prior to departure via email. No options given. Just a notification of the flight we have been moved to 48 hours later. 4 hours on hold to speak with the most useless customer service team to attempt rebook another flight. Qantas could not accommodate with affiliate airlines that they have advertised and sold on their website. As we needed to arrive on the same day we had to have an extra 6 hours in transit. We paid an additional fee to have a bassinet seat and was told that they this would not be available on our rebooked flight.

I have purchased an overseas trip from Melbourne to Lyon back in January. This flight had a transit via Singapore and Frankfurt. I have just found out that my departure was cancelled and rescheduled to the 16th, a day later. Not only I have not been notified or informed about any changes but most importantly, none of the transit flights were updated accordingly. This is shocking. I only found out by accident while looking at my booking details a week before departure. This is a trip that was booked for many months to try to attend a family reunion after 4 years.

Booked a flight through Qantas 6 months ago with two connections, they canceled the connections within 12 hours. Spent 9+ hours on hold. 6 months later they refunded to a non existent credit card and refuse to do anything about it. Robbed, both of money and time. Will never ever ever fly Qantas again, every experience has been a shocker.

I have $2,500 worth of travel credits with Qantas which I am trying to access to be able to visit our family in Australia after more than 2 years of being apart. Two of my 3 vouchers have been inactivated by Qantas for some reason, despite having received an email to say that they are valid until Dec 2023. In an effort to reactivate these vouchers, I have had 4 phone calls to Qantas where I spent 5hrs, 2hrs, 1hr and then 1.5hrs on hold, only to have been fobbed off each time. After the first call they asked me to fill in a customer care form requesting to reactivate my vouchers and someone would call back between 3 and 5 days. No call. I filled in another form. No call. I rang back (2hrs on hold) and was told by Sandy that she would call me back when the vouchers were reactivated. No call.

Spent 11 HOURS trying to process my credit voucher. I swear they make it virtually impossible to sort any issues so that they all go unclaimed. Had to phone on 3 separate occasions, each lasting between 3 and 4.5 hours, each time promised to call back but never did, hung up on me whilst placing me on hold and it still isn’t sorted. I will never fly with this airline again, how a company of this size can get away with this level of ‘service’ is beyond me, absolutely terrible.

Appalling customer service. Booked a RT flight from Adelaide AUS to Nelson NZ to see family for the first time since COVID. Just received an email with a flight change from Qantas for our return flight but they've completely forgotten that we are departing from Nelson NZ- Auckland arriving at 2 pm, and booked our departing flight out of Auckland at 6 am the same morning. How on earth do we get on a flight that departs Auckland 8 hours before we even arrive from Nelson? Now on hold for 2 hours, no assistance provided. Last time that I book with Qantas.

January 2022 we had our $400 Samsonite bag and contents crushed in Qld after flying from Melbourne (it happens). No one wanted to know about it at the Qantas customer desk and referred us to their website where after hours (no days) on hold we were offered a pitiful $130 refund :(. Now it's end of April and still no compensation or responses to emails or phone messages. Just not good enough Qantas!!!! Maybe it's time for a change....

Qantas has made those complimentary Qantas Lounge Passes obtained through rewards credit cards almost worthless. You get 2 a year. They are now severely restricting their use they say to outside peak times and school holidays. Isn’t this when you would want to use them? Worse they have been planning this for some time. Booking flights in August last year they failed to put those flights on their site so I could link my passes with the flights I wanted. Despite me chasing them to do so. They finally put them up but only some flights not all. Only then noting their restrictions. They exclude you by not putting up all your flights. Neither they or their credit card partners advertise or advertised this.

40 days after taking our money for a booking, Qantas cancelled our flight and offered a ridiculously inconvenient alternative. We were directed to their website, where under "Manage My Booking" all other flights were unavailable, even though the same flights had open seats in the new bookings screen. The only remaining option offered is "Cancel/Credit", which is how Qantas try to trick consumers into cancelling their own bookings (it gets Qantas off the hook from an ACCC perspective), and then book the desired flight at a much higher (30% more) price!!! It's a scam to make consumers pay more after they've already paid in full, well in advance, for a fair.

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