Qantas Reviews

Started with a surname issue and ended up ringing them 6 times so far:

1. Waited 3.5 hours and the customer service person said she had changed the name (soon discovered she did nothing).

2. Rang back again to get the name changed and waited 4.25 hours before call answered (this time the name was changed).

3. Had to change the departure date but the Manage my Booking would not let me because a name change had been made. Rang and waited 3.5 hours. Customer service person arranged for a flight credit which was emailed straight away and abruptly disconnected the call.

4. More than 30 hours had passed and I could not book another flight as the flight credit did not work (disrupted our whole itinerary). Called customer service again waited just over 4 hours and the call was disconnected on pick up.

5. Rang again and waited about 1.5 hours before speaking to customer service person (voice sounded the same as person in 1. above). She attempted to fix the flight credit but it still did not work (the error message changed from: "The flight voucher is still being prepared" to "This voucher can’t be used online. For assistance, call 13 13 13 (in Australia) or your local Qantas office. This will open a new tab or window in your browser.. (15114 - 0)".

She started to book a new flight for us but when questioned about seating she said we would have to wait 24 - 36 hours before we could select. I expressed my concern as we are a family with 2yr old and 9mth old children. After further discussion I requested a refund and was told she would check and then she disconnected the call - never rang back.

6. I am waiting on the phone again now (for just over 1.75 hrs).

***

--Qantas has serious customer service issues from quantity/quality of staff through to its thoughtless structured online processes. If good customer service is important for you - do not fly with Qantas--

Before the flight I checked in online which worked fine and received my confirmation of check-in and my boarding pass. Then, 2 hours before departure I received a call from Qantas and they told me the flight is oversold and I have to take the next one, which is 10 hours later or downgrade to economy class. Due to I had to be in Adelaide at a certain time I didn't have a choice and agreed to take the economy ticket, mostly I fly economy anyway.

When I asked what the price and the refund is going to be it turned out Qantas charges me $800 for a eco-flex ticket which usually only cost $600, and I know because I have booked that ticket multiple times before and even my return flight is eco-flex for $600. The lady on the phone told me she can only give me the currently available price which of course is much higher 2 hours before departure. So, not only am I downgraded shortly before the flight, on top of that I am punished for Qantas mistake of overselling and have to overpay for a ticket just to get to my desired destination in time without being offered a better deal or any kind of compensation. It's really not nice to feel being taken advantage of because I have a schedule.

Unfortunately Australia doesn't have many airlines to choose from and they get away with bad customer service. I guess they need more competition to be forced to improve their services. I never experienced such a bad customer service in over 10 years of frequent flying. 90% of my over 200 flights were done with Star Alliance and they offer great service. That really makes me miss the times back in Europe where airlines can't afford bad service and still value their customer especially when flying business class.

Fast forward to now when I'm finally able to reschedule my trip. First, my original booking number, which should have connected to a credit that was valid for another 9 months, only returned an error message online. In trying to resolve that, it quickly became apparent that the ONLY way to contact Qantas Customer Service is waiting forever on hold - no online form, no chat, no email, not even an option for them to call you back when ready. A frequent flyer number and selecting the option to book a flight did not appear to improve my priority to them.

To date, over multiple attempts I have clocked over 11 hours on hold with only two times that a representative answered after 2-2.5 hours; one attempt ended without success at over 3 hours. That alone is unacceptable since given the financial difficulties the airlines have had during this pandemic they should be bending over backwards to get flights booked and not give out refunds. My situation should have been a simple win-win - I essentially get a $1300 discount on a flight and they get another $900 or so from me due to the higher prices. Instead, I have been left feeling like my $1300 was stolen and I will never willingly do business with Qantas again.

Both of my current experiences with the representatives who bothered to talk with me were underwhelming and it remains to be seen if my difficulty is resolved. The first one assured me that I should have access to my credit with the new booking number she issued, but several days later that number continued to return the error message that it couldn't be used online despite her assurances that would change within a day or two. The second one then informed me that a two year old credit could only be redeemed over the phone. I resigned myself to that outcome until the price she quoted me was $1000 more than the website wanted to charge me (including taxes and fees) for the exact same flights at the exact same time she was looking at it.

I balked at that so she then put me on hold to find out more about using my credit online (ie so I could price shop); about 30 min later she informed that my credit could be converted into a "Qantas Pass" that would allow me to access the full amount online like a credit card. The other option would be to have them eventually mail me a check; and in that scenario I would use Expedia or similar to find another flight at full price. I decided to give them one last chance and agreed to the Qantas Pass with the caveat that if that didn't allow access to my money within 2 days they would be hearing from me for the check, even if that costs me another three hours on hold.

After done arguing, I got new code with 2461 $ credit. Booked 2 economy flights Perth to Tassie with credit voucher, had to cancel again due to lockdown and got credit voucher 2033$. I called numerous times, waited 2 to 3 hours to get an answer and then to be cut off. Got a call back last time and out of the magic hat, I got a separate code for the missing 428$ credit. Is this how Qantas tries to make money??? Your business model needs urgent review. Try this direct number instead of 131313, you get to speak to someone within 30 min to an hour. 0290671509

We asked and insisted that we are wouldn’t be able to go for any trips within this time. She after putting me on hold for another 2 hours said that “a new booking has been created” and we would get the credit and we need to call to book so we can use the credit. Now to be clear, my and my partner will not be able to use this “credit” because we can’t travel in this period of time and I will not wait another 4 hours on the phones to book anything. This is the first time we try to use Qantas and will be certainly the last. We lost almost $400 with the company that has made it clear that it won’t return our money. I am extremely annoyed, angry and upset with this policy and behaviour. Will make sure to tell and share this experience with as much people as I can.

#5 I am thinking of going to the airport solely to try to get this sorted, or as a last resource, cancel the flight and dispute any monies, which I know will be more stress added. I paid much more than usual on these tickets and thought it would be a good idea to support an Australian company and our fellow Australians to keep their jobs. I even changed the returning date to be able to buy from Qantas, but it seems that Qantas is just keen to collect money and not keep staff. I immensely regret my decision to book flights with Qantas. Would give a zero star if I could.

On the day of the flight, I receive a voicemail asking me to call Qantas. I tried to call back and was still on hold hours later when I arrived at the airport. The customer service rep at the airport advises that I do not have a reservation because I did not have enough Qantas points at the time of booking 2 months ago. I was required to pay over $700 to make an on-the-spot reservation. I've been through the complaints process with Qantas and they have refused any compensation or refund. Abysmal customer service. They need to update their website interface so it can process bookings and reflect their status accurately.

It’s being three weeks since I had the issue above. The numbers of calls are now 18. I have lodged the complaint below to ACA as I can’t get the matter Resolved.

-“I booked flights over the phone as this is my first time travelling with an infant, I wanted to ensure all bookings were correctly done. Qantas agent who initially booked our flights committed several mistakes which are listed below:

6. She booked my flights with an incomplete surname. After repeating my surname multiple times she had difficulty with the spelling so she decided to leave it out.

I have contacted Qantas call center 18 times with an average waiting time of 2-2,5 hours being the longest call 3:40 minutes. Over 30 hours on the phone!!

3/12/21 -2x

- airfare charges

However, there was no reasonable solution to update my booking with my full name. I contacted American Airlines and was advised that Qantas can contact them directly and request the mentioned alteration, however, Qantas solution was to process a refund for my ticket which would take 5 business days and reissue the ticket (extra $4k). I don’t have 5 business days nor 4k. As I’m flying next week.“

I gave up and I’m now In grief trying to request this bloody refund. Every time I call they need to seek approval from different people in different department and the waiting time now to receive the refund is not 5 business days but 8 weeks. They are such a jokers aren’t they? So furious!!!

Last night and today I spend nearly 3 hours each on phone before finally a lady answered phone. I provided her the FF number requesting her to make new booking using the flight credit but she said she cannot help. I was almost teary and said we have over 1000 dollar flight credit so far and are we not able use our own money to book the travel when needed. Talking a bit, she nicely disconnected the phone without being any helpful at all but rather mercilessly. 4 hours of efforts plus the frustration that I couldn't book my little girl's ticket for her to visit her Dad. Disgusting service beyond someone can imagine.

I have now waited another 3 plus hours today to clear the matter up and still no answer, I'm on hold yet again. I have never been treated this poorly by any other business and I'm appalled at their lack of concern or integrity in not honouring this fare leaving only one flight via a Low Covid Risk city. I am also distraught that they don't appear to want to honour the first booking at the confirmed fare price.

Their flights do not suit Perth Frequent Flyers who can't travel through High Covid Risk cities due to quarantine requirements of our Premier. I am elderly and on a mercy visit to my daughter who has no carer for her after surgery prior to Christmas. I am returning to care for my husband with very low mobility and no immunity to Covid. I have received no care from anyone in QANTAS who are acting by stealth and questionable contact methods, which is not good business practice. Can Consumer Affairs do anything to help the unfortunate consumer? And now? Alan Joyce this stops with you.

Flight cancellations are given a voucher to be redeemed at Qantas. The voucher may or may not work online, resulting in sometimes having to call in for a simple booking. No functioning internal system for simple tasks. Again 1.5h wait on the phone. Really poor tools for online points bookings or anything more complex than point A to B. Very slow website that crashes on basic tasks usually.

Cancellation of flights can take up to 6-8 weeks for refunds. Cancellation of Qantas flights on award bookings take up to 7 days for any return of points. I would assume this is the only company in the world that uses a manual input for returns with a 72 year old semi blind lady at the desk. How it can take 7 days for a basic refund of points in an internal system of Qantas is beyond me as this is in 2021 an automated system. Qantas- The airline that stayed in 1972.

I have only ever received one email from qantas notifying me of the wait which was over 3 months ago and I have not received anything since then! No updates. Nothing! I have lost my job throughout this pandemic, it is coming up to Christmas and I need this money! You can’t treat people like this! I am taking this further with consumer affairs and I vow to never fly qantas again and will be telling everybody about my experience with qantas. I have received all refunds from the American Airlines I had flights booked with and the process was so easy. Yet our “trusting” Australian airline is treating us like this! Be careful of qantas and don’t ever fly with them if you don’t have to!

All passengers' rights were grossly violated and as I asked the Qantas supervisor about the passengers' rights according to Montreal Convention 1999, he in a boorish manner ordered me to leave Qantas area. As a result I lost my ticket for the connection flight from Bangkok to Europe. To my complaint Qantas replied that it was not their duty to warn passengers about check in requirements. You have to be the last idiot to deal again with a company that hypocritically calls itself "spirit of Australia".

We felt scared as news got worse with every passing hour, the pandemic crisis deepened and there was talk of a ban on domestic travel in the United States, and reports of “Qantas to slash international capacity by 90 per cent from end of March” (our original flight was to return to Australia in April). The following morning a story in the SMH reported, The Department of Foreign Affairs advises “If you're already overseas and wish to return to Australia, we recommend you do so as soon as possible by commercial means”. What’s more, my wife and I are in the age group of most concern. So, naturally, we decided we had to get out of America as soon as we could.

Obviously everyone else felt the same way. All Qantas contact systems in America crashed. There was no call-back service. We spent between 4 and 6 hours in phone queues on multiple occasions and trying various phone numbers. Each time we were unsuccessful - the phone line would drop out, or after 6 hours we would give up. And infuriatingly, the website was only useful for cancelling flights, not for changing flight dates. So for us, it was useless.

On Monday 16th after another 4-hour wait, we finally got through to Qantas on the phone only to find to our amazement that in this time of unprecedented crisis for frantic travelers, Qantas had no compassion for our dire circumstances and only seemed intent on profiting from our precarious situation. We note that most of the American airlines introduced a policy to waive ticketing change fees. But not Qantas!

Qantas took advantage of our vulnerability to extort $5800 to change our ticket date. We simply needed to leave America ASAP before President Trump banned domestic travel which would have stranded us in Colorado indefinitely. We had no option but to accept this outrageous fee. To rub salt into our wounds, Qantas erroneously booked us onto a cancelled domestic AA flight, which caused enormous stress and another 4-hour phone queue trying to get it sorted out. If I hear that crackling, distorted wait-music again, I will definitely cry. And to top it all off... on the flight from Dallas to Sydney, Qantas lost our luggage in entirety, causing further delays and anxiety.

Aside from the poor customer service treatment over the phone, at the airport there are hardly any staff even at peak times. I had to get a special tag for my oversized luggage before checking it in, which usually takes about 30 seconds. At Sydney airport (the busiest hub for international flights in Aus) there was ONE staff member for the entire international check in area at 9am! There was a line of about 25 people for the information desk as this was the only staff member available in a sea of self-check-in computers. I waited 45 minutes to spend 20 seconds with the staff member getting my special tags. It was fortunate that I had allowed ample time before my flight otherwise I would have probably missed it, and there was no one else to even approach to ask to be moved up. Again there was no apology or acceptance for the issue, just an air of "it's not our fault".

This was all after my flight from Sydney to LA was delayed again and again and finally cancelled (after 5 hours of delays) due to engineering faults discovered only 20 minutes prior to boarding! How can a plane which has been sitting in a hangar overnight, and then brought to the gate 5-6 hours before departure, only have engineering faults picked up when all the passengers are through customs and at the gate, literally lining up to board?!

Once the flight was finally cancelled, the staff didn't even give proper instructions of what to do, the Sydney airport staff had to pick up the slack and process us all out of the airport. Again, we were met with a huge line of everyone who was supposed to be on the A380 flight and justifiably flustered staff trying to sort out accomodation for the approximate 2,000 customers affected. This debacle for both customers, and the staff who were actually doing their best, could have all been avoided with proper protocols and staffing in the first place.

Overall, I don't blame the Qantas' staff for the bulk of the issue, they are understandably stressed and fed up when they are dealing with more than their fair share of customers. The issue lies deeper in the corporation with not enough emphasis placed on customer experience, particularly in accessibility to staff and efficiency of processes. I was even shocked to discover the leg space on this long-haul flight was small enough to have my knees against the seat in front for the entire flight (I'm only 5'10").

It seems like Qantas are no longer concerned about being the premier airline of Australia, choosing to focus on profit and budget cuts rather than providing the premium service they were once known for, and might I add still charge for. They are clearly riding on the back of their previous reputation, but I don't see that lasting long the way things are going. My advice is to choose Virgin, or, if you have to fly Qantas, plan ahead and try not to have any specific requirements or questions, you'll save yourself the stress and headaches.

In some cases we have received points for part of the trip but not all. In other cases - none - hence my warning that they have a major system issue - & not in favour of customers! This has now been ongoing for over 3 months & there just seems to be a complete disregard for loyal, platinum status members which is truly devastating. I have never considered any other airline in over 20 years but in light of this disregard it is time to move on - sadly Qantas you are in no way customer focused & do not even live up to your own website’s published information. Very UnAustralian indeed.

When it came time to fly home from Verona series to Brisbane we checked in on KLM out of one of fairies to Santiago for a 9 a.m. flight. The next day when we got to the airport at 6 a.m. we were told that we were no longer booked on that flight and eventually found out that we'd been booked on 11.45 pm flight with Air New Zealand direct to Auckland and then on to Brisbane. We still haven't received any notification of this change. We wrote to Qantas 5 business days ago and have had no response at all. Typical of their service.

When I disputed that and asked to be accommodated nearer the airport I was told there were no rooms anywhere nearer. Lies! After over two hours in which I was threatened with airport security for asking to speak to a supervisor, they finally gave me a letter that said I could book a hotel at the airport! Two hours of being treated so badly and being humiliated. I wrote to their Head Office and three weeks later got a refund but no apology or money for lost wages, no answers about their tight scheduling that leaves no room for even a 10-15 min delay. I wrote to the airline customer advocacy and 24 hours later Qantas shut down my request for information, my request for an apology and my request for compensation and said they were sorry I was not happy but they would leave it as 'not resolved.'

In other words 'we don't care, now shut up and go away.' Airlines are the only organisation that can take customers' money in advance, provide an appalling service that leaves you feeling frustrated and fed up and then just ignore you when you ask for questions. They offered me 4,000 airports as 'goodwill.' Did I ask for them or want them? No, certainly not. 'Goodwill" is listening to the customer and trying to work out a solution. How ironic to give me airpoints that will cost me a a huge amount to redeem them! I already spent 12,000 and nearly $300 to be treated like dirt. I certainly won't be making that mistake again. My advice would be to check carefully when Qantas schedules your connecting flights. It seems they don't care how inconvenienced the customer is and they certainly do not care if you are a happy customer or not. Without a doubt, it's the worst 'customer service' I have ever had from anywhere.

Arrived in Sydney on 4th December and went to collect bags to be advised that they had missed the flight and would arrive on the next flight from LA. Following day still no bags and after ringing QANTAS and what seemed like hours on hold were told the bags would arrive the next day and someone would ring to confirm. 5th December no call so we rang again and finally were answered and advised bags were at Customs and would be delivered by 10:00 pm. Bags finally arrived at 10:30 pm with one damaged to the point where it cant be used and another bag (which was new) damaged to the point where will will not use it again.

Emailed QANTAS< Customer Complaints the following day detailing our issues and received an email back stating that we would be contacted within 14 Days. Still waiting over a month later so emailed again to be advised that the COMPLAINT NUMBER was missing or incorrect. This was not the case as I copied and pasted the number to the previous email I sent. I resent the email and still waiting for a response. QANTAS is incompetent and does not care about its passengers so we will in future use a Customer Focused Carrier.....QANTAS has just lost a long term customer and QFF member.

I was advised that they raised a comment on my booking and that I could only change at the checkin counter at the airport. I went straight to the checkin counter in Sydney and the service as usual was pathetic. I was first told that I could change but I would have to pay which I said I would. Then the man told me actually he can't accept money at the counter so there is nothing he can do. The Qantas staff across all my flights were exceptionally rude and unhelpful. I complained and was told if I have a problem I must fill this form out. My flights were delayed multiple times. When I landed we had to wait on the plane for nearly an hour before we could move into the parking bay. My one suitcase arrived in Christchurch without a wheel and even though I raised a query online, I have received no feedback. Overall the worst travel experience I have ever had on an airline.

We have boarded on the plane and realized that it took so long for the plane to actually fly so I haven't turned my flight mode off yet. 35 mins into the delay I suddenly received an email saying that they have moved my flight to 11am. Which was odd because we have never agreed to that.. And we were already inside the plane And have been sitting on our seat for a long while when said email arrived in my inbox. If it’s a delay and truly the airlines fault then just admit it and don't try to be diplomatic by sending us a late email saying we have now been moved!

The total delay time was 1 hour and now we are panicking because as stated earlier, we have a connecting flight to Jakarta. Stressed out, I asked mid flight if we are actually going to make it. Stewardess say it should be fine, we have a lot of time. We arrived at Sydney airport at around 1.05pm and had to run to the bus terminal and then go through multiple security checks, and the queue was so long! We were so stressed out at this point because we were told gates are closed 30 mins before departure. Once cleared we ran to our gate only to find out that, again, our flight to Jakarta is delayed because the “catering has not arrived”. From 1.50pm now pushed back to 2.15pm. We trusted Qantas yet it failed us. Never again.

The transfer service at Sydney airport is shocking, no direction and such a rush, with a bus only leaving every 20 minutes when flights are more common than that. The staff are rude and seem to care more about talking with each other and bitching about other staff at the back of the aircraft rather than actually doing their jobs. To get on a flight from the USA to Australia and to be told that they didn’t stock enough food for everyone is a joke, leaving people to have a few slices of fruit left over from business class. My overall experience over the years with qantas has made my mind very clear over my airline of choice, Virgin Australia.

Just another example of a greedy corporation desperately trying to make money, cutting corners, cheesed off workforce with zero motivation and a complete misunderstanding of the power of customer loyalty. I could also go on about the "lounge" experiences and food quality but blood pressure is high enough so I'll sign off. If you have a choice other than Qantas, take it whatever the price, it will be worth it.

You won't let us sit next to each other, on a 24-hour long haul flight. Why? Do you want us to suffer whilst having screaming children in our ear? Firstly, we have to call Emirates in order to do anything with the flight, and then each of you just points the finger at each other and says neither of you are responsible. You are both destroying each other's reputations. Someone wear the pants, and take control of your customer's experience, otherwise destroy both of your brands. $100 to sit next to each other whilst travelling.

Secondly, what's the deal with additional baggage? We don't even have the option to book it in advance, for the same finger pointing between you and Emirates. Then, once you find the rates amongst all the confusion it is $100/kg! Why are you not charging the fatties who take up half of our seat, or your overweight pilots, for their extra baggage? It is unfair, and destroys your customer experience. How about trying for some quality difference between yourself and the other airlines, because if you continue to provide service that is no better than the rest, you force yourself to compete on price and have no unique qualities about your product. Consider how you can be different.

Finally, you have a 2.5 hours wait time for telephone service. When we finally get a return call, five hours later, we receive sub par service from overseas call centres. Are you really a proud Australian business? FIVE HOURS!? Is that acceptable levels of service for customers you try so hard to win over as loyal through your FF programs which you spend millions marketing.

When you provide these levels of service, you tarnish your brand. Then, when we see partnerships with Caltex, Woolworths, Citibank, AMEX, you ruin all of their reputations and businesses also. Your customers end up resenting you, and their QANTAS Credit Cards, loyalty programs, insurance, and all your other hard work. You can do better. You leave a sour taste in our mouths, and we haven't even tried to cabin food yet. Hopefully you lift your game before lift-off. Feel free to correct your mistakes, turn around an experience, and have loyal young international travellers for the rest of their lives. Maybe we should fly with Sir. Branson, maybe the Pom's will take better care of us...

4. The airline thus far has refused to take any responsibility, stating that it was a code share flight with a now defunct airline! The Airline and/or its Proxies were grossly negligent and need to take responsibility. So, it is in fact Qantas that needs to figure out the Service Level Agreements (per IATA rules) and ensure adequate execution and not harass inconvenienced passengers! 5. My recommendation is to avoid this airline! In case of any issues, the passenger is likely to get nothing but excuses.

This sort of thing happens all the time with Qantas. I travel frequently and have come to expect flights to be delayed. Now the question is always not whether the flight will be delayed but rather, how late will it be today? Sadly, this airline can’t run to schedule any more and of course the poor customer has to just put up with it. The passenger has no option but to be on time but the airline can be as late as they like, ruin people’s plans as much as they like and all you get is “thanks for your patience, we apologize for the delay”. Empty words Qantas, empty words.

The plane was delayed due to bad weather. When it came to board the flight I was expected to get to my seat from wheelchair at entrance of plane without my frame and without walking or hopping. Finally a aisle wheelchair was provided so I could be seated. My walker would have easily fitted along the aisle of plane also in overhead cabin storage as it folds down. I needed to have my foot elevated. I was given three small cushions to rest my foot on. That did not raise my foot high enough and there was not enough room for my leg to be extended. We travelled from Bali to Melbourne on Garuda airlines business class the same day. Excellent service and was able to have my walker on flight without any problems. Also when our luggage was unpacked items inside were wet. Who knows how long they were left out in rain.

How can you take my money and sell me a flexible ticket that’s not flexible?! What have I paid for? I’ve been misled to the point of fraud. I’m from the UK so need to read up on Australian trading laws, but surely it can’t be legal to tell a customer they’re buying one thing and give them another. Throughout all this, Qantas have been unapologetic and looked to blame the travel agent, rather than taking accountability. No one has replied to the complaint I filed over a week ago. Qantas seem to think that since they have a monopoly on the market, they don’t need to provide any customer service, but they shouldn’t be too complacent. I fly frequently for business and pleasure, I added up what I spent on flights last year and it came to around $10,000, which I will be taking to Virgin after this debacle. Looking at the reviews below, it seems like more than a few others are planning to boycott Qantas too!

After much wait the flight took off at 1 pm. I didn't receive any email communication regarding the next flight, till the time I didn't call the customer care at 8 pm. Qantas doesn't think it's their responsibility. Since morning I have been calling Cathay and messaging Qantas. Disgusting service by both. None takes the responsibility and asks to speak to the other airline. What a huge mistake!! Now my parents have been given a via flight. So now they have to travel to BKK and then to Delhi. No wonder why Singapore airline is the best airline! And the best part is no one in Qantas and Cathay real care about your concerns. Ridiculous customer service. Not recommended for anyone, specially parents. Need a clarification on this.

Second-I had a refund and they did not apply it. I had to call which took hours because you will be on hold forever. I spoke to someone in South Africa who took 45 minutes to check 4 prices of new flights. They told me they would call me back and they had my email but there was no reply. One call disconnected so I had to wait another hour to get ahold of them. The consumer should not be paying such as high price for such poor customer service. We deserve better than this and their approach with me was to delay, delay and delay trying to pay me back for my refund as well as not address the missing TSA approved lock that cost my $25.00.

So, then I was given a credit voucher, but here’s the catch...it expires before I could realistically reschedule any travel. It is useless. And I was issued it after I told the agent when I needed to fly. They are so bizarrely rigid about rules they don’t even have full knowledge of. They have zero customer service training. It’s not even scripted, it’s just clueless. Completely clueless. To top it off calling them you are on hold for over an hour every time. And the communication breakdown is so bad it feels like you’re being scammed. I will never ever fly Qantas again. It is unbelievable to me that a company can even stay in business operating like this.

On discharge the Hospital gave me a letter for Qantas confirming that I was unable to make my flight due to a Medical Emergency. After several days of to and fro messages with the Qantas Bot asking for a refund for my missed flight (to cover the cost of eventually taking another flight home to Melbourne), I am horrified to be told that I am not eligible for a refund as I was a No Show. Qantas was advised well before the departure time that I had had an accident and was in hospital.

The irony is that had I attempted to take the flight Qantas would not have allowed me on the flight in the condition I was in. I’ve always respected Qantas as a reputable Australian airline with the good old Aussie Spirit of caring for its customers. No more! I now believe that Qantas is just another heartless profiteering company who cares nothing for its passengers, has no morality or business ethics and belies the appearance of a humanitarian spirit. #qantas #noempathy #customerservicezero #robotsfirstbeforepeople #serveonlytherich #hangthepoorouttodry

He did NOT do the same for the LAX-SYD portion, a 16 1/2 hour flight. My husband had the aisle seat in the last row of the plane next to the rest rooms. I was squeezed into a middle seat in a 4-seat row that was completely occupied. Further, there was a metal obstruction for either electrical or entertainment mechanisms that took up 1/3 of my leg room. I am VERY disappointed in the consistency of your attention to customer requests since this was the second time our seats were changed. The first time our travel agent changed them back. This time, despite my explaining that I had total knee replacement and needed leg room, the request was not honored. This cost me considerable pain and swelling in a leg with lymphedema.

Qantas pushed me back to my travel agency, which told me that Qantas should solve the issue because of its sale agent’s mistake. Qantas does not provide a phone # for customer service, the only way to contact its Customer Service is to file an online complaint. It took 3 days to receive a confirmation email with a case # & I was told it could take up to an additional 14 business days to look into my complaint; meanwhile my return ticket was 12 days away. Qantas Customer Service only works Monday to Friday, while Qantas Airways operates 7 days a week. My family will never take Qantas Airways again. I rated Qantas a 1 out of 10, when comparing to US-owned airlines.

Original Review: Feb. 24, 2019

We booked and pre-paid selection of two adjacent aisle seats a year and a half ago. First, Qantas changed one aisle seat to a middle seat. Our travel agent changed it back. When we checked in online for tonight's flight, we found Qantas had AGAIN changed one seat nine rows behind the other instead of adjacent to my husband's seat. Now we have to get to the airport four hours earlier than planned to straighten out the seat problem in addition to being told that four AA batteries and four AAA batteries for shavers and a computer mouse were considered dangerous, so they had to be moved from checked luggage to carry-on.

This was despite my payment having already been made (I checked with bank to ensure it had been). As the midnight curfew had passed for free changes to itinerary I was heavily penalised... through no fault of my own. To add further insult to my injury I was told I would need to wait up to 28 days for a refund. If I had not really lived through this I wouldn't believe an airline could possibly be so deceitful and unhelpful... BY DESIGN as Qantas, I gave one star only because I couldn't rate it less

After the phone call I went online and lo and behold it says our original flight is still leaving at 5:30AM. I rang Qantas straight back and after being on hold for 20 mins I got hold of a customer service rep who admitted after some pressing that the flight had actually been overbooked and we had been moved to a later flight to accommodate the overbooking. This is completely unacceptable and is incredibly suss business practice. Will never bother with Qantas again. They knowingly overbook their flights and then move passengers as they please with no regard for the inconvenience caused.

They had stopped my kids from boarding their scheduled flight because my daughter was told she had to be 18. My daughter is 16. By Qantas policy she is fine to travel as a supervising adult for her brothers so because of one person's stupidity and stopping her for no actual reason my Children had to wait an extra 1hr 55min for the next flight when they had arrived to the Airport at 3am. At this stage my daughter was so emotional. Because of one guy's actions we now have to wait till 4pm for QF144 to collect my kids' baggage so wasn't expecting this to happen.

Arrived SYD and ran to GATE 15. We were stopped because we did not have boarding passes - advised BNE told us to go straight to Hawaiian Airlines and they will be there. After 20 minutes of arguing and the ground crew not caring about the situation, we were advised by these people that Hawaiian had canceled our booking because we were late - BECAUSE OF QANTAS. Then we were advised by these incompetent people that our luggage was on the carousel downstairs and we should go and get it and go to the customer service counter. They had advised that Peter ** a supervisor had told them to send us to Customer Service.

By this stage it was nearly 2200 and our International flight left at 2140. I went to customer service and my sister went to collect the luggage. The female at customer service was so preoccupied talking to her colleague that I interrupted them coarsely and told them to arrange accommodation and transport to the hotel. Asked to speak with Peter ** to which a response 'there is no need.' At this stage after dealing with his staff members for nearly 2 hours it was clear that Peter ** could not be bothered coming and talking to customers, having difficulty and left us in the hands of staff who really need to take a Dispute Resolution Course in handling Customer Concerns.

My sister went downstairs to the carousel we were advised to go to, only to find NO LUGGAGE. My question at this point - DOES QANTAS REALLY KNOW WHAT THEY ARE DOING? After going back and forth to Customer Service we finally had a staff member that knew a little bit about the role she is being paid for and found our luggage - which was at the International QANTAS counter - SERIOUSLY!!! She also advised that Qantas would get a courier and send our luggage to the hotel first thing in the morning. WHAT COULD GO WRONG??? Had no overnight items, pyjamas, toothpaste/brushes etc and was advised by QANTAS that they had run out of over night packs - CONVENIENT!

At hotel nearly midnight had to make international calls to change accommodation and car hire. We were advised by the car hire company that we had to cancel the whole booking and rebook - costing us an addition $130.00 and having to pay the whole amount up front of $584.64. Lost one night's accommodation at a total cost of $550 because we were not there.

Remember I asked what could happen when QANTAS was organizing our luggage to be sent to the hotel? WELL let me tell you what happened. IT DID NOT ARRIVE and when we eventually went to the international check in for QANTAS, promptly advised, "QANTAS does not do that and I don't know why you were told they did." Luggage not there and they could not find the luggage as we were not given updated luggage tickets. We went to customer service, baggage claim etc and when we advised that our International flight was in 5 hours and we started getting irate, did they pick up their speed. Finally we had to give them a description of the luggage for them to actually find it. NOT ONLY INCOMPETENT BUT UNINTERESTED.

To rub salt on the wound, when we went to collect the bags (when they finally found our luggage after 24 hours) from the 'back room area', we were TOLD by the older lady that we should correctly label our luggage. I promptly advised her that if QANTAS had of done what they are in business doing, then we would not be standing there in front of her being 'lectured' by a woman who not only could not crack a smile, but no apology or care whatsoever only to be told essentially the loss of luggage was the customers fault!!! REALLY.

EVIDENCE CAN BE PROVIDED ON THE ABOVE INFORMATION.

Upon standing in the queue, I noticed that there was only one person checking people in, while there were 7 behind the desk. I filmed this. The staff also proceeded to pick foreigners out from the queue behind me to assist them first. I felt discriminated against. Why is this a Qantas procedure? Suddenly a very aggressive customer service agent, Vicky **, appeared and very rudely insisted that I delete the footage and was not allowed to film. Later, after advise, I found that I was allowed to film, as this is not a security area. Privacy Act.

I attempted to explain to Vicky ** that there is only one person assisting while 7 behind the desk, while Vicki proceeded to loudly and publicly discuss their staff's unfortunate position as having to work during the Christmas period. She also stated that Qantas were understaffed. I find this hard to believe as there were 7 people behind the desks. If it is the case that Qantas was understaffed, it reflects badly on Qantas that you failed to put on enough staff as you should be aware of the busy period of each Christmas period. It also reflects badly on Qantas, that a staff member of Qantas discusses the staff issues, and how hard the staff finds it to work during this period, with a complete stranger and in such an aggressive and public way. This should be an internal Company issue and not be discussed with the general public. Imagine if the media was to obtain such matter!

Vicki ** proceeded to bombard me with her explanations in an aggressive way and I believe in an attempt to make me feel bad in causing the staff to have extra work to do. She did not give me a chance to discuss this with her as she proceeded to talk over me. This made me believe that she doesn't care about customers service and assistance. Vicky ** was literally screaming at me.

The situation became so bad that I had to put my hand up and ask her to be quiet, leave me and move away. This caused Vicky ** to get even more aggressive and she took my mother’s plane ticket, believing it was mine. I informed Vicky that this was not my ticket and that I'm not traveling, but just dropping off. Vicky then threatened that she was going to report me. I assured her that this incident will also be reported from my side. Threats can be very dangerous and can lead to criminal and Legal action!

All of this happened while my elderly mother had to look on in shock. I was very worried about how my mother would fare on the flight after witnessing this and also because I could not then comfort her and put her at ease, before the flight. I believe there was NO duty of care on the side of Qantas staff. My mother is from South Africa and asked if this is how things are done in Australia. Your staff's actions show Qantas and Australia in a very bad light. I am sure this is not the image you want to portray to overseas guests.

I've asked the assistant, that rolled my mother away, to ensure that she goes to the toilet before boarding, as she is elderly and I am not with her to help out. This is just embarrassing that a stranger has to take my mother to toilet. This is absolutely NOT acceptable to me as I could have been there to help her, but was not allowed to stay with her until she boarded! I was worried and distressed as to whether my mother would be treated properly, after the treatment I have just received from Qantas customer care. I am still distressed over this!

After my mother was taken away to the boarding area, I asked to speak to Vicky ** again, as I felt very unhappy about what occurred. When Vicky ** appeared, I asked her calmly why she was so rude to me and if it was because I dared to complain. She then proceeded to bombard me with the same excuses about the terrible position the staff is in and that how did I dare to put my hand up when she spoke. Vicky proceeded to talk over me again. I then had to cut in and informed her that I had to put up my hand as she was not giving me a chance to speak, just as she was doing now. This seems to calm her down a bit, giving me time to explain that even when I'm on holidays, I still have to take work home and do not have the luxury of being able to "cut off" from work, while I'm on leave and that I'm not complaining about my situation at work at all, as I'm too happy to have a job.

I ask that you investigate this matter of your staff and look into this, especially the aforementioned Vicky **, who seems to have anger management issues and lack people management skills. I want an assurance from Qantas that this type of incident would not occur again as my husband and I are planning to travel to South Africa in September 2019 and want to consider my airline options. Please advise me of your investigation and its outcome.

Qantas changed ticket and re-scheduled flight however as a result was waiting for more than 11 hours at Singapore. With Initial schedule transit time in Singapore was only 3 hrs. This was gross negligence by Qantas staff. Failed to re-schedule flight with appropriate transit time as per originally booked. When we have requested some refreshment at Singapore airport this was declined by Qantas customer service officer at the Sydney airport. We have been travelling for Sydney to Colombo every year and Qantas has been the preferred Airline. This experience has dented confidence in Qantas airline and service, we will not be using Qantas as travel airline in the future.

Maybe just rub my face in it Qantas/cabin crew and bring me a tin of crushed sardines as a snack! I don’t think anyone gives a stuff about DVT on Qantas Dreamliner. Stuck in the same cramped cattle class position for 8-9 hours straight. Idiot looking passenger doing stretching exercises while waiting for toilet I see near spacious midsection of plane just to rub it in people’s (mine) faces. Idiot women next to me just as irritating just took their sleeping pills I saw and slept through nearly all of it. Total disgusting ripoff $ paid for this rtn “nightmare liner” flight.

The thing that really annoyed me was that there were empty seats on the aircraft. There were at least three rows of three seats where one person was lying down and numerous empty singles. I mentioned the poor person sitting next to the toilet to two stewards and in reply one said I was entitled to make a complaint. I said they should do something now not react to a complaint.

Unless you are a tiny person the seats are too narrow and too cramped for such a long flight. Having the seat in front pushed back almost the entire flight made it very difficult to get out of the seat. The temperature, air pressure, and air content fluctuated a lot and I became very restless and itchy. The food and service was good but then we were towards the front of the trolley service. I cannot comment on what was going on further back or how many trolleys there were. I did notice one steward being very familiar with one passenger who had an empty seat next to them. I won’t fly with Qantas again.

The customer service (cheap Filipino call centres) & chat section needs to be scrapped in favour of bringing service back to Australian shores. They'll say it's about saving costs. With the enormous profits the airline makes one would think they would invest in whatever encourages customer to fly with them. Providing substandard customer support, generally grumpy cabin crew, tired dirty aircrafts etc, etc is what they would prefer to provide. Gosh if only there was another airline that flew my routes. Qantas, shame on you! Yet another company that puts profit ahead of respect.

The PAL plane had no air vents and was very hot and uncomfortable inside. I requested water many times and they just served half a glass at a time. All drinks were warm. They did not refrigerate anything. It was a terrible flight. Qantas guarantees on their website that if your flight is canceled within 72 hours of departure they guarantee you seats on the next available Qantas flight. They breached their own guarantee so don't rely on their guarantees. We have complained for a week now with no reply even though their complaint section says you will get an email reply within 24 hours where you can attach documents. We had no emails or replies at all.

We missed our connecting flights and some Qantas staff were rude and made my wife cry after a wonderful holiday which was supposed to be special to us. We were not treated as Australian citizens but second class citizens. This experience ruined our holidays. We missed our connecting flight to Canberra and waited for 4 hours for the next flight when we had the urgent need to be home at the designated time. Their guarantees mean nothing. They can bump you to a substandard airline and not bat an eyelid. They just don't care anymore.

My advice is to find another airline with real guarantees such as Singapore Airlines for example. I am an Australian and have been proud to fly Qantas but to make my wife cry during a special occasion is unacceptable. We would have been happy to fly Qantas the next day but were told we had no choice and would forfeit what we had paid for. Good service... nah.

The Qantas Website was broken and showed "Error 3006" when a booking was attempted and said "Start Over". And then I booked again - I am a travel agency manager so I know exactly what I am doing. Then Qantas decided to charge for both. They agreed to a refund then said they can't do it since I took one of the flights (obviously I took a flight since I needed to fly!) but I certainly did not use both duplicate bookings, that would be impossible.

Also why are these classic flights of 12,000 points not available on the app? It was saying 88k+!!! Add: also -- OMG I have all this feedback and it's telling me the questions are left unanswered. Even the feedback form is broken xD. Add: holy crap it's still doing it. Do you not want to hear my feedback? Or add: This is not working still and if it decides to work, whoever reads these will be in for a treat. Add: I GAVE YOU THE REASONS WHY! THIS BROKEN FORM IS REASON ENOUGH". SUGGESTIONS: "For a starters, allow us to go back a page? It made me start from the beginning just to check a minor detail on the previous page. Also I couldn't tell if the 25% discount was applied or not. Make that clearer."

While I am disappointed with Qantas management and poor-quality control, I have nothing but praise for Qantas air staff who tried their very best to look after us and are amongst the best I have encountered anywhere. I have summarised the Qantas Experience below starting with the end of the journey and working back. As usual on this trip, the time shown in the Qantas lounge for boarding the plane from LAX to BNE was wrong, and when we arrived at the gate we found out boarding would be delayed for 40 minutes. After we boarded the plane we found that the entertainment system was dead, and the food offered to my daughter was cold and unappetizing.

When we earlier arrived at the LAX lounge it was overcrowded, the ladies’ toilets were dirty and the Wi-Fi unreliable. Even worse the only thing the staff could offer my daughter to eat was boiled rice. After I talked to the lounge manager, he kindly organized a burger for my daughter, but unfortunately, the meat paddy was burnt on the outside and bloody inside and tasted like burnt cardboard. At that point, I gave up on Qantas and took my daughter to dinner at PF Chang's located just outside the lounge, where we had a lovely meal in a relaxed, uncrowded and clean environment.

Our flight to the USA was domestic Brisbane to Sydney and international from Sydney. The Brisbane lounge was clean and relaxing, with suitable food available from my daughter. At the scheduled time displayed in the lounge, we headed to the boarding gate, only to find the plane had not yet arrived, and ended up waiting at the gate for an hour before boarding.

On the plane we found out that the request for a special meal for my daughter had been lost. Luckily the Purser was very experienced, and he got the pilot to radio ahead to make sure a suitable meal for my daughter was loaded onto the plane for the international flight. When we arrived at Sydney International our flight was shown as boarding, so we went straight to the gate, only to find a massive line and no one boarding. We were repeatedly told boarding was about to commence, but boarding didn’t start for over an hour. When we finally boarded we found that the plane was an older model with uncomfortable seats and a very limited entertainment library. Luckily, we were seated upstairs, suitable food had been arranged for my daughter, and the two hostesses were very attentive and looked after my daughter.

Booking the flights was difficult. I had Qantas points, and started looking for suitable flights bookable on points in January. After a couple of months of no suitable flights, I called Qantas to find out if suitable seats purchasable with points were likely to become available and was told that it was unlikely, so purchased seats for cash. I checked that all the seating was correct and that the correct meal had been requested for my daughter, and then moved on and started booking other items for our trip.

As is my habit, I rechecked the Qantas booking every 7 to 10 days, and everything was fine until 3 weeks before departure when attempting to access the Qantas site resulted in an error message. No one at Qantas could tell me what was wrong, but I found out from the news groups that the issue was new software loaded by Qantas IT. No warning or instructions were issued by Qantas IT, despite significant changes, one of which resulted in the special meal requests for my daughter being deleted. I tried to provide feedback on the issues above to Qantas, but the responses I got back indicated no-one cared and Qantas had no desire to improve their service.

As a comparison, there was ONE issue with my accommodation in Las Vegas. When I reported the issue, the hotel explained the cause of the error, and offered me a complimentary late check-out, a $150 credit voucher and waived $200 in service fees. Even though they failed to deliver what I paid for, they listened, explained what went wrong and compensated me for their failure. They were fair and I will book with them again.

The chicken was dry, served up in a plastic container, no sides on the tray, bread roll, butter, nothing. Same with the dessert. In 17 hours I was given 2 cups of tea & two meals. I must have fallen asleep for a few minutes when the bacon baguette was served. I was so hungry & dry. I didn't like to request anything as one hard stare while asking for a cup of tea was enough. A male flight attendant dropped several meals on the floor, sliding off the trolley. He couldn't reach them so another passenger & I scooped them up for him. I'm sure my seat companion got one of those meals. He'd already dropped a bag of bread rolls & another attendant had to get some more. I think the staff was really inefficient.

I can't remember seeing anyone giving us the flight safety instructions on the way there & the captain hardly spoke. Even on the way back, to tell us not to worry when the plane dropped several feet. However, we did get safety instructions on the way back. I tried to change my booking coming back to Aus, as I wanted to avoid the Dreamliner. I got exactly the same, the Dreamliner a week later, to pay 220 pounds for the privilege. I kept my booking, as being a pensioner, that's money I didn't have. Coming back, slightly better service, exactly the same menu but this time they ran out of the chicken. I don't eat red meat or pasta. The attendant said they didn't have any more to offer me, but a stale roll with vegetables on it. Again, only 2 cups of tea in the 15 hour flight.

I'd advise Qantas to provide more chicken meals per flight, as it seemed to be the most popular. The ice cream we were given, was well received as I was so hungry again. I have traveled many airlines, to be given tasty meals & cups of tea or coffee every time the trolley came 'round. Presentation of the meals with several sides was 100% better than presentation of Qantas meals. I'm surprised Emirates is linked to Qantas, as I always say their meals are the best I've experienced. I traveled on Qantas many years ago & always said I wouldn't again, but I thought Qantas would have lifted their game with the new Dreamliner. Needless to say, I wouldn't recommend it to anyone. I hope I get an acknowledgment of this review this time...

My husband and I were on the end each time of the food chain and therefore missed out on a choice each time. I must admit the head host was not happy seeing as he said we would be served first next time which didn’t happen. I must say we were given a bottle of bubbly and they did apologise. The staff never look happy and most of the women look like retirement age and were just going through the motions. In saying all this we paid for specific seats and we didn’t get them which was a waste of $140 for 4 of us. I won’t fly Qantas again in a hurry that’s for sure and I flown international regularly and this is my first complaint.

"Thanks for passing that on. I am just looking at who this is addressed too. “Qantas CUSTOMER CARE”. I’m not sure how much you care. Let me tell you the story, I’m not sure if Hooroo is run by Qantas, nobody will answer that question. So I’m not sure how committed you really are. We recently decided to take a once in a lifetime family holiday to the US of A.Our kids aren’t getting any younger and we wanted to share this experience with them. We were talked into going with Qantas, so we bit the bullet and booked with our agent. We’ve never flown with Qantas, but we have flown with Jetstar a few times and that has never ended very good. I must say, you lived up to your reputation. Everything went according to plan. On time, great service, good food and entertainment.

As you can imagine, before we left we wanted to pay and organize as much accommodation and adventures as we could. My wife was prompted by your company through your FFP to have a look at Airbnb. So she ended up booking and paying for accommodation in LA. Thankfully only this once. We left the beautiful Hawaiian islands and headed to Los Angeles. As you can imagine, it was an eye opener for our children. By the time we got to our accommodation we were ready to get our key and settle in and organize our adventures for the next few days. We tried ringing the owners with the phone numbers YOU provided us with, to no avail.

After being stuck on the street with nowhere to go, we managed to get into the building and talk to the manager and she said she had no idea what we were talking about. She did not want to help us what so ever. We tried both the numbers YOU provided and when my wife eventually got onto someone, they said they didn’t even have dealings with Qantas. They did not have our confirmation number registered and did not know why we were ringing them. Fortunately, they were very accommodating and gave us phone numbers to try and sort this out.

Now, where we were, we didn’t have very good coverage on our phones as we were depended on wifi. My wife Sharlene and I were doing our best to try and sort it out. We tried multiple numbers given to us by the very obliging americans. But unfortunately we got nowhere. After my wife broke down in tears, which broke my heart and made me very angry. I really wanted to have this fixed now. She felt like she had let the whole family down, we decided to walk the streets ( at sunset ) with our children and try to find some accommodation to stay for the night. Thankfully we had help from the locals and found somewhere to stay

At this stage we were pretty damn angry. We were going through emails, confirmation notices, I was emailing Qantas, trying number after number when finally at around 11pm LA time I got onto a young lady in Australia that got the ball rolling. It was to late for her to ring anyone in the States so she said the team in the morning would look after it and call us first thing. Luckily we didn’t waste our day waiting for that call. We ended up ringing and explained the situation and he said no one could get in contact with the owner.

So we were wondering how on earth we were meant to do it. Nothing was said about a refund so we asked the question and he said he would find out and ring us back. Thankfully someone contacted the owner and a refund was agreed on. (no brainer really, we shouldn’t of had to ask). We also asked about the phone calls we had to make to try and resolve this, and that is where we still stand today. We are debating over $129 bill. Very silly from a multi million dollar company. We are more upset that no one has taken responsibility for this. We just get the generic reply from Hooroo and yourselves. I drum into my children that if they stuff up or break something they need to own up to it, it's a lot easier in the end. Now they ask me why should we do that if a big company like Qantas don’t have too. I shouldn’t have to be answering questions like that.

Please don’t send your generic response to me. I’m not interested in that. Don’t send this to Hooroo either, they don’t care. Give me some answers."

THIS IS THE REPLY: "Thank you for reaching us and please accept our apologies with the delay of our response regarding your concern. We appreciate you providing what you have recently experienced with the accommodation that you have made. We have already tried to get in touch with Hooroo to be able to provide some answers regarding this. Hooroo is under Qantas and I hope you understand that the have their own department and support. We here in Customer Care are able to help you regarding your post bookings experience (flight, on board) so we hope you understand that we are unable to provide further answers as we are unable to access it here on our end. The best we can do is to get in touch with Hooroo to further help you.

We have also requested for them to contact you directly regarding this matter. Alternatively, you can reach them through chat, email or phone at 1300-738-206. They are open 7am to 10om AEST, 7 days a week. To know more, you can kindly click here. On behalf of Qantas, please accept our apologies and we hope this response is of assistance to you."

I emailed and rang Qantas to advise of the error that evening and was advised that one of the bookings had already been reversed. I checked my FF Account and bank statement two weeks later and the booking had been reversed but the credit of points and money had not been processed so I rang Qantas and was advised it would be sorted.

I checked again a week ago and noted it still had not been sorted so I rang Qantas again. Again I was told it was being processed. I've since written to Qantas but received no response. It is now over a month since Qantas' website crashed and this error occurred and despite having contacted Qantas 4 times, Qantas has still not refunded my points or money. I have no idea how I get Qantas to refund me for their error. Talking to them certainly does me no good!

My father recently flew Qantas after I suggested it. An email was sent to him the day before departure to say his flight had been moved forward by one hour. He is an older guy who does not check email on a daily basis. They then sent him on a 35 hour journey to Johannesburg. He started at Melbourne, Sydney, Adelaide, Perth then onto Johannesburg. Totally unacceptable sending an older guy on such a journey. The Melbourne ground crew were rude to him. He lost his extra legroom seats we bought him. A total debacle. No apology. Alan Joyce is all about profit 900m this past year. Sayonara Qantas!

Qantas Airline charged us 500 Australian dollars for the "NO SHOW" at the airport. Why? The Qantas attendant did not even let us enter the Qantas lane. And then, from the very beginning of changing the dates, fees and more fees were added to get the proper tickets to enter my country of origin. As I was traveling with my 92 years old husband on a wheelchair, don't you think this is absurd? Where is the humanity in this? And the true fact is, we needed to borrow the money to buy new sets of return tickets so we could fly back which also in fact, not necessary, because as we entered the Philippines, the Immigration official stamped our passports on a whole year stay, and what then for the return tickets we have, can those be refunded? If so, please have it refunded so we don't have to shoulder much paying off the borrowed money to get those tickets.

I know that your employees are just doing their jobs, but please let them know also the sorts of waiver that your airline should follow. Can it be more lenient especially to those people with disabilities like of my husband. We could have more enjoyable flight with Qantas if this matter was given attention through and through instead of leaving us on distress. We were frequent flyers of Qantas Airline for more than 20 years now, and this last flight was a horror. Thank you and regards.

What happened to respect, equality and basic human decency! I am extremely disappointed, honestly I would like to know what Qantas leadership and Management think about this behaviour and how they allow their employees to behave in this manner and taint the Qantas brand name and jeopardize their partnership with Emirates. I made a formal complaint to Qantas, they said they will investigate however they did. It perform their due diligence. I requested an apology several times however never got one. Qantas did not take the unlawful discrimination matter seriously at all and there is no resolution.

I am now taking a legal approach to this matter and my lawyer advised I have a very strong case as I have evidence of the Discriminatory comments being made by the crew member. I am seeking justice to ensure this unlawful discrimination behaviour will not happen ever again on a Qantas flight and creating terror and fear for customers against a race on flights will be diminished. I am also in the process of collating other passengers experiences of unlawful discrimination to highlight the pattern of behaviour and strengthen the lawsuit case. Shedding light in the media is also crucial to eliminate this discriminatory behaviour. Please reach out if interested. Thanks.

I complained to Qantas using their complaint feedback form on 4/7. I received an acknowledgment saying I would receive a response within a maximum 15 days. 30 days later I have had no response. My return flight is soon and I am receiving the same intransigent treatment. The complaint link provided this time does not work. Surely if Qantas subcontract my seat and seat preference, they can also advise their partner of dietary requirements. I am very disappointed in Qantas' customer care.

Then we were left waiting for some time unsure of what was going on. The Qantas supervisor had turned up and wanted to know why we required priority boarding. She apparently proceeded to tell me that we could not board the flight because our operation needed to be at least 10 days prior before being permitted to fly on a Qantas aircraft. We had just arrived from India to Bangkok where we had the surgery which was a 6 hour flight. I could not believe we’re not going to board the flight. The supervisor had spoken with doctors from Sydney and they confirmed that we could not proceed to board. I am not sure on what information though. I had called my surgeon who spoke with the supervisor but she was not going to allow any changes to the phone conversation she had with Qantas Sydney Doctors.

I asked if I could speak with the Sydney doctors so I could relay my condition with them. This was not permitted and so I requested that they have a doctor give me a checkup. The Qantas supervisor nor the manager had no medical knowledge. As for myself I am married to a doctor and my companion is a practice manager for Surgeons in Rotorua. We probably have more medical knowledge than the Qantas manager and supervisor put together. The supervisor tore our boarding passes very cynically. I asked what we’re to do if we did not board the flight and were we going to get replaced tickets and were we going to get help with accommodation.

I was so distressed and upset from these unexpected turn of events. My husband who had been trying to contact me found that on the Qantas website it stated if I traveler had laparoscopic surgery flight could commence four days after surgery. It was too late. My son managed to board the flight but my friend and I were left with wondering how we were going to get home. When we were more composed and not so upset we went to Bangkok help desk to ask what we could do. They suggested we go to Thai Airways booking office which was right on the same floor we were on and we booked a flight with Thai Airways for the following evening a direct flight from Bangkok to Auckland which cost us $899.00 each. We went back to the help desk who directed us to floor 2 to book accommodation close to the airport costing us $78 for the night. I will never fly with Qantas again even though I was a frequent flyer. Cold and heartless.

Unfortunately this time, I managed to break a bone in my foot just the day before our flight. The foot could only be bandaged until I reach back home as otherwise I would have been unable to fly. The medical center did the x-rays and the doctor prepared a medical report for me to take to an orthopedic surgeon in London and a copy for the airline. I was very worried how we will manage to fly, as I could not walk at all. I was just hopping on one leg for a very short distance with some crutches we managed to buy, and then into whatever wheelchair or car. So of course we at least try to come very early to the check-in to see if they could help me a little bit for the flight. The desk attendant in Christchurch managed to change our seats to one which has a spare one in the middle for the (relatively short) flight from Christchurch to Melbourne.

This was very useful as I could raise my leg over the empty seat and over my husband's lap, which helped a lot with the pain and the swelling. The doctor stated clearly in writing that there is an additional risk of DVT particularly as my leg had to be tightly bandaged to stop getting worse. It was a real struggle to go to the toilet with the crutches and even using the toilet. Nevertheless, the check-in assistant in Christchurch claimed that she could not arrange anything for the two other flights (Melbourne to Dubai, the longest one, and Dubai to London, fairly long also) and that we had to speak to staff at each location. I doubt that very much and just think she could not be bothered.

Anyhow, at Melbourne, staff just parked me and no one talked to us. Our tickets were given to a check-in staff who simply changed our exit seats to normal seats, with absolutely no consideration taken with my broken leg and my pain and difficulties (we had booked these seats months ago at an extra charge, but they cannot be used in case of mobility difficulties). I then spent the next 13 or 14 hours in absolute agony squeezed in my seat with my sorry leg, occasionally struggling like crazy to use the toilet. There was no sympathy and no help from staff. On the contrary, at one point I was so desperate on leaving the toilet that I briefly sat on the seat that the hostesses use during take-off and landing and was swiftly told off. I know I can't do this but I was so desperate and no help was offered with anything.

For the third and final flight, we were told again to speak to the staff at check-in, and again this was totally useless and we were simply told that there were absolutely no spare seats on the flight and they could absolutely do nothing. I was in tears by then, because it looked like I had to endure another 7 or 8 hours flight with no consideration and in agony, particularly as it become quickly clear to me that there were the odd empty seat here and there that could have easily given me a lot of help and relief if only the will of the airline and the staff was there. Indeed, frustratingly, directly behind me there was a seat with no seat in front which would have helped my leg massively. The person sitting there said that they paid 180 dollars extra for that seat. So basically no one was asked to move and no one was prepared to move.

After I finally lost my temper and started shouting at the poor cabin attendants in desperation, and a few hours into this last flight, a more senior looking staff member finally suggested moving us upstairs to the business or first class, and I said I was not sure I could make the stairs. Then finally the person sitting in the seat behind with the space in front offered to go to the business or first class upstairs and give up that seat for me. FINALLY, relief at least, after being for about 20 hours in total pain and discomfort. Why could they not have done this from the start of the flight, and for all the flights? The person I dealt with was then full of apology but for me it was way too late. I would not be surprised that this whole episode made my break even worse, because on getting home and finally seeing an orthopedic surgeon, I needed an operation to put the bone right so that it heals properly. This was my worst experience of flying with any airline ever.

Increases the mess around the cabin. Increases requirement of guest participation in service procedure. Aisle customers constantly having to pass items to neighbours. Increases expectation by cabin attendants that seated customers will assist them in food delivery and waste collection. Waste collection is performed with all the management and style of janitors cleaning a football stadium after the fans have left. Retail packaging is tossed into bags at floor level (Sometimes from a distance.). Dumbs down the service. Flying Emirates two days prior, service still provided by tray cleaner, more efficient, more stylish, less disruption to seated guests, little or no required participation by seated passengers for service delivery and waste removal.

Service. Cabin attendant walking backward up from the back of the plane yelling out, DRINK as each seat row was reached. Surely, more effective if attendant walks forward from the top of the plane so passengers can see she is coming down with a drink to offer and no need to shout out. Two hours into the flight before any food was served. Only water and a single drink option was offered earlier. No initial bar round offered with drink, crackers, nuts. No forced delay was noted. Seatbelt sign off at around 25,000 feet.

Request for extra cheese and crackers ignored. (Provided during main meal.) As stated above, retail food items simply passed to me with expectation that I will complete the service provision to my neighbouring passenger. No smile, recognition or thank you. (Like it was my duty.) Expectation passengers are responsible for waste collection and deposit into the large bag purposely positioned at below seat level for this reason. No smile, recognition or thank you. (Like it was my duty.)

Request for a beer during the service of noodles was met with the Fawlty Towers, "A BEER!" spoken with loud voice that could be heard several rows away. No polite exchange, no offer of selection of beers, just the deposit of the beer onto my table tray. (Neighbouring passenger noted and commented to me on the rudeness of the exchange.)

Food. Selected Biryani. (Poor selection on my part. Over optimistic due to the excellent green chicken curry from Emirates two days earlier.) Lacking sauce. Lacking vegetables. Leathery naan bread served inside the dish. (Should be served separately.) Basically, a plate of rice. Most importantly, the dish was not spicy. Or no option was provided to make the dish spicy through the addition of a spicy sauce. This is a very important service omission for Asian customers. Noodles served in a cardboard box were soggy and inedible.

The plane was full, so obviously business is good. The above comments may or may not have any effect on your business success. But although economy class passengers have long let go of the glamourized impression of air flight, other airlines (most notably Asian and Middle Eastern) are at least working hard at aspects of the guest experience with professional service, attendants with at least competent communication skills and basic manners (more often high class service professionals), sensible menu selection (recognizing the limitations of air flight catering) and good food.

I find the fact that I can't even call to make a complaint bloody ridiculous, their "staff" didn't take any responsibility and passed me onto this stupid form to fill out which fyi was also down. No effort was made to improve my experience and it also sounds their "team" isn't even based in Australia anymore. Which is disgusting considering their our national airline. /:(

After flying with their services every year for the past ten years, if this is the way they treat their customers then won't be flying with them anymore. /:( And based on my previous conversations I doubt they care anyway. Considering my girlfriend could have missed her flight and be stuck in china and they didn't seem to care about the gravity of this situation is quite concerning. DON'T FLY WITH QANTAS. I WON'T FLY WITH THEM OR THEIR AFFILIATES (JETSTAR) EVER AGAIN.

I was under the belief that I would receive an email answering the questions in no more than 2-3 days. But after 2 weeks and still no reply solely automated responses from their website saying nothing, I have then tried to call "Qantas Customer Help". All I experienced was a 1 hour waste of time on a phone call listening to music and recorded messages saying how good customer service and flights with Qantas experience are. In fact, nothing could be more further from the truth!

I hung up the call after 1 hour as life is far too short for such wasted time dealing with such incompetent customer service. All I advise other passengers after experiencing this terrible service is if you are unfortunate to be flying with Qantas take out some serious travel insurance and life insurance because if there in-flight safety and service is anything similar to what their customer service shown to a frequent flyer. Look out! I WILL MOST DEFINITELY BE CHOOSING A DIFFERENT AIRLINE NEXT TIME I CHOOSE TO TRAVEL. NEVER FLY QANTAS!!!

Last week, I called to see if I could move my flight forward one day and was told "you contact Expedia to do so". After getting a run around from Expedia for a week, they finally told me that Qantas advised them that because the original flight was booked through Expedia, the change made on the Qantas website was invalid and that I had no ticket for the April flight I had been confirming for months. They gave me two options; pay and additional $1000.00 to update my flight to April, or cancel the ticket (which they said I did not have) and get a refund, minus a $500.00 cancellation fee.

After fighting with Expedia, they agreed to pay the cancellation fee and I was able to book a new flight with Air New Zealand, but because I was not booking as far in advance now, the flight cost $700.00 more than what the initial cost was. Not one single person, in 4 phone calls to the airline and 6 to Expedia in the past 4 months let me know there was a problem with the ticket until now. I will never ever give either of these companies a single cent again.

The duty free in flight gifts on offer are too up market, not everyone can pay 300-400 AUS dollars for a watch or jewelry. Thought needs to be taken to include young people, perhaps junior captain badges, stewardess wings, or model A380 with a stand. The small glass used for wine etc should be engraved with the Qantas logo and sold as a pair in the gifts catalogue. We would have bought that! We would have appreciated the chance of souvenirs with the Qantas as logo on, such as a small dish, or condiment set etc. Traditional should not be overlooked!

With a little exploration and patience, the right department for concerns can be found. Overall, our worst points have to be with the airports and not Qantas. Heathrow is the worst of all, making us walk for miles when we got back after a grueling 23 hour flight, with nowhere to sit in the corridors. The older generation need to be remembered please.

When breakfast arrived that left a lot to be desired. There was no tea or coffee served with the breakfast... unbelievable for an airline like Qantas. No wonder you're making mammoth profits cutting down on service like that. I will warn everyone I know not to travel on your airline. Shame as it used to be up there with the best. You should take a long hard look at Emirates for the perfect example of how an airline should treat its passengers.

When we left South Africa, SA authority looked at our documentation (Unabridged certificate + consent of the parent not travelling), there were no problems. They asked if we have return tickets and we could show them - all paid in full. Although South African authority let as through 17 prior coming back, Qantas decided, "No, that is not the case". What would have happened if I had not R12,150 to pay for the additional "changed" air tickets? Would Qantas paid for their stay and immigration fees that they could stay longer? It was sort sighted of Qantas and I'm furious that I need to pay for "continuous improve your experience".

The day my wife have been stopped at the counter they first advised I, her husband sitting in South Africa, can forward what they think the right documents are, to a fax machine. I had it all done within 10 min and for 20 min tried to send the forms to that fax machine and it was the whole time "busy". So they could board the airplane on Qantas "requirements", but because the fax machine was busy, could not get the documents to them. Then they advised after 15 min of struggle to get a fax through, I can use an e-mail address. I've tried the e-mail address, and still it indicated it could not send the documents.

The next day when we made the new bookings, they brought a whole stack of documents that went through after my wife left after they closed the gates the previous day, indicating Qantas system was backlogged and could not immediately received faxes and e-mails. I'm furious that Qantas think that I can afford spend on additional tickets! According the right procedure would have been to allow them through that if there was problems that they would have been blocked in South Africa. Yes I agree for people visiting South Africa while they staying in New Zealand (or Australia for that matter), it is correct to be sure they have the correct documentation. But not for returning South Africa Residents that have already been through SA customs and been allowed through.

This has been logged with Qantas on the 24th December 2015, as well as again on the 11 Jan 2016. I've only received an automated e-mail indicated it will be forward to customer care and will come back to me soon. They did not. I then logged a customer complain on QANTAS Facebook. Once again they indicated they will come back to me. They didn't and that was 3 months ago. Please advise what I should do regarding this event.

After I emailed them, they refunded me $90. Great! And then charged me ANOTHER $280 without even a confirmation or explanation for what. Seriously? By the way, customer service is INCREDIBLY rude. I got yelled at and interrupted multiple times even though I was talking very calmly and politely, even though I was obviously very frustrated. TLDR: Due to their inability to do their jobs, I was charged 160+210-90+280 = $560 for a ticket that should have cost $160. Do not use this company if you value your money.

Only problem was this was not with Qantas. It might have been 20 years ago – but is no longer. More and more people I speak to express surprise that it has taken me so long to change airlines. I have been loyal to Qantas for over 40 years. But they no longer provide a sufficient level of service, no longer respond to complaints, even letters written directly to Qantas Customer Relations and no longer provide a reliable service as our 9.5 hour layover in Dubai recently demonstrated. So, bye Qantas. It has been a long and sometimes lovely relationship but time has come for us to go our separate ways. It's not you. It's me. No hang on – that’s not right, IT'S YOU!!! It's over.

I say it's an illusion because I imagine that a new expense has arisen in Qantas' Marketing, where they are having to replace the large numbers of customers that the Qantas Loyalty department have discarded like trash, every week. Of course, Qantas management wouldn't have a clue because there is no way of contacting them. Even though I use competing airlines for most of my travel, I am still forced to suffer at the inadequate hands of Qantas Frequent Flyer staff. I have spent over seventy thousand dollars this year on flights with Qantas Partner airlines, Malaysian and Emirates. The claims I submitted for Frequent Flyer points were rejected for most of these flights. I called the Qantas Frequent Flyer help desk and a day later, spoke to a person.

The lady I spoke to was rude and suggested I was lying about the flights. I had kept all the boarding passes and tickets and had a copy of the American Express statements showing the ticket payments had been made. I sent the proof to Qantas nine months ago and heard nothing from them. A Google search shows that this is a common complaint about Qantas. Currently, Qantas are flying high on the back of cheap oil prices, but the cost of fuel will eventually rise, and then maybe someone at Qantas will start to wonder where all their frequent flyer customers have gone. Qantas should get rid of their Frequent Flyer department and employ people who focus on creating loyalty, and retaining it.

This was what happened: With just under 24 hours on 4 Jan 2016 10.32am, we received an email of the downgrade with no explanation nor compensation details. The email indicated to call the QANTAS general number for enquiries. We called and was informed the queue would be 1 hour 35 mins. We waited for 15 mins without being directed nor able to speak to any operator. We arrived Sydney Airport 2 hours and 40 mins prior departure time, checked in at the kiosk and waited 10 mins at the Qantas Assistance counter and was only then told the plane was changed and there were no Premium Economy seats, thus all Premium Economy seats have been downgraded to Economy. The customer service staff stated each person will be compensated AUD 200 plus a refund of fares difference between Premium Economy and Economy.

We have subsequently called QANTAS customer service in HK on 6 Jan 2016 to further confirm when the fare difference refund and compensation will be given. However was informed the only refund given is AUD 200 per person. As instructed, we submitted posted a complaint on QANTAS' website 'Customer Care' complaint on the 7-Jan-2016 requesting a fare difference refund. There has been no reply (except for the auto reply emails) nor we have been contacted by Qantas customer service.

We waited until 26 Jan 2016 before submitting a follow-up complaint, again no reply or call has been received. We condemn Qantas to be ashamed for being the biggest airline in Australia, where a simple complaint does not even get attended to. Or is this the usual practice where Qantas just ignore customer complaints totally? It is unimaginable where such customer service will lead Qantas in the future?

To explain: I have booked a flight from Hobart to the UK, which goes via Sydney. I asked whether I could cancel the Hobart to Sydney portion of the flight and board the flight in Sydney instead. Qantas said that I could do this. Because they said it was possible I proceeded to book flights from Hobart to Brisbane and then to Sydney. Several hours after this, Qantas emailed to tell me that it wasn't possible to cancel that part of the flight. They have now explained that if I didnt board in Hobart, I would be considered a no-show and that this was standard policy. If this is standard policy, why didn't the person I spoke to initially tell me?

I have now been charged £236 to board the flight in Sydney and I believe that out of decency and fairness Qantas should refund me this amount. It is thoroughly frustrating to be penalised for something that is not my fault and I would like Qantas to acknowledge this. However, after several phone calls and emails, they are refusing to do so and when asked if they could upgrade me as a gesture of goodwill, they've said they're unable to. Instead, they've wished me an enjoyable trip to Australia! Clearly this is a company that feels no need whatsoever to offer any customer service and I have become one of many who have filed complaints against this airline.

I called back and was on hold another 25 minutes before the agent told me they couldn't change my flight because the reservation system wouldn't let him. He said I would need to purchase a ticket to Mexico and follow up with Customer Care for a refund. There were no Qantas flights to Mexico City so I had to purchase a $262 ticket on AeroMexico instead.

I emailed Qantas Customer Care on September 21 and received an automated response informing me that they "aim to respond within 15 business days". After 17 business days of with response I emailed again. 2 more business days and no response. When I tweeted to @Qantas I was asked to private message them with details. I did. They said they would forward to Customer Care and get back to me soon. 2 more days with no response. When I tweeted again I received the same message and a promise that they would follow up soon. 2 more days...same thing...no response.

After 2 more business days Customer Care finally responded. That is 5 weeks (25 business days). They did not apologize for or acknowledge the delay in response. They informed me that even though they canceled the flight that caused me to miss my flight from DC to Mexico and purchase another flight with my own money, they would not reimburse me since my DC-Mexico flight was on a different airline (American which is owned by One World Alliance just like Qantas). They also informed me that I should have bought flight insurance to cover such a problem. Really? I should spend extra money to buy insurance from Qantas to cover me when Qantas makes a mistake? Thanks for that tip. I am shocked by how long it took to even get a response and then amazed that Qantas will not take responsibility for the mistake and the money it cost me as a result.

Half hour drive each way for airport. Staff who do finally help out, but with no apology nor acknowledgement nor attempt to work out what is wrong with their system... When they then told me I couldn't register for a vegan meal I made the point that they had caused us significant inconvenience on last day of our holiday and needed to seriously do better. Not paying their exorbitant fares in future given even the basic cut-price airlines provide better service. So disappointed!

I placed one of the checked baggage (with the bag tag Zurich-Dubai-Melbourne + Q-tag) on the Bag Drop counter but the machine could not recognize that bag tag. I asked a female Qantas staff about the error and she explained to me as follow: Those bag tags were to Melbourne only and needed to be removed since I were travelling domestic then. The 2 baggage with Q-tags could be sent through the Bag Drop counter without paper tags. The third one did not have a Q-tag must have a paper bag-tag and she asked me to get a paper bag tag at the kiosk check-in. She also removed all of the old paper bag tags (Zurich Dubai Melbourne) attached on the 3 baggage.

I followed her instruction trying to get a paper bag tag at one kiosk but I got an error message that could not identify me. I asked another female Qantas staff around there and she guided me to do it at a counter with their staff. A MALE Qantas counter staff served me and in a very rude way, he told me that I checked in already, had two checked bags already, then I needed to pay for the third checked-in bag. I did tell him that I was on an international flight where I had three checked bags but placed only two of those in the Bag Drop counter since I had only two Q-tags. He insisted that I had to pay for the third bag since the bag tag was removed from my third bag although I showed him the three small bag tags stuck on my boarding pass.

Then when I told him that the international bag tag was removed following a Qantas staff instruction, he told me that he did not have time to talk with me, he had lots of customers waiting there and he asked me to find that Qantas staff to ask her to check in for me. I told him that I did not remember who instructed me since I did not check her name as usual and it is a courtesy to follow the airline staff instruction. Then he did tell me in an offensive way that pay for the third checked bag or he would not check it in. And again he asked me to leave his counter so that he could serve other customers. I don’t need to say how I felt at that time since it is UNACCEPTABLE way to treat a customer and it was unbelievable to experience it from a so-called big airline like Qantas.

I left his counter very disappointingly, and worried about what and how I had to do next for the last part of my flight back to Hobart. I later found one of the two earlier Qantas staff around the Bag Drop/Check-in Kiosk and she took me to another counter (with Suzanne) and explained to the female staff there about my situation. She told me that I was asked to pay for the third check bag because I had over weighted luggage in total, not because of the third bag. I replied her that I had 42 kg checked bag allowance since I was a silver member. No one said anything more at that time and I finally got to the plane back home.

No apology from any Qantas staff at all after all of the offensive treatment I had to stand. I should mention here that my checked bags weight was under my allowance; my domestic trip was a part of my international flight (on the same booking/ticket) and I followed all of the Qantas staff instruction. And then they treated me in a way they just tried to push all of mistakes/errors to me. Refusing to serve a customer in the offensive way the MALE staff did to me was UNACCEPTABLE and UNBELIEVABLE. I do need an explanation from Qantas in this case:

1) Do you accept your staff to treat your customers in the way I had? If not, how do you deal with it when it happened? It must be a way such that it does not happen in the future because I am no longer able to stand with it.

2) Do your customers need to record every Qantas staff name to whom the customers talk or seek for advices/help with? Such that later the customers must show that/those Qantas staff name(s) to other Qantas staff as a proof of evidence of their reliability? Or such that the customers must find that/those Qantas staff again if the customers would be refused to check in by other Qantas staff?

3) Finally, what is the correct process for a domestic flight connected with an international flight with Qantas? I must say that I have travelled international flights connected with a domestic flight many time for years and this was the first time I was confused due to different versions of the Qantas staff instructions. While I thought that your instruction here in the webpage: ** was clear enough, it seemed like not all Qantas staff knew this rule and that resulted in offending their customers like me (In any case, I must still say that it was UNACCEPTABLE and very UNPROFESSIONAL).

I do think that the airline must have your staff trained well to know the rules and to know how to treat their customers professionally. Also there should be a clearer instruction on your website that whether removing checked bag tags for international flights (connected with a domestic flight) in my case would result in being refusing to get the International checked baggage allowance for the domestic flight? Please keep in mind that the checked bag tags were to Melbourne, not Hobart in my case.

Regarding the identity of the MALE staff who I, unfortunately, was served: I did not check his name but absolutely not hard for Qantas Airway to identify him. The case happened between 6 am - 6:40 am. It was a MALE staff while most of staff working at counters at that time were female. The guy served at the counter SERVICE 2. On his right hand side, there was a counter showing "this counter was closed". I did not see that male staff at that counter after I completed my checking process but I saw another female staff named Siobhan or Siohban who replaced him at that counter. Again I do need explanation from Qantas for my case and I expect to see the improvement in the way the airline trains/hires your staff that would reflect by how the staff treats the customers. Otherwise, what is the point of flying with Qantas, to be offended?

I located the same room type dates etc and called Qantas 4 times and checked with their staff, two of them didn't even know they did a price promise (how absurd staff don't even know their own products), then two I did speak to on separate occasions checked the websites and told me I was eligible and so I booked the hotel in a 5 star hotel and then submitted a claim through Qantas. Well the rude incompetent argumentative reply I got was nothing short of disgraceful.

I was denied the price promise saying the wording is not exactly the same. I then took the time to say every website has slightly different wording or this price promise would be nothing more than a false advertising. I also took screen shots of 3 different sites offering the same room, same bedding, same room name and inclusions and sent the photos back and I also contacted the 5 star hotel who told me yes that the rooms on each site were identical with the same inclusions.

Naturally I included this in my reply and again I was denied the claim. I asked for it to be sent through to a supervisor as it was clear that the staff member handling my complaint was wrong and that I wanted it reviewed. I was then sent aback another insulting email saying I was wrong and that they have included a screen shot to show me I was wrong. Well you wouldn't believe it, the screenshot they included wasn't for the same room or anything like the room I had booked and it wasn't the same room type, name or anything similar. They picked the most expensive room and said yours is different.

The female staff member argued and carried on with disgraceful belligerence and failed to pass it onto her supervisor and just wanted to argue even though it was clear she was looking at a totally different room type and which was nothing to do with my booking. All this drama and no customer courtesy or flexibility at all, so I cancelled the room with Qantas and booked it with a competitors website and saved 34% for the room cost which I paid for on Qantas. Then they told me it would take 10 days to refund my money.

Seriously Qantas staff are poorly trained and very rude and incompetent and have no customer service skills, and their hotel site is grossly overpriced and their price promise policy they don't honor and for all the hassle you pay 20 to 35% more than the competitors sites. Avoid using their hotel site for bookings as it's nothing more than an overinflated pricing rip off and the staff are rude and just want to argue with you. No wonder Qantas is running at such huge losses. Qantas your staff have a lot to learn with customer service and its appalling the away I was treated and I will never use their site for hotel bookings again, as I get much cheaper prices with much friendlier support from competitors sites.

Queue again and after boarding before leaving the counter we have been told flight was late an hour. I was traveling with two young children and we were expecting to have refreshments in plane but then flight was delayed further but there was no information to passenger awaiting in the lounge that how long was the delay for and what is the reason for delay. Sadly no refreshments were offered during that two hours and then we were told to proceed to the aircraft. We were embark in the plane and have been told the flight is slightly delay as there are few planes ahead to take off due to the delay of weather. Then after isolation in plane for further half an hour an announcement was made that as there are 38 planes ahead to take off so it might take couple of hours for our turn.

I and my husband both are claustrophobic and I suffer from neck arthritis and under the medical treatment my husband has been treated for back and 7:30 minutes were already a lot of journey time and then another 3 to 4 hours extra in plane would have deteriorated my pain. So I requested the flight manager to disembark us which he agreed and took my luggage tags to offload but after a while he came back and said "during the process of disembark we will miss our turn so we can offer you and little daughter an upgrade." I refuse leaving my husband and other young daughter behind but my husband forced me to go as he knew if I would stay for a while I would have collapsed as it was so warm - no air condition, oxygen level was so low, hardly could breathe and to be honest I did not want to create a scene in front of other passengers.

I went up for a while but was feeling guilty leaving behind my husband who suffers from the same problem and also leaving my other young daughter behind so as soon as plane took off I came back. There was no refreshments or snacks offered to passengers during all that time of 3 to 4 hours. My young children were so hungry but there was nothing available to offer. No air condition - it was so warm and we have been forced to stay in plane for 3 to 4 hours when we asked to disembark and the reason I did not argue much is I did not want to create a scene in front of other passengers. There was no entertainment like in an Emirates - they have lots of options for Asian list of Bollywood movies so it has been a disaster. Service was crap. You ring the bell and forget no one turns up.

I requested milk for my little daughter, literally they have served half a cup not more than three ounces - such a shame. And worst of all when we traveled to Dubai we have received my daughter's stroller in plastic packing at Dubai airport where I found my stroller damaged on the floor under a heavy wheelchair and it's of no use - the frame is damaged. After reaching home it's been two days me and my husband could not move as my arthritis is deteriorated and my husband's back is deteriorated. Very unpleasant to travel with Qantas. I'm looking to have a fair conclusion from our suffering from you and as a compensation I'm looking forward to refund my 4 tickets and pay for damaging my child's stroller with a negligence of baggage handling.

We booked with Qantas in good faith, PAID in full for the flight, are abiding by all the extra charges (such as paying for the seat on the plane - odd I thought that was part of the ticket price, but NO), cancellation policies and all other demands placed upon us when we decided to book through Qantas. As a customer I now cannot even get through to a Qantas agent. I do not understand this type of business practice. At this point I can only hope this will not be a reflection of our treatment at the airport, and on the flight. Currently if asked I would have to say I am very dissatisfied with Qantas and would recommend booking through another airline.

We voiced our complaint via their website on the 10th July; also called them overseas and locally over 5x (in Indonesia) and was told we have to call Australia straight or wait. 26 days later we receive an email asking us to wait further. To aggravate matters, during one of the call the customer service rep insinuated it was our fault for choosing such a short transit time and no refunds will be made. We are victims of horribly poor service. Note that all problems can only be directed at their website or directly to Australia Customer Service. We are looking to see legal advice on the above matter.

The seating was substandard in terms of comfort (e.g. unable to adjust the seating manually), lack of space to place items, and unable to sleep or rest comfortably in our seats, the entertainment (consisted of a handheld device with limited options such as 5 movies), standard of meals and snacks (e.g. was a scotch finger biscuit in plastic) and even our baggage was not given priority in accessing when arrived home in Brisbane. These aspects are expectations in business class and the standard was not met! Please note that these criticisms are not directed at the staff on the airline who were unfailing kind.

When travelling business class to Europe we have experienced the A380 in one of the legs of our journey. Whilst I appreciate that this standard is not available on all aircrafts, I can't help but note I am still paying the same premium in terms of costing for my flights. To clarify, when my daughter and I flew to Thailand earlier this year via business class with QANTAS the standard was satisfactory, the 8-hour return flight costing approximately $6508 (2 passengers). The flight to Fiji was approximately 4 hours costing $3400 (2 passengers) so essentially the costing was the same, but the standard was woefully inadequate reflecting poorly on the QANTAS mission of having a customer focus with high levels of customer satisfaction. My husband and I are very disappointed with the standard of the business class facilities on this trip.

I have contacted customer care on three different occasions (speaking to Jordan and Deb) who offered in total 15000 frequent flyer points as a gesture!!! I stated that this was totally inadequate but the Customer Care Executive has now stated that the case, as far as QANTAS is concerned, is closed!! Is this the service QANTAS offers to its business class clientele??

My wife came from overseas and we took a domestic flight. Qantas LOST her baggage, not a good thing for a female who has just finished a 17hour flight wanting to freshen up. This was her first ever flight and speaks limited English. I explained this to airport Qantas staff who gave lies as responses and a very uncaring attitude. This was 3 years ago. Every time I have made a wrong decision and flown Qantas since I hear and feel and receive bad service.

Each time I lodge legitimate complaints but get no feedback and not even a sorry from staff. I won't go through each complaint as 90% of my Qantas flights have been bad service. I don't ask for much, only value for money with deserved service. Right now I am at the airport. My flight is at 17:25 today. After packing this morning at 8am I realized I need an extra check in bag. I then went online to purchase that, only to find am not allowed as it must be bought at airport when checking in. To purchase at airport is more expensive online. I ask the Qantas sales staff why I am not able to online and she says she doesn't know in a uncaring and lazy response.

I ask her to please find out but she even just replies with same lazy response " I don't know ." I asked her how long she had been working here, she told me 6 years. I think working for 1 month in sales desk where I must purchase my extra baggage, she should know. I then found out it needs to be bought online 24 hours prior but thinking logically and not in a way of how to make another dollar from customers, what is the difference 24 hours prior or 2 hours prior at airport? I know the obvious reason. Most people pack morning of flight making it a sure money maker for Qantas.

I fly Thai Airways, JAL, Singapore airlines, Virgin on an average of 65 flights per year. Qantas by far is out to rip off customers the most by far, with the most arrogant rude and uncaring staff by far... All this while they still have expensive prices for flights. Don't tell me I should choose another airline, I almost always do. But sometimes I am still a customer therefore service should be on par. Customer service from Qantas is a joke, no complaints are followed up on so don't tell me they are. I have taken the time out to make at least 6-10 complaints and had no feedback or response.

PS: 3 weeks ago I flew Virgin, my luggage was sent to the wrong destination. Staff were truly apologetic. I asked to speak to supervisor at airport and she promptly came unlike Qantas where I only received lies. Supervisor organized a taxi to my hotel and because my luggage would arrive later that evening at my hotel, but not in time for me to make my meeting, they went above and beyond and decided not to wait the 36 hours but instead straight away produced vouchers for me to buy essentials. Qantas and 90% of its staff are arrogant and rude.

I understood, I was calm and I said that we had spoken to another lady who explained the $75 payment for each bag weighting over 32 kg (her bags 32.400 kg, she was over 400 grams including the wrapping). After coping a rude remark from this woman, who did not understand that she was entitled to take 32 kg from the start, and pay the extra, she told us we had no choice but to take out 400 grams. She also made it VERY CLEAR we ONLY had 5 minutes to finalise or the plane would leave. Under a stressful time frame my mother was crying and sad that her 3 month stay was now remembered by a rude ending. I would of appreciated more compassion, but wait, why would I?? Qantas is not a Aussie favourite anymore. We rushed to unwrap the bags and take items out, meanwhile I went back over and tried to explain how we were told 2 different things and wanted to resolve the situation as we were getting frustrated that they couldn't communicate their stories correctly and understand ours.

I spoke to one woman who brushed me off, then went over to second woman who obviously had a ** day, she told me these were the rules so I told her off for being rude to me and the Customer Service was APPALLING!!! The final Qantas rep was more understanding, but she still stuck to the 23-32 kilo bag rule but she was more helpful. I said again, "My mother is traveling to Brazil. She is allowed 32 kg per bag, why can't you understand?" They kept saying 23 kilo up to 32 was their max, but her BOOKING DOCUMENTS clearly states 32 kg and we could pay for the excess as told by the Qantas rep. FINALLY a Qantas rep in the background overheard and she "She is going to Brazil. They are allowed 32 kg, Brazil is different." So why would we go to the trouble and have an extra 400 grams and willingly to pay if we couldn't do that from the start?

My mother left in a wheelchair, she was distressed, she was sadden, as a customer service rep myself I can't believe the reaction, responses and customer service we received today. How many complaints does one need?? The one person that had compassion was the woman who wheeled our mother in to her flight, she saw how distressed she was, and how sad we were. To you I say thank you. I hope this email reaches who it should, to change the way customers are treated, and reeducate the Qantas staff on international flights and their rights whilst travelling.

The problems began at Perth Qantas Club, and then went onto an Aircraft. When I was put into a middle row with a passenger who would have been in excess of 130 to 140kgs, I couldn't embarrass the person by requesting to be moved or taken off the plane, so there I sat for 3.5 hrs leaning into the Aisle, getting hit by trolleys and hurting my back from the angle I was forced to sit at. All because they don't check people and seating before putting people in that position. After this I made a complaint about the service, and finally I heard from someone who said they were asked to contact me by Alan Joyce, maybe you can check if that's actually true or just from a script.

During the apology and the promise it would happen again, I asked why I no longer get my seat of preference, and also why my Priority baggage and why I no longer get 2 bags to take with me like I am supposed to get but no longer occurs, I was told I would now need "Gold" membership to get the same benefit that I purchased with my LIFE Membership. How can someone STEAL the membership benefit you PURCHASED, now I get told its subject to change, the cost of purchase wasn't subject to change, Boeing don't turn around and say our planes now fly on 2 engines, give 2 back... Or olden telling me they changed motors in cars now, so return your old 1.

I want Qantas to give me back, exactly what I purchased, no more, no less, it was for LIFE. Can you please assist me in finding out, firstly was the call really through Alan Joyce, or just someone in Customer Service saying that, and how can they simply sell a product and then remove every benefit that you purchased. This has been one hell of a PR stuff up, I started upset about 1 person's bad attitude to customers, and now it's turned into a nightmare.

On the next flight to Boston they said she never should have been made to check that tiny carry-on bag. She had to bring home the ruined bag. She was entitled to a carry-on. I have pictures, and emails back and forth, but few and far between. At first I heard nothing then I had my lawyer send them a letter. They responded once. The claim was $2000. They offered $500. I said, "Please make a more appropriate offer," and then no more communication by any means -- phone, fax, email. It's outrageous.

My lawyer is in MA and not her expertise so she bowed out. Most other airlines either replace the bag right there and are customer-friendly; not these folks. I don't know where to turn. There is no phone call and no human to deal with. That was June. I have the whole case. I would settle for $1000. If I have to hire a lawyer I will have to go to California and ask for double including my airfare and fees. I am a single parent and this has stressed us out so much. The claim agent was Denae **. Maybe I do need a CA lawyer?

The catering was so basic. The only excuse was that Qantas has to save money, and that's when I thought I ought to write you this letter because I think the Economy class passenger are actually the bread winners of an airline. We fly often in families, groups and we go back where we are served best, while business class seat is often an upgrade and people's rate who pay their own ticket in business is not very high compared to Economy class tickets; business class are only a 12% of the plane capacity.

That is why I think your company should put a lot more attention to this class because us for example (3 of us) who fly once or twice a year to Aussieland are not going to make the same mistake twice on such a long haul flight. In my company I would not employ people who work against me and the profit of my company. Put more effort toward your customers, because you have been a great and well regarded company, but I really have not much to cheer about my latest experience.

I don't agree with it myself but that's the way it is. My problem is also the complete contempt with which they treat frequent fliers - it takes a nanosecond to take money from your account (and to fine you for breaking the rules!) but there is in fact no way of complaining except writing a letter?!!! (Really? Why? To discourage you from bothering I guess...) I have all my receipts and tickets (and my frequent flier club details) if someone from Qantas would take it upon themselves to contact me...

We took a taxi straight away but by the time we got to the other airport, we had missed check in by 20 minutes! To cut a long story short, we were stranded overnight with no phones and no $$ (they would not change NZ $$ at the airport in Bangkok). It was very stressful for me and my daughter and cost us an extra $1050 to get home.

When phoning the Australian help desk on arrival back in NZ, I was told in no uncertain terms that it was my fault, even though no airport codes were on the flight bookings! I have always had these on other bookings and as we had several hours between flights, we could easily have been at the correct airport if we had only known. The staff at the airport in Bangkok were extremely helpful. However we are angry and disappointed (and out of pocket) due to Qantas and would not use or recommend them again. :-(

As we boarded the plane there was middle aged lady greeted us. We asked where our seats are. She just said straight ahead. That's it. No clear directions whatsoever. Three of us with was walking all the way to the back of the aircraft and there was another crew member who we asked where is our seats as it was not clear in our boarding pass. And my husband said the check in lady said to check with you it's a front seat for me as I was pregnant. We were right at the back of the aircraft; hence, we were confused. He said, "Please go to the premium economy and meet the manager. She will get your seats organized." Middle of the small walk way and all the weird looks from other passengers who is trying to pass through we were standing for 10 minutes and the same lady who did not give us clear directions approached us and guided us to our seats. However it was not front seats instead it was a middle row and with my tummy I hardly could sit and stretch my legs.

Due to uncomfortableness of the seat and seeing the same row having an extra empty seat my husband approached the cabin crew again and said can they look for another seat for me. He went away and forgot all about our request. Meanwhile flight was delayed by 40 minutes for some Cargo issue from Dubai. We saw the same lady passing by and my husband made the request again. She said there are available seats in premium economy but she cannot upgrade us. First of all we never requested an upgrade so why would you even say about something you cannot offer. Secondly we can see an empty seat right in front of us and we asked her can I move to that seat. Even though it was preferable for me to sit with my family due to the uncomfortableness of the seat we requested this. She said all the passengers should sit in their allocated seats and if I wanted I can swap with my husband or son in the same row.

By this time I really couldn't be bothered. We get a better service in budget airlines we take for our holidays. After 40 minutes flight took off. Cabin crew came along and asked anybody need water from each seated but ignored me completely for the first time. I shared my husband's water. Due to my situation my doctor's advice was to stretch my legs and walk about every 15 to 30 minutes. So I started stretching my legs and walked a bit as there was not much space. They even had a problem with that. Once a cabin crew approached me and said please take a seat I'm disturbing others... I was not making noise. I was only standing near my seat. That was it, I still held on to my patience. But firmly told him, "Do you see that I'm pregnant and I need to stand and stretch my legs every 30 minutes.. do you mind?" She didn't even apologize and walked away.

The same crew member was serving water and drinks to passengers again. She completely blanked me again. This time I was running out of my patience and said to her, "Did you just forgot to ask me or are you ignoring me?" She smiled and didn't bother apologizing and got me water. Then came the time for breakfast. We requested our breakfast and they served us. But for my son they didn't serve breakfast. We had to ask them where his breakfast was. The guy said, "You have to pre-book the breakfast for kids," which we were never informed before by our agent and we never had to pre-book food from EMIRATES AIRLINE. We said we are flying Qantas for the first time we did not know. He said he can't do anything and walked away. My poor child didn't get a breakfast. So we shared ours.

By this time we were so exhausted physically and emotionally and just wanted to get off the plane. When we almost reaching Heathrow as I had a severe back pain my husband approached a crew member again and said, "Can you arrange a wheelchair from the landing gate to departure gate?" as I was finding it so difficult to walk. The guy went away, came back and said he had to speak to the same woman flight Manager and she will arrange it. That was it. He never came back. I walked out of the excruciating pain by myself and I didn't want my husband to get humiliated requesting them the same again. We were rather happy that we were off that awful plane and reached London.

To summarize it all I was ignored more than 4 times when they attended other passengers for water and refreshment. My son's meal was missed. Not appropriate seating for me. Extremely rude customer service I have uncounted so far in my life. Emirate even offer coloring books and a goodie pack for kids which they never offered to my son and he was looking forward to the flight for this. Even an old lady who was on the next seat to me had to remind the cabin crew to offer water to me as crew member completely blanked me. Now I'm dreading as we have booked a return flight to Dubai on the 28th December same airline and we will be traveling with two kids... newborn and a five year old.

Lights didn't go out until about 4am PST, even then the personal lights available were bright enough to illuminate the entire isle. The flight attendants seemed to not even care that I had a toddler and were more concerned with talking to anyone else. I felt as if I were a huge inconvenience and my child didn't even CRY or make a peep for that matter! The passenger beside me was a bigger help than the flight attendants, offering me her fruit for my baby - since like I noted before the flight attendants didn't seem to care that they weren't feeding us, since they said our meal reservations didn't go through.

I sat on hold to ensure this does not happen on the flight back and it took 45 minutes to speak with the worst customer service associates who assured me I wasn't discriminated based on my nationality. I don't think it's too much to expect a little service when you spend 3k on airfare to be ignored and treated as an inconvenience... I will never fly Qantas again, ever. It went from bad to worse.

When I read my ticket, it stated 2 x 23 kg bags which is inclusive of my flights but when I checked the website, it stated international flights 1 x 30 kg bag which I have since found to read the fine print which states with the except of The Americas. I finally found a contact number for the Gold Coast baggage section as Brisbane being a capital city only had a voice machine and I wanted to talk to a customer service person immediately considering I was packing for my trip in 2 days time and wanted to pack my bags per piece correctly and wanted to confirm the correct weight that I was allowed so I did not get a nasty surprise for excessive luggage at the airport.

When I finally got through to an operator which was a number I found on the Qantas website, I was speaking to a baggage consultant at Jetstar airlines who passed the phone to the employee next to her who worked for Qantas. I then proceeded to inquire about the correct weight and pieces we were allowed to check-in but she was unsure and said she would have to call me back. She took my personal details, flight number, etc. and called back leaving a message on my answering machine saying she was sure I can have 1 x 23 kg but not 100% as to an extra and to call 131313 to get more precise confirmation.

Well this was a nightmare from beginning to end. I called and was kept on hold for more than 40 mins only to get an employee called Lisa who was very unfriendly with her tone and it seemed that I was interrupting her morning tea break and to be honest her tone of voice made me feel like I was a problem for her to do her job (BUT THAT WHAT SHE IS EMPLOYED TO DO) and she was not helpful to want to help me with my concern or help me whatsoever because I could not produce my ticket number at that moment. I was able to give the booking number, flight no. my surname and do a full security check that I was me but she just keep denying me of the information I was inquiring about. So I asked for a manager and was put on hold for another 10 mins.

Finally the manager who did not identify himself at first answered my call on hold (now I have been on the phone for 50 mins) and his attitude was worse. I tried to explain that I was after basic clarification about the baggage weight and how many pieces I was able to check-in and why I was confused as per the information from my ticket to that of the website and know with a third piece of different advice from the baggage department left on my answering machine. He denied me the information for the same reason as I did not have my ticket number at the time and could only produce a booking number. He proceeded to rudely explain protocol and said I might not be who I say I am and for security he cannot give me any information. He used an example if I was speaking to a bank or phone company would they divulge personal advice unless they knew if it was me on the other end of the phone.

We were now into a debate about security and I asked him to do a security check on me as the bank or phone company would asking name, DOB, address, flight number and date of travel. He still refused with a sigh which made me very angry. I was just wanting basic information not account numbers their business banking. Reluctantly he opened my flight details after a 15-min debate and proceeded to advise me of my baggage weights and limits, etc. He did this with such appalling attitude and during the conversation when I wanted to ask about luggage on one of my particular flights against another. He told me to please wait and be quiet.

I have never experienced such customer service in my 47 yrs of living. He then continued to advise me my travel agent has done me a disservice by booking separate flights for the duration of my holiday and wanted to pass blame on them for my confusion even though four of my five flights are with this airline but one of those flights even though it's Qantas is operated by American Airlines. This manager after I asked for his name and employee number did not wish me a pleasant trip but rather hung the phone up in my face abruptly.

Like many others who have been treated so badly by this airline that admit that they deserve to go broke, I am also in agreement because if you treat customers like they are worthless especially customers that have spent thousands of their hard-earned money to save and book a holiday of their lifetime and only be treated like they are worthless and do not warrant the time of the customer service, well, I ALSO SAY YOU NOW SHOULD LOOK AT WHY YOU ARE HAVING TO SACK WORKERS BECAUSE YOU ARE GOING BROKE.

I personally will NEVER fly with Qantas again after this experience and my up and coming departure in 2 days is filled with anxiety not excitement thanks to this airline and their pathetic appalling customer service. They have been admired by most as we have grown up but every dog has their day and this company deserve to go under and fold and let another company whom want to serve its customers with helpful compassionate understanding using dedicated staff that are competent, caring staff that want to please their customers and treat them with some respect.

When I called Qantas and quoted them Virgin Australia's price, they would not match it, nor would they authorize my travel agent to refund my ticket,. However they cancelled the ticket my travel agent had held for my baby with a note saying I had a quote with Virgin Australia - is Qantas expecting me to send my 11-week-old son on a different airline to myself? Unfortunately I cannot afford to forfeit my ticket, so am hoping for better service in the air than over the phone. I was previously excited to be flying Qantas, but not anymore.

Instead she gave priority to passengers who are allocated seats at the back of the plane. I have three young kids with me, aged 9, 8, and 4. What is more embarrassing is that she announced over PA the usual call of Gold passengers and passengers with kids to go first. Hence we were also the first to go to the queue. For some reason, she changed her mind and instead sent us at the back of the line. Said lady attendant was so bossy and hence we complied to avoid further humiliation. We were so frustrated and embarrassed and we were among the last passengers to board the plane. As a result, our four-year old daughter was throwing tantrums and very irritated, because of the long wait and the difficulty going through the aisle inside the plane. When we found our seats, there was no more space in the overhead compartment for our carry-on luggage/bags and this added to the discomfort.

This discrimination we suffered from this lady attendant is my family's complaint. We demand an apology from Qantas and a form of consolation to this undue stress and frustration brought about by that lady attendant at Sydney Airport. The psychological impact has a ripple effect as this unpleasant customer service experience robbed us of our joy and dignity. I hope you would give due attention to this complaint. It is very difficult to travel with small kids and to suffer an embarrassment like that has left a psychological scar for my children.

Then I made a call to them on 26/8 and the lady, "Emma", over the phone said "Sorry, the courier guy came but he couldn't deliver it to you since it was a commercial address and he didn't know the business name." I said, "But I put the business name on there the first time." She said, "Well, the courier driver couldn't find it." I said "Well, why couldn't he call my partner then and ask for the add?" She said "I don't know." She said they will take another 2 weeks to deliver the stuff.

Now I am a very patient person but when someone is frauding me, I tend to get very unrealistic. I said "Sorry, that's not good enough, and what guarantee is there it's going to be here third time?" I asked her if they can get it tracked, she said no. I asked her for the courier company, she said under the privacy law, they can't give the name out. (So basically, they can give my stuff to someone unreliable and when I want to help the courier guy to deliver it without any hassle to him or her, to my partner's work address, they can't give me the company name or contact number for them....nice).

I called ANZ Bank that's where I had gotten the card from. They said "Sorry, we can't help you because you had the credit card and accumulated points with Qantas and have closed your card." And I asked the guy that why they deal with a company who doesn't stand by their rules and regulations. He said he never had a problem with Qantas. I told him "If you want, I can give you 2 written letters by Qantas saying when I was supposed to receive my vouchers and how they provided me with false information." The guy again said "Sorry, but that's Qantas' problem", and he can talk to the team leader over about it.

AND LET ME TELL YOU ALL NICE FOLKS OUT THERE, I HAVE CALLED QANTAS FREQUENT FLYER 30 TIMES AND MY PARTNER 20 TIMES. THERE IS NO TEAM LEADER THERE>>>>>>THOSE ARE THE EXACT WORDS OF EMMA, CLAIRE, BOBBY AND MIMMA AND QANTAS FREQUENT FLYER CUSTOMER REPS (going in circles), so to tell you all out there, DON'T EVER DEAL WITH QANTAS.

For the first time, earlier this year we had cause to complain. Regretfully, this time the response time and the response itself, when it finally came, pointed towards serious inefficiency and poor judgement. It wasn't until the matter was raised at MD level that a somewhat reluctant apology was made and the error corrected, or so we thought. Unfortunately on our subsequent trip to Europe we experienced the start of a new unexpected saga. Unexpected, because prior to our departure on QF001 on 15 May to Dubai, we were contacted by a Qantas officer who, given our previous experience with Qantas, wanted to make sure that nothing would go wrong this time, overnight hotel in Dubai, etc. But then:

On arrival in Dubai, on the way to Nice, we discovered that no hotel arrangement had been made. It took three hours for several initially disinterested persons, to finally at around 3:30 am arrive in a hotel and be informed that we would be picked, at 6:30 am. Gone the good night rest. The sleep lasted less than 3 hours. We would have been better off sleeping in the lounge! The exchange of emails that followed this unpleasant affair reminded me of the earlier saga and the earlier interaction with Qantas staff. This time a simple apology was made together with a simple statement that the hotel booking had not been made. Surprise! Surprise! No concern was expressed for the serious and real inconvenience caused by this unfortunate mistake.

Finally, on the way back my wife who had preceded me to the first class lounge in Nice was initially refused entry because her boarding pass was mistakenly marked F/F Gold member. It seems that Qantas is still having problems with their computer. The issue was resolved when I reached the lounge and showed the necessary credential. What has happened to the Qantas we knew? Had we traveled on Emirates tickets, we would have traveled on the same planes eaten the same food and would not have suffered such arrogance.