Qantas Reviews

I have emailed and phoned Qantas so many times and been palmed off each time. The last employee "looking into it" was in February... They haven't contacted me since and now there's not enough time to even use the credit! The refund is for around $1,500 - I would have thought that with the stress and financial hardship that a brain tumor causes, that Qantas could have at least refunded $1,500 to a customer. Well, Qantas, you are a disgrace. I will never fly with you again and I will ensure everyone who listens will hear about your disgusting 'customer care' that you actually provide.

I then called to speak to a manager and got through to someone called Gloria in New Zealand. She essentially said, in not so many words, that they couldn't care less unless I could provide a call recording. She wouldn't give me her surname and only provided me with an email address at a push. I have now spoken to someone else called Marilee and have been told the same thing. As far as Qantas is concerned, they've acted in a satisfactory manner and given me everything I need to take the matter further. Qantas, guess what, we pay you to fly on your planes, not the other way round. The only other time we flew with Qantas, we ended up with a $1,000 voucher from them for the poor service. If I could give zero, it would be too high. Don't fly with this airline ever.

I am an 81-year old Asian-American. I retired from the U.S. Navy. I am also retired as an IRS Agent and also retired as an Illinois Income Tax Auditor. I have flown in too many different airlines but I have never met a person, male or female, as rude as this Asian woman. She should not work in an occupation having to do with people-to-people contact. She should work in a warehouse or as a lighthouse keeper. Someone should randomly monitor her so she does not become a liability to Qantas Airlines - a great company.

I ran and was the last one on the plane to find that there were at least 8 empty seats on the plane. My husband finally came 4 hours later on a half empty plane. It was frightening to be stuck in a country with no way to contact each other and no explanation. I called Qantas and they wouldn't even apologize for the lies, disruption of a ticket that we had previously booked. They lost my luggage and they won't even let you complain about that on their website, and offered nothing, not even a here's a printed sheet with your husband's information of when he's coming.

We had just spent the worst 15 hours of our lives in seats that wouldn't recline from Dallas to Sydney. The people in front of us were practically laying in our laps and when we had to get up to go to the restroom, we had to crawl like babies to get out because the seats in front of us were in our laps and we had no space at all. The seats felt like cardboard. We have flown many overseas flights and we will never be enticed to fly Qantas again. They can't even say, "Sorry we messed up." Delta put me next to a drunk 21-year old for an 18-hour flight once and they felt so bad they apologized and gave me a $100 off voucher and they upgraded me for the next flight I took.

Customer service goes a long way in getting more business. I guess Qantas doesn't need any more business because they sure don't spend any time on customer service.

Do they consider I will pay them cart blanche and they can charge me whatever they want? Would you buy a car and just pay for the body then for everything, you would guess what the price was? For the past two months, I have tried to deal with them and their so-called customer service group, which can take up to 60 days for a response. I have also contacted the attorney general in California. That also can take up to six weeks for any kind of response. Any suggestions? I'm lost in airline space.

Come on, is that realistic? A whole day traveling with 2 kids and will it be worth going to Ayers? We'll get in really late to Perth that we won't get to Rottnest Island as planned. When you call them and eventually get through, they are so matter of fact and don't seem to give a ** that this is important to you, and the effort it has taken to sort all this out. We have accommodation and trips booked and there is no account for that. When I asked about the hotel we had booked and will now not use, they told me to check my travel insurance. That's not the point. I asked about my booking, the flight from Ayers with someone else and not taking the offer of the 3 flights trip to get us to Perth. I was told I could do that, but would then cancel all my flights. I said I don't want them all cancelled, just the one you have cancelled. I was told I couldn't do that.

I looked online to rebook these now, it would cost $12K. So I have had to change my plans and go Cairns-Perth and miss Ayers rock completely, and have had my new tickets. They are $1500 cheaper than I paid, so I am wanting that refund/difference back or an upgrade to my seats. I complained to Qantas, was told to fill out a form. I have done that and they have responded to me today saying I need to speak with reservations to discuss a refund. So what's the point of customer care? I'm just really annoyed at the way they treat people, just cancel people's flights, mess up their plans, etc. and won't take responsibility for it - check your travel insurance. Why should I? Qantas, this is your fault. All I want is for you to accept that and do something about it.

My ticket number is **. My booking reference **. This ticket is valid for one year! I did pay that ticket in cash with my proper funds. I am the owner of a few arts company as a producer and I am the main artist. I do have $70.000 personal funds investments in my own company. I do have an ABN number in Australia as well and a 456 visa valid until 2013 - no problems about it. So what is going on? I think that your general manager got personal problems with me and she did harass me year ago while she was travelling in another agency already. I do pay all my bills with personal funds.

Your team are stealing my ticket. On the top of it I am a public person in arts and they did give my details of booking to someone who wish to travel with me that I don’t want to and I don’t give a **. That is mainly the reason I did cancel my booking and few other business matters, so many people due me money in New Caledonia up to $250.000. As I report, I am a previous Qantas hostess 25 years ago. I can’t understand what is going on with your Qantas team in Noumea.

You should transfer another team from Australia like before. They will be not involved in the stupid islander’s jealousy that I am not part of. I am not from their country or race anyway. I do live here since 1970 and not by choice - my parents came here as teachers. Your manager did decide now that was my ticket was a no-show and I lost it. They’ve been insulting me in the office and of course I did reply that they did tell me for 10 times that I did create a no-show, giving me lesson about it, etc. Who do those girls think they are?

It s a valid ticket for one year. While I didn’t t confirm my booking for the 16.04.2012, I didn’t t pay the fee. So Cathy at the Qantas front desk who did the booking for 16.04.2012 did confirm to me that if I was not passing by to pay the extension fee in the 3 days, then it will be cancelled automatically on the computer. So I didn’t pass by because I changed again my departure date and the ticket should still valid for one year. I do complain against the Qantas manager in Noumea. She and her team are trying to steal my ticket. I did pay $700 and it s a full year ticket, so there is only one solution: my ticket is still valid. I didn’t t travel with it and there were no no-shows or if you do consider, there is one. So it is a robbery; it’s not my responsibility. Otherwise, I do complain against her at the police on Monday for stealing a ticket and $700. Now it is in your hands and your choice. I need a reply soon: it means on Monday.

I did read your entire regulation and there is no no-show. So I want you to confirm me that I can travel any time with my ticket. That ticket number is valid for one year; it is your rule and your regulation! Is it clear enough? I am previous ground hostess for Qantas. Bryan ** was my head manager between 1988-1989. Better for Qantas to ask a real professional team to come back to Noumea with a bit of manner. You should ask again an Australian to be the head in this office. They want rob any ticket for any miserable charity for their friends or whatever. I can’t understand why they are so harassing me that way, robbing me all the time and pretending that I am not the head of my company. What kind of girls are they? On top of it, fortunately I didn’t go to Kimberly and I didn’t do the trip I wanted from the 02.04.2012.

Someone did travel and wanted to be with me and they did provide my departure date to someone who has got no reason to travel with me at all. I am single. No one is coming with me - no one. I am the only head and owner of my company: no one’s got the right to put his nose in my business. Is it clear enough? So you must confirm to me that my ticket is valid right now and to change the date I just have to pay the fee as it is required and that is it not a no-show under my responsibility at all ever! Clear enough!

In late February 2012, I was informed via my travel agent that Qantas had cancelled my return flight - QF25. My travel agent went on to tell me that Qantas had issued me a new ticket that required me to fly AKL - SYD - LAX with a total travel time of 19 hours 20 minutes. This change was forcing me to endure a 6 hours and 55 minutes increase in the travel time, something I did not believe I should have to accept.

I then asked my travel agent to request a direct flight alternative. When the agent got back to me, I was told when she phoned Qantas she had been put on hold and after waiting 20 minutes, hung up. I then asked my agent to suggest that both Air New Zealand and United Airlines offered direct flights from AKL to LAX and to ask Qantas to look into the option of making arrangements to get me on one of these direct flights. Qantas' response was basically "No, we don't do that."

At this point, my travel agent suggested that I might get a better response if I contacted Qantas directly which I did. In my email, I pointed out that I had paid for a direct flight from AKL-LAX and that the alternative they had proposed was a significant inconvenience to me and inquired as to what compensation they were prepared to offer. I thought they might offer a business class seat but Qantas’ response was essentially we’ve arranged to fly you from Auckland to Los Angeles on May 15, 2012, see you then.

Quite obviously, Qantas personnel do not see any additional value in 6 hours and 55 minutes of one’s time; not to mention the additional strain of clearing customs and security twice rather than once. So, Qantas has left me with three options, first, to accept the alternative flight itinerary offered by Qantas with the additional travel time. Second, bear the cost of purchasing a one-way direct flight with either Air New Zealand or United Airlines each offer daily direct flights and last, change my travel plans and depart New Zealand on May 5th, the last day Qantas is operating a direct flight from ALK-LAX.

If this is Qantas’ idea of meeting customer expectations every time you fly and this how Qantas strives to provide you with an exceptional level of service (quotes taken from Qantas online Customer Charter), this is an airline that I won’t have any more dealings with after I return to North America. Moreover, I will endeavor to relate my Qantas experience to as many people as I can, with any medium at my disposal. Can you tell I’m a frustrated, unsatisfied, Qantas ex-customer?

After lunch at about 1:15 pm, we noticed on the flight info board that the flight was cancelled altogether. There was no announcement made about the cancellation of the flight. We then proceeded to the gate we were to depart from, only to discover no Qantas rep there. Another airline rep told us to go to the transfer level downstairs. We had to line up as there were only 2 reps from Qantas to help us. We were later informed that we would be on the QF49 flight to depart at 6:45.

We arrived at Auckland airport at 1:30 am exhausted after spending 11 hours in Sydney Airport. We arrived at our hotel at 2:30 am only to discover all the clothes in our suitcases were saturated. We missed a day of our holiday and the next day, we had to get all our clothes dry. We were very disappointed in the service we were given and felt not enough staff were on hand to cope with the situation at the time.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

passes,emailed confirmations or receipts.

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

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

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

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

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

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