Qantas
4,526 reviews
Qantas wants my wife's divorce papers to transfer her points from her previous married name all her details including passport are in her name and only talking about 7,000 points thought it was ridiculous it can't be transferred
HOW LOW CAN QANTAS GO ? - Even Business Class passengers abandoned & left feeling “cheated”! My partner and I recently travelled Qantas Business Class to Santiago de Chile departing Brisbane - approximately a15 hour trip. We are both TOTALLY DISSATISFIED with every aspect of this trip: • Booking process - prices kept escalating during booking… Read more
process & impossible to get advertised prices on the selected days even though flexible with dates - The advertised prices were still available on the flights and days we had originally selected when we checked on another "anonymous" computer! • Flight cancellations & changes - after we had booked everything for our trip, Qantas 3months later cancelled and changed all our flight dates, times, route, carrier, aircraft, duration and transit times! • Changes had obvious mistakes & impossible flight schedules eg originally BNE-AUK-SCL changed to BNE-AUK-SYD-SCL (but AUK-SYD leg was day before depart BNE) and similar changes for return; • Only given options to accept changes (with all the extra costs eg accommodation to catch the 6am flight from BNE) or cancel and rebook at TWICE the cost - only "minor changes" covered in "fare rules". • Took almost 2 months to get hold of Qantas on phone - gave up after waiting on hold 30mins+ • Total intransigence to our needs from booking staff - "can't do that due to fare rules" even though Qantas had made the changes and what we suggested was available, shorter AND much cheaper. • When Qantas changed flights, our original seat selections were still available but couldn't select • Cancelled all our seat selections even though we booked 9 months in advance and gold FF status, • No access to seat selection after Qantas changes until at airport - we were seated 12 rows apart! • Refused to move any passengers unless we agreed to sit in the last two rows of business class; • Ran out of food - our top 2 meal selections were not available for main or dessert on both flights; • Completely missed our breakfasts - we were awake before serving started but ... • Only offered a "Fish Burger" for breakfast - we weren't given a choice AT ANY STAGE; • Served a meal that looked like somebody had already “started” to eat it; • Almost zero on-board service - took 4hrs before an attendant even came near us to offer a water • Grubby “business” lounges in Australia with almost no food selection • Forced to transit in SYD from 4:30pm until the very last flight instead of 3 earlier flights; • Even now, an exhausting, ongoing fight just to get the legitimate, eligible Partner Airline FF benefits to be allocated to both of us - they claim (without providing proof) points have already been allocated!
Instead of it being “The Trip of a Lifetime”, we found the whole process totally exhausting just trying to get what we had already paid for! The “experience” was appalling from start to finish with ZERO consideration for the customer - and despite this being the most expensive of all our trips we have undertaken with any airline over the past 50 years of extensive local and international travel. Overall, it was the worst airline experience ever and totally unacceptable.
It appears that Qantas has managed to inculcate price gouging, inflexibility, Intransigence to reasonable requests, and overall extremely poor customer service across the WHOLE BUSINESS through its anti-customer systems, processes, procedures and unconscionable “fare rules”.
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21.03.2026 Found our suitcase damaged on the baggage carousel, we immediately walked over to the baggage claims office that was right next to the carousel to show and report the damage, was told by the female worker that it was not something I could claim. In absolute disbelief I asked 3 times that I wanted to make a claim, only to be dismissed… Read more
again. As we were going on to an international flight I had no choice but to purchase a new suitcase so we could continue our holiday. I submitted an online claim, over the following week I followed up with several photos and additional information they had requested about the whole situation. 13.04.2026 I have Just been advised that I needed to report the issue at the time it had taken place. Which I did. Our claim for reimbursement has been denied. The mistake I made was to insist my report was documented at the time. I should have taken a photo of the suitcase on the counter at that time as proof it was reported. Over many years our families have always chosen Qantas over other airlines. The way we have been treated over this claim has been absolutely unacceptable. We will never use Qantas again.
Reviews with attachments
Qantas, no longer the spirit of Australia – Qantas used to be my airline of choice, though in recent times each of my flights in recent times have been delayed. Today flying out of Kalgoorlie, Western Australia, my Qantas flight was delayed due to 'sever weather' in Perth, the very same weather than had no impact on two Virgin flights departing and landing and leaving on time from the same destination. Maybe this is why all our flights are delayed. Show details
What has happened to one of the greatest Australian icons? – I’ll start my review with summing it up - I’m ashamed about what has happened to our national airline - the face of Australia in the skies. Let’s start with a good - there is only one thing - safety record. That’s about it. The bad: 1. They are significantly more expensive than competition 2. They don’t care about their customers and employees.… Read more
3. If you ever will try to contact their customer support you either won’t get through or will not be helped. 4. 4. One of the poorest customer support I ever experienced. 5. If you have no straightforward easy resolvable problem they won’t help you and there are no ways to escalate problems within Qantas. 6. Some of their services are not linked and they won’t take accountability for that. E.g. you may buy a lounge pass, the lounge might need to close (during your allowance to be in there). They will kick you out and won’t reimburse you. 7. They will sell you a ticket on their website with QF number which may be share coded with another airline and Qantas will take no responsibility if anything will go wrong with that flight and logistics around it.
With my approach to support local/Australian made goods first after having a couple of significantly negative experiences with Qantas I’m making my conscious decision to stop purchasing any of their products and services. I also do not recommend using them to anyone else until they will change their corporate attitude. Some of my experiences I detailed in attached to this review video.
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Qantas drop with the quality. Who ever thought that Hot dogs ar good option for meal on the plane? I had stomach problems after this. Show details
Simply one of the worst customer service experiences I've ever had. I spent 3 days calling to add my baby to my flight, almost 2 hours per call, and they resolved my problem? No! Show details
We recently took a regional Qantas flight from Port Hedland, WA to Perth. Despite the extreme heat at boarding (44 degrees), all of the flight attendants were incredibly kind, patient, and professional. One flight attendant in particular, Claire, truly stood out. She was exceptionally helpful, warm, and thoughtful. After I accidentally spilled… Read more
red wine on my fiancé, Claire promptly assisted us with wipes and soda water, making the situation far less stressful.
Throughout the flight, she went above and beyond, even surprising us with a handwritten card accompanied by chocolates and chips. The card was so personal and detailed, especially considering our brief interactions, and it really made our day.
It’s employees like Claire who create memorable experiences and keep customers coming back. Thank you, Claire, and thank you Qantas for such a wonderful flight experience.
Thanks Claire!
A beautiful experience after a long time in my long haul flight. The crew set tone by being hospitable and emphatic. Cheery and positive crew in economy - Silva, Donna, Melinda and Narelle were absolutely outstanding as they dished out our meal and made our journey memorable. As I stretched my leg they were very hospitable and spoke to me as I… Read more
stood forlorn. Being a cancer patient stretching is important and I for once didn’t feel like I was invading anyone’s space. They spoke to my family and were very hospitable ensuring everyone once was comfortable in the flight. There interaction with everyone was polite and enthusiastic. The plane itself was as every other economy plane so like a car and bus it was a fantastic ride.
The worst customer care absolutely no answer when you complaint I will never book an international flight again in my life. Show details
Current state of Qantas Customer Service wait time: 1 hour 2 mins. This is the current waiting time for a call being put on hold. Highly suggested to use Call Hold Assist (iPhone users) whilst waiting for calls to be answered. Photo evidence attached of time elapsed in calling Qantas phone number 131313. Show details
Disgusting putrid feral food! Paid $1,700 for 2 people to fly ONE WAY from melbourne to darwin and disappointed to say the least! Got food that wasn’t even hot, the potato’s tasted like they had been frozen for 3 years and the chicken honestly made me gag. You can’t tell me this food isn’t left over garbage from somewhere else. I wouldn’t be… Read more
surprised if everyone got sick after this meal!! Worst flight for money. i’ve had better food on every single other airline for 3 times less than this price!
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Horrible is an understatement. I transferred points into my Qantas account to book a flight. Their website keeps throwing me a generic error message and won't let me complete my booking. I downloaded the app and it won't let me log in to my account. I've been on hold for over an hour now. I wish I could give 0 stars.
- +3
Our luggage was totally wrecked with quantis dissatisfied customer would not recommend flying Quantis.Wheels missing on luggage,cracks on suitcases,brand new pram even though bubble wrapped still scratched and scrapes on it.Flew from Perth to Melbourne then Melbourne to Wellington on the 12/10/2025.Got to the airport in Wellington to find our… Read more
luggage damaged tried to report it at the customer service desk only to be told by the young boy at the service desk that he didn’t no how to write up a report as our flight arrived 1am in the morning.Also there was another lady from the same flight as us with a damaged suitcase her case was ripped and her clothes were hanging out of it.She also was having trouble trying to report her suitcase.Please Quantis yous need to do something about your baggage handlers and refund your customers for the damage caused by your carelessness not acceptable.
If you write a review on Product Review about Qantas you will be contacted via email to send your phone number. Then a scam Qantas customer service officer will call offering you compensation and ask for personal details. This is a scam!!!!! Please do not send your number.
Price guarantee is all a front. They say "When you book with Qantas, you can book with confidence knowing that if you find an identical Qantas flight for a lower price on the same day, we'll match it with our Price Promise guarantee.* " KEY WORD is identical. That means same time, same day, same destination according to the call center lady I… Read more
spoke to on 9 OCT 2025. How often does any airline have identical flights? ACCC where are you???? Furthermore, you must book the flight you want THEN apply for a refund. CLEARLY, no body can meet their terms and conditions. ANOTHER EXAMPLE OF QANTAS RIP OFF. How will this brand ever recover. My guess is NEVER. Such a shame to see continuing shameful behaviour.
In-flight service is always excellent. The flight attendants treat passengers with genuine hospitality and respect. However, Qantas cancelled our family’s tickets without notifying us, which gave us a huge shock at the airport check-in gates. Be extremely careful about this kind of issue. Show details
Fly business, broken seat, no way you could get out in an emergency, stinks of spew, 41 minutes into the flight CBR>Perth ffs and finally asked if we want a drink, sorry no cognac. Last flight EVER. Show details
Latest follow-ups
I am writing to express my extreme dissatisfaction with Qantas's service on a recent flight involving my elderly parents, one of whom is disabled. I booked wheelchair assistance for my father well in advance, but upon arrival for their connecting… Read more
flight, they were completely abandoned at the airport. Despite the prior arrangement, no one from Qantas was there to assist them, leaving them stranded and helpless. This is a complete failure of duty of care and utterly unacceptable treatment. I am deeply disappointed and demand a thorough investigation into this matter.
Follow-up · No one help me even if we call qantas no one reply
Nothing short of exceptional service in every way, from check-in to onboard - staff where attentive and second to none (I've flown on many regional airlines). I took a QANTAS Link flight out of Brisbane and I was really blown away by the customer service. I am definitely flying QANTAS for this leg next time. Show details
Follow-up · Follow up review is 5*++, I flew again with QANTAS out of Bundaberg, and the attendant (Robert) was just top quality. The staff on the flights and the customer experience both on the ground and on board, continue to make QANTAS the premier provider in Australia.
Mother in-laws flight from Sydney to Jakarta. She told me the meal which was special meal. The rice was not fully cooked properly. She did not complain on board because she very shy only travel third time in her life. So I complained to Qantas and… Read more
received a generic answer. The fact that uncooked or incorrectly cooked food can cause food poisoning does not rate a proper investigation. I would like no stars if I could. Thanks Qantas I won't be booking again. That's me and my relatives. well done. Fantastic customer service
Follow-up · Muslim meal. Rice was not cooked fully.
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Positive reviews
QF702 MEL-CNS 11/4/26 economy. I doubt if qantas bother to read complimentary reviews on this platform but we were so pleased with the whole experience we feel it’s still worth a review. Plane left and arrived on time. Orderly boarding and deplaning. We got automatically moved to seats at the front of economy- heaps of legroom . Cabin was clean… Read more
and crew professional and friendly, flight deck provided weather and timing details at start and end of flight. Breakfast provided was adequate and we had a smooth flight. A standout we thought was that flight attendants had time for a quick chat at the rear galley and one in particular- Kathy even asked if we needed anything and offered to bring us an extra cup of tea and a chocolate- very welcome and a gesture you rarely expect nowadays. It’s great to have such a good airline and crew - and that’s it Austrian!
Tag fell off my bag, before I reached my destination, bag had been identified, notification sent to my phone and arrangements made to get the bag delivered to my address next day. Excellent service Show details
Dear Qantas Customer Care Team, I am writing to formally express my sincere appreciation for the outstanding service provided by Ms. Tania Chua on our flight from Singapore to Brisbane on 9 February. My sister and I were returning from a very emotional trip overseas, and we were physically and emotionally exhausted. During boarding, we… Read more
experienced a distressing situation regarding duty-free items, which left us feeling overwhelmed.
Ms. Chua stepped in with exceptional professionalism, calm leadership, and genuine compassion. She listened carefully, handled the matter with confidence and respect, and resolved the issue promptly. Most importantly, she treated us with dignity during a moment when we truly needed understanding and support.
Her conduct reflects the highest standards of customer service and leadership. Qantas is fortunate to have a representative of such integrity and professionalism.
Please extend our heartfelt thanks to Ms. Chua for her kindness and support.
Sincerely,
Lina Karakoula (on behalf of my siste
Negative reviews
Worst airline I’ve ever flown with. They cancelled a 14hr direct flight hours befoe and gave me a replacement itinerary of 40hrs (nothing to do with global issues). Just Qantas unable to provide the service. I’m still stranded in one of the stopover locations and they aren’t doing anything about it. The only way I am getting home is through my… Read more
own initiative by calling them every 6 hours to ask why nothing has changed. They couldn’t even find a hotel for while I’m stranded. I’m stuck in a foreign country that I didn’t book and my airline feels more like an adversary than a support, in a situation they have directly caused.
I wish I had booked with the cheaper airlines who would have treated me better than this.
Qantas is objectively a horrible airline. Using Qantas frequent flyer points for flights is an unnecessarily difficult process, you usually end up on a Jetstar flight anyway. You will then be bounced between their respective customer service teams as "you booked with Qantas not Jetstar problem" and "it's a Jetstar flight, not qantas's problem" … Read more
Qantas doesn't have an online chat or anyway to contact them without a phone service. Genuinely never ever use them. If they are the only option then you really do t want to be going where you are going
I flew from singapore to townsville in dec 2025 & found my luggage with a hole. Wrote to them & got a reply to refund money to my credit card. It was approved & they keep emailing me many times from qantas customer care saying that they are still looking into the matter, up till today, 6 apr 2026. Very bad service. Show details
Recent reviews
Recently flew Business class with qantas now this is a 14 hour flight! The worst flight of my life, crew forgot to serve me a main course for dinner! When i eventually after everyone got dessert told them i didnt get dinner, they realised they gave another passenger my food, rehear it and served it to me, couldnt even cut the steak was rock hard… Read more
by that time. Beside not having food on the trip the crew was unfriendly and rude and everything looked like it was too much. Will NEVER recommend this airline!!!’ 0 for me stick with Singapore, Emerites or Qatar!
My flight from FTW to BNE via LAX was cancelled with an alternative flight provided for me which required me to make my own way from Texas to LAX, a 17hr drive. They were unable to provide me a flight back to Brisbane via Sydney because one sector didnt have any economy seats left. Ended up going to FTW checking in and my flight changed yet again… Read more
after my 3rd option was cancelled. My luggage left on the apparently cancelled flight, then I boarded the flight I originally asked for which was approximately 25% full. Lodged a formal complaint through Qantas, never received a reply but I eventually got my luggage back and got home.
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