Qantas
4,608 reviews
AI reviews summary
Pros
Cons
Verdict
Overall sentiment toward Qantas is mixed, with a distinct divide between frontline experiences and administrative or support functions. While many passengers appreciate the professionalism and warmth of onboard and airport crew members, a substantial number of reviews express deep frustration with operational reliability, customer service responsiveness, and baggage handling. Key takeaways indicate that while flights often proceed smoothly when uninterrupted, encountering delays, booking changes, or support inquiries can lead to significant friction and dissatisfaction.
Desperate to use the bathroom, i approached the one at the front of the plane as there were 3 other passengers waiting to use the ones at the back of the plane. I was told I couldn't go to the front one as that was for business class -8 people in total! How do they know i don't have a medical condition where I simply can't wait?! This was the… Read more
first Qantas flight I'd been back on in 3 decades. Now I remember one of the many reasons why I stopped flying with them.
Also pls end the Welcome to Country as we land. We learned in Darwin, the indigenous people actually don't like us city folks just randomly saying it, including at the footy. It has to relate to the particular place you are visiting with some background information about where you're visiting. So stop the virtue signalling QANTAS.
My overall experience with Qantas Pay is positive. The product was previously known as Qantas Travel Money and was managed through the Qantas Money app before being renamed Qantas Pay in May 2024. I find the current Qantas Pay app on iPhone easy to use. Being able to add money instantly through Apple Pay without a fee is particularly handy. I try… Read more
to use Qantas Pay for most of my purchases where it is accepted, as building my Qantas Points balance through everyday spending is one of the main reasons I use it.
In my experience, it works for the majority of purchases, both in store and online. Where an online site does not accept the card directly, I have often been able to use Apple Pay or PayPal with the Qantas Pay card instead. However, I have also encountered a number of online purchases where the prepaid Mastercard has been declined.
Recently, I specifically transferred funds into Qantas Pay to purchase flights. Earlier that day, I successfully purchased a Qantas flight through the Qantas app using my Qantas Pay card directly.
I then tried to book a flight through the Rex Airlines website, but the same card was declined despite sufficient funds being available. I tried both the card payment option and PayPal using the Qantas Pay card, but both were declined. PayPal displayed a message telling me to check with my card issuer before trying the card again.
The main frustration is that I had specifically moved the money into Qantas Pay for the flights. Cashing the funds back out to my normal bank account is not instant, with Qantas Pay advising that funds will generally be available within two business days. This means I now have to wait for the money to return before I can use those funds to book another way.
Overall, I still find Qantas Pay worthwhile and deliberately use it where I can to build my Qantas Points balance. The easy-to-use app and instant, fee-free Apple Pay top-ups are particularly handy. More consistent acceptance for online purchases, or faster cash-outs back to a bank account, would make it much more reliable.
I flew Qantas flight Qf 1655. Broome to Perth. 28 August 2026. Economy. Plane left about 25 minutes late, got to Perth about 20 minutes late. Service was excellent. Staff were friendly, attentive and helpful. Show details
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.
I have been transferred 7 times and hung up after 35 minutes. What has happened to this company. Great to hear that the idiot running it just got a large bonus. They are nothing g but common thieves Show details
Exceptional staff and outstanding care. At 7 weeks pregnant, I arrived at Melbourne Airport to board my flight to Perth when I suddenly experienced a fainting spell. From that moment on, every Qantas staff member I encountered went above and beyond to look after me. One lovely staff member quickly found me a seat, another retrieved my checked… Read more
baggage and organised a wheelchair, another rebooked me onto a later flight, and another personally accompanied me to my departure gate. On board, I was given the best available seat, invited to board first, and even offered a hot cup of tea.
Every single person I interacted with was kind, attentive, compassionate and incredibly professional. I felt genuinely cared for from start to finish during what could have been a very stressful experience.
Thank you to the wonderful Qantas team for your exceptional customer service and for making me feel so safe and supported. Your kindness meant more than you know.
Photos show the appalling state of the toilets and showers in the Business Class Lounge at Sydney Airport. Dirty stained toilets, mouldy showers and dirty sinks....felt cleaner before I went in! Show details
- +4
I recently took four Qantas flights - two regional on a Dash 8 and two between capital cities. In three of the four flights, one of which was business class, the tray table had not been cleaned - in the two Dash 8 flights they were disgusting. Also on one of the Dash 8 flights the magazine was torn and dirty, and so was the safety information card… Read more
which had some kind of dried goo clumped on the bottom edge.
I don't appreciate being wedged into a seat and having to face that kind of filth for an entire flight, let alone eat a snack off it. Qantas seems to have abandoned its commitment to providing a sanitary space for its passengers.
Qantas would not cancel 2pax for one leg of our booking to fly a week later due to a broken arm 2 days prior and needing surgery. Only offered $1000 to cancel all flights for 2pax that cost almost $6000 (4pax). But on return they cancelled our flights (4pax), couldn’t give extra leg room seats we paid for, only offered a refund and then if we… Read more
cancelled only offer $360pp.
Seems they can partially cancel a booking when suits them but only for absolute min. That you can’t fly home for without more $$$$!
Our flight to destination was fantastic and as booked but the lack of service has made us NEVER choose Quanta’s again! Qantas never notified us of our changes - Bangkok Airways had to!
May as well go with the cheapest carriers!!!!
Another claim for damaged baggage rejected. Unbelievable. We are grateful that the luggage made the tight connection from New Zealand but we are getting regular damage flying Qantas and not other airlines. Show details
I would like to thank the ladies on flight qf133 a very special flight as it was my first and my birthday the ladies made a fuss over me gifting me a key ring and a slice of cake and making sure I was comfortable and calm for the whole flight it’s a credit to qantas having this kind of staff on board it was truly amazing they all did a wonderfull job. Ty Show details
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Sydney to Christchurch Overpriced and terrible service. Both flights delayed for over an hour. Ran out of food options on outward flight. Business is truly rubbish TIP : Fly Emirates for same price and massively better experience. Never again! Show details
As a passenger I am always treated as if I am invisible by the airline employees of Qantas. I get on the aircraft and no acknowledgment. I get off the aircraft and no acknowledgement as the hostie always turns to another hostie to talk to them when I approach. I wear neat and good clothes. Qantas is Just a rude airline to do business or travel… Read more
with, in my opinion. This airline I have seen decline in quality customer service since mid eighties where you were respected as a paying passenger to what it is today - a total shame. I have seen some of the rudest interactions ever with passengers and Qantas employees especially in the last ten years - over such small and insignificant matters - way more than I thought I ever would. This review has been made by myself, a former Senior Commercial Pilot, now retired.
- +1
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.
Latest follow-ups
We arrived at Adelaide airport and met by a wheelchair which we booked and we were told it was booked from Kangaroo island all the way to arrival at Brisbane. At Adelaide we were taken the wrong way instead of into the airport he took us to the… Read more
front of the terminal in the rain until I said we had a connecting flight then took us back in the rain to the correct area to be told no you can’t come back this way now you have to go back to the front of the terminal and thru security there, again in the rain. We were so soaking, lucky I purchased a Qantas club pass for myself and mum where we borrowed a hairdryer to dry our clothes and hair. Then we get to Brisbane to be told the wheelchair wasn’t booked we arrived at gate 25 I think it was at the very end of the airport there was 3 wheelchairs just sitting there I asked if I could borrow one to take mum to the luggage pick up I was told no I had to wait for the golf cart to come and get her. They arrived and said we would have to wait for 2 other flights to arrive and disembark then they would take us all, we had people coming to pick us up we couldn’t wait. So we had to walk an 86 year old lady with major health conditions- heart problems back and need problems all the way. I was so angry I had to write this complaint.
Follow-up · No reply from Qantas. I suppose there complaints happen everyday there is probably to many to care about
Rubbish Airlines. Refuse to fly anymore for so many reasons to long to list here. Have to laugh hard when travelling internationally, when asked if I want to pay extra for a preferred airline. My response is, I will fly any Airline except Qantas and will pay extra not to. They are not surprised Show details
Follow-up · Had return flights from London to Brisbane in March, originally Emirates flights but were cancelled. My Cruises rebooked Qantas flights home. Was happy with quality of aircraft and service, big thank you to Vanessa Hudson for turning Qantas around after Allen Joyce destroyed the airline for nearly 2 decades
Becoming one of the worst airlines. Sadly Qantas is once again falling short. Took an international business flight to UK - food very average. Service average. On the return journey, only one of the stewards was helpful and friendly. The rest did… Read more
not seem to care. Now Qantas frequent flyer points have been devalued and they expire after 18 months - even if you gain points with shopping etc. Shame on Qantas.
Follow-up · Qantas still seems to value shareholders over regular customers. I still use Qantas, as keep hoping things will improve, although also now use other airlines. Qantas domestic flights are still very expensive unless you fly at ungodly hours. seats are cramped and snacks onboard are very basic. International business flight are still below average… Read more
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Positive reviews
Upon arriving in Sydney after 2 flights which originated in Chicago, I approached a security agent for directions. He did not hesitate, but took my suitcase and showed me where to check it. This agent set my suitcase on the conveyor belt. It was at that time that Agent Jasna Belovukovic began to check me in to my next flight. She then asked me if… Read more
I would like a window seat. I said i would. After Jasna saw that my final destination was Perth, she asked if I would like to fly straight there and not stop in Adelaide. I was so greatful that I began to cry! Before my trip, I was going over my itinerary with an agent in the United States and requested this same change. The agent told me it would cost an additional $900. At that point, i resolved to make the best of my itinerary. Therefore, I wish to thank the Security Agent and Agent Jasna. I reached my destination, Perth, at 3pm not after 9pm.I am very happy with Qantas Airlines and especially the Sidney Staff. Thank You, Rebecca Swerdon, 6881 Trailside Ave. Portage, Indiana 46368
We arrived home early morning very exhausted on a non Qantas flight The check in staff at Qantas Sydney and the supervisor present changed us to a much earlier flight home. They were so helpful and friendly which was greatly appreciated by us Show details
Been travelling with Qantas since 2005 and have been a loyal customer in all my travels accept for the 1 time my brother in law insisted we travel ANZ because we're Kiwis living in Oz and it was a cheaper fare to LA/Vegas in 2013. That was the last time we used the disgusting ANZ and have faithfully used Qantas since around the world and 6 more… Read more
times to the US. As a diabetic and recent stroke recipient, Qantas have been amazing in the delivery of first class service in flights, connecting international/national and general care of their customers. Keep up the great work Qantas, you're a credit to your country!
Negative reviews
When I called the Qantas call centre to request a refund of my Qantas Points (which had been mistakenly deducted by a Qantas call centre staff member in the first place), they mistakenly cancelled my flight instead. I NEVER requested my flight to be cancelled, and they never informed me that they had cancelled it. Absolutely unacceptable service. … Read more
On top of that, I can still see my flight details when I log into “My Bookings”, even though they told me that the flight is no longer active. It feels like a total scam.
I have called more than 10 times over the past month, and the situation seems to get worse every time I call. Yesterday, I was told that a supervisor would call me back within two hours, but I never received the call. I am still waiting for their call right now. Let’s see if they ever actually call me back.
This has been an incredibly frustrating and unacceptable experience.
Flying from Sydney to Christchurch after a connecting international flight. Sitting in Indonesia on way to Sydney get an email the flight is canceled and re booked to leave 8 hours later now arriving in New Zealand in the early hours of the following day. Wife drove down from Nelson to pick me up. I can not use enough hate filled words to convey… Read more
my opinion of this company one of the highest tax payer funded private business in Australia. The Albaneasy labour government blocks overseas carriers to protect this tax payer subsidized scam. Australia is worse in nearly every way than a developing Asian country in the way it rewards lairs and thief's as long as they are in the rich list or offer side kicks to the government. I thought the stepping down of Joyce was supposed to return integrity to this scam sham Qantas business. The days of selling tickets for non existing flights hmm is it in the past. DONT USE AUSTRALIAN BUSINESSES.. QANT. They don't give a thing who they p**s and trash on ! or what it does to your life. "Ok" Kidds so 3 days later find out . The back story is Qantas Over Booked the Flight on Saturday (Dont believe this can happen as an accident come on real in today's computer AI world???). I was told this while desperately trying to get to Christchurch. Is this a case of deliberately over booking as a deliberate business process filling flights to then bump the single seat passenger to fill later flights ?? I ended up using Air New Zealand to complete the trip. Well done Qantas. If this has happened to you write a review . Not like the government regulators in Australia give a.
Extremely disappointed with Qantas. I booked an international flight to Japan for next month through their website, expecting that if my travel plans changed, I would be able to manage and modify my booking online. Unfortunately, I couldn’t change my booking online. What is the point of allowing customers to book online if they can’t make a basic… Read more
change to their own booking online?
I contacted Qantas customer service hoping they could help, but instead I was told I would have to pay a cancellation/change fee AND purchase a new ticket at the current, much higher price. The new ticket price is significantly more expensive than what I originally paid.
This is extremely frustrating and feels like a terrible customer experience. I understand that airline fares have rules and conditions, but making it so difficult and expensive for a customer to simply change an existing booking is very disappointing.
For an airline that promotes itself as a premium Australian airline, I expected much better service, flexibility and support.
I regret booking with Qantas and will seriously reconsider using them in the future.
My advice: think carefully before booking Qantas. There are plenty of other airlines available, so compare your options before handing over your money.
Recent reviews
Qantas customer service on the phone is appalling. Continues lies and answers from a script. Won’t refund money from tickets never issued and the time wasted trying to get accurate information is excessive. Still waiting for a supervisor to return my call 4 weeks later despite being told it would be in the next 24 hours. Qantas has posted a profit from keeping people’s money for tickets never issued.
I hold silver‑gold tier status with China Southern, Air China and China Eastern frequent‑flyer programmes. Among all my airline memberships, Qantas Silver has delivered the most underwhelming experience. As a Qantas Silver (oneworld Ruby) member, I am disappointed by the very limited perks. There is no routine lounge access. There is also no… Read more
priority boarding, a basic benefit that equivalent status tiers from many other airlines provide.
My recent frustrating experience happened on flight QF503. I had pre‑selected my seat via the Qantas app well before departure. At boarding, I was informed my seat had been reassigned to the very last row of the aircraft. No advance notification was sent, and no consultation was offered before changing my confirmed seat selection.
Having your pre‑booked seat moved without warning creates significant inconvenience. For frequent travellers, the value proposition of Qantas Silver status feels poor compared with peer‑level status on partner airlines. I hope Qantas can improve member benefits and respect pre‑selected seat arrangements.
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