Qantas
4,551 reviews
I have travelled alot internationally and have used many different carriers. I have flown on one Qantas return short domestic and one return international flight, both economy class. On all occasions I would have to say that in comparison to their competitors, the seats and food are suboptimal, especially onsidering the inflated prices. … Read more
After witnessing what they offered passengers in business class, if it were me, I would want my money back. The seats on both international flights had seperate issues and one flight didn't offer a pillow or blanket For breakfast on my most recent overseas trip I was presented with only what I could describe as something parents with no time would throw in a bag and give to their primary school children. It include a bottle of water, a small apple, packet of dried fruit, a muesli bar and tub of diced fruit. Sorry Qantas, not something I'm interested in enduring again.
Qantas together with a major shopping offer points that one can use for flights; gifts etc. Qantas will let you know by text ON THE DAY OF EXPIRY that your "Miles gathered" will be expiring at midnight. ALSO I Qantas's "feedback/Complaints" cannot be accessed. which says that getting people to spend money to gather points is a wrought.
I felt that I should share my terrible experience with Qantas money - they treated me appallingly! I recently applied for a credit card and whilst completing the application was understandably asked to submit either copies of payslips or bank statements to prove my salary submission. It also clearly said not to submit personal details such as tax… Read more
file numbers, etc. At the time I was away in the outback of Australia with at times barely an internet connection / phone signal. I therefore used my initiative by copy and pasting (without any personal information) bank details from two different banks clearly showing 3 weeks worth of my salary for my 2 jobs.
Then I began receiving endless phone calls, SMSs and emails from Manilla telling me that I needed to send them PDF copies of all documents already submitted. I may be female but am not totally st^pid! No way was I sending PDFs of documents containing bank details / tax file number, etc. etc. I had no way of deleting or printing the information, whilst I was away, but the Qantas Money team could not understand what I was saying and continued to endlessly harass me, to the extent where I was left with no option but to raise a complaint to Qantas Money Credit Cards, which was not even responded to correctly!!!! They completely ignored the fact that the complaint was to do with harassment and based the complaint on the rejection of my application - I TOTALLY REST MY CASE! THERE WAS ABSOLUTELY NO WAY THAT I WAS SENDING THEM 'BY EMAIL TO MANILLA' COPIES OF MY PERSONAL DETAILS CONTAINING DATA THAT THEY DID NOT LEGALLY REQUIRE - THERE WAS NO NEED FOR ME TO SHARE MY BANK DETAILS / TAX FILE NO. ETC - THESE PEOPLE ARE BREAKING THE LAW BY INSISTENTLY REQUESTING THIS INFORMATION!
I am therefore left with no option but to take this matter further to AFCA and OAIC as well as spreading the word on social media (from where I have read some most interesting comments regarding the Qantas outsourced centres, particularly that they do not understand potential customers and simply reject their applications, such as mine.
I have repeatedly requested recordings / transcripts of each and every call I made to / received from Qantas Money as well as a physical copy of the credit report that was run for me - under the data protection laws in Australia, I am fully entitled to receive this information but they simply ignore me. Last Friday I was told the following by [Name Removed], Head of Qantas Money (allegedly!):
"Dear Emma
Thank you for copying me on your email. I appreciate that this experience has been extremely difficult, and I understand your frustration.
I have asked my team to investigate this matter further with the bank, and address your requests. This will take some time, and given the weekend, it will not be resolved before close of business today.
I will reach out to you with an update by COB Tuesday.
Thank you for your understanding as we work through this matter.
Kind regards, [Name Removed] -- [Name Removed] Head of Qantas Money" .......... but you guessed it, I've not heard a word from anyone and still haven't received the paperwork or call recordings!
Please please please stay away from this dreadful company, all they are doing is exasperating potential customers, who will in turn spread the word and tell hundreds of 'non' potential customers, thus damaging the Qantas brand - they disgust me!
I have since applied to Virgin Money and should receive the credit card within the next few weeks - No Manilla outsourcing for them!
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.
During a recent Qantas flight from Tokyo to Melbourne, I sustained a medically diagnosed second-degree burn to my upper leg after a hot coffee spilled during inflight service. I had requested a coffee with oat milk and was provided the coffee and milk in two separate cups without lids. While handling the drinks in the confined seating area, the… Read more
hot coffee spilled onto my leg despite me wearing long pants and having a Qantas blanket covering me.
I immediately alerted cabin crew as I was in significant pain. While I was provided a burn treatment product, I was not provided cooling first aid such as cold water or a cold compress, nor guidance on how to properly cool the burn. At the time, my skin had blistered and later developed into an open wound.
Due to the confined aircraft bathroom space and limited mobility following the injury, it was extremely difficult to manage the burn myself. After arrival, I was also not directed toward any medical assistance despite later requiring multiple medical visits, wound care, and ongoing dressings over several weeks.
The injury significantly impacted my mobility, ability to work, and resulted in ongoing medical and transport expenses. I provided Qantas with medical documentation, photographs, and receipts, however they declined reimbursement and advised they considered the matter closed.
I am very disappointed by the overall handling of this experience and honestly so much expected better from Qantas
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.
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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.
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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!
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.
Latest follow-ups
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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… Read more
claim. In absolute disbelief I asked 3 times that I wanted to make a claim, only to be dismissed 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.
Follow-up · After a number of calls and pleading my claim, it all fell on deaf ears. We are just a number. Never Fly Qantas
The worst company ever. Just because I bouth my tickets with latam while they were still partners, and I had to fright with them first from Sydney to Melbourne before going overseas, they decided to charge me for the extra baggage again, stating… Read more
that Latam did not put in the system. To find out later while charging latam in Melbourne, that qantas did it on purpose because my extra bags were in the system. Went back to qantas attenders while still in Melbourne, was told by the lady that l wan right but she could not do a reimburssement at the airport and I would have to contact qantas by website. Really??????? And guess what, they do not replay back on the website, and on the phone they just transfer to one another and not one can help you. That’s is such a bad customer service.
Follow-up · They did not resolve anything.
I booked a flight from Sydney to Mount Gambier for Easter about 3 months before departure and in the last week before I was due to depart Qantas cancelled the Adelaide to Mount Gambier leg and left no options to continue with my journey. The… Read more
customer service team were absolutely terrible. I was transferred to the resolutions team but I was the one giving the resolutions. Staff were disinterested in my situation and presented a could not care less attitude. They lacked empathy or any compassion for the impact of the company's decision. The first I was made aware of it was an email that offered my a flight from Adelaide to Mount Gambier the day before I arrived This is the culture of the new Qantas. Ruthless. Cutting services, cutting staff and leaving customers stranded and out of pocket. Qantas cancelled the flight because they didn't think there were enough passengers booked or they were actually selling tickets to the flight they had already cancelled. If that is the case they should not be running the service and letting people book and pay for flights they don't intend to run. This ruined my Easter and left my family very disappointed. I intend to pursue Qantas until every cent from my cancelled journey is paid by them. Clearly the prosecutions and fines have not changed Qantas. They treat their customers with contempt. More severe action is needed to address their poor behaviour
Follow-up · Since writing this review I did receive a full refund from Qantas however this required a number of phone calls and written complaints. My return flight out of Mount Gambier was with regional express and Qantas would not refund the cost of this flights. I was able to cash in part of those a flight credit with rex to be used at another time though… Read more
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Positive reviews
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!
Booked hotel through Qantas Hotels. Spent almost $500 two months ahead but accidentally booked a hotel of the name I wanted but in the wrong city. Notified Qantas of issue within 7 minutes but Qantas refuse to provide a refund given T&Cs. Qantas blames the hotel for refusing to provide refund but won’t try different options such as refunding me and finding someone else for the booking. Qantas are still taking bookings for the same hotel. Show details
We flew from Queenstown to Melbourne The service from all the staff on board was outstanding! One of the air hostess on our flight was the longest serving, 55 years!!! Congratulations to her & thankyou to you & all the other air hostess ladies who all provided friendly caring service! The food was delicious too! Keep up the great work Qantas! Show details
Negative reviews
Here we go again. Flight to Hervey Bay delayed again 3 times. 3 gate charges in 5 minutes. Decided to move interstate to avoid flying with Qantas. Life is too short to spend so much time sitting in airports waiting for delayed and cancelled Qantas flights.
Cancelled my return flight Sydney to Melbourne and booked me in a flight 4 hours later which was also delayed. Didn’t land until 1.00a.m. There were other earlier flights but had to wait over 4 hours. No sensible, believable explanation. Infuriating because there is nothing you can do about it except complain, and there is nothing Qantas will do… Read more
about it. There is no offer of compensation, no empathy, no reasonable explanation, no accountability. Business as usual for Qantas, but my day and my next day negatively impacted. Distain for Qantas and their customer service.
Recently traveled to Hobart from Brisbane traveled there with Jetstar (the economy arm of Qantas . We booked in a set of golf clubs as well as bags The return journey was with Qantas we were charged $300 extra for the clubs I will never travel on Qantas again . Show details
Recent reviews
I’ve seen many bad reviews about Qantas here. I guess it’s no wonder the customer service attitude is also poor. The lady (Ann/Ana) I spoke to sounded very impatient and unfriendly when handling customer service calls. I expected a more professional and patient approach when handling customer enquiries, especially for travel changes and… Read more
cancellations. I guess it’s hopeless to expect their customer service to improve like other airlines. I’ll just call it a bad day!
Our recent experience with Qantas has been deeply disappointing and has highlighted what appears to be a significant decline in customer communication and support. Prior to our return journey from Singapore to Brisbane, we specifically purchased additional Qantas Points to facilitate a requested upgrade from Economy to Business Class. The upgrade… Read more
required 141,000 points - we ensured we had 144,500 points available and lodged the request well in advance.
What followed was an exceptionally frustrating experience.
Despite repeated follow-up calls - many made internationally at our own expense whilst overseas - we received virtually no meaningful communication, no proactive updates, and no genuine customer support. Each interaction resulted in the same outcome: no clarity, no ownership, and no resolution.
We fully appreciate that upgrades are never guaranteed. That is not the issue.
The issue is the complete lack of communication, customer care, and accountability throughout the process.
For a premium national carrier that promotes loyalty and customer experience as key pillars of its brand, the level of service we encountered was simply unacceptable. Whilst this may appear insignificant within the broader scope of a large corporation, experiences like this are exactly what impact everyday travellers and loyal customers most.
Unfortunately, this experience has left us with no confidence in Qantas moving forward. As a result, we will not be travelling with Qantas again and will be openly sharing our experience with friends, colleagues, and professional networks across platforms including Google and LinkedIn.
Disappointing communication. Disappointing support. Disappointing customer experience.
Qantas can - and should - do better.
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