Wow - customer service #fail
Have been trying to claim back some money they owe me and they have made a labyrinthine system to discourage and obfuscate any logical process.
Hours spent trying to resolve a simple query. All good until you need to claim or question something. There chat system is useless and there is no email address. Pathetic
Called to book flight 1.5-2.5 hour wait time according to the message
Hidden in their ivory towers Im sure the management pat themselves on the back and suck up big bonuses - the mentality of managing upwards rather than a customer focused approach. This is utterly disgraceful. Im not in a position to use internet bookings and to wait 1.5-2.5hours to get through to an operator just highlights their approach to customer experience - a stark difference to their shiny adverts which they spend millions on a year trying to convince us that they are a what they aren't. Shameful.
I had a return flight to Perth. First flight: old plane with NO ENTERTAINMENT options. If I had not downloaded the 'app' pre flight well too bad! no phone size entertainment for me. Sausage and mash in a box, with a cracker and Bega slice. Thats it. 2 wines allowed over 4 hrs, otherwise: the manager will come and 'speak with you'. Return flight- tablet on back of seat: yay! EXCEPT: the audio was out of control. Helen Mirren chattering gibberish like a mouse on ICE... waste of my patience now. No good talking to the Stewards: they are not tech e...xperts or resposible for this DEPLORABLE drop in standard and quality. I will Go Cheaper next time, no point in Qantas anymore. PS: they continually asked me to UPGRADE for days before the flight (28.12.19).... starting bid : $285!!!!!!!!
A Company in real trouble
Many touch points with this company was terrible. The whole culture of the organisation is poor and its systems don't work properly. No wonder staff are stressed.
My Qantas Experience
Travel Booked to go to Melbourne from Adelaide on the 12/1/20 on Qantas as I wanted to use a premium offering.
1) Text message received 5.47am
Your now rebooked onto flight JQ771 on January 12 from Adelaide at 11.35 arriving Melbourne at 1325 0. Check your new flight at Qantas.com/your booking or the Qantas App.
2) We arrive at the Adelaide airport to be told at the Qantas desk it’s a Jetstar flight and the Qantas flight has been suspended. Told to go to Jetstar service desk in Melbourne when we arrive.
- Verified customer
Bumped off flight
Qantas you make me cry
A few not so good things...
Firstly, my Qantas flight out of Australia was so delayed I literally had to run to catch my connecting flight, and I’d left myself two hours between flights. But you know planes can be delayed so can’t point too much blame here but keep reading...
Secondly, on my return flight - Qantas ‘kindly’ bumped me off my ticketed half eight A.M. flight from Sydney onto the half eleven flight. Their excuse for doing this was that the first plane off the ranks in the morning was smaller than they’d sold t...
Very hard to talk to anyone.
I had to cancel a flight recently and needed to discuss some details. I waited on hold for 1 and 1/2 hours the first attempt and didn't get through. I called again a few days later and waited over 2 hours on hold only to have the call drop out towards the end of the conversation. I thought all the big companies had fixed this type of poor customer service - obviously not.
I flew Melbourne - Perth return in economy class with Qantas. Wow! Hopeless! I thought being
Q A N T A S it would be a good experience but they’ve got the passengers packed in like sardines. So much so that when the person in front of you puts their seat back you have the top of their head in your face. Meals were hopelessly small. This is a half service airline. Gone is the panache of the Qantas brand.
Great Airplane to fly on nice and cheap and friendly staff on board good food and great business class
Great Airplane to fly on nice and cheap and friendly staff and helpful and great food and business class food is always great and great maintenance on board and clean
What Customer Service?
Ordered a product from the FF store and received an email advising that it was despatched with arrival due yesterday. Tracking simply no0t working throughout this 2 week period and when product didn't arrive I called qantas only to discover that the "Customer Service" department has now been outsourced to the phillipines and surprise, surprise - they have NEVER heard about what customer service actually is. Was told there has been a delay in shipping in spite of their email that advised the product had already been despatched. Was then advis...ed to be patient and wait only 3-4 more days for arrival. If the package fails to arrive, I was then advised to call back!!!!!! This company fails on every level of customer service - we also don't bother travelling any more since flying is the same sort of disasterous experience.
Irish ignorance is bliss
Qantas management appears to completely ignore customer service & satisfaction when one of their flights is two hours + late with the only (unbelievable) excuse that there is NO flight crew available.
Could not get an apology from them within the two week period stated on their website & no offer of compensation whatsoever. You would have expected at least a voucher. May have happened when Air Lingus was operational but should not ever be part of the Aussie experience.
No longer loyal Qantas customers
Have always flown Qantas...not anymore. Had a very long wait for our flights to Rockhampton and enquired about trying to swap for earlier one with spare seats. Rudely told have to purchase new tickets even though there were spare seats. Have swapped before without any problems. Thought Qantas was better than the others...no...just the same!
What a stuff up!
Thanks qantas. We flew from Brisbane to Sydney for our connecting flight to Dallas. The plane was delayed but as we were in transit with more than 40 mins thought we’d be okay. Also we had boarding passes for the connection. In Sydney we were bumped off the plane delayed a day to get to our destination. Not even an apology - treated as if it was a major hassle on their part. Not acceptable Qantas
My wife and I flew back from Perth last Friday night 3/01/20 on the last flight, the cabin crew were great & the flight was smooth.
We both sat in our seats & were greeted with a pillow & a blanket each which was sealed in a plastic bag.
It was a cold night so my wife opened up the bag & pulled out the blanket, in doing so there was a bad smell of vomit which wreaked through the blanket. then we looked at the pillows & noticed there were all stains over them. The pockets on the chairs in front of us where the Ipads & inflight books are kept had...
Price gouging in face of national fire emergency, price goes from $481 to $671 in two jumps in 1 Hour
Like many others I was looking to fly after being stranded by road closures due to bush fires.
The Qantas direct booking website timed out two times after seat selection, before I was able to make payment whilst trying to book airline tickets.
Each time I re-entered using stored data which only took minutes the price went up.
My previously selected seats showed as locked out from my previous booking attempt, but I could not recover my booking despite using my frequent flyer number.
On the third attempt I successfully booked seats at a $380 pen...
The whole experience left us COLD.
I booked flight from Perth to Melbourne 4 months in advance combining points + pay for my wife. It was A December flight QF 480....The week before the flight we were asked every day BY EMAIL, to upgrade to business, which we rejected. The flight was scheduled to leave at 0530 on 9/12/19.. The night before at 2300 received an email saying flight was cancelled and she was re scheduled to fly to Sydney at 0710. We tried phoning Qantas, we left urgent phone messages, of course no answer but thats because its Qantas. The flight to Sydney ( food was...yogurt and muffin) arrived and left her 15 mins to run to the connecting flight to Melbourne , no sorry, no communications at all. She made it with 3 mins to spare and she arrived in Melbourne jet lagged. The whole experience was pitiful. She has asked me never to fly with Qantas again EVER!! Virgin are just more accomplished than Qantas. But at least their management are well paid. I guess what we are saying is Qantas are like the ugly sister compared to its COMPETITON. W have tried to love Qantas without anything to love, its all about profit for them, this experience left us cold.
Don't accept a voucher instead of cash refund
I refunded a ticket and got a voucher instead of cash. The voucher lasts one year and said I get the cash back when it expired. I never got the refund. Contacting qantas was painful. I had to wait hours on the phone to contact them from overseas and got nothing. Don't waste your time.
My flight was cancelled and they offered to refund my points (as they should). 2 months later and no refund. Had to wait 2 hours on the phone for them to tell me there was an error. They then passed me onto another dept (waited another 2 hours)...these guys dont care and pass the buck. Will not be flying again.
The food and coffee is the worst I have had on any flight
Goldcoast to Melbourne
Food and coffee was the worst I have every had o any flight and it was a lunch time flight
you need to fix this as we are paying for it
4time a year
Qantas needs a new CEO
I fly regularly for work; Qantas consistently late flights, they always have an excuse and blame others for poor performance, over booked aircraft and no service at major airports. Avoid.
- Verified customer
Not family friendly * Do NOT travel with infant
I booked with Qantas.com as I am travelling with an infant. When I contacted Qantas regarding seat selection I was told I could have a window and middle seat, I would need to pay more for a preferred seat as all the regular aisle seats had been reserved. Travelling with an infant is stressful enough and having to ask people to get up every time you need to rock your infant is hard work. Qantas you are lacking family friendly service.
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