June 2011 - was flying back from Brisbane to Sydney on Sunday with my wife and two young children after a wedding. Arrived at the airport at 2.30pm in plenty of time for our 4pm flight. Announcement heard over loudspeaker that several flights including ours were cancelled due to the Chilean volcanic ash cloud over Australia. Okay, we think - this is a safety issue. Shouldn't take long to resolve once the cloud clears. And by 6pm, the flights had started again. Only problem was that flights BEFORE and AFTER ours were taking off and going ho...me. Time after time we would look expectantly at the board only to see ANOTHER flight after ours taking off! Up and down several times to the Desk only to be given some vouchers for food at the nearby shop and "this was due to the ash cloud" and to be patient! Ended up waiting for SEVEN hours before our flight (a 767) finally came. Children crying, my wife and I were exhausted. By the time we got home (nearly midnight), had to take the next day off work as I was so tired. Some time later, I found out that our flight's extended delay had nothing to do with safety, but everything to do with money: Qantas wanted to pick up all the standby flight passengers that had been building up due to the delays and so had waited until they could fill a larger plane with these! When I found this out, I wrote a letter of complaint to the CEO (which I don't believe he saw), and received two plane tickets in the mail, which I never used anyway.
Shocking customer service - actually zero, nil, none, refuses to answer phones or online chat
Tried using a credit voucher for return domestic flights: flights need to be booked using a link from the credit voucher. End price is $221 x 2 = $442 less my voucher $393.01 plus $99 fee for the privilege of booking online.
If I try to purchase flights (same day, times, flight numbers etc) on the Qantas site: $146 x 2 = $292 + $3 booking fee. But.... can't use the voucher.
Phoned Qantas: now listening to terrible Musak for over an hour, despite the assurance of being available 24/7.
Quote: Customer support
Here's how to get in contact with us, 24 hours a day.
Tried opening the page where there is customer service available. This is the message:
Our WebChat service is available 7am-7pm (AEST), seven days a week....
Qantas App is flakey and misleading
I repeatedly have issues with functional reliability of QANTAS interfaces, both App & online portals. Staff attitude is refective of the decline in the company’s visibly toxic culture. Increased cancellations and flight delays. FF for 15 years and the slow death of QANTAS is now apparent and sad. Taking my custom elsewhere. Stock holding sold today.
Why the Quantas delays?
2 hour take off delay from Sydney to Brisbane on 18/9 so missed Hervey Bay flight 1 hour delay 23/9 . Announcement in Sydney made 45 minutes after initial take-off time - no regard for waiting customers - I guess we dont have a choice. Numerous announcements of other delays - feeble excuses. Have used airline over 30 years and this is new. What is happening - cost cutting- what about safety I wonder- all in the Spirit of Australia- yes and no beverage in flight and no voucher prior to take off. Feedback survey badly designed - no option for "N/A"or comments.
Try to contact to Qantas, there is no options here
I tried several times to book in online even it stated 24 hours before, but no luck. I tried to call with waiting time over three hours. You can have an option to leave details and they call you, but didn't work. Not the company should have enough staff and pay less CEO?
Pay premium for multiple delays completely ruining our plans yet again.
I booked Qantas because they’re supposed to be more time efficient and reliable than some of the cheaper airlines due to some very important commitments in Sydney. Our flight has been delayed for the 3rd time in a row while other flights to Sydney continue to go through without a hitch. My wife has now missed a medical appointment and we have are going to be late for important function. No food vouchers, not even an apology. VERY disappointed with Qantas and it looks like Virgin has just won my business for future flights.
Another rubbish day thanks Qantas.
Qantas flight cancelled again. This is a recurring theme with my Qantas work trips. My colleagues changed their flight but I was told I couldn't because all flights were booked.
Our flight from Sydney to Melbourne was delayed by 30 mins and as we had a connecting flight to Devonport with a 20 min turnaround we were getting concerned. Our flight attendant reassured us we would make it. Towards the end of the flight we were moved to the front of the plane and were told the plane would wait for us. We made it 4 mins before takeoff, and our bags made it too! As we normally take cheaper flights we were happy with the refreshments offered. Great service!
Excellent customer service
I received an excellent customer service for my flight to Sydney. The service desk in Mel & Syd airport helped me to get the earliest flight available for my business trip.
Customer couldn’t care less
Upon queuing to board a plane, my partner and I were confronted by a service staff member who without saying anything to us, reached across and snatched our drinks from our hands and threw them into a bin.
Finding this rude and undignified, we contacted customer care to express our dissatisfaction with their service, Qantas response was that their staff member acted appropriately. Feeling like I’d just been spat on for asking why did you slap me? The two persons I dealt with on the phone would lie and make unjustifiable comments, when asked to...
- Verified customer
Flight cancelled last minutes
Got message that your Flight cancelled, and tried to call them waiting for 2 hours on the phone no one answering. Worst customer service in the world, never travel with Qantas.
Virgin all the way
Tried to book flights online but system kept not accepting payment when finalising airfares generic issue apparently.
I had a great price airfare and wanted to pay .
Finally restarted again and redid flights and $60more expensive . It accepted payment but very annoyed. Then received an email stating they were holding g the previous flights for 12 hours which was the cheaper option.
Trying to Contact Qantas is impossible absolutely no service at all,
Tried to call a few times voicemail of course and they offer to call you back as delays up to 3 hours to talk to anyone .
24 hours later no call backs
Don’t waste your time trying to contact them
What an absolutely terrible so called support centre .
Virgin beats them hands down
Jetstar and Qantas incompetence
Booked my Jetstar flight through Qantas on well-earned points and arrived at Adelaide airport tonight to checkin only to be told that the 19:10 flight to Sydney was cancelled. Never received any prior notification from either Jetstar or Qantas , if I had I could have secured a seat on an alternative flight. This has happened to me twice within the last 4 months. Fed up with the nonchalant reception you receive from Jetstar & Qantas customer service at the airport. Told that the two systems don’t talk to each other and due to privacy laws Jetsta...r do not have access to my contact details. Yes blame the system! Treated like a second class citizen because I chose to use my points. Appalling behaviour and not going to be subjected again to such sub-standard service. Get your act together!
Disgusting Customer Service
I am absolutely disgusted with Quantas customer service ..
I am a Fifo Worker .. Fly regularly from Brisbane to Broome ..
No trip is a joy .. But a big headache... Flghts are Constantly late .. My Baggage gets lost and Flight canceled because no Pilot's ..
There is constant long queues to check in
When baggage is lost the attitude of staff is terrible..
They don't seem to care ..
Why do we pay this Airline high costs for flights for Deplorable service
Lift your game Quantas
Terrible customer service
My online check-in wouldnt work. Called customer service and i was kept on hold for 30min. i was also offered for a call back option but they said that I would have to wait for 2 hours until they call back.
I was making these phone calls at about 0930 Am and my flight was at 0315 pm. Terrible service
Qantas booking system for unaccompanied minors
I have been told I have to book an unaccompanied minor directly with the airline. This has taken 2 phone calls and then a 6hr wait time and then they hung up
On me by mistake. I have now been engaging in a text message conversation that has been going on for 3 hours. I have now been told I get to pay in addition to the $50 unaccompanied minor fee (fair enough) a $40 booking fee. Are you kidding me? I have no other option but book directly and this process has take over 2 days and I’m still not there yet. Ridiculous!
4 out 6 flights delayed
Just about every flight I go on is in some way delayed. Comms is poor. You pay premium prices and when something goes wrong they seek the cheapest way possible for the airline and screw the the passengers.
Worst service ever!!!!!
Cancelled my flight at midnight via text whilst I was asleep and have since cancelled the same fleet twice more time today - amount of work this has caused me is ridiculous and no ability to call and speak to someone is poor they make it that way so your stuck - horrible experience and I no miss an important meeting with customers!!!!
Hopeless service and care factor
Cancelled flight as was not full and provided another flight 4 hours later on a Friday night - Melbourne to Sydney. No priority given to get me onto another flight as they openly need to provide higher priority for flex tickets - no care attitude by the Qantas staff which was most upsetting. No refund offered even when pushed for it. Am a Qantas frequent flyer - will now provide Virgin with my business ongoing.
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