They should change their slogan to Qantas Delaying Australia. Another cancelled flight. Wow. They give you a $15 voucher to sit in the airport for an extra 8 hours. Hopeless. Show details
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 customer service team were absolutely terrible. I was transferred to the resolutions team but I was the one… Read more
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
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
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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!
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!
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.
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
Had a nice flight from Briabane to Mackay, Customer service was good, she missed to bring me a drink but when confronted she did bring it with one extra as an apology with a good attitude. No delays and good plane. Show details
Latest follow-ups
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.
My flights are always cancelled or delayed whenever travelling from Canberra. When they are the only ones who now fly on a particular regional route, they treat customers with contempt and they have government regulators over a barrel. My flight… Read more
today was cancelled at 1150pm last night, as usual, due to "extreme mechanical issues". This is either nonsense as it usually is or they have shut down the local maintenance facility as they advised earlier in the year. I will never fly Qantas again. I could drive to my destination today and arrive 3 hours earlier than I will, instead of waking up to get an early flight that was cancelled, and hanging around an airport all d#mn day. These ancient Dash8 planes need permanently grounding and Qantas needs to be heavily fined for the way they treat the public.
Follow-up · Qantas gave me 10000 points and a form letter response. Not good enough. I'll be cashing those in on a BWS voucher and cancelling my membership. I'd rather crawl over broken glass to reach my destination than to put my trust in them again.
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Qantas is a disgrace. The planes are dirty, service non existent, food is pig swill. I cannot believe nothing has been done to improve this shoddy carrier. I am a qff & 1 of the millions hacked. The CEO generic email to all, emphasizing their… Read more
concerns blah! Blah! Blah! A 1800 number was provided 24/7 service to support those hacked. I phoned this number -" 4-5 day wait" but that was now weeks ago. My account is locked, I cannot receive code/pin sms sent as part of security- It just does not happen. I do not receive online check in prompts, I do not receive notifications re delays & cancellations (fairly significant with qantas). I have called qff support multiple times & been passed around to multiple services. Now the response is "it's already been escalated" despite me advising I have been told the same things for weeks. Wake up qantas you are making a fortune out of Australian travellers & workers who have limited choices to fly in australia. Your customer support team are very pleasant & very limited in what they are able to do. I have requested to speak to a manager but apparently this is not an option. When is something going to be done to get this company to comply & meet their service agreements.
Follow-up · My experience continues to be pathetic, disgraceful & very typical of the bullying organisation that is Qantas. Not a single thing has been done to resolve my issues with being locked out of my account or able to receive any qantas sms- including the code to access my account. They are very good at sending emails seeking feed back & then the usual "we care" "we understand your frustration" blah! Blah! Blah!
Positive reviews
Shout out to Vito Romeo, from the baggage service desk, domestic flights from Melbourne Airport. To help us track down our suitcase that a passenger took from an international arrival flight. He investigated thoroughly, informed, and reported the issue straight away, and provided the best customer service while we were stressed. Without his assistance, we would've lost the suitcase. Thank you so much, Vito :)
Flight from Sydney to Perth Sunday 19/10 arrived 10pm (home for me) amazing staff boarding process in Sydney was impeccable !! Landing can’t believe didn’t even feel it Food stunning - staff just beautiful Show details
I had the best experience lately with their customer service. I had called to see if anything could be done about a flight I needed to change that I had booked with points. The lady on the line was amazing and so helpful (which to be honest I wasn’t expecting), and I could not have asked for better assistance. Show details
Negative reviews
Qantas A321XLR is the most uncomfortable flying experience I have ever had, this includes against airlines like Tiger Air and Ryanair. Qantas seriously need to reconsider this whole experience and I won't be flying on an A321XLR route again if this is where their service standard will be. Whoever designed the guest experience on this plane… Read more
clearly has not been a passenger on this plane. The removal of seatback screens and installation of 60W ports for USB-C has encouraged everyone to bring their own devices, making it a very uncomfortable flight to even go to the bathroom anymore. People refuse to move, refuse to close their laptops. It's a very claustrophobic experience because suddenly everyone has cables and devices everywhere. It's like a computer lab gone wrong.
That fight is, if you can even get to the bathroom. On the Perth to Sydney flight, it's inevitable that most people will need the bathroom at least once. With only two bathrooms at the back for economy, the queue was MORE THAN TEN PEOPLE for most of the time I was onboard.
In the latter five to ten rows, that means the person in the aisle seat has someone's crotch at face level for most of the flight. People having to push and shove past eachother down the narrow aisle for the way in and out. By the time you get into the bathroom, they have redesigned the mechanism of the door to make it about as difficult as the rest of the plane. What was wrong with existing doors?
I don't care if this plane helps them fly further, all it has encouraged me to do is not fly them at all. Their 'enhanced experience' of these new planes is in fact a backwards move and makes the existing Virgin Australia 737 experience feel like an absolute luxury. Will be using the rest of my Qantas points to fly Jetstar for a more comfortable experience instead, where the lack of power prevents people from having 4000 cables and devices, and then won't be flying the Qantas group at all.
Do NOT fly Quantas. Our flight from Hobart to Melbourne was repeatedly delayed for over four hours. Then when we finally boarded and fastened our seat belts, we had to get ⁹off again because of "engine troublesl." Now we're waiting for another flight, with no assurance of when this might be arranged. We're on a 14-day tour from the U.S. … Read more
Quantas has wiped out an entire day of this expensive trip. Australia should prevent this company from continuing operations. I'm asking my tour company to sue for a refund.
Extremely poor experience with Qantas. Do you know the feeling when you communicate with a badly written AI chatbot? it tries to be helpful but clearly does not comprehend at all what you're asking it? imagine the same thing but with a person... that unlike AI, they intentionally block you from talking with supervisor, who can actually help.… Read more
During the conversation I had with the call center representative, I asked: am I talking with AI or a person? simply because it was hard to believe that a person can be so incompetent.
I accidentally booked a flight for the wrong month and realised the mistake almost immediately. Within about a minute of completing the booking I called the Qantas call centre to correct the date. The agent confirmed the change had been processed, but I never received any updated confirmation email or itinerary.
On the day of travel I arrived at the airport based on the time shown in my original booking confirmation. I was then told the flight had been moved to a different time and had already departed. Because Qantas never sent any confirmation of the change, I had no way of knowing the updated departure time.
Despite this, I was required to pay an additional $548 to get onto another flight.
Trying to clarify the situation with customer service afterwards made things worse. The first representative I spoke with struggled significantly to understand even very basic explanations of the issue. The conversation went in circles for around 30 minutes with me repeating the same information multiple times. It was clear the level of English comprehension was not sufficient to handle even a straightforward request.
I asked several times to speak with a supervisor but the representative repeatedly insisted on continuing the conversation despite clearly not understanding the problem.
When I was eventually transferred to a supervisor, they understood the situation within 30 seconds and said they would investigate and call me back.
What should have been a simple correction made within minutes of booking turned into a missed flight, a $548 charge, and an exhausting customer service experience.
For an airline that markets itself as a premium carrier, the lack of communication, failure to send updated booking confirmation, and inadequate customer support are unacceptable.
Recent reviews
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
Refund Pending - 5YTHQR SINCE JULY 24TH 2021 – Cancelled my classic reward flights made and paid for Jan 23rd for a trip to Tasmania 6th September. Due to coivd terms and conditions was able to cancel online 24th JULY for full refund. Finally November 12th received an email That points would be returned IMMEDIATELY (DONE) and cash refund within 5 working days. Been 7 weeks still waiting for… Read more
money to be returned to my C/C.
After calling the FF program someone called sheila SAID SHE WOULD call me back nothing has been resolved. Needless to add Sheila never called back. Filled in the form a couple of times as well no response and no CASH refund.
Qantas claim they are busy and refunds made in 12 weeks so dont call us unless flying within 24hours or urgent. Hiding behind the excuse and covid.....
I want someone to ensure I GET MY CASH REFUND....
Disgruntled customer
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Neighbour Free seat upgrade options I cannot believe that Qantas are now offering a neighbour free payment option to keep the seat vacant if you book a window or isle seat!! But if you read the fine print, you may not get the 'neighbour free seat' if flight operations change. (In laymen's terms) you may have someone sitting next to you and they… Read more
refund your money OR move you to another area, where there is a free seat next to you because the flight isn't full. They are guaranteeing you NOTHING. Money grab
Disappointing and pathetic service, pay for a specific up front seat for extra cost and then they change it without notice to the very rear. When call their service / help line they are no help at all, just say more or less too bad nothing we can do, no wonder they are no longer highly rated. Show details
Qantas sux what a trash show Virgin is so better booked a seat, a week in advance, go to get on the plane and i’m stuffed in the middle seat. Down hill Qantas service down hill customer satisfaction down hill basically you suck bigtime Show details
Qantas continues to get the basic stuff wrong in 2026. My cat was booked via JetPets to travel from Newcastle to Townsville and was refused boarding because of a heat warning from the previous day that had already been cancelled. Townsville’s forecast arrival temperature was 29 degrees, well below the 35-degree threshold. The freight/cargo phone… Read more
number JetPets staff were trying to call went unanswered. All Qantas needed to do was their job and formally cancel the warning. Instead, my partner had to drive an hour to the airport to drop our cat off, then drive back to pick her up, only to repeat the entire round trip the next day.
Get your act together, Qantas. This is exactly why I personally always fly Virgin.
Failed bookings through Website/Poli - Refusing to refund 3 bookings (totalling $3553.48) – A truly unbelievable experience getting stuffed around by QANTAS customer care, using overseas resources who have no idea and just give 'standard' responses. Despite having all the evidence to detail what has gone wrong (with their booking and Poli system), they advise to go through my financial institution. My bank says that the 3 transactions… Read more
went through and were received by QANTAS but cannot retrieve the amounts as they have had no responses to their many requests to resolve in over 45 days. It has been over 3 months this has been going on and am still $3.5k out of pocket! I am being told to seek legal advice, but that is rarely a fruitful exercise. This has been such a nightmare. I would say, that in my last 10 years flying QANTAS, they HAVE BEEN a fantastic service provider, up until early 2021. In ten years (and probably circa 400 flights) i think i only had 1 properly late flight and never any mis-placed luggage. Despite their gradual ratchetting back of their FF service, they still provided an excellent flying experience through the last decade. Such a disappointment from what was a great Australian company.
I have to use Qantas monthly as part of my job. They never leave on time, I mean never. My bag has been lost many times also. Plane changes, redirected flights, plane changes. Who is running this circus!
Beware of qantas. They had one only check in baggage policy nowdays. Eventough i bring 2 small bagagge and in total of 22 kg. Sure they let me check my baggage in. But no, they charge you $150 if you add additional baggage. Even the small luggage is only 11kg each. Surely it save more space if you bring 2 small, rather than one big one. And the… Read more
customer service didnt help. Its fine if its budget airline but this is not. I never experience this in any other airlines, so dissapponting
I always avoid QANTAS when I can. I can't always, but to make up for it I do my best to make sure my field teams never fly QANTAS either. I have done this since on a flight from Sydney to Brisbane someone took my seat. When I said 'excuse me, looks like you are in my seat' she blew up and said she had lost her boarding pass but this seat next to… Read more
her friend was definitely hers. Staff eventually intervened (why should I have to deal with people like this?)- and told me I cant just choose where to sit. I showed her my boarding pass, but the overweight woman just kept going on loudly. In time the plane was taking off and the 'hostess' just fled. She said 'just find a seat' , I looked around and asked 'where?' As i could not see any seat. So I had to just stand there the entire trip. Safety my eye. So sorry you lost your job during COVID lady.
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UPDATE: There was a clear change with QANTAS customer service following the departure of the… Read more