AI reviews summary
Warning for Parents Traveling with Qantas Travelling Taipei to Adelaide as a family of four (two children, aged 10 and 13). Following a short delay on the Taipei – Hong Kong leg, Qantas's airport team in Hong Kong prevented us from boarding our connecting QF30 — even though we had cleared immigration, were in the correct terminal, and had 25… Read more
minutes before the next flight left.
We were rebooked four hours later onto a non-Qantas flight where our kids was seated separately from both parents for nearly 10 hours, despite repeated requests at the gate, on board, and via the call centre. Our 10 year old was quite distressed.
Qantas offered no help at the time, and have since offered nothing more than what appears to be an AI generated template apology.
We even paid for seat selection and extra leg room seats are are being refused a refund!
Business class so small I could barely get out of my seat. A seat that didnt work and couldnt recline which was a running joke amongst the crew. No seats worked. No air conditioning. I didnt think it possible but they some how managed to make the toilet smaller. The food was some slop a child made - badly. Just the bottom of the barrel 3rd world. Avoid qantas Show details
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
Reviews with attachments
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.
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.
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.
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
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.
In-flight service is always excellent. The flight attendants treat passengers with genuine hospitality and respect. However, Qantas cancelled our family’s tickets without notifying us, which gave us a huge shock at the airport check-in gates. Be extremely careful about this kind of issue. Show details
Avoid Bangkok Airways (Associated with Qantas) – First and Last Time! I booked a return flight from Sydney to Bangkok for $1,100, thinking it was a premium airline because of all the Qantas branding. Big mistake. Even though Qantas badges are everywhere, they won’t honour your frequent flyer points when you book with Bangkok Airways. The… Read more
experience was awful from start to finish. The crew were unfriendly, stingy with water, and gave me dirty looks when I politely asked for a bottle. I paid extra for a window seat, showed proof at check-in, yet the staff still refused to honour it. Completely unprofessional.
Customer service is non-existent. Both Bangkok Airways and Qantas seem happy to take your money but don’t care about passengers once they have it. Everything about this airline felt cheap, rude, and disorganised.
This was my first—and definitely my last—time booking with Bangkok Airways. I’d recommend avoiding them at all costs, unless you’re truly desperate to fly.
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Will try and keep this short and sweet. Basically the worst customer service experiences I've probably every had in my life. Recently booked a return flight from Australia to France. On the morning of the flight, received an email stating that my last leg of the flight had been cancelled, and they'd booked me onto another flight 2 days later, just… Read more
assuming I'd be chill being left stranded in a completely different country I had no intention of travelling to. LOL. just lol. After waiting 1.5 hours to to get through over the phone (on the literal morning of my flight), and without being able to provide me with any other viable options to get me where I needed to be in a reasonable timeframe, they agreed to cancel my flight and refund me in full, so I could book a last minute alternative with a different airline. The customer service rep I spoke to advised me this refund would be received within a few days. Turns out a few days to Qantas is actually 6 weeks, and only because I eventually lodged a formal complaint.
Just this evening I booked domestic flight. The website glitched out and gave me a generic error message whilst loading the confirmation page for my purchased tickets. I didn't receive any confirmation of my tickets (shock), but you guessed it - still got billed. 2 hours. LET ME REPEAT - 2 HOURS of wait time to reach customer service over the phone and it's now sorted. I literally answered the call in the shower and it felt what I imagine winning the lottery might be like.
I didn't manage to keep this short, or particularly sweet, but its Qantas we're talking about and the standards are low. How this company went from being such a highly respected, quality Aussie brand to the trash heap it is now is honestly fascinating. Someone needs to make a doco about it, I'd watch it for sure. The end.
My company purchased two flights to PNG in A SINGLE TRANSACTION, paid for by our Managing Director (who was also one of the travelers) using his personal credit card. Unfortunately, the second traveler became unwell and was unable to take the flight. When we requested a refund, Qantas advised that a travel voucher would be issued in the name of… Read more
the person who couldn't travel....despite the fact that he neither booked nor paid for the flight! WHERE IS THE LOGIC??? Now that employee has been fired but still has that amazing voucher he didn't pay for... SO ANGRY WITH QANTAS. Look at their ridiculous email.
Had a very unpleasant experience flying qantas. Recently flew the LAX-SYD leg on their A380 (15hrs). It was a full flight. I am quite a short person but even I was crammed in so tight with barely any leg room for the 15 hour flight. The space was so small, when my bag opened and stuff fell out, I couldn’t even lean down to find it all and ended up… Read more
leaving items on the plane. I ordered a vegetarian meal (eggs/dairy ok) and both meals were inedible - a stale bun, a few measily pieces of fruit and the hot meal was rice chickpeas and sad spinach. It made no sense that my meal was so bad, when they had a vegetarian meal option anyway which I could have just had (pasta for dinner, fruit platter with yoghurt and muffin for breakfast). Had I known the standard meal would have been much better than mine, I would not have pre ordered. The meal services was exceptionally slow, it took them 3-4 hours to complete dinner and remove trays. For breakfast, they were still serving us 1 hour before landing, and I was not even at the back of the plane. They ran out of eggs as an option and so the only option for most people was that fruit platter. Even though they were so far behind, the crew were taking their time to serve people their food. The crew served the two men beside me their drinks, and then forgot me, I had to flag her down. I asked for a tea with milk and it was ICE cold, because of how long it had been sitting on the cart. Then they were quickly rushing around clearing everyone’s trays as we were beginning landing. I also can’t believe that it’s 2025 and so many airlines have wifi available on board, yet qantas still don’t. The USB charging port on the arm chair was broken and didn’t charge. Their selection of entertainment was sub par, and my screen barely worked, I had to press it multiple times to get it to respond and even then it was intermittently opening random things. For the price qantas charges, their service and product is not up to standard. I feel ashamed that this is our national airline :(
Would prefer 0 stars 21.25 and Just received the expected message that my data has been breached. Over 12 hours since the hack became public knowledge. Cannot change my pin (which shares some characters with some of my other passwords) from the app, and rang the helpline. Turns out to be FF and recorded message advised they are only open until… Read more
19.00 (2 hours ago) Went to the FAQ site and response to searching “data breach” is zilch NONE of this is Good enough.
Latest follow-ups
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 am writing to express my extreme dissatisfaction with Qantas's service on a recent flight involving my elderly parents, one of whom is disabled. I booked wheelchair assistance for my father well in advance, but upon arrival for their connecting… Read more
flight, they were completely abandoned at the airport. Despite the prior arrangement, no one from Qantas was there to assist them, leaving them stranded and helpless. This is a complete failure of duty of care and utterly unacceptable treatment. I am deeply disappointed and demand a thorough investigation into this matter.
Follow-up · No one help me even if we call qantas no one reply
Mother in-laws flight from Sydney to Jakarta. She told me the meal which was special meal. The rice was not fully cooked properly. She did not complain on board because she very shy only travel third time in her life. So I complained to Qantas and… Read more
received a generic answer. The fact that uncooked or incorrectly cooked food can cause food poisoning does not rate a proper investigation. I would like no stars if I could. Thanks Qantas I won't be booking again. That's me and my relatives. well done. Fantastic customer service
Follow-up · Muslim meal. Rice was not cooked fully.
Positive reviews
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
Dear Qantas Customer Care Team, I am writing to formally express my sincere appreciation for the outstanding service provided by Ms. Tania Chua on our flight from Singapore to Brisbane on 9 February. My sister and I were returning from a very emotional trip overseas, and we were physically and emotionally exhausted. During boarding, we… Read more
experienced a distressing situation regarding duty-free items, which left us feeling overwhelmed.
Ms. Chua stepped in with exceptional professionalism, calm leadership, and genuine compassion. She listened carefully, handled the matter with confidence and respect, and resolved the issue promptly. Most importantly, she treated us with dignity during a moment when we truly needed understanding and support.
Her conduct reflects the highest standards of customer service and leadership. Qantas is fortunate to have a representative of such integrity and professionalism.
Please extend our heartfelt thanks to Ms. Chua for her kindness and support.
Sincerely,
Lina Karakoula (on behalf of my siste
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I am writing this Review midair from Brisbane to Singapore from Capt Sharma. I have travelling since last 30 years around the world but I have never scene meals catering to all race creed and region . Best dessert. Attitude of crew was excellent and Stuart was above par Thanks Qantas Show details
Negative reviews
If you are planning on booking a flight through the Qantas website be VERY careful with your card details. I had my card details fraudulently used the day after I purchased flights through the Qantas website. I hadn't used this card for any online purchases for almost two weeks so it was most likely this payment that was the issue. Had to have my… Read more
card canceled. Now no card, just in time for my flight today. When I called Qantas to warn them that this had happened they did not care. Said they would have a manager call back but they did not.
We recently bought 3 return tickets from Sydney to Incheon (South Korea). It was a multi generational trip with myself, my elderly mother and young daughter. We specifically bought return tickets with Qantas Airways even though they were much more expensive than the other airlines. We specifically did not want to buy airline tickets through any… Read more
budget airlines as we did not want any delays or hiccups along the way. We had negative experiences with Jetstar back in 2014 from Sydney to Honolulu with our young family at that time and we were traumatised to a point where we vowed not to fly with them again!
A few days before our departure, we received an automated email stating that our Qantas Airways QF5507 had been changed to Jetstar!!! This naturally caused anxiety with my elderly mother and ourselves. Days prior to boarding, we booked wheelchair for my elderly mother. Jetstar staff refused to assist us and asked my mother at least 10 times whether she needed a wheelchair!! When we insisted for a wheelchair, JETSTAR staff told me to push my mother myself and my 10 year old daughter was now in charge of pushing 3 carry ons by herself. Imagine the stress we were in! When we boarded the flight, we were given small paper boxes of canteen food and a plastic cup of water and a piece of cake! That was it! On the way back from Incheon airport, same thing happened. Staff refused to assist and I had to push my elderly mother while my young daughter had the job of pushing the carry ons herself. If I wanted cheap and dirty service, I would have paid to travel with a budget airline. But I paid for 3 return exxy tickets to travel with Qantas but got palmed off to Jetstar in the end. Qantas did not refund us the gap for pushing us off to Jetstar! The budget airline Jetstar had no entertainment system on board. You had to bring your own device. We did not know that so we were not equipped with laptops and chargers. If you wanted a cable to connect you had to pay $40 on top!
Now we know to boycot Qantas as it affliates itself with Jetstar.
First time purchasing an international ticket from Qantas so I did not know there were 2 options when cancelling a reservation. I thought I was choosing a flight credit but I picked a tax refund which forfeited the $900 I paid for the flight. Who in their right mind would choose to forfeit money? Show details
Recent reviews
Flight QF 167 Melbourne to Christchurch 27/4. Supposed to board 8.30am. Still waiting at 8.50am. Just had communication that no permission to board has been given yet. What is wrong with this airline. Why can’t it run on to! Show details
@Qantas Very disappointing experience with the refund process. During cancellation, the system displayed the full fare amount but did not clearly show the actual refund after fees. I only became aware of an ~$800 difference once the refund was processed — by which point it was too late to choose a travel credit. Customer Care acknowledged the… Read more
lack of clarity but advised no action could be taken.
The issue is not fare rules, but transparency at the point of decision. Customers should be shown the true outcome before confirming.
I would have chosen a credit had this been clear.
If I could give zero stars I would. Crew onboard were rude and disrespectful. People on flight who spoke little to no English were treated far worse than those who did speak English. We could not keep count of the number of eye rolls given to customers on board. They collected rubbish in a small bag and then proceeded to ask other passengers to… Read more
remove the rubbish from the bags they were holding because the bag became full rather then empty or grab a new bag they had customers take out rubbish until they were ready to collect. When we landed we watched 3 people, one elderly and two who could not walk be wheeled out only to overhear staff tell family members it’s not their responsibility to assist family members and they must wheel them out themselves when on board we heard other staff members tell the family to walk ahead they will bring them. This was shocking. The food served on board was a snack pack it contained, an apple, dried fruit, muesli bar and a small fruit salad. This was a 5.5 hour flight we’ve received more on other short flights. Everyone was sitting on rubbish but staff refused to collect. We have flown with Qantas before and thought that was just a bad experience but it seems it’s just the Qantas experience on flight and off flight. Most definitely will never fly with Qantas ever again. For an airline that charge a lot you would think their standards will be of high quality. Would rather take my money elsewhere.
HOW LOW CAN QANTAS GO ? - Even Business Class passengers abandoned & left feeling “cheated”! My partner and I recently travelled Qantas Business Class to Santiago de Chile departing Brisbane - approximately a15 hour trip. We are both TOTALLY DISSATISFIED with every aspect of this trip: • Booking process - prices kept escalating during booking… Read more
process & impossible to get advertised prices on the selected days even though flexible with dates - The advertised prices were still available on the flights and days we had originally selected when we checked on another "anonymous" computer! • Flight cancellations & changes - after we had booked everything for our trip, Qantas 3months later cancelled and changed all our flight dates, times, route, carrier, aircraft, duration and transit times! • Changes had obvious mistakes & impossible flight schedules eg originally BNE-AUK-SCL changed to BNE-AUK-SYD-SCL (but AUK-SYD leg was day before depart BNE) and similar changes for return; • Only given options to accept changes (with all the extra costs eg accommodation to catch the 6am flight from BNE) or cancel and rebook at TWICE the cost - only "minor changes" covered in "fare rules". • Took almost 2 months to get hold of Qantas on phone - gave up after waiting on hold 30mins+ • Total intransigence to our needs from booking staff - "can't do that due to fare rules" even though Qantas had made the changes and what we suggested was available, shorter AND much cheaper. • When Qantas changed flights, our original seat selections were still available but couldn't select • Cancelled all our seat selections even though we booked 9 months in advance and gold FF status, • No access to seat selection after Qantas changes until at airport - we were seated 12 rows apart! • Refused to move any passengers unless we agreed to sit in the last two rows of business class; • Ran out of food - our top 2 meal selections were not available for main or dessert on both flights; • Completely missed our breakfasts - we were awake before serving started but ... • Only offered a "Fish Burger" for breakfast - we weren't given a choice AT ANY STAGE; • Served a meal that looked like somebody had already “started” to eat it; • Almost zero on-board service - took 4hrs before an attendant even came near us to offer a water • Grubby “business” lounges in Australia with almost no food selection • Forced to transit in SYD from 4:30pm until the very last flight instead of 3 earlier flights; • Even now, an exhausting, ongoing fight just to get the legitimate, eligible Partner Airline FF benefits to be allocated to both of us - they claim (without providing proof) points have already been allocated!
Instead of it being “The Trip of a Lifetime”, we found the whole process totally exhausting just trying to get what we had already paid for! The “experience” was appalling from start to finish with ZERO consideration for the customer - and despite this being the most expensive of all our trips we have undertaken with any airline over the past 50 years of extensive local and international travel. Overall, it was the worst airline experience ever and totally unacceptable.
It appears that Qantas has managed to inculcate price gouging, inflexibility, Intransigence to reasonable requests, and overall extremely poor customer service across the WHOLE BUSINESS through its anti-customer systems, processes, procedures and unconscionable “fare rules”.
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