Customer service is no existent
Impossible to contact. I have tried on numerous days and get out on hold for over 3hrs. Tried their sms service thats worse keep asking same questions with no result. New record today over3 hrs.
Call back does not work
This is the most terrible service I have ever experienced. Followed call back option that QF was to call back with 2 hours, after 3 hours I assumed that no call back was going to happen, so I call back to be told waiting time was 1 hour 35 minutes more. Still waiting after 2 hours. What a shocking customer service surely the QF could provide more staff in their call centers. Imagine if you need to contact them. When you finally get through the call staff are very good, just not enough of them to answer the phone ina reasonable time
I am part of a group of 20 golfers who recently flew home from Bangkok to Brisbane and unfortunately through Sydney, and then Sydney to Brisbane with domestic. For some reason Qantas does not fly direct from Brisbane to Bangkok?? The plane from Bangkok was old and the service quite poor. We were scattered in rows from 45 backwards. For the one meal that we had there were three choices for dinner, ie pork, fish or chicken. By the time we were served the choice was chicken, chicken or chicken. My friend and I ordered two drinks, a bourbon an...d coke and a Bacardi and coke - sorry no Bacardi. Our young stewardess tried her best but she had nothing to work with. Breakfast consisted of a small muffin and something in a box, which we opened and closed again. Nobody really knew what it was. The most bizarre incident that happened was my friend and I booked the extra leg room seats and paid $109.95 each for both international legs. We had reserved our seats but for some reason my friend was moved across the aisle so another one of our group reserved the vacant seat and it cost him nothing.???? We can only assume that it was because he booked through Emirates??? To charge $109.95 for a seat over the bulk head was somewhat outlandish. The saga continued when we arrived in Sydney international airport. It took us two hours to go from International to Domestic (just next door). One of our group was on an earlier flight which he missed and was rerouted through Canberra. We got to Brisbane at 11.30am and he arrived at 2.00pm. So by the time we left Pattaya and got home to Brisbane it took us 23 hours. That is worse than coming home from Europe. Flying direct with other airlines we would have been home in 9 hours. It was OK apart from the: - terrible and somewhat un recognisable food on both international legs;
- Verified customer
I cant believe what just happened to my bookings
I booked a flight to HK from SYD with Qantas Jan 2019 departures Oct 2019. Payment was done thru my credit card thru POLI, it all when thru as its shown on my credit card statement. I was able to reach my booking thru the qantas frequent flyer website.
In July, I received an email about a change of my flight time and that was last time I checked my booking. 3 days before my departure i went back to check my flight status. I could not find my booking.
I contacted their CS on web chat and spent almost 3 hrs. Just to find out my flights was...
I would give it a zero if I could
I checked in my luggage 2 hours before flight and cleared custom immediately. There was no announcement on the flight. I got to gates and was told to hurry through the boarding gates. Just as I was doing this, as the plane was still stationed, I was told to go onto the next flight. I was then not given any help, stranded st the airport. Screamed at by a Singapore Airport Qantas manager named Cynthia and told to buy a new ticket. Qantas FF for 15 years. Business partner with Qantas too. Bye. I’m switching airlines and taking you to Fair Trading.
- Verified customer
Unfriendly to families, not a priority
Qantas sells bassinet seats to people who want extra legroom leaving families without possibility of getting their babies to sleep on long haul flights. We were not given a bassinet on all of the 4 legs of our journey to and from Australia (over 24 hours each way!!). We were very upset to hear this and have had no apologies from company since escalating a complaint. Disappointing that a national airline who markets itself as progressive is so short sighted.
Plane wouldn't start
Booked a Qantas flight from NZ to Brisbane however the plane wouldn't start. Spent 2.5 hours stuck on the plane waiting for them to fix it. Then is was cancelled, we exited the plane, hopped on a bus, got our luggage and had to go through customs again. We were then advised they'd have accommodation for us in Auckland however the advice was to go out door 2 and catch a shuttle. That wasn't overly helpful as there were many. We found out it was a yellow bus but it appeared there were a couple of yellows buses of which some did not go to your ...arranged hotel. Then the bus went past our hotel, the driver got off and we sat there waiting for the next driver. Was waiting for someone to say haha this was a practical joke. Thx to the Holiday Inn whom looked after us and feed us. That night I cancelled the flight which had been rescheduled for the next day at the same time however no attempt to put us on earlier flights and went with Virgin. That morning I arrived at the airport very early noticed Qantas was very busy but Virgin was not. Waiting for a refund. Hopefully the parents with kids on that flight survived the ordeal.
When did Qantas become a low budget Airline?
My family and I travelled from Singapore to Brisbane where we were separated on the flight which did not impress me at all.
I sat next to a young man on his first trip to Australia and I have to say I was extremely embarrassed at our national airline.
The food and drink service was beyond belief with dinner being a main meal only and with drinks hard to get.Breakfast was a small muffin in a serviette with a small container of approximately 5 or 6 small pieces of fruit.....I couldn't even get a coffee.
I will not be flying Qantas ever again especially after spending a good deal of money for my family 's flights and being treated like below budget class travellers.
High cost fare - low cost service
Flew Qantas Bali return. Both flights on time. We are regular o/s travellers and this is the first time we have used Qantas for many years. Apart from a basic meal served in a cardboard box this may have well been a budget carrier. The plane had a 3 by 3 three seating arrangement with a single isle meaning if you are seated toward the rear of the plane drink and food service took forever. The drink trolley followed the food trolley and we were one hour 15 mins into the flight before getting a drink. Getting a second drink was not an option. No ...menu provided. Mid flight only water offered . Only 2 toilets at rear of plane for economy. I feel the seating space was the worst I have encountered. Crew were pleasant but not well groomed - about what you would get at local pub. I feel the Bali route is treated as a cash cow by Qantas. There are other carriers - use them
My tween-aged daughters have been through hell the past few years so I paid for two premium economy seats for them to fly from the USA to Australia. They told me to not do it again as the two middle-aged men in front of them pushed their seats as far back as they could and they stared at their heads in their laps for the ENTIRE journey and got no sleep. The stewards never once tried to help. I may as well saved my self the extra $2,000 for something enjoyable in Australia.
hopeless customer service consistently
They offer a very poor SMS service which is useless (I've used it several times and consistently get misinformed or the sms service simply fail to reply),
The other way to speak to Qantas is by phone. But forget it, Qantas get a 1 star rating is because you can't even get a hold of them. Their 131313 phone number often means a wait time of up to 1 hour. Qantas are like dealing with Centrelink.
Traumatic Experience for my parents
I booked a flight for my parents from Manila to Brisbane and requested for a special assistance as they could hardly walk. They had a connecting flight in Sydney and it's their first time in Sydney Airport. They were left by themselves for an hour going around in circles at Sydney Airport and didn't know where to go. They were not able to board their original flight due to this chaos. I rang the Qantas customer service because my parents want me to book them to another airline on their way back to Manila due to this traumatic experience. But all they could offer is an apology and that assistance is only given if available which is really very poor customer service.
My SMSF loves Qantas and Jetstar
The more they scr&w their customers, the more money they make, and the more dividend my SMSF receives. Same with Telstra, the banks, etc. etc. More power to their bows. [Do I fly with with Jetstar? Not a chance. You get what you pay for. Do I fly with Qantas? Only Oz domestic travel.]
- Verified customer
Horrendous and Farcical
We traveled business class from Melbourne to NYC. With Qantas In transit in Los Angeles airline staff informed us that my wife’s suitcase did not get loaded but the bag would be on the next flight and we should speak to staff at JFK for the suitcase to be delivered to our hotel. 6 days later the bag has not arrived and my wife’s holiday has been largely ruined. On the first day we were informed the bag would arrive the following day. The following day we were informed the bag would come the next day. The next day we were told that the bag wa...s not lost but they did not know where it was and we would be updated. Six days later we do not have the missing suitcase or any sense from Qantas if we will ever see it again. Qantas has and provided the most appalling service and support and I would not recommend the airline to anyone as it is clear when the airline makes mistake and fails to deliver the service that passengers have paid a considerable sum for they simply do not care or have basic competence in customer service.
no star should be an option
I will never book Qantas again
Trying to find out the penalty to cancel flights to Hong kong given the unrest - on web there is NO email contact what so ever - only phone
I phoned and was advised 1.5 hrs wait - you gotta be joking
Last year too I had a bad experience too - booked all QF flights to Solomons - they code shared one with Solomon and when Air Solomon changed schedule forcing us to overnight in Brisbane - they were not interested - blamed Air Solomon even though it was a QF flight # My overseas will now only be Air Singapore - never again Qantas- and local anything but Qantas
Staff was rude and unhelpful
Needed to change some details spend hours and hours on phone
Flight was delayed by 16 hours
They made us sit at the airport and sleep on the floor
No compensation or apologies
After16 hours when I finally boarded my special mean which was selected Months and months before were not there.
Never flying with Qantas again
Misleading and deceptive conduct
I fly all the time ... Qantas is now bottom of my list ... well underneath even Jetstar. They booked me on another airline flying out of Singapore WITHOUT TELLING ME. The end result? I am stuck in the front terminal at Changi... unable to check in go through security and use the lounge that I have paid for. I might as well have flown sone cheap airline and not wasted 12 precious hours.
Unless they come to the party I will be taking legal action when I'm back in Australia.
- Verified customer
Shocking Airline - ashamed this is associated with Australia
This is pretty much the final straw with Qantas , I thought would give them one last chance by booking flights to Europe however after today will never use again even if they are the cheaper flights . First issue came this weekend when get a email on the 24-08-19 with no information just they have made changes to our flights and to contact their phone number . After calling their help line get the same automated message " we are experiencing a higher then usal amount of calls etc etc" . call back wait time over 3 hours . (this has been the sam...e standard message for over 4 years now how long does it take you a company to rectify the problem or just happy to keep lying to the public that they employee insufficient amount of call staff ? After leaving a call back I did some research online and found they reason they have been trying to call me our flight on the 10-09-19 between London and Amsterdam has been cancelled due to pilot strike . 3 hour later we finally get a call from a Qantas call center gentleman who had no knowledge and experience made several mistakes on the phone during our conversation and refused to provide his name . Long story short is he asked if we could fly a week later between London and Amsterdam WTH? I then asked about a refund of this flight and was offered only a fraction of the value compared to looking at the average cost of this flight online over a week . This isn’t taking into account the out of pocket costs we have now had to organise to get ourselves to Amsterdam that day and lost for pre booked ground transport etc which he advised accepted no responsibility for and said to claim it on travel insurance . (claiming 20 euro of ground transport with paying xxx amount of excesses I would be losing more money ) Have then asked to be transferred to manager and been on hold for over 2 hours now . No answer on Qantas other contacts like facebook or twitter as well. This company is renowned for poor customer service .
We just did a week in Honolulu, and flew Qantas from Sydney to Hawaii and back to Sydney again.
I still agree with Rainman, if you want to fly safe, then fly Qantas. The Crew were very professional and helpful, and the Boeing 747, although a bit noisy, was overall a pleasant experience flying in Business Class. We normally fly Economy, but managed to pick up some half price Business Class tickets for this flight, so it always pays to keep an eye on the Web for bargains.
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Questions & Answers
Prior to flying to JNB I noted eticket luggage was 66 kgs which is incorrect. Ten days I get a email stating it should be 30 kgs and if it is over that amount you will be charged - my luggage was 10 kgs over and tge charge was more that a new seat. I made a complaint and virtualy told we made a mistake and yiu pay. They offer 10,000 points a coffee mug. Trip over put in the last seat 74.
Prior to coming home I tried to select my seat - not available . I went to the airport three hours before departure and was told all seats allocated - you cannot mean to say all economy sears had been allocated 3 hours before the departure - and once again given row 74 - most likely this was there punishment for a person complaining to There no customer cars service,
I am calling my lawyer on Monday as Qantas stole my money in 3 areas of service ( services paid but not provided) I have contacted Qantas via email requesting refund, no answer from them, simply a joke in a civilised country. Will never again fly with Qantas, very sad to have Aussie carrier downgrading itself to “lying kangaroo” I will be sending email to 60 min and other media outlets to see if they are interested in the story ... question: Where and from whom get response from Qantas? Thanks Greg
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