By far the most disreputable company in Australia
They are streets worse than Telstra and that is saying something. Hours waiting on the phone -often to no answer. Like other people's experiences with emails ignored. People being stranded and Qantas uncontactible. Holding onto refunds for far too long, or just not paying them back. There is just far too much to write about here. Their "service" before the bug struck was diabolical and they now have taken it to a whole new level below. About a year ago I had a problem with them that wasn't resolved. I wrote to the CEO about it, to no avail, als...o told them to have a look at their ratings. Of course they don't care about that either. How arrogant is that? No business worth its salt would want a rating like theirs. They (who ever "They" are) in Qantas don't even care much for their staff. It is not "The Spirit of Australia," not even close. Take your airline to another country, we don't want you "Calling Australia Home," it's not up to Australian standards by a long way. One star is far too much for this disgraceful organisation. Seems no government department can help turn the tide on this tired and retarded company.
Beware of their refund policy
Qantas are encouraging passengers to cancel their bookings due to the COVID-19 pandemic and receive flight vouchers for future travel. Those vouchers do have an expiry date at which time they become worthless.
Qantas policy clearly states that customers are entitled to a refund "If we cancel your flight and we cannot offer you suitable alternative arrangements".
However, there is no way of claiming a refund on their website with the "Customer Care"portal only offering credit vouchers for future flights.
I booked directly with Qantas and am stuck with this unsatisfactory arrangement. Friends who have booked through travel agents have all been offered refunds.
Where is the refund??
After multiple phone calls and multiple checks and cross checks with Qantas I'm still waiting for the refund of our two cancelled business class tickets to Europe end of March 2020. Tickets were booked through Qantas website. No travel agent involved!
Was in Spain en route to Amsterdam to fly home in June
Caught caught up in the Covid horror and had to return to Barcelona to fly home to sydney
Qantas would not allow us to change the departure airport from Amsterdam to Barcelona even when we offered to pay the difference neither did they offer a credit for the flight (which they were telling Australians they were doing)
They made us buy a brand new return ticket to get home from Barcelona and guess what when we got home our insurance doesnt cover Pandemics either
Cancelled air travel
I had multiple fligths booked with Qantas this year - for some I opted to take a credit voucher, and these finally show up in my account. For one return trip to Japan I opted for a refund, evem though this flight was for March 24th so was cancelled as the Gov't recommended no travel. Qantas said I could get a refund less $600 as a cancellation fee (great money making scheme) and I wuold get the refund in 10 days - later this increased to 45 days. As a ferevent believer in our National carrier who I unfailing supports and only fies Qantas, I am ...very disappointed in thier procedures - it isn't the staff but the executives who set the culture and values for the staff to emulate - boy are we in trouble. How can you aspire to be a National airline for our great country yet treat us like something you trod on. Pick up your game, and process quicker.
- Qantas International
- Verified customer
Almost forced me to fly during the coroniavirus.
From the start Qantas has been a nightmare with customer service. I saw a deadly virus was running across the globe and they basically had told me to fly or lose all flight money. Their call centre was leaving me on hold for up to 5 hours prior to the pandemic.
Also they went against their policy of offering a refund when they cancelled the flight because our government had banned international flights.
Now they have received government payments and they took my early seat selection money. Let's not forgot the voucher they gave me as a refund, which can't be used during peak times even though I booked in a so called peak time. I felt like I was dealing with a crime syndicate not a national airline.
QANTAS and COVID-19. The time customer service died ?
We flew QANTAS Tullamarine to Heathrow in early February 2020 with return tickets for mid-June. The QANTAS aircrew and ground staff were excellent on the flight from Melbourne to Heathrow.
After DFAT/Smartraveller advice suggesting travellers return to Australia, we tried rescheduling our return flights. We attempted to contact QANTAS via their website, using the QANTAS "Manage booking" option, only to be advised by the website "Call your QANTAS Office". We called the QANTAS London 'phone number, to listen to the recorded message. We were advi...
Awful company with awful service!
Booked a business class return ticket from Sydney to HK and the flight was cancelled before our trip back to Sydney. Was told by our agent that Qantas will only refund less than 1/4 of the original ticket price even when Qantas is the party initiated the cancellation. I called multiple times and my calls never went through. I wrote a complaint letter to Qantas customer service and no reply from them either. Extremely disappointed at their service standard.
Still waiting for my Frequent Flyer Points and Refund
Followed their request to go online and cancel/credit my classic rewards booking on the website there was NO option to credit the booking so I canceled it.
I haven't received a single email or phone call about my request. My flight was due to fly today and obviously the airline canceled it a few days ago, I thought great now I'll get my refund. Still no communication.
I've tried to call and every option I try on their number the line disconnects as soon as I make a selection. I've been a loyal customer for years. The COVID-19 situation is no excuse for a company to treat customers like rubbish take their money and slap them in the face with zero communication and then demand the government step in.
Just give me what I am owed!!!
Trying to impose $200 per person cancellation fee for Fares to Bali in June 2020
Keeping people's money in times of hardship
Be WARNED if you have made a flight booking with QF points and cash. QANTAS will treat the booking as a cash booking and will not give you the QANTAS FREQ FLYER cancellation options. The only way to cancel the flight is to pay $200 PER PERSON cancellation fee.
Too bad if you have lost your job. There is no way QF or any airline will be flying to Bali in June.
Where is the compassion? It is saved just for the TV CHAT, not from Customer Service.
No one will be flying to BALI in June but QF has only cancelled flights to 15 April.
What a joke and sad indictment on QANTAS.
Fly with someone else when the world resumes !!
Trip cancellation to Japan costing $ 4,000 but no refund. And, now QUANTAS wants a free Government Taxpayers support?
We cancelled our trip to Japan costing more than $ 4,000 but we were refunded only $500 of the Tax. And, now QUANTAS wants a free Government Taxpayers support? What a rip-off from the public. And claiming from the Insurance! Forget it. All be aware!
Recently My wife and I holidayed in the UK via QANTAS booking but flew Emirates all the way, on our return flight we received our tickets at Heathrow except my wife only received a ticket for as far as Dubai and was told the other ticket to get her home would be waiting for us at the Dubai airport so on we went to Dubai, when we got there however guess what no ticket, in fact we were told that the booking was cancelled straight after it was made and of course QANTAS tried to blame us for it, even though the ticket was paid for then we were told...there were no seats available on the flight so I had to leave my wife behind at Dubai airport to fight this out with Qantas, she was told the only way they could get here home within a day was if she paid for a first class ticket which she couldn't because she doesn't carry a credit card and she then found out that her debit card had expired while we were away, so she had no money, to cut the story short if it wasn't for the Emirates rep who promised me he would look after my wife, who took the phone from my crying and very stressed wife who had been trying to negotiate with Qantas for hours, said to them to stop stuffing around his customer and do what it takes to get her on a flight who knows how long it would have took before she had returned home. Thanks to the gentleman at Emirates and no thanks to Qantas.
Left us stranded in South America
We received no information with regards to our return flights with Qantas from South America and they were uncontactable. We were not able to bring forward our flights or make any changes to them online. We had to book new flights for our return and pay a small fortune only to find that these flights were cancelled. In the end we booked flights with LATAM which code share with Qantas and who allowed free changes. LATAM brought us home. I have since received an email from Qantas cancelling our return flights and offering a credit. Thanks for nothing Qantas, will not trust them again.
We were due to fly to Spain and Portugal via Dubai in mid April which is now obviously out of the question given that Qantas have cancelled all international flights and the government has placed a Do not travel ban on all international travel. The Smart Traveller email we received advised us to talk to our airline. It was impossible to get through on the phone or via web chat but after 6 hours I did get replies to my texts to Qantas. The first texts confirmed that we could cancel for a fee of $500 per $1700 ticket and the second texts confirme...d that if Qantas were the ones to cancel the flights then we would receive a full refund. We are now unable to contact Qantas even by text. Their updates and emails refer to travel credits but there is ongoing confusion as to whether these credits have to be used within a year of our original booking date (4 August 2019) or within 11 months of the recently extended date of 30 September 2020. On 19 March we received an email about changes needing to be made to one of our four flights (Dubai to Barcelona) with no mention of the other flights and stating that "We're sorting everything out for you. There is no need to contact us as we’ll send your new flight details soon." When we went into manage booking the Dubai to Barcelona flight has disappeared but the other three flights remained. We received the same email again today 23 March with the added lines "View your booking to access the options available to you. Click here for information regarding the Australian Consumer Law." As before, the Dubai to Barcelona flight has disappeared but the other three flights remain. There is a "Cancel/Voucher" button but we now feel that we no longer have the ability to cancel and incur fees or cancel and receive a travel credit as the manage booking page no longer shows all of the flights that we have paid for. Given that we have been advised that we only have until 31 March to access the flight credits we are unsure what to do and cannot contact Qantas to find out. We realise that this is an extraordinary situation however it beggars belief that an organisation the size of Qantas is incapable of writing and publishing clear messages regarding the current cancellation process so that their passengers would have confidence in the process and would not be forced to spend hours on hold on the phone (often only to be disconnected after several hours) in an attempt to find out what is happening with their (often) thousands of dollars worth of bookings.
Your shameful price gouging at this difficult time will not be forgotten. Myself, my family, my business and most of my friends will never, ever use Flight Centre, Corporate Traveller, Qantas or Jetstar again. You may have gained $1360 but you have potentially lost hundreds of thousands of dollars and irreparably damaged your brands. Social media is a powerful tool. Airbnb and Hertz on the other hand will emerge from this with their reputations well and truly enhanced.
QANTAS is taking advantage of the current Australian Do Not Travel to rip customers off.
I cancelled my flight before the Australian announcement and I wanted a credit card refund because I paid with a credit card.
Now they insisted I get a voucher. I still need to pay off my credit card debt of more than $7000.
Your voucher is worthless especially if I do not intend to travel with you anymore.
You have refused to answer my emails on this matter.
My other bookings with Singapore Airlines were refunded within a week.
I am ashamed to be an Australian and I can no longer encourage others to trust your brand.
QF Booking Reference Disappeared
I cancelled our flights to Japan 3 weeks ago. Before doing so I like many others spent hours trying to get through to QF Call Centre. Instead of refund I opted to take Credit Voucher. Call Centre Member terminated call before issuing the Credit Voucher number. Now the E ticket booking reference has disappeared and cannot be retrieved.Nothing to say booking existed in my FF Account. 3 emails to QF and hours spent trying to contact someone who cares. Have given up. Agree with other Reviewers. Shame on you Qantas taking customers money. Their Call Centre is a joke, completely inept at their work and no customer service whatsoever. Flying today just one big hassle!
Dreadful... I guess they are going into administration.
I complained via Airline Consumer Advocate - I think that's what they're called. After a fairly short delay (10 days?) they asked me to send bank details to Qantas so they could refund me.
Later Qantas emailed me to apologise and said they'd be in touch. I emailed Qantas and ACA and told them I was now back in the same position I was in in January... no refund, just promises. And now they're very busy so there'll be a delay. I didn't get any answer of course.
Original review ...
It seems pointless to add to the endless list of ...poor reviews of our national airline, but I'm going to. Usual thing lately. We were able to cancel due to coronavirus. When their website said flights to China could be cancelled and refunded I got onto online chat. It took 8 hours - really - for them to deal with me but they agreed I was due a refund. I would get it within fourteen days.
Have tried to call now for a week, put on hold for up to 2 hours then disconnected. Have not even responded to emails. Shame on you Qantas for stealing my money.
Great Cancellation given COVID
I had a flight booked for 15 April to Brazil purchased with some points and some cash. I had to cancel given current environment and appreciate the airlines' sympathy to waiving such fees. Thank you!
Questions & Answers
Is it possible to change my route from Oliver Tambo Airport to Sydney instead of Oliver Tambo to Perth after I DID RECEIVE MY VOUCHER due to the cocona virus which was from Oliver Tambo to Perth after the lockdowns are lifted?
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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