Qantas International

During one of the most devastating moments of my family's life—when my father was diagnosed with a terminal Acute Myeloid Leukemia (AML) medical emergency—we were forced to cancel our travel plans entirely. While other companies hid behind fine print and refused to show basic human empathy(Luxury Escapes), Qantas completely restored my faith in… Read more

customer care. They processed a full refund for six flights totaling over $5,000 without hassle during a time of immense stress and grief.

Handling a sudden family crisis is agonizing, and having an airline treat us with compassion, understanding, and decency instead of treating us like a transaction meant the absolute world to our family. Thank you, Qantas, for showing true corporate integrity and treating your customers like human beings when they need it most. I will gladly fly with you again.

disappointing experience and misleading information, I booked online with Luxury Escapes for my accommodation and flights, I specifically booked Qantas and when I got confirmation they put me on a Jetstar flight, which I did not want, I rang to change and let them know about the error and Luxury Escape wanted to charge me over $900 for their… Read more

misleading booking, the flight was not cheap and what we were given for a meal and drinks on Jetstar was pathetic. not going to trust Luxury escape and never book Qantas again. I hope people don't get caught into this misleading trap like we did, I feel cheated and coned.

My wife father is dying in Thailand and paid $3400 airfares to fly return and had to postpone return and they say they return credit 600 for wife and son which could not use so very happy if Qantas not last anymore as very bad airline no room in seat and no compassion and no body chat in Australia only in Phillipines and no body talk in Aussie so hope they go broke and be part of Phillipines airlines please Show details

Setting the bar ever lower! – Recent return international trip on Qantas was remarkable in the fact that with each successive interaction Qantas manages to lower the bar. Far from improving they manage to demonstrate total lack of understanding as to what customers want.… Read more

Management shake their heads (still collecting obscene salaries), while Qantas ratings slide ever downward. Next OS trip already booked with competitor! Congrats, you have trashed an Australian icon!

Upon arriving in Sydney after 2 flights which originated in Chicago, I approached a security agent for directions. He did not hesitate, but took my suitcase and showed me where to check it. This agent set my suitcase on the conveyor belt. It was at that time that Agent Jasna Belovukovic began to check me in to my next flight. She then asked me if… Read more

I would like a window seat. I said i would. After Jasna saw that my final destination was Perth, she asked if I would like to fly straight there and not stop in Adelaide. I was so greatful that I began to cry! Before my trip, I was going over my itinerary with an agent in the United States and requested this same change. The agent told me it would cost an additional $900. At that point, i resolved to make the best of my itinerary. Therefore, I wish to thank the Security Agent and Agent Jasna. I reached my destination, Perth, at 3pm not after 9pm.I am very happy with Qantas Airlines and especially the Sidney Staff. Thank You, Rebecca Swerdon, 6881 Trailside Ave. Portage, Indiana 46368

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

Flying from Sydney to Christchurch after a connecting international flight. Sitting in Indonesia on way to Sydney get an email the flight is canceled and re booked to leave 8 hours later now arriving in New Zealand in the early hours of the following day. Wife drove down from Nelson to pick me up. I can not use enough hate filled words to convey… Read more

my opinion of this company one of the highest tax payer funded private business in Australia. The Albaneasy labour government blocks overseas carriers to protect this tax payer subsidized scam. Australia is worse in nearly every way than a developing Asian country in the way it rewards lairs and thief's as long as they are in the rich list or offer side kicks to the government. I thought the stepping down of Joyce was supposed to return integrity to this scam sham Qantas business. The days of selling tickets for non existing flights hmm is it in the past. DONT USE AUSTRALIAN BUSINESSES.. QANT. They don't give a thing who they p**s and trash on ! or what it does to your life. "Ok" Kidds so 3 days later find out . The back story is Qantas Over Booked the Flight on Saturday (Dont believe this can happen as an accident come on real in today's computer AI world???). I was told this while desperately trying to get to Christchurch. Is this a case of deliberately over booking as a deliberate business process filling flights to then bump the single seat passenger to fill later flights ?? I ended up using Air New Zealand to complete the trip. Well done Qantas. If this has happened to you write a review . Not like the government regulators in Australia give a.

Extremely disappointed with Qantas. I booked an international flight to Japan for next month through their website, expecting that if my travel plans changed, I would be able to manage and modify my booking online. Unfortunately, I couldn’t change my booking online. What is the point of allowing customers to book online if they can’t make a basic… Read more

change to their own booking online?

I contacted Qantas customer service hoping they could help, but instead I was told I would have to pay a cancellation/change fee AND purchase a new ticket at the current, much higher price. The new ticket price is significantly more expensive than what I originally paid.

This is extremely frustrating and feels like a terrible customer experience. I understand that airline fares have rules and conditions, but making it so difficult and expensive for a customer to simply change an existing booking is very disappointing.

For an airline that promotes itself as a premium Australian airline, I expected much better service, flexibility and support.

I regret booking with Qantas and will seriously reconsider using them in the future.

My advice: think carefully before booking Qantas. There are plenty of other airlines available, so compare your options before handing over your money.

I want to share my experience with Qantas regarding delayed baggage because, although Qantas has now finally agreed to pay my claim, the amount of time, frustration and persistence required to reach that outcome was completely unacceptable. We started our six-week European journey on 13 June 2026. Our baggage was delayed on the outbound journey,… Read more

causing significant inconvenience to our family while overseas. We had to purchase essential items including clothing, toiletries, creams and footwear, as well as spend additional time and money travelling to shops and dealing with the baggage problem instead of enjoying our holiday. However, the baggage delay itself was only the beginning of the frustration. I called Qantas twice and specifically asked about compensation While we were in Paris, I called Qantas Australia twice regarding our delayed baggage. During those conversations, I specifically asked Qantas staff about compensation and how I should make a claim. I was told to go online and submit the claim. What I was NOT told during either conversation was that Qantas would later rely on a strict 21-day timeframe to reject my claim. When we initially reported the delayed baggage in Paris, I also was not clearly informed that I had to submit the compensation claim within 21 days. If somebody from Qantas had simply told me: “You must submit your compensation claim within 21 days.” I would have done exactly that. Then Qantas repeatedly rejected my claim We continued our European journey for approximately six weeks and returned to Australia on 25 July. I submitted my report on 27 July, only two days after returning home. Qantas then rejected my claim because they said it had been submitted outside the required timeframe. I challenged the decision and explained everything that had happened. Qantas reconsidered the matter but rejected the claim again. One response stated that my compensation claim had been submitted approximately 40 days after the baggage was delivered in Paris. Another response stated: “Claims should be reported within 21 days upon arrival, therefore, we are unable to proceed with your claim.” I also pointed out that Qantas's own website used the wording: “Claims and reimbursement – For delayed bags – up to 21 days after your arrival.” For someone undertaking a six-week international journey, I found the wording “after your arrival” confusing. But my main argument was much simpler: I contacted Qantas twice while overseas, specifically asked how to claim compensation, and was never told about the deadline that Qantas subsequently used to reject my claim. I asked Qantas to check their own telephone recordings I repeatedly asked Qantas to review the recordings of my telephone conversations. I wanted them to establish a very simple fact: Did I specifically ask Qantas about compensation, and did their representatives tell me about the 21-day deadline? Instead of receiving a satisfactory explanation, I continued receiving responses focusing on the fact that the claim had been submitted outside the timeframe. I was also repeatedly advised that I might be able to claim through travel insurance. I do not have travel insurance. More importantly, suggesting travel insurance did nothing to address my complaint about the information I was given by Qantas staff. After all the rejections, Qantas FINALLY agreed to pay After continuing to challenge the decision and refusing to simply accept the repeated rejection responses, Qantas has now finally agreed to pay my claim. I appreciate that Qantas eventually reconsidered the matter and agreed to compensate me. However, this raises an obvious question: Why did a customer have to go through all of this before Qantas reached that decision? If the matter could ultimately be reconsidered and compensation paid, why did I have to repeatedly challenge the rejection, explain the same circumstances again and again, request reviews of telephone conversations and continue escalating the complaint? The amount of time and effort required was ridiculous. My biggest disappointment was the way the complaint was handled Airlines can have baggage delays. Operational problems happen. What separates good customer service from poor customer service is how the company responds when something goes wrong. In my case, I actively contacted Qantas while overseas, specifically asked about compensation and tried to understand what I needed to do. I then spent considerable time after returning home arguing about a deadline that I say was never communicated to me when I specifically asked Qantas for guidance. Only after continuing to challenge the decision did Qantas finally agree to pay. So yes, I acknowledge and appreciate that Qantas eventually agreed to compensate me. But it should never have taken this much effort to achieve a fair outcome. A customer should not have to fight through repeated rejection emails before their individual circumstances are properly considered. Qantas Customer Care Reference: 20585670 Delayed Baggage Reference: AHLCDGQF10566 My advice to anyone dealing with delayed baggage is simple: Do not rely solely on telephone advice. Submit your claim immediately, get everything in writing, save every receipt, keep screenshots of the airline's website and keep copies of every email. Persistence eventually resulted in Qantas agreeing to pay my claim, but the customer service experience getting there was extremely disappointing.

I cannot even dedicate enough time to document how badly and unprofessionally we have been treated by Qantas on numerous occasions - issues with bookings, not refunding points, multiple calls (and I'm talking hours) for simple things still not executed. They have singlehandedly ruined multiple international travel arrangements for us. And continue to take. The worse service of any company I have ever dealt with, bar none.

The most horrible experience in business class basically fighting to get a piece of toast to take my medication . Flight attendant Georgia was completely out of line , rude , sarcastic. Never ever with Qantas again . Waste of more than 5000$ . Show details

Qantas -The national disgrace of Australia I am extremely disappointed with Qantas and will think twice before booking with them again. Their customer service was completely incompetent and is filled with nincompoops. Every interaction left me feeling like no one was willing or able to help, and I was passed around without receiving any clear… Read more

answers or solutions. Instead of resolving my concerns, they simply made the experience more frustrating.

What I find even more concerning are their questionable business practices. My original itinerary, which had just one stop, was changed to a two-stop journey without my consent. I wasn't offered any alternatives, wasn't given the option to choose a different flight, and wasn't even consulted before the change was made. They simply expected me to accept a significantly less convenient itinerary.

When you pay for a particular itinerary, you expect the airline to either honor it or provide reasonable alternatives if changes are necessary. Qantas did neither. The lack of transparency, poor communication, and complete disregard for customer choice is unacceptable.

I expected far better from a premium airline. Based on this experience, I cannot recommend Qantas and will be looking at other airlines for future travel. I have had better customer service from airlines in 3rd world countries and Qantas needs to learn from them or change the from Qantas to condoms.

Don't even bother about putting in a complaint through their website as then you will be directed to call their customer service number. When you ring customer care they will direct you back to their website and you will feel like a dog chasing its own tail. Hope the airline ombudsman will be formed soon.

One of the most disappointing customer service experiences we have ever had. We had a query regarding our baggage allowance for an international flight path that could not be resolved. 4 separate agents told us four different things, over several hours. The tone was rude and aggressive. We had no clarity whatsoever and resolved that we would… Read more

probably need to drive to the airport ahead of our flight to see if the staff there could help us. This seems like an unacceptable situation for a baggage query. We specifically booked with QANTAS to make use of our silver status and would never do so again after this experience.