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.
Photos show the appalling state of the toilets and showers in the Business Class Lounge at Sydney Airport. Dirty stained toilets, mouldy showers and dirty sinks....felt cleaner before I went in! 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.
Qantas would not cancel 2pax for one leg of our booking to fly a week later due to a broken arm 2 days prior and needing surgery. Only offered $1000 to cancel all flights for 2pax that cost almost $6000 (4pax). But on return they cancelled our flights (4pax), couldn’t give extra leg room seats we paid for, only offered a refund and then if we… Read more
cancelled only offer $360pp.
Seems they can partially cancel a booking when suits them but only for absolute min. That you can’t fly home for without more $$$$!
Our flight to destination was fantastic and as booked but the lack of service has made us NEVER choose Quanta’s again! Qantas never notified us of our changes - Bangkok Airways had to!
May as well go with the cheapest carriers!!!!
Another claim for damaged baggage rejected. Unbelievable. We are grateful that the luggage made the tight connection from New Zealand but we are getting regular damage flying Qantas and not other airlines. Show details
I would like to thank the ladies on flight qf133 a very special flight as it was my first and my birthday the ladies made a fuss over me gifting me a key ring and a slice of cake and making sure I was comfortable and calm for the whole flight it’s a credit to qantas having this kind of staff on board it was truly amazing they all did a wonderfull job. Ty 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
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
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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.
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.
Latest follow-ups
Becoming one of the worst airlines. Sadly Qantas is once again falling short. Took an international business flight to UK - food very average. Service average. On the return journey, only one of the stewards was helpful and friendly. The rest did… Read more
not seem to care. Now Qantas frequent flyer points have been devalued and they expire after 18 months - even if you gain points with shopping etc. Shame on Qantas.
Follow-up · Qantas still seems to value shareholders over regular customers. I still use Qantas, as keep hoping things will improve, although also now use other airlines. Qantas domestic flights are still very expensive unless you fly at ungodly hours. seats are cramped and snacks onboard are very basic. International business flight are still below average… Read more
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!
Follow-up · We have flown Internationally on a number of occaisions since this review each time with a carrier other than Qantas and each time the experience was superior to Qantas. Never going back!
AI is an insult to customer intelligence – AI is an insult to human intelligence, it is nothing but a time wasting block. It fails to understand a simple six digit PNR. Absolutely useless albeit a consistent customer experience
Follow-up · Having been automatically disconnected on three occasions I successfully found a combination of numbers that took me to a person. Once connected the issue was resolved swiftly. It is a real shame that customer service is no longer this companies focus or priority
Positive reviews
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
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Been travelling with Qantas since 2005 and have been a loyal customer in all my travels accept for the 1 time my brother in law insisted we travel ANZ because we're Kiwis living in Oz and it was a cheaper fare to LA/Vegas in 2013. That was the last time we used the disgusting ANZ and have faithfully used Qantas since around the world and 6 more… Read more
times to the US. As a diabetic and recent stroke recipient, Qantas have been amazing in the delivery of first class service in flights, connecting international/national and general care of their customers. Keep up the great work Qantas, you're a credit to your country!
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
Negative reviews
Booked a Business Class flight from the Gold Coast to Heathrow, connecting through Sydney. Upon arrival at the Sydney Domestic Terminal, I was advised that a transfer to the International Terminal would be arranged. However, after approaching the Qantas desk, I was simply told to take the T2 bus myself. The staff member at the desk appeared… Read more
uninterested in assisting and made no effort to organise the transfer that should accompany a Business Class booking. This is not the level of service one expects when paying for a premium fare.
Unfortunately, this experience seems consistent with Qantas’ declining reputation, so perhaps this is now standard. Nonetheless, it was disappointing and far below the service level advertised for Business Class travel.
Did complete their end of trip survey and again, they could not be bothered to respond.
Booking a return flight 1 passenger with qantas brisbane to bali $1880 Flight is operated by Jetstar their parents company Jetstar charging $1100 same flight Im a qantas gold member and this is how they treat their loyal members charging $750 more even thought qantas are the carrier Qantas told me to ask jetstar why their price is cheaper than… Read more
qantas....[Content Removed]....Qantas are the ones who should be justifying their prices, ripping off qantas users.
What a disgrace!!!
A flight from Christchurch to Melbourne on a 747-800 plane. I am not sure why Qantas would still use this plane? There was a lot of minuses and a few pluses. Not kidding you, many of the seats were ripped at the top and frayed. No charging ports in economy. Oh yeah, no entertainment system either, as the plane is so old. There were drop down… Read more
mini tvs like in the old days to show emergency and safety messages.
The Qantas app was offered on your own devices for entertainment. Issue was, I needed to charge my device and with no port on the old and frayed seat. Not possible.
The meals have definitely been subjected to shrinkflation. The main meal was nice a chicken salad, a cracker box and that’s it. You received a Kit Kat later for dessert.
Lucky for me, my flight was purchased early and on sale. If you were paying business class or top dollar for economy. You would have felt even more disappointed.
On the plus side, the crew were amazing.
Bear in mind when booking trans-Tasman flights. I would avoid the 747-800 planes. It was like the plane had been purchased from the op shop. Worn and tatty but stilled worked ok.
Recent reviews
Qantas international lounge refusing guest passes because the lounge is undergoing renovations. As always, highly dissapointing staff interactions and corporate decisions. Show details
Flew back from Japan on Qantas. When I collected my luggage, it was clear someone had attempted to break into my bag. The lock was forced, the zipper was destroyed, and the bag was left unusable. I reported it to Qantas and filed a report with the Australian Federal Police. Someone attempted to steal from a passenger's luggage under Qantas's… Read more
watch — and when I asked Qantas to take responsibility, they sent me two copy-paste rejection emails and closed the case.
Not their problem apparently.
If your bag gets broken into on a Qantas flight, don't expect them to do anything about it.
I am deeply disappointed with Qantas' handling of my compassionate fare request during one of the worst moments of my life. On 3 June 2026, my 71-year-old mother suffered a catastrophic haemorrhagic stroke and was admitted to ICU in Brazil with an extremely poor prognosis. My husband and I urgently flew from Brisbane to São Paulo, believing we… Read more
might be attending her funeral.
After arriving, her condition changed unexpectedly. She underwent two emergency brain surgeries and remains in a critical coma with no discharge date and a very uncertain future.
I contacted Qantas with extensive supporting documentation, including certified medical translations, updated hospital reports and evidence of the impact this emergency has had on my studies and employment. I requested consideration under their compassionate fare policy and flexibility with my return flights, as I cannot predict when I will be able to leave my mother's bedside.
The response I received was simply to call an Australian reservations number. However, I am currently in Brazil because of this medical emergency. My Australian phone cannot make calls from here, and my Brazilian phone cannot reach the number provided. I explained this and asked whether Qantas could assist by email or call me instead.
At a time when compassion and practical solutions matter most, I found the process inflexible and inaccessible. My frustration is not about receiving a particular outcome, but about being unable to even have my request properly considered because the only communication channel offered is one I cannot access.
I sincerely hope Qantas reviews its procedures so that customers facing genuine family emergencies overseas are not left without a workable way to seek assistance.
For reference, my booking number is EQUAV9 and my Qantas Frequent Flyer number is 2012836421.
If a member of the Qantas customer care team reviews this post, I would be grateful if you could contact me by email, as I am currently in Brazil and unable to reach the Australian reservations phone number that I was instructed to call.
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