Qantas Questions & Answers
Is there a time limit on when Qantas can change your flights We were texts under twelve hours that our flights had changed Unable to get on this flight as I have an elderly mother that has to have someone look out for her
Interested to know where the Qantas contact centre is now. I used to work in the Melbourne contact centre (Telesales) yet I was made redundant in 2015 when Melbourne and Brisbane centres were closed leaving Hobart and Auckland open. When I recently rang QF I asked the consultant if they were in Asia. He said he was in the South East Asian country of Fiji. Never heard of Fiji being an Asian country!
They have Contact Centres in Hobart, Auckland , Suva Fiji , Manila Philippines and Cape Town South Africa
Has anyone else not received an updated Frequent Flyer card following expiry date?
They have gone digital and no longer issuing them , you need the app on your device
I have a travel credit with Qantas and unable to redeem. I have tried online without success. Absolutely ZERO support available on Qantas app or site. Tried calling. Also unsuccessful. Have not been able to contact anyone for assistance with my flight credit. Appalling customer service given that I need to !!!!!! I need to book a date within a time frame and no way of doing so.
Qantas airline hasn't returned my money for a cancelled flight. its been a year & thousand of calls & emails. How and who do I escalate this issue to. Already tried their customer helpline complaint form as well as airline advocate, no use. Please guide.
I had the similar problems with a cancelled flight during COVID. Qantas would only offer a credit voucher. However as soon as I explained I was having financial hardship issues, they repaid me in full.
I am in the same boat. I wished that I had read all these reviews before I booked. I am now out of pocket.
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I suggest everyone who is owed money join this class action. Maybe it can come out of that midget leprechaun's $20m golden handshake.
Qantas was once an airline to be proud of. I loved flying them domestic and international for 30 years. Now, any dealings with them affects my blood pressure and heart rate; they illegally held over $1300 of credits for two years but made no response to countless complaints, and even now , if you can finally speak to someone to get a refund, they tell you it will take up to 40 business days (ie 8 weeks) just to press a transfer funds button. If you're lucky, they won't (deliberately) enter a wrong code then contact you three weeks later to start the 8 week refund process all over again! And don't forget, if you only spend half of a credit, the remainder cannot be used - theft, in my book. Not forgetting the policy they invented to increase a flight's cost if you tick the "I'm using a credit voucher" button, so that you end up paying more than if you didn't have the voucher! I've never been rude or aggressive as I know the call centre folk are just earning a living. I feel so sorry for the excellent crews that used to fly us around with dignity and good humour. Now the airline is detestable. The Qantas experience will shrivel your soul.
I would like to be in class action..Never done anything like it before but Alan Joyce deserves " mud" on his handshake. . Evidence I have of * lost baggage ... up to 2 weeks. Late arrivals X4 times overseas. Zero support apart from once , but 2 days ( 47 hours) wasted . Qantas Dallas ( a hub) at Texas spent that time to find connecting flight to Toronto Canada. Not an uncommon destination. * no apologies for absolute zero customer service oseas when connecting flights cancelled without warning. flights * being asked to pay for flights already paid for. * 73 year olds being treated like they are able to take ridiculous stress. Just recovering from bug from flight and the stress 2 weeks ago. Thank you
Take it to your credit card company and dispute the charges. The only way it worked for me. Took months and months but finally got the refund.
Hi I had similar problem with Qantas,Flying home from New York Via Dallas.Due to delays we missed our connecting flight to Sydney.Left overnight without any info.We arranged a flight the next day ourselves and booked and paid for hotel overnight.Next day the flight we had was via Melbourne.We asked many times if our luggage will be on our flight.Was told definitely.Arrived in Melbourne no luggage,filled out a form and carried on with our next flight to Perth.Nearly 3 weeks later and still no luggage.And no help at all.No one returns our calls.All they say is after 21 days fill in a lost luggage form.All I want is my luggage.Anyone had this happen and have any positive info.
Reviews for Adelaide direct flights to newcastle
Why is there no WIFI access in the Qantas Terminal at Melbourne Airport and all other terminals has it?
Is there a number to call in Australia in regards to review a refund it is still Australian airline one wouldn't think so with the run around with foreign call centres tank's for nothing Allan joyce
We're are our 178k frequent flyer points you stole from us ?
Has anyone ever gotten a response to a written complaint to Qantas?
I lodged an online complaint on 5 August 2022 and have never received a resonse.
Individually, we are very small fish to Alan Joyce and the greedy shareholders he answers to. A big school of fish is far more intimidating for them, especially if we all plaster our complaints on as many review sites as possible, as well social media platforms. The word will get around and their sales will reflect it. That's when Joyce and his cronies will take some notice. Lets keep chipping away.
No, I have not received an acknowledgement of my complaints. Disgusted with,Qantas...completely ruined my once in a lifetime trip. Will never use Qantas again.
Is it better to cancel a qantas flight and ask for a refund less the fee or get a credit voucher valid for 12 months? The value of the flight is over $2000 and given the issues with the Qantas website and also the T&Cs I am considering what it the best action to take.
I am still waiting for a refund from Qantas for cancelled flights nearly a year ago! I thought it would be better than a credit voucher however I wish I had taken the credit voucher now. Although I am never going to flly Qantas again so I suppose a credit voucher is useless as well. I have also reported them to Consumer Affairs.
Thanks Lisa I checked the terms and conditions and tickets purchased after October 2021 have some horrible conditions that would mean you lose your money on a credit voucher. The information is also difficult to find. Thanks again
When making an international booking, why does qantas site have 2 x single fares for a return booking?
I really don't care - I will be actively avoiding booking with them in the future
Unfortunately I have a flight credit for which it seems they are avoiding the refund, and so I probably am stuck and will have to use Qantas.
Has anyone have the same experience? Resolved with Quantas or not?
I was going to decide wether I should change the date of my flights or cancel my flights with a refund. So I called Quantas on 131313 to check if my tickets are permitted for a cancellation and refund. They checked my booking and advice me that my tickets are permitted for a refund but there is a penalty fee of AUD 200 per person. Also I confirmed with the agent of Quantas about my fare type was economy saver (I could not find my ticket type on my E-tickets). Also he direct me to cancel my flight online. After all those information being provided, I feel it's okay to follow the instruction to go ahead with the cancellation as I will get money back.
But........
After I cancelled, there is no email or a refund amount I could see from the submission of cancellation. So I called 13 13 13 again to make sure everything is okay. This is where the nightmare started, the second agent from Quantas told me that my tickets are not permitted for a refund!!!!! So I might only receive the tax I have paid on my tickets back.
I told the agent I wouldn't cancel the flights if I haven't been advised that I would get a refund. Because I paid AUD 2580 for two people. Why would anyone do that if you can make changes as an option?
So this morning, I called 1300 659 161 to double check which information I received is correct about my refund. They said, my tickets are not refundable.
Here I advised to lodge a customer care feedback form to lodge a complaint. I have done it.
After I have done all of that I still feel very stressed and can't believe that no one from this team cares about I have received the information was not truthful and lead me to a loss. So I try to find out more information from else where.
So I contacted live chat Jetstar as my flights are operated by Jetstar even I booked through Quantas website. Jetstar said, the payment AUD 2550 has already been refunded to Quantas. My tickets were refundable.
Here.....I get very upset. How come I have been told my tickets are not refundable from second and third time. Are they going to keep the money?
So I contacted Quantas again on 1300 659 161. They said...my tickets are not refundable, but my refund is processed. But they can't tell me the refund amount, because I cancelled from my end not theirs. And saying I am round around the circle with them. Would you feel not being protected as a consumer in this situation and how they handled the case? Or just me?
What should we do from now? Thanks in advance if anyone could help.
As the operating airline refunded back to Qantas, you should receive a refund of the amount refunded by Jetstar less the Qantas fee. I organised a friend's refund from Qantas by writing a formal complaint letter giving 14 days to refund, and when no response, lodged a claim through NCAT.
You should first lodge a written complaint letter to Qantas, summarising the situation. Read and quote from the ACCC Best practice guide, link here external link
It looks like there's a guy who represents airline customers for refunds, but there are fees.
Hi there, thank you very much for reply. What's the best way to contact the person who represents airline customers for refunds, please? They finally replied me and said refund me the tax, there is nothing further they can do. I don't believe this is fair trade. Much appreciated!
Had a connection flight from Brisbane to Singapore in Sydney, the flight was delayed due to "weather". Arrived in Sydney after more than four hours late, the plane left. With many passengers stranded on to at least three destinations, there was only one female staff at the counter trying to book us onto the next flight, there were between thirty to forty stranded passengers waiting in the queue. After 45 minutes, she got us the flight and the "manager" appeared. When asked for vouchers, we were told they ran out and had to wait for 45 minutes. So, we were in the refurnished A380, the touch screen had its own mind - worked when it wanted to. And the reclining seats had shown its age. Back from Singapore with similar, may be the same, plane with the same problems. Asked for an extra blanket, was told if there was one available, and never got an answer. We can blame COVID, but it is not acceptable to allow this iconic QANTAS continue sliding down this way, it is a shame not only for the airline, but Australia as it represents the national identity - the Flying Kangaroo.
Airlines advocate Australia (ACA) provides a free and independent service to eligible customers of major Australian airlines by facilitating the resolution of current unresolved complaints about airline services. external link
Qantas Wine
Has anyone been having problems with them? I used to buy occasionally from them and it was quick and efficient but my last purchase has been sitting at an Australia Post depot 30 minutes drive from its destination for nearly 2 weeks.
Qantas says it's because of delays with the Sydney Perth rail disruptions but as it only needs to travel 30 minutes within Sydney to be delivered this excuse is ridiculous.
Stay away from anything associated with Qantas products, you will find they use a contract company just like they do with their baggage handling. I use to be with Qantas wine but last order I simply went and picked it up at the contractor depot. Best to go direct to the source or the wine club itself.
Thanks for that. It is true. Their help line too is hopeless as they are in the Philippines and think a disruption in Perth would cause the delay within Sydney metro. There is obviously a problem
Cheap and nasty - Heath Brown has got it spot on.
Qantas cancelled the fully paid booking without noticing me but mysteriously appeared $75 refund on my bank statement days later. wasted many hours phone call to the call centre without any satisfactory answer other than 'system processed so there is nothing they can do, end up booking the pretty much the same flight with Virgin. lodged complaints to their customer service to get an answer but no reply. They are still emailing me selling anything to everything under the sun but no customer service as well as no answer in why the paid flight is cancelled without the passenger's knowledge and keeping over $450. does anyone has the same or similar experience or know how to get to the bottom of this? Thanks
Same situation. Qantas canceled the flight without any notification. I do not want a refund, just need the same flights. Called 131313 several times, but they either hung up the phone by asking me to hold for a while or asked me to purchase another ticket.
I just discovered that my booking was cancelled. No notification from Qantas, just found out when I saw the credit on my credit card statement. Qantas can't (or won't) tell me who canceled it The woman I spoke with just said that I should re-book, but when I log in, it still shows my booking? What the heck? Not sure what to do. Two requests to customer care, but no response yet.
Food om Perth to Sydney
Can I be a free qantas frequent flyer thru Woolworths rewards
Forget complaining to Qantas directly. How do you contact the Qantas Board? They need to hear directly from their paying customers. It is disappointing that was once was a world leading quality airline has crumbled into this. The CEO blames Covid and passengers for not being match fit rather than taking any responsibility. Qantas has never stood by their staff under Alan Joyce's leadership. My question is when does the Qantas Board step in. We know the CEO has his methods but none are leading to growing or recovering the airline. The Qantas Board is where our questions should be aimed at not at the stressed, overworked, underpaid unappreciated staff. So Qantas Board when are you going to do what you are overpaid to do?
Customer Service on 13 13 13 is pathetic. Where should I send my email in relation to refund due to cancellation of flight?
Somewhere on the Qantas website there is a section where you can send them an email, but they never responded back to me so that was a waste of time as well. The only way you can actually speak to someone is to wait for hours until someone from an overseas call centre picks up the phone and hopefully doesn’t tell you they need to put you on hold for a minute, then cuts you off.
My call to 13 13 13 this evening went to Fiji. I called in relation to having been bumped from 3 flights today, finally being offered a flight after midday tomorrow, too late for the long awaited family celebration. I was advised by QF that it will take 8 weeks to receive a refund. This, after booking and paying two months ago, going nowhere, and being hugely inconvenienced, and out of pocket for airport car parking and fuel, and a day off work.
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