19 questions from our users
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?
Help Line - is it manned ?
Does anyone respond to the issues of customers ?
Three x 2 hour calls without a response.
No means of changing bookings through the website.
Inaccurate information sent by text regarding the means to cancel fights by customers impacted by the Carona virus.
There is means of contacting these people by phone, text or email.
Inept, incompetent, just don’t care.
Time to give your Chairman another rise.
Yes it is manned but expect to wait in excess of an hour
They did have a call back system but that has since gone
After reaching a consultant they say it is fixed but it isn’t so you need to keep calling and hopefully connect to someone who wants to help
Unfortunately with the huge workload it is more about getting through numbers than resolving the issues
No call back
Phone call disconnected after 2 hours
Has happened 5 times
Wanting to cancel flights.
Cannot do it on the Qantas website
Cannot contact Qantas by any means.
Can you request compensation for a cancelled flight from Perth to London?
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
Qantas marketing promises are a fraud because they never follow up with proper actions and refunds. Their promises are words without substances and a lie.
In my opinion, the staff behaved like they did not want to even be there. If you love your job you give it 100%. It’s unfortunate for the client because the terrible experience is received at the front end of the business!!! That’s the first impression! As for refund, I’m not holding my breath. Google “qantas news “ and you’ll soon learn you wouldn’t want to work there either. There is enough competition now to not make the same mistake twice.
The disgraced Qantas and Jetstar the most stinging airlines on earth because its CEO is a joyce of a man to deal with and is personality is transparent in our national symbol with a jumping kangaroo. I am senior Qantas Club since 1995 they make me pay $1000 for that privilege to date i have not received a single dollar value in return including having Gold status that could be lost if you do not spend more for not mischief in return. You do not need to be a genius in maths to find out the poor value of this status for the millionaires not the billionaires that have their own jets. The Qantas lounge is a self service for ham sandwiches, a minimum of service. In exchange of that poor service the CEO received a multimillion salary to be checked in Google and to keep his Irish smile like a frozen rictus.
Has anyone had problems with unaccompanied minors
Recently paid for Premuin Economy from London to Perth.
Boarded the flight and the crew informed me the seat foot rest was broken and couldn’t be used.
16hrs unable to put my feet up and sleep which is why I paid double the price of economy.
Do I have any grounds for a partial refund or should I just leave it?
I definately would be asking for compensation, i have always found them willing to sort issues out. Recommend using the live chat option on their home page rather than phone calling. You can wait on hold a long time and get frustrated.
All the best and update the outcome
Did you ask for compensation and were you successful? Just interested - I've complained about many substandard things with Qantas this year and they seem to not give a toss!
I have tried unsuccessfully to utilise my credit pending of AU$5939.19 before expiry date of 19/09/2018 Edreams REF: 3049660455.
My requested flight frm BNE on QF509, connecting to QF63 to JNB on 17/7/2018. Rtn frm JNB on QF64 connect QF540 to BNE on 21/08/2018. This flight is AUD$4837.03 A DIFFERENCE OF AUD$1102.16! There should be no penalties as this was conveyed to Edreams BEFORE original flight delay. We have an email CONFIRMING CREDIT WILL BE HELD TILL 19/09/2018. I once again called today the 26/06/2018 and was informed I cannot get a refund, nor can I get the booking requested? Edreams agent said told that it is Qantas that is NOT ALLOWING THIS BUT HE HAS GIVEN AUTHORITY ON 'LINE 15', WELL THERE IS NO LINE 15 PER QANTAS! Who is responsible to give this credit to me as my flight requested? Qantas have no objection to the changes requested, they just need authorisation from Edreams to allow the changes. Why am I not allowed to use my credit?
Thank you for your assistance
it's not quantas its edreams playing games with you, check the fine print basically you need to call the airline and clarify again what needs to be done then speak with edreams if you getting no where call the ombudsmen they will help you resolve this dispute exolain to edreams you will take further actions
can I get a upgrade from economy at the airport?
Hi I am waiting to hear back from quantas I put claim in for my trip to Australia for missing my connection flight haven't heard anything back yet my ref number is 2017/222170 my email is [email address removed] I look forward to hearing from you Caroline Johnstone
Yes i got my answer and it was nothing to wich am most certainly not happy with I spent two days in Dubai with same clothes on no medication and was in a panic so not happy with the outcome
I call many times but no answer call been waiting one hour and one hour, thank on this please answer the call if it's not than do't put the number there, because I've been trying to call three days already and still no one answer please contact let us know if it's not?
I have waited on hold for Qantas call centre now on two separate occasions for over two hours. Is there anyone even working in the call centre? I have purchased flights and need to correct my child's name. As soon as I saw the error (after booking online) I waited on hold for over two hours, ended up hanging up as after midnight. Now I've been on hold again for over two hours. Just wondering if I'm wasting my time and battery power on phone!!!!
You might have sorted it by now but two suggestions: you could call during an off peak time or try and correct online as that's where you booked it. I've found sometimes the wait is long but no different to Telstra etc. the longest I've waited would be about 15 minutes.
I agree with the first comment and disagree with reply. For the last year I ALWAYS wait for at least 45 minutes on the phone no matter what time of the day and night . Why ? During the day they take to many calls for NOT enough staff because they trying to save money and focus on Poor Customer service.. Customer Care word does not even qualify. Evenings are as bad because maybe there is ONE person taking all the calls so either way your wait is between 45 - 190 minutes, once I waited for 3 hours from 11 pm till 2pm and the call was disconnected.
I stopped trusting Qantas, they are not the same anymore.
Time to fly with other companies !!!
Qantas odd process and procedure refusing confirmation of the booking and demanding a cancellation fee? Visited a few travel agents.
Travel Agent "A" came up with a reasonable fare and reasonable timings with QF flights to Europe. They put it in "hold" for 7 days. Visit to Travel Agent "Z" 2 days later did not advance any benefits- suggested a schedule on QF we were not committing to. Now have Qantas decided 'on hold' booking via TA "A" must be cancelled and we must pay a cancellation fee! And the original booking is no longer available unless a premium price is paid.
We are now being charged a cancellation fee for a non booking. Astonished is my mental state. Just where should our loyalty lie with our "National Carrier" when such profound stupidity and stubbornness, not to mention the legality of non delivery of what has been paid for.
Can anyone assist me with understanding Qantas position?
This sounds like Travel Agent A stuffed up, nothing to do with Qantas. You need to take this up with the Travel Agent as what they told you they were doing (putting the fare 'on hold') is actually not what they did.
I had too many bad experiences with travel agents and have found booking through Qantas direct (online or phone) a breeze.
Does anyone ever answer the Qantas phone number 131313? I keep calling, have been on hold over half an hour now, and still no answer.
I try to avoid phoning businesses with any complaints for that reason. I put my complaints to Qantas in a letter addressed to the CEO, Alan Joyce. That way you also have the benefit of not forgetting something and being more explicit than when perhaps being asked questions over the phone. A couple of weeks after the letter, I received a phone call from Qantas acknowledging my complaints and assuring me that they would be brought to the attention of the staff on that particular flight.
No, no one works in the call centre judging by the dozens of similar complaints. I too have experienced the Qantas two hour on hold relentless self promoting dribble that you are forced to listen too.
I am confident that there is a room full of phones connected to an automated self looping tape recorder, without staff, otherwise known as the Qantas customer call centre.
I recently flew Qantas Perth-Sydney return and found the inflight meal awful both times. We could not eat it and I noticed other boxes hardly touched. Is it just us or does anyone else find the food horrible?
I'm not so sure with this flight route as we only Qantas for our North America trips and found they are fantastic.
I agree Qantas will make passengers very ill with the food they serve I had mould all over the celery they served on one of my flights. Now they expect me to pay a change of flight fee plus service fee you really are a joke Qantas
I'm happy to supply you with my details if you request
Hello does anyone know if Sydney-Shanghai Qantas flight offer the new business class seat?
Don't fly with them,if something goes wrong you're on your own
.I had to use the services of the Airline Customer Advocate as customer services were so inept.
Have just read other reviews written by customers that have not been happy with Qantas for various reasons. My question is who are the people that have responded quite rudely to some of these reviews? Are they Qantas staff? Shocked at how rude and abrupt their responses have been.
I also read all the reviews about Qantas and I came to the same conclusion that the people who are replying in a rude manner seem to be the same 3 pseudonyms and I also thought they must be 'plants' by Qantas.
Ultimately if Qantas cared at all about these reviews they would take the time to reply in an official capacity and they would consider the feedback they are getting from this website. It would be in their best interest to do so - but I don't think they care at all. (Of course, this is just my personal opinion but I concur with your thoughts.)
Not sure I agree. If, as you say, the rude replies were written by a very small proportion of people, I think those people don't know how to act, and therefore write, appropriately. Big call saying they are 'plants'. There are always idiots (& haters) out there.
Do Qantas EVER reply or follow up on bad or good reviews. I am not sure as it seems more and more complaints and Qantas will loose $400/600 million dollars this year !!!!!!.maybe they are doing something wrong !!!!.good luck for the future. Qantas ..Listen to the complaints from Aussie people who want you to succeed.
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