terrible service, awful customer service
didn't receive information about flight cancellation and service desk not helpful; don't be surprised if your flight is cancelled and you are not informed; poor customer service and awful behaviour
My SMSF loves Qantas and Jetstar
The more they scr&w their customers, the more money they make, and the more dividend my SMSF receives. Same with Telstra, the banks, etc. etc. More power to their bows. [Do I fly with with Jetstar? Not a chance. You get what you pay for. Do I fly with Qantas? Only Oz domestic travel.]
- Qantas International
- Verified customer
Horrendous and Farcical
We traveled business class from Melbourne to NYC. With Qantas In transit in Los Angeles airline staff informed us that my wife’s suitcase did not get loaded but the bag would be on the next flight and we should speak to staff at JFK for the suitcase to be delivered to our hotel. 6 days later the bag has not arrived and my wife’s holiday has been largely ruined. On the first day we were informed the bag would arrive the following day. The following day we were informed the bag would come the next day. The next day we were told that the bag wa...s not lost but they did not know where it was and we would be updated. Six days later we do not have the missing suitcase or any sense from Qantas if we will ever see it again. Qantas has and provided the most appalling service and support and I would not recommend the airline to anyone as it is clear when the airline makes mistake and fails to deliver the service that passengers have paid a considerable sum for they simply do not care or have basic competence in customer service.
Excellent customer service
I received an excellent customer service for my flight to Sydney. The service desk in Mel & Syd airport helped me to get the earliest flight available for my business trip.
Customer couldn’t care less
Upon queuing to board a plane, my partner and I were confronted by a service staff member who without saying anything to us, reached across and snatched our drinks from our hands and threw them into a bin.
Finding this rude and undignified, we contacted customer care to express our dissatisfaction with their service, Qantas response was that their staff member acted appropriately. Feeling like I’d just been spat on for asking why did you slap me? The two persons I dealt with on the phone would lie and make unjustifiable comments, when asked to...
- Qantas Domestic
- Verified customer
Flight cancelled last minutes
Got message that your Flight cancelled, and tried to call them waiting for 2 hours on the phone no one answering. Worst customer service in the world, never travel with Qantas.
Can't trust Qantas
You can't trust someone who changes the rules after U commit to an agreement..... frequent flyer scheme is a joke at Qantas..Don't they believe in customer service in the board room. Bet they preach it to the line staff
Try Singapore or Qatar for a genuine scheme that looks after u
no star should be an option
I will never book Qantas again
Trying to find out the penalty to cancel flights to Hong kong given the unrest - on web there is NO email contact what so ever - only phone
I phoned and was advised 1.5 hrs wait - you gotta be joking
Last year too I had a bad experience too - booked all QF flights to Solomons - they code shared one with Solomon and when Air Solomon changed schedule forcing us to overnight in Brisbane - they were not interested - blamed Air Solomon even though it was a QF flight # My overseas will now only be Air Singapore - never again Qantas- and local anything but Qantas
Virgin all the way
Tried to book flights online but system kept not accepting payment when finalising airfares generic issue apparently.
I had a great price airfare and wanted to pay .
Finally restarted again and redid flights and $60more expensive . It accepted payment but very annoyed. Then received an email stating they were holding g the previous flights for 12 hours which was the cheaper option.
Trying to Contact Qantas is impossible absolutely no service at all,
Tried to call a few times voicemail of course and they offer to call you back as delays up to 3 hours to talk to anyone .
24 hours later no call backs
Don’t waste your time trying to contact them
What an absolutely terrible so called support centre .
Virgin beats them hands down
Staff was rude and unhelpful
Needed to change some details spend hours and hours on phone
Flight was delayed by 16 hours
They made us sit at the airport and sleep on the floor
No compensation or apologies
After16 hours when I finally boarded my special mean which was selected Months and months before were not there.
Never flying with Qantas again
Jetstar and Qantas incompetence
Booked my Jetstar flight through Qantas on well-earned points and arrived at Adelaide airport tonight to checkin only to be told that the 19:10 flight to Sydney was cancelled. Never received any prior notification from either Jetstar or Qantas , if I had I could have secured a seat on an alternative flight. This has happened to me twice within the last 4 months. Fed up with the nonchalant reception you receive from Jetstar & Qantas customer service at the airport. Told that the two systems don’t talk to each other and due to privacy laws Jetsta...r do not have access to my contact details. Yes blame the system! Treated like a second class citizen because I chose to use my points. Appalling behaviour and not going to be subjected again to such sub-standard service. Get your act together!
Disgusting Customer Service
I am absolutely disgusted with Quantas customer service ..
I am a Fifo Worker .. Fly regularly from Brisbane to Broome ..
No trip is a joy .. But a big headache... Flghts are Constantly late .. My Baggage gets lost and Flight canceled because no Pilot's ..
There is constant long queues to check in
When baggage is lost the attitude of staff is terrible..
They don't seem to care ..
Why do we pay this Airline high costs for flights for Deplorable service
Lift your game Quantas
Terrible customer service
My online check-in wouldnt work. Called customer service and i was kept on hold for 30min. i was also offered for a call back option but they said that I would have to wait for 2 hours until they call back.
I was making these phone calls at about 0930 Am and my flight was at 0315 pm. Terrible service
Misleading and deceptive conduct
I fly all the time ... Qantas is now bottom of my list ... well underneath even Jetstar. They booked me on another airline flying out of Singapore WITHOUT TELLING ME. The end result? I am stuck in the front terminal at Changi... unable to check in go through security and use the lounge that I have paid for. I might as well have flown sone cheap airline and not wasted 12 precious hours.
Unless they come to the party I will be taking legal action when I'm back in Australia.
- Qantas International
- Verified customer
Shocking Airline - ashamed this is associated with Australia
This is pretty much the final straw with Qantas , I thought would give them one last chance by booking flights to Europe however after today will never use again even if they are the cheaper flights . First issue came this weekend when get a email on the 24-08-19 with no information just they have made changes to our flights and to contact their phone number . After calling their help line get the same automated message " we are experiencing a higher then usal amount of calls etc etc" . call back wait time over 3 hours . (this has been the sam...e standard message for over 4 years now how long does it take you a company to rectify the problem or just happy to keep lying to the public that they employee insufficient amount of call staff ? After leaving a call back I did some research online and found they reason they have been trying to call me our flight on the 10-09-19 between London and Amsterdam has been cancelled due to pilot strike . 3 hour later we finally get a call from a Qantas call center gentleman who had no knowledge and experience made several mistakes on the phone during our conversation and refused to provide his name . Long story short is he asked if we could fly a week later between London and Amsterdam WTH? I then asked about a refund of this flight and was offered only a fraction of the value compared to looking at the average cost of this flight online over a week . This isn’t taking into account the out of pocket costs we have now had to organise to get ourselves to Amsterdam that day and lost for pre booked ground transport etc which he advised accepted no responsibility for and said to claim it on travel insurance . (claiming 20 euro of ground transport with paying xxx amount of excesses I would be losing more money ) Have then asked to be transferred to manager and been on hold for over 2 hours now . No answer on Qantas other contacts like facebook or twitter as well. This company is renowned for poor customer service .
Qantas booking system for unaccompanied minors
I have been told I have to book an unaccompanied minor directly with the airline. This has taken 2 phone calls and then a 6hr wait time and then they hung up
On me by mistake. I have now been engaging in a text message conversation that has been going on for 3 hours. I have now been told I get to pay in addition to the $50 unaccompanied minor fee (fair enough) a $40 booking fee. Are you kidding me? I have no other option but book directly and this process has take over 2 days and I’m still not there yet. Ridiculous!
We just did a week in Honolulu, and flew Qantas from Sydney to Hawaii and back to Sydney again.
I still agree with Rainman, if you want to fly safe, then fly Qantas. The Crew were very professional and helpful, and the Boeing 747, although a bit noisy, was overall a pleasant experience flying in Business Class. We normally fly Economy, but managed to pick up some half price Business Class tickets for this flight, so it always pays to keep an eye on the Web for bargains.
4 out 6 flights delayed
Just about every flight I go on is in some way delayed. Comms is poor. You pay premium prices and when something goes wrong they seek the cheapest way possible for the airline and screw the the passengers.
- Qantas International
- Verified customer
QF20 Flight delayed and rerouted. And we did not have visas
We booked the Qantas QF20 from Manila to Sydney, on our way to Auckland. On the day of the flight I was emailed of the reroute. We were to take a domestic flight from Sydney to Melbourne then to Auckland. When we got to the airport, the supervisor rudely told me that we needed an Australian visa and that it was our fault for not getting a visa and that they could not do anything about it. When I pointed out to him that I was not the one that booked a domestic flight from Sydney to Melbourne and that it was his airline that rerouted us, he took ...a slightly kinder tone. What a phoney. He eventually fixed the problem by booking us in an Air New Zealand flight from sydney to Auckland. The qantas flight was uneventful. The staff could have been friendlier. Meals were not that good.
What a Nightmare experiences!
our flight from Melbourne to Sydney got delayed because they misplaced another passenger’s luggage. The crew and captain didn't announce passengers earlier nor apologized and just let everyone wait for one hour on the plane (after boarding). This caused us to miss our connecting flight to Beijing.
The connecting flight from Sydney to Beijing didn't wait for us even they take off & delay like an hour. We actually can make it if they let us get on board. This what I heard from other passengers who we have the same tour with, this flight even de...layed like an hour, they should give us a chance to onboard. Seem unfair how they miscommunication & inconsideration we missed the flight wasn't our fault. The captain should be communicating well and managed to inform the connecting flight wait for us. This caused us to be stranded at Sydney airport for eight hours. The nightmare is not ended there. We disregard they replaced us to bad schedules with 2 connecting flights. Sydney to Hongkong then Beijing. We spoke to Qantas flight transfer/delay service in Sydney and got booked another flight (China Airlines). The lady who assisted us, Ms. Masako from Flight transfer/delay service. Despite us wanting to confirm the status of our luggage, she reassured us that our luggage would be on the same flight. We have been requested Ms. Masako to print the bags receipts to make sure our bags come with us on board (China Airlines). She refused to do it and she promised the bags will come with us on the same flight. When we finally got to Beijing, we found out that the luggage was put on another flight which still in Hongkong, later flight! It’s been 40 hours and we haven’t got our luggage, and no indication when we’d get them. We have no clothes and had to pay for buying extra clothes and the cost of the hotel refunds. We barely got any compensation from Qantas despite this being the fault of yours. We won't deal with Qantas especially connecting flight such unprofessionally handle your customers. I would say China Airlines have better service and on time!
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Questions & Answers
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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