Qantas Airways
Reviews and Complaints

I recently flew with Qantas Airways and had an amazing experience with their Qantas Fare Products. The options available made my travel around the world so much easier and convenient. The onboard service was exceptional, and the staff were friendly and attentive. I highly recommend choosing Qantas for your next journey!

My wife received an email today from the Qantas CEO listing the reasons to fly Qantas.

This has inspired me to make the comment below.

1 tried to book online without a frequent flyer and membership number you are placed in a never ending computer loop.

2. tried to book a flight from Broome to Sydney through the call centre. I find out its in Fiji. It sounded like she was in a grass hut in the Jungle somewhere. I repeated the spelling of my name many times. The fare jumped up from the on-line price ~$600 to $770. Than going back over the booking i find it was for the 4th when I said the 14th. We start over again and the fare jumps to ~$900 and it takes 27 hours with no check through baggage on the Perth- Melbourne leg. I told her I'm not doing that.

3. I had no choice but to go to Virgin. It was back to the $600 fare

Hi I booked and paid for 2 return flights between Melb and Wgtn ex Melb 20/10 under (Eamon Pollard FF 2275435) ref 5JYBX4 and my wife (Susan Margaret Guenole FF 2376976) ref 5JVY75. Before flying I tested positive for Covid and cancelled flights rebooking with Qantas after testing negative to leave 31/10. We were both deducted $158 from our orginal flights as a cancellation fee.

In the circumstances I feel we did the right thing cancelling once testing positive and as a 20 year plus FF I hope there is some flexibility in the circunstances. We have rebooked and paid new and higher flight costs with Qantas.

Hi There

RE: Flight QF 880 Seat 15A

I left a small black handbag with license, house keys, car keys under my seat. (Seat 15A).

I have contacted baggage area at Coolangatta, Brisbane, Melbourne and Sydney- it has not been handed in as yet. This has been an extremely difficult process trying to get into contact with baggage areas, no-one answers or service desks have not had any staff on to assist.

Can somebody locate this plane and check and confirm it is not under the seat. I noticed the plane was not very clean and it was being turned around quickly, passengers disembarking and passengers boarding to other cities.

If I could get confirmation, it's not on the plane I can move forward with cancelling license, bank cards as well as changing locks and car locks.

Thanks Kathryn Stafford

I paid $747.46 for a return flight from Perth to Karratha on 12 July 2021. Due to covid I could no longer travel so qantas gave me a flight credit, which expires in December 2023. The email address they sent my flight credit to was [protected]@DonnaNicoleSims.com

This email address was set up for a consultancy business, which I no longer operate. I didn't realise that the email address was only valid for 12 months and I therefore cannot retrieve my flight credit from Qantas.

I phoned Qantas on Friday 11 August and spent 40 minutes on hold whilst they tried to retrieve the flight credit for me. Their final response was that they cannot retrieve the flight credit without the booking number. Unfortunately I don't have the booking number because it was attached to my flight credit in the email I can no longer access.

I believe Qantas would have a record of my flight credit and the email that was sent to [protected]@DonnaNicoleSims.com

My request is to have this flight credit emailed to [protected]@yahoo.com.au

If I don't receive a response then i'm going to contact the Department of Consumer Protection.

I have a travel pass with the following details:

Voucher Issued To: Thomas C Madin QFF [protected]

Voucher Number: [protected]

Expiry Date: 12/23

Voucher Balance: $757.00 CurrencyAUD

We are no longer able to fly and request a refund of this travel pass / credit.

Please advise what we must do to facilitate this.

Thank You,

Tom Madin

[protected]@gmail.com

[protected]

11/12/22

Original Flight Details

Q1

Booking reference #6AX8EK

Sydney - Singapore - London - Dublin

London arrival - 6.15 am Terminal 3

London to Dublin - 7.30 am Termninal 5

Singapore - London was delayed. The flight attendant told us that we would not have enough time to get a connecting flight to Dublin, leaving at 7.30 am. We were booked on a new flight at 10.40 am from terminal 5 with British Airways.

Upon arriving we double-checked with staff, who were standing and blocking the escalators and stairs after disembarking. They confirmed, our flight was with BA at T5. We were not told of any documentation we needed and there was no reference to confirmation via text/email.

My partner Enda, our 4-month-old son, Julian and I went all the way to T5. We had to stand in a queue for 40 min. As time was passing, I called a member of staff to help us as we only required boarding passes. There was an issue with the printer, as far as we could see.

A British Airways service agent came down to us. We were told that Enda and Sandra were booked on the flight but Julian (infant) wasn't. I was adamant that I was told by Qantas on 2 occasions that we were booked onto the flight.

She went away to check some information, out of our eyesight, and she returned to apologize and let us know that none of us were actually booked onto the flight. We were told to go back to T3, Qantas service desk.

Please note we were now traveling for more than 24 hours. It was extremely hard to look after our baby, we were nearly out of baby essentials, time was of the essence to get on this new booking but our baby needed to be fed again and changed.

We went back to the Qantas service desk where we were in the queue for 45 min. Once we got to speak to an agent, she could not help and we had to wait for the other member of staff. Another 30 min. 2 hours and 30 min with a 4 month old.

This was extremely frustrating as it was nearing 9.30 am.

Finally the other member, a gentleman, called to check and we have no idea what the discussion was. However, we were not able to get the 10.40am.

We let him know that we traveled from Sydney and had a 4-month-old baby. We need to get on the earliest flight. We asked who was accountable for not sending the information to BA. He was not able to answer us.

He then offered a flight from London City - which would mean we would need to collect our bags and make the 1 hour and 30 min trip to London city (in light traffic) We could not accept that with a baby, in the middle of winter.

The next available flight was at 21.15 pm Monday the 12th. We asked for our tickets. He was unable to issue them and said to look out for the email in the next two hours. If they didn’t come through he advised us to call a number as the desk is closing and would re-open at 4 pm. That was 7 hours away. No offer of meal vouchers, no hotel offer. It was expected to stay 14.5 hours in the airport.

They left us with a 4-month-old baby, in the check in area. Freezing. Unable to get into the departures. No tickets.

I have never been treated so badly by an airline, it would be one thing to do that to an adult but i had a 4 month old infant. In the middle of winter.

We had to charge our phones and there was no area in the Terminal as the restaurant was full - no connections worked in the coffee shop. We had to sit on the freezing tiled floor near boots, while our phones charged for over two hours. Two hours passed, and there was still no warm area to sit down. Still no COMMUNICATION from BA / QANTAS. We were now traveling for 27 hours as we were exhausted and freezing with a very upset little baby.

Under no circumstance was this ok. NO ONE would help us.

We went to BA self-service check-in - a ‘coupon’ not a boarding pass for all 3 printed. I have never seen this prior. We asked a member of staff and they said our e-tickets must not have been issued. We will need to wait for Qantas.

We finally got into the restaurant, I called Qantas number and waited, I relayed the horrific experience and they said tickets will be issued asap.

We then had to reorganize our trip, In Dublin we hired a car that I had to tell them we would be unable to pick up costing us 185euro. No transport as hire a car would be closed at our destination. We then needed a hotel - costing 265 euro.

We still had no boarding passes / etickets by 2pm. We spent 9 hours unable to get into departures. We finally received tickets at 4pm. After many calls - international calls. Again costing me in both stress and financially.

Upon check-in back to terminal 5.We relayed the info to BA agent. We asked where our bags were and she took our tag numbers and assured us the bags were “ definitely assigned” we actually begged her to be thorough as we had already gone through so many nappies and infant clothes. We were very concerned as it was minus 3 in Dublin. We would be arriving into dublin after 11pm and had no clean clothes left after 35 hours of traveling.

Once we entered through security. Our flight to Dublin was delayed twice BA 824. The flight eventually left after 11 pm. Our infant was the most distraught we have ever seen.

We had been traveling for over 44 hours. Once we landed in Dublin Airport yet again we were let down. None of our bags were on the flight.

I was in tears and had to give my baby my own Jacket. As he, unfortunately, spit and soaked the coat we had for him. There was no amount of carry-on that could have prepared us for this shameful experience.

We then had to go to self-service swissport and write up a report. We then left for the hotel, finally at 1 am.

I called Qantas to report this and was utterly traumatized. There was absolutely no empathy or basic customer service. The following day we collected our car and headed back to the airport,

Apparently, the report spent 30 min to submit actually didn’t matter. We had to submit a new report. Dec 13, 13.00 pm we left Dublin with no luggage for any of us. We spent the next few days, buying essentials and rearranging our holiday. We had to cancel a hotel in the south of the country due to having no luggage.

I followed up multiple times, swissport and BA portals were not updated. Qantas completely washed their hands of us. By the 16th Dec this was truly the most horrific customer experience.Our infant was now very sick. No one was answering emails or calls. I called Qantas at 19.32 pm (Irish time) and the representative hung on me.

I engaged local media and every British Airway and Qantas contact email I could find to escalate.

In total, I sent 17 emails to 26 email addresses. I finally traced my bag through an Aerlingus agent - they were the only people answering their phones.

I found out that one bag landed in Dublin on the 15th and there was no courier to ship this to us.

We made the executive decision to go to Dublin to get the bag on Saturday the 17th, It was too cold and we couldn’t possibly bring back all the clothes we had to buy. Due to weight restrictions. On route up, we were emailed that all bags were in Dublin. Then asked to fill out a customs form.

I really don’t understand why this form is not given to us on the day we reported it. On holidays who has access to a printer and scanner? Extremely inefficient. Once I emailed back. I received no response.

This was the most extreme traveling experience I have ever heard of. Our baby got so sick from this trip we had to purchase a nebulizer machine and antibiotics.

Qantas is accountable for these horrific circumstances and I should not only be reimbursed for the expenses but absolutely compensated for the inhumane treatment. I understand that perhaps in that adults traveling may have to burden some unforeseen circumstances but no company should be allowed to treat an infant like this. In claiming for expenses - I was denied all claims. However, I was asked to submit all my expenses for assessment. After 3.5 months Qantas got back to me and denied my request and told me to go to BA. I was now outside the time of my travel insurance.

We hadn't been to our homeland for 4 years and this completely ruined our trip home - it took time and finances away from us. Time my son could of spent with his grand parents, Certainly a horrific experience and worse of all no compensation from Qantas.

I received a text from Qantas 16/7/23 at 19:30hrs to say my flight back to Perth via Singapore had been delayed and to go onto the website to check flight status. It was a 12 hr delay with no offer to find accomodation for the night, even when I called the Qantas helpline early the next morning. I spent $650.23 to get a room for the night of 17/7/23 ready for a 9am departure and obviously more to have a meal that evening, some 30 english pounds.. I was then informed I would have a 15 hr stopover in Singapore. Qantas did provide accomodation for the day which was appreciated however so it should have. Not only did I have a 15hr stopover there was no direct flight to Perth and I had to fly to Sydney on the other side of Australia to then fly back to Perth. My original final arrival time in Perth was 23:55hrs 18/7/23. I finally arrived in Perth at 12:20hrs 20/7/23. My stress levels were through the roof. I do understand that delays cannot be avoided however the total lack of empathy shown was disappointing to say the least. Hotel details below, Kind regards Jenny Duckworth



Hilton Garden Inn London Heathrow Terminal 2 and 3

Heathrow T2, Hounslow, England, TW61AH United Kingdom

View hotel Map and directions

Reservation dates

17 Jul. 2023 - 18 Jul. 2023

Itinerary #

[protected]

Check-in and Check-out

Check-in time

3:00 PM



Check-out time

noon

Check-in policies

Check-in time starts at 3:00 PM

Check-in time ends at anytime

Minimum check-in age is: 18

If a late check-in is planned, contact this property directly for their late check-in policy.

Special instructions

Front desk staff will greet guests on arrival.

Room

Guests

Reserved for Jennifer Duckworth

1 adult

Room

Room, 1 King Bed (Runway View, High Floor)

Room requests

1 King Bed

Non-smoking room

Price summary

Price breakdown

Room price: AU$650.23

1 night: AU$540.88

Taxes & Fees: AU$109.35

Total: AU$650.23

Collected by Expedia

Unless specified otherwise, rates are quoted in Australian dollars.

Additional hotel fees

My wife and I flew from Adelaide to Maroochydore via Sydney last Monday, 17 July. When we arrived, the suitcase with our clothing in it did not arrive. it was finally found in Sydney and sent to Maroochydore the following day.

In the circumstances, my wife and I had to purchase night attire on the 17th, as there was little prospect of our suitcase arriving that day.

Baggage number was: QF 828391

John & Judith Hodgson

One of my bags got delayed I wait an hour until I went to talk to someone in the airport since Quanta’s CS was close finally a lady name Allison from baggage claim show up in the customer service area with a big attitude I handle her my electronic boarding pass and she refuse to take it then my husband handle her his paper boarding pass she took it and I was astonish about her attitude I proceed to talk to my husband about how we will never use Qantas again then she stood up and told me that I have to check my language and if I don’t deal with her tgen I have to go as she was about to give me a piece of paper then i thank her and told her she was been incredible Rude I left to talk to someone in the check in area and proceed to talk to Maria her supervisor I’m still waiting for my bag I had to stay couple more hours in tge airport for my bag. Hopefully this employee is terminated or discipline for this terrible customer service experience.

I made an online booking in April 2023 and the Poli system failed but the fund was still deducted from my bank account. I emailed customer care on 1st of May 2023 and had a reply on the 9/05/2023 confirming that the fund went through and will be refunded into my account in 21 days. I sent a follow up email on the 16/06/2023 to no avail. As of today 14/7/2023, I still have not received my refund. I am a Qantas frequent flight bronze member and just started using Qantas because of their great inflight services and reliability however this experience with customer care is starting to make me think twice about future using of your airline.

My reference number is [protected].

Myself and my family, 5 people in total, were flying out of Melbourne to return to the United states. Our flight number was QF 93. We paid 900 dollars for excess luggage, which was reasonable. Unfortunately, our connecting flight had to be changed due to a delay in the flight. Qantas and One world were very accomodating and booked us flights the next morning with United. Unfortunately, we had to pay another 900 dollars in excess luggage. This unexpected cost grossly exceeeded our budget for the trip. Had I known that this would be an added cost, I would have tried to do something about it but I hadn't been informed that that would be the case

Have contacted Qantas in regards to booking reference LMBD7L, for a refund of A$902.40. Qantas customer care-[protected] replied Feb 3rd 2023 indicating I would receive a full refund within 14-21 days; however to date I have not received said refund. Over the past 6 months I have sent numerous emails and spoken with their customer care about 6 times who promised to get back to me to no avail. At this point I am at a loss on how to proceed.

In January I made a booking on behalf of my parents reference number 6OODMZ to fly from Brisbane to Cairns. I received an email on 15 February advising that our booking had been changed and if we were not happy with the change we could "view our options including a refund or where applicable a flight credit". Since making the booking my mother had encountered health issues and required exploratory surgeries and tests, so my mother thought that we should look at cancelling the flight and get a refund, as she was uncertain of the outcomes of the tests. I followed the link to make sure that she would get a refund, but it also did not ask me to refer to the terms and conditions of buying the ticket to be entitled to the refund. My mother called customer service after I cancelled the ticket and was reassured that she would receive a refund except for an administration fee of around $100, but would take 8 weeks to process. So when she received a refund of $67 she was in shock and called QANTAS prior to attending one of her specialists appointments and then called me, saying they hung up on her. I assume she was very upset and with the pending specialist appointment may not have been calm, she would not have sworn or been abusive, as that is not in her nature. So I called QANTAS and spoke to Jo who listened to what I had to say and told me that I would be getting a further refund of $985.12 but it can take up to 8 weeks and that time has not yet passed. I have since made phone calls on 18/04 and 28/04 and 8/05 and 11/05. During these phone calls I have been told we would be getting a refund and on other occasions I have been told that we would not be getting anything because of the type of ticket we have purchased. I lodged a complaint form ref number [protected]. and have been told that I would be called back, I still have not had anyone call me back. I have received emails which say different things, one advised we would not get anything and others say that we would be getting flight credits. Due to the age of my parents and they live in a rural area so do not fly regulary, a flight credit is not very useful. I am requesting the refund on the basis that:

* QANTAS changed the original flight and advised we could get a refund

* Phone conversations with customer service officers in the initial days we were advised we would be getting a refund.

I have all copies of emails and can provide dates and times of calls if you require them.

I have always been respectful to the officers I have spoken to and I would like to see this resolved with a refund as promised.

My phone number is [protected] and my email address is paula.[protected]@gmail.com.

I prefer that you call me so I can discuss this with you further.

Regards

Paula

Hello,

On the below flight from TSV to HND my baggage was damaged. I am unsure if it was the first flight or during the connection in Brisbane. However after arriving in HND I noticed the damage. Pictures attached.

NAME: JOAOVICTOR C COGO

BOOKING: 3MM8NW

l-TICKET NO: 081 [protected]

Membership [protected]

PS. The pictures are not loading. I will send pictures in a reply email once I receive an email from you.

Reference number 6kt6lm

Frequent flyer

9187261

Card Number qantas pass [protected]

3 of the Customer service workers spoken with include-

Marc id number 663909

Tara

Avid id number 54262

Have had refund granted several times with same response when I call to ask for when payment will be received. 4-6 days to process.

Please explain

Each conversation has been stated as recorded and will be acted on promptly including being escalated to team leaders of finance team.

Still no refund

Please explain