Qantas Airways
Reviews and Complaints

Good afternoon,

I am hereby lodging a serious complaint concerning your above senior staff member.

Air Reference No: 5WGZ9T
(QF)Booking No: BBCMVT

Ms Brooke Smith's lack of care and ill treatment of our son Jye Michael Breed will be outlined below.

Sunday 22nd August this staff member refused to allow Jye to board a 45-minute flight from Port Lincoln to Adelaide. Pease accept the boarding gate had not opened at this stage; he had no luggage to check in as he was on way to a job interview to Adelaide.
Please know we accept he was late; however, her attitude and treatment of him has prompted us to formally complain by reporting her poor customer service work conduct.

On entrance he unable to locate this staff member, he then explained to her he was unsuccessful in his attempts to check in online, this is a correct statement a I dropped him at the airport and bared witness to his attempts.

Ms Brooke Smith blatantly refused to assist him and stated he was a "no show!"

I have since been to the airport to ask questions and was informed by witnesses this woman devastated my son by not respecting or listening to his situation at the time. She displayed no empathy regarding the $330.00 air fare or the additional airfare he had to pay to leave the following morning.

Thankfully, the lovely Rex Lady organized a trip the following morning, this has restored some faith in this hopeless situation bought on by Ms Brooke Smith.

I have full faith in any CCTV footage. You will see my son of whom is of Aboriginal Descent was not rude or demeaning in any way or form. He is a respectful humble loveable lad who works very hard to succeed in life.

This woman has damaged my lad's confidence and self-worth...

We are hereby requesting a written apology to Jye regarding her lack of insight, assumptions and judgment of his appearance and character.

This ordeal was noticed by other staff at the Airport, they were aware of the negative attention bought on my son in front of customers. One staff member stated it broke her heart how he was treated!

It is our hope this staff member understands the ramifications of her actions.

I look forward to hearing an action plan in the form of an apology from the above-mentioned Qantas Staff member addressing her inadequacy in people skills and the damage control she started.

Please do not hesitate to call me for any further concerns.

In good faith

Marian Schroeder
[protected]

[protected]@outlook.com

Dear Qantas,
On the 9th of August I booked a return flight to Perth for the 24th of September 2021, reference: 69H113. Tonight I saw on the news your CEO state that all Qantas staff will have to be vaccinated with the deadly Covid vaccine.
It is against my religious beliefs to force someone else to be vaccinated with an experimental drug, which by the way has killed over 6 million people world wide to date, including over 500 Australians and severely effected over 48, 000.
So I do not wish to travel on your airline with staff who have been vaccinated, especially the pilots. As reported, 6 vaccinated airline pilots in Europe have already died from blood clots while in transit.
I would like a full refund for my flights and if you do not wish to comply I will direct my solicitor to lodge a full complaint to the Airline Complaints Ombudsman & Consumer Affairs.
Regards
Trevor Collins - Frequent Flyer- 7024247
email: [protected]@bigpond.com

I have now had to cancel 6 flights over the last 18 months due to flight cancellation's or State closure's...my last booked flight was this July 2021 to Cairns Business class. This had to be cancelled due to QLD border closures to NSW.

I have been a loyal Qantas customer for many many years and when able have a least one long haul flight first class yearly.

Now I am asked to book a flight to regain my Platinum status by August end to which I ask when and where do you think I can go without knowing when and where the flight will be cancelled one way or another...

QFF 0103147 Susan Starling

Thank you in anticipation of a quick reply

This internal flight was to be used in conjunction with a long-haul flight from england that was cancelled by etihad due to covid and oz restrictions
I have tried to cancel it on 27.4.21 and sent emails to customer services and booking services on 29.4., 8.6. And 10.6. With no response from qantas to date
I am very disappointed and unhappy with this lack of care
- for comparison the other leg of our internal journey was with jetstar who issued replacement voucher within 48 hours of cancellation
Clearly they deserve our business in the future if qantas are not interested!

Booking ref.65pei3

I had a flight booking from Sydney to Longreach for my daughter Ella Hammond on 26/6 ref 5BDU7L
My daughter was unable to go to Sydney to get this flight due to COVID so I wanted to cancel the Sydney to Brisbane leg and leave the Brisbane to Longreach leg but was completely unable to get onto anyone. I ended up having to cancel the whole flight and rebook which has cost me an extra $250
I was on hold for 2 hours and gave up. I had previously been on hold twice, 2 and 4 days before for an hour and again didn't get on to a human. This customer service is appalling
How can Qantas claim to have 24/7 phone support? There is NO phone support whatsoever
I would like to receive a reply to this and think since they are offering no phone support, this extra cost should be refunded to me as a credit
I look forward to hearing from someone ASAP
Dr Sarah Goetz

I am making this complaint about the terrible service that I have recently experienced. My Manager booked my flight on Monday. He added two purchased 23kilo bags to the trip with my one already allocated 23kilo bag. My reference number is 68KXZG. Later on in the afternoon, I went online to add another purchase of 23 kilo bag, because I have been in Hobart for 6 months and I need to return home with lots of bags. I went online to do this and found out that the flights had been cancelled and rescheduled to alternative times which did not even make sense. I couldn't add my extra baggage online and I wanted to change the flights to where I got home at a decent hour. I rang at 5:10 to change and was told I would be on hold for two hours, which I was okay for. Finally at 11:45pm someone answered. I'd been on hold for 6 and half hours.

She proceeded to help me with an alternative booking and was looking at a booking for me from Hobart to Melbourne, Melbourne to Brisbane, Brisbane to Hervey Bay. She said she was going to put me on hold and I asked her to please ring me back if we get disconnected. This was at 12:15am in the morning. It got disconnected and I never heard from her. I stayed awake until 1:00am. Nearly 7 hours online with Qantas. I pleaded through an email for someone to ring me early in the morning, showed them evidence that I had been on the phone that long. No-one called me back.

Next, I proceeded to ring Qantas at 8:55am. Once again I was on the phone for 3 hours before it was answered. The lady who answered was Sharon Nyla and she quite abrupt in helping me getting my needs met. She finally found me the Hobart to Melbourne flight and Brisbane to Hervey Bay which I was happy for. She sent the itinerary through the email without my 2 purchase 23 kilo bags that were on the original flight. I asked her to fix it, I then asked to purchase another 23kg bag. For over 30 minutes she kept putting me on hold. I had to pay one hundred and fifty dollars for the 23 kilo bag to go all the way. She promised to send a new itinerary through but she has not. I do not know whether I have my 3 x 23 kilo purchased extra bags, because I do not have a new itinerary. Can you please send me my new itinerary. This was the most horrible experience I have ever had with an Airline. 10 hours on a phone, Can you please fix this immediately! This is not okay service. Please help and fix this. Thank you.

P. s I am the CEO of a recovery program. I often travel to other campuses around Australia. I also found out that one of my residents who was travelling on the same flights as me going back to my campus in Hervey Bay is still travelling on the original flights that I had. How is this possible?

My number is [protected]

Kind Regards

Tina Davie, BSc (Psych), Grad Dip Counselling
Director

I have been trying to get through to your customer service for 3 days and have been on hold each day for over 3 hours without speaking to anyone.
I had to cancel a flight due to border restrictions and was informed on the screen that my voucher code would be sent via email within 24-48 hours as it was automated. I am still waiting and cannot get to speak to anyone.

My reference number of cancelled flight is 6D3X86 and was flying from Perth to Canberra on July 1 and returning July 5. It would be greatly appreciated if someone could contact me with the voucher code in order for me to rebook flights later.

Please call on [protected] or email derek.[protected]@bigpond.com

kind regards

Event time 6:15 to 6:40 p.m. approx. Canberra time, flight QF726 from Adelaide, had landed and docked with the airbridge, the doors opened and passenger instructed to disembark.

Whilst deboarding the flight, I felt that I was mildly physically assaulted and verbally assaulted by another passenger, both at row 27 on the plane and later was accosted and harassed by the same passenger on the air bridge. the event was witnessed by 2 air stewards stand at the back of the aircraft isle.

However, I hear no instruction to passengers to disembark in and orderly fashion front row first.
Such an orderly manner of disembarking is logic, good manners and almost unwritten protocol, part of the Australian culture to que.

The elder lady passenger in 27A asked me to join the que and get her luggage our to the rack. Reluctantly I agreed and stand requested the lady to was pushing forward from behind to stand step back and allow forward passenger to exit.
She stepped back and gave me space, but complained that she has no luggage and had he right to go first.

I commented that she was unfamiliar with deboarding protocol, she still complained, so I said was unfamiliar with the Australian culture.
Well, I was like I had stepped on and emotional landmine. The young woman (about 21) exploded in a tirade of accusation that She was born in Australian and that I was racist. Raising her voice very load so that other passenger could hear her illogical and unjust accusation of racism against me.

She pushed past me so hard that we became wedged between seat back from opposite sides of the isle. By this this the steward had noticed the event. The ill-mannered woman then called out to them accusing me of racism. The tirade of allegations continued as she departed.

When my wife and I departed, she has laid wait for use in the airbridge, almost danced around in front of us obstructing our egress, waving a camera and threatening to put the video on Face Book.
She was intimidating and threatening.

This was a very stress ending to what had been a pleasant return business trip to Adelaide. It was also stressful for other passengers and staff.

Please review the CCT recording of this even with the possibility of baring this female from Qantas flights.

Dr M Fullam-Stone (N.B. 74 year old passenger)
FF # QF5966288
Ticket # 081-[protected]
Booking # SF3QTU

[protected]@hotmail.com
[protected]

In early June I rang the designated number (131313) re the above for our return flights Sydney - Broome. After being advised the wait time was 2 hrs, I had to hang up after 2.5 hours to go to a medical appointment. On 16/6 I again tried and was advised the wait time was 1 - 2 hrs. My call was finally answerer after 3 hrs. The information I was given to locate the necessary form on your website was on partly correct (left out a number of steps), making it very difficult to find. When I asked the operator for the correct email address to return the form, she put me on hold to check. 15 min later she had not returned and I had to finish to call after 3.5 hrs - still not with all the information I needed. The form quotes: [protected]@qantas.com. au but the operator told me this was wrong - she never returned after 15 minutes with the CORRECT email address. I see that your website suggests phoning between 4 - 7 am to avoid long wait times: this is not possible for elderly, ill people. We believe this is very poor service for any customer, particularly those who are 'frequent flyer' members. We are still none the wiser as to where to return the form relating to my husband travelling with his registered PTSD Assistance Dog.

To alan joyce.
Australians are livid by any controls such as vaccine passports
I am extremely outraged by your belief that you are in control of my body and seems to think you can usher in the great reset.
As an australian I did not vote for you and you will be held liable for death or injury
this kind of nazi communist control was witnessed in nazi germany. The germans were told the jews had a disease and they got vaccine cards. I am german
you will be in violation of
the nuremberg code
un international covenant on civil and political rights
article 7
un universal declaration of human rights
article 3
unesco universal declaration of biotech and human rights
article 6
make no mistake/ you will be sued in class action law suit
you are not allowed to force nor coerce any medical experiment on another living human being.
4000 deaths from covid vaccine in usa in vaers documentation which has only one percent of all deaths and injurys reported. So these numbers are well below what
uk has 10 000 deaths. Injurys can be seen on [censored]ute.
Geert vanden bosshe
rfk
dr vernon coleman
michael yeadon a former chief science officer of phizer
prior chief medical officer tal zacs of moderna is also reporting the extreme dangers of these untested mrna permanent dna alteration vaxxes producing protein spikes that destroy all t cells in our bodies and do not ever shut off.
The tests done on animals in states all died.
This is being investigated by the supreme court in arizona.
Fauci is being exposed as funding this in usa as a bio weapon which papers have been found of chinas plans to use this medical weaponry in the future right this moment
they are now allowing pregnant women to be vaxxed without any proper studys.
A 2 yrs and a 1yr old baby are dead after receiving the jab.
T h I s I s not a v a c c I n e
this is a bioweapon.
Our australian 1901 constitution protects us from being medical guinea pigs. It is very clearly stated
if you proceed to allow this grave travesty to occur and if you force your employers to take the vaccine then you will be held liable for their death or injury. And that applys to all business.
All australians will fight this. Many are awake wwg1wga and arnt so stupid to know that a thrust of new case numbers will be from the jab, not covid, especially obvious in australia bc weve had none for too long.
What you propose to do is illegal unlawful and sheer evil.
Make no mistake we know that covid has a 99.7 to 99.9 (in younger people,) recovery rate.
Make no mistake that we see all
we cannot be fooled by new cases. If we have a surge in new cases it is from the vaccines
dr reiner fuellimich along with 1000 lawyers and 10 000 drs are leading the way in a nuremberg case law suits against cdc who.
Davos groups for crimes against humanity.
The pcr test made by drosden in europe are purposely not accurate and they have been testing with 35 sometimes 40 cycles producing almost all false positives. This instrument was never to be used in this way
if you wish to continue in this manner you too will be held accountable to the fullest extent of the law
our gov banned hydroxycloroquine and other very important preventative medicines that are now proved to be 99 percent able to wipe out covid. This decision was based on a false report which has been proven to be false and inaccurate a while ago.
I hope you fail and no body even wants to travel.
I write this on behalf of all australians as a warning that if you proceed we will fight this to the death if necessary for our children and our childrens children
we will no be subject to communism.

I am complaining because l felt discriminated & treated differently on Qantas flight.

I travelled today 4/5/21 from Darwin to Sydney flight 839, confirmation code 6OZSZT, Seat 15D, 1.15 am

I am black African woman, as the meal was being served the passenger in front of me reclined their seat, l already had my table out hence could not reach them to alert them. I asked the woman flight attended to assist in informing this passenger to straighten their seat for at least meal time. she declined to do this & said they are fast asleep, l highlighted to her that, they have just reclined the seat, they could not be that fast asleep, l would not be able to eat otherwise, she said, im not waking them up, handed me the roast chicken meal & tea, left me in the most awkward position for anyone to eat in with the cup of tea not straight, as l continued to ask, ask how i was meant to eat like this, she left me & continued to push her trolley. luckily the passenger must have over head all this & straightened their seat.

what is your policy in regards to seat reclining during meal times?
Why would an attended walk away while a client is talking & without offering a solution or resolution?

I felt l was treated this way because of my skin colour & race, as l noticed her being polite & attentive to other clients!

I did not get the attendant's name, but she is the one that briefed the seats in front of me, roll 14 & 13 in regards to procedures for opening emergency exits .
She has dark off shoulder hair

I was returning from Sydney to Coffs Harbour on the 23/04/2021 after major surgery, my wife decided to spoil me and booked me on a business class flight QF1507 booking ref 5IR8M6, i got to the airport early about 11 ., approximately an hour before the flight was due to depart, the flight was cancelled, the next flight QF2118 was several hours later, this flight was an economy class flight, i was very disappointed to say the least, .yesterday i waited an hour to speak to The Flight Centre [my wife booked through them online ] they gave me a number and told me to ring QANTAS, AFTER WAITING OVER 3 HOURS, .i got through and was told to ring the Flight Centre, .waited 35 minutes to speak to some one who said she will look into it and get back to me which she did about two hours ago, she told me that QANTAS will not do ANYTHING as i still got a flight, i am and have been waiting on the phone for 98minutes waiting to speak to someone in your customer service, .if you book a limousine and the company turns up with a Volkswagen do you expect to pay the same price, ., i can understand now why the wait time is so long their must be hundreds if not thousands of unhappy customers, ., i have 3000 friends on social media and they have hundreds and thousands of friends, it, s the best advertising you can get for free, my post once shared will reach 10s of thousands of people, i will tell anyone and everyone i can how i have been Ripped off and treated, i am a pensioner and this is how you treat your customers, Carl Garson

I over many years have always booked with Qantas being a Frequent Flyer. My recent trip from Port Macquarie to Sydney #1st March QF 2163 boarding 0945. The person employed to use the microphone for all the passenger notices was unbelievably not suitable for this work, his speed of speech his language difficulty made it nearly impossible to understand any thing he had to say a point obviously part of his training for this important work. His other plane activities were good his personal presentation was good but get him into some speech training.
My comments are given for Qantas to be the best .
A.G. Lloyd

Mandating passports proving proof of experimental gene therapy makes absolutely no sense scientifically, but it makes a lot of sense if you are a freemason controlled demonic organization. Remember what david rockefeller your 33rd degree freemason master said, ' when they find out what we have been up to there will be no where left to run, no where to hide.' well we know!

1: Harassment to show my medical exemption
Host tried to grab my properly
Demanded my phone
Threatened to kick me off
More Harassment.

2: Then I was abused for not wearing a mask "How hard is it to wear a mask"
Harassed me cause I was wearing earphones
Trying to embarrass / humiliate me in front of people
Threatened to kick me off — Very unprofessional.
I experienced extreme anxiety.

I have a medical exemption for not wearing mask, I explained this to one host. I talked to captain. He agreed.
I was treated terribly.
Iv worked for Qantas & am a Silver member — iv never been treated like this & I will take further action, if this is not acknowledged.
Michael C Andrijich

Membership number 0866628, Jeanette M Nolan.
I have Qantas money attached to my frequent flyer account and have to continually every few months change my pass word and when I try it near impossible to change the pin number.
I have tried numerous times over the last few days and cannot access the change area as it is asking for certain information, and when correctly entered, still rejects this info.
Enough is enough and I have had it, yours website is one of the most difficult sites I have used, USER friendly, NO NO NO
Perhaps a person would be kind enough to ring me on [protected], Thank you

The Wife and I booked a Holiday to Norfolk Island with a Travel Agent. We had to get to Brisbane from Melbourne to get our Flight there.
To give the Travel Agent more work, I got them to also book this Flight from Melbourne to Brisbane and back and they did. The Flight was for the 10th March 2021 and return the 18th March 2021 and we received our Tickets on the 22nd February 2021 for the Melbourne Brisbane return Flight. I checked with the Qantas Side and our Tickets where there. One thing Qantas did not let me do was book a Seat. The flight to Brisbane was OK. The Plane was a Airbus 330 and the seating was 2 + 4 + 2. They put us into 2 middle Seats, but they left the other 2 Seats empty. That was fine as the Plane had plenty of empty Seats.
The return was the worst seating I ever had. Have flown with Tiger Airways a few times, mostly flown with Virgin as we could change our Flyby Points to Velocity Points, so this is the first time we have flown with Qantas and now the last time.
The reason we picked Qantas is because I dont like the new Owners of Virgin and thought Qantas would be better. But they are still crap.
What happened? Our return Flight to Melbourne was QF637 on the 18th of March 2021 and the Aircraft was a Airbus 330 again with the same seating setup as before. As we have arrived from Norfolk Island 3 hours before we checked in at Brisbane Airport and this, as we boarded the Plane we found out how we where Discriminated by Qantas. The Seats we where given where 27E and 27F. Those where 2 Seats in the middle of the centre Seats. Both Seats beside ours where also filled. Seating there one has no Shoulder Room, just like Sardines in a Can. That sounds OK? Well no. Looking forwards all other Centre Seats had only 2 Passenger's in them with 2 empty Seats beside them. All the Window Seats in front of us, except one, had only one Passenger, plus one empty Seat beside them. We are talking of about 10 Seats empty plus those in the middle. Could not see how many empty Seats where behind us. As I stated, El Cheapo Airlines gave better Seats then Qantas.
We feel being taken for a ride by this Airline being quashed in at the middle when there where lots of empty Seat for a better seating setup.
The question I am asking myself is why is Qantas discriminating against us? We have never done anything against them, matter of fact was thinking of doing future Flights with them as we need to fly back up to Brisbane for a Cruise Holiday we have booked for August, but it looks that they dont want our Custom.
The other reason I can think of is that they want to punish Customers that book trough a Travel Agent by filling any left over Seats after those who booked with them direct can pick the best Seats and let the others seat what is left? If that is so I will have to give warning to the Travel Agent Board of what Qantas does.
I will try to punish Qantas as much as I can by letting others know what Sleesbags they are and put them at the bottom of any other Airline we will book with in future.
I very nearly got up when I could see what they have done and demand a better seating arrangement or walk out of the Plane and demand our Suitcases be offloaded but my Wife ask me not to as it would punish the Passengers on the Plane who only wanted to get to Melbourne and had no blame in what Qantas did.

I cancelled ticket due to medical reasons and have not been sent a credit notice number so I can rebook the ticket, which I need to do shortly.

SInce 3/12/2020, I have been told to call back as the wait time is in excess of 2 hours. I waited for over two hours and did not get an answer.

The message on the phone states that it takes 12 weeks to get either a refund/ credit notice number (no sure which one).

Why does it take seconds to pay for a ticket and 12 weeks to get a refund?
Why does 131313 (Qantas information line) tell you to call back for days on end?
Is this the best that Qantas and Allan Joyce can do?

You can no longer checkin for a qantas/jetstar/qantaslink flight any earlier than 1hr and 30 minutes before the flight. Despite qantas suggesting you arrive earlier for your flight, or use online checkin (no good if luggage is travelling). This is because the chinese owned contractor doig the checkin will charge more. Not very happy when qantas dies not tell its frequent flyers who may choose to not be a qantas ff anymore. And the lounges are also being kept to less hours of customer service. Welk done to the chinese. Bad move for qantas. No doubt you want me to tell more and more people. Happy to assist in this way since you treat me so badly.

Dear Qantas customer service Department,

I was due to board a flight from Sydney to San Francisco on 5 March 2020 in order to attend my niece's wedding, booked through Best & Less Travel in Parramatta. Unfortunately, I fell ill before the flight and considering the current situation was advised by my doctor not to travel for the safety of the passengers as well as myself. I contacted the travel agent (Heeral Trivedi) in light of my circumstance, requesting to cancel my ticket. The response I received on 3 March is as below:
"We called QF and requested, Waiver in Refund /Date Change.
As per Qantas they only give us one date change waiver only those of Infected countries.
Qantas International has made changes to capacity in Asia until at least the end of May, impacting flights from Australia to mainland China, Hong Kong, Singapore, Japan and across the Tasman."
I find this response abhorrent, to say the least considering the very serious nature of the current environment. I was following medical advice, and it's my responsibility to be making informed decisions to avoid jeopardising the health and well-being of others. I again request a full refund on my purchased tickets and should you not honour the refund I will be forced to take alternative steps.
For your reference, I have attached details of my e-tickets

05 MAR 2020 14 MAR 2020
Distance (in Miles): Stop(s):
TRIP TO SAN FRANCISCO, CA
I trust you'll arrange the waiver of my cancellation and look forward to your response.

Thanks
Alika Prasad

PREPARED FOR PRASAD/JAGENDRA MR PRASAD/ALIKA MRS
RESERVATION CODE FLLSKL
Best & Less Travel Shop 4 186 Church St Parramatta NSW [protected] [protected]@BESTANDLESSTRAVEL.COM.AU
AIRLINE RESERVATION CODE OL7H5L (QF)