Qantas Airways
Reviews and Complaints

We have tried repeatedly to select seats for our flights on the 15th March (Sydney to Dubai) and 16th March (Dubai LONDON Heathrow) Your website does not accept the choices. We have tried different browsers. The site is not functioning correctly. Also the pathways for exposing and describing our complaint and predicament are tortuous and apparently function for you as a method to prevent your customers from making requests for help or complaints.

Please ensure my wife (Lyndsay Tomlinson) has an aisle seat. Our fights are EK5001 and EK5101. Booking code KCPP4S

Philip Tomlinson

We were travelling from Hong Kong to Christchurch departing 14th February 2018 flight ref QF98 Connecting in Brisbane and then to Christchurch on QF135. The first flight was delayed an hour which cut our connection time short. When we got to Christchurch airport our luggage didn't arrive. The lost baggage service was appalling, uninterested and wasn't able to give us any information. The worst part was our ticket ref #QF585213 & #QF585212 when scanned said the bags had been loaded to the flight... but they clearly hadn't. What is the point in keeping the bag tickets if the system isn't even correctly loading the right information?!
Overall it's been a nightmare. We have paid a lot of money for this trip, we have travelled a long way, we are travelling around New Zealand so are at a different hotel everyday. We need all our clothes and items such as cameras for all the activities and we have nothing. It's a disgrace!
No one has contacted us and we are left wondering when we will or if we will ever get our stuff! Absolutely wrecking our holiday!

Hard to know exactly which part of my four sector trip from Auck to Bangkok return ( 1 Emirates leg / 3 Qantas ) was the worst... as everything Qantas promised was poor to say the least .
Booked everything business class - If Emirates were a 10 Qantas was barely a two...
Every sector with Qantas ran out of my food selection ! Before they got to me . Business was not full - half at best ! The whole food experience simply did not cut it.. Disgusting food in Fact - inedible... Ha had to laugh at the bread ... Seriously if it had been left in the sun for two days then that would be accurate.. Terrible snobby service and no attention throughout the flight ...
To top all this off - get back to Auckland and luggage not loaded onto the connecting flight ... So back in Auckland three days later and still no luggage! Finally heard back from Qantas asking me for a full breakdown of the luggage as they believe they have found them and had to break all the locks... Why when I have Bus Class tags and Qantas tags with all name and address plus flight details on them... Just how anyone can say Qantas is a top airline is crazy or blind loyalty for whatever reason ...

As of 30 Sept 2017 I lost my Gold Frequent Flyer Membership despite trying to negotiate to retain this membership. I had fulfilled all other commitments and had 570 status credits, just 30 short of the 600 required. I had a flight cancelled (beyond my control) and the QANTAS voucher was waiting for me to use but unfortunately I had to have a back operation on 1 Sept 2017 so I was physically unable to fly and gain these status credits. I offered to buy a Sydney-Melbourne ticket thereby gaining 45 status credits but that was rejected. In fact, there was absolutely no flexibility shown to me as a loyal QANTAS FF member.

For the last 7 weeks I have been trying to get conformation sent to Qatar Airlines that Qantas have not credited my QFF with flights i have taken from Qatar to Melbourne and back also Qatar to Sydney and back because of code booking. Qatar Airlines are willing to credit my Privilage program if Would supply conformation that they have not credited which you have not.
I keep sending emails for past 7 weeks explaing this ordeal to Qantas and have supplied everything they ask for but still, as of todays email, am recieving the same god Damn answer " Sorry sir as we have explained in previous email, we cannot credit your QFF with these flights because of code booking. So i am at wits end with you mob and this has and is causing me alot of stress and discomfort as is expressed in my wording in every email i am having to continueously send because of the incompetence of Qantas Staff in QFF.
Im almost at the point of going to see a Lawyer and sue for stress related symtoms which are out of control everytime i get the ridiculous replies from the QFF department.

20 November 2017 @ approx: 1.17 pm call time 35min: 37 seconds
I had a couple of queries on my Frequent Flyer Activity Statement

spoke to the call centre (female) did the personal check all OK, could not help with a particular query regarding a transaction dated 01 Oct 2017. She proceeded to transfer me to reservation, waited 30 mins, was answered by a gentleman who would not help me because he could not identify me and wanted to put me back to the first call area to go through my check, I was not happy being transferred again after having waited 30 mins, I tried to tell him I was not happy, he said he could not do anything about it and after toing and froing for a couple a few minutes between him and I, he hung up on me. I was very annoyed.
Not the customer service that I expect from Qantas.

Francesca coco

My wife and I flew to Los Angeles 9/10/17 QF 15 Ex Brisbane paid $140.00 for seating near the exit for us both (incl return flight QF 16 6/11/17). When checked in the helpful staff member confirmed we were seated at exit. When we boarded were seated in the Centre opposite the toilet walls with no extra leg room, on return from LA after checking on Internet our seats were shown at the exit when we boarded we were seated at the rear of the wing near the Hostess area were very cramped. I specifically requested and paid for the seats near the exit for greater legroom for my wife and I. As we did not get what we paid for we had a very cramped 13 hours each-way.
This is the first time we have ever flown Qantas (and we have travelled a lot) and have very bad memories, I request a reimbursement of the $140.00 I paid for extra legroom Receipt numbers for my payment are [protected] (Brisbane-LA and [protected] for return.

Thank you

Rob Staddon

Hi,

I call the NZ Qantas contact number to change the departure city of our bookings and spent an hour trying to achieve this with no luck.

We are travelling return from Auckland to Singapore, via Sydney and wanted to change our departure and arrival city to Wellington. We were advised there were no economy flights only business class yet on various web sites, including Qantas, I could see that there were economy flights available. I was not confident in the abilities of the person I spoke with as they tried to book us on a Wellington to Sydney flight that departed before we arrived from Singapore.

As per Qantas requirements I can only amend this booking via the call centre is I am at a loss of whether I can change the flights.

Can you please advise if we can change our departure and arrival city from Auckland to Wellington and the cost to do this. Our booking reference is: WWXHWS - Radaich x4

Regards,
Shelley Radaich.

My family of four, including two children, travelled from Sydney to London on 15 September. We sat somewhere around row 75 and by the time the meal cart got to us they had run out of main meals and we were offered tabouli as a substitute! This was a long haul flight and they couldn't feed us a substantial meal. We paid almost $8, 000 for the flights and ended up with bread rolls, cheese and biscuits and a couple of desserts that they managed to scrape up. Absolutely disgusting and I will never, ever fly QANTAS again. I had another bad experience over 20 years ago so have travelled other airlines on all my overseas trips since then but thought I would give QANTAS another try. Well that didn't work out very well! They didn't even try to see if there were any scraps left from business or first class. Anyway we were extremely hungry by the time we got to our destination. We are Australian and extremely embarrassed that this is happening.

On17july 17 we had booked for a flight from Singapore to perth with Emerates.Going to emirate's they told use to go to the Qantas canter ad they airport, we booked for Emirates because to have more space to sit, but we where put in a plane with so small seats that we hardly could move Qf72.737-800]we paid for it $790 single flight.Than they run out of food with only choose curry dish, wish we both can not have and no other choise and we did not receive any thing else.Both seats where booked on 17/07/2017 through CruiseAbout .We are both 75 and 79.
Emerates flight EK5058
Hope to hear from you.
adriaan struik electronic ticket number [protected]
bardina van viegen struik [protected]

When I think of Australia, I think of wonderful food and service. I have traveled via Qantas several times between New Zealand and the Philippines, and each time there were things on the menu that you had run out of by the time I was served- like a salad or cheese and crackers - so what do we end up getting a small main course served with a bun! No salad, no fruit, no cheese & crackers ! And just before landing in Manila this time we were served a very small helping of the worst udon noodles I have ever tasted! resulting in an upset stomach for several days! You may be trying to cut costs but many I have talked with are far from impressed with the food you are serving - certainly not what I would call 'The Spirit of Australia'

My name is Mazhar Farooq, I was travelling from Charlotte North Carolina to Melbourne Australia on Quants airline in business class on July 21 2017. Given below are ticket details:
Passengers: MAZHAR FAROOQ
Agency Record Locator: NO77W6
AIR Friday, 21JUL 2017
Qantas Airways Flight Number: 96 Class: IBusiness
From: Los Angeles CA, USA Depart: 11:00 PM
To: Melbourne MEL VI, Australia Arrive: 07:30 AM 23JUL
Stops: Nonstop Duration: 15 hour(s) 30 minute(s)
I Got Charlotte airport on July 21 but due to error / problem in their computer system staff member spend more than hour to check me in and finally give me the boarding pass (I am US citizen, nothing wrong but due to issues with the system she was not able to check me in….it was very frustrating). I took the boarding pass, went through the security and got to the gate and lady told me flight doors are closed and we assigned you seat to someone else you cannot get in to the flight. I explained to her I am going to Melbourne Australia and still more than 20 mins left from the flight but she did not care at all. I was told to contact American airline customer service on airport they might be able to help me. I went there and they told we do not have any fights available to send you LA so that you can catch your next flight. I asked them what option I have. I was told leave tomorrow, I asked is their other options and answer was NO NO NO. Long story they put me on flight tomorrow but did not give me seat in Business class from Flight LA to Melbourne Australia. I insisted and answer was NO NO NO. I paid ton of money to relax in 15 hours flight from LA to Melbourne Australia and now I have to travel in Economy due to problem in their computer system ……..unbelievable. I tried my best to convince them I paid for the business class and they should give me seat in business class but answer was NO NO NO.
I am sending you this complaint so that you should compensate (may by providing refund check or flight voucher) for appropriate amount (they difference in price from LAX to Melbourne is close to $3500 from economy to business) and check should be send to home address (125 Shady Brook Lane, Lewisville, NC)
I travel often to Australia in business class (even I used again AA this Monday to come Melbourne and deserve the refund as I am Loyal customer) and I am very upset how I was treated and your staff moved me from business to economy with any fault from my end. Looking forward to generous help.
Mazhar Farooq

I recently applied for a NAB Signature Credit Card that comes with a Qantas frequent Flyer Card.I had given all my details including passport details during my application.
I hold a Malaysian passport and am an Australian Permanent Resident.My passport name is MATVINDER SINGH RAJINDER SINGH. MATVINDER SINGH IS MY NAME AND RAJINDER SINGH is my father's name.That is the system the Malaysian authorities record our names in our passports (our name followed by father's name) to prevent confusion in case there are two persons with the same name.My Aussie driving licence and Bank Cards state it as MATVINDER SINGH or MATVINDER SINGH R S.
The point of this was to utilise the card and Qantas points for my international & domestic flights.
However, Qantas issued a card bearing my abbreviated name, DR M SINGH, Member No:[protected].I am a medical doctor.
I recently flew to Kuala Lumpur return from Hobart flying Qantas code share with Malaysian Airlines.
The travel agent, FLIGHT CENTRE, booked the tickets under my passport name as that is the requirements for international flights.The name should be same as the passport.
However, I was not able to claim my points as the name on my Qantas card is DR M SINGH.
My complaint is why did Qantas issue me a card with an abbreviated name knowing that I will be using it for international flights.They should have requsted my passport name to avoid issues.
When I tried to sort this out with them(all information already sent to Qantas), they made it feel like it was my fault and I must prove my name.I ended sending them loads of documents including a Statutory Declaration regarding my name, which shouldn't have gone to that extent.
I'm really diappointed with all this and till now, my Frequent Flyer points have not been credited.
Also if they put my passport name on the card, will that mean that I have to produce my international passport as ID everytime I fly domectic Qantas. My Driving licence states my name as MATVINDER S R SINGH (Licence No: [protected]). I can't be lugging my International Passport everytime I fly Qantas domestic as chances are it may get lost during the trip. International flight s I will definately have to bring it along.
Qantas should have sorted all this out before issuing my Qantas Card and causing all these problems.
I expect a formal response to my complaint as soon as possible and hopefully the matter can be resolved for both my International and Domestic flights in terms of ID.
Passport ID/Name for international flights and Driving Licence ID/Name for Domestic flights.
My contact Details:
Dr Matvinder Singh
Mobile:[protected]
Email:[protected]@yahoo.com

My flight was cancelled from Alice springs to cains tonight I booked a direct flight and now they have re routed me via Darwin. Adding 3 hours of flying time. I paid for a direct flight

Tried to ring customer service holding on for 1 hour the lady in check in was rude and said so what you are getting there

I paid a lot of money to fly direct 388 dollars

Booing reference T545LB

I would expect a refund of some kind or compensation

It seems there is a lack of customer concern this is my first experience with Quantas

Carol reed

Email [protected]@hotmail.com

My husband and I arrived today 2.10.17 on QF 130 from Shanghai. We originally booked to leave China on the 3rd but we decided to get back earlier and to change the flight we paid $420. The flight was supposed to leave Shanghai at 7:55pm. We have a connecting flight to Brisbane which then arrived at 11:40am. When we arrived at Shanghai airport, we found out that the flight was delayed. It was now at 8:55pm. Then while waiting there was an announcement that the flight will now leave Shanghai at 9pm.

We were worried because our flight out of Sydney was 11:40am. A little later it was announced that it now be 9:30pm. When we landed in Sydney at 10:45am there was another 10 minutes delay . I said to my husband that I don't think we will be able to catch the 11:40am flight. And all we wanted was to get home as both of us were not feeling very well. While on the plane another announcement that our flight now will be at 2pm.

When we all stood up to go out, and while waiting I approached the stewardess, an Indian with short hair.I told her about our situation and if she knew another way so we can be on an earlier connecting flight she said she does not know anything and that it was our fault for not giving ourselves extra 2 hours. I said to her that when we purchased the ticket, we chose the date and time to our convenience and it was the fault of the airline. She raised her voice that every one could hear arguing that it was our fault. So I stopped talking to her. Then when some of the passengers were let out, I also started walking out unaware that those were first class passengers. She said to me that I cannot do that as those passengers paid more than triple of my economy fare within the hearing of other passengers. She could have just said it in a nice way. But because I only flew economy that I have to be treated rudely. I have been flying Qantas for the past 36 years. In fact I have another holiday booked in 2018 for US & Canada. But to be humiliated in front of other passengers is uncalled for. She has to be reprimanded or Qantas will lose its credibility. Why hire rude people?

Dear Sir/Madam,
I submitted a claim for frequent flyer points initially online after using Jetstar to fly return from Perth to Singapore to Phuket return and was never credited after waiting a couple of months. Next I was referred online to a 'helper' who took all the details again from me approximately a month ago. He reassured me these would be credited immediately. To date this has never been done. Details are as follows for the 3rd time, my Frequent Flyer # is 9667737:
Perth - Singapore, MR SHANE THOMAS, Flight # 3K138, date 02/04/2017
Singapore - Phuket, MR SHANE THOMAS, Flight # 3K533, date 03/04/2017
Phuket - Singapore, MR SHANE THOMAS, Flight # 3K538, date 10/04/2017
Singapore - Perth, MR SHANE THOMAS, Flight # 3K133, date 11/04/2017,

I do not understand why this has been so difficult to do. It has wasted so much of my time for which there is no compensation? I am prepared to escalate this problem until it is resolved. This is nothing short of disgraceful, please contact me by text on [protected] if you require further information.

Hi,

My husband David Fonseca dob 07/11/68

Myself Anne Fonseca dob 26/07/69

Have been frequent flyer members at Qantas, unfortunately we have been going through a terrible family breakdown with two children put in foster care.

I called yesterday and got to know my points expired in May 2017 but I was not intimidated and I feel shocked and terrible and ask that it be credited back

Also my husband David Fonseca has his points expiring in January 2018, for which we need it to be extended till 2020 as we have plenty of court cases happening

Please can you extend both our points till 2020 and let us not be put to more pain as we were unaware and due to our circumstances

Kindly reply back on my email

dave. annefonseca @gmail.com

This will clear our complaint being escalated and helping us find some happiness

Regards

Anne

On August 28, 2017 I arrive to the Aukland airport in New Zealand aroumd 8:00PM with the book Reference M77SMB, last name: ARAYA.
I ask to the manager of the office about my fly for the next morning (QF124).
3 weeks before I contact Qantas customer service regarding for my fly and the requeriments of visa to Brisbane (Becouse the fly QF124 was the conection with the Fly QF15), the customer service told me that if I just to need to stay less than 8 hours, there no transit visa was needed.
My surprise was that the manager told me that nathing was posible to do and the only solution for my trip was to buy another ticket in AirNewZeland.
I did that and a Pay almost $900.00 US Dollars, and now want to know how to recover my money due for the lock of training of someone who work for customer service.

My flight was from Dubai -Heathrow 10th Sept 2017 time (9:05 am).
I am a British Asian passenger.

I would like to mention some points which I think is soft racism is in practice with Cabin Crews on-board.

1. The greeting by the crews who were serving food were different for different skin colour people. Example: For white Caucasians is “Sir” for Asians “ mate” or “Buddy”. The person named JP were doing it frequently and Stopped when I said I am not his mate or Buddy and I don’t like it. It was such a hard struggle for him to say “Sir “ to me. I assume he was not born before second world war in colonial time. It was disgraceful and not at all professional manner.
2. The food was served to the white Caucasians first. They were prioritised before me. Example the seats in front or beside me were served first and then coming to me with half-heartedly.
3. The final greeting (when we were leaving the aircraft) were very warm to the white Caucasians and to others were so cold and even with hard face. I wonder if you really like only the white cuacasians as your passengers please be clear in your website and policies.
I never had seen this type of attitude in any flight in my life. IF this symbolises the Australian culture of racism, I would like to avoid your airlines in near future.
I hope to hear from you soon and develop your customer service without racial profiling.

I am a fifo worker that is flying in and out of Moranbah, recently Virgin airlines have pulled out from flying to Moranbah. This makes u guys the sole airline that flys in here now, so what do u do u make the price so bloddy expensive like $1000 from Brisbane to Moranbah, what a [censored] joke, then going home it's a third of the price . Just wanted to know how u can justify this it's a rip off . So of course I can not afford this so I have to drive from cairns 9.5 hrs after doing a 7day swing . So when are u going to drop your prices, u can bloddy fly over seas for that price, just because it's a mining town u think u can put what ever price On it .