Qantas Airways
Reviews and Complaints

Good day,

Due to covid, my Qantas flights were cancelled and I received travel passes for the credit. As I will no longer be travelling to Australia before the travel passes expire, I phone Qantas South Africa requesting a refund. I spend more than an hour on the line for the consultant to check whether the travel passes qualify for a refund. She confirmed that they do and started processing the refund. After a couple weeks, I followed up and they advised that they are still busy processing the refund. I received notifications to say that a technical flight was created for refund processing purposes and as soon as it is done the refund would be in my account. I followed up weekly and they confirmed that they were still busy processing the refund. Following several weeks, I received a mail on the 15th of August stating that: "We have received feedback from our refunds team. As the original reservation was made through a travel agency before it was placed into a travel credit the option to refund the Qantas travel pass is currently unavailable. This means the travel pass received via email on 17 November 2021, may be used for future bookings as there is no refund option available." I immediately responded to say this is untrue as I did not use a travel agent and paid with my own credit card. They are not responding to my mails. This cannot be acceptable.

My partner and I are planning a trip to Europe (Germany, UK) and the US later this year. For a while, I checked the Qantas website for flight and options and I now have a pretty good idea what flight I want.

After staying away from the Qantas website for a couple of weeks (but checking using travel industry websites) I decided to go online and book my trip.

I logged on to the Qantas website, selected our flights (all showing as available) and hit proceed. Filled in all of our information and chose seats. Hit proceed to pay, only to receive an error message. There was no means of going back to the previous screen, no means of saving the trip.

So started again. Selected the same flights. Surprise, the cost had now increased from $8,400 to $9,500. Completed all the fields as before and received the same error message.

Repeated the exercise, same flights etc. Now the cost was $10,300. Clicked on proceed once again, but received the same error message.

Desperate now, I called Qantas. Surprisingly the call was answered within a few minutes.

I explained the problem to the person at the other end. She couldn’t explain how to deal with the issue but suggested that we just do the booking by phone which we did. She calculated the cost and told me it was $10,200.

She then emailed me the itinerary but I found one leg was missing (Berlin to London - seems odd that she didn’t pick it up herself). So, she updated the booking and happily announced that the revised cost was now $19,000 (yes nineteen thousand dollars).

Given that the missing leg was a flight from Berlin to London it is difficult to see how this can cost an additional $9,000.

I told her that I could not accept that the cost had increased by that amount for one additional short leg – the best she could do was say that’s what her screen says.

So I ended the call and tried once more to do the booking online. Much to my surprise the booking was processed (the only thing I did differently was change my phone number). However, the cost was now $10,400. For the same flights that two hours earlier were going to cost $8,400.

For what its worth, I am a lifetime Qantas Gold Frequent Flyer. It doesn’t seem to help me in dealing with Qantas though – they seem to treat everyone equally badly.

I have since been doing a daily check of the cost of the same flights and they have been consistently between $8,500 and $9,200.

It is very difficult to understand how Qantas can escalate a cost from $8,400 to $10,400 in the space of 30 minutes and then by another $10,000.

Screen shots of the prices since I booked my flights are attached.

On 7th July 2022 travelling to Broome for holiday and tour in WA. Our luggage did not arrive in Broome and we were left without luggage until 22nd July 2022.

Customer baggage receipt no: QF635948 & QF635971

Reference no: 5RHMV6

Cost for replacing luggage so we could keep travelling and return home was $1492.82 which we have receipts.

Rockmans invoice no:[protected] $50.30

Adelaide River : 15970 $38.95

VA Fashion : [protected] $150.00

Kimberley Ornamental: [protected] $220.00

El Qestro : 014929 $35.00

Woothworths : W4304001 & W4304063 $55.34

Pharmacy Broome: 404621 & 404646 & 281568 $110.09

Sportspower : 22-[protected] $335.00

K Mart Broome : 2706401 & [protected] $253.25

Asure Beach : 62529 $84.90

Barrells Surf : 61482 $159.99 Total : $1492.82

I have 2 complaints to lodge .

1. My flight was cancelled by Qantas , flight details 6QE84X , this was booked through eDreams booking reference [protected] . Flight date [protected] . This has been more than a year , I also had to sign up again at the cost of $90 as this matter has not been resolved at your end .

2. When booking a trip to Perth , the Qantas site timed out , I had already submitted credit card details for the flight I wanted . i re submitted info again not realising that I was double booking same flight 6RG5PV & 6RAOSU . I realised a day or 2 later when looking at bank accounts . I requested that 1 of the duplicates be cancelled , I received the refund of $352.10 in a matter of days , I was very releived as still waiting on money from a year ago as previously mentioned in complaint number 1 .I flew to Perth 6QWBVV and as far as I was aware I was booked to return to Canberra on [protected] as per my booking , however when I tried to check in at airport there were no bookings showing . After several staff members tried to assist I was advised to talk to someone else . This is when I was informed that Qantas had cancelled both flights and refunded both . This is not correct , as I have been refunded for 1 flight at $352.10 , if I had been refunded for both I would have noticed and been able to book another flight at a similar price . Instead I was told that I had to call a number and book another flight . I was able to do so , but at almost twice the price . This is not my mistake and I beleive that I should have been offered a flight at the original purchase price . So as it stands I am now out of pocket $ 352.10 plus the additional $ 302.44 , I expect to be reimbursed for my out of pocket expenses and obviously the refunded amount from the flight cancelled by Qantas . Please resolve all of these issues preferrably straight away .

Regards Richard Laverty

I was emailed by you on 30/6/2022 confirming my refund will be paid. Booking reference is 5MTMSK. Please pay your debts and don’t blame my bank!

Thank you for your incompetence

Robert Prince

I have added an attachment of the flight. Everthing is there.

PAY ME WHAT YOU OWE!

Frequent Flyer No 1923321

2 expandable suitcases purchase RRP$330 each.

Cost 24972 F Flyer Points plus $74.40

5 year warranty - purchased May 2019

Items 33P7E0000365 & 367

Each suitcase was damaged beyond use in one flight each in 2022.

Your compensation was to credit my account with 2000 frequent points

The suit cases were not fit for purpose.

We have prepared documentation for QFAT and will be submitting to them shortly, if you fail to respond to our satisfaction.

I will allow you 7 days.

NOTE - Qantas have not responded to the OFT C-[protected]

Robert Prince:[protected] Bronze

Email 30/6/22: You apparently refunded the cost of my ticket on this date. Booking reference 5MTMSK

I haven’t received any refund. It’s been 5 weeks

I have rung twice, no one can help me. Check our recorded conversations.

You have all the information. If your finance department are having difficulty with a direct deposit I am happy to help. Enter BSB and A/C No. and press send. For further assistance please call me directly on [protected]. But please don’t give me the “contact your bank” routine.

Thank you

Regards

Robert Prince

Financial Controller. (I have added a photo of my scones, ring me for the recipe, and our cat Spud)

Thank you,

Robert

Booking reference no. 59TGKS

Had to cancel trip for personal reasons.

When cancelling I pressed the refund button. which was an option I was able to choose. I didn't wish to have a flight credit.

Received an email 1st June stating that my refund has been processed. The only money I received back in the bank is the tax component.

Have rung twice to get this resolved as i am out of pocket now $1800.00 only to be told a refund is not possible.

Why give me the option to cancel for a refund, if you don't actually refund the cost of the full fare. I have asked this to now be reverted into a flight credit seeing I can't have my money back.

1. 18/02/20 S5H4EF QANTAS Flight Credit issued for $950.40

2. 11/11/21 Flight credit moved to QANTAS PASS for $950.40

3. 18/02/22 Tried to book ticket, ticket not issued $663.29 of QANTAS PASS locked up

4. 06/03/22 Return ticket issued to SNG $287.11 only available on QANTAS PASS, consultant advised locked up $663.29 would be back on the QANTAS PASS in 15 days

5. 22/04/22 Complaint 0512084 raised as $663.29 still not on QANTAS PASS

6. 21/07/22 I called call centre and spoke to Mark who tried to process the missing $663.29 back onto the QANTAS PASS.

7. 26/07/22 Received email closing the complaint 0512084 advising the Qantas Pass balance is AUD 663.29, have been checking and this is not reflected in the Qantas Pass balance is $0.00.

8. 01/08/22 Called call centre spoke to Pei who advised he would get this sorted and call me back same day, never received a call back and balance still $0.00

9. 02/08/22 Called call centre spoke to Chuma who advised she has raised RITN and someone should contact me in 5 days.

PLEASE NOTE these aren’t all the calls that I have placed as some of the consultants hung up on me, or placed me on hold and call was terminated, voice was distorted and unable to hear. I have spent many hours trying to get this sorted and it still is not, and I need to book tickets to go to Singapore for the end of September 2022.

i booked a flight for 4 people to travel to Melbourne on 22nd of July by mistake - (booking reference 5K5NKT)

i was meant to be 23rd of Sept -

i canceled to first booking within a minute - i cancelled the flight straight away

and rebooked the correct date (new booking reference 5KGQ42)

i'm now being told - no refund because i cancelled online and that i needed to

ring - I dont have time to spent on the phone due to previous experiences

i didnt ring because if you look at my history you can see i had two flights cancelled on me last minute - i rang to get a refund and was on the phone for over an hour both times - i was then told it would be 8 weeks to get the refund

after 10 weeks (no refund) i rang again and again on the phone over an hour for which i was told both times a mistake in house has been made and that has now be corrected but i need to wait another 8 weeks for the refund

i have had to make that time up at work i spent on the phone - no fault at all on my part at all - and no compensation offered or given

but when i make a mistake and correct it within a minute im told bad lunck no refund you should have rang us not cancel online

i find this extremely disappointing after what i have been through with Qantas

it seems when you make a mistake im told to be patient - yet when i make a mistake i'm told bad luck please read the fine print

i have always travelled with qantas even through it costs more

On flight QF1, Apr 12th 2022 I travelled as a Premium Economy passenger on an aborted flight which pitched us all into the night in Darwin. I was given the address of a hotel for overnight accommodation - the Doubletree by Hilton and on arrival at it and its neighbour I was told that no beds were available so Qantas in Darwin had sent me (aged 77) into the night with no accommodation on offer. Had it not been for the kind intervention of my cab driver, I would have been stranded. On my arrival home, I contacted Qantas customer care @qantas.com, was allocated to an officer Karin and given a ref number [protected]. From there and under discussion I was given recompense for my expenses £142.04 on May 5th. On May 9th I was awarded £55.00 for a broken suitcase wheel (between Brisbane and Darwin) as I had to carry the case while searching for the unavailable hotel. I asked for a further gesture of goodwill and was offered eventually £100 to be deposited in my bank account. On return from holiday on May 24th I e-mailed Karin to ask that the £100 be put in my account but, despite several e-mails have heard nothing since. I can supply more details if you wish and I do have the chain of emails to and from Karin should you request them. Please help.

From Michael Peck AM

Frequent Flyer No 35277

Since Tuesday 26 I have been attempting to a Melbourne - Sydney return flight for my wife and myself - departing 19 August returning 28 August.

26 July - 3 telephone calls to Qantas reps were lengthy and unsuccessful

27 July - a call to Qantas representative ZAIBUN between 9-29am and 10.29am advised booking 5MU86Y had been made with payment of $851.54 from my Qantas credit card no. [protected] and $44.02 from my Visa card.

From 26 July to 27 July my bank statements show 13 attempts by Qantas to take various amounts from my Visa account ranging in value from $22.00 to $859.74

29 July a telephone call to Qantas rep MALA no M662856 lasting from 5.15pm to 6.40pm revealed booking 5MU86Yhad not been ticketted.

Also two emails received from Qantas Credit Card advising that ammounts of over $400 have been deducted for my Qantas Credit Card

I paid for a upgrade on a trip from LA to Brisbane 6RT79Y on the my flight from Phoenix was delayed and therefore I could not make the plane and had to stay overnight in LA till the next day I got on a flight but there was no business available and there was no premium economy class available so travelled back in economy.

I have spoken to 6 different people and they have all said they will be putting through the credit but still I have not received my points or the return of $640 paid for Business.

Not to mention how long I have waiting on the phone to get this resolved ! I know you are busy but this is just so not fair!

I am a life member of Qantas and always travel with you, again I am going to Singapore in October Business class.

Just very disappointed

I bought my flight (booking #)NMAUSH forward and you charged me $484.18 extra to bring my flight forward. I missed my connecting flight from Perth to Qatar, which resulted in frantic attempts to change flights. I missed my daughters 1st school event and you still haven't found my luggage. It took an extra 6 hours on crap planes with crap seats. I should have gone Scoot, 1/2 the price, 7hrs faster and the luggage I wouldn't have been able to take would still be home safe. The supervisor I spoke to in Perth was excellent in trying to get me to my daughter ASAP and she also mentioned that I should write this email in order to get the cost mentioned above refunded.

Robert Maurer

e. [protected]@gmail.com

p. [protected]

I recently flew from Honolulu to Sydney, leaving on Wednesday Hawaii time. I noticed that most of the passengers ignore wearing a mask. I wore a mask the whole trip but no-one around me did.

Yesterday I tested positive for COVID. This now means I cannot start my new job today and it may in fact cost me my job. I think your wonde4rful cabin staff should ask passengers to put on their mask if they are not complying with the requests sent over the entertainment system by walking around and asking people to wear a mask correctly.

This may prove to be the most expensive flight of my life.

Chris Stephens

I write to complain about the shocking service (or rather lack of it) my wife and I received at the hands of QANTAS on our trip from Canberra to Melbourne (and return) last weekend.

Shortly after our arrival at Canberra airport on Friday 1 July 2022 we were informed that our QANTAS flight scheduled to Melbourne had been cancelled. As a result we were forced to go from Canberra to Sydney then Sydney to Melbourne incurring a delay of more than 3 hours. Of course no explanation, reason or apology was provided for this huge disruption to our trip.

Our return flight on the following Monday (4 July) was scheduled to leave Melbourne at 0900 approximately. Again shortly after our arrival at the airport we were advised that the flight would be delayed for more than two hours. As a result of this delay we missed an important commitment in Canberra. Again no explanation was offered or apology given, a further display of the arrogance with which QANTAS has come to treat it’s passengers.

As if the above was not enough of a condemnation of QANTAS’ care and commitment to it’s passengers, we were treated to a further farcical announcement whilst waiting in Melbourne to the effect that QANTAS was seeking 60 volunteers from passengers on the scheduled flight to the Gold Coast to defer their travel until the following day as ‘too much petrol had been put in the plane’.

When mentioning these incidents to friends each of them without fail said that it happens to them most times they fly with QANTAS. What an embarrassment for QANTAS and an indictment of the company that QANTAS has become – careless and uncaring both for customers and for outcomes. What has happened to the concept of customer service? It is clearly not in force at QANTAS.

Since January have contacted the airline every 4 weeks or so, the last being the 10th June requesting a refund on my Qantas Pass. Everytime I ring I receive approval and have been assured that a refund will be repaid back into my account, some call centre staff promising 5-6 working days, others 4-6 weeks.

Rang again this morning as once again on checking my account no sign of a refund. Made a call and not only did I speak to a gentleman who I could clearly not understand plus he hung up on me although at all times I was respectful and courteous to him.

As you can understand 6 months down the track I am more than frustrated with Qantas. My booking reference no. is 67YZWQ. As we are now in a bit of financial embarrassment it would be more than appreciated if this case could now be closed.

URGENT - The submit button on your website is not working. I am NOT able to submit the medical exemption form for my step dad (Francis Leon Du Casse)

Please advise urgently whether this process is no longer required?

My dad is departing with my mother (who is fully vaccinated) on QF64 on 12 July 2022 from SA to NZ and transiting AUS for less than 72 hours.

I called the call centre who informs me to lodge a complaint as they are not in contact with the IT team.

My name is Laetetia, a NZ Citizen and my contact details are:

[protected]@aklimmigration.co.nz

Mobile nr: +[protected].

I was issued a Flight Credit reference 64MQHA for cancelled flights for my wife and I. When I tried to book a flight using this credit I was told it had been transferred to "a new system" and that I had been sent an email explaining how to access the new system. When I could find no record of receiving that email I telephoned the Frequent Flyer line. After being on hold 1 hour and 40 minutes I was told the same story about the transfer to a new system, The receptionist could not find any record of me having been sent the said email but said she would re-send it. Whilst I held on the line she tried several times to re-send the email while I kept checking my in box and junk email. She then said that the system may be slow and I should wait 24 hours. Without access to the credit, I asked the receptionist to make the flight booking and that I would pay for the fare and that I would use that credit on a future flight. Neither confirmation of the flight booking or the email was received. I ended up making my own flight booking on line. I have been a lifetime Qantas Club member for over 30 years a Platinum flyer on many occasions and am a Lifetime Gold.

In light of the above, please refund the credit amount to the credit card used to pay for the original fare or advise me how I can access the credit. Qantas has had the use of this money for more than 18 months

I booked a flight to Bangkok in sept. 2021 when not many people were booking. I used frequent flier point and I had to accept a flight via HK. I have now been advised that I need to stop over 27 hours in GK.The arrival time is 6.30am. What do you expect me to do? for 27 hours? And I guess you want me to pay the accommodation in Hk and tge expensive transport to and from a hotel and cancel my accommodation for one night in Bangkok with no refund ? This was a business class flight and I am a life time gold member.

I rang Qantas and as usual ( after a long wait ) I spoke to a person somewhere overseas on a very bad line. This person had no I interest in my problem. I have now booked with another carrier which was a breeze. Thanks for treating me like a second rare citizen after my very long term loyalty to you. Have a look at my history.. Disgraceful service.