Quantas Reviews 246

We have just returned from Australia via Singapore, we reserved assisted help, arrived at the airport at 19.15 for a 23.45 flight back to Heathrow, we were advised that we would have to wait 3 1/2 hours before wheel chairs would be available. After complaining twice, chairs arrived after 2 hour wait. They took us through duty free and via a lift, we arrived in a holding lounge with no water or refreshment, had our boarding tickets removed and a yellow sticker put on our arms. I queried this wth th Qantas representative and requested that we be allowed to walk around duty free, Her reply was abrupt and stated that they were not employed to take us around duty free, We had to wait another 1 1/2 hours until the boarding gates opened.
Will not use Qantas again.

Last year I missed a wedding, and now I've been removed from a flight with no notification, nor refund for my flight (there) and return flights (not with Qantas) which I now have to waive as I can't get to my original destination. Absolutely ridiculous and it doesn't get any better.

A friend and I purchased the same flight last night, and it was there in both our FF accounts. As we're packing this afternoon, I checked my account and there was no flight. I got hung up on twice after 1 hr 15 minutes, and now and unable to find a flight. Thanks for ruining my holidays again, Qantas.

There are only 5 people in this queue and it hasn’t moved for 15mins. There are multiple lanes, some move some don’t. Sort your queue management Qantas.

We booked a return flight to Perth WA, in May 2022 to fly Feb 2023. We had Paid to book our seats as I'm a nervous flier and need to know my seats.
Flight was cancelled November 2022, we were firstly rebooked on a flight which had us arriving a day later then originally arranged, we had already had other things arranged car hire hotels etc, so this was not acceptable. We only found out because I checked qantas app! Luckily I called customer service eventually they booked me on Emirates flight arriving Perth on original day although later. OK wevdid arrive in Perth on time thank-you Emirates.
After 3 and bit weeks travelling around Australia, we arrived back at Perth airport for our flight on qantas qf9, which I had checked in 24 hours previously, I had boarding passes, seats which once again we had booked the year before, got to check into drop bags and we were no longer on the flight!! We had been bumped off, along with others, due to weight problems apparently! We were rebooted eventually on Emirates via dubai landing in Stansted instead of Heathrow! We will never book with qantas again and really strongly advise everyone else not to as well! Companys should not be able to treat customers like this 😒

I have been a regular flyer with Qantas and have always been pleased their service until I arrived at Changi Airport in January,2023 for 3 nights.
I had come to Singapore in Chinese New Year to meet with friends in once in a lifetime a special occasion. My suitcase never arrived.
I had no change of clothes, no toiletries -nothing at all. All I had is what I was wearing when I arrived.
I was on the phone for a large part of my time in my hotel room trying to contact Qantas about my lost luggage and to get support. It was a nightmare getting through and sadly Qantas never offered me no support, no vouchers, no customer care at all.
I had a receipt from Qantas for my luggage and expected some responsibility and understanding, but I got nothing.
Two weeks after I returned to London I received my luggage, it had been tampered with as the padlock had gone missing!
To date I have no explanation or understanding from Qantas. My trip to Singapore was ruined and I feel their Customer Care is disgraceful. I’m upset feel my well-being has been compromised.
Shame on Qantas.

Qantas customer support literally does not exist. A one month holiday to New Zealand from London. Day 1 Qantas lost my suitcase on the flight from London. The following 28 days are a litany of lies, mis-information, dropped phone calls, total incompetence. I finally got my suitcase back in London after over 30 days. Qantas now offering me £100 as a gesture of good will!!! I spent over that just on phone calls to their "Dedicated" customer support line. Each time after about 10 minutes they would cut me off. Happened about 8 times. They literally lied to me in New Zealand, even telling me my bag was ready to be delivered ; and then going silent on me. This has to be the worst customer service I have ever experienced anywhere in the world. Shame on you Qantas .

My flight was cancelled due to an airline issue. However it has been more than 2 months and still no refund. I have a legal right to a refund. Qantas refuses to also speak with me as I booked through an agent, although their policy says they can directly refund customers (and the agent says Qantas hasn’t refunded yet). Qantas is struggling after Covid in all ways, from flight cancellations to inadequate refund process and customer service.

Flying with Qantas will get you to your destination the flight will likely be uncomfortable and late. There is no help at all between booking and the flight as the do not answer calls or respond to emails. Their system also faulted when it came to choosing a seat so I couldn’t even do that. The flight staff were rude and unhelpful.

After much grief, I finally received full reimbursement from Qantas. A painful experience, but don't give up if Qantas owes you money. In this instance they paid up in full, albeit after miserable months of chasing & stress.

We were on a flight from Heathrow to Sydney via Singapore. 14/02/2023. Firstly we cannot fault the flight crew on both aircraft as we were both looked after very well.
The problem was at Sydney airport .
We had gone through customs and were waiting for transport to the city. I needed to make a phone call and found that my phone was missing .I rushed back to the airport to see if there was a Quantas help desk. After asking a member of the voluntary airport staff there seemed to be nowhere to contact Quantas. I then proceeded to the departures area and manage to find a Quantas rep who phoned through to arrivals staff who were servicing the plane.
No phone found. Reported to the lost luggage office.
Later I managed to track the phones whereabouts to the position of the plane airport ,then it moved to another area and then the track was lost.
It is very difficult to contact Quantas face to face,by phone or by email as I am sure this issue could have been resolved easily

Outright refusal to refund COVID-affected flight bookings. Evasive when contacting, if you can even manage to speak to anyone. Given a different excuse each time, and told refunds take 6-8 weeks. I'm still chasing after a year. Avoid like the plague.

We're on our third attempt at trying to get compensation for lost baggage. We've raised the form twice, then someone eventually responds and then asks for more information. We then reply and the computer replies by saying it can't find the reference - even when its the only information in the Subject line. This company was let down by their baggage handlers in Auckland, but it now seems they're well matched. Incompetent is the only word. God help us if we ever have to use them again.

Was “bumped off” a Qantas non-stop flight bound for the UK that I had booked 7 months earlier! I was transferred to another airline on a flight that left 4 hours later and included a 2 hour stopover. I arrived home 7 hours later than planned.
I was told by Qantas that the reason I was taken off was bad weather. Checking with other airlines flying at that time, there was no evidence to confirm this was true. It seems that the flight was oversold!
Qantas dismissed my complaint, did not offer any compensation and said that I should claim on my insurance for any additional costs I incurred.
I will not be flying with Qantas again!

Dear qantas I a. Trying to get my refund from 2020, my flight was cancelled due to covid, I rang in November ( after several long waits on the phone) I was told 6 weeks, I rang the middle of January told its with the refund department, rang today after 90 minutes of waiting sorry the refund department are busy, I'll get them to phone you in a few minutes, 4hours later no call back, rang again 65 minutes later, explained needed a refund up date 10 minutes after phone call started gent asked me what time did I want to fly, asked if he had listened to me, I wanted a refund, "oh what's your reference number" told him he then cut me off, rang again 45 minutes on phone, sorry had enough, I'll try all day to morrow, have sent emails but no one replys.
Qantas please take responsibility for this and sort your customer service out

Absolutely horrendous customer service!! My family and I are emigrating to Australia and we’re looking to book direct flights from London to Perth. I called to enquire about the migration rates that they advertise on their website, as well as ask a couple of other questions prior to making the booking. Both times I was put on hold for almost an hour? Only to be cut off at the end. If Qantas to not want my business I shall look elsewhere

Hated every minute. Flight was delayed 4 hours.
Both trips there and back the plane had engineer faults causing delays !
The door wasn’t shutting properly so further delays.
The food was disgusting, also we didn’t get food or a drink for 7 hours, and when I called for a flight attendant they didn’t seem very happy to help.
It was so crammed, toilets stank so bad and the floor was sticky.
A person in front had there chair reclined back so far I couldn’t breath.
The seat entertainment screen was faulty and some of the films didn’t play!
This is the first time flying with Qantas and I don’t think I will use them again !
Be warned there has been a lot of faults in the planes recently!! Which is very scary!

The customer service was horrible. I will never book a flight with Quantas ever again. I had booked a flight in advance for a Christmas holiday and 1 day before the flight they cancelled and tried to get me to go to Australia when I was going to America. After they cancelled the flight they told me it will take 8 weeks to get a refund. One of the worse experiences I ever had.

I flew with Qantas from Sydney to London Heathrow. First, the flight was delayed 4 hours. Then when we eventually got on the flight we waited 3 more hours before being asked to get off the flight so they could reset the plane. Then the flight got cancelled and we had to go home. They didn’t give us enough money for the taxi home or compensation for the hire car we had to cancel in London. Furthermore, the return flight got cancelled again and we had to pay for another night in a hotel close to the airport. Overall, the entire experience was poorly communicated and we had no idea what was going on til we were at the airport. Qantas did not make an effort to compensate us appropriately with all the extra costs involved in TWO cancelled flights. Terrible experience, will not be flying with them again.

I don’t usually write review but I have to do it on this occasion.

Please do yourself a favour and avoid this airline like the plaque. They are the worse airline every and do not even think about sorting out anything via the telephone as they will just make you wait for an hour before cutting you off again.

I went through hell so that you don’t have to.

I have used Qantas for over 30 years, but never again! Customer service is now non existent, all I wanted to do was rebook my return flight they cancelled 2.5 years ago due to Covid. I was shocked to be told I could not do that (despite being told I could) and that I had to apply for a refund and buy another flight. I bought a new one way ticket and have spent over 12 hours on hold, trying to get my refund (even though I followed their instructions and emailed all the paperwork, including affidavits and all sorts). When you eventually get through, which can take over an hour, every person you speak to tells you something different. It’s been 11 weeks since I applied for the refund.. still waiting. Why didn’t I get a refund 2.5 years ago??? For a company that’s been bailed out by the Australian taxpayer, only to treat us like this is disgusting!!!!