Qantas Reviews 

I felt that I should share my terrible experience with Qantas money - they treated me appallingly!

I recently applied for a credit card and whilst completing the application was understandably asked to submit either copies of payslips or bank statements to prove my salary submission. It also clearly said not to submit personal details such as tax file numbers, etc. At the time I was away in the outback of Australia with at times barely an internet connection / phone signal. I therefore used my initiative by copy and pasting (without any personal information) bank details from two different banks clearly showing 3 weeks worth of my salary for my 2 jobs.

Then I began receiving endless phone calls, SMSs and emails from Manilla telling me that I needed to send them PDF copies of all documents already submitted. I may be female but am not totally stupid! No way was I sending PDFs of documents containing bank details / tax file number, etc. etc. I had no way of deleting or printing the information, whilst I was away, but the Qantas Money team could not understand what I was saying and continued to endlessly harass me, to the extent where I was left with no option but to raise a complaint to Qantas Money Credit Cards, which was not even responded to correctly!!!! They completely ignored the fact that the complaint was to do with harassment and based the complaint on the rejection of my application - I TOTALLY REST MY CASE! THERE WAS ABSOLUTELY NO WAY THAT I WAS SENDING THEM 'BY EMAIL TO MANILLA' COPIES OF MY PERSONAL DETAILS CONTAINING DATA THAT THEY DID NOT LEGALLY REQUIRE - THERE WAS NO NEED FOR ME TO SHARE MY BANK DETAILS / TAX FILE NO. ETC - THESE PEOPLE ARE BREAKING THE LAW BY INSISTENTLY REQUESTING THIS INFORMATION!

I am therefore left with no option but to take this matter further to AFCA and OAIC as well as spreading the word on social media (from where I have read some most interesting comments regarding the Qantas outsourced centres, particularly that they do not understand potential customers and simply reject their applications, such as mine.

I have repeatedly requested recordings / transcripts of each and every call I made to / received from Qantas Money as well as a physical copy of the credit report that was run for me - under the data protection laws in Australia, I am fully entitled to receive this information but they simply ignore me. Last Friday I was told the following by Alec Rickard, Head of Qantas Money (allegedly!):

"Dear Emma

Thank you for copying me on your email. I appreciate that this experience has been extremely difficult, and I understand your frustration.

I have asked my team to investigate this matter further with the bank, and address your requests. This will take some time, and given the weekend, it will not be resolved before close of business today.

I will reach out to you with an update by COB Tuesday.

Thank you for your understanding as we work through this matter.

Kind regards,
Alec
--
Alec Rickard
Head of Qantas Money" .......... but you guessed it, I've not heard a word from anyone and still haven't received the paperwork or call recordings!

Please please please stay away from this dreadful company, all they are doing is exasperating potential customers, who will in turn spread the word and tell hundreds of 'non' potential customers, thus damaging the Qantas brand - they disgust me!

I have since applied to Virgin Money and should receive the credit card within the next few weeks - No Manilla outsourcing for them!

Qantas are probably now at the budget end of the airline scale and I get that. On my recent return trip to Perth though, the flight was fine and the cabin crew were excellent throughout.
The big problem I have with Qantas is their so-called Customer Care service. It appears to be staffed either by people of unimaginably low IQ or primitive robots which only pick out certain keywords in emails.
In my case, I contacted them regarding a kindle I'd accidentally left on the plane after the outward flight.
I didn't need it urgently, but went to the baggage services desk at Perth airport prior to my return flight. They were helpful and spent time going through a bag of all such handed-in devices but mine wasn't there. The lady said it may not have been discovered by the ground-team at Perth, but possibly at the next airport on the plane's route. But she couldn't tell me which airport that would be, and to contact Qantas with my flight details and they should be able to tell me. Fair enough.
But after numerous email exchanges with Qantas Customer Care all they will tell me is to contact Perth Airport baggage services, despite my relentless pleading that I'd already done that and that all I need to know please is which airport that aircraft stopped at next. Like many people I have had many negative experiences with so called Cust-Service departments over the years. But Qantas Customer Care are by far the worst.

Terrible airline always waiting on the tarmac for 20minutes after landing. Always waiting 30minutes for bags at the carousel.

If there was an airline that was simply on time without delays 99% of Australia would be flying with them instead of Qantas & Virgin.

Qantas has become one of the most frustrating airlines I’ve ever dealt with. Their app rarely works properly, making even basic tasks unnecessarily difficult. Customer service is consistently disappointing, with long wait times and little effort to resolve issues.

The biggest frustration is paying extra for premium seat selection, only to see those same seats later given away for free or changed without explanation. On multiple occasions, seats booked together well in advance have been separated, creating unnecessary stress and inconvenience.

For an airline that charges premium prices, the service, communication, and reliability simply don’t match expectations. There are far better airlines offering a much better customer experience for the money. I won’t be rushing to fly Qantas again.

We were charged $300 for extra luggage our golf clubs. We traveled to Hobart on Jetstar the economy are of Qantas and were not charged anything . I will never use this tip off airline again

Terrible call centre wait times and they dont even have a whatsapp call number. All is ok until you actually need to contact them. Long waiting. Disconnections and inability to call back when travelling. They need to do better

I’ve seen many bad reviews about Qantas here. I guess it’s no wonder the customer service attitude is also poor. The lady (Ann/Ana) I spoke to sounded very impatient and unfriendly when handling customer service calls. I expected a more professional and patient approach when handling customer enquiries, especially for travel changes and cancellations. I guess it’s hopeless to expect their customer service to improve like other airlines. I’ll just call it a bad day

A recent business class return trip from Brisbane to Tokyo was sadly well below expectations. An issue with a storm in Sydney and the shutting down of one runway was, obviously, not something QANTAS can do anything about but the way they treat the affected passengers is. Our original flight to Sydney to connect with our Tokyo flight was cancelled and we were placed in economy on another flight. Initially, they did not want to let us into the business class lounge even though our booking was for business class. Our rescheduled flight was late taking off and we missed our Tokyo flight. When we arrived in Sydney there were longs queues of passengers trying to find out what had to happen next. Originally, there were two desks dealing with this issue but, I guess, some staff’s shifts ended as they shut down one desk. We were rescheduled on a flight two days later. In the meantime they were going to accommodate in a motel in Parramatta and refused to put us up somewhere closer to the city. Departing two days later meant we missed our connecting domestic flight in Japan, forfeited two days accommodation and tour and meal bookings. Fully understand this is why you get travel insurance but the only contact we had QANTAS during this whole saga is the overworked staff in Sydney offering us parramatta accommodation or nothing. The return trip was, at least, on schedule. However, they did run out of some main meals (the beef had all gone, although one did appear after a staff member generously gave it up). And how can all the cheese and biscuits get eaten before we’ve even taken off?

The "Spirit of Australia" has become a shield for mediocrity.
As a loyal Qantas frequent flyer and Platinum One member, I have reached a breaking point with the current state of the airline. What was once a source of national pride has degraded into a masterclass in corporate hypocrisy.

​1. "Safety" as a Convenient Shield
It has become increasingly clear that Qantas is using "health and safety" as a cynical cover for rigid policies and blatant service cuts. When safety protocols are used to justify a lack of flexibility or a reduction in passenger amenities while being misaligned with actual customer needs, the messaging becomes performative rather than protective.

​2. The Death of Premium Service
The "indifferent" and often plain rude attitude of ground staff is now the rule rather than the exception. Being a Platinum One member seems to carry no weight on the ground; the treatment is indistinguishable from a first-time flyer. There is no proactive assistance, no "Spirit of Australia" hospitality—just a bureaucratic wall.

​3. Better Options Elsewhere
The reality is that international competitors now offer a vastly superior product and a level of respect for their premium travelers that Qantas has seemingly forgotten. It is a shame to see an Australian icon degrade to this level.

​Closing Thought:
If Qantas truly represents the modern "Spirit of Australia," it sends a discouraging message to the world. I find myself increasingly recommending that travelers—especially those who value their time and money—look elsewhere. If this is the best Australia has to offer, I would suggest people not bother at all.

on a flight from honolulu to sydney economy class absolutely no leg room especially taller people dangerous not to say extremely uncomfortable all those hours squashed up tried to put seats back but then abuse from behind when those in front have theirs back need a uniform policy food was very poor standard common complaint from most around us staff were great

Cabin crew are so RUDE. Unprofessional and sassy. I was walking towards the toilet on the plane and accidentally brushed across a cabin crew lady, who was literally standing there gossiping with her coworkers near the toilet. The women was like “don’t touch me, you can ask me to move”. I literally only lightly brushed across her. And she should not be blocking the circulation path to the toilet if she’s not even working. She gave stereotypical high school mean girl vibes. Qantas needs to improve their cabin crew training. Then they just chuck ur food infront of ur seat as if they’re feeding dogs. Another incident, a granny asked a cabin crew to help her open her Champaign, and the cabin crew was like “and that’ll be another $25” … it’s just unprofessional.

Qantas has the worst customer service of any company (not just airline) that I have ever experienced. They consider lying to their customer and robbing them to be completely justifiable.
I had a 10 hour flight with them where my flying points were meant to be credited to emirates and they have rejected emirates claim for the miles and have not credited them to Qantas account either instead just not given them. Emirates need written confirmation from Qantas that they have not credited miles which Qantas refuse to give to me. Their service to me has been incredibly disrespectful and rude which is a shame as the flight was actually good but the company is horrible to the customers once they leave the plane.
I know a lot of people say this but I will truly never use this airline again as it is clear if anything goes wrong that Qantas will not help you and this is backed up from many other reviews I have read on Qantas.

Booked on Qantas flight QF28 SCL - SYD on 30 April, the southernmost flight in the world. Paid for window seat 49A in hopes of seeing some Antarctic sea ice.

The flight was operated on Boeing 787-9 Dreadliner (I will not call it Dreamliner). The cabin crew locked the windows at their darkest setting. I had to go to the rear galley to view the sea ice, but at least the crews let me stay there for as long as I wanted.

Booked hotel through Qantas. Spent almost $500 two months ahead but accidentally booked a hotel of the name I wanted but in the wrong city. Notified Qantas of issue within 7 minutes but Qantas refuse to provide a refund given T&Cs. Qantas blames the hotel for refusing to provide refund but won’t try different options such as refunding me and finding someone else for the booking. Qantas are still taking bookings for the same hotel.

Always seem to running late these days. My experience is that customer service outside the plane is non existent.

Connecting flight from Singapore to Brisbane 21.4.2026
A very dated airbus 330. Damaged seat, and a screen / entertainment system that was very intermittent working.
Everything a bit tired.
Seat space small for a long haul flight, and food, not bad.
No spirits offered, wine very nice, but got to say, very disappointed after an excellent flight with BA from Heathrow to Singapore.
Won’t be rushing to use Qantas again, but their cabin crew were SUPERB, super friendly, open for a chat and very helpful.
Lovely bunch of ladies.

QF1 Singapore to Heathrow 21 March- awful experience.
Can’t check until 24 hrs pre flight - I logged in exactly 24hrs before and no preferred seat options available and only 2 similar seats offered when I tried to change.
Option to preorder diabetic food not available (tried to do 14 days pre flight)
Surly adviser at Singapore airport - only comment was flight full.
Food on main service inedible - tough grisly beef (no other option available)
Lighter breakfast option (due to diabetic requirements) ran out so had to attempt stodgy, greasy option as I needed to eat.
Lady next to me had broken seat which they taped up and she was too polite to say she was uncomfortable.
Overall a poor experience which I had to pay £700 extra than usual due to gulf crisis.
Raised all points with then and only responses sorry, we will learn from comments.
Won’t be choosing/recommending to fly with them again - so disappointing on a major trip and seeing blatant profiteering in action

flight got cancel, and qantas can only give us refund for it. and we have been given qantas notice our flight has been cancel at early april. qantas keep giving us the answer the flight has not been cancelled. and back and forward for 2 weeks and finally they now tell us the flight got cancel, and we requested to change to different location. and they said they can only do refund. nothing else they can do

My first experience booking with Qantas has been, without question, the most disappointing and frustrating customer experience I have encountered in recent memory — and I feel compelled to document it in full.

I booked a direct flight from Perth to the UK, a journey of 17 hours. I made a deliberate and considered decision to pay over £400 more than alternative options specifically to fly direct. Qantas has since cancelled that flight and presented me with what can only be described as an wholly inadequate replacement: a 22.5-hour journey with a stop in Singapore, departing 4.5 hours earlier than my original flight. This is not an equivalent service. This is not even close.

What makes this situation particularly unacceptable is that a direct alternative exists — one that departs closer to my original time (slightly later and involves less total travel time than the flight offered— yet every single Qantas customer service representative I have spoken to has refused to rebook me onto it and it is now fully booked. I have been transferred between agents repeatedly, with each one telling me there is nothing they can do. No one has taken ownership. No one has offered a meaningful resolution. The calls have been a masterclass in deflection and inaction.

The practical impact of this is significant. The revised itinerary has forced me to cut short the final days of my trip, requiring me to return to Perth earlier and costing me half a day with family that I simply cannot recover. To rub salt in the wound I won’t even get the same seat and will not be able to book/add/pay for a seat as it is not offered on the new service.

What I find most remarkable is that Qantas appears entirely comfortable selling flights it cannot deliver, with no accountability, no compensation, and no genuine attempt to make things right for affected passengers. I even asked if it would be at all possible to access a lounge to at least freshen up during my now stop over which i was told wasn't possible.

This is a fundamental failure of customer care.

I would love to speak with someone that might actually be able to help but am yet to find someone and have spent hours calling them, getting up early to speak to them in aus time as was advised, trying mulitiple roots and teams.

I will not be booking with Qantas again, and I would strongly caution anyone considering doing so to think carefully before handing over their money for a service this airline has demonstrated it cannot reliably provide.

21.03.2026
Found our suitcase damaged on the baggage carousel, we immediately walked over to the baggage claims office that was right next to the carousel to show and report the damage, was told by the female worker that it was not something I could claim. In absolute disbelief I asked 3 times that I wanted to make a claim, only to be dismissed again. As we were going on to an international flight I had no choice but to purchase a new suitcase so we could continue our holiday. I submitted an online claim, over the following week I followed up with several photos and additional information they had requested about the whole situation.
13.04.2026
I have Just been advised that I needed to report the issue at the time it had taken place. Which I did. Our claim for reimbursement has been denied.
The mistake I made was to insist my report was documented at the time.
I should have taken a photo of the suitcase on the counter at that time as proof it was reported.
Over many years our families have always chosen Qantas over other airlines.
The way we have been treated over this claim has been absolutely unacceptable.
We will never use Qantas again.