Qantas Reviews 

QANTAS travel insurance came as a complete surprise to me as it was very comprehensive and low cost. As a senior I searched for affordable travel insurance and the lowest quote I received for domestic travel was $212. Then I found QANTAS domestic travel, and for a premium of $75 I had a better optioned policy for a much better price,

I purchased a ticket from Johannesburg to Brisbane return a few months ago and I have been trying to obtain a tax invoice in my Company name with VAT number. Whilst I can input my Company name into my profile, there is no way to add in a VAT number and of course no tax invoice.

Tried to use a South African help desk line, they directed me to web complaints. I followed up with complaints and they said I would have to follow up with Frequent flyer help. Web complaints also said the case was closed, and there was nothing more they could do.

Subsequently I spent one hour on a garbled VOIP line to some Asian country and left horrendously frustrated. The operator said that I should go back to the web page and go to customer care and ask them. I completed the fields, but did not get very far. On the basis that I had not yet flown, I had to dial a "13 13 13" number, which of course I cant access because I'm not in Australia.

This is a similar experience I had 12 months ago with Qantas help. This time the person could speak english better, however the quality of the VOIP line left me horrendously frustrated (lots of garbled background voices/noises) and I honestly felt like just hanging up.

The executive team at Qantas have a lot to answer for, this is not customer service.

Worst customer experience in 30 years from Australias biggest airline you should be ashamed.
We just returned from Heathrow to Brisbane on the 10 sep
We had mechanical failure in the A380 on the tarmac on the evening of the 9th .
Was returned to a bay and was assessed while waiting 2 hours in our seats with no aircon?
Finally offloaded and told to wait another 30 min this was 11.30 pm
We was given nuts , chips and crackers with water..
finally at midnight was told that the plane would not fly and would go at 3pm next day .
Then it got worse !!
Sorry no hotels we can’t find any but will reimburse your costs within a week keep receipts.. please collect luggage and leave !

So we were high and dry family’s ,economy and first class passengers wow great PR Qantas.
We all were stunned and wandered to get what we could I ended in a pub not fit for a dog which took my money and was closed when I arrived but finally woke them up and got a bed full of bugs .
Next morning I get a sorry we didn’t meet your expectations email REALLY!
Then you are on tonight’s flight at 9 pm wow what do I do for the next 10 hours.

Went to the customer officer in charge at Heathrow not even a proper desk 1 African woman standing in the middle of the room in charge with little English (I’m not racist but gee limited English)
Finally after really complaining she said oh I can give u a day room at the Hilton .
So we wandered across to the room and had breakfast and a shower.
But Qantas did not send a email telling all guests on that plane about the day room how bad is that .
We arrived back at Heathrow at 7pm to check in oh sorry you can’t have your aisle seat you paid for so stuck in the middle again. With bladder jssues .
Finally got home after a very stressful experience.
I do understand things break but the customer service was the worst I have ever experienced in 30 years of travel
Never again Qantas

They don't wat to speak with you or deal with your issues, the only way to chat with them is via telephone which takes hours. The overseas call centre doesn't understand that New Zealand is a different country. No chatbot, no technology, just awful

After paying over $4000 for return flight Sydney to New York, ( Premium Economy) I was informed by Qantas staff at JFK that I only had one checked bag allowance instead of the normal two, due to booking with external booking company. I had two golf clubs in a box, weighing less than 2kg, and they charged me US $200, AUS $305 for excess baggage. I asked if I could book an extra bag on line and was informed that it would cost me the same, I believe this to be untrue. What a rip off, no wonder Qantas is having a problem with their image

Currently sitting in Changi Airport after plane delayed - 3 lots of 2 hours late delays. Hopeless communication, food vouchers a shambles with 300 passengers milling around. No indication of what is going to happen. Another classic bad Qantas experience, the reason I only fly Qantas as a last resort . The Singaporean ground staff did their best to- I feel sorry for them - let down by a dismal company who treat economy passengers like cattle .
Recently had a delay with Thai Airways who looked everyone really well, provided information and food and drinks straight away and actually seemed to care about their customers . Now after 1am and unsure whether this international flight will even go.
As Ihave said - avoid them like the plague

My flight was delayed for 30 minutes, but once onboard everything went smoothly.

flight was delayed overnight. no proper udpates. very poor handling.

Greedy greedy greedy. Needed to reissue tickets for a flight with two passengers going from Sydney to Cape Town. Charged $250 and it could not be taken out of the $4500 credit sitting there. No. It had to be paid on top. The Qantas flight credit is extremely restrictive with tons of fine print. Travel has to be booked and completed within 12 months of the original booking date!! So we will see over $1000 be ‘forfeited’ - into the pockets of Qantas. Shockingly bad and disappointing experience. Qatar and Emirates I had a positive experience with. Australia deserves better than this greedy corporate airline and all its tricks.

disclaimer, I am a platinum tiered flyer. with that said I Was pleasantly surprised with their announcement of their Double Status Credits promotion, AND a granting of points for being a points club plus member which is nice. I always get welcomed on their airline and that of other One World / Emirates, and despite the additional costs of the flights, I feel I get my value back in other ways such as these.

Like many big companies these days, they isolate themselves from their customers using simple AI. I needed to book a ticket for my daughter. I searched the site and could not find anything relevant to the process. Tried calling for assistance, but 30 minutes with AI and i gave up. Registered and purchased tickets. There was a section on eTicket name etc, so entered my daughters name. Later realized this was some irrelevant tax receipt BS. So the ticket was booked in my name, not my daughters and she could not use it.

Finally after another 40m on the phone, got through to someone who could barley speak English. Had to repeat myself 5-10 times before they understood. They said there would be a $220 fee to change the tickets names. Or a $440 fee to rebook the flight for me, ranting on about there might not be any seats left when they can clearly see there were seats left ( in fact i checked 2hrs later and there were about 40% of the seats empty ). Had also asked to speak to a manager, but they refused. It made me so annoyed at Qantas. Will avoid them from now on, for my travels. Just booked my flight for my wife and i from Japan to Sydney with JAL. Hopefully they will return to their roots and learn that looking after you customers, is good business.

Flew SYD-MCY last night on QF904. Pilot broke the landing gear on arrival—flew the plane straight into the ground. Still missing some teeth!

I really do not want to write this review however, I feel I need to. I have travelled on many airlines over the years however, not Qantas as the ticket price has always been more expensive. On the 8/8/2025, I travelled from Singapore to Australian via Qantas Airlines. Oh my! I was in seat 63B economy, the air hostess never smiled and the food was literally cold and dry. Breakfast was a cheese pastry thing served in cardboard and that was it apart from coffee and juice!
We didn’t receive a warm flannel for our faces neither a toothbrush or eye sleeping set. The passenger sitting in seat 63C was very disappointed as his entertainment system didn’t work and there was really, no care factor. Seriously, I will never fly Qantas again because you certainly do not get what you pay for compared to other airlines. I can say this as I have flown with Emirates. Air France, Hawaiian. Singapore, Air Canada and Jetstar. Qantas, is by far, rated as my worst flying experience ever!

I had the Worst customer service experience I've ever had. I called Qantas to try and change a flight, after numerous calls, each of which was conveniently ended by then when they put me on hold, or even as I was just on hold for 30 minutes. A lady answered, I explained what had happened, she told me there was NOTHING she could do, and that, i kid you not... i had to continue calling the same number UNTIL someone from that department happened to pick up... she then ended the call. There is a reason Qantas has such awful ratings and is losing loyal customers!!!!

Very poor customer service! Flight attendants does not even care at all while my husband was in severe back pain the whole flight from Singapore to Melbourne. Cabin crews definitely noticed my husband's discomfort as he cant sleep the whole flight. I asked one of them to provide water for him and did not even come back. We will definitely avoid flying with Qantas again! Very horrific experience!!!!

Hotel Booking Review – A Cautionary Tale with Qantas Hotels
Our family booked a "Luxury Apartment" at Ben Thanh Tower – Luminous Apartments D1 in Ho Chi Minh City via Qantas Hotels, expecting a premium experience. Instead, we faced one of our worst travel experiences to date.
🔴 Upon Arrival:
- We were ignored by staff and told there was no record of our booking.
- Communication was sparse and only came via WhatsApp, informing us the apartment “wasn’t ready” and to “come back later.”
🕑 At 2PM Check-In Attempt:
- We were then told that strong winds had shattered the window glass of our unit.
- No assistance or alternative accommodation was offered.
- I personally inspected the apartment, documented shattered glass all over the floor, and saw that the actual room bore no resemblance to the online photos.
🚪 Resolution?
We left and rebooked elsewhere—thankfully through a different service—and had a fantastic stay.
📞 Aftermath:
- Upon returning to Perth, we submitted a formal complaint to Qantas Hotels with supporting photos.
- They conducted what they called an “investigation” but concluded:
- They couldn’t obtain a refund from the property.
- And that they “have many hotel listings and can’t monitor them all.”
❌ Final Outcome: No refund. No compensation. Minimal communication. Just a removal of the listing from their site.
⚠️ Our Advice:
Use Qantas Hotels at your own risk. In our case, there was no accountability or care for customer experience.

Poor check in service. Kiosk not working and there is only one old guy serving at the counter. Average inflight service and inflight foods are terrible with burnt hasbrown. Enough said

I was promised a refund by Qantas within 4 weeks from 24th June 2025, but reading the reviews about their customers waiting months and months, or with certain cases over a year for their money back for delayed or cancelled flights.
Qantas being the flagship of Australia according to them is totally wrong, and now that I have been told that I have to wait until their Internal Refund Team returns feedback to the Customer care Team, I asked what this meant but got no reply, so in other words its a delaying tactic by Qantas not to pay their customers refunds, what a typical shoddy trick, as they are quick enough to take payment for flights, but are very, very slow to issue refunds, these big corporate boys are so bad 😞 no wonder they are losing their loyal customers.
I'm a pensioner and can ill afford to wait months or longer for my money back, so I have sent those messages I have previously received from Qantas to my solicitor to see if there is any chance of me receiving my money by the end of 2025, but it looks as though reading those reviews, I may be waiting until 2026 or longer.
Well that will be the last time I shall be booking a flight with Qantas.

I expected a comfortable ride because I paid a fair amount for the ticket, but the plane felt a little dated and the seat was small not spacy hence very uncomfortable journeyed with knee pain :(

Absolutely pathetic service from Qantas
They allowed the frequent flyer program to be Hacked and are now making their customers go through hell to verify everything to get into their own business accounts -which i didnt want in the first place( but was forced to open)
This is what you call a loyalty Program??
Great Job Qantas -push it onto your customers make it their problem and they will all love you for it