Quantas Arvostelua 246

I found it impossible to make a simple one way flight booking from Adelaide to Darwin. Resorted to phoning Qantas number and waiting 25mins for answer. Polite woman in Fiji organised my ticket. I have no problems with any other airline

Absolutely awful woman at check in desk said we were in backseats 59k and j we got on the plane and found out she had put us in number 58K and J which is a middle and a window when we made it clear we needed an aisle seat I will be taking this further.

We paid extra to get a direct flight from Perth to Heathrow but due to over booking they moved us from this flight (giving us less then 12 hours notice) to a flight 8 hours earlier than our booked flight (losing 8 hours of our holiday) to Singapore as a connection where we had to wait 7 hours at the airport before our onward flight. We have asked for the price difference between a direct flight and a stop off flight to be refunded but they have refused. In short we lost 8 hours of our holiday, we travelled 10 hours longer than we should have and it cost us more than it should have. Not happy!!

Having paid the extra for premium economy we were expecting to be at least kept warm on our flights on the A380 from Heathrow to Sydney, but in fact we were subjected to hours of being extremely cold and every one complained about it but nothing was done to resolve the problem, this will definitely be our last flight with Qantas as it happened again on our return flights

Dreadful?! No ZERO customer service. No disability assistance or in fact any kind of assistance. Qantas penalise customers booking with third party by not letting them have any control over their flight details. I needed help due my hidden disability, there was none. We waited for online check in..on the dot.. no options, Then tried check in for Quantas at Heathrow also automated, we could not speak a single soul.
The UK customer phone line doesn’t work. Dead, hung up dead. The one person i could rich during my two weeks plight finding help could not help. Online service doesn’t exist to anyone not booking with Qantas. Why are they selling tickets then through third parties? The plane was giant because it went to Sydney. So it had good seats, bad entertainment compared to the size of the plane.
The food was very very tiny ..about 5 bites. But delicious.
but nothing could make up the stress we went through before our trip, when we should have enjoyed the anticipation.

Booked a multi city ticket from London-Wellington-Johannesburg-London. I changed one part of my booking to leave Wellington on a later date. When I tried to book in at the airport for my last leg from Johannesburg to London, BA told me Qantas had cancelled my whole trip. Left me stranded at Johannesburg airport. Qantas customer service told me I had to book a new ticket with any airline and claim the money back. I flew 41,000km with Qantas in 2025 and I'm in their top 10% of travellers. Terrible service and an awful way to treat regular customers. Will never travel with them ever again. Thanks for nothing you useless idiots.

Nicht alles ist schlecht. Alle müssen sparen, zum Beispiel den Kundenservice outsourcen?
Astralienflug im Mai gebucht mit verschiedenen Zwischenstopps, Inlandsflügen, Hotel und Mietewagen, ein Puzzlespiel aber Planung macht auch Spaß.
Hin mit der Thai, wie immer gut und pünktlich, klappt bei den meisten europäischen Inlandsflügen öfters nicht.
Zwei Wochen vor dem Start, eine Mail der Quantas, das ein Inlandsflug von Perth nach Alice mit der Air North, leider gestrichen wurde, man könne uns aber auf Quantas den Flug Perth, Adeleide Alice umbuchen. Keine Begründung nur der Flug würde nicht stattfinden," weil, ist so". Erstmal eingewilligt. Auf der Internettseite der Air North existiert der Flug aber noch. Quantas angerufen, sie können den Direktflug nicht auffinden, die Streichung des A.N. Fluges ist wahrscheinlich noch nicht aufgeführt.
Man arbeitet und lebt zwischendurch freut sich auf den Urlaub.
So endlich in den australischen Frühling. Perth ist schön.
Ein Internetbesuch bei Air North, der Flug existiert und ist nach wie vor buchbar, etwas teurer, da kein Kampanienpreis. Noch ein Versuch mit Quantas, angerufen. Nach langer quäkender Wartemusik eine freundliche Mitarbeiterin,"ist es bitte möglich doch auf den Inlandsflug umgebucht zu werden?" Ja, ok, Flug existiert.. ich reiche sie zu unserem Experten weiter, Wartemusik....der Herr, ja der Flug, man könne ihn nicht sehen, wir wohl, also ein rebocking ist nicht möglich, aber eine Streichung und mit evtl. Refund möglich?, er müsse sich aber noch kurz besprechen, einen kleinem Augenblick...
Am Ende der Wartezeit, Ok der Flug mit Quantas ist gestrichen und die Rückzahlung versprochen. Auf erneuter Nachfrage, nach wie vor keinerlei Erklärung warum der ursprüngliche Flug eigentlich gestrichen wurde?
Wir buchen den Direktflug mit der Air North.
Meinem Ärger über die schlechte Kundenbehandlung hätte es geholfen, eine Begründung zu erhalten, es kann ja immer etwas schief gehen...ein Flugausfall, technisch...
Wir haben unser Ziel dennoch erreicht.
Die schlechte Bewertung erfolgt und ehrlich verdient wegen der schlechten Performance, der verlohrene Zeit, dem Geld und v.a. der Nerven.

Call centre staff in the Philippines are not helpful at all

Flew Qantas from Cairns to Ayers Rock on 16th September.

Flight was delayed 1hr and 30 mins due to bad weather but this is understandable in the wet tropics, and was actually welcome as early morning flight time delay allowed me to have a lie in and nip out for breakfast before boarding.

Check in seamless. I was given an emergency exit row to myself with extra legroom at no extra cost and priority boarding as a result.

Once on board I was served a satisfying meal and the head cabin lady very kindly offered me extra food as I “needed to keep up my strength.”

She was friendly and asked where I was from, we had a brief nice chat - I can’t say I can recall ever having cabin crew interested enough/making time to have a conversation with me as a passenger.

Truly appreciated everything, captain was communicative and is by far the best domestic flight I have ever taken.

Can’t go wrong with Qantas!

Would put zero if possible, flew from New Zealand to India having layovers at Australia and Begaluru however my baggage didn't even make it to Australia and after arriving at Bengaluru since we had to go transfer to a different airline weren't even notified about the baggage delay and were waiting for half an hour before considering there had been an issue.

Once they deliver my bags in India my suitcase is damaged and trying to get that compensated has been the worst customer experience ever, have been requested to provide the details three times now and after each request I give them the details and then they go back to asking for the details.

We also had a flight booking cancelled and refunded however it has been over three and a half weeks and still haven't received it.

First time booking with Qantas and will never do it again.

We bought a round the world ticket from One World and flew with various different airlines but Qantas shone through as the best experience, the lounges in the 8 airports we visited were very comfortable and the staff attentive and pleasant. in flight we had no issues and indeed we had to cancel one of our flights and the staff could not have been more understanding and made the changes and confirmed there would be no charge. faultless in my view.

Fly regularly for work and they constantly cancel flights

I am based in the UK and unable to book a Qantas flight as their useless website and support do not let you change your associated phone number - so you cannot book a flight or contact them as they seem to have no UK support or numbers. You just get to sit on the phone in queue paying ££ for the privilege.

So it looks like I will be flying Emirates. Well done Qantas...

In August 2024 I paid for an upgrade to Business class for my wife and myself from Brisbane to Tokyo. Cost, $730 plus $40000 points. On boarding received a glass of champagne (undrinkable and later ID'd by a liquor salesman as old). Changed seats to where we wre up against the galley so no sleep. Food was so bad we could not eat it and served with no cutlery. Crew realised that I had not eaten any of the crap meals served gave me a bag of potato chips b4 landing. Complaint to Qantas was ..5000 points paid to back and 2 $100 flight vouchers. I often fly to China via China Southern. Their economy meals surpass Qantas business class

They changed my flight times and the DATE (!?) on 5 occasions. One of the many time changes consisted of the second leg of my journey setting off before I'd landed from my first leg. I had to spend over an hour on the phone to them to sort this. Why was this my responsibility to notice this error?

I asked for compensation, as the final flight change left on the 1st June instead of my initial booking of the 2nd June. Leading me to end an organised tour early, and book an additional flight, to make the flight out of Johannesburg. They do not care and are not willing to cover anything.

On the flight itself, my dietary request meal on the first leg had not been ordered. Pretty worrying during a 12 hour flight. Luckily the staff were amazing and managed to gather me one. The second leg did have my request, strange but I was glad.

Additionally I regretfully paid an extortionate amount for a seat because the seat selection showed very limited seats. Then I checked back on another occasion and plenty more were available? Pretty deceiving really.

My recent experience with Qantas was nothing short of a nightmare due to the utter incompetence and unresponsiveness of your ground staff. Their lack of urgency, poor communication, and complete disregard for passengers directly caused us to miss our flight, resulting in unnecessary stress, delays, and additional costs.

The staff on duty were either unwilling or unable to assist efficiently, despite clear time-sensitive issues. Instead of resolving problems, they added to the chaos with slow service, indifference, and zero accountability. This is not the level of professionalism expected from an airline like Qantas.

Shame on you, Qantas, for failing to place competent, customer-focused staff in critical roles. Your ground operations were a total rubbish service and completely ruined what should have been a smooth travel experience.

I demand an explanation and compensation for this unacceptable failure. Fix your staffing issues—passengers deserve better!

We paid for additional legroom, which we did receive, however we had 3 ferral children screaming and banging the back of our seats for 13 hours. Staff did nothing, but told us to ask for a refund on the additional cost for the seat selection. Customer services dismissed this, but acknowledged that it is difficult to confront parents etc. I am positive if I was unruly on a flight that I would be told and held accountable. Very poor and spineless service and approach. Very disappointing. We will see what other airlines are like in the future when we go back next year.

Spent hours over multiple nights trying to book a multi-city flight online, only to be met with an error code at the payment stage every single time—both on the website and app. The error message directed me to call their support line, which turned out to be even worse.

I waited over 3 hours across two nights just to speak to someone, only to be quoted a price $250 higher than what was displayed online! Asked for a supervisor and was placed on hold again—after 20 minutes, I had to hang up. Later, they called me back saying a supervisor was available, only to put me on hold again! Had to give up after another 10 minutes of waiting.

The customer service is beyond shocking—inconsistent pricing, endless hold times, and zero accountability. If booking is this painful, I can’t imagine how bad it would be if I actually needed support while traveling.

Never using them again. Avoid at all costs.

I booked Business Flights paying full fairs for my husband, elderly Aunt, Uncle and myself to fly home from Hamilton Island. I could not prebook my seats, only Window or Aisle Seats. After paying at least 1/3 more than my Virgin Business Class seats up to Hamilton Island ( where I could book my seats up front) , the night before our flight I could not confirm where we would be sitting or if we would be sitting together. After phoning Qantas, they told me they could not help me at all, they suggested getting to the airport 3 hours before the flight to ask if we could be together, but no guarantee. This was incredibly distressing to my Aunt and Uncle. He said he could not fly without my Aunt next to him. It was for this reason I paid a lot of money to book Business Class seats. How can Qantas not tell me where we will be sitting?????
They could do this 30 years ago but now they can't???? Why would we fly Qantas again. We are long standing Qantas Frequent Flyers but no more. Our points have been devalued and it costs us 3 times the points to fly to the same destination. I'm sick of hearing Points Plus means we have so many more flights available, it's true, we do, it just costs us 3 times as many points. Or, if we do manage to get a Classic Reward flight, it will be on a Budget International airline. Virgin / Qatar are getting our Business now. This last flight is the last straw.