Quantas Arvostelua 246

14 hour delay, no compensation, incredibly rude staff, misinformation from the airport staff, hobart manager said speak to melbourne manager; melbourne said call customer care, I travel extensively, I am a one world sapphire frequent flyer and I have never had such bad service. Worse than the budget airlines like ryanair. would never book again, they take down the one world brand

I had a great flight from Perth recently. Although late leaving we made up time. Very good service in flight.
The best bit though was return of lost property. I left my kindle in my seat pocket. Didn’t realise til I got home. Emailed link on website, had a reply 10 mins later to say they had it and how to collect it. I went to the service desk at departures and someone brought it to me from the office. I feel that’s amazing customer service 😊

Wow.
On hold for 39 minutes before my call was answered.
Ultimately on the call for 2 hours and 4 minutes.
I wanted to upgrade 4 seats to premium economy but the process to eventually find out I couldn't was excruciating. Too much to detail but incompetence at its finest.
There were premium economy seats available from Melbourne to Dubai but the next leg of the flight did not have premium economy seats available and apparently you cannot fly one leg in a different class to another leg.

Crappy experience. Rebooked me three times, I can't continually change my arrangements because of your "operational reasons". Poor customer service, who messed up the booking and were deeply unhelpful.

Our flight QF64 got delayed, ground staff clearly lied to us about our connection flight so they didn't have to deal with the issue, missed our connection flight, nobody at Sydney airport customer service desk to answer questions, eventually found a member that arranged for a hotel! Had to pay a fortune next morning in taxi to get back to airport, lost valuable time with family and holiday time, no apologies, no offer of compensation, nothing! No wonder they got such low review scores and I'd give them zero if I could!

They say book with confidence but this was not the case with us. We booked our flight from Delhi to Melbourne and then called quantas to confirm the bassinet seat for our 8 months old baby. Quantas employee confirmed the seats that had no bassinet. Not very well trained staff! How frustrating to travel with a bub without a bassinet as bubby isn’t a lap baby. We have been calling quantas but the problem still remains unsolved. No empathy as I am travelling alone with my kids.
Hoping for a magic to happen before we fly!

Wake up Qantas! We are in the 21st century!
I am a celiac and I pay the same as everyone else
But treated as a second class citizen!
First off bar snacks arrive Can't eat them! Bad luck!
Then dinner arrives! A piece of bread and butter hard enough for z door stop! Curry which was ok! Hubby of course had a better meal! Then icecreans arrived with biscuits bits! Bad luck for me! Can't supply icecreams with no bits? Then coffee and tim Tam's! Bad luck again! Why not supply a gf tim Tam? Then later hubby gets aracini balls and I get a pie! Curry as if i didn't get enough Curry earlier
Breakfast arrives Again a piece of door stop bread spinach rissoles...ok and 2 fruits!
Hubby has yogurt a muffin and a choice of fresh fruit salad...hello celuac here! Or egg bacon etc again something I can eat!
For all those celiacs out there I hope qantas gives us a go!

Where to start….made the previously noted error of booking a seat in the rear of business class. Got the tablecloth, silverware, bread plate, water…….and nothing else. In BUSINESS (talk about a waste of nearly $7k). Flight attendant in that section didn’t even make eye contact. Pushing the call button got a eyeroll, and he clearly had mastered the art of speed walking, as there was no way to get his attention. The ONE helpful employee was the purser; he stopped to ask if something was wrong with my meal. Yes: 1) perhaps I preordered the Fremantle Prison meal, or 2) they simply forgot. He did what he could, but the only food choices left were bad ones. Final insult was after landing - I was the last one off the plane because they couldn’t find my coat (it was somewhere in with the crew clothing, apparently because they ran out of bin space and no one remembered where they had put it. Truly the worst transpacific flight ever. Love Australia, hate Qantas.

Dear Qantas,

I am posting this to make all members aware that on 22 December 2024, as a result of an engine issue on QF94 which could not be rectified over the 36 hours period, I was subjected to the following consequences:

* I did not arrive in Melbourne on the morning of 24 December and missed a family event that evening
* I further missed two other family gatherings for lunch and dinner on 25 December, one of which was with extended family members, many of which I have not seen for years
* I incurred premium costs paying for a fare during peak season to arrive morning of Christmas Eve when I could have bought a much cheaper ticket given the flight did not arrive until end of Christmas Day
* In addition, on both days, I was not provided meal vouchers like majority of other passengers via email and, had to wait until 2:30am to be served and provided these by staff on 23 December (related to 8:35pm flight cancellation of 22 December), and not provided these at all on evening of 23 December (following the 12:05am 24 December flight cancellation), going to bed hungry after waiting hours at the airport. I had to follow up with the service desk on the morning of 24 December to receive any vouchers for breakfast / lunch

There has been poor communication and compensation from Qantas on this matter which shows that Qantas just simply does not care about its members. I am very disappointed as a member since 1995 on the treatment I have received.

Sincerely Rachel Yap QF0792710

The worst customer service I have ever experienced! I cannot believe this airline. First and last time ever using them. Their call centre just hangs up on you after answering or waiting on hold for 20 minutes. Then their suggested remedy for this issue is to call their customer care line. So infuriating. Never again

I have just returned on January 27th. having flown business class from London Heathrow to Melbourne via Singapore and return QF1, QF 36 and QF37, QF2 paying £5500 for the extra “comfort”.

The food and drink quality was shockingly, abysmally poor. I have had better quality food and service on Easyjet and Jet2 holiday packages. Last year I flew Cathay Pacific premium economy which was superior to Qantas business in every department. The food in the business class lounges wasn't much better.

Breakfast on the Singapore/Melbourne leg was basically a no choice affair so I had a small bread roll with the most flaccid bacon and hard fried egg which was cold, sent it back and the replacement was no better! Breakfast on the return flight was cold scrambled egg, cold baked beans and this time, incinerated bacon with a stale bread roll. I’d given up sending the food back by this stage.

Take no notice of Qantas’s advertised meal photos, main meals were served on 7″ plates so the food portions appear much larger! The veg, usually French beans were always undercooked. The steak and chicken portions served with the main meals measured barely 2″ in width. Thinking the salad was a mixed leaf, tomato/peppers affair I was shocked when it appeared in a small 3″ bowl with just rocket lettuce and balsamic vinegar. Surly staff members didn’t enhance the experience.

Forget the “luxury” amenity packs, basically just ear and eye pads and toothpaste. waste of time.
It's a shame I can't upload photos to this site.

The worst service ever Qantas!!! I understand, that mistakes do happen, but the way you treat your customers is just very sad!!! You charge an extortionate amount of money for business and first class and keep us waiting in Singapore for nearly two days. I feel for every passenger on the QF2 flight from Singapore to Sydney. Thank you for ruing our honeymoon holiday, and causing us an unnecessary stress and I guess an unforgettable experience with you.
Thank you Qantas 😳

By far, the worst airline experience. I booked directly through their website. Four hours before departure, the flight was cancelled. Although the flight was originally booked with Qantas, it was actually operated by American Airlines. The Qantas team was unhelpful and directed me to American Airlines. The American Airlines team, however, was much more helpful—they rebooked me on a flight for the same day. But here’s the catch: the new flight was with Qantas and scheduled for later the same day.

Then the Qantas nightmare continued at check-in. I was initially told I could check in and drop off my bags by 11am, even though my flight wasn’t until 5pm. So, I decided to stay around, check in my bags, and then leave, planning to return closer to the flight time. Keep in mind, I had arrived at the airport at 9am for my original flight, which was supposed to board at 11am.

When I returned at 11am as promised, I was told they weren’t ready to check me in yet and was given an additional 30-minute wait time. I waited an hour, and you can guess what happened next—they kept telling me, “Give us another 30 minutes.” By 1pm, I asked about the actual check-in time for the flight, and the rudeness from their customer service was completely uncalled for. I had already wasted several hours at the airport; otherwise, I could have gone home and returned closer to the flight time. I literally wasted half a day due to poor customer service, and that wasn’t even the main reason I’m leaving this review. It was mainly due to their incompetent, rude customer support team.

I wouldn’t recommend this airline to anyone.

I originally booked a flight from Sydney to Port of Airlie.
I changed this booking from Sydney to Hamilton Island to be able to join an afternoon cruise to experience the Whitehaven beach. A must see for us for our honeymoon.
So we paid that money to make this amendement and live the experience of a lifetime.
Thanks to Qantas this will never happen: the flight had to land in Brisbane for an issue and we arrived in Hamilton island with over 2 hours and half of delay.
This prevented us to:
1. Live our whitehaven beach experience
2. Get, via the cruise boat, to Airlie Beach where we were sleeping that night.

For this reason I demanded a partial refund: at this point the money we paid to change destination was useless and Qantas is to blame for this. They DIDN'T EVEN ANSWERED.

I also would like to point out the total lack of empathy of the staff at the desk in Brisbane near gate 23.

We are overall deeply disappointed with the way Qantas handled the disservice so far and... hopelessly still waiting for an answer.

Bored and unhelpful staff, hospital quality food and left valuable over size package in the rain - luckily didn’t destroy valuable painting inside .
Avoid Qantas like the plague if possible - the above is pretty standard fare for them.

We had a vacation scheduled in Sri Lanka. Our flight was from Seoul to Sri Lanka direct booked through Qantas.

The day of our flight, we arrive at the airport 3 hours early to find that our flight doesn’t even EXIST! We go online to find that our flight has been moved by 2 days and we were NOT notified about the change.

Needless to say we were freaking out at this point seeing how we were sitting at the airport with no way to get to Sri Lanka. We were lucky enough to book a last minute flight (with an extra layover) that would get us to Sri Lanka on time. This new flight cost us $2,500 extra than what we originally PAID!

We called Qantas and they admitted that their email notification software wasn’t working properly and that we were never sent an email of the flight change.

Their solution was to refund our original tickets (which was fully expected) and to give us $250 as a “curtsy” for their mistake. That was 1/10 of the cost we incurred because of this crap companies mistake.

After multiple calls to their customer service, this is all they were willing to provide.

What a crappy way to treat your customers for something that was clearly their mistake. They took no responsibility for their actions and treat their customers like crap.

I’d totally understand if we were notified a week in advance of the change but the fact that we were never notified and arrived at the airport with no flight was truly traumatizing.

Qantas clearly does not care about making their customers whole.

The worse airlines ever. I booked ticket for my infant, initially they said booking is confirmed and I will receive the confirmation email soon. As I didn’t received any emails I rang them (10 times). Each time they will say different reasons, payment didn’t go through, booking is missing, still processing, payment is missing again. No one in the customer care centre knows how to do their job. Bloody nightmare to deal with. Worse ever service, no responsibility or customer commitment. They think as they are one of the big airline, they can just loot people. Shame on those who works there. I will never choose qantas again and will never let any of my friends or family fly qantas . Never 👎 They don’t even deserve single star.

Rang Quantas on a Premium rate number as that us the only way to contact them - no email or live chat. After waiting 20 mins they cut me off and I was charged £16 on the premium rate and still unable to reslve my issue. Phone line is an absolute scam - DO NOT USE. No problem booking or adding extras - but after that you are on your own if you have a problem. APALLING CUSTOMER SERVICE.

International flight cancelled at short notice. No mention of altering connecting Qantas flight.
"So called" 24hr assistance line neither 24 hr or in english so no assistance!
Customer service did not respond to complaint. EVERY time Qantas used of late quality of service declining markedly.
Time for a new carrier!

After saving for many years to fly business class to Europe. Very disappointed on flight return put on domestic flight up the back and when I tried to get a refund from business to economy they constantly make it difficult for me to talk to anyone and email..still 3 months later no refund. I will never recommend or fly Qantas again.