Quantas Arvostelua 246

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!!!!

Awful and I haven't even taken the flight yet. They do not offer any amendments or cancellations so you will lose the full cost of the flight. I had no choice to rebook as there was a slight error in a passengers details. I am now £500 out of pocket and am truly dreding using the airline. Their customer service was awful and I had to rely on British Airways to confirm the second flights were booked. Please save yourself money and a headache and avoid this company.

On arrival at LHR to checkin, there was no signage visible for the "dedicated" check-in counter for *Premium Economy (*PE) as described on the Qantas website. There were 3 large placards - Economy, Bag Drop, & Business. I enquired where the PE check-in was with a member of the ground crew. We were advised to either join the Business Class queue or join the bag drop/Economy Queue, as there were already 30 or so people in the economy queue we opted to join the Business Class Queue as there was only one person there at that time. While the Economy Queue opened relatively on time at 7.50am, we waited a further 20 minutes before the business class queue opened, & we we called forward to check in & drop our bags. While waiting our turn I did over hear one of the ground crew instructing another to check the Business queue for anyone NOT in Business to be removed from the queue & redirected to the Economy/Bag Drop. Not really the priority or fast tracked service described on the Qantas website for *PE passengers "as an award winning feature" We were eventually called forward before the ground staff got to us, as they had started checking from the end of the queue. Moving onto our arrival at the departure gate, we passed through the check fairly quickly. However, unlike my previous experience, with a "dedicated queue" where I was warmly welcomed to the departure lounge by name, we were checked & "waved" through with barely a glace in our direction. Once boarding commenced, Business Class passengers followed by Frequent Flyers (Sliver, Gold & Platinum) regardless of cabin class were invited to board the buses taking passengers to the plane (I believe there was no airbridge due to industrial action) When the ground crew then called "we are now inviting our Economy passengers to come forward seated in rows...." At this point I approached the ground crew & asked why *PE had not been called forward, his response & I quote him directly was "s**t I forgot" he hurriedly made a further announcement calling PE to board however the "damage" was done so we along with the other Premium passengers joined the queue behind 40 or so Economy passengers. No priory boarding here!
On taking our seats on board the plane, the cabin crew were painstakingly making their way down the Premium cabin, offering a welcome on board drink. While I fully appreciate the need to be nice ~ as we had ALL boarded late, a little speed would have been more appropriate & appreciated. Eventually, we were served as the "Cabin Doors" announcement was made, & literally a few minutes later, as we were about to taxi, the drinks were taken back. I'm not even sure the passengers behind us got a drink at all. Falling well short of "Relax as soon as you’re on board with a glass of complimentary sparkling wine, cocktail or juice." Over 2 hours into the flight, we were eventually offered refreshments/drinks, & around 20 minutes later, as we had run out of the water we had purchased prior to boarding we pressed the call button, some 10 minutes later we cancelled the call & pressed the call button again after another extended wait we gave up assuming the non response was due to the Business Class passengers being served dinner. I had assumed we would have had dedicated cabin crew rather than have to wait? Onto the flight/plane my arm rest was covered in tape, & the footrest on both mine and my husbands seat was well worn and split. Definitely not very aesthetic.
On arrival into Perth the breakfast plate presented to me was badly chipped, having not long woken up I had already started eating when I noticed it and having had an issue with the dinner menu where our choice was not available I decided not to ask for a replacement as I felt it would not be forthcoming. I would point out that this is also unhygienic & a health issue as there could have been china chips in the food. We also had to request the Amenities pack (which is advertised & promoted as a selling point in Premium Economy) ~ as this, too, had been forgotten by the cabin crew. Apparently it should have been left on our seats before boarding. Lastly, after disembarking & clearing immigration we waited over 45 minutes for the bag carousel to start, signalling the arrival of the passenger bags ~ again no priority our bags were one of the last to be presented for collection & again we joined a long queue to clear customs & one of the last few passengers to leave the arrival hall. This fell way short of previous PE experiences I have had. If you want a comfortable seat with extra leg room pay the current price £2800 each but don't expect much more in the way of attentive service to make the experience in anyway Premium. I did write to Qantas detailing the above but received the standard reply thanking me for my comments and hoping to welcome me on board again soon Very disappointing

Flight was cancelled so they put us up in a nice hotel but the shuttle didn’t start until after we needed to be at the airport and customer service was rude and told me to ring another number which wasn’t open until the next day after we were leaving and w what’s organised someone to pick us up but as they work during the day we have to now pay for a taxi as well as being out $400 dollars for a day off work

Probably the worst lounge experience I have ever had

So stressful trying to get service/food.

I was in First Class lounge 2 hours and managed to order 2 dishes, one of which they brought the wrong one. Asked politely multiple times for service, and to chase food, tried frantically to get attention for ages.

Wasn’t busy,

Gave up and went out to concourse to buy something more relaxing to sit at gate.

ABSOLUTELY DISGUSTING STAFF MEMBERS DISCRIMINATING A 76 YEAR OLD PASSENGER WHO IS WHEELCHAIR BOUND I SPENT 4 HOURS ON THE PHONE TO QANTAS TRYING TO RESOLVE THE SITUATION OF GETTING THE 76 YEAR OLD PASSENGER A EXTRA LEG ROOM SEAT AT MY OWN EXTRA COST QANTAS REPEATEDLY LIED AND SAID THE SEATS WERE ALREADY TAKEN THEN CHANGED THERE STORY TO SAY THERE HAD BEEN BLOCKED FOR PASSENGERS JUST ONE LIE AFTER ANOTHER I CALLED OVER 10 TIMES DURING THE NIGHT HAVING NO SLEEP FROM 1:10AM-4:35AM TRYING TO RESOLVE THIS ISSUE I WOULD URGE EVERYONE TO BOYCOTT QANTAS FOR DISCRIMINATING A ELDERLY PASSENGER FOR NOT GIVING HIM THE BASIC CARE

Very rude staff on Sydney to New Delhi flight . Seen staff arguing uselessly with almost 6 people in my cabin including me. Almost all of staff with mask below nose. No etiquette whatsoever regarding customer service. Felt like being on a hijacked flight through the whole journey. An old couple in front of me accidentally pressed call button twice, got scolded by a male hostess.
Never again. Qantas has gone down the drain that quickly, can't imagine.

This review is about Qantas shopping points. The system they have in place is absolutely woeful.

I purchased an item from David Jones and have been waiting for the 138 points to hit my account for almost 3 months now. It is not as though I am chasing thousands of points!

I have written to their missing points department and they ask for the same information again and again. I suspect this is a ploy by Qantas to infuriate their customers so they give up on chasing missing points.

Beware of this ploy and keep at it. Also, report it to the ACCC and write to the CEO Alan Joyce. Their brand name suffers though they don't seem to care.

Looking at other reviews, we seem to have had a better experience than many but I've not tried to contact customer service team.
We flew premium economy from London to Sydney. Both flights were exactly on time. Plane was fairly new and comfortable. We've not flown since Covid but felt customer service was relatively poor. They certainly weren't helping to make it feel a premium experience even though we paid 3 times an economy seat. Qantas have a way to go to having a team who want to be doing the job and really understand good customer service. I think the food was the same as for economy with 2 meat and one veggie choice and no fish option. It took nearly 3 hours after departure time to serve us food and a drink as we were near the back ie we got our v meal at midnight when we wanted to be asleep. We've had much faster service with other airlines.
I'm grateful to Qantas that they have a policy not to serve peanuts.
I'm updating my review and changing from 3 to 4 stars after my return journey from Sydney to London. We had excellent customer service on both return flights, it made such a difference! Still took over 2 hours to serve a main meal late at night, I do think this could be speeded up so people can get a long night's sleep. We will now consider flying with Qantas again.

Qantas is unquestionably the national shame of Australia. My experience with them over the years has been absolutely horrendous. Our flights were cancelled by them due to Covid and after calling their call centre 7-8 times over a period of more than 2 years of, they still refused to refund us the money. Everytime I called, I was given a different story to avert the issue. No action was ever taken. Don't believe them when they say they will call back, they never will. Such a big company resorting to defraud customers of their hard-earned money is simply despicable and beyond comprehension. I hope that the commerce commission in Australia and New Zealand will take them to task and hold them accountable. Personally, I will boycott Qantas for life, and advise discreet customers to do the same.

Supposed to a proud brand of Australia airline but started doing very dodgy things since COVID! When they are not flying to Shanghai but keep selling the tickets to travel agency who are just selling to customers without checking. In the end they will just cancel your ticket saying due to Covid but The problem is Qantas has stopped flying to Shanghai for ages and they knew that they are not able to fly but just want to sell ticket first in case they end up flying. However what about the impact they had made onto the customers’ trip? Like both financial loss and the risk of trip ruined! Very dodgy and unethical! Lost all the trust on this traditional Australian brand!

Qantas has no customer service. It lacks sophisticated technology that allows passengers to be informed. Flights cancelled with “we apologise” is simply not good enough. Transparency please

My flight was cancelled April 2020, along with thousands of others. I decided to take flight credit at the time, because I still wanted to visit my son. When I eventually went to use the flight credit and rebook my flight at the end of May 2022, I was advised to take a refund, because the cost the flight had gone up by quite a bit. I have yet to receive my money back, and I am no longer able to speak to anyone who actually works for Qantas. I am continually getting through to a call center that has been brought in to handle the call volumes, and none of the reps, know what the hell they are doing. I am continually being fobbed off and pushed from pillar to post. Qantas have effectively stolen my money and are earning interest on it, which as a pensioner I could surely do with. Do not, under any circumstances fly with Qantas as their customer service is abysmal and they are pretty much a mickey mouse company.

I'm looking for a flight deal from London to Perth Australia and return, researching prices and dates. Their website insists on using points. I don't know what they are talking about - don't they want my money? I shan't bother with them - they are just not straightforward.

Flew with them twice, years ago. Absolutely appalling. Broken seat that wouldn't stay upright & dreadful flight attendants; in particular a woman called Sheridan & a male called Joe, who was only lacking a hat with corks. I was really excited to be visiting Australia but was totally put off by their national airline.

Beware, zero customer service. Qantas has owed me £200 since December last year due to change of flights. They do not respond to customer service emails, they do not answer their customer phone line. This does not bode well for an airline as you may very well need some customer care in the case of cancellation or changes.

Customer service is appalling. Qantas changed the flights that I had booked due to my first Qantas leg being delayed, gave me connections that were impossible to make, which I pointed out to Qantas ground staff who told me to approach Qantas staff in Singapore if I missed my connection and they would sort it out. I missed my connection, approached Qantas staff at Singapore who informed me that they are just contractors and I would need to call their help line (my phone wouldn't work in Singapore,) when I did explain to the person on the help line what had happened they said it was up to me to make sure I had time to make my connection (My original flights gave me ample time, the reroute Qantas put me on did not.) So I was stranded in Singapore and had to purchase another flight with another carrier at great expense. I contacted them via Twitter both by posting on their page and by a direct message and never received a response. I will NEVER fly Qantas again and I am a former gold Qantas frequent flyer and Qantas club member.

Lost bag on flight MEL-BKK (via Sydney).19/6/22
Bag missed transfer and due to my onward travel from BKK I was without all luggage for 2 weeks. Team were fine and ensured my bag made it home once found BUT having had to equip myself for 2 weeks of business travel without my luggage I cannot get any help in claiming back the costs incurred.
Emails are not replied to and after a call to customer services I was promised an answer within 48 hours but still nothing received 4 days later.