Qantas Arvostelua 958

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.

Unfortunately on our recent return from Perth Australia we decided to cancel our Emirates flights back home to Edinburgh. On hindsight cancelling this wonderful airline (Emirates) and booking Qantas was our biggest mistake.
We booked Qantas premier economy from Perth to Edinburgh 4th April 2026. Costing £5,000 1 way for two.
Paying that was my second mistake but we wanted out and economy flights were non existent back to Edinburgh. Qantas phone staff were useless, told us we would have to get off at Heathrow collect our luggage and then get later BA flight with a stay over in Heathrow of 4hrs, and after another 3 hr call to them were told the flight will stop over in Singapore but had no Idea for how long, they could't tell us what seats we where in as I specifically asked for window and aisle seat ( we are pensioners) we didn't get seats but were put in the centre seating. at Heathrow turned out we didn't need to collect our luggage it would have been put on a BA plane waiting as a connect to Edinburg. However we could get on as Qantas never booked us on that connecting flight. The food and the plane staff were the worse I have come across. And that was premier economy I hate to think how they treated economy? Worse Airline I have ever dealt with shocking

We recently were travelling from Adelaide to London Heathrow with Qantas. Our flight from Adelaide to Sydney was cancelled so we missed our connection for our main flight from Sydney to London. We were re-routed through Brisbane but were downgraded to Economy class. Although we were pleased to still be able to travel, we expected some compensation for the downgrade. Qantas has refused to offer any compensation - this is appalling customer service and in my view not fulfilling the contract for what we paid for when we booked the flights. All the crew on the flights were wonderful but the customer service department is terrible. I wouldn't trust Qantas again.

I had an extremely disappointing and distressing experience with Qantas (Ref No: 19385147) at Melbourne Tullamarine Airport on 3 April 2026 at approximately 7:40 AM.

This was a single booking purchased through LATAM Airlines from Melbourne to São Paulo (Guarulhos). I did NOT book separate tickets—this was one continuous itinerary. Therefore, it is completely unreasonable that different baggage rules were suddenly applied at check-in that contradict the allowance clearly stated on my ticket.

At check-in, I presented my Australian passport and explained my itinerary (Melbourne → Sydney → Santiago → São Paulo). When asked about entry requirements, I clarified that I also hold Brazilian nationality and presented my Brazilian ID. Immediately after mentioning this, the staff member looked at me and said: “We have a problem.” From that point, the interaction changed noticeably.

I was then told my carry-on luggage had to be checked in as “excess,” despite clearly being within the allowance stated on my ticket:
• Carry-on: max 55 x 35 x 25 cm, up to 12 kg
• Personal item: max 45 x 35 x 20 cm

My carry-on:
• Weight: 6 kg (photo taken at check-in showing the scale)
• Size: approx. 33 x 21 x 46 cm (50 cm including wheels) — within limits

My backpack:
• Weight: approx. 6 kg (including a 1L water bottle I would discard anyway)
• Size: smaller than allowed, and it fit under the seat in front of me on both flights (confirmed with photo and video evidence)

Despite presenting proof of allowance and measurements at the counter, I was forced to pay AUD 146. The staff member even stated the fee was “cheap,” which was unprofessional and inappropriate.

I later submitted all supporting evidence directly to Qantas as part of my complaint for resolution, including:
• Photo of the luggage on the scale (6 kg)
• Measurements taken with a tape
• Photos and video showing the backpack fitting under the seat
• Evidence of the baggage allowance stated on my ticket

Qantas’ response? A generic reply stating they would “review internally,” but refusing reimbursement—without explaining how my baggage exceeded the allowance. No specific policy cited, no breakdown, and no meaningful consideration of the evidence I provided to them.

They also claim they “do not tolerate discrimination,” yet completely ignored the context: the issue only arose immediately after I disclosed my Brazilian nationality, followed by the comment “we have a problem” and the sudden imposition of a charge that contradicts the ticket conditions.

This is not just about money—it’s about accountability and fairness. I purchased a single ticket from Melbourne to São Paulo and followed the stated rules. I provided clear evidence to Qantas for review. I was still charged and then dismissed.

Extremely poor customer service, lack of transparency, and a deeply concerning experience. I expected far better from a national airline.

I was on theQF111 from Perth to Auckland on the 535pm flight ✈️ .IAm am really impressed with the excellent service they gave on the plane.Your staff really work hard and gave good service.First time I fly Qantas and it won't be last.Thank you to all staff including the pilots.

The worst company I have dealt with. I have been waiting on the phone for hours and there is not light in the tunnel, or rather there is tunnel in the light. The tunnel is called QANTAS. This is not my first experience with them; some months ago, I had been waiting for 8 hours before some tired and uncooperative person answered the call! Oh, yes! 8 hours. Of course we were both exhausted and I did not get my call answered or dealt with. As soon as I use my frequent flyers points - not so many left now, I am out of here. To be honest, I feel that the only fix is for this company (if one can call this a company) to be disbanded with a legislation! I have better experience with the second hand car dealers, "The Habib brothers"!

The customer experience could definitely be better and wait times reduced.

I have a complaint for the Qantas First Class Lounge staff and the staff at the Gate for my LAX to Sydney flight just now, as well as for the Qantas customer experience all around.

I’m a long time traveller and British Airways Gold / OneWorld Alliance Emerald member. I called the Qantas customer service line to ask about an upgrade and whether I would have a bassinet seat for my 4 month old baby and she could not confirm anything and told me my seat was in economy when I had bought an economy plus seat. I was not able to ascertain any information from that call - she was not informed or knowledgeable at all. I tried to check my seats online and couldn’t get a seat map for the flights. For my first flight I was actually not even on the flight - I spent 45 minutes in the lounge waiting for the staff to assign me a seat as I was not guaranteed to fly as somehow I was on standby even though I bought the flights together weeks ago. I then was given a middle class in the final rows of the plane for JFK to LAX with a newborn.

I was told at JFK that there were many empty business class seats for LAX to SYD and I could purchase my upgrade to business class at LAX airport and specifically at the lounge. I walked a long ways to the lounge with my baby and all my baby carry on equipment and was told by the staff there that my name had been noted and I was good to go for an upgrade to business class. They said everything was secured and I just needed to pay at the Gate. I then went to the gate and was very rudely told by the staff there that the tickets had been given away to Qantas airline staff and others. They didnt seem bothered or sympathetic about any of it. Then they sent me into the wrong section of the plane with all my baby belongings -into economy when I had an economy plus seat so had to wait another 15 minutes to be brought to the right area. All around very disappointing experience. I was looking forward to this flight and was surprised how badly it all went.

Pathetic customer service, with long wait times just to speak to a representative. It’s unclear why the airline operates international flights if it cannot adequately support its passengers or deliver a high standard of service. Considering the very high fares, the overall experience is extremely disappointing.

Theft - my mother in law purchased very expensive seats for medical reasons, quantas sent her an email to say they have moved her seat to a random seat at the back of the plane- not only do they not answer their South African phone-line for 4 solid days she has been logged out her account and cannot get back in- the frequent flyer helpline do not answer emails or call her as they undertook to do in the single piece of communication from them!she is considering going to lodge a case at the police station - how can an airline operate like this ! Stealing money from grieving widows going to visit their dying brother

Booked this week in Launceston in August 25 to use up points (Qa wanted cut the value of the points) The first screw up split flights to launnie and return from Mel to Brissie,next Major stuff up. We arrived at our Hotel to find Quantas DID NOT book it. The Mantra Charles saw by our paper work, our reservation Papers show Return flights + 7 Nights ACC They were Great, gave us a room until it was sorted. Booked out from Tues,QA never sorted it out. Hotel had a cancellation to fix room , But we had to live out of suitcase for 3 days,We never heard a peep from Qa. The Mantra let us go saying they will sort it out with Qa. Highly Rate Mantra for their customer service, Thank you

I take many flights a month, with almost all delayed or many completely canceled over the last 24 months. It's just getting worse.

Told by our travel agent Qantas will sit us together on our flight from Heathrow to Singapore as we are on the same booking reference. You didnt and we are not sat together. Staff at Heathrow useless in helping us. First time of flying with Qantas and not impressed.

The worst consumer experience of my life — and I mean that literally.
As a loyal Qantas business customer, I never imagined I would be sitting in Brisbane Airport on my departure day, physically unwell from stress, not knowing if I can even board my own flight. My family won't leave without me. We are in limbo. Again.
When the Middle East conflict grounded Emirates and DFAT issued a Do Not Travel advisory for the UAE, Qantas's response was to demand a fare difference four times our original booking to reroute our family of four. Not an apology. Not a solution. A bill.
What followed was weeks of circular complaint portals designed to prevent escalation, phone teams refusing to assist, and a formal legal notice to the CEO that should never have been necessary. The CEO received and read that notice within minutes. No one ever called.
We eventually got our reroute — but only after I fought for it relentlessly. And on departure day, the reroute wasn't even recorded in their system. My family couldn't check in at Cairns. Staff at Brisbane refused to speak to me about a known, foreseeable issue until check-in formally opened.
I am still here. Still waiting. Still don't know if we're flying today.
Two loyal business customers. Weeks of severe, unrelenting stress with a direct impact on my health. Zero proactive communication. Zero accountability. Zero follow-up from the CEO.

At A$7,000 for Mel-Del, it's a total waste of money. The Wi-Fi didn't work as advertised, and the food was worse than a domestic snack. The staff were unprofessional and impatient, one crew member spent more time chatting with a neighbour than helping other passengers. Very unpleasant and unwelcoming environment. Stick to another airline for this price.

Lovely crew flying dorm Melbourne to New Delhi, couldn’t fault them and wouldn’t want to.
Why I do take offence at in this world of shove push sl you into digital spaces. Qantas on its own check in app and online says that’s passenger can self check in at kiosk between check in rows p and n in Delhi terminal 3.
Well no the #%^} you cannot, so having arrived at the airport to enjoye some duty free shipping for a lieisurely time instead we had to sit for 7.5 hours waiting for the ‘old manual human’ check in to occur and that’s when you know face to face that there ain’t no digital revolution happening here, an as was once said of British Airways staff ever so rudely and nahhhhh nag looks like there won’t be anytime soon.