Qantas Airways

Trying for three years to get a refund of international flights cancelled due to COVID in 2020. Muliple hours & calls and reference numbers and a promise of a refund in July 2022 and STILL no refund. Today twice had my call cut off after waiting about 20 mins each time for someone to answer. Then a promise to call me back 2.5 hours ago, and still no return call. Shocking servivce indeed.

Flied with them from Hong Kong to the UK ... their flight had technical issues which caused much delay.

Ground crew in Hong Kong promised that the airline will assist in the UK with our onward journey so we won't be out of pocket.

Guess what .. the promise didn't materialise ... ground crew in the UK know only to defend quntas mentioning lots of its company policies and complaints procedure if I am not happy, what they don't know is how to empathise their customer concerns and try to find a suitable resolution.

Considering the flight cost obet £600 per person, cost of £15:per person to help customer resolving their onward travel concern by keeping promises will collapse the airline would it?

Sure won't fly with them again unless no other choice!

absolutely terrible. Traveling with a 2 year old isn't very fun for anyone, but this airline did not make it any easier. Not only did they not have our meal requests recorded properly (so we did NOT eat), they made everything the consumer's issue. This was a red eye flight from LAX to BNE. We didn't take off for an hour (which was at fault of LAX, not the airline), but by the time we were up in the air at 1am, the flight attendants barely started serving meals, making people lift their seats if they had reclined them, so the seat trays were more comfortable for those behind - hello, isn't this is a red eye? What about those of us who were sleeping? Lights didn't go out until about 4am PST, even then the personal lights available were bright enough to illuminate the entire isle. The flight attendants seemed to not even care that I had a toddler and were more concerned with talking to anyone else. I felt as if I were a huge inconvenience and my child didn't even CRY or make a peep for that matter! The passenger beside me was a bigger help than the flight attendants, offering me her fruit for my baby - since like I noted before the flight attendants didn't seem to care that they weren't feeding us, since they said our meal reservations didn't go through. I am now sitting on hold to ensure this does not happen on the flight back and it's been AN HOUR and still haven't spoken to a customer service associate. I don't think it's too much to expect a little service when you spend 3k on airfare to be ignored and treated as an inconvenience... I will never fly qantas again, ever. pay the extra and fly with someone who cares.

Few hick-ups during check-in but that was only the start of this long journey. Got to Sydney at 5am from Dubai. Gate# not clear, transfer desk nor the ladies at the gate knew where the boarding pass is issued for transfer flights to Fiji. The worst was.... my flight back.

Again the transfer desk nor the security at the gate not know where the boarding pass is issued, I have gone up and down 4-5 times. The desk finally becomes available and adressed my concerns ... that the desk needs more organization .... what did I get?? The old lady at the counter tells me "I am dis-organized for going to the wrong places?!?!" In front of 30 other people I am going to board the plane with. She even insisted to call security on me for having to tell her that the desk is disorganized.

Afterall she issues the ticket and tells me to wait for I have insisted to address my frustration to her manager.

Did he come?? ...... nope, she even told me that I could miss the flight if he does not come.

After all was boarded with all matters unresolved, this was my worst 15 hours experience on a plane.

Time to use Qantas frequent flyer points, of which I have many. Booked Brisbane-LAX flights, they're available within a day of when I want to go. On the Qantas web site, using Qantas frequent flyer points, and notice outbound flights are via Nadi on Air Pacific. Well, OK, have flown on them to Fiji before when booking through Qantas and they were OK. Used my lounge in Brisbane, but of course (see "catch" below) coming back Qantas had been too cheap to buy Nadi lounge access for their outbound customers (sigh, Qantas again), but I've come to expect that type of thing from Qantas. But that was then. This is just "via" Nadi, so no lounge in Nadi, I can live with that (although it's lame).

But, as this is Qantas, I've come to expect some sort of "catch", there's ALWAYS one that you will not be informed about. Well, guess what? When using an "awards ticket" purchased from "another" airline (did I mention I used Qantas points through the Qantas website?; did I secretly contact Air Pacific somehow?...no lounge access, NO! You CANNOT! That $485 AUSD/year (yes, you read that right folks) for Qantas lounge access? And all that loyalty earning miles on Qantas? Forget it. "Thanks for your loyalty, you're number one (middle finger extended) and the reason we fly".

The administrative and double-speak gymnastics the Qantas staff had to use to try and explain the logic of this was worthy of Monty Python. Oh and the, "we used to, but about 6 mos ago we cut...." Qantas customer care is just so extraordinarily bad on all levels. I learned LONG ago sending an email or anything to customer care is absolutely futile. If they don't have a computer vomiting out auto-responses, they should. They would be infinitely better than the "clearly didn't actually read your email" drone-like non-responses, most often MONTHS after the fact, if then.

They are clearly an airline in decline, stripping everything but the wings off the planes and holistically screwing their frequent flyers. There's about as much chance of me flying Qantas again after my points are exhausted as a snowflake in Hell. Be warned, the fine print ain't even the beginning with this lot.

Long time Qantas Frequent Flyer. Even got a lounge member ship for a few years. Accumulated enough points to fly my daughter and wife international round trip to Los Angeles (194000 points), no problem. Found available seats, great, booking,..then the surcharges of.....hold on...$1,700 AUSD (!!!) the exact same flights, same class, cash cost $2600 AUSD! Oh, except the $30 (!!!) charge.....per ticket, for using a credit card! So, for the privilege of paying for my original FF membership (before they decided to give them out free....thanks again Qantas), flying loyally with qantas, ignoring chronically late planes, increasingly lousy food, lounges stuffed to the gills and serving increasingly cafeteria food, the CEO purposefully stranding his customers by shutting the airline down, and paying not an inconsiderable amount for a credit card that allows me to earn Qantas FF points.....AND that come July Qantas are going to stiff all of their frequent flyers by lowering points earnings......I through my loyalty the privilege of only paying 65% of a full price airfare while sacrificing almost 200,000 points. Not only is that kicking a (previously) loyal customer, after calculating the costs to earn the points in the first place, I've gone BACKWARDS money-wise. the surcharges ARE A SCAM. They are ripping off their frequent flyers. Dismissing and pissing off the very customers they claim they most want (loyal ones).

This airline's management have gone completely off the rails, and have been for some time. Their loyal, and I find generally good, line employees are being treated abysmally by management. And now after being shafted in this way I've discovered they've turned their frequent flyer program into a sham in terms of using them for.....flying. Just a tool they spun off to third parties (Woolworths, etc.) as a marketing cash grab.

My credit card will cancel end of this paid period. My points?, they're garbage for actual flying. Might use them to buy a toaster. Lounge membership....are you kidding? Hello Virgin, here I come. Qantas deserves bankruptcy for its frequent flyer scam.

Expensive fares. No flexibility. Terrible customer service. Perth airport is the worst place for rude Qantas staff. Been a gold member for years and have watched the airline go downhill. I was told by a duty manager that staff can no longer change you to an earlier flight as the company needs to make more money.

Such a shame they have switched the kangaroo route hub. The timing of the flight changes in Dubai in both directions are very poor for Jet Lag..

we booked a rtn flight Auckland to Sydney via emirates but unfortunately it was quantas on the way back, we think they sub contract with them? - really chaotic with food and drinks, and very cramped aircraft. Food awful - I would not want to travel with tm again :(

Apparently one of the air hostess would prefer to serve only male passengers. She had stopped far too many times just to greet and serve a group of young atheletic team. She asked only male passengers ( excluding those older male passengers) if they wanted anything and would immediately taking care of the requests. However, when asked by female passengers, she would smile and says yes but would just pretend to forget about the requests. If you are coming to work as an air hostess and in the customer services industry, you are there for all the passengers. Unless you are using your career just to find an opportunity to climb a social ladder which is obviously what you are doing, please be quick so you wont bring other people who are working hard and do their jobs at their best down. I wouldn't mind to fly with qantas again because the majority of ther service and foods are not too bad. But please human resource, could you please retrain your staff.