Quantas Reviews 246

A s*** app and website. Impossible to do anything from the app/website except putting your credit card detail and getting charged for nothing. Impossible to change the flight dates, impossible to get your missing points, it's always written "something went wrong". Fix your bloody app and your bloody website!

I booked our trip to Australia, from London, eight months ago and booked seats, because I am 6'4", twenty stone, have chronic arthritis and two metal knees. We booked the front row of Premium Economy, so that nobody could push their seat back on my knees. Imagine my delight to find that some cretin had moved us to the back row, the worst possible row. 17 hours in the worst seats on the plane. When I complained to Qantas, their response was "sometimes seats need to be changed for operational reason". There was no "operational" reason here. My pre-booked seat was occupied by a little lady, no doubt the favourite aunt of a Qantas employee. I will never fly Qantas again.

Heathrow- Melbourne Flight cancelled after booking, re routed. Then on the day of flight, over 6 hour delay. Premium economy flights cost £7.5k. Not given lounge access despite elderly diabetic traveller. £25 voucher, enough for 1 cheap meal and drink. No mention about arriving in middle of night.

I had a flight to Australia cancelled due to Corona, it took almost 18 months of multiple calls, chasing, and hours on the phone to get a refund, only to have it refunded in Qantas Points instead of back on my Amex credit card as they said I could do (over multiple calls). I had to chase for 3 months just for that result.

I had about £756 to be refunded which only equated to 42,000 points (as they refunded me in points instead of cash) which can't even get me a flight to Barcelona from London in winter, the most expensive economy flight to Barca out there.

The points system is a scam, how does £756 equate to 40,000 points, the same flight I booked to Melbourne was over 400,000 points in off-peak times before getting ripped off for seat choices!

I used to take Qantas everywhere, Alan Joyce (gone now thank god) has destroyed this airline for years to come. Never flying Qantas again. Take the points and burn them.

Delay from Sydney to Johannesburg. Caused me to double pay of ticket for my connection flight.
Service department only provided tel nb which takes hours to answer. They do not provide an email address to discuss compensation. Worst airline in the world when it comes in responding to complains. Totally unacceptable.

Outgoing QANTAS Irish CEO has certainly left his mark/stain behind. His legacy is one taking something Australians could be reasonably proud of to a 2nd rate airline in so so many ways. Woke up this morning to find our 11.50am direct London to Perth flight not leaving today. Our incoming flight resulted in one checked bag being badly scuffed and the coasters damaged on the other. QANTAS remains an incompetent, unreliable airline and apparently getting worse. My advice is to steer clear.

Very many thanks for the staff at Qantus on the recent charter flight, they done us all proud.

As an Australian expat currently working in London, I am so embarrassed that Qantas is our national Australian airline. I have flown with Qantas many times before - usually it is fine on short haul domestic flights (Sydney - Melb etc). However, I had a terrible experience last year when I was heading back home from the UK to Australia. To keep the story short, we had booked our tickets with Qantas, and we had received email confirmation that our flights were all booked and issued (even had seat selections too). When we arrived at the airport to check in, we were told that Qantas had not actually issued our tickets, and we were not actually booked onto this flight. We urgently needed to head back home for a family matter and without seats on the flight, we were forced to purchase new tickets on a DIFFERENT airline. What an absolute joke. No compensation made by Qantas. I have travelled the world, been on many airlines (in Asia, Europe, Americas), and I have to say that as an Australian, I have never been more stressed through this experience and I am so embarrassed that Qantas is our national airline.

I am reluctant to even give one star, but I needed to in order to write a review for what has become an embarrassment of an airline. Briefly, we had paid for extra leg room seats on a long haul flight only to find on the return journey, those seats had been sold to other passengers. You would think Qantas would be mortified and try to rectify the issue immediately. Not even close, all we got was a spoken apology over the phone-call which we had to make when we saw the seat change after logging into ‘manage my booking’. This is beyond belief and I would suspect also illegal business activity to take two customers money for the same seat! I will of course be taking my complaint to the ACA and ensuring this issue gets heard by as many potential Qantas passengers as possible.

Our flight from singapore to London and back, a terrible experience. Our fligjt to london was delayed by more than 10 hrs and no compensation. In addition, despite paying so much and travelling on business class, they dont have the option to pre order your food. Menu is limited and mainly catered for western palate. Customer service on flight is the worst I have come accross. Each time you call for service you end up wondering if you committed a crime. Such an unwelcomed feeling on Qantas. If you have travelled any of the top asian airlines and enjoyed their business class lounge, than the qantas lounge is a far far cry. Good just for drinks. If you want a good meal forget it. Food options a limited. Such a big brand yet it clearly shows how they are stinching. First tume flying and just such a bad experience. Nwver to fly this airlines.

Fantastic experience from London to Melbourne. Had an amazing holiday. Cabin space a little small but they have squashed loads of seats in.

Nan had assistance booked but this rarely materialised.

I am having a similar experience with Qantas as previous reviewer.
Booked a flight to Australia for 2024 and within days of booking they cancelled part of the flight, I was given an involuntary downgrade on the recommended flight. I opted for a full refund of my fare. I have been waiting for the refund for 2 months now despite having received an email on the 7th of June saying my refund has been processed.
The customer service staff have no answers when I ring, it's always wait another 72 hours, then wait another 7 days.
Having rang every week to no avail I feel this airline is truly disgusting, almost criminal, hanging on to money after promising a full refund within 7 days.
I've always flown with Emirates and will be booking with them once I receive my elusive refund.

If I could give ZERO stars I would!

Downgraded our tickets 10 months in advance and then Qantas thought it was perfectly ok to inconvenience me further by informing me to take the flight and 'apply' for a refund of fare difference after we had flown in 8 months time by completing a form! No thanks Qantas I do not want you sitting on my hard earned cash for months whilst you decide if I am due a refund for an error on your part! With the warning signs flashing loud and clear that this was indicative of the level of service they were offering I took the full refund option - prepared to lose money on paid seats rather than step foot on the flying kangaroo!
Obtaining my refund has taken weeks rather than the 7 days as promised... endless phone calls of being put on hold for hours whilst staff are unable to answer the simplest of questions with some of the rudest staff I have ever spoken to. At their mercy I endured sleepless nights worried if I would ever see my money again..It's a disgrace that with such contempt towards PAYING customers Qantas are continuing to represent Australia globally.

Regarding case 07366312. My flight was delayed for 12 hours. I have submitted a case and have emailed over 10 times with more information however each time I get an automated message saying my case number is not recognised. I have called customer care nz twice however they are incompetent. Please advise how I submit information required when I can’t respond to your email

Agree with all the terrible reviews of this airline. Paid for extra legroom seats on a long haul flight. At check in we found we had been bumped and given other seats. Try getting a refund from this awful airline. Customer service do not answer emails and their online portal for claiming a refund goes unanswered. Their latest is that their system will not allow them to refund money??? Avoid them as I will from now on.

Probably the worst customer service ever experienced.
Not allowed to board a flight from Brisbane to Tokyo as my wife's NHS app was playing up, arrived 3hrs before departure, instead of trying to solve a problem the check in staff actually seemed to be putting barriers up to stop us boarding the plane.
Took a PCR test (negative) but paperwork "was in the system"
6 members of staff sat doing nothing to help ( 1 with feet up on his desk) No evidence no flight, as he said.
Not allowed to board our flight, then allowed to book a flight from Brisbane to Sydney then Sydney to Tokyo at an extra cost of $3,500, same airline same destination, no checks, got to Tokyo and no checks required, thank you Qantas what a terrible and costly experience.

After a recent flight to Australia & return got a voicemail to be told part of my return flight had been down graded from premium to economy after phoning to complain was told I was upgraded to business found out at the airport that was a lie I was still down graded to economy then ran out of hot breakfast on the way home as well not impressed after spending more than £4000 on a flight

I have been way overcharged on flights. Every time I searched them they went up. I just searched the same flights in hidden mode (Incognito) and suddenly they are cheaper. Shame on you Qantas!

i see that they cant even respond here. What a company! Where is the customer service please quantas?? Where is my refund?
booking reference 5MGYPW

Changed dates and times of flights. June 2022. Direct flight Perth, Western Australia to London Heathrow.
Then significant delay at Perth - over 6-7 hours flight delay travelling with 2 children with special needs.
Then Qantas failed to adhere to their refund policy for delayed flights and we have not yet been compensated. Lots of excuses and escalation of complaint but terrible and frustrating experience. Never again. Emirates if we fly that journey again