Qantas Airways

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 1883 reviews
6/10
4 star Skytrax Rating
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10/10

"genuine improvement in service"

(Australia)

Trip Verified | Over the last 18 months I have flown Qantas several time, largely from Sydney to Melbourne and return or Sydney to Brisbane and return. During that time I have experienced a genuine improvement in service, punctuality and professionalism of the crew. My most recent flight Sydney - Melbourne - Sydney was as good as it could ever be. The flights were punctual, the crew were very welcoming and the aircraft was impeccably clean and operational. Crew actively helped passengers to be comfortable by hanging up jackets, helping to arrange luggage and checking to see if more help was required. From Melbourne to Sydney on 18th March I sat in an aisle seat and stood up to let the window passenger access to the aisle for the bathroom. Instantly the steward appeared and offered to hold my glass of water so it did not spill during this process. To do this shows he was proactively looking for ways to assist passengers. That is outstanding service. Food in Business class was excellent and presented with pride and good grace. Food in Economy was also quite good and again served very professionally. The point I really want to make is that over the last two years service has improved to the point of being quite exceptional and the journeys have been pleasant as a result. Just in case you think that might apply only to Business, I can assure you that I have experienced the same warm welcomes and professional approach in Economy. The crew appear genuinely pleased to welcome passengers on board. Well done Qantas - you are back in business!
AircraftBoeing 737 - 800
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteSydney to Melbourne
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
2/10

“Food was below average”

(South Africa)

Trip Verified | The worst cabin crew I have ever had the experience to travel with. Rude, sullen, mean to a fellow passenger behind her back. The seats are tight and lack legroom. Inflight entertainment is sub standard. Maybe they should get some basic ideas from Emirates. Food was below average, served with indifference. All in all a very cattle class airline. I will never travel with them again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteJohannesburg to Sydney
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
4/10

"let down by its representatives"

(Australia)

Trip Verified | As the only airline flying direct DFW to SYD, I paid a premium fare well in excess of $8000 for Business Class. Lounge arrangements in DFW prior to flight good and embarkation and initial welcome with a glass of champagne worked efficiently. That was the last process that did. Fair to say the business class configuration in this aircraft is the best I have experienced - excellent storage, easy controls and good touch screen entertainment options. Shortly after takeoff I was asked for my dinner and breakfast orders, duly provided. Not sure why I was asked to select from the three dinner choices on the menu - only one of the choices was available and it was the one that I would least desire. I was not asked whether I wanted a refreshment of any sort at that time and, by observation, nor were any of my neighbours. Almost two hours elapsed before any member of the flight crew came near me. Then it was to deliver my dinner. I asked to see the wine-list because the wines had not been included on the dinner menu, as is the practice with all other major airlines recently flown. The response was that they don't have a wine list - they just serve what is loaded on board. I was advised that I could have red or white - no attempt to explain the characteristics of different available wines - clearly didn't have a clue. I chose to have a Shiraz - the bottle was produced but was from a producer I have never heard of. Hardly a good advertisement for Australian wines on the national carrier. The only available meal was a fillet cooked to order. Medium rare it was not - well done a better description. During the meal there was no crew attention to top up wine or water. Next flight crew contact was when tray was removed. No question of offering an aperitif or coffee. From takeoff to dinner clearance the flight crew appeared more interested in chatting to each other near the galley than serving their customers. After dinner, no attempt by flight crew in my section of business class to assist passengers with getting their bedding set up for the overnight flight. Definitely a self help situation. About an hour before landing I realised that I had not been provided with a landing card. I approached one of the flight crew who stated, somewhat arrogantly as though it ws my fault, "you should have been given one". All in all, this flight was another affirmation that airline customer experiences are largely in the hands of the flight crew. Once again, Qantas was let down by its representatives and, to some degree by the quality of the food and wine presented. My rating is based on the facts as laid out in this review and the fact that, if you pay over $500 per hour for an experience, it should be worth it.
AircraftBoeing 787-9
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteDallas Fort Worth to Sydney
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
6/10

"flight took off on time"

(Australia)

Trip Verified | Brisbane to Townsville. Was given boarding passes for this flight in Venice first flight of journey. Checked in luggage at Qantas. Brisbane connections given new boarding passes very polite check in staff member. This was midday flight took off on time snack a sandwich and drinks. My booking was Gluten free so I had to say and cabin crew went to back and brought me a packet of crisps and apple and small coconut chocolate bar. This is only short flight but this is were Qantas and Emirates gluten free meals / snacks differ. Use to be offered gluten free toasted sandwich not any more . Arrived on time. Had aisle seat near back with empty seat next to me. Feel compared with Emirates meals no comparison. Luggage arrived all the way from Venice.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBrisbane to Townsville
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"tasty food and snacks"

(Australia)

Trip Verified | Qantas has changed since my last flight last year. Great service by sensational cabin crew, tasty food and snacks and a great selection of entertainment. Seat was lacking cushioning and a little bit hard and stiff.
AircraftA330-300
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBrisbane to Singapore
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"Disgusting horrible airline"

(Australia)

Trip Verified | No Entertainment system at all on for 13 hour flight home. Was issued dismal $100 flight pass for passenger for inconvenience (there was 6 of us 2 adults 4 kids) but you can only use 1 flight pass per future booking, meaning we need 6 flights to use up each credit. Disgusting horrible airline, horrible management, shame on them.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHonolulu to Brisbane
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Will never use them again"

(Australia)

Not Verified | Would not recommend this airline to my worst enemy. In the past I’ve dealt with multiple cancellations with Qantas, the final straw was Qantas cancelling my international flight less than a few hours before I was meant to fly. Their fix, a flight leaving earlier time with a stop. Had to rush to airport. Paid extra to have a direct flight. Will never use them again. Useless customer service. Offered no help or compensation.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePerth to London Heathrow
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
8/10

"experience was let down by the food"

(Malaysia)

Trip Verified | First time with Qantas. Very cheerful and friendly cabin crew. Seat was comfortable. The entertainment and wi-fi worked very well. The whole experience was let down by the food which I think inadequate in term of quantity and quality. The boarding process was efficient.
AircraftA330
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSingapore to Melbourne
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
2/10

"deserves a budget and low rating"

(Australia)

Trip Verified | The management of Airline and reputation is horrendous. Qantas has the reputation of constant delays and cancellations to the point that it is of no surprise anymore. Airline cleanliness is not up to standards and aircrew are not as friendly as other airlines. For this current flight, it was plagued with delays, firstly with boarding, even though the aircrew boarded the aircraft before the first boarding call. Subsequently, we only managed to board past the flight time and were then told to wait another 20 minutes due to paperworks issue. This is a full paying flight and not a budget flight, but we were told after they sorted out the paperworks that unfortunately the flight could not have in-flight entertainment. The flight is double the budget airline in price but ended up with no in-flight entertainment. This deserves a budget and low rating.
AircraftA330
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMelbourne to Singapore
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"a really disappointing airline"

(China)

Trip Verified | I was flying to Australia for the first time and I had a choice between China Eastern and Qantas. The experience was so bad. It felt so budget and grimey. 1. They emailed early on the day of the flight to say the entertainment system was broken and to prepare. This is crazy for a long haul flight and the plane came from Sydney so how could they not have addressed this issue before flying to China. So nothing worked. No movies, no map, no safety video. Also, on board they said people should download on Netflix knowing full well that Chinese people have no access to Netflix. So basically they ignored the problems Chinese people might face. The seats were one of the smallest I’ve ever sat on. It was so tight and the whole cabin felt cluttered and poorly laid out. In addition, the material of the pillow meant everything was sticking to it so it looked really gross and dirty. The toilets were also super gross and the whole experience felt unhygienic. The meal was appealing I can barely put it into words. Usually I take a photo of my plane food as generally I like it. There was just one container of meat or veg or whatever you ordered and a piece of bread. No nice tray or cups or no presentation at all. The breakfast was the same. Really below expectations for a long haul flight. The plane left shanghai over 2 hours late. Nothing was offered for these 2 hours. The cabin crew were nice but quite inattentive. While waiting to go to the restroom, a Chinese lady asked for hot water. There were a lot of cabin crew and not one person helped her even though it was obvious was she needed and she asked. After about five minutes someone helped her. They seem to prioritize white people so if you fall into this category you’re lucky. I complained about my experience as it was so terrible and the flight wasn’t cheap. They offered my $100 travel credit which can be used on a future flight. I’m not from Australia and I have no plans to return in the near future so this isn’t really helpful. To conclude, Qantas is a really disappointing airline with a terrible service, dirty and compact cabins, poor food quality I would never fly with them again. Fortunately after landing I had a good experience in Australia. It’s a shame that this airline is the first thing a lot of people will encounter when coming to Australia. If possible fly with any other available airline.
AircraftA330
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteShanghai to Sydney
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no