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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1/10

"nothing could be done"

(United States)

Most recent experience on Qantas Airways, QF15, Brisbane to LAX, Business Class on 2 Dec 2015. I made reservations for 2 business class tickets some 11 months ago and selected seats 3D and3E on what was sold to me as their new "A380 business class product" on a brand new configured 747-400. 3 days before departure I went online and found that we had been reseated in aisle seats in 2 different rows. I called Qantas and was told that we were reallocated with no plausible explanation. I was told that this would be their new A380 product. When we got to the airport and checked in I asked the check-in agent about the aircraft, she told me the flight was being operated by an old 747 that was not refurbished. We proceeded thru customs and security and went to the Qantas Lounge to find that it was completely packed with not one single seat available for use. We were told 3 separate times that our flight was boarding, the original time of boarding at 10.15 came and went then we were told 10.45 and then 11.00, the actual time was after 11.30. Onboard the seat controls worked sporadically, the stained and worn seat had little if any padding, when I brought this to the attention of the flight crew they offered to put on a pad (they call it a mattress) on it. This did little to alleviate this discomfort. The meal was a pork chop consisting of a piece of meat that could not be cut and wen I asked for a salad they told me they had run out. The breakfast offered some 10 hours later was even worse with stale breads and hard. The crew told me that the IVOD system was broken and that nothing could be done. After I sent the breakfast tray away I asked if I could simply have a cup of tea with milk, some 20 minutes later they brought the same coffee I had already sent back.
AircraftBoeing 747-400
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteBrisbane to LAX
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"recommend Business Class"

(Australia)

I booked Economy Brisbane to Sydney and then Premium Economy from Sydney to Hong Kong on 10 December to try Premium Economy and fly the A380 for the first time but I had also registered for an upgrade to Business (at the cost of 25,000 QFF points) and I was granted this. You made a 20-year QFF veteran very happy. I don't think I will ever be able to go back to Economy for a long haul flight ever again. So much space, I didn't know what to do with it! Being called by my name by pleasant flight attendants, a table cloth, nice tasty food, non-stop drinks, proper head phones, amenities kit with socks and toiletries, back massaging options, the list goes on. The A380 is a beautiful aircraft, really quiet and there was hardly any turbulence. I thought the selection of movies was disappointing - there was a lot to select from, but I had either seen them or wasn't interested in the rest. I should have also caught an earlier Brisbane to Sydney flight (minimum 2 hours not 1 hour 25 minutes). I walked straight onto the connecting bus to the International terminal and it was quick getting through immigration but security was very congested with long lines, so there was no time for any duty free shopping or dawdling to the gate (also don't forget about daylight saving if you are from Queensland). I had to walk quickly and boarding was already occurring when I got to the gate but the Business Class line for the upper level of the aircraft had hardly anyone in it. Once on board, there was a delay in pushing back and the Captain kept everyone informed of what was exactly was going on (this is welcomed instead of being vague). Being one of the first off the plane in Hong Kong was great, but there was a lengthy wait for my bag (probably not the fault of Qantas), where you start to fear that your bag never made the flight, but it eventually appeared on the baggage carousel. I would recommend Business Class on the A380, if you ever get the opportunity or want to pay for it.
AircraftA380
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteBNE to HKG via SYD
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"massively improved"

(Australia)

Having been on the SYD-LHR via DXB run five times this year on mostly Qantas metal I am a bit biased, as a QFF, but feel able to comment. Have sat in all cabins save first. What is noticeable is the soft skills in Qantas compared to EK. Meals are also a common criticism made of Qantas. Frankly I do not want a full meal at 2.25am when QF1 leaves DXB for LHR. A snack will suffice. This last trip which involved QF 1&2 over a 5 day trip was pretty much spot on with where Qantas is now. Massively improved from a few years ago. Cabin service was friendly and helpful. To those who keep grumbling about FA's, well smile at them and say please and thank you. Much to complain about on this last trip? Not really. In the economy cabin from London to Dubai on QF 2. The pax nearby was moaning about breakfast being a date muffin. Well we had been served dinner around four hours earlier after leaving London so not sure scrambled eggs would have been the go. Horses for courses. Being a QFF I am biased but these days a very satisfying airline to fly with.
AircraftA380
Type Of TravellerBusiness
Seat TypePremium Economy
RouteSYD-LHR via DXB
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
6/10

"antiquated entertainment"

(Australia)

Hong Kong to Sydney with Qantas. I transferred from a new Cathay Pacific Boeing 777 to an old, non-refurbished Qantas A330 and the difference was horrid. The A330 smelled, stained seats, very cramped and an antiquated entertainment system. On the positive side the crew were great and the enhanced meal portions in economy gratefully received. Please Qantas, remove these ancient beasts from the longer haul international flights.
AircraftA330
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHKG to SYD
Date FlownDecember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
8/10

"extra room was great"

(New Zealand)

Flew Auckland to Washington, the first two legs from Auckland to Sydney and Sydney to Dallas/Ft Worth with Qantas. I booked extra legroom seats in the small economy cabin on the top deck for my flight to Dallas from Sydney. This was a really good value purchase and the extra room was great. Managed to get a decent amount of sleep, crew were great, offering water, prompt service and really friendly. The return flight Dallas to Sydney was up against headwinds so took over 17 hours, my longest ever flight. A great selection of movies and TV options as well, once again, as great service made this flight not seem so long. Neither of the long haul flights were full which probably helped, but I was impressed with comfort, service and entertainment. The shorter flights with Qantas and their US partner American Airlines could best be described as functional. They got me from A-B not much more.
AircraftBoeing 737 / A380
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAKL to DCA via SYD/DFW
Date FlownNovember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
5/10

"the service was perfunctory"

(Australia)

We travelled from Sydney to New York and return in business with Qantas. On all legs one could only say the service was perfunctory. The cabin staff were either almost mute or in the case of one individual excessively talkative. There is no charm or sense of energy in what seems to be a deliberate attempt to make the staff as colourless as possible. At the beginning of the flight the flight service director comes to each passenger to introduce themselves and to engage in robotic conversation. I am generally a good sleeper however I found the beds to be uncomfortable despite the overlay which made the 14 hour legs a lengthy experience. One positive was the food and beverages where the selection was attractive and the quality high. In our view Qantas is not in the same league as its Asian and Middle Eastern competitors and the lack of profitability of its international services is easily explained by the quality of its not inexpensive product.
AircraftBoeing 747 & A380
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteNew York to Sydney
Date FlownNovember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
10/10

"very well looked after"

(United Kingdom)

Qantas from London to Sydney via Dubai and Singapore. Check in, IFE, meals and service left a lasting impression and I was very well looked after. I was grateful to Qantas crew for upgrading me on the Dubai to London sector. By far the best flights I have ever experienced. Qantas lounges in Singapore /Sydney and Emirates lounge in Dubai made for a relaxing start before each flight. Qantas take pride in displaying Australia's finest wines. I can't recommend them more highly.
AircraftA380
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLHR to SYD via DXB/SIN
Date FlownNovember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"really gone downhill"

(Australia)

Qantas from Brisbane to Los Angeles. It was apparent prior to boarding at BNE that this was a very full flight. Upon boarding the cooling system wasn't working and we sat in the plane, melting, for about 20-30 minutes until we were given clearance for take off. Even after take off, it took a while cool down. It was a very long 13 hours to LAX. The IFE had to be re-booted 3 times and the USB ports didn't work. The food was below average even for economy and the seats were terribly uncomfortable. One of the older FA's almost dropped food all over my partner and at one stage he didn't even stop to listen to a simple request. Qantas has really gone downhill.
AircraftBoeing 747
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBNE to LAX
Date FlownNovember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
4/10

"don't use non refurbished aircraft"

(Australia)

Jakarta to Sydney with Qantas. Last minute aircraft change to a non refurbished A330 with angled Skybeds. Not happy, as there is no room to put anything and the most uncomfortable business class seat/bed around. We went to Jakarta 3 days earlier and were impressed with the business class suites and then on the way home this happened. Also the AVOD was pretty ordinary - had some issues with the controls not functioning. Luckily it was a quick flight. Service and food was fine, but please Qantas don't use these non refurbished aircraft on long haul routes!
AircraftA330-200
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteCGK to SYD
Date FlownNovember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"I think we'll just give up on Qantas"

(United Kingdom)

Flew Qantas Airways from Melbourne to Hong Kong, we never expect that much with Qantas but this was flight was an all time low. When we travel economy we choose to sit at the back of the plane as we prefer the two by two configuration. The downside to this is your are served your meal last. This was not an issue, what was an issue was having the option of cold chicken salad, or cold chicken salad, as the other two options had run out. The improvements to Qantas's food was evident through the new menu options and size of everyone's meals, yet this was somewhat irrelevant to us as we ate nothing as we were unable to order what we wanted from the menu nor have any choice whatsoever (not wanting a 'cold' chicken salad). I realize this all sounds petty, but when you are traveling eight hours or so, you expect a 'hot' meal and a 'choice' of which hot meal, especially considering these meals cost the airline $2-$4 per passenger. Compare this to our Emirates flight from HK to Dubai where breakfast was fresh fruit, danish, tea/coffee, and warm croissants that we're offered throughout the meal time. In addition, the airplane interior was terribly dated, terribly dirty with the entertainment system at least 10 years old and 1/2 the size of Emirates entertainment systems. We really try to support our national carrier choosing this flight above other 'cheaper' flights (Royal Brunei, Malaysian, Air India) but they do make it hard to do. As Qantas have and continue to 'outsource' many jobs overseas I think we'll just give up on Qantas from now on as they have given up on so many of their loyal workforce.
AircraftBoeing 777-300 ER
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMelbourne to Hong Kong
Date FlownMarch 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no