Qantas Airways

Not Verified | Qantas Airways has drastically diminished in service since COVID. I flew return in business class to Singapore and there many disappointments along the way: 1) My luggage did not arrive in Singapore. I checked in well ahead of time and my bag had ironically been tagged as first as the desk had run out of business tags. Qantas does not have any service on the ground and relies upon Singapore Airlines in case of lost luggage. I registered the missing bag at the airport, but it proved impossible to get through on the phone to follow up. The website simply stated they were attempting to locate my bag. And it was impossible to gain any compensation. As it turned out my luggage never arrived - it appeared several hours after my return to London, so it would seem it never left LHR and there was no attempt to deliver it to me in Singapore. It was impossible to get any information on compensation and I am still waiting for that. I contacted Qantas via web form, and social media (and attempted via phone). I also attempted to get information on compensation and registered a complaint at check in on my return and at the lounge. The service is appalling. I have received an email from Qantas stating they have tried to get in touch, which is not true, and I attempted to respond and included my reference number but received an auto-reply stating there was no reference number. In short, the service is diabolical. 2) The food / inflight service: No pre-dinner drink/snack and no entrée. For a 13 hour flight and business class ticket at a cost of around £7000 the service is lower than many short haul economy. The main was served on a side plate. I had a glass of wine, and chose cheese for dessert which was served on what appeared to be a saucer! 3) The toilets in half of the plane were broken: The staff advised because half of the toilets were not working they would only serve water for the flight. This seemed very perplexing and it was perhaps that they hadn't stocked drinks. There was no offer of compensation for lack of drinks and as mentioned the drink service seemed very limited from the time of boarding, rather than after a few hours in when the staff said the toilets broke. 4) Running low on fuel: As we came closer to LHR on the return leg, the captain announced that they were running low on fuel and we would divert to Birmingham (which is further north). Again this caused a great deal of confusion. The explanation was something to do with weather, however, by this stage confidence in the airline had disappeared. A short time later the "fuel crisis" had somehow been averted and we landed at LHR. Overall a terrible experience and I am still awaiting advice on compensation a number of weeks later and out of pocket having to buy clothes and personal items for a week in Singapore without luggage. I also had to attend my first day in the office in my clothing from the flight. The attitude of Qantas towards business passengers (and no doubt all passengers) is appalling. As a former Platinum FF, I was glad I have other options to choose from.

✅ Trip Verified | Sydney to Bangkok. Departed on time and was a quick 8 hours to Bangkok. The service from the staff was faultless, amongst the best I've had. The seats on the A330 were comfortable and not cramped at all, although the IFE box can be a bit annoying when placing your feet in the centre seats, luckily I had the seat next to me free. Nice blankets and quite plush pillows were provided. Cabin temperature was good, not too hot, and the individual vents are great. The meals were very tasty, a chicken parmigiana for the main one, and the drinks/wine were all good. The IFE was pretty good, I always look forward to the Australian content which they have a good selection of. Good quality screens, and useful to have the USB charger in every screen too. The entire flight was a pleasurable experience and amongst the best economy products out there. But once again, the Qantas staff were a big part of this and why it was such a good flight.

✅ Trip Verified | A pleasant surprise for Qantas to be operating the Boeing 717 on the short hop from Melbourne to Canberra, a route packed with the usual 737s. Compared to other carriers, the seat comfort of the Qantas 717 is a big step up with relatively generous legroom (around 32 inches), good cushioning, and an adjustable headrest. Due to the shortness of the flight (50 minutes), only a very simple snack (crackers and cheese) and a beverage service were provided which, although simple is still a step up from the offerings of Virgin and Jetstar offering nothing for free. However, its high price (about 50% more expensive than Virgin and Jetstar) negates some of the advantages Qantas has in its offerings and therefore makes it suitable more for time-sensitive business travelers over price-sensitive leisure travelers. There was no Wi-Fi on board however 2 stars was still given for the option to connect your own device for Qantas's inflight entertainment options.

✅ Trip Verified | I traveled from Manila to Melbourne via Sydney and first bags were delayed at Sydney. Due to this I was told I missed my connection but they put me on the next flight and issues a boarding pass as well. At the gate, I had been bumped into another flight later in the day. The customer service tells me I was late at the gate! I asked for an explanation and I was told a supervisor will see me. He just tells me nothing can be done and this happens with Qantas all the time. And he just walked away. The way I was treated was very rude from Qantas. Zero customer focus. This is a 3rd class cheap budget type of airline that is charging 1000s of dollars. I paid $2700 for this low class cheap airline. Trying to avoid them whenever I can.

Not Verified | I was concerned about this flight with all Qantas issues. What a pleasant surprise. From the time we arrived at the airport it was just easy. Every staff member was friendly. Flight left on time. Onboard cabin crew were awesome. Friendly, warm, and took great care of us. Food was brilliant. Better than the garbage we got on Emirates after this flight. I have to say this flight was a real pleasant surprise. Not what I expected at all. Went way beyond expectations. Even our or luggage arrived. Can't believe I am writing such a positive review for Qantas after they left us stranded in Japan when covid hit, and had to buy new flights to get home. Took 6 months to get refund. Definitely back in our good books. Great job to the crew on 18.08.2022 Especially blonde hair cabin crew lass in BC. You made it a pleasure. Flew business class Perth to Singapore.

Not Verified | I managed to get back to UK ok although had to wait an hour for luggage at the other end & fear set in seeing so many cases sitting between the carousels. My partner was due to arrive from Melbourne via Sydney, Singapore into London on 22 august at 6:35am . His flight was delayed twice, then he was advised whilst still in Sydney after Qantas had to put him up for a night that his case had been misplaced & he’d have to see if it turned up at the London end. It didn’t, he was told to do a report, which he did and they would keep him up to date on where his luggage was, didn’t happen. The luggage company have terrible reviews, so out of concern he contacted Qantas to find out where his case is, they didn’t know. This is 2 days on. My partner has a sleep apnoea condition & his machine is in the case. Apart from that, we have clothing worth far more than a measly A$500 offered in insurance. We now have to get back to Australia with Qantas but will never trust them again.

✅ Trip Verified | QANTAS QF1 departed Sydney and arrived in London via Singapore with punctuality. The flight was smooth and eventful. The new seats reclined fully with ample room for taller people and are both supportive and fully adjustable so make for a great range of sitting, reclining or sleeping flat. I am glad I took my thick woolly jumper as I do find airplanes a little colder that comfortable - but that is a matter of choice and easily fixed by wearing appropriate clothing. The Steward hung my jacket in the wardrobe upon first settling to the seat and offered a glass of champagne, The various meals that followed were delicious and on-demand service friendly and punctual. The ICE worked smoothly with little lag but I do prefer my own book, a cozy blanket and maybe tea; maybe coffee; maybe a single malt. All was arranged with a smile and promptly. Sleep was easy with the adaptive lighting in the cabin and during the night it was very easy to call for any extra service. Toilets at the rear of the Business Class Cabin were always clean but so tiny that the reason for being their required some dexterity. The entire trip was pleasurable experience and the equal of other Business Class flights taken over the past 20 years.

✅ Trip Verified | Booked and paid for businesses class ticket for my wedding anniversary through Qantas web site. Upon arrival at the airport headed to the lounge and was then told that we had economy not business class. Obviously economy would have been much cheaper. Call Qantas to assist wanted nothing to do with it as the booking was been fulfilled by JetStar. Called Jetstar they blamed Qantas and stated they we had to complete the flight before anything could be down. Upon returning I have raised the issue twice via email as you their is no contact number you can call. Basically they have completely ignored my complaint.

✅ Trip Verified | On my last Qantas flight, my bag was destroyed, not just damaged, but destroyed by the baggage handlers. A claim was completed at the airport and Reference number assigned and photos and proof of ownership etc sent to Qantas, however it has now been over two weeks and Qantas has not contacted me (aside from the automated emails) about my bag. This line from the Automated response from the automated Qantas Customer Care reply email: "As always, our Baggage Services team is available on 1300 306 980, should you wish to call us." Is an absolute lie. After a 45 minute hold time, this number takes you to the booking agents who according to Var (a Qantas booking agent) have no number to transfer you to. If you try to get them to transfer to anyone else, they (at least Var) will just hang up on you. I used to think of Qantas as a good quality Airline, now I put Qantas same class as all the other low cost/budget airlines. My days of Qantas loyalty are now well and truly over.

Not Verified | My wife and I have had 3 unexpected last minute return flights with Qantas to visit a seriously ill interstate close friend. Each flight has been cancelled at the last minute. Worse than that I was offered a refund or credit voucher and chose the refund. About 6 weeks later I was offered a credit voucher card for the extortionate amount for 2 Sydney Brisbane economy return tickets of $2,100. I rang requesting a refund as before and was told the payment would take 6-8 weeks to process. I will never fly Qantas again, and on recently cancelling a Virgin flight received a refund in 5 days! Qantas will lose a lot of customers I’m sure and particularly the national carrier status that Alan Joyce likes to trade on.