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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4/10

"inconsistencies in comfort and service"

(Australia)

Not Verified | Los Angeles to Sydney. Flew Sydney-Santiago QF27 on 24/2/19. Didn't like the auto check-in and baggage drop in Sydney. Neither worked properly and we had to ask for help. Staff that helped were friendly. Plane was an old 747, cramped and shabby. Service was patchy, one half of the plane were served food well before the other and we twice failed to receive our first choice of meal as they'd run out. The entertainment system was down initially and it took some time for them to fix it. Flew Los Angeles-Sydney QF12 on 30/3/19. Preferred personal check in at LA to auto check in at Sydney. Better plane this time, a newer A380, but service still patchy with one side of the plane being served well before the other, I was starting my meal as my husband finished his. The food on both flights was quite good for an airline and service on board was friendly but not efficient. The flights were part of a package as otherwise we've learned not to fly with Qantas due to inconsistencies in plane comfort and service. Can't beat Singapore Airlines.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLos Angeles to Sydney
Date FlownMarch 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
7/10

"staff courteous and very helpful"

(Australia)

Trip Verified | Brisbane to Melbourne. I had a very good flight. Check in was easy. The plane departed on time. A very tasty meal was served and the wine was excellent. The staff were both courteous and very helpful. If it wasn't for the recent decision to axe music on domestic IFE, I would have given a review of at least 8/10 .
Aircraft737-800
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteBrisbane to Melbourne
Date FlownMarch 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"passport queue was horrendous"

(Australia)

Trip Verified | Singapore to Perth. Arriving at passport control at Qantas terminal in Perth at nearly midnight only 3 x passport officers on duty and no auto channels! The queue was horrendous - and took many times longer to be processed than any airport I have been to in the last decade.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSingapore to Perth
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
7/10

"Dinner was very tasty"

(Australia)

Trip Verified | Melbourne to Brisbane. Check in was fine and the staff were very friendly and helpful. Dinner was very tasty and it was thoughtful to be offered an extra beer! Again it is a pity QANTAS no longer offers music on their' domestic flights. Apart from that I can recommend QANTAS as the first choice for flying within Australia.
AircraftBoeing 737-800
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMelbourne to Brisbane
Date FlownMarch 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"I enjoyed my flight"

(Australia)

Trip Verified | Adelaide to Melbourne. I enjoyed my flight. Check in was easy and the plane departed on time. The staff were very friendly and the dinner they served was very tasty. My only complaint is that it's a shame there is no longer music available on QANTAS IFE domestically. It is too short a flight to watch a movie or even a TV show. Music makes for a much more relaxing flight .
AircraftBoeing 737-800
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAdelaide to Melbourne
Date FlownMarch 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"no more than a low-budget airline"

(Australia)

Trip Verified | Hong Kong to Brisbane. This is my third flight with Qantas in the past 12 months and each departure has been delayed: the first time for 5½ hours departing Brisbane, second time for 1 hour departing Los Angeles and now this current flight Hong Kong to Brisbane delayed for 55 mins. Qantas is no longer the ‘pride of Australia’. It is now Jetstar with the flying kangaroo on its tail. Over the past few years, Qantas has become a very poor relative to this once great airline. It is now no more than a low-budget airline that charges full-service fares. What a joke!!! I know Alan Joyce has brought the airline from the brink of bankruptcy to being ‘in the black’ financially but at what cost to passenger loyalty? In fact, after this flight, I will never ever fly Qantas again. There are far, far better quality international airlines than Qantas to choose from that take pride in providing service excellence to their passengers. As for meals and amenities! It was about 9.30pm (approx 1½hrs after take-off) before the meals and drinks cart came around. Why do passengers now have to wait until meal time before the drinks trolley comes around? I’m not a big drinker but a nice refreshment once up in the air would have been very welcome. The menu had a choice of 3 main meals, a vegetable with rice, a chicken casserole with mashed potato, beans and carrot (my choice) and a fish with rice. My meal was tasty but very, very small. This came with a small mousse as dessert, a small bread roll and a choice of an alcoholic beverage. No further alcohol was served. Gone are the days where a good sized food tray came with entrée, main, dessert, fruit and cheese and biscuits. No snacks, not even a small bag of nuts, were served at all during the flight though the menu did state that fruit would be served mid-flight; I saw no evidence of that. We were woken for breakfast approx. 3am Hong Kong time (5am Brisbane time). Breakfast consisted of a small tray of fruit: 2 triangles of watermelon, 2 small wedges of apple, a round of dragon fruit, and a piece of pineapple; a small sweet muffin, accompanied by tea, coffee or fruit juice. That was it!! The amount of food & beverages provided over the almost 10 hours we were aboard this flight was very inadequate and would not have satisfied my 4 year old grandson. I’m a small person (female) weighing 57 kilos so I am not a big eater, I was starving by the time I arrived in Brisbane. Amenity packs are no longer so I walked to the back of the plane and asked a flight attendant if he could provide me with ear plugs. Reluctantly he found a pack. I asked if he had an eye- mask and he said ‘No’. He must have had a pang of conscience as he then looked in another drawer and found more earplugs and a mask. I was very thankful as like most passengers in economy, I don’t sleep well on a flight and earplugs and eye-mask certainly help. As for in-flight service, there isn’t any. From this final experience of flying Qantas, I get the impression that the service and cut-backs in food and amenities is all about cost-cutting ie: keeping costs down and the shareholders happy. There is no consideration for economy passengers in fact, I have the impression that Qantas finds economy passengers an inconvenience and thus are treated as not worth looking after. It is a very sad outcome for all – Qantas as a brand has gone the way of the dodo. Customer service does not exist in Economy.
AircraftA330
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHong Kong to Brisbane
Date FlownMarch 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"Terrible customer service"

(New Zealand)

Not Verified | Wellington to Cairns via Sydney. Terrible customer service! My flight was cancelled so we had to stay an extra night in Sydney, now after 3 months and daily emails to them I still have not had my refund of extra costs paid even though I have provided all my details to them. The phone number goes to staff that don’t care or the phone gets disconnected over and over. Won’t fly with Qantas again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteWellington to Cairns via Sydney
Date FlownDecember 2018
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

"Poor customer service"

(Australia)

Trip Verified | Melbourne to Denpasar. I received a call from Qantas at 5pm Friday night, (travelling Saturday afternoon) stating they had to down size the aircraft, so they offered me another flight at 9am the next morning on Garuda which was impossible for us to take due to taking our animals to boarding. Qantas then offered me a flight to Perth (Qantas domestic) then Jetstar flight to Denpasar. I booked with Qantas because of lots of delays and poor customer service from Jetstar. This not only added an extra 6 hours to our flight but we had to purchase our meals, drinks and no entertainment. I wrote 2 emails of my disgust with their treatment of us and I received 2 responses. 1 stating it was due to mechanical reasons and the other stating they had over booked the flight. When I asked for a letter to claim the extra costs, they told me that I didn’t have any extra costs and would not provide me a letter. Obviously they just lie and tell you anything but the truth. After not giving up, they finally offer me a 3000 points. I believe because used a combination of points and cash I used to book my tickets some 8 months prior, I believe I was considered the lowest ticket cost, that’s why they offloaded us. I have been a long term customer and a Qantas Club member for over 25 years. Poor customer service.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMelbourne to Denpasar
Date FlownMarch 2019
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

"premium economy seat very comfortable"

(Australia)

Trip Verified | Sydney to Hong Kong Via Melbourne. A very early departure out of Sydney so everything was routine. In my case, I had an international connection so I wished ground team started a bit earlier. Once in Melbourne, navigation was simple and easy as it is one main building connecting 4 terminals. The flight was delayed over an hour and to make it worst it was a remote gate, which meant a very slow bus ride to board the aircraft. The premium economy seat on the 787 was very comfortable, slick and very adequate for a medium haul flight. The Crew that were serving my cabin were outstanding especially one particular crew member, she was just great at her job. IFE was decent, though I didn't find much options I liked this time. To end, we actually arrived on time into Hong Kong.
AircraftA330-200 / Boeing787-9
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteSydney to Hong Kong via Melbourne
Date FlownMarch 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"not care about their customer"

(India)

Trip Verified | Mumbai to Sydney via Bangkok. I made my entire booking via Qantas trusting them as one of the top ones. Qantas selected the following - Mumbai to Bangkok (jet airways), Bangkok to Sydney (Qantas). My original flight from Mumbai to Bangkok was cancelled and after a lot of discussion they provided me the same flight the next day. they refused to provide me overnight stay for another alternate flight whose layover was long enough. I had my hotel reservation done in Sydney which I had to pay even without using it. I was told to fly first and then ask for the compensation for the same. Later Qantas said we take no responsibility even though you selected Qantas as your main service, we will neither compensate you nor help to get any compensation from Jet Airways. I spoke to Jet Airways and they blamed Qantas and said they will provide you with the compensation as you did not book the flight directly with us. I called Qantas again and after being on hold for 2 hours they tried to pretend as if they were calling Jet Airways to help and cut the call. It was the worst customer service experience ever. Nether Jet nor Qantas took the responsibility. As per me Qantas should have taken care of the entire matter and sorted it out internally with Jet Airways as per their policy and provided some compensation or at least helped to make a conference call with Jet Airways and sort the matter but they were not only rude but did not care about their customer.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMumbai to Sydney via Bangkok
Date FlownMarch 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no