Qantas Airways

✅ Trip Verified | We flew Qantas SYD-BKK the transferred to Finnair BKK-CPH via HEL. the Finnair flight was the worst we've ever experienced after 50 years of flying. Finnair CPH-SIN via HEL was only marginally better with a Singaporean crew. So we were horrified to discover that QF82, SIN-SYD, has been changed to QF292 on a Finnair plane manned by a Finnair crew. For those people who complain about Qantas I can only say try Finnair to see how good Qantas is. I've said I wouldn't fly Qantas. I would but never on this leg.

Not Verified | If you are over 6'2 do not book economy. The least leg room on any plane I have ever encountered. I would have asked to get off but the plane was full and it would have inconvenienced too many people.

Not Verified | Qantas may not be everyone's favourite at present and certainly still have a ways to go to lift their overall product and service to their main Australian public customers. But fortunately for us, the flying Kangaroo delivered a 7.5 to 8 experience on our short hop over to NZ from Sydney. QF3 is a one stop at Auckland on route to NYC and luckily we only had the short 3 hour first leg and not the extended 16 hour marathon. The flight was slightly delayed out of Sydney about 30-40 mins from memory - incoming flight delayed and this aircraft had to be towed over from hanger. Newer Boeing 787. Baggage drop off at Kingsford Smith was a do it yourself affair as is pretty common now and quite flawless and with printed boarding pass in hand it was a smooth passage though boarder control and security for a quick bite and beverage before heading up to the gate. Qantas gate attendants were great and we did get some announcements to keep us informed of progress on the delay. Staff were observant and without any prompting at boarding allowed our group to board early as one of us has some mobility difficulties. This worked out fantastic as we were seated towards the rear of the plane and greatly assisted minimise extended standing to get aboard. A very big thank you to the attentive staff and their passenger care. The plane was a newer aircraft and seating etc good, pleasantly surprised to find no entertainment box on the floor under the seats to obstruct leg/foot room as is the case with some 787's. Not the biggest screen, nor the best legroom or width but on par with this product and seating class. There was an issue with the head phone jack connection to the armrest that was faulty and interfered with watching movies etc. Was reported to cabin staff. Was tolerable for 3 hours but would be a real pain if having to jingle the connector for 16hrs. Plane was pretty full. The entertainment is usual Qantas fair and would rate it as pretty good and better than most (excepting Emirates and Qatar). Very happy with product. On board service and cabin crew were great - no complaint or issue - pleasant, friendly and did their jobs well. Food - was surprisingly good and tasty - excellent for the short 3 hr hop and 8 out of 10. Have had some very poor offerings from Qantas on other trips but great on this one. We got to NZ a little behind time but luckily for us no biggy. Qantas delivered with meeting their primary obligations in my view; Got us up safely, flew us over safely and got us down safely without issue or incident - just what i'd expect and paid for. The delay is fine and happy to sit in an airport or fly next day if there are any safety issues rather than have a drama in the air. The nice food and great service were nice bonuses to have and appreciated. To my experience - generally Qantas have delivered a 7.5 to 8 level of service. Very happy on this occasion and would use and recommend Qantas in future. Qantas needs to significantly improve its web/phone customer service experience as on previous occasions it has been atrocious.

Not Verified | Just hope you don't have to call Qantas for customer service. They damaged my property, and no one will take responsibility. I have been on 12 phone calls and sent 9 emails which all come back with the same response, which is to be passed to another department. Qantas are an absolute joke.

✅ Trip Verified | The boarding time was delayed because of cabin being too hot. Why this happened no one was told why. Eventually on board business class. The seats were very uncomfortable compared to other airlines I have travelled on. Fortunately was not that long a flight. Qantas should be embarrassed at the quality of food served on this flight. It was totally uneatable other than a couple of spoonfuls of rice. Rice was dry. Chicken was over cooked and like rubber. The salmon was also like rubber and tasted dreadful. Also offered a thin stale slice of sour dough bread. The only thing to eat was a piece of cheese and crackers. This was Business class food!

✅ Trip Verified | Booked a return flight from Wellington to Denpasar via Melbourne. PROS - Three of the flour flights departed and arrived on time. Luggage arrived safely. Cabin crew on all four legs of the trip were friendly, helpful and professional. Meals on offer were with one exception, tasty, well presented and plentiful. CONS - At best I would classify BC on the 737-800 as PE with a hefty price attached. The seats were wide enough and leg room satisfactory but the recline was minimal (certainly not lie flat) and the supposed leg rest would be fine if the customer was 5 foot in height or less. The seat buttons for recline and the leg rest were unresponsive requiring a lot of prodding to elicit any movement in either direction The touch TV screen is tiny, slow to respond and with a very limited choice. Only one amenity kit was offered on the Denpasar - Melbourne leg. Contents basic and little point offering a dental kit if the toilet (tiny with no amenities except soap) does not supply disposable cups to rinse one’s mouth. No pillow provided on the Wellington Melbourne and return leg; no hot towels offered and even worse not even a disinfectant wipe provided with the meal trays to clean one’s hands before/ after eating. With the 12 BC seats situated right behind the galley the noise from cupboards/doors being opened and shut by crew in the galley and able to overhear conversations between crew members was pretty annoying and the ear plugs provided were much too large. Cabin cleanliness was poor - grubby dog eared safety instructions and magazine, crumbs, dust, smeared TV screen and seat leather in need of a good cleaning Despite the crew being professional the same could not be said of the standard of uniform. One cabin crew had the hem of their jacket hanging down and another a suit jacket with stains around the pocket area. Overall a disappointing experience and definitely not value for money.

✅ Trip Verified | More disgusting service from everyone's favourite airline. 50% more expensive than JetStar and still the same abysmal service. They sent me an invitation to buy a one time use of their Qantas Lounge in Melbourne. since I had a 3 hour stop there I thought it would be a nice idea to try it out. Now keep in mind, that some genius in their marketing department thought it would be a good idea to razzle dazzle a new potential regular customer by sending me this special "VIP Offer". You know, let me experience how wonderful the lounge is and then I might buy permanent access to it and further improve their fat profits. I thought it was odd that they only sent the invite to me and not my wife who was travelling with me. But the invite said I could forward it to the others I was travelling with and they can enjoy it to. Sadly or should I say expectedly, no matter how we tried to use the pass, access the site or complete a 2nd purchase their system would not allow me to do so. I figured if I bought one and they were trying to convince me to become a full fee paying client I would simply be able to explain the website issues and buy the 2nd pass at the counter when I walked in. Alas, it was not to be. all I got was excuses, rules about this and that and then a bunch of terse mouthy rudeness from the catty ladies when I displayed the slightest bit of frustration at their lack of ability to fix a simple situation. "Your welcome to use your pass Sir" yea.. i'll just wave at my wife through the window while I enjoy my free coffee. Once again, Qantas could have made money, pleased a customer and made flying with them a pleasure, but instead they ensured I will do everything I can to avoid flying with them again. After flying Air NZ on the way over and enjoying their nearly newplane, with complimentary Wifi, and lovely staff with great service, the stark difference in how not to do things by Qantas was pulpable. every metric was comparably, utter garbage compared to Air NZ. They were great once, but sadly they've been managed into the dirt by corporate greed.

Not Verified | On the 18th of October, I needed to cancel my return flight Melbourne to Canberra. I went online and it gave me two options – cancel for credit, or cancel for money. It told me to ‘check my ticket for the rules’. I did this – there was nothing on my ticket about the rules that I could discernibly locate. I clicked ‘cancel for money’, but I was on a call with Qantas as I was doing this (on hold for half an hour, as per usual). Five minutes after clicking – ‘cancel for refund/money’ – I spoke to someone (9.35am approx.). She asked me, ‘have you just requested a refund, online?” I said, “Yes, I have – should I have done this?” “Yes, that is okay,” she said. “Will I get a refund?” I asked. “Yes,” she said. At no point did she tell me it was only the taxes being refunded. I confirmed again, “would I receive a refund” – she said yes. At no point did she divulge it was only a tiny proportion of the ticket - $100 refund for a $510 ticket. After ending the call I then received an email, saying that I would only receive a refund, depending on the rules of the ticket (what are the rules? Did this email tell me? No of course not). So, again – even after calling – I’m looking at the app, I’m chasing down the paper ticket and looking at it again. I’m a fairly smart person, but I can’t find anything – incredibly obtuse rules. So, I have to call again and I’m on hold for half an hour. This time, I speak to a man. I tell him the situation. He said, “did the previous person you speak to check your ticket rules?” “No,” I said. “She should have checked, and cancelled the refund request. She should have requested a ‘cancel for credit’ for you. You would have received a full credit. Did she tell you this?” “No she did not.” “Did she tell you that you would only receive a partial refund?” “No she did not. She did not tell me anything of the sort.” He says, “there’s nothing I can do.” This is Qantas – the spirit of Australia.

Not Verified | Awful customer service. We've been trying to find out where our luggage went - it was misplaced by Qantas on a domestic flight in April 2023 from Broome to Brisbane via Perth - but Qantas are just not willing to help. No reaction whatsoever (lost luggage desk was closed upon arrival in Brisbane!) and the luggage is still MIA. (October 2023) After months of fighting to at least get some kind of answer and a compensation, they finally paid the maximum fee for lost luggage. We had to be a pain in their asses to get this compensation, though. We felt they are just not interested in their customers which is ridiculous. I used to love to fly with Qantas. I will never do it again.

Not Verified | One of the worst flight experiences of my entire life. The entertainment on the flight did not work, flight attendants refused to help with basic inquiries and were rude to my Dad and myself when serving us meals and providing us with necessary equipment to ensure the flight’s convenience. The flight experience was highly turbulent and shaky even though the weather forecast noted that there was no rain, thunderstorm or heavy winds to create such an effect. Most especially we missed our first flight to Brisbane because of the disorganisation of the service desk. We got there on time but because of how long the line was and the slow, insufficient operations of the people at the counter by the time we reached to check in our luggage the lady at the counter said we won’t make it for our flight, and the next flight would cause us to miss our connecting flight as well. This lady was extremely arrogant, rude, obstinate and unhelpful which is everything a person at the desk is supposed to be. We had to then pay for new flights and another connecting flight because of the ineptitude, chaos and disorganisation of the people at the ground service. This was also extremely risky as the flight we booked to Brisbane to connect to Port Moresby was in thirty minutes and we had to rush in checking our bass. Also they had only one person operating near the kiosk area as they all shut down, and the lines grew to be extremely long when we booked the new tickets. We asked a ground service person and they said it would take approximately 5hrs 30mins till the people from the back could reach the front. This was extremely rushed and a disappointing experience with Qantas who caused us to miss our flight. Also our returned flight from Port Moresby to Brisbane was delayed by 7 hours causing us to again miss our connecting flight to Sydney. Although they did compensate us for this incompetent mistake, we had to travel to Sydney the next day and stay over night in Brisbane which was inconvenient as I had morning plans to fulfil the next day we were supposed to arrive. For the previous mistake caused directly and consequently by the confusion, cluster and disorder of the Qantas ground service we were not compensated for. This is a clear example poor quality service and the way aircraft companies manipulate and scam people in terms of flight so they can cheat and inconvenience people so they can gain more money handed into their pockets. Qantas is a pathetic airline service and all positive connotations associated with the brand in terms of them being the safest and most efficient airline should be thrown in the trash. Qantas is outright insufficient, poorly managed and are pure scammers. Never to be trusted again.