Qantas Airways

✅ Trip Verified | Adelaide to Sydney. I arrived at Qantas two hours before departure already having checked in the previous day. I was using the electronic ticketing machines which at first froze on me, making me go to another machine which then told me I owed qantas an extra 200$ for luggage that was complimentary included in the package. I then went to staff and asked for assistance where staff were rude, telling me they could not help and I should go back to the computer, I went back to the e ticket machine again and it didn’t work, annoyed I went back to the staff and asked for assistance (the guy didn’t even get off the counter to help me and he wasn’t even busy). To add drama to this there is a delay to my flight and I have no idea when we are leaving as Qantas did not send me any details of this delay. This included on the extra time I’ve had to wait in line, the random cost that I never was told about as well as the rude customer service that was too lazy to help as well as three faulty e ticket machines has made this the poorest experience even before going onto the plane. I normally don’t take luggage and now I can see why, Qantas is meant to be a first class AAA Airline get from this experience I would have preferred going to a cheaper airline where this attitude is expected.

✅ Trip Verified | Sydney to London via Singapore. My partner and I flew business class in the forward section of the upper deck. Boarding was quick. Full business class section. The service from all flight staff was fantastic. A couple of times the Flight Service Manager came around to say hi and inquire how the service was. And the service was top notch. Requesting a couple of drinks along the way was no hassle. The meals really tasty. The barramundi fish especially was cooked to perfection. But to top such a long flight off, land at Heathrow, off the aircraft and out the front of Terminal 3 within half an hour. Great flights.

✅ Trip Verified | New York to Melbourne via Los Angeles. I booked a full business class ticket for my 2 year old son and I to Australia on Qantas.com to visit family. The first part of the flight from Newark to San Francisco was scheduled for 3pm however due to engine issues, we were advised every 20 minutes there would be further delays until we boarded at finally at 6pm. Once we boarded, the power shut down and we were delayed an additional hour and a half on the plane. For those of you with young kids you can imagine how hard it's starting to get traveling alone with a toddler. The flight landed around 10.30pm and as a result we had missed our connecting flight to Australia. I was advised by the airline crew on board that there was an 11.15pm flight to Sydney that we should take instead as the airlines are partners. When I disembarked from the plane with my two year old, whom was screaming and crying for hours due to the unsettlement of the delays, I noted my stroller was broken during the flight. So I had to carry my son, carry-on a broken stroller to the entire other side of the airport to try and board this flight. We get there and they advise us that the flight is full. It's now midnight. I ask when they will be re-booking us on the soonest flight out and they tell me all the Qantas agents have left and I will need to call online to rebook my son and I on a flight out and should go collect our luggage. I go with my son to collect our bags. I wait an hour and a half, our bag doesn't come off, at the same time, I've been on hold with Qantas customer service now for an hour and half and no one has answered... its now almost 2am in San Francisco airport on my own with my two year old. I try to find where our bag is being held as I'm almost out of diapers, we have no clothes etc, no one is around to help. They airport staff all advise me to come back in the morning... its now been 2 hours on hold with Qantas. With no other choice, we leave the airport at 2.30am having never been to San Fran and try to find a hotel for us for the few hours left of the night. We go to one hotel nearby... sold out... we call another car to find another hotel nearby, it's now 3.30am, we finally get a room and check in. Due to the late time and last minute, they did not have a crib for my son so he needed to sleep in a bed, I armed it best i could with pillows of course, but at 4.30am i hear a huge bang and outcry, my son had rolled off the bed and smashed his face in the corner of a nightstand, blood everywhere. I settle him and luckily he was ok and have him lay back down with me, did I mention its now 5.00am and I am still on hold with Qantas Customer Service, (that's 5 hours!). At 5.15am I finally get through and was put on hold. I wait 45 minutes on hold again and the agent informs me there are no seats today and would need to fly out a different day. I explained how that wasn't an option with no bags or clothes or hotel rooms planned further and I look online and see that there are seats. I found seats on a flight out today I said. She argues with me and says to go ahead and book it if it’s ‘true’ (because I have nothing better to do at 5am with a baby... ) and that the check in agent will move the flight over when I express any charge concerns, you can imagine my level of fed up at this point. I explain to the woman the situation, how long i had been on hold and that we must be on the next flight out, she was extremely rude and unhelpful.

Not Verified | Bangkok to Sydney. Late boarding of aircraft as Qantas crew stuck in heavy traffic in Bangkok. Due to this failed to get 9.00am plane from Sydney to Melbourne. Breakfast not served in economy class as Qantas claimed too much turbulence. This can only happen with "the spirit of Australia" - Qantas you are pathetic. I will never fly with you again.

Not Verified | Perth to Singapore and onto London. Baggage at check in was 44kg - 4 kg over allotted weight but I had no hand luggage (7kg) allowed. Check in staff made me take clothes out at desk to get it to allotted weight and gave me a carrier bag - wonder why Qantas doesn’t have many business class passengers. Went into lounge and no alcohol allowed but can buy some in the rest of the airport - nice to be treated like an irresponsible child - back to Qatar Airways for me.

✅ Trip Verified | Perth to Singapore. Absolutely dreadful, we asked specifically if there was restaurants & duty free at the Qantas international departures as we had quite a bit of time to fill, and we assured there were lots. There is a tiny out of stock duty free and a Black Wood “restaurant” which did not serve hot food as "the chef is not here". Terrible service, a disgrace for an international airport! My husband was travelling for business my son and I going on holiday. No children play area

✅ Trip Verified | Cairns to Sydney Via Brisbane. To start off, the plane was sitting in 36 Degree heat on the tarmac with no air conditioning for relief. All passengers were so hot you would be sweating even if you weren't moving around. Cabin were doing their best to make sure customers were comfortable in the unbearable heat. Not much catering on the flight and IFE was quite limited which is due to aircraft type. Departure and arrival was on time, a very reliable service.

✅ Trip Verified | Melbourne to Singapore on QF 35 on 20th November with my wife. There was a slight delay at the departure from Melbourne and when we got into the aircraft we were quite surprised to see the poor state of the cabin. The chairs still had food particles left from the previous flight and the tray tables were not wiped. Both our chairs had faulty reclining options. (52D/E) Since we were going on a holiday our spirits were very high positive so we ignored the poor cabin condition and sat on our seats. Then came the cabin crew with the meal service and they were an absolute match to the state of the cabin. Rude, totally unwelcoming and they were under the impression that they are doing us a favor. I got the feeling like we are travelling as a bunch of prisoners being transported from one country to another. No customer service at all. Also during the service my wife asked for a certain cocktail and the stewardess looked at her very sarcastically then laughed and offered a different one. They were also skipping passengers during the tea/Coffee service and rushed through that service. We finally arrived in Singapore and I was much relieved to leave that hostile environment. Approximately 2 weeks later we had to fly back home from Singapore on the 4th December. Singapore to Melbourne on QF 38. I must admit the consistency Qantas proved with poor cabin status and crew behavior was astounding. SIN/MEL sector my tray table was not cleaned and had some visible oily residue on it which I had to clean. The cabin crew that served in my area were unsmiling, arrogant and gave the impression that they are not happy to do their job and we the passengers are a nuisance. I felt very uncomfortable to just ask for a glass of water because most of the crew that worked in my area looked so grumpy. I must admit there was one stewardess that came for a short while maybe from business class to help and she was very pleasant. The meals that they serve for 7+ hour flight was a joke. There’s a hot snack they serve after takeoff and 2 hrs before landing to Melbourne the choice of food was an over cooked omelette or a plain fruit bowl. Come on people the hot omelette just comes by itself and no yogurt or fruit to accompany it. I have flown with Emirates, Singapore Airlines, Sri Lankan airlines in the same MEL/SIN/MEL sector and the customer service and the choice of meals serve these other airlines provide are far superior to Qantas. I would sincerely hope that Qantas will take these complaints seriously and ensure that proper service is given to the passengers in these flights.

✅ Trip Verified | Sydney to Perth in August 2018. Prepare to experience service that can be best defined as ‘two flavored’. While my outbound flight from Sydney was excellent, the staff on the inbound flight from Perth were below average. While some were very courteous, a majority of the team was unfriendly and were even seen yawning in the cabin during the meal service. I don’t think there is a more direct way of telling your passengers ‘I’d really rather not be serving you’. The tray table had filth from the previous flight which was promptly cleaned after notifying this to the staff. Furthermore, about 30 minuted before landing, to everyone’s misfortune, a drunk passenger started harassing passengers in the rear economy section and shouted offensive slurs. This is not the fault of Qantas, obviously, but the way the crew handled this situation is at best described as unprofessional. Clearly clueless and inexperienced on how to deal with such a situation. The upside of the flight is the entertainment system, I am thoroughly impressed by the way in which even on domestic sectors, there is an extensive selection of movies to keep you entertained for the full duration of the flight. Food is palatable but Qantas has served better meals.

✅ Trip Verified | Brisbane to Los Angeles. The Dreamliner and service by Qantas was a complete letdown. Firstly, Qantas didn't pre board families with children. Things went downhill from there. Even though we paid for seat selection, it was not honoured and we ended up with seats at the very back. Qantas have refused to refund as apparently these seats are in the same class as row 56 which we chose. I think not, who would choose the back row? The seats hardly reclined and were rock hard. The kids meals were inedible. Two of my 3 children are Autistic, and no help was offered, or given when my youngest child was sick. The constant flushing of toilets and loud conversations from cabin staff kept my children awake. This was a 14 hour nightmare journey. I would much prefer to fly on an A380 than this little plane. It may have pretty internal lighting and automatic shades on the windows, but this doesn't make up for the fact that space is tight and the seats are shocking. The better than you attitude of Qantas staff was just the icing on the cake. Never again.