| I'm Ukrainian passport holder. February 22nd 2020, I, my wife and 3 years old baby were about to check in for our flight from Queenstown to Bali with connection in Sydney. I bought tickets on the official website of Qantas airlines. There was a connecting flight in Sydney: same airport, same terminal, same airlines and only 2h to next connecting flight to Bali. So in Queenstown Qantas staff didn't allow me to board as my Ukraine passport requires me to have a transit visa to Australia even I was not going to go out of the terminal. I supposed to go through transit (transfer) corridor. I have been travelling a lot and I have never experienced the situation when visa is required for transit in the airport same terminal. So of course I didn't know about it. But I accept that the governments of different countries sometimes might have strange rules. The problems were: Qantas did not even try or intend to inform me about my visa either during the booking or prior to flight. It's a special rare case, and I believe, I should have received a notification while booking or after via email. Please, improve your online booking system and add this feature. Its easy to do for your IT. Moreover, in my ticket is stated "A visa is permission for a non-citizen to travel to or transit through a particular country. To find out if you need a visa for travel to a particular country, visit the IATA Travel Centre". So I visited IATA Travel Centre, input all my details and it did NOT say that I have to have transit visa to Australia. Please, check third party sources before you refer there. Even IATA can provide inaccurate information. During check-in in Queenstown, I was not raising my voice or so, but just said that its a fail of Qantas. A rude lady (employee of Qantas) wasn't happy about that. I asked her what is the solution and she said that I should buy new ticket from another airline or "go back and stay in your country". I find it discriminative instead of trying to help. Please, do better training for your team. 10-15 min after "failed check-in" I came back to the check-in desk (to another manager) to get some an insurance letter that I wasn't board. A lady asked me to wait and came back after 5 min saying that I should contact customer service or submit online form. I was trying to call and robot said me that waiting time was between 1h 25 min and 1h 55 min. So I tried to submit the form but after inputting all details, it was not sent. Thus, I couldn't reach a customer service to get an insurance letter. Please, make it possible to reach your customer service online. It's not the end of the world. I'm very disappointed, it was just bad, Qantas.