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 1652 reviews
6/10
4 star Skytrax Rating
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1/10

"online booking system did not work"

(Australia)

Not Verified | Terrible, the online booking system did not work, so ended up on a 1h+ phone call with an offshore call centre, talking to an operator with no idea. Was told 2 bookings needed as one flight was points and one was a flight credit. Over a week later, still no email confirmation of the 2nd flight. Another 1hr+ call to offshore call centre - being asked the same questions over and over and over again and still can't / won't issue me a ticket. I've now wasted as much time on the phone to these clowns trying to get my flight ticketed as the flight takes!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMelbourne to Christchurch
Date FlownOctober 2021
Ground Service 12345
Value For Money 12345
no
1/10

"Do not trust this airline"

(Australia)

Not Verified | I had booked flights with Qantas which were cancelled only a week before we were due to fly out. My flights back into Australia were also cancelled! I spent over 12hrs on hold trying to sort it out and whenever i got through to someone i was placed on hold after explaining my issue and the the line conveniently 'dropped out". Do not trust this airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMelbourne to London
Date FlownJune 2022
Value For Money 12345
no
3/10

"our flight was canceled"

(Australia)

Not Verified | We were due to fly Darwin to Perth, a 4 hour flight. 12 hours prior to departure our flight was canceled and we were put on an alternate flight Darwin via Brisbane to Perth. An 11 hour flight.
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDarwin to Perth via Brisbane
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
9/10

"staff were wonderful and professional"

(Australia)

Not Verified | On the 21st of July, I was on the aircraft that had to abort it's landing in Wellington due to horrendous weather conditions. Our captain's name was Clive and he was magnificent. We had to divert to Christchurch for the night and flew to Wellington for the night where we were put up in a hotel. All Qantas staff were wonderful and professional during this stressful time. Thank you so much for your empathy and care!
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteAustralia to Welington
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
9/10

"the customer is no longer king"

(Australia)

Trip Verified | Great service from all flight crew on QF82. Flight attendants very helpful and friendly. Ground service also impeccable. Which cannot be said for QF management: shortly after QF82 touched down in Sydney, QF2 (also from Singapore) also landed in Sydney (as noticed by myself when taxing to the gate). QF82 passengers then waited for their luggage, as did QF2 passengers. After an hour QF82 passengers were advised that their baggage will be delayed because of 'a lack of staff and equipment". However, it then got to be known the QF Chief Executive Alan Joyce was on board of QF2 and got his luggage delivered prior to any other passengers. In other words, QF82 passengers had to wait for their luggage (although arriving earlier than QF2) for another half and hour (a total of 1.5 hours) to enable Mr Joyce's (and QF2's) luggage to be delivered first. Well, it seems that the customer is no longer king. While I am impressed by the professional conduct of the flight and ground crews, I am not impressed by the willful (and in my view unprofessional) delay of luggage delivery. My rating only refers to the flight crew, not to QF management practices.
AircraftA330-300
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteSingapore to Sydney
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"the steady decline in service has finally tipped the scales for me"

(United States)

Trip Verified | Flew to Sydney on QF and back to LAX on AA. The difference was night and day. QF check-in at LAX was pretty good, friendly and gave good directions. No ground service at all on arrival in Sydney. The service and food on the flight was well below average. Cabin crew too busy chatting to each other during meal service, the crew generally dismissive, old selection of inflight movies and the food is just bad. Almost everything has some variety of beans or legumes in it (quite challenging for people with stomach issues or IBS), small portions and quite bland. Breakfast is incredibly boring with the same menu they've had for many years. I've flown QF a lot over the years between the US and Australia and the steady decline in service has finally tipped the scales for me and I won't be using them anymore. They spend a lot of money telling you how good they are, great partnerships with restaurateurs and amazing innovative experiences, but it's just become all talk and doesn't live up to the hype.
AircraftBoeing 787
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLos Angeles to Sydney
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"frightened for the return flights"

(United States)

Trip Verified | Qantas agents at Los Angeles do not understand that transit passengers do not require visas. This is travel knowledge that very nearly derailed our 5-week family vacation to Bali & Singapore. Upon check-in, the agents said they would not allow us on the plane without Australian Visas. We explained that we were not entering Australia, rather, we were transiting on our way to Bali. They insisted that Visas were required if the layover was over 3 hours. They said we needed to get Australian e-Visas and that we had 20 minutes to sign up for and receive approval or they would not take our bags or issue boarding passes. Our three young kids began crying. The agents even tried to shame us by claiming we didn't properly prepare for our trip - like it was our fault. The reason there is no information about visa requirements for transit passengers is that there is no such requirement. Qantas agents put us through absolute hell and pain for no reason. We managed to get the unneeded visas after 30 minutes of misery. To add insult to injury, they didn't honor the window seat selections I had paid for two days prior. They instead put us in the very back of the plane in the middle. The agent said "You weren't charged." An absolute lie. Qantas did charge us! Two out-of-five of our seats had faulty and inoperable AVOD on the a380 from LAX-SYD. Lastly, Qantas lost our checked luggage. We arrived in Bali with nothing. It took us 11 days to finally get it. I am absolutely frightened for the return flights.
AircraftA380
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLos Angeles to Denpasar via Sydney
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
7/10

"meal was very small for a three hour flight"

(Australia)

Trip Verified | Check was quite smooth, despite the airport being extremely busy. The flight departed on time and staff were friendly and well organized. The meal was very small for a three hour flight, just some dry biscuits with some dip, but they did offer free drinks and offered a second wine. Apart from the paltry meal, I had a good flight.
AircraftBoeing 737 800
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCairns to Melbourne
Date FlownJuly 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"Staff were excellent"

(Australia)

Trip Verified | An enjoyable flight. For a full service airline the meal could have been more substantial, just a small packet of biscuits, but it was nice that they offered free drinks. The flight left on time and I was lucky check in was quite easy and fast. Staff were excellent.
AircraftBoeing 737 800
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBrisbane to Cairns
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
8/10

"staff were very friendly and helpful"

(Australia)

Trip Verified | I enjoyed my flight. Check In and security was surprisingly easy. The plane left on time and the staff were very friendly and helpful. The meal served was a bit small (bangers and mash!), but quite tasty. Free drinks was very much appreciated. IFE was quite good as well. Overall a great start to my holidays.
AircraftBoeing 737 800
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMelbourne to Darwin
Date FlownJune 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes