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 1454 reviews
6/10
4 star Skytrax Rating
Filter Reviews by :
Show
1/10

"Terrible customer service"

(Australia)

Trip Verified | Terrible customer service Checked into a Qantas flight to Darwin at Brisbane domestic airport. Wanted to see if I could get an exit row as I'm 196 tall. There was no one in the international transfer check in and the Qantas employee told me to go through. I got to the counter and the Lady there became rude with me. I said could I please see if any exit seats are available for my domestic flight today. She says, "you can do this at customer service, we don't need you here". I joking said, "thanks for helping me and not telling me to xxxx off". She then says, "I was thinking it just didn't say it". I've never gotten so much rudeness at a check-in counter anywhere with any airline. If I've made a mistake and got in the wrong line there are better ways to treat customers. If I talked to people like that where I work, I would be there much longer. Great way to start a long day of travel.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBrisbane to Darwin
Date FlownOctober 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
2/10

"experience could not have been worse"

(Australia)

Trip Verified | Perth to Melbourne. My experience could not have been worse. Poor service at Qantas club, flight was late, inflight entertainment not working, checkin bag drop rejected my bad, had trouble finding help, then had to queue up while 1 person was at the Check-in/Assistance counters, wifi is so slow nothing will stream. Caption said flight was late because the aircraft was late out of Melbourne, however i had a text 12 hours ago that the flight was delayed, so that is rubbish. I used to talk Qantas up all the time, now i fly virgin, what happened Qantas, i used to be proud of our national carrier, not any more.
AircraftBoeing 737-800
Type Of TravellerBusiness
Seat TypeEconomy Class
RoutePerth to Melbourne
Date FlownOctober 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
3/10

"the deteriorating service"

(Australia)

Trip Verified | Melbourne to Perth. As a frequent flyer with Qantas I’m becoming very disappointed with the deteriorating service over the last 20 years, in almost all areas of their business, including: - poor phone & online customer service (long wait times, phone dropouts, no replies to messages or emails) - reduced leg room (comparable to budget airlines) - in-flight entertainment regularly non-functioning - increased number of flight delays and often do not receive any notifications of these delays (on app, SMS or email) - rude and disinterested cabin crew - bland meals served in cardboard boxes The addition of free WiFi on some routes is a great addition, other than that I’m struggling to think of any good reason to remain a Qantas customer.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMelbourne to Perth
Date FlownOctober 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
1/10

"Worst service ever!"

(Singapore)

Trip Verified | Singapore to Hobart via Melbourne. Qantas has just cancelled the flight last minute on day of travel with just an sms notification. Initially i have thought it was a scam sms as I can't find any information in the Qantas website or online "manage booking" site. No service at all to assist or even explain what was going on. I had to call relentlessly to get to a dial tone on the hotline and waited for more than an hour before a human answered. This is totally unacceptable and Qantas is not a least bit apologetic. Worst service ever!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSingapore to Hobart via Melbourne
Date FlownOctober 2019
Ground Service 12345
Value For Money 12345
no
4/10

"more like a low cost carrier"

(Australia)

Trip Verified | Sydney to Denpasar. I booked an economy flight being only 6 hours and the last time I flew business on the a330 couldn't justify the price over the sub standard service. I was quite shocked on board this flight, cabin was filthy and old, we had ipads instead of inflight entertainment systems. When the flight crew were doing announcement the PA could not be heard over the ipads, the ipads charging cables were broken. Cabin crew friendliness, attitude and a willingness to help a 4/10. The meals were quite possibly the worst I have ever seen on a full service airline. Cold stale dinner served in a cardboard box, no trays to have our bread or dessert placed onto. Instead they place it all on the dirty seat trays which is very unhygienic. This is more like a low cost carrier. Ive only been a silver QF frequent flyer for 2 years but i think after this flight i will be returning back to velocity/ krisflyer programs
AircraftA330
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to Denpasar
Date FlownOctober 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
1/10

"service and food was below average"

(Australia)

Trip Verified | Singapore to Canberra via Brisbane. On board service and food was below average. When we arrived at Canberra one of luggage gone missing and airport luggage service informed me it will arrive in next flight from Brisbane and they will deliver at my home by 4.00pm. After spending whole evening waiting for the bag I called baggage service and waited for for 20-30min before some one pickup and informed that I should have called the office to let them know whether I will pick up or they will deliver. It is a disaster. I am now certain that I will have to go to the airport tomorrow pay parking fee and pick up my baggage. I will not recommend this airline.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSingapore to Canberra via Brisbane
Date FlownOctober 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

"My seat was comfortable"

(Australia)

Trip Verified | Sydney to Bangkok in August 2019. Early check in for flight and the check in was fast and courteous. Luggage labelled for priority treatment. Boarding was quite quick and easy. There was the customary towels and welcome drink after initial boarding. The flight was delayed by nearly an hour cause by both late arrivals and weather. None of the delay was made up during the flight. My seat was comfortable and easily converted to a flat bed. I had quite a good sleep on the plane. I had my meal late in the flight (a deliberate decision on my part) and the food was quite tasty and the portion size adequate My luggage was late off the plane. It should have been amongst the first group but there were many economy class bags before mine was delivered. The late arrival and late delivery meant that I was late getting my rental car and got caught up in Bangkok peak hour traffic. This coloured my experience of the flight.
AircraftA330-300
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteSydney to Bangkok
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"was a terrible experience"

(Thailand)

Trip Verified | I had a transit flight from Bangkok to Queenstown via Sydney but my flight from Bangkok was delayed for almost 3hrs! And they kept holding at the Sydney airport for 30 mins before landing which made me miss my flight to Queenstown! They changed my flight to Auckland and had a domestic transfer to Queenstown! I had to take my baggage and cleared customs in Auckland which took a very long time to finish. The most unbelievable thing is there is no ground staff stood by to help .. no priority lane and my baggage was the last bag on baggage claim. I ran like crazy to domestic terminal to catch my flight to Queenstown which I could make it like 1 min before they closed the check-in counter. This was a terrible experience.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to Bangkok
Date FlownOctober 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
2/10

"No compensation for cancelled flight"

(United States)

Trip Verified |  Sydney to Melbourne. Rude staff. No compensation for cancelled flight. Barely any notice of flight cancellation. They texted me 1 hour before my flight that it was cancelled (no warning, no delay, just suddenly cancelled). They automatically booked me on another flight 5 hours later. I called customer service and was on hold for 1.5 hours. Customer service refused to listen to what I had to say and kept interrupting me saying that "I can possibly book you on another flight.". But I didn't want another flight, I wanted to know why my original flight was cancelled and if Qantas would give me any compensation for the delay (food voucher, taxi refund, flight voucher, upgrade, literally anything). After she interrupted me 3 times in a row she finally listened and told me that I had to ask the people at the airport. I asked the people at the sales desk at the airport and they told me to contact customer service! I will never book with them again if I can avoid it.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to Melbourne
Date FlownOctober 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
1/10

"Absolutely disgusted with Qantas"

(Australia)

Trip Verified | Absolutely disgusted with Qantas and will never fly with them again if it can be avoided. I flew from Mexico to Los Angeles, over 5 hour stopover then 15 hours to Sydney then on to Melbourne with Qantas. I imagined my luggage would be transferred to the Melbourne flight but I had to collect it and it took ages to come through. I was getting a little nervous about missing my flight. I put my luggage on a trolley and went to find the bus to take me to Qantas which was about to leave when I got there. Luckily a nice man on the bus helped me lift my suitcases on to the bus. When the bus arrived I couldn’t lift the two heavy suitcases and my 2 pieces of hand luggage. The bus driver got angry with me, said he was on a schedule and to hurry up. I’m a small woman travelling alone and I just couldn’t manage. The bus driver started yelling at me, I finally managed to drag the suitcases off the bus, by this time I was in tears. I was so distressed when I went through security that I was sent for a second security scan. I only just made it to my flight.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to Melbourne
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no