Qantas Airways

✅ Trip Verified | Qantas failed at every step of the way. Flight was cancelled - leaving us stranded without airport transport. Replacement flight added a stop over - extra 90min of travel. Replacement flight was delayed. Connecting flight (from added stop over) was missed - extra hour of travel. Lost half of our luggage

✅ Trip Verified | I flew from Sydney to Manila with Qantas on 24/02/2023. When my partner and I arrived in Manila, there was no sign of one of cases. It seems that the lady at checkin never checked one of our bags on properly as there are only 3/4 bags listed on our receipt, although we handed over 4. We have been trying to get an answer since Friday, we called, we sent several emails, we sent reports, we spoke to live bots, to no avail. We are moving country and all of our belongings are in this case. We are just trying to get an answer and no one is giving it to us. The service has been appalling since we landed at checkin at the Qantas gate of Sydney airport. Staff are just extremely rude and unhelpful! This is supposed to be Australia’s #1 airline?? I have received much better service from budget airlines. Absolute joke. I would strongly advise against choosing this airline.

✅ Trip Verified | Ground staff and flight staff were rude and more interested in their own interactions than looking after customers. Ground staff were disorganised and flustered. They took their frustrations out on customers. Both the ground staff and flight staff were lacking in customer service skills and behaved like customers were an inconvenience rather than the Airlines core business. This is so unfortunate and I find it an embarrassment for how foreign visitors are treated. Qantas has for many years been too casual and aloof in their customer interactions. They can learn a lot from the Asian carriers. Additionally Qantas smashed our checked luggage so the case is no longer usable. Baggage Services at the airport said yes it was an obvious issue and Qantas would look after it. After submitting the damage and Baggage Services reference number to Qantas they replied saying they do not cover dents, scratches or normal wear and tear. Photo shows what they consider a scratch.

✅ Trip Verified | Absolute shambles. My flights from Wellington to Los Angeles were voided without my consent. I received a text message on 19th February asking me to check in via the Qantas website. When I tried to do so on the webpage using my booking reference. However, it said that I needed to go to the airport to check in. On Feburary 19th, I went to the Wellington airport. Two employees working for the contractor company that works for Qantas at the airport tried to provide me with my tickets. However, they were told by the ticketing department that my flights had been voided. The person in the ticketing department claimed the flight had been voided by American Airlines, their partner airline. On 1 December I was surprised to receive a partial refund of around 177NZD, a fraction of the approx. 1705 NZD I had paid for the flights. This made no sense as I had asked Qantas several times via email and over the phone to specify what the refund was for in November 2022 without receiving an answer from them. In November I had asked them to change my flight date and paid them to process this request. On February 19th, I was asked to call the Qantas hotline as the employees at the airport were unable to help me. To my disbelief the hotline staff told me that they would not reissue the tickets nor provide a full refund. I absolutely do not recommend this airline. If you want to make any changes to your flight dates be prepared to spend hours on their hotline if you are flying internationally. I don't wish anyone to go through the saga I am going through with them. I am almost 2000NZD out of pocket because of the mistakes that have been made. I still have not received an answer from them nor a full refund and compensation.

✅ Trip Verified | Perfunctory. Interesting word. One applicable to this flight service from CGK to SYD. I don’t know what’s happened with QANTAS since the pandemic, but for sure there has been a major decline in onboard service. My issues don’t stem from no welcome and totally ignored - even as Oneworld Emerald (dwelling on that would seem petty and entitled) rather on the following - no amenity kits for economy. Look on an overnight flight you would expect eye shades and a tooth brush. Nine given out and none in the pockets of my row - no coffee or tea served before landing. On a “red eye” flight the cabin lights come on usually an hour before landing- coffee is normally served. Nothing this flight I wouldn’t mind if this was AirAsia but I am paying almost $1500 for a Cgk-syd-wgn trip. Small things indeed count. Please wake up Qantas - having flown recently on your One World partners Cathay, Qatar and JAL I can assure you you’re being left way, way behind

Not Verified | Absolutely useless. Late flight, luggage left behind, zero customer service. They just don't care, no refund or credit for taking exit door seats away. What once a great airline is now the world's worst. Do not fly Qantas they just don't care.

Not Verified | Have been a Qantas Frequent Flyer since 1997 but also flown with them well before then both domestically and internationally. Due to their high prices my employer has been booking my flights with Virgin and I found them second to none in both hospitality and service. After all these years with Qantas I have made the move to Virgin as the Qantas service, hospitality, and condition of terminals and lounges is nothing less than the dark ages.

✅ Trip Verified | Qantas cancelled our flight two years ago and still has not refunded us the hundreds of dollars in excess baggage we paid for. I've spoken to them about this many times, and they don't deny they owe us the money, they just say someone will get back to us about it, and no one ever does. Any time I phone they say they have no record of any of the hours and hours I've spent on the phone with them before, and say they need all the information again. If I have a reference number from the last call, when I call again they say the number doesn't refer to anything and they have no record of the case. The worst customer service I've ever encountered, and it's cost us money we couldn't spare - but they really don't care. Avoid at all costs.

✅ Trip Verified | I flew Qantas Sydney to Melbourne return. The flights were punctual. The service was calm, efficient and friendly. The meals in Business were hot and delicious. It looks like Qantas is back to its old self after the COVID disruption. Well done.

✅ Trip Verified | We had one of our bags badly damaged on a flight in June 2022 and contacted Qantas customer care. After a few emails and pictures they sent us an email in July 2022 staying the replacement bag has been ordered and we will receive it shortly. After 7 months and many emails to Qantas I have no replacement bag and not a single reply from them. I called the booking line today and the lady there did a bit of digging and found out my case had been closed and she cannot look into it, she advised me to open a whole new case and reference my old case number. So I started the process all over again, maybe it might get sorted before 2024. Qantas is a joke and I hate having to fly with them now. We need more airlines to make them wake up and sort out their customer service, or lack of it.