Qantas Airways

Not Verified | 1hr+ delays both to and from, no complimentary kids pack and ipads don't work. This was my sons first plane trip and I picked window seats for him on both flights, these were changed without warning. This is a premium price tag for a worse experience than a budget airline. I usually go Jetstar or Virgin, and I regret choosing Qantas.

Not Verified | Too many cancelled flights. Over the past 3 years at least 50% of my flights with Qantas were cancelled and reallocated to different and inconvenient times. This especially happens on the Sydney to Melbourne route. I can tell in advance when this is going to occur, if the flights is not 90% full 4 hours prior to flight time it will definitely get cancelled. Fly with Qantas - you have the choice of being either packed like a sardine or cancelled. The staff honestly couldn’t give a rats. Service is average compared to other airlines, and not at a premium price tag that they charge. Planes are generally old and seats well worn.

✅ Trip Verified | Disgusting! They said Qantas is the Australia's best airline, however my experiences said differently from what people rate. My husband and I flew from Perth to Japan by Singapore return in April 2023. Luckily only 5,5 hours to Singapore otherwise I will make a complaint right away but I need to write this review down and wishing the Airplane make improvement on their services and cleanest like other best airlines in the world. I don't have a problem on check in area, but the plane was so dirty!! I don't think they're even clean the plane after the flight, the seat hasn’t been cleaned from the last flight. I found rubbish in the seat pocket, there's dirt on the blanket even though it was wrap inside the plastic, the pillow was slightly yellow and dusty, and the service on board wasn't great either. The worst part was the seat! How can the seat so hard and uncomfortable, really close each other made me couldn't breath because the seat were to close, especially when the passenger in front of me put their seat back, maybe only 15 cm right to my face! Comparing the price, Air Asia have better seat and cleaner than Qantas. We doesn't have choice to pay more after Covid, we understand that but we also wish that the Air Plane have or keep their "standard" not only make profit. We pay the service and you better priorities customers comfort and cleanliness otherwise you will lose your loyal customers.

Not Verified | Qantas has been facing challenges with their service post-pandemic so I was delighted to receive high quality service onboard my latest flight from Melbourne Tullamarine to Sydney Kingsford Smith. The ground crew were always available and exceptional when helping you. This service continued when we boarded and throughout the flight. Fast and free wifi was provided which helped with the lack of entertainment provided. Qantas features some movies, but they are limited. Meal service consisted of juice or water and an apple crumble bar. The flight was great value for money considering it was booked using Classic Rewards (Points + Pay)

✅ Trip Verified | Appalling treatment and only made worse by their Customer Care Dept. I had booked and paid for 2 business class tickets in Dec 22 (using points plus pay). Boarding passes for myself and my sister were issued at luggage check-in. Upon arrival to business class lounge we were called up and told that only one of us could fly business, I requested to speak to a supervisor. The agent me several reasons, all unsatisfactory but apologised and assured me that the points and funds difference would be credited to my account. She further said by way of compensation she would offer me a $500 credit for the inconvenience. I enquired if this was to be cash, she said no it was a credit to be used towards flights only. She also subsequently met me at the gate before boarding and reiterated same. I was so distressed and affected by this bad start to my (special Christmas gift for my sister) holiday, that I ended up having to go to the hospital in Singapore. and I was very ill for the first 2 days of our 10 day trip All of which can be evidenced. I am not seeking compensation for this aspect but it should be known so that you have a complete picture of what occurred and the knock on effect. Since our return Qantas have shunted me from one department to another. First Customer Service (who apparently have no phone number), then Reservations Dept, then Frequent Flyer loyalty program. Each department tells me it is not under their purvue and that I need evidence of what the agent offered. I was told to go to the airport (a 4+ hour round trip for me) and to try to locate Karen at the airport. I explained that I would not be able to get to the business class lounge without a ticket and clearing customs - that Karen may not be working that day and that there may be many agents who work for Qantas. I was told I should have taken a reference number for the offer made by the agent. Well I did not realise I needed to make a recording or get an affidavit from her on the day as I took her at face value, assumed (and still do believe) that she made this offer in good faith and with full authority to do so. I am now told after wasting days /weeks on this that the complaint has been closed. I was not advised of this via email and no explanation given, they just decided to close it. Astonishing! Now when I make an enquiry I keep getting replies stating the reference number does not exist, presumably because they unilaterally decided to close it. Qantas needs to honour their promise and obligation. ie: 1. The correct amount of Frequent flyer loyalty points to be returned to my account (some points have been reinstated and then removed and I am querying the actual amount is correct). 2. For the compensation amount of $500 (for use towards flights) to be added to my account as promised.

✅ Trip Verified | The overall Qantas business product is not where it previously was. Having taken the same flight down with Virgin Business it is interesting comparing the two products, Virgin was overall a better product. Qantas check in, at Canberra (CBR) could not even see dedicated business check in and used the general boarding machines. Qantas lounge is comfortable but no dedicated business lounge in CBR just one shared with Qantas Club. At time of boarding, they just called the flight so no priority for business or premium FF members. On the plane we were only offered water prior to the flight. The plane was comfortable, and the seating was good. The meal was good overall, but we were not offered any re-fills or a second beverage. Basically, the attendant seemed to be looking at herself in her phone screen over providing service. Following service my empty water bottle and napkin clearly was visible in the front seat pocked but was never cleaned up, even though there was plenty of time on completion of the lunch service. Finally, the bags well again no business priority, the bag came out amongst all the general baggage. Being a premium FF, the premium baggage service has been nonexistent since Qantas moved to contractors.

✅ Trip Verified | May/June 2023 trip mishaps:- Was booked to fly out on 26th May 2023 on flight QF64. Only when I got to the airport around 14h15, was I told that I will only be departing on Saturday, 27th May 2023, due to technical issues. I incurred UBER costs going to and from the airport. Once flight was boarded, doors locked, we were informed by the pilot that there were technical issues, so we cannot take off. Delayed on the tarmac for 3 hours 20 mins. My seat was right at the back, therefore could not use the overhead locker to store hand luggage as this is blocked off to passengers. The steward did not help me find space, even though I asked. Was told that I can just walk to the front and see if any available. My vegetarian meal was chick peas again. Thank goodness, my layover in Sydney was 4 hours 10 mins, so even though we were delayed in Johannesburg, I still caught my connecting flight to Auckland. The connecting flight QF 147 – was also delayed on the tarmac for 2 hours 30-40 mins, so we only got to Auckland Monday (29th May) morning around 02:30am. I encountered friendly, helpful and polite staff in Auckland Two precious days lost because of Qantas. My return journey, on the 16th June 2023 – arrived at Sydney airport at 08h10 from Auckland. Flight QF63 to Johannesburg departure time first delayed from 10h0 to 13h00, then to 18h00, then 20h00 and finally only flew out around 22h00. I still cannot fathom, how is it possible that there are no “spare” planes available at the airport for such emergencies (we were told the flight had technical issues and parts needed to be flown in from Brisbane – this information was only shared around 17h00. Before that we were just left hanging). We got no updates from any staff unless you made your way to the transit desk to ask. Even there the staff on duty had no idea what was going on. They kept promising we will be flying out by 18h00 that day. Staff, whether at transit desk or departure gates – abrupt, coarse, rude, patronizing, and talking down to people, like we are idiots. The apologies we received were halfhearted and felt more like insults to our intelligence then genuine concern. On return journey, as vegetarian, I was given pasta at supper and pasta again for breakfast – seriously Qantas, there are more meals you can prep for vegetarians. Please find out from Qatar and Emirates how they manage to give us vegetarians variety and tasty dishes on flights.

Not Verified | I booked tickets online with Qantas in February 2022. It was for myself, my husband and 4 children under the age of 10. For some reason, whilst booking, there was no option to select a child’s airfare. It was basically impossible to contact Qantas. I called and was on hold for over an hour and then got hung up on and another time was told by a recorded message to call back later and was disconnected. We needed to book our tickets so I booked them and continued to try contacting Qantas. Eventually, after being on hold for almost 2 hours I got through to someone. I explained the situation to them and they changed the booking to show that this was for 4 children. There was a difference in price so they said I would be refunded the difference. It could take up to 6 weeks for the money to go into my account so just wait. All seemed well. Our trip took place about 4 weeks later. I wasn’t all that impressed with Qantas when we flew but that’s another complaint. The 6 weeks came and went and I did not receive my refund. Once again I went through the process of calling Qantas and eventually got through to them. They said that because we had already flown we were not entitled to a refund. However, I had already been told we would get the refund before our trip so I didn’t understand how this was a problem. I was told to register a written complaint, which I did. Months later I still did not have an answer, so contacted them through email complaints department again. A few month later I received an email saying they were working on my claim. This went back and forth for a while. 2 weeks ago (well over a year since the original claim) I was told they regret my experience but they will not refund my money. They gave me some frequent flyer points which I don’t want because I will never fly with Qantas again. I truly believe they are in the wrong here. I was told I would get a refund and then the story changed after it was impossible for me to get the refund. This comes to like $400, which is a lot of money to me. Also, just as a general thing. We have flown with a few other airlines since then (we are doing humanitarian aid-type work in Thailand -which is why we were flying when Covid was still an issue) and every other airline has been just as good, if not better, than Qantas -including the cheaper ones. This goes for domestic and international so I would advise anyone to not fly with Qantas, even if they have a good deal. They are not any better than anyone else and if you have an issue it’s near impossible to work out. We don’t get paid for the work we do so any money we have is very needed. I’m pretty disappointed with Qantas and I don’t want anyone else to experience what we have so please be warned.

Not Verified | Despite the aircraft arriving from Hong Kong 5 hours before the flight to Singapore, boarding was delayed by 1 hour in Sydney. Gate staff continuously blamed other factors such as cleaning staff taking longer than required or no gate available as reasons for the delay. When questioned on boarding as to why the plane couldn’t be cleaned in the preceding 5 hours, I was simply told to email customer care, which seems to be the go to response for most Qantas ground staff these days when confronted with polite complaints about the ever increasing delays at Qantas. Cabin crew were pleasant and helpful and the economy class supervisor was amazing, as she singled my family out for special attention and care. This had more to do with my frequent flyer status rather than just being a passenger receiving great service. Aircraft was 19 years old and showing its age. Broken fittings on the seats and in the toilets, ripped seat covers and damaged wall panels, the plane had clearly seen better days. Seats are narrow and leg room and recline are minimal compared to the likes of other major airlines. Food was inedible, bland and prison canteen style. Qantas have dispensed with trays containing an assortment of items and metal cutlery is no longer. You now just get a small portioned bowl with foil on top and a piece of bread slapped on the foil and some wooden cutlery in an envelope. Silver lining is that it’s easy to slip the bowl on the floor under your seat when you decide not to eat anything. Qantas is doing just enough so as not to be seen as a budget carrier while charging a premium price. Flight arrived 30 minutes late and bags were out by the time we got to the carousel, but that has more to do with the efficiency of Singapore Changi International Airport than Qantas.

Not Verified | 5hrs 20 min, no screens, packed in like sardines. BYO entertainment, This airline is a joke. Paid over $600 Qantas club, have over 1 million ff points. Old stock, old flight attendants, outdated. These aircraft's are best suited to 1.5 hr East Coast jaunts, not 4 and 5 hr journeys.