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 1883 reviews
6/10
4 star Skytrax Rating
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1/10

"More disgusting service"

(New Zealand)

Trip Verified | More disgusting service from everyone's favourite airline. 50% more expensive than JetStar and still the same abysmal service. They sent me an invitation to buy a one time use of their Qantas Lounge in Melbourne. since I had a 3 hour stop there I thought it would be a nice idea to try it out. Now keep in mind, that some genius in their marketing department thought it would be a good idea to razzle dazzle a new potential regular customer by sending me this special "VIP Offer". You know, let me experience how wonderful the lounge is and then I might buy permanent access to it and further improve their fat profits. I thought it was odd that they only sent the invite to me and not my wife who was travelling with me. But the invite said I could forward it to the others I was travelling with and they can enjoy it to. Sadly or should I say expectedly, no matter how we tried to use the pass, access the site or complete a 2nd purchase their system would not allow me to do so. I figured if I bought one and they were trying to convince me to become a full fee paying client I would simply be able to explain the website issues and buy the 2nd pass at the counter when I walked in. Alas, it was not to be. all I got was excuses, rules about this and that and then a bunch of terse mouthy rudeness from the catty ladies when I displayed the slightest bit of frustration at their lack of ability to fix a simple situation. "Your welcome to use your pass Sir" yea.. i'll just wave at my wife through the window while I enjoy my free coffee. Once again, Qantas could have made money, pleased a customer and made flying with them a pleasure, but instead they ensured I will do everything I can to avoid flying with them again. After flying Air NZ on the way over and enjoying their nearly newplane, with complimentary Wifi, and lovely staff with great service, the stark difference in how not to do things by Qantas was pulpable. every metric was comparably, utter garbage compared to Air NZ. They were great once, but sadly they've been managed into the dirt by corporate greed.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMelbourne to Auckland
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"$100 refund for a $510 ticket"

(Australia)

Not Verified | On the 18th of October, I needed to cancel my return flight Melbourne to Canberra. I went online and it gave me two options – cancel for credit, or cancel for money. It told me to ‘check my ticket for the rules’. I did this – there was nothing on my ticket about the rules that I could discernibly locate. I clicked ‘cancel for money’, but I was on a call with Qantas as I was doing this (on hold for half an hour, as per usual). Five minutes after clicking – ‘cancel for refund/money’ – I spoke to someone (9.35am approx.). She asked me, ‘have you just requested a refund, online?” I said, “Yes, I have – should I have done this?” “Yes, that is okay,” she said. “Will I get a refund?” I asked. “Yes,” she said. At no point did she tell me it was only the taxes being refunded. I confirmed again, “would I receive a refund” – she said yes. At no point did she divulge it was only a tiny proportion of the ticket - $100 refund for a $510 ticket. After ending the call I then received an email, saying that I would only receive a refund, depending on the rules of the ticket (what are the rules? Did this email tell me? No of course not). So, again – even after calling – I’m looking at the app, I’m chasing down the paper ticket and looking at it again. I’m a fairly smart person, but I can’t find anything – incredibly obtuse rules. So, I have to call again and I’m on hold for half an hour. This time, I speak to a man. I tell him the situation. He said, “did the previous person you speak to check your ticket rules?” “No,” I said. “She should have checked, and cancelled the refund request. She should have requested a ‘cancel for credit’ for you. You would have received a full credit. Did she tell you this?” “No she did not.” “Did she tell you that you would only receive a partial refund?” “No she did not. She did not tell me anything of the sort.” He says, “there’s nothing I can do.” This is Qantas – the spirit of Australia.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMelbourne to Canberra
Date FlownOctober 2023
Value For Money 12345
no
2/10

"Awful customer service"

(Germany)

Not Verified | Awful customer service. We've been trying to find out where our luggage went - it was misplaced by Qantas on a domestic flight in April 2023 from Broome to Brisbane via Perth - but Qantas are just not willing to help. No reaction whatsoever (lost luggage desk was closed upon arrival in Brisbane!) and the luggage is still MIA. (October 2023) After months of fighting to at least get some kind of answer and a compensation, they finally paid the maximum fee for lost luggage. We had to be a pain in their asses to get this compensation, though. We felt they are just not interested in their customers which is ridiculous. I used to love to fly with Qantas. I will never do it again.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBroome to Brisbane via Perth
Date FlownApril 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

“a disappointing experience”

(Australia)

Not Verified | One of the worst flight experiences of my entire life. The entertainment on the flight did not work, flight attendants refused to help with basic inquiries and were rude to my Dad and myself when serving us meals and providing us with necessary equipment to ensure the flight’s convenience. The flight experience was highly turbulent and shaky even though the weather forecast noted that there was no rain, thunderstorm or heavy winds to create such an effect. Most especially we missed our first flight to Brisbane because of the disorganisation of the service desk. We got there on time but because of how long the line was and the slow, insufficient operations of the people at the counter by the time we reached to check in our luggage the lady at the counter said we won’t make it for our flight, and the next flight would cause us to miss our connecting flight as well. This lady was extremely arrogant, rude, obstinate and unhelpful which is everything a person at the desk is supposed to be. We had to then pay for new flights and another connecting flight because of the ineptitude, chaos and disorganisation of the people at the ground service. This was also extremely risky as the flight we booked to Brisbane to connect to Port Moresby was in thirty minutes and we had to rush in checking our bass. Also they had only one person operating near the kiosk area as they all shut down, and the lines grew to be extremely long when we booked the new tickets. We asked a ground service person and they said it would take approximately 5hrs 30mins till the people from the back could reach the front. This was extremely rushed and a disappointing experience with Qantas who caused us to miss our flight. Also our returned flight from Port Moresby to Brisbane was delayed by 7 hours causing us to again miss our connecting flight to Sydney. Although they did compensate us for this incompetent mistake, we had to travel to Sydney the next day and stay over night in Brisbane which was inconvenient as I had morning plans to fulfil the next day we were supposed to arrive. For the previous mistake caused directly and consequently by the confusion, cluster and disorder of the Qantas ground service we were not compensated for. This is a clear example poor quality service and the way aircraft companies manipulate and scam people in terms of flight so they can cheat and inconvenience people so they can gain more money handed into their pockets. Qantas is a pathetic airline service and all positive connotations associated with the brand in terms of them being the safest and most efficient airline should be thrown in the trash. Qantas is outright insufficient, poorly managed and are pure scammers. Never to be trusted again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSydney to Port Moresby via Brisbane
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
5/10

"Quite disappointing to be exact"

(Malaysia)

Not Verified | Quite disappointing to be exact, I always wanted to fly with QF and a chance appeared (at the expense of an expensive fare). Despite prefering to fly through the Middle East, I took this option which was available only to find that they do not update our mobiles on the flight delay. Originating flight from SYD was delayed by 2 hours hence the delay from SIN to LHR. Flight from KUL on MH was a breeze. Sadly, the boarding was a mess at SIN, flight delayed by 2 hours (left only at 1:30am from the original 11:30pm) which resulted in our arrival into LHR (Terminal 3) at close to 8am from the original 6am. Service was alright, nothing to shout about, seats on the A380 were huge and comfortable although the full flight did not help (one can feel the weight and the density) Meals were ok ex-SIN but not ex-LHR. Baggage did not arrive at KUL, one bag never left LHR and one more did not make it on the short connection to KUL. Bag arrived five days & one day later respectively. Check-in staff at LHR did not follow the procedure on the baggage tag when asked for help, she just pushed the bag onto the conveyor belt and that particular bag took 5 days after some probing; the staff responding to email was really helpful - thank you to the LHR team and MH for being so attentive in the delayed baggage. Overall, I would avoid flying with them on this route, honestly not the best flight i have had and I hope never to be on a stuffy and packed flight as I did on these flights.
AircraftA380
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSingapore to London
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
8/10

"very pleasant flight"

(Singapore)

Trip Verified | Excellent experience, very pleasant flight. Some minor service inconsistencies, eg cabin crew much friendlier than check in, service in one aisle better than in the other. Business class cabin in the A380 is huge which affects service. Overall, great though. Qantas has amazing lounges, the cabin crew creates a very relaxed atmosphere on board and food and entertainment are above average. Their business class seat on the A380 is among the best in the market.
AircraftA380
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteLondon to Singapore
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
6/10

"Pretty poor if you ask me"

(Australia)

Not Verified | When booking the flight to Bangkok the only Qantas options were to connect with JetStar out of Singapore. Upon arrival at Perth checkin counter we were advised they could not ticket us all the way through and we would need to attend the Jetstar transfer desk in terminal 4, the check-in counter also advised we would need to clear customs in Singapore, get our bags and take them to the transfer desk. Upon arrival in Singapore we did not need to clear customs and our bags were checked through, at the JetStar check transfer desk the lady was getting all confused about why Qantas had not issued our boarding pass back in Perth. Bottom line is the check in staff at Perth airport are not well informed and do not know how to obtain connecting code share ticket, others PAX did not need were issued with boarding passes in Australia. Pretty poor if you ask me.
AircraftA380
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePerth to Singapore via Bangkok
Date FlownSeptember 2023
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

"staff were rude and dismissive"

(Australia)

Not Verified | Flight was delayed three hours, passengers weren’t notified of this or the gate change. Staff working on gates were not helpful, appeared to not be informed of update, and made no effort to investigate for you. On the flight, staff were rude and dismissive, one of them in particular, seemed to not really enjoy her job. It was a nine hour flight with additional landing delays. A lunch was served. No alcoholic beverages provided at all. When requesting this, staff hesitated and said they would bring the beverage to which they didn’t bother. dinner was served to some people, but Many were not offered dinner or beverages. I had one bottle of water provided for the entire flight, as a meal /beverage was not offered at dinner time.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to Bangkok
Date FlownSeptember 2023
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

"impersonal and unpleasant"

(Australia)

Not Verified | Travelling from Brisbane to Christchurch via Sydney and the check-in experience was awful. Please bring back more people to assist with service. Bag drop was confusing. Only one person running between bag drops to assist customers. Long queues for 2 other ground staff for customers who had questions. The app does not replace the human touch. The new service is impersonal and unpleasant. It's so much better starting a trip with a friendly airline representative assisting and giving assurances. We were directed to one and felt relieved to be given time and necessary information that a scanner can not. Bring back more staff!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBrisbane to Christchurch
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
10/10

"I simply couldn’t fault them"

(Australia)

Trip Verified | Haven’t been a fan of Qantas for a number of years now after repeatedly being let down in the areas of service, communication and reliability. However, I recently flew SYD-DFW which is a 15hr odd flight, and couldn’t be happier. The crew were attentive and friendly; the space was as comfortable as you can get for economy, and the aircraft was on time and arrived early. On board and pre departure communication was great, and I simply couldn’t fault them. The food was very good by any standards - that’s from myself being an acclaimed chef and very picky punter in that department. It was an overall fantastic experience, especially given the length of the flight. I’m flying back today from DFW-MEL, which is a 17.5hr flight, and looking forward to the repeated service I was met with on the way over. Well done to all. The airline is certainly back on its way up.
AircraftBoeing 787-9
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSydney to Dallas
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes