Quantas Reviews 246

Qantas lost my luggage and still haven’t delivered 4 days later. Don’t answer phone and their app doesn’t work. Useless.

Hello Qantas Airline Representative,

I hope the day is treating you well.

I am contacting you regarding Customer Care Case 13818452.

On 19 October 2024, I departed on Alaska Airlines Flight #117 from SFO to LAX. Afterwhich, I boarded Qantas Airlines Flight #16 from LAX to BNE.

Upon arrival in Brisbane, Australia, I realized my luggage had not arrived. Therefore, I spoke with a Qantas Baggage Claim Representative & made the appropriate baggage delayed claim. The Qantas representative assured me that my luggage would promptly be delivered to my temporary Brisbane residence & all clothing toiletries cost endured would be reimbursed.

After 2 days of wearing the same underwear, pants, socks, shirt and sweater, I became concerned that my luggage would not arrive. Afterall, in 48 hours, I was to attend the funeral services of my great friend, Andrew Fort. And in 72 hours, I was to attend a birthday event - celebrating my 62 birthday.

Therefore, I navigated my way to the Queen Street Mall and various stores to purchase the following items [see attachment for receipts].

Zara Inditex Store Brisbane Australia Clothing $218.95
H & M Store Brisbane, Australia Clothing $327.53
Canungra Op Shop Canungra, Australia Suitcase $ 40.00
IGA Canungra Grocery Store Canungra, Australia Toiletries $ 74.18
IGA Canungra Grocery Store Canungra, Australia Toiletries $ 46.72
Brisbane Mall Brisbane Australia Clothing $146.72
Lotte TR Eagle Farm Brisbane Airport Duty Free Luggage $107.18

Total: $961.28

On 28 October I still had not received my initial luggage, Therefore, carrying my clothes in a duffle bag, I arrived at the BNE airport. Afterwhich, I purchased new luggage at the duty free shop. Soon following, I departed from BNE to LAX on Qantas Airlines Flight #15. After which I boarded Alaska Airlines Flight #3353 from LAX to SFO.

On 29 November, I received the following update from the Qantas Customer Care Department:

“AHL-BNEQF24483
Thank you for taking your time to contact us regarding your delayed baggage.

First and foremost, I would like to express my sincerest apologies for the inconvenience caused by the loss of your luggage. We understand the importance of your belongings, and we deeply regret any distress this may have caused.

At Qantas, we take every precaution to ensure the safety and security of our passengers' belongings, and we deeply regret any instance where our service falls short of expectations.

We would like to offer AUD450.00 as gesture of goodwill for emergency expenses purchased.

Please fill out the Customer Care Payment form with your bank account details so that we can process any applicable refund. Please reply to this email with the completed form attached so we can get back to you as soon as possible.

We are unable to meet your request for the full amount. You will have to speak to your travel insurer to claim for any further expenses. Kindly let us know if you need an insurance letter or have any further queries and we will be happy to assist you.”

The above response is very callous - hard hearted. And most definitely does not show “a sincere apology for the inconvenience & distress caused by the loss of my luggage.

For 7 days, I was unable to access my skin medication.
Gifts bought for my Australian friends were unable to be delivered.
I was inappropriately dressed for the funeral services & birthday celebrations
AUD 450.00 / US 291.66 does not cover even half of my expense
My 1st trip to Australia was A NIGHTMARE!

According to your Qantas Customer Charter: “Our aim is to get you and your bags to your destination on time, every time.” Therefore, when you fall short of your aim, you should correct & compensate for all damages incurred by your passengers.

I believe an SFO to BNE flight voucher / frequent flyer miles & $961.28 is appropriately due.Therefore, I have forwarded this issue to the Australian Financial Complaints Authority (“AFCA”).

I hope we can resolve this issue in a timely matter,

#airport #airlines #travel #qantas #airport #brisbane #australia

I purchased a Classic Reward fare including bags with Qantas - I have a screenshot of the rules which I had to Accept to book the fare. The partner airline website ( Westjet) says no bags. I spoke to Qantas and they said they do not accept emails?? - so I can’t send them my screenshot. They say there rules show differently! I have to pay for bags even though it states each ticket includes a checked bag!
They said try another department - this is customer service!!! Appalling

Qantas should should start 2 weekly direct flight to Pakistan city Islamabad there is no direct flight to Pakistan people has to go to other carriers to reach Pakistan like Emirates Qatar airways to reach middle east then Pakistan which town long I request to Qantas to start flight to pakistan

Ok so good first, staff were excellent. Bad got allocated two seats next to the toilet, bad luck, then entertainment system goes down one hour into the first movie. Seven hours trying to reboot on nine hour flight. Back to the Arab and Singapore Airlines.

I wish i could rate ZERO one of the worst Airport signage and personal management systems I have experienced, dam rudest front line staff you can witness, I only travel Qantas because they can take off/land in Wellington New Zealand, to Thailand, and their transfer times (advertised) are good, BUT they are bullsht, I believe they sell you these deals knowing full well that all of these connecting flights will have increased delay times 100% this has been to consistent for one off issues, Staff on Qantas are invisible, no service quality, your meal is dumped and they are off, and you would be lucky to see them on a 10 hr flight again, and if you do they are heads down no doubt running around for first class clients. I will be avoiding Qantas at all costs with all future travels, good onya Aussie in the 80's and 90"s you were awesome, its really not that hard.

Qantas are thieves! And clearly make money by ripping customers off.
I booked a direct flight from London to Perth in February months ahead of the actual flights, pre booked my seats at extra cost. 24 hrs prior to flying and after checking in they cancelled my out bound direct flight and put me on non direct flights. I completely understand that ‘operational’ issues can occur and changes last minute might have to happen.
However after speaking to customer services I ended up having to accept the least worst alternative they offered me as I had to get to Australia and was already having to accept a delayed arrival. They reissued me my tickets and sent me the receipt for flights that cost £600 less that what I originally paid and would not refund the difference in flights or the seat reservation fee.
All I was told was I could raised a complaint. Which I did. I got a response which was just a fob off and no refund.
I will never fly with Qantas again as speaking to others delays cancellations and poor customer service is what they are no known for. Avoid at all costs.

First time using this airline using their direct flight from LHR to Perth on their Dreamliner. As a nervous flyer, couldn't fault the level of service and compassion. James Dallow (I hope I've got that right!) was exceptional in our cabin, as in fact was all the crew who work exceptionally hard throughout, but James took such great care of me and my husband and ensured that as a nervous flyer, I was okay, make a great G'n'T! and just can't fault them. Super friendly crew, food was good, service beyond exceptional. It's a long ole flight but with the right crew .... made it perfect.

Flying back on QF9, again exceptional crew. I had a lovely off duty crew member sitting next to me, Sophie Reed, who was so friendly, and just such a calming influence on the whole nervous flying situation, to the point I actually managed to sleep for the first time ever on a flight. Again, the crew in Premium Economy were exceptional, professional and nothing was too much trouble.

We were very happy in our 2 seater Premium Economy seats, good leg room, good entertainment and level of service amazing.

We would not hesitate in flying Qantas again, and both James & Sophie are a credit to the company.

Booked and paid Coffs Harbour to Adelaide with PayID. Depite flights show as Confirmed and ringing them because there was a delay on their processing the payment they refunded the payment smd cancelled one leg. They then offered an alternate plan at an additional cost of $700. Coffs Harbour flight options are limited and already ridiculously expensive compared to other airports within two hours drive so I rejected the offer and booked elsewhere geting direct flight at a saving of over $1500 (2 pax Adelaide return). Three days later got an email from Qantas re "
We’re experiencing some difficulties with the payment details received from your booking"
Seems that the difficilties with the understanding call centre staff also translates to staff/system interactions.

FYI the review posted below mine isn’t accurate. I have just flown to London from Sydney on an Emirates operated plane and my points have been credited within 5 days!!

I am writing to thank Qantas Platinum call centre and the points team. I booked a Premium Economy flight for my son…using points and pay for the return leg. Due to a very emotional and sad family situation my son simply couldn’t get on the flight to return from London to Sydney, he didn’t have the emotional strength. I called Qantas on the day of the flight and 2 beautiful staff looked at every way to help us….they were so caring and eventually moved his flight waiving the fees.
I often complain as we all do but sometimes it’s nice to be able to post a positive story and I can tell you that the service we had yesterday made the biggest difference to this young man’s life
Thank you:)

I spent nearly £8k with Qantas on my first outing with them. They failed to credit frequent flyer miles to their fellow Oneworld member's loyalty scheme and when I challenged that they said it was problem of the other airline. That's a total crock of the proverbial, and my travel agent said it's down to Qantas now being such a tinpot outfit that it doesn't fly from London to Australia seven days a week, and has to rely upon Emirates to operate planes. My airline loyalty scheme also confirmed that if Emirates operates a Qantas route it can't credit miles as they're not a Oneworld member.

The Qantas call centre was truly awful in it's handling of this issue - Asian based staff with poor knowledge and when you politely ask to speak to a supervisor (who you hope have the knowledge) they say nothing and cut off the call. I raised a complaint about this with Qantas and they ignored it totally.

So in summary, you might as well book and fly with Emirates (whose inflight service and digital systems are light years ahead of creaky old complacent Qantas) or another proper airline.

We need another national airline! Qantas level of customer service dropped to zero after COVID.
It is now normal to wait for an hour before being able to speak to any customer support person. Often times the line magically "drops" whilst speaking to an employee or when they put you on hold.
It is a disgrace that what was once a great company and national pride for us Australians has now fallen to such lows.

Appalling treatment. Had to postpone flights which were booked online due to family commitments. Foolishly I admit I tried it online, deciding to ask for a refund rather than a credit. One decision, one choice of box to check….. With enormous repercussions. Small print did say check the terms of the ticket…. impossible to find. The next day as I had heard nothing I rang to be told the refund was being processed, it was too late to cancel this and I would receive the taxes only minus an admin fee. This has cost us ( 2 tickets) £3000… devastating. I haven’t put in a formal complaint as the complaint form did not allow me to continue. I have e mailed to one address twice and received acknowledgments of receipt but no responses.
I feel scammed. This is not the way a supposedly reputable company should function… total lack of compassion or customer care and a complete lack of transparency.

Qantas frequent flyer
Well, it appears that Qantas has got rid of one bad Apple in Olivia Worth who was the CEO of the Qantas Frequent Flyer program and replaced her with an equally deviate person, Andrew Glance. I say deviate because once again the goalposts have been changed to make it harder for you to use your FF points on selective flights.
There are now two tiers of selecting your flights with points. The original points program called classic, and the new one is called classic plus rewards.
A couple of years ago. David Koch on Chanel 7 advertised 1 million points will get you to London with all of your family in business class return.

After spending over an hour this morning on the phone trying to get a flight to London for my wife and I, Qantas wanted my million points plus $16,500 in fees and charges to fly to London business class. with the current airfare cost to London of just over $21,000. That means that my 1 million points was worth a measly $4000.
It was only two years ago a return flight to London for two people. Business Class full fare was $13,000 so what’s happened there?
This new advertising campaign by Qantas on how to use your points better in booking a seat in the cabin that you want is a lot of who-Ha.

The Service Centre is also abysmal. I was on the phone for over an hour this morning first of all talking to somebody in Fiji, who then transferred me to somebody in the Philippines, who then transferred me back to somebody in Fiji. Unfortunately, the second person in Fiji was very hard to understand and I don’t think she knew how to work the Qantas website that I was also on following her instructions on how to book 2 tickets.
Frustrated, I had to hang up in the end as we just weren’t getting anywhere with travel date, pricing, or using points, or both. The end result was the same, give them my million points now worth $4000 and pay $16,500.
Reason why we have 1 million points accumulated over the years is because every time we tried to use them we’ve always been put off in one way or the other. I will also be writing to Qantas about this as we have done in the past, but as we know it just goes into cyberspace and nobody cares to reply.
My wife and I are going to the Travel Agent tomorrow to book 2 tickets on Emirates, which I guess we should have done in the first place.

The Qantas staff at Queenstown Airport are terrible . They are rude, unfriendly and unhelpful!!!!

The worst airline experience I’ve had, appalling customer service. I have absolutely no interest in flying with them ever again in the future, and cannot see how they will continue to operate in this way when competing airlines are offering so much more for customers money.

Qantas/Emirates delivered my bike to Warsaw four days late and damaged. You have ruined the start to my holidays. I have had to pay for two extra night's accommodation in Warsaw and the bike is currently being repaired. Who knows how much it will cost. Emirates and Qantas are without a doubt the exemplars of incompetence and extremely poor customer service.

My 16 year old son missed his connecting flight to Singapore with BA in London due to delays. He had to stay overnight and was rebooked to quantas. BA forgot to also rebook his luggage allowance. Coming to the check in desk of quantas they would not let him check in the luggage unless he added the luggage and paid for it online. As this was a manual rebooking by BA, that payment didn’t go very well. In the meantime with me on the phone his phone started draining. The guy at the desk and even the supervisor just sent him away twice. Traveling alone for the first time overseas is already a difficult experience and he was of course in tears stuck at a foreign airport. Thankfully at the BA desk they were more helpful the second time round and got him on the flight with his suitcase also checked in. Shame on you Quantas for treating a 16 year old traveling alone so extremely poorly.

I had a really bad experience flying with Qantas earlier this year. The service was extremely slow, food and drinks took a long time to get served. The staff was very rude and one flight attendant poked me rudely on my arm to ask for my chair to be straightened. The seats are tight and there is no room. Air hostess would not ask people in the front row to straighten their chairs at eating time. I was extremely annoyed. Hopefully I don't have to travel with them again.

Flew business class from Perth to Manchester, sadly it only turned out that it was business from Perth to London Heathrow. Ticket and boarding pass showed business class.

The lovely people at Qantas customer service didn't even acknowledge this was an issue and gave some excuse that because delay on 1 hour no compensation. Missing the entire point - COME ON GUYS