Qantas Reviews 

Subject: Complaint – Poor Service on Flight QF113 (18 June 2025) – Booking ZDJVE2
I would like to formally lodge a complaint about the poor service I received on flight QF113 from Sydney to Auckland on 18 June 2025.

Despite traveling with my daughter, we were seated far apart, and the cabin crew showed little willingness to assist or provide clear communication. As a 67-year-old passenger with special needs, I expected more care and support from your staff.

I kindly request that this situation be reviewed and that appropriate compensation .

I was booked on Qantas flight QF12 from Los Angeles (LAX) to Sydney in mid-July 2025. Initial boarding was delayed by around 15 minutes due to “additional checks,” but as soon as boarding finally began, the gate agent announced it was the “final call for boarding” even though only Groups 1 and 2 of 6 had been invited to board.

This caused unnecessary panic, with dozens of us rushing to the gate thinking we were about to miss the flight. We then stood packed in the jet bridge for 15–20 minutes while other groups slowly boarded. It felt sloppy and completely avoidable.

To make matters worse, the LAX gate staff were openly complaining about having to be awake late and were rude and short when checking IDs, snapping at passengers.

“Final call” should reflect the actual status of boarding and not be used as a pressure tactic.
A delayed start followed by a fake “last call” feels disorganised and stressful.
Gate staff, especially at an international departure, should be professional and composed whether tired or not.

Very disappointing experience for a long-haul premium airline. I hope Qantas reviews its boarding communications and staffing standards at LAX.

I am one of the customers affected by this disgraceful company having such useless IT security that it lost my details when it was breached in what they call a "cyber incident".

Not only did I have the worst flight of my entire life on Qantas, but now the icing on the cake is they loose people's personal details too

Dear Qantas Head Office,

My name is Zoran Sever, and I am currently located at the Guangzhou airport in China. I am reaching out for urgent assistance regarding my travel arrangements. booking EQ767E TICKET No. 081 2779813371
I have a booking made through Flight Centre for a round trip from Sydney to Guangzhou and then from Guangzhou back to Sydney. My ticket, which is operated by China Southern Airlines, was purchased in advance, but unfortunately, it does not appear to be in the system. As a result, I have missed my flight back home, where my family and business await me.

I have been trying to resolve this issue for several hours while on the help line, but unfortunately, no solutions have been provided. I am in a state of confusion and anxiety, as I have been waiting for assistance with no clear direction on what steps to take next. My flight is now boarding, yet I am unable to board due to this ticketing issue.

China Southern Airlines has expressed their willingness to assist, but there is no Qantas office available in China to help facilitate this resolution. As I wait here, the weekend has made it even more challenging to get timely support.

Qantas has suggested that I should book a hotel in China at my own expense and pay a fee to change my ticket. This is completely unreasonable. I am trying to return home to my family, and I should not be held responsible for errors or miscommunications that were clearly outside of my control.

I respectfully urge Qantas to take ownership of this situation and provide a practical, timely solution that does not involve further costs or inconvenience to me.

I kindly ask for your guidance on how I can return home to my wife, children, and grandson, as I feel stranded in the airport with no options. I would greatly appreciate any immediate help or advice on how to navigate this situation.

Thank you for your attention to this matter.

Best regards,
Zoran Sever
Director, Build 369

QANTAS/ BA unaware of baggage 3 hour transfer requirement.
Brisbane-Sydney-Heathrow connections need a minimum of 3 hours at Sydney to guarantee that baggage is sent through.
Qantas staff at Brisbane insisted that baggage checked all the way through will get through to the final destination - but this cannot happen if there is less than 3 hours between flights at Sydney.

Horrible experience flying Qantas from Auckland to Adelaide via Melbourne — especially disappointing as a family travelling with a toddler.

1. Delayed in Auckland — Flight delay was inconvenient but manageable. Unfortunately, that was just the start.

2. Bag Missing in Melbourne — One of our checked-in bags didn’t arrive, adding unnecessary stress and delays.

3. Chaotic Recheck Process — At Melbourne, the baggage recheck systems weren’t working. Staff had to make several internal calls just to get things moving. It felt like no one knew what they were doing.

4. Further Delay — Our Melbourne to Adelaide flight was then delayed by another 2 hours. Exhausting, especially with a young child.

5. Wrongly Denied Boarding — This was the worst part. Despite our baggage being within limits and already checked in from Auckland, the system treated us as new domestic passengers and flagged us for being overweight. We were denied boarding and told to pay $400 — completely unjustified. Only after more calls between staff was this finally resolved. The whole thing was humiliating and stressful.

Qantas markets itself as a premium airline, but our experience was chaotic, disjointed, and uncaring. We deserve better, and we expect a proper explanation and compensation.

— David Droza

I was booked on Qantas flight QF74 from Calgary to Sydney on 29 June, which was suddenly cancelled. After spending hours on hold (over 3 hours at a time) and multiple frustrating calls, Qantas rebooked me on flight QF12 via San Francisco with their partner airline WestJet.

Despite arriving at the Calgary airport on time, WestJet staff told me the ticket was not booked. I immediately contacted Qantas customer service, who insisted the ticket was confirmed. I even had a Qantas agent speak directly with the WestJet counter staff — but they still couldn’t resolve the issue. After waiting at the airport for nearly 3 hours, I was sent home.

Qantas rebooked me for the next day and reassured me this would not happen again. I confirmed with both Qantas and WestJet in advance that my booking was valid. Yet again, when I arrived at the airport, I was told I had no ticket. I stood helpless at the check-in counter while spending hours on the phone with Qantas. I was in tears, begging for this to be fixed. Only after hours of distress was I finally allowed to board.

This entire ordeal caused me over 48 hours of delay, extreme mental and emotional stress, and required my family to leave work and support me at the airport. To make it worse, I received no compensation, not even a refund for the $55 seat I had pre-purchased.

This experience was nothing short of harassment and a complete failure of basic customer service and operational responsibility. I would never recommend Qantas to anyone and will avoid flying with them in the future.

We want to express our deep indignation following our catastrophic experience with Qantas on flight QF 526 from Sydney to Brisbane on March 11, 2025.

We had purchased two Business Class tickets (booking reference QLRI3H), paid with Flying Blue Miles. Despite this, at boarding, my wife (aged 72) was arbitrarily downgraded to Economy Class to make room for a technical crew member. As a result, we were forced to travel separately, without any prior explanation or alternative offered.

The ground staff and cabin crew showed total indifference, even arrogance. There was no commercial gesture, no compensation, and no respect shown to us as elderly passengers.

We find this practice simply scandalous and absolutely unworthy of an airline that claims to be “premium.”

We are currently demanding:

A full refund of my wife's deducted Miles,

Compensation for the downgraded service and forced separation.

We strongly advise anyone seeking a minimum of respect and consideration to avoid Qantas.

Qantas, you have lost our trust.

Avoid yourself the trouble and book another company, this company is straight up dogsh*t, customer service is down the sh*tter and their system is so outdated I have no idea how they are still in business

Qantas 131313 fatal flaw.
The Qantas booking reference contains a letter and this must be read over the phone when contacting Qantas help 131313.
However, 131313 automated help will not recognise the letter P when giving the booking reference, always interpreting P as D.
So there is no possibility of getting help for any Qantas booking reference with the letter P.
5th attempt to get through to 131313 failed.
6th attempt - Qantas declined to change the flight to allow 3 hours between flights for manual baggage transfer between flights, and would not change one flight in a 2-leg booking.

On 26 June my 76-year-old mother flew (or, more accurately, attempted to fly) Qantas from London Heathrow to Perth. She paid over £6,000 for a one-way Business Class seat, expecting a seamless journey. Instead, Qantas delivered:
1. A 20-hour delay with minimal real-time updates and no proactive help arranging rest
2. An unnecessary bag-weight ordeal. At check-in her suitcase was 2.5 kg over. Rather than showing any empathy—or simply waiving such a tiny excess after a day-long delay—the agent bluntly told a 76-year-old to “repack on the floor if you want.” No offer of assistance. Absolute indifference
3. No meaningful apology or compensation guidance at the counter or afterwards for the disruption she endured.

For a flagship carrier that markets itself on “the spirit of Australia,” this experience felt spirit-less: high fares, low humanity.

Terrible experience with Qantas. Due to severe weather, my wife and young daughter missed their connecting flight to Melbourne from Dallas. While delays happen, Qantas failed to provide any accommodation or proper support. They rebooked them on a longer route via Japan and left them to arrange and pay for their own hotel. Calls for help were ignored, and the staff they did reach were rude and unhelpful. Completely unacceptable from an airline of this size.

Terrible experience with Qantas. We boarded the plane thinking all was fine, then were told there’d be a 45-minute delay. At the same time, I got a text saying 1.5 hours. In reality, we sat on the plane for 2 hours, were taken off, and ended up waiting until the flight finally left at 3:20pm — five hours late.

Because of this, I missed two connecting flights to Europe, had to rebook new tickets at my own expense, and waste even more time dealing with the fallout.

It wasn’t just the delay — it was the complete lack of clear communication and accountability that made this so much worse. No real help offered. No honesty. Just vague updates and shrugging shoulders.

This was my first and last time flying with Qantas.

Hey Qantas – I’ve been a loyal customer for 10+ years, but this trip has been a complete mess.

I was flying from Denver to Brisbane via LAX. After three delays out of Denver, it became clear I’d miss QF16 to Brisbane. Tony from American Airlines – who was actually helpful – rebooked me to fly the next day at 11am and said Qantas would sort out my seat. I just asked to keep my aisle seat. That’s it.

No texts. No app updates. Nothing from Qantas.

So I booked myself into an airport hotel out of my own pocket and waited. After several hours of silence, I called the Qantas helpline.

The first person I spoke to told me she couldn’t help – then dumped me on hold. 40 minutes later, I finally get through to another agent, and all I want is an aisle seat. I’m told I’ve got a window and there’s nothing they can do.

When I asked why I’d heard nothing from Qantas – not even a courtesy text – I was told “your seat’s been locked by American Airlines.” Funny that, since Tony (the only person who actually helped me) told me he couldn’t assign Qantas seats, but Qantas would.

Well, Qantas, I just want to get home. I’ll take the window seat. But after this experience, I’ll never fly your airline again.

The Spirit of Australia? More like the spirit of ‘we don’t give a f*.’**

The actual flights were fine although the inflight meals were ordinary. Our bad experience began when we arrived in London to find one of our suitcases had its handle smashed which made it almost impossible to use. I contacted Qantas and after some backwards and forwards Qantas offered me $22.50 to replace my suitcase! A typical equivalent suitcase is around $100 but no apparently it’s all my fault and $22.50 is all they offered. I rejected their offer on principle and hence this review. I will never fly with Qantas again which as an Aussie is almost blasphemy.

QANTAS IS GOOD 1 TRILLION STARS AND POINTS

Made a change to the booking. Took an hour, paid for the booking three times. Booking dint go through and change wasn’t made. Yet there is a charge on my card. Called to speak about this. Another 38 minutes of being on hold, unclear communication and was finally escalated to ‘heads’ (not sure what that means. Then the agent ends the call and Qantas asks for automated feedback survey. This is diabolical and absolutely unacceptable. Qantas you should be ashamed and are not worthy of being Australia’s national carrier.

Not there when you need them. When things go wrong you need help. You dont get help from Qantas

Flight from Perth to Sydney QF652 on Premium economy.
There is no difference between premium economy and economy apart from the price. Calling these seats premium economy is a rip off. The seats were cramped with very little leg space and seat width. The seat was uncomfortable and hard. The reclining feature was poor.

There was no available overhead storage space as the airline was poor to manage this.
Noticing limited overhead space the crew did not help the passenger to stow away their carry on lugaged that did not fit under the seats. This cause significant jam during boarding with passages walking up and down the aisle trying to find storage. The crew was useless and did not help in managing this.

The entertainment screen was old and not well kept. The touch screen barely worked and was difficult to navigaye/control.The entertainment choice on offer was also limited with many of the movies or TV series than could only be watched via your own mobile device and not the attached touch screen.

Most of the crew were pleasant but some were rude. During meals the meal trolley was pushed towards me and the cart was rubbing on my forearm. Despite asking them to move it as it was hot, the crew did not. I had to physically push it away.

The food was OK. I had the hot beef curry.
However, there were no options for vegetarians. The two choices were chicken and beef. This is poor for a national carrier charging exorbidant price for domestic flights.The wine was horrible and undrinkable unless one was already drunk.
The cleanliness of the plane as a whole was good.

I am travelling back tomorrow. Hope this flights better.

I have bought two flights for myself and my husband for when we come over to Australia later in 2025 From Cairns to Brisbane. I live in England and bought the tickets through the Skyscanner portal. When I checked my bank account, Qantas had taken the correct amount of money out but did so separately, due to this action I have been subject to 2 non sterling transaction fees instead of just 1. Is this normal practice for this company? I have never been charged separately for my flights before with other companies. The fee is £7.73 x 2. Small amount yes.. but it is the principle, what if we had been a family of 4, how much extra would that have been? The response I got from Qantas was: After reviewing your booking, we can confirm that only AUD 533.66 per passenger was deducted from your Visa card ending in ####, and no further charges have been made.

If you have any further queries or require assistance with your upcoming travel, please do not hesitate to contact our Reservations team on 13 13 13.