Qantas Reviews 

Extremely poor experience with Qantas.

Do you know the feeling when you communicate with a badly written AI chatbot? it tries to be helpful but clearly does not comprehend at all what you're asking it? imagine the same thing but with a person... that unlike AI, they intentionally block you from talking with supervisor, who can actually help! During the conversation I had with the call center representative: am I talking with AI or a person? simply because it was hard to believe that a person can be so incompetent.

I accidentally booked a flight for the wrong month and realised the mistake almost immediately. Within about a minute of completing the booking I called the Qantas call centre to correct the date. The agent confirmed the change had been processed, but I never received any updated confirmation email or itinerary.

On the day of travel I arrived at the airport based on the time shown in my original booking confirmation. I was then told the flight had been moved to a different time and had already departed. Because Qantas never sent any confirmation of the change, I had no way of knowing the updated departure time.

Despite this, I was required to pay an additional $548 to get onto another flight.

Trying to clarify the situation with customer service afterwards made things worse. The first representative I spoke with struggled significantly to understand even very basic explanations of the issue. The conversation went in circles for around 30 minutes with me repeating the same information multiple times. It was clear the level of English comprehension was not sufficient to handle even a straightforward request.

I asked several times to speak with a supervisor but the representative repeatedly insisted on continuing the conversation despite clearly not understanding the problem.

When I was eventually transferred to a supervisor, they understood the situation within 30 seconds and said they would investigate and call me back.

What should have been a simple correction made within minutes of booking turned into a missed flight, a $548 charge, and an exhausting customer service experience.

For an airline that markets itself as a premium carrier, the lack of communication, failure to send updated booking confirmation, and inadequate customer support are unacceptable.

Whether domestic or international. Qantas always seem to stuff up the flight in one way or another. The last 4 flights stupidly I kept choosing Qantas, I have missed 3 connecting flights and delayed on the 4th. Their rewards program suck and I will not be renewing after 10+ years.

Its not just me thats been affected in recent times, family and friends have all experienced similar situations. Additionally when you complain after your displaced they literally do nothing but a generic ai generated email saying that take feedback seriously. Clearly they do not and do not look after loyal customers.

The brand is nothing what it once was an absolute full from grace, but they created a monopoly and in Australia unfortunately we don’t have much competition.

I must jump to the defence of Qantas.I recently had to cancel flights non stop to Perth from Heathrow and return due to the start of medical problems. Due to being undiagnosed my insurance company Staysure would not cover ,I never bothered to ask about a refund.Qantas virtually refunded the whole of the cost for 2 passengers ,I was most impressed with the service.Thank you Qantas.

I had an extremely frustrating experience with Qantas Pay. My account was suddenly blocked from adding funds. When I contacted support, I was told that once this type of block is applied, it cannot be lifted under any circumstances.
I spent hours speaking with my bank and Visa trying to resolve the issue, only to eventually be told by Qantas Pay staff that nothing could be done. The only option offered was to cancel the card entirely — and even worse, I was informed that once cancelled, I would never be eligible to apply for a new one.
There was no meaningful explanation, no escalation process, and no solution. Just a permanent block and a take-it-or-leave-it cancellation option.
To anyone considering Qantas Pay, do yourself a favour and avoid it. The lack of flexibility and support was incredibly disappointing.

Booked for our 2 kids about 3 months before flying to Singapore, as booking was tight wife and I took 3 hour earlier flight with Jetstar. Unbeknown to us the kids turned up at Perth Airport and were told they were bumped because of overbooking. No communication to them or to me as the host for the ticket. Booked so much in advance, and with computers so effective, it can only be concluded the overbooking is DELIBERATE. Absolutely disgraceful for our so called Australian International company, if I wanted that treatment I would have booked an American company, and at least they would have had to offer compensation of some sort!
Bring back Joyce …. Only joking he would agree to the present pathetic policy.

Have flew with Qantas several times now and the flights are always delayed with excuse of doing maintenance. Doesn't seem like they can schedule their works. A couple times, We saw all the cabin crews are waiting but the plane show up really late.

Our flight was delayed due to safety issues. While this was not great. The re booking process was all taken care of for our next flight which we had missed. Qantas booked us a lovely hotel and vouchers for dinner. Thankyou Qantas and Jet Star great service

The company is not honouring the luggage allowance written when they issue the tickets, specially if they use another company. In my case, I bought a ticket with code QF, but they decided to use American Airlines, and they didn't give me the standard Qantas allowance. If I had know this I would have used a different airline

Always business flights and on multileg intl itinerary destroyed suitcase between BNE/CNS. Lodged complaint at CNS.
Offered 300AUD for 1200AUD case.
Escalated together with uncredited JAL First Class flights - same issue every time. Stock reply and almost 6 weeks since that case. Requests for updates meet with no response. By May will be Platinum and seriously considering switching to another program/airline
Flight crew generally great (esp older crew). Everyone else a joke and classic example of Caveat Emptor.

I am thinking of taking this shameless airline to the court after one of the flight attendant and ground staff ( both disgusting white caucasian male and female) denied me to board the plane when I spoke up the misconduct of the airline cancelling the flight last minute when they want to cut corners when the flight is not sold out for a certain percentage of seats. I just pointed out the disgusting conduct without any aggression nor breaking any airline policy but I was told that I can’t board the plane because I speak up the truth and the white caucasian female attendant make up the story of me speaking up against her. The ground staff who was also an appalling pathetic white caucasian male didn’t listen to my explanation and took the joy of abusing his power and denied me to board the flight. Disgusting, racist and unacceptable behaviour need to be accounted. In America, they conducted a same behaviour to a black civil officer and the white female attendant, plane security sheriff and pilot of the plane were kicked out feom the job and lost their pension and the airline has to publicly announce an apology statement.

I am suffering disability with legs and feet.
I have also been loyal to Qantas as first preference to fly.
We fly to Perth and Bali each year.
It is distressing that in the past two years extra leg room seats in Economy are only available in Exit Row.
Of course I cannot be seated in Exit Row.
I see this as discrimination and Qantas advertising deceptive.
I have written email after email and Qantas really do have a we don’t care attitude.
Minister King shows no interest. It is the same old story and the Airline Advocate tells you they are not problem fixers.
So it seems it above Vanessa Hudson who just hides from issues.
You will also note the rapid devaluation of value of Frequent Flyer Points.
As a Pensioner saving those points took us time and we were really happy to access points flights.
Now see Access Points for Qantas have escalated out of control.
Now with reasonable points you get shoved on to Jetstar.
Losing the benefits of flying Qantas.
When will the Government step in?
We are now looking to Garuda and Virgin.

Incompetent; use anyone else

As a wedding gift, my husband and I received a Qantas gift voucher to use on flights in future. When we went to redeem the gift card via Qantas' Redeem a Gift Voucher webpage, we went through and completed all required fields on all pages only to consistently get an error message when it tried to create the booking.
When the gift cards do not work online, you are told to call the contact centre. The first time I called the centre, I waited on the line for 45 minutes only to be told by the agent they could not help me. They transferred me to another department. I waited another 45 minutes only for the line to go dead.
I put in a complaint via Qantas' website. I was emailed and told to call their credit team call centre. Once again, I waited for nearly two hours without ever speaking to a single person.
Do not purchase their gift cards. It seems to me to be a scam considering they won't provide a reimbursement for these once purchased even though you can't actually seem to redeem them.

I can't even start with a positive. I have recently travelled from the UK to Sydney with Qantas. Never again. I am small being only 5' and very slim,but the leg room was appalling. How on earth would a taller person manage especially with a bit of extra weight. Trying to get out of my seat was a trial in itself as no way could you stand straight. Re: food. I've had better with other airlines. I will reiterate once my already booked flights are over NEVER AGAIN will I fly with Qantas.

Legroom on our A380 flight from Heathrow to Sydney was the least I have ever experienced and totally inadequate and I'm slim build small to average height. Getting in and out of the seat whilst trying to stand was extremely difficult and almost impossile. I don't believe I will fly with them again.

Disappointing First Experience with Qantas (Service + Damaged Luggage Claim)

This was our first time flying Qantas travelling to/from Australia (we normally choose Qatar, Singapore Airlines or British Airways), and unfortunately it was very disappointing.

Onboard service was mediocre at best, and the food and drinks were underwhelming. On its own, that wouldn’t be a dealbreaker if they were the cheapest option — but it’s certainly not a reason to choose them.

The main issue was baggage handling. On arrival in Koh Samui, Qantas had broken our Rimowa suitcase lock in half, which made the suitcase unusable as the locks are part of the actual closure mechanism (not just an optional external lock).

We reported it immediately, took photos/videos at the airport including baggage tags, and contacted Qantas on 2 January. What followed was a month-long email back-and-forth, repeatedly providing the same flight info and photos. Once they realised how expensive the suitcase was, they suddenly dismissed it as “only the lock” and rejected responsibility entirely. They didn’t even offer to cover a basic repair cost (around £50).

Overall, the lack of accountability was shocking, and based on this experience I’d strongly recommend considering other airlines for long-haul travel.

Qantas is great 👍 👌.
WRONG
Used to be great, the staff are nice but when Alan Joyce took over everything went horrible pricey and uncomfortable 😢.

This is biggest con business in Australia! Qantas is a disgusting appalling company. I lost count of how any times I got in contact, how many representatives I have spoken with, how many emails. My Qantas Frequent Flyer account somehow is registered as a staff account, and therefore the points do not get credited. I have told them one million times I do not work for Qantas, and never have! Still, they neglect my requests, no follow up, and my account is still not fixed after months! To make matters worse, when I contacted the staff reservations team, the rudest representative would not even listen to the issue saying I called the wrong number! Kept asking me for a staff number, but guess what, I DO NOT WORK FOR QANTAS!!! This airline is a joke! An absolute disgrace! Corrupt and incompetent bunch! You have ruined so many days of my holiday, disgraceful bastards!

Absolutely terrible customer service when it comes to resolving issues. Took me 4 hours to change my phone number with them.

My recent experience with Qantas was extremely disappointing. I was removed from a flight departing Perth along with 23 other passengers due to last-minute weight restrictions caused by additional fuel requirements. The situation was badly managed, with little communication, no transparency, and very little concern shown for passengers affected.

After being bumped, we were forced to wait an extra 9 hours for another flight. The compensation package offered for this disruption was already poor and completely inadequate for the inconvenience caused. To make matters worse, Qantas then added an extra $30 per person, as if that somehow made things acceptable. In reality, $30 at Perth Airport barely buys you a pint, let alone covers food, time lost, or the stress of being stranded for hours.

Travelling with family made the situation even more frustrating, and there was no meaningful attempt to make the experience easier or more comfortable for us during the long wait.

The contrast with how another airline handled the aftermath was night and day and only highlighted how badly Qantas fell short. For a so-called premium national carrier, this level of service and compensation is simply not good enough.

I would seriously think twice before flying with Qantas again.