Qantas Reviews 

The worst experience I have had in dealing with customer service people in my life! Oh, boy! Where do I start? In the beginning I was on hold for over 1 hours! And the music - repeating some 15 sec tune four time a minute. It drove me crazy. I felt like I had lobotomy. Then I got the most incompetent customer service officer in the world. I wanted to change some flights and this person knew absolutely nothing. I had to read the terms and conditions to help them out with the answers. Then I was put on hold to talk with someone else, another hour has ben passing by. As I write this I am still waiting! It's has been 2 hours...Fingers crossed I get a better person this time. They need more people in the customer service department and less managers. It's only Tuesday. Can't imagine Thursday, Friday or Monday!
What can I tell you...
1. First of all, avoid Qantas.
2. Can't wait for AI to wipe out this kind of service. Seriously.....

Very disappointing experience on the Singapore to Sydney flight associated with Qantas.
This flight was originally booked and paid for as a Qantas-operated service, but at the last minute it was changed to a partner airline with no clear explanation. If a Qantas aircraft was not available, it is unclear why tickets were sold as a Qantas flight in the first place.
The original departure time was 8:30 PM, then changed to 10:00 PM, delayed again to 11:00 PM, and we eventually boarded around 12 midnight—a total delay of 3–4 hours.
Despite this long delay, no hot meal or proper assistance was provided, even though there were small children. We were travelling with our young son, and due to the very late hour, we were forced to give him junk food, which was unacceptable given the delay was caused by the airline.
In addition:
In-flight service was very poor
The aircraft reportedly had a technical issue, causing further stress before departure
Cabin crew attitude was disappointing and unhelpful.

I know it's a 1st world problem but when I fly -and pay for - business class, I expect the respective service in return for my dollars. And when you praise your menu,
Mr Perry, for all your efforts of your 'designed menu', you either forget or have to remind staff that they have to also heat it up! And that EVERY TIME. Unless it's a salad, which mine wasn't on either occasion.

Booked flight with assistance and walking aid. On arrival at airport told by checking staff that we could not take walking aid to gate (usual practice on other airlines) as they do not have sufficient staff to take rollator to the hold. So had to book in at oversized luggage and use a wheelchair airline sized - most uncomfortable. Then told assistant would not be available so could my partner push me to the gate. Once on aircraft, arriving in NZ and collection of frame at Auckland at the gate went fine. Very disappointing ground staff at Qantas Adelaide airport. Shame really as our stay in Adelaide was excellent as were all on the flight itself. No doubt Qantas response will be not up to our usual standard etc, but sadly they missed their chance. Shall not be flying with them again.

Very angry and unwelcoming staff especially at the gate. Not a kid and family friendly airline. Thank you Hannah at NZ departure for you arrogance

It’s frankly embarrassing that an international airline like Qantas can’t send verification codes internationally. This basic failure has dragged on for months, with customer service offering nothing but endless transfers, dropped calls, or outright hang-ups. No ownership, no solutions, no accountability.
And after all that frustration, the onboard experience feels no better than a budget airline, except with premium pricing. Qantas seems to be trading entirely on its past reputation, because the reality is a broken system, incompetent support, and a product that no longer justifies the cost. Deeply disappointing.

If you can, do not fly with them! Seriously their customerservice is beyond horrible! Their sorry sorry bla bla bla but cant help. I needed an luggage upgrade which of course wanted to book online and pay. They REFUSED! The only solution in the end was to pay on the local airport in queenstown a horrible transportationfee which was quaduble the ammount of the flight there. For no reason at all!!! And one cant do anything. They just can strongarm you as much they want in such cases.

Wasted an hour booking flights only for the app to crash and lose all details. Still charged my card, now I have to wait 7-10 days for a refund before I can afford to rebook, by which point airfares would have gone up. CRIMINALS!!!

Quantas have just sent my mother and I through a massive rigmarole over attempting to book an extra seat for our economy flight back to sydney from singapore (an 8 hour flight no stops).

We wished to add the final seat in our row to our booking and we did we bought it and it was confirmed. we then check the app and it says our flight has been cancelled but we received no update from quantas directly, no email, no call. they just cancelled the flight and no information about a refund nothing.

My mother had to then spend an hour on the phone being passed from person to person because they “don’t have the training to do that” each of them saying they’d be able to refund the cancelled booking and rebook it. we get to the final person the “expert” and they simply say that it cannot be done.

We are not only extremely disappointed with the amount of time it took to sort out an issue like this but also the lack of initial communication on the matter as well and the quantas’ system offering services that are “not possible.”

We will not be flying Quantas in the future and we suggest you don’t either.

Very unreliable! Constantly kept changing our flights which in consequently affects our connecting flights. Very poor customer service. Worst airline service

Mmmm, not even 1 star. After telling us our flight was cancelled, which it wasn't. We had to book for the next day at expense of $4000. They overbooked then charged us. Lie After Lie, After Lie, After Lie
Do not recommend quantas have fallen of the cliff. Shame full. SCAM. YOU SHOULD BE EMBARRASSED QUANTAS

Booked flight from Sydney to London on NYE. That included a scheduled 2hr stop in Singapore. We were then told 30 mins outside of Singapore that the next leg was delayed by 2hrs because a catering truck had damaged another plane in Melbourne. The delay was so the 80 or so connecting passengers from Melbourne could make the connecting flight. Complete BS of QANTAS to say this was beyond their control. It was a very specific and deliberate operational decision by QANTAS to inconvenience 400 passengers, so 80 were not further delayed.

The result of the poor operation by QANTAS was they have prioritised profit over customer. The knock effect was the overall delay was 5 hours. That is by far he worst delay of any airline I've used to get travel between UK and Aus. I'd avoid QANTAS.

If I could give 0 stars, I would. I booked a flight as a present for my mum. Qantas took the money and now claim to have no evidence of a booking. That's £1550 they have of mine and I have nothing to show for it. The customer services people are lovely but it's a shambles. Really shameful lack of service from what should be a premium airline.

My wife was booked to fly from LHR to DRW. Booked both sides from DRW to LHR and LHR to DRW through Qantas website and paid ticket money to Qantas.

On way back from LHR to DRW, two of the flights were operated by Emirates. First leg of the flight was cancelled. Obviously rang Qantas to get it all rebooked.

Qantas customer care was quick to fob off and say contact Emirates and they said they cant help although it's ticketed via Qantas. The customer service received at Emirates was superb even though I had nothing to do with them and all bookings were through Qantas.

The person whom I spoke at Qantas was polite but the system is geared to fob customers off and place responsibility somewhere else and this is very unhelpful.

Hope Qantas learns from them. Shame on you Qantas! You could be more sensitive and
try to resolve the situation.

Will never use them if I have an alternative. Customer service needs huge improvements.

Completely untrustworthy company. Such a shame what has become of them. They used to be great. They have all these deceptive policies like saying they'll refund within 24 hours of booking but then hiding behind all this fine print and not giving the refund. I've never experienced anything like it after flying on dozens of airlines around the world.

As an American, I am hardly a regular customer of Qantas, but every time I do fly them I am reminded how high the bar can be.
From check-in through arrival, the experience reflects professionalism, operational competence, and an evident commitment to safety. The crews are calm, capable, and attentive without being performative, and the overall service feels deliberate rather than improvised.
It is difficult not to wish that U.S. carriers exhibited even half the consistency, seriousness, and passenger respect that Qantas treats as baseline. An excellent airline, and a model others would do well to study.

In February this year during Qantas Red Tail Sale I searched for prices for Brisbane to Tokyo then Osaka to Brisbane (saves me returning to Tokyo). The search came up with options and I selected a flight from Brisbane to Tokyo but the Osaka to Brisbane showed 2 flights, First for Osaka to Tokyo then connecting Tokyo to Brisbane. I selected two flights on the same day, Qantas accepted my selection, I paid the amount then received booking details. I then noticed that the flight from Osaka to Tokyo through JAL landed at Haneda but the flight from Tokyo to Brisbane departed from Narita. I checked the location of these airports they are at different ends of the city and would take approx 3-4 hours to transfer. I rang Qantas straight away, waited 2 hours to get on only to be told there was nothing they could do. The following month I arranged another flight from Osaka to Tokyo and rang Qantas and told we will not board the one I booked. They replied that if we do not board the JAL flight that was booked through Qantas, this will be classified as a NO SHOW, and you cannot board the Tokyo (Narita) to Brisbane flight. The only way was to pay a fee for Qantas to adjust the booking. I had to pay $72 each person for service fee, plus a penalty fee of $225 each. After our trip I did some research and I found this: "If you've made a mistake while booking a flight on qantas.com or the Qantas App, we'll waive fees for making the following corrections until midnight the same day. Contact us before midnight on the day you booked by calling 13 13 13 within Australia or by contacting your local Qantas office." There is also another set of conditions for Qantas frequent flyer members, is says: "Qantas Frequent Flyers can cancel for any reason within 24 hours of making an eligible booking directly on qantas.com and we’ll waive the cancellation fee." I am a Qantas member, made the booking on the 9th February at around 7.00pm and, realising the connecting flight issue, contacted Qantas using the above number around 3 hours later, approximately 10.00pm.
I sent all this information via email along with my phone records showing that I had called Qantas the same day as making the booking. I received an email back from them saying we stand by our decision not to refund the fees and we now consider the matter closed.
I will go the the Tribunal.

Qantas lost both my and my wife’s luggage - no communication or updates, and impossible to contact. Due to the requirements of our trip, we may not be able to undertake specific, expensive, parts of the trip without this luggage. Avoid Qantas if you can! This probably arose from how terribly they now treat their staff. I’ve spoken to multiple employees who confirm Qantas no longer care about their staff - a warning to us all, avoid this company at all costs!

Low quality airline that survives only on government handouts and price gouging. Constantly raising prices, devaluing their points system, and lowering standards. Use any alternative.

Qantas cancelled our flight on the Friday night and said we will organise a substitute flight which they didn't we had to do it ourselves, forth international cancellation in a year.