Qantas Airways
reviews and complaints

I left my duty free plastic bag full of gifts from australia on the plane (Flight qf11 from lax to jfk on monday aug 28th) by my window seat. No one can escort me back to the plane to find it. I have to go to baggage claim customer service and have someone call to look for it. I waited 2 hours to find out they couldn't find my bag. I'm really pissed off because there is nothing they can do for bags left on the plane. They said there is no reimbursement so I just suffered a lost. That's messed up! I waited 2 hours for nothing, they probably threw out my gift bag and I get nothing!

My mother just arrived from Colombo to Melbourne via Singapore. We have requested wheelchair assistance for her as she has previously undergone surgery in both her knees and find it difficult to walk and lift heavy items. She took Qantas flight from Colombo which was operated by Emirates. This she was given wheelchair assistance in Colombo airport as well as in Singapore. From Singapore she took the QF38 flight operated by Qantas to Melbourne. Once landed in Melbourne regardless that she had requested wheelchair support before hand there were no wheelchair support at the Melbourne airport. Not only her there were few more passengers on the same flight that did not received the support. She had to walk all the way from the terminal through immigration and carry her baggage and through customs despite her disability.

Yesterday I boarded flight qf 1876 in Perth to fly to Adelaide, at 830 WST.
It had mechanical difficulties, and we return back to Perth.
The next flight didn't leave until midday, and when we arrived in Adelaide at 1640, I had missed my connecting flight with Alliance to Olympic Dam.
I was offered no accommodation, meal allowance, nothing.
I lost a full days pay today, as The next flight available is at 1430 today.
I earn 500 dollars a day.
I feel it's only fair for you to compensate me for my discomfort, accommodation, expenses, and loss of wages.
Brian O'Reilly, frequent flier no.[protected].
Phone number [protected]
Thank you.

Hi my name is Gregory Kelly ffn [protected] on 21/08/2017 I traveled from Sydney to Perth on flight 569 . I have been flying with Qantas for many years and I have never had a more embarrassing experience in all my time flying. I'm always polite and respectful of flight crew but this flight I was treated and made to feel as if I was I was a drunk. I had four wines (and that's all I ever have) but from my 2rd wine I was made to feel very uncomfortable. After my 3rd wine I was asked how much I'd had to drink in ear shot of all the passengers around me. I was not noisy or disruptive. This experience almost brought me to tears. I think at my age 63years old I would have been treated with more respect. I can understand RSA but to treat a good customer in this manner is disgusting. I made feeling know to the cabin manager at the end of the flight as not to cause a seen. Not happy Gregory Kelly I

On the 7th of August I (yonatan sinclair) flew from Melbourne to Auckland, i spent one day in Auckland and had a flight to Perth on the 8th of August.
The attendnat in Melnourne decided to put my bag on some sort of "connected" flight, she did not ask or tell me anything about this.
When I came out in Auckland my bag was not on the carouselle, and no one at the help desk knew where it was.
Only later on in the day - 4 hrs after I had left the airport, they found that my bag was "tagged" to the perth flight, they couldnt even send it to me via courier because it was tagged.
I demand compensation for not having my bag, being worried about it, and the bad mistake that was made by the qantas airline which wasted much of my precious time today at the airport in Auckland.

Qantas were outstanding when it came to communicating to me regarding a delayed flight from Bangkok to Sydney. They both sms'd and emailed me letting me know that the flight from Bangkok on the 5th of August 2017 was delayed 9hrs. Much appreciated with this action...however when it came to trying to contact them regarding what they planned to do with the passengers effected, it was impossible to do so! Their Bangkok office was closed and their international dial in number was so busy they set an automatic call back process in train! This would be ok if someone actually called back! As a result we had no idea what Qantas was arranging and we were not about to sit around the airport for 9 hrs until 2:40am. So we booked our own hotel in Bangkok. Upon arrival at Bangkok airport ( which we were transiting from Cambodia) the check in counter informed us that Qantas had arranged a hotel for all passengers. This was wonderful, however as it was too late to cancel the hotel we booked...we were left with a hefty cancellation fee. Really no good enough communication from Qantas...how hard would it have been to include on either or both of the email or Text message that energency accommodation would be provided? Instead we were left hanging in the dark as to what to do!

Hi
My husband and I booked and paid for economy international flights yesterday (29 July ) to London return. PQPOU8

We are very very disappointed that we cannot secure and pay extra, to secure 2 seats on the upper deck in economy. A380

We went to the agent in the morning and found our flight on the A380...then saw the 2 seats on the upper deck...and decided that is where we want to sit...we travelled last year overseas and went premium economy which was great but expensive...we were told once you paid you could select you seats! So we paid ...and we found we couldn't get those seats...if we knew that we wouldn't have booked the trip!

My husband now wants to cancel as its not how he wanted to fly!

Please can you help?

Thanks
Jennifer Ernst

On the 24th of July I flew Qantas from brisbane to Melbourne, I was to catch the connecting Qatar flight to London. On landing in Melbourne we were forced to make holding patterns delaying our arrival. Once we landed there were Qantas ground staff to help us to our connecting gate. I was very impressed by this. Once through security the staff asked us to stand and wait by the duty free. We waited for at least 15 minutes before they reappeared and as we started making our way to the gate we were informed that the gate had been closed and our flight missed. This was less then ideal as we would have easily made the flight had we not listened to your staff. To your credit, a seat on a connection to london was provided. This however is where my issues started. I am gluten intolerant and had booked meals on my original flight. I informed the staff that were organising the connection flights and was given a gf meal on the first leg but was not on the second leg to London. Once I arrived in London, I found after an hour of extra waiting that my luggage had not been loaded.
I am over here for a hiking and trekking holiday and I have booked and prepared for months now. Without my bag I am ill prepared and very uncomfortable.
Blisters, rain and the extra cost of repurchasing essential pieces of my lost kit have my very unhappy and less than impressed.

Good day,
My name is Sidney Mcluckie and my wife is Verona Mcluckie
On 20 July 2017 we were booked on Quantas departing Auckland to Sydney and then Quantas from Sydney to Johannesburg South Africa with a connecting flight on South African Airways to Durban South Africa at 7pm. There should not have been a problem in making the connecting flight as Quantas was scheduled to land in Johannesburg at 5pm, leaving a window periosd of 2 hours to clear immigration, customs and make the connection.
We booked our passage all the way to our destination at the Quantas desk in Auckland and recieved our 3 boarding passes.
Our departure from Auckland was delayed by approximately 30 minutes, wnich we were not able to make up en route to Sydney.
The Sydney to Johannesburg departure was delayed by a further one hour which we were also not able to make up en route, resulting in us landing too late to make the connection to Durban.
Quantas had already seen the problem and had taken the initiative to book us on a later flight at 10 past 9pm, landing in Durban at 10 past 10pm. The announcement was made to the passengers in flight at approximately 4pm. For that we are greatful.
The problem stems from our late arrival in Durban.
The airport is approximately 45km from our residence and we were relying on the airport shuttle to take us home at 8pm. We would have had no problem making it if our plane had landed on time. Our budget was restricted and the cost would have been R150 for the two of us. We had budgeted for this.
Unfortunately 8pm is their last shuttle to our area and we were way too late for that. We only exited the airport at 10h25pm.
The only option available to us was to take a metered taxi home which put us R650 (ZAR) approx 65 dolars out of pocket. Money which we had not budgetted for.
We tried calling our neighbour to assist but they were not home at the time.
We had no other option but to take the taxi.
Your assistance and consideration in refunding the difference in the fare would be greatly appreciated .
My email is [protected]@gmail.com

Yours faithfully

SR MCLUCKIE

I boarded a Qantas flight QF161, seat 23D, 9th June, bound for Wellington, and forgot to take my Bag of duty free items under the seat in front of me when i disembarked.
It was Very expensive Opium perfume, makeup and soft kangaroo toy. Valued at $200:00
We rang Qantas as soon as we were aware it was forgotten.(within 1 hour of leaving the airport at Wellington). Qantas says they didnt find it or nor was it handed in.
I am hoping that you can check or interview the cleaners that came on after we left the plane...how can no one find them? A passenger would not have seen the bag as it was pushed under the seat in front.
So i am hoping that someone knows what became of my dutyfree goods? Are there no honest people anymore?
I am very angry that it wasnt handed in to lost property.
Linda Burgess [protected]

We do about 3 Holidays every year. This is the first time we have travelled with Qantas, not very happy, the meals were not very appetising and not tasty. We have travelled with other airlines, and enjoyed the meals. Both our meal trays were not clean, I have sent photos so you can see . Will be hesitating to book with Qantas again. We have just been to Japan on May 15 Th for 7 nights.

I arrived at coolangatta airport on Sunday may 21st to get my flight to Adelaide. On arrival the Quantas desk was closed a very nice man came to my assistance he tried to book me on with the booking machine it wouldn't accept my details so he took me round to the gate. On arrival at the gate we were met by an extremely rude representative of your company who informed me that I had been X out . So I know longer had a seat they showed me this on the computer and informed me that I needed to book on line and because I didn't they had sold my seat. At this point I was sobbing as I was going to Adelaide to see my sister who had come from London and I haven't seen for 5 years, also to meet my new great nephew who had just been born. Like I said to him not everyone has access to a computer and no were on my ticket did it say I needed to check in on line. And on my ticket it said confirmed. Also the lady at the desk informed me that this is how the airlines make there money. And there was not a seat for me on this plane, I then had to pay for another flight which cost me another 408 dollars . It caused undue stress and for such a big Australian company really poor customer service. I need you to get back to me because I feel really let down and will take this matter further if there is not a satisfactory outcome.you will need to reply on [protected]@gmail.com. As I have had to send this from my sisters email address as I don't have access to internet in Adelaide.

I submitted the complaint below to Emirates and having waited 30 days for a response I have been told that as it was a Quantas flight you will need to provide compensation. I should be grateful to receive a flight delay reason certificate together with appropriate compensation.

Topic Feedback
Subtopic Complaint
Title Mrs
First name [removed]
Last name [removed]
Emirates Skywards number [removed]
Email [removed]
Country of residence United Kingdom
Phone number Mobile: [removed]
Feedback Category 1: Other
Booking reference number 1: [removed]
Ticket number 1: [removed]
Flight number 1: [removed]
Departure date 1: 01 Apr 17
Departure city 1: Dubai (DXB)
Destination 1: London Heathrow (LHR)
Class of travel 1: Economy
Comments 1: I travelled with my husband and two small children. We were expecting to depart at 2.20am but did not depart until 4.40pm. This meant booking into a hotel and providing additional two meals for my family which in Dubai is very expensive. In addition once we boarded the plane by two daughters were not registered as children so did not get any meals that they could eat. We are very upset for the delay which was essentially a whole day. .Thank you [removed]
I am the customer Yes

I phoned Qantas as previously directed to book a Townsville to Brisbane return flight. I had previously booked flights in advance for my husband to fly to his work site in Central Qld.
When he became injured, he could no longer work and I had several flights in credit.
I needed to book a flight for a family emergency and it was agreed to use the booking codes of 4GBDUJ and YNO5C7. The flights to Brisbane to Townsville return were booked on 15/4/2017. I was on the phone for almost an hour to have the booking re- costed and checked. I was advised I was to be paid a credit of $55. On 30/4/2017, a Sunday evening, I received a phone call from Qantas advising I owed $55 for the upcoming flights.
As it was late, I said I was not going to discuss this matter and would return their call the following day. When I made the call the next day, I was advised the amount owed was now $161.98. This was disputed and much discussion took place . The outcome was if I didn't pay the money, Qantas would not issue the ticket.
I lodged an online complaint 6/5/17 and have not received a response. I went to Qantas Townsville Airline counter and was directed to go back to on line complaint.
This is unacceptable both with the chargings and the service on line to be on the phone for approx. one hour each call.

I paid $520 for work flights and had to pay an additional $161.98.

I would like a response to why I was quoted three different prices over one week to have a return flight to Brisbane and why the first quote was checked by a supervisor and was not up held. A quote is a quote. If the airline made an error they should still honour the quote.

I was booked on flight QF 9 out of Melbourne Airport Australia on April 21st 2017.
The flight was to take off at 10.55pm It was delayed for over 2 hours and we where told we would leave at 1:20am We cleared security after putting our luggage through and sat in the departure lounge, fully expecting to board the plane in good time for take off, BUT we where told there was further delay and asked for our patience, about an hour later we where then told the facts of the delay. We where given water and juice cheese and crackers(Whoop) We waited until about 3:20 am before we where then told that the flight was cancelled and we would have to go back collect our luggage and see Quanta's staff about arrangements for us? But we where not allowed to leave until security could escort us out of the waiting area at 4am. At this time we where asked to pick up our luggage at a carousel and proceed to the Quanta's desk, which was a fair hike, we waited in line for rooms and travel to be arranged for us, I personally waited one hour and forty minutes, after being told there where no more rooms, some where found and I proceeded to get a taxi into Melbourne to a hotel which I found inadequate to say the least, especially when I was woken by a staff member to ask me to vacate the room, and had confused me with someone else, by the time I managed to get any sleep it was time to head back to the airport for a 5:30pm flight. We where further delayed by a half hour and I was one hour late getting into Heathrow airport. I had booked a coach back to Dorset, so I approached the National Express people at the airport, who said I would have to go to the depot, I was supposed to be picked up at the terminal. I had a very long hike to the depot, where I found out my ticket was void now, because I missed the coach the previous day and had to purchase a new one. I finally got home at 12noon into Poole and had a further hours drive to get home. To say I was exhausted would be an understatement. I expected to arrive home the previous day, April 22nd at 2:15 I got home 8am on the 23rd. I had to loose a day of work, and I am out of pocket. I understand things can go wrong, but I have to say, I don't believe this was handled very well and more staff or help should have been at hand for 400 people, no hot drinks or adequate food had been offered to very tired uncomfortable people, my accommodation was lacking, and I know there where some people that didn't even get accommodation. I also found the food very lacking on the flights as well. I would like to know what you are doing to reimburse out of pocket monies for your customers. I don't feel I will be using your airline again. I hope you have the decency to reply to this in a timely fashion.
Janette Purdy

I received a text saying my next day flight was cancelled, I called the number listed, waited on the phone for just over 20 mins and when connected to operator they hung up. I called again and my current wait time is over 90 mins and still counting.

I checked the flight booking under manage your booking online and it didnt say anything about it being cancelled. What is going on? I need to get back to Brisbane!

When I initially attempted to book our flights via www.qantas.com the site couldn't process my infant son's name so I had to book these flights over the phone with Qantas USA. We booked a SFO-SYD return trip for two adults and our 1-year-old. Soon thereafter, we changed our return flight to BNE-SFO. We didn't receive our receipt or itinerary by email or by mail. Prior to our flight I had to call to supply my son's passport information and to request Qantas send us our itinerary. The representative told me our flight schedule over the phone. We still didn't receive our itinerary. Our flight from SFO-SYD went smoothly although when we arrived at BNE airport for our return flight we were informed that we had missed our flight. This was due to the Qantas USA representative telling us that our flight was leaving BNE at 13:00 when in fact it was leaving SYD at 1:30pm. Qantas accused us of being "no shows" and forced us to purchase new tickets. We were given no alternative. We had to fly to Sydney that afternoon and were stranded there overnight to catch the next flight to SFO.

I complained in person at Sydney airport and was told to lodge a complaint online which I did immediately upon our return. Qantas were very slow to respond and some alleged replies I never received. The "customer care representative" we finally dealt with was named "Kylie" and she was very short and dismissive in her replies and ultimately unhelpful. Qantas claimed they conducted an investigation but they never contacted me for further information and they never supplied me with the steps of their investigation. They claimed we were "no shows" but we did show up, albeit late, but because of the negligence of Qantas USA. They claim that we would have had to show our itinerary when we checked in at SFO but we did not and were not asked for it anyway. They don’t seem to know how the process works in the US. The first and only itinerary we received was at BNE airport so we never saw their terms and conditions either. In addition to lengthy email correspondence I also phoned several times and sent a long letter to Qantas Mascot, to which I never received a reply. I also complained to the Airline Consumer Advocate and their advice was that I contact the Qld. Department of Fair Trading.

I am seeking a refund for the additional amount Qantas charged us at BNE airport ($1402) because this was an overcharge. We had already paid for our return flight when we made the initial booking and this error was the fault of Qantas. Furthermore, they stranded us at BNE for several hours and then overnight at Sydney airport, so we had to get a hotel in Mascot. Therefore, I am also requesting a refund for the additional costs involved, including a one-night hotel stay ($184) and a shuttle bus ($21.32). Qantas never even supplied us with travel vouchers for food, or compensated us with anything for the distress and delays they caused us traveling with an infant son. The total amount we are out of pocket is $1607.32.

Both check in counter and flight attendance are ll Very racism. Threw my Chinese pass port to my face when I checked in at counter. An old radical grumpy woman as flight attendance served me a drink by pitching my arm to ask : what do I want and threw me a can of drink on my table without straw. Always refused to choose Qantas but was organised to Qantas by Virgin due to aircraft problem. Horrible experience. Qantas — the spirit of Australia — rasicm? Or white Australia going backwards to 1960. My boyfriend and another Asian man sitting beside him did not get their lunch while other white passengers were served with lunch. When my boyfriend asked the hostess about his lunch, the hostess whitled him to shut up. Animal language is one of the way Qantas served their customer. What a shame to Australia — Qantas should have clear up from the top to the bottom with better education not being stupid with rasicm, rude service.

I recently got married and travelled to Canada and Vegas for my honeymoon. My husband and I decided to fly with Qantas as we felt that we could trust your company to provide a stress-free holiday. However, as it turned out, that was not the case.

On arrival to Los Angeles from Sydney we were meant to get another flight to Calgary, Canada. However, due to the flight (QF11) being delayed, and then also the flights baggage being delayed in getting to passengers, we missed our next flight (West Jet WS1513).

After our 14 hour flight from Sydney, we were then ushered to a long line where all passengers were having to make other arrangements and get another flight. Once we were finally served, we were told by the Qantas staff that the only flight available was at 8.30pm that night (Air Canada AC579), meaning we would have to wait at LA airport all day. It also meant that we would miss our pre-paid shuttle bus to transport us from Calgary airport to our resort which was 2.5 hours away and we would have to make alternate arrangements.

Unsatisfied with this, I searched web jet to check if, in fact, there were no other flights available. I found several other flights and one in particular with West Jet (QF3357), that would be suitable and would get us out of LA airport sooner rather than later. It would take us to Edmonton, where we would then get another flight to Calgary (QF3370). Again, after lining up in long queues, as other passengers for other flights needed to check in, we arrived at the counter to be served and book our flight. However we were then told that we are unable to book the flight requested as Qantas staff had already assigned us to the flight at 8.30pm. Our only option was to go back to the Qantas area and try sort it out.

We walked up and down LA airport several times to sort out this issue and on our last attempt to approach Qantas staff we were unable to do so, as we couldn't re-enter that area for security reasons. Also, the staff member we had originally spoken to had either gone on her break or finished her shift as she was no longer there. We did not get the staff members name at the time, but as a representative of Qantas, her service was extremely poor. She did not seem interested in assisting us and was more concerned with
moving on to the next customer.

We returned to the West Jet counter and we were advised that the best thing to do would be to call Qantas and resolve the issue. Therefore I had no other option but to call Qantas on my mobile phone. Which I did. It took 45 mins to resolve the issue. On returning to Australia, even though I had activated international roaming and charges, I discovered that this cost me $135.

Once we arrived in Calgary, as we had missed our pre-paid shuttle, we then had to pay $270 for a taxi to transport us to our resort. We had to travel at midnight on roads cover in snow, which was not ideal. If Qantas had not caused us to miss our flight, we should have been in our resort at 6pm and enjoying our first night of our honeymoon.

Instead, we arrived extremely exhausted and frustrated and out of pocket $405.

However, thats not where it ends.

We then had to return home. Again with Qantas.

We go to LA airport to check in and are informed at the counter that our flight has been delayed. Our 10.30pm (QF12) flight will now be departing at 12.45am. No notification had been sent to us to inform us of this change. So, again we are forced to wait at the airport. While we are waiting, we continue to check the information board for flight details and discover that it has been further delayed. Now we will not be leaving until 2am. Once we finally board, the pilot then apologises for the delay but then informs us that there is a further delay. A passenger will not be flying with us today and all the luggage needs to be removed from the plane, his bags found and removed and then all the baggage put back on the plane. This caused another 30min delay.

Both my husband and I are Qantas Frequent Flyers and always choose Qantas when possible. In fact, for domestic flights we also choose your partner company Jetstar over other airlines if possible.

We are very disappointed, to say the least, that we experienced such frustration and disruptions on our honeymoon. To be honest, we expected a lot more from your airline. We chose Qantas because we thought they were reliable and would make travel during our honeymoon a great experience. Yet it is the only part of our honeymoon that let us down.

Now, on return to Australia, I have a Telstra bill which is $135 more than what it should be due to having to try and sort out the issue of organising another flight. Also, when stating at the time to the Qantas customer service staff that this phone call would cost me a great deal and that I would like to be reimbursed, she stated that my phone bill is not something that is their issue. I found her response to be immensely rude considering Qantas was responsible for the delay, for us having to find our own new flight due to staff incompetence, for us missing our pre-paid shuttle, for us having to pay extra for a taxi to get us to the resort and for causing us so much stress at the very start of our honeymoon.

As loyal Qantas customers, we would like to know what your airline is going to do to compensate us for this experience? Please don’t let us down again.

Hi Qantas,
Yesterday I arrived in Qantas flight QF565 Sydney to Perth, I walked out of the airplane toward the luggage pick area and a lady stopped me and she said to me that I forgot my neck pillow in the airplane (she describe exactly how looks like, I knew it was my neck pillow, grey with New Zealand name) so before I went to pick up my luggage I went back to the gate area to see if I can pick up my neck pillow, I met Jo (Service Counter) and she said Sorry we don’t keep neck pillows for hygienic reasons. I said no no no... I just go out of the airplane a minute ago, the neck pillow was handle in by another passenger to the airhostess.
Sorry I told you we don’t keep neck pillow for hygienic reason, sorry we don’t have your neck pillow, you go down stair or go to the website and put your complaint. I said ok, you show me where is this down stair. And she said NO, I am busy another airplane is arriving... And she literally walk again...SHE LITERALLY WALK AWAY Her name is Jo, and she works at Qantas Service counter – outsite the gates- domestic airport Perth – Terminal 3.
I went downstairs and I met is suppose the manager?, her name is Maria Di Lisa, she works downstairs in luggage service and I explained the same, she said No No No No, Jo, she Shouldn’t say that (about the hygienic reason) (for a second I was hoping that she is going to find my neck pillow). Maria Di Lisa, called a couple of people and she said sorry we don’t have anything, so you can go to the website and complaint. I mentioned if I can leave my phone number, and she said No No No I won’t call you, you can complaint using the website.
I cannot believe that if a passenger just handle in a neck pillow to an airhotess, and a couple of minutes later the passenger who forgot the neck pillow went back looking for her neck pillow. The neck pillow disappear.
So now I don’t want an apology, but I want my neck pillow. Unfortunately this will be the saga of the neck pillow. As mentioned before the flight was QF565 Sydney to Perth. My name is Sandra Sceresini. Probably the neck pillow is only $25 but is the principle of respect for the customers. It is caring for the customers. It doesn’t matter if it was a pen or glasses or whatever, but is the respect.
Please you have my personal information, also Maria Di Lisa have my contact number.
Hopefully I will heard from you.