Menu
For Business Write a review File a complaint
Qantas Airways Customer Service Phone, Email, Contacts

Qantas Airways
Reviews and Complaints

Qantas Airways's customer service contact info has been verified by the ComplaintsBoard team. We made sure it's all legit and accurate, so you can trust it! 👌
www.qantas.com

Learn how the rating is calculated

1.2 2 Reviews 363 Complaints
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Qantas Airways Complaints 363

ComplaintsBoard
R
2:51 pm EST

Qantas Airways pre-travel enquiries

I was due to fly from Brisbane to Shanghai, and wanted to make use of a new 144-hour visa-free transit to third country/region program that had been rolled out in Shanghai three weeks prior. I tried calling Qantas before making the booking to see if they had notice of the program (and so would allow me to board without a visa) – I was told by the customer service lady that she had no access to this information, and I could only check at the airport. After checking a number of official Chinese websites – Shanghai General Station of Immigration and the central government's Ministry of Public Security – it appeared that the program was clearly announced, and so I thought there shouldn't be too much trouble. But when I got to the airport, Qantas told me that the Timatic system which they rely upon had not been updated with infomration about the program, and so they couldn't let me board. (I had taken printoffs from those official websites to facilitate check-in; the manager on duty still wasn't prepared to take the risk.) The result of all this was that I had to make rebookings, suffering rebooking fees in doing so (though Qantas did waive the service fee), and I had to delay my itinerary to get a visa which caused loss of hotel bookings I had in Shanghai. The situation turned out quite expensive.

It should not have been too hard for Qantas to tell me – or other customers – over the phone what is on their Timatic system about visa/visa-free requirements. Because Qantas will deny boarding if a passenger doesn't comply, this information is essential to a booking and flight planning. By not allowing queries about this over the phone or otherwise before getting to the airport, Qantas is shifting all the risk to passengers. That is not reasonable, and passengers should expect better from Qantas.

Read full review of Qantas Airways
Hide full review
ComplaintsBoard
V
10:51 pm EST

Qantas Airways hidden charges

QANTAS offers promotion to fly between Singapore and Brisbane. I was instantly fooled by the airlines with a search on their flight and came up an airfare quite hard to resist. Once confirmed, that was the beginning of the nightmare. Seat selection cost extra minimum of $25 EACH WAY, Carbon offsetting suddenly become customer responsibility to pay for it (it was chosen as an option without clicking on it), travel insurance cost more than the Two way travel fee! Backed out of the deal and chosen a refund, but given a voucher instead. To rebook, there is a $150 ADDITIONAL FEE online, $200 over the phone! TO CANCEL, it Was A $400 CANCELLATION FEE. Well done, Australia! That is how you get yourself out of financial crisis by charging on the customers. I have bite the bullet to recancel the booking, doesn't wanna care about my AUD1000, went to Emirates, booked another ticket, which got me free seat selection, only $75 change fee and FREE rebooking!

Read full review of Qantas Airways and 1 comment
Hide full review
1 comment
Add a comment
K
K
Khunwilko
Nov 04, 2008 11:09 pm EST

I understand that Qantas are advertising tours of this establishment.
I think this is a highly dubious offer especially in the light of this report from 2007/8

- http://www.careforthewild.com/files/Tiger_Temple_ThaiVersion_Final.pdf

ComplaintsBoard
S
4:20 am EST

Qantas Airways qantas staff are so unprofessional and rude

Qantas staff at checking counter are so unprofessional, rude not only that they lack class and decorum. I was travelling from Melbourne to Sydney and onwards to new York with American airliners, during checking at the connection counter at domestic airport the staff refuse to check my baggage to new York, according to her my ticket was not linked or part of despite the fact American airliner is part of one world and Qantas network. All my effects fail trying to explain to her that I have travel a million times with Qantas and American airliners and it was link on my frequent flyer and the airliner is part of Qantas network and she shouldn't have any problem tagging my baggage for the international leg. How she was so damn rude and unprofessional and god I couldn't believe her behavior/ demeanor, either she was new or she didn't know her job, all she did was just continuously argue with me, she just pick up the phone and was pretending to talk someone enquiring god knows what? and as if people are so stupid and they cant tell when you are exactly talking to someone in the end I just couldn't bear it all and I had to leave, upon making a formal complain with Qantas I still till to date haven't received any feedback or response on my complain, Qantas has become the worst airliner in terms of it staff attitude towards customers, I cant believe we as customers invest so much In the airliner and this is the service we get good on you Qantas keep up with this attitude and service and you will eventually run out of business..

Read full review of Qantas Airways
Hide full review
ComplaintsBoard
K
10:01 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Qantas Airways can't pre check in

I am flying with my 2 sons to South Africa and wanted to "Check In" online, because you have to stand in unbelievable queues at Sydney Airport. (All International flights stand in the same queue) Clicked on "Online Check-in" entered my "Booking Reference" and "Surname" On next screen selected "Check-In" Get to STep 1 of Online check in and it shows that I have already completed my check in and lo and behold, I'm "Saudi Arabian" as well. Phone Qantas - hold on for 20 minutes and get told my check in doesn't show as completed on their side and I'll have to check in at the airport. Doesn't matter how I explain that I haven't done any check in AT ALL and never mind my concern that someone has checked in ? - even have my passport no there and everything. All that matters on the 13 13 13 side is that I have not completed my "Check In" and nothing can be changed on their side and I have to check in at the airport. Now I have to write a letter of complaint and post it, because there is no Complaints email address AND I have to go stand in that queue for who knows how long, and hope that there isn't some other person who somehow has stolen my identity and I land up not being able to get on this flight tomorrow.

Read full review of Qantas Airways
Hide full review
ComplaintsBoard
B
2:59 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Qantas Airways service (or lack of it)

Business Class Flight from Melbourne to Nice. The departure in Melbourne was delayed for 90 min because the Entertainment System wasn't working (for appl. 14 seats). As a consequence I knew I wouldn't be able to get onto my connection flight in Dubai as planned. The announcements before landing were that the connection was changed and it would be via London instead of a direct flight. At the gate upon Arrival I was told to go straight to the departure gate where the new boarding pass would be issued. Well when I arrived there no one know about the change, there was nothing in the system and no one from Qantas to be seen anyway near. The duty manager tried his best, however as he wasn't Qantas staff his means were limited. In the end it was only 15 min before departure and too late to do anything. It was left to me to find out on which flight I would actually be on, turned out that I needed to wait 24 hours before I could board the next flight. Getting accomodation was painful as again there was very limited help from Qantas.
Now this was an experience flying Business class, I wonder how much worse it could have been flying economy with one of the cheap Airlines.

Read full review of Qantas Airways
Hide full review
ComplaintsBoard
C
10:50 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Qantas Airways Poor quality

Haven't visited Dubai many times visiting our daughter we were very pleased to be able to fly with Emirates for the first time on flight EK030 Heathrow to Dubai 24 May 2014. Excellent flight. Service was outstanding. Recommended to everyone. Unfortunately we were put on a Quantas flight for our return home and EK5109. 1st June 5.30 am Dubai time. The plane was packed and the seats seemed to be jammed in together. No comfort whatsoever. The toilets were inadequate for the number of people and all through the flight in one of the toilets there were no hand towel. The crew seemed to be too tired. There was also a lack of food with the crew running around searching for wraps etc. So I am afraid we have gone from most certainly booking Emirates again next time we visit Dubai to being rather concerned that we end up in a poor quality plane again. We felt this should be brought to your attention as it is giving Emirates a bad name.
Carol Hann

Read full review of Qantas Airways
Hide full review
ComplaintsBoard
P
8:38 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Qantas Airways seats downgraded yet paid for extra leg room, no reufund

We paid for extra leg room seats, $900 plus, the check in person changed our seats and said we should get a refund.
That was in Jan/Feb and we haven't even had the curiosity of a response. Since I use a cane to balance a little, they decided not to have me near an exit row, which I can appreciate, but at least refund the difference in seats.

Read full review of Qantas Airways and 1 comment
Hide full review
1 comment
Add a comment
S
S
snappps
Sydney, AU
May 26, 2014 1:53 am EDT

You can claim a refund here:

http://www.qantas.com.au/travel/airlines/refund-form/global/en

ComplaintsBoard
S
1:21 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Qantas Airways # airline

Qantas are a waste of money. On our LAST flight, the checkin staff were outright RUDE and we were herded like cattle on-board and de-planing.
Not a smile from any staff. The floor was a pigsty.
The trolley-dollies refused to break-up a party of 5 drunk boguns knocking into our seats for 40 minutes. The air was effluvia with farts.
Hot coffee spilt on my arm - the waitress didn't give a rats. "Well how did that get there" with surprise, and continued to pour coffees.
Qantas's reply to my complaint letter: "Thanks for your letter...we look forward to welcoming you aboard next time you fly with Qantas"! WTF? NEVER again. Last week they also cancelled my 195, 000 freq flyer miles because (their concealed clause) I hadn't flown with Qantas for 12 months in protest. WTF.

Read full review of Qantas Airways
Hide full review
ComplaintsBoard
S
8:48 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Qantas Airways excessive flight delay and substandard hotel stay

Dear Sarah, Australia was always a place I have dreamed of going to. I had no idea that the first few moments of landing in Australia would see me in tears. You will understand more of my experience if you read the letter below. I have had a heck of a time trying to get Qantas airline to admit to any wrong doing or give any reasonable compensation.
Everyone but Qantas airlines, realizes that the way my group was treated on our flight was unacceptable. The rent by the hour hotel that they tried to put us in was beyond my worst expectations... Yet it is like an impossible fight with Qantas because even if you get through to customer service you can't get "through to them". I just talked to customer service representative who told me they are not a hotel service and that based on where I was sitting I had the cheapest seat so they were justified in placing us at this hotel because we had the cheapest tickets at about $1850. That, in addition to a 26 hour flight delay, makes me frustrated and wondering how we can protect ourselves as consumers. New airline regulations are now in affect in my country to protect us. More protection needs to be done for people flying with this Australian carrier. Below is the first letter, the polite one, I sent them that didn't get responded to. The second angry letter did, and just further frustrated me with them because their correspondence keeps touting what a great airline they are without offering any real form of compensation. They also say that unless you are in a higher seat category, they will take 15 working days to respond to any complaints. I have never experienced such a classist company before. Shouldn't a person with a legitimate complaint feel better after dealing with customer service, not worse. Please help!
Dear Qantas,

QF12 09/08/2013 - VH-OQ6 (cancelled flight)
QF7012 10/08/2013 - VH-OQF (flight we actually took)

I am strongly complaining to you about my first experience with Qantas Airlines. I received literature from Qantas stating that "Qantas is committed ..." However, with Qantas, I experienced a 26 hour flight delay in the layover in Los Angeles coming from Vancouver on my way to Sydney. The initial 24 hours due to mechanical difficulty, then next two hours was caused by inefficiencies by Qantas. On the first day, after doing pre-boarding at 9:30 pm on August 9th in LA, I was kept on the plane till 4:30am of the next day, then waited an hour more for a shuttle bus that then drove an hour to a dirty flea ridden, hotel that appeared to cater to prostitutes and drug addicts, and the rooms smelled like vomit in Orange County called Santa Ana. Our group refused to stay there. I was afraid to sit anywhere in the lobby till while we waited for the bus to take us back and stood for three hours. One woman received mite bites, so I am glad I stood. Still not having slept, we had to wait till about 10am for the bus to pick us up and take us back to the airport. No dinner given on the plane the night before, nor was there any chance of getting food at the flea ridden hotel, which does not offer meals, but there eating area was so dirty, I would not want to eat there if food was offered. I heard from another gentleman on the plane that himself along with 3 busloads of others in our same flight class were taken to The Marriott in Newport Beach, Los Angeles, where they had nice beds and received nice meals.

Everyone from the plane was back to airport early that evening, and many from our group asked if we needed new tickets but were told we did not. Then when it was boarding time they decided to re-issue tickets for the entire plane, which took up an extremely huge amount of time, and when we finally did get on the plane, we were told we had to wait for another airlines, I believe it was Singapore Airlines, to unload luggage. This would not have been an issue if we boarded on time.

Other costs to me, I was late for my tour. I paid $2600 for this tour and missed two days. I incurred the following expenses to catch up to the tour. A $75 plane ticket to Tamworth, $150 for a one night hotel stay, and about $30 in charges regarding roaming, texting, and cellular data in order to connect with people from the tour and the friend in Sydney I could no longer visit who I hadn't seen in 4 years. I missed my one day in Sydney, plus an apparently amazing time at Hunter Valley and the Nundel Sheep Station. I was also informed by my tour company that if the plane arrived on time on even the second day, I would have been able to make the tour. I was stressed the whole plane ride wondering if I was going to make it or not due to the plane taking so long for the boarding process and waiting on the runway. I spent my first couple of hours in Sydney in tears, knowing I had missed the start of the tour after I spoke with the tour guide leader after we landed.

I am an e

I wish to offer you the opportunity to show you care. Please get back to me with a response on how you will reimburse me. I haven't expressed my views on social media yet, as I wish to give you the opportunity to show that you too are an airline that cares.

Yours truly,
Sandy Nina Kumar

Read full review of Qantas Airways
View 0 more photos
Hide full review
ComplaintsBoard
B
3:03 am EDT

Qantas Airways qantas staff didn't do their job

I travelled with Qantas Holidays. I have already written a complaint through Qantas website but since no answer. Your staff are incapable to give the correct info, resulted us arriving without our luggage since Qantas staff didn't do their job and same thing with coming back which they fail to put our luggage in the flight so we had to go home again with no luggage. It is disgusting and I am ashamed of being a member of Qantas frequent flyers.

Read full review of Qantas Airways
Hide full review
ComplaintsBoard
I
4:25 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Qantas Airways not responding to complaint / overcharge

I lodged a complaint Wednesday 4 July 2012 regarding a flight I missed with Qantas. Strangely enough it was because the flight actually left EARLY - appose to always late by Qantas. Flight was scheduled to leave 18:40 with an 18:20 boarding time. Arrived 18:24 at the gate to find the plane has already left. Excuse from attendant at gate: A big plane was coming in and we had to make way for it and as you were the only person not here we decided to go. This is after their flight the morning was 90 minutes delayed. I was then put on the later flight and true to form this one was late 15 minutes. Despite 4 written requests to ask for an explanation on Qantas website, I still have to heard anything. If you contact them you have to hold on for ages. Wherever I have a choice from now on, will not use Qantas and have no sympathy if the other airlines take their business as they are shocking. Loyalty counts for nothing if the service is pathetic. On top of this, a friend of ours made a group booking for 8 people online but instead of using my wife's birth name as per her passport, he used her call name as everybody knows her - birth name Sophie / call name Fiona - just the way her parents decided to do things. We wanted to do the right thing and change it but Qantas saying to this will be a $500 charge. Really! To change a name?

Read full review of Qantas Airways
Hide full review
ComplaintsBoard
T
10:55 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Qantas Airways cancellation of connecting flight

Booked and paid for return flights from Perth via Singapore to London only to find 48hrs before we left Qantas had cancelled ourconnecting flight Singapore-London without any notification. Tickets booked and paid for January 2012 departing April No apology, Customer Service from Qantas purported our fault and could not get us on flight as originally booked. Eventually flight that took 37hr to reach London via Sydney, Toyko, Frankfurt London. Totally unacceptable. Revised tickets were nearly $1500 less than originally paid and Qantas has kept money. Will not be flying with them again. Their standards are slipping and Customer Services need to be made accountable. Have written to Qantas and will be intersting to see how long they take to respond.

Read full review of Qantas Airways
Hide full review
ComplaintsBoard
S
9:17 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Qantas Airways customer experience

Dear Qantas

Your service to your customers has been dropping off ever since the industrial dispute. You are the most expoenisve airline in Australia, however you service has dropped to no better than the budget airline Tiger.

I am a business class traveller and you have lost my bags 3 times this week and delayed or cancelled my last 3 domestic flights. You are unreliable.

What happened to customer service and customer experience. You MD has lost focus and your politically you are no longer running Qantas to provide a quality service to your customers but rather run it into the ground for sale or partnership with some other organisation from overseas.

If i was an employee of this rag tag company, i would be extremely concerned. You are about to be fired, retrenced or as so many airlines have done to thier staff, you are going to not have a job and not even get your entitlements.

I have been a qantas customer since a small boy and been loyal for 30 years. Qantas just do not give a flying #$%^$ and really never have.

I get that qantas can treat the customers with such dis respect and well we as customers just have to deal with it. If you are employed by them then I feel ever so sorry for you. Qantas will burn you even worse than they burn thier customers.

Those long term employees out there that get the small discounted airfares becuase of your ability to put up with such a bad employer, makes sure you use it all up real quick.

Qantas is about to register for bankruptcy and they will burn the employees just as every other airline has.

I would appreciatte a response to my above e-mail

My qantas frequent flyer number is 3981836
My name is Steve Kurlin
My Address is Unit 20 / 5 Towns Place, Millers Point, NSW 2000
My Mobile is [protected].

Lets see just how well your customer service and account management is?

Your extremely unhappy and aware you are going out of business.

Steve Kurlin

Read full review of Qantas Airways and 1 comment
Hide full review
1 comment
Add a comment
G
G
Geof Wright
Sutton, AU
Feb 20, 2014 5:20 pm EST

I to have been overcharged for a flight and when you call the head office you get some stupid person who has no idea I am so pissed off that I am going to refer this matter to the local papers and media.

ComplaintsBoard
B
7:43 pm EST

Qantas Airways no compassion

My Dad fell ill and I had to rush back to Australia to try to see him before he died. I did not make it in time. In the process I changed existing bookings for my wife and three children. The telephone sales assistant told me that at the very least change fees and fare differences would be waived under the circumstances, if not some refund of the original fares. My later official requests after submitting all documentation such as death certificate etc were met with point blank refusal - no refund, no waiver of change fees or fare differences. Not one penny.
My siblings who flew home on other airlines were given refunds or had change fees / fare differences waived.

To add insult to injury, on the flight out, while I dealt with the news of my Dad's death received in LA in transit, a steward berated me because my 16 month old was crying and asked me, "where's the mother?". I was too stunned to respond.
I will never fly Qantas again if I can help it. Awful people.

Read full review of Qantas Airways
Hide full review
ComplaintsBoard
J
4:20 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Qantas Airways no refund

I paid $160 to Qantas for "extra leg room" exit row because I have a number of leg problems and when I got on board there was no such seat. I compalined to Qantas and got no reply. I wrote to Qantas and got no reply. I sent a letter of demand to Qantas and got no reply. I took them to VCAT, which only takes a few minutes and costs $37, and they immediately folded, though they gave me back the money plus costs just as it was about to go to court.
From now on I intend to take all unresponsive big companies immediately to VCAT or other State equivalent and I suggest everyone else does the same, as force majeure is all they understand. Next on my list are Jetstar, whose dysfunctional website cost me $80 for extra luggage I didnt want, and AGL, that has been incapable of taking a meter gas reading for the whole three years I have been here and just makes up usage figures.

Read full review of Qantas Airways and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
M
M
Malcolm Grant
US
Apr 27, 2022 7:57 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

I booked a return flight Melbourne to Bundaberg on the 12th April returning on the 20th April for 2 seats costing $803.92. On the 13th April we had to fly back to Melbourne from Bundaberg because of a family crisis & the cost of the transition i.e. cancel initial booking of return flight and book a new flight Bundaberg to Melbourne was $564. 48. I am strongly of the opinion that I am very much out of pocket & a refund should be forthcoming.

C
C
christos32
Melbourne, AU
Oct 16, 2011 5:25 am EDT

FYI for future reference, exit row seating is always on REQUEST, it doesn't guarantee the seat until you check in. Because if there is an emergency people sitting in these seats have to help assist cabin staff evacuate the plane. Meaning you have to be fit and able to do so. The decision to put you in an exit row seat is decided upon checking in which is at the discretion of the airline staff at the counter, and if you have a number of leg problems this may have been reason as to why you didn't get the seat. In saying this, Qantas should be charging you for the exit row if they aren't providing the service :)

ComplaintsBoard
N
12:42 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Qantas Airways service deterioration

So..Qantas are charging $30 excess baggage/flight. In a recent 2 week SYD_ADE_MEL_SYD, I have paid the $90. For this pleasure I have wasted 1hour, met @ least 5 embarrassed staff, struggled through 4 queues, and a system that doesn’t accept my National Australia Bank Visa Card..I am a Gold/Platinum Frequent Flier. Tonight one of two bags checked in the Frequent Flier centre, and for which I spent $30, queued in 2 queues for 20 minutes, and which wouldn't accept credit card payment at electronic terminal got lost. So, am I 1) happy, 2) recommending the cessation of life support for the ### at Qantas who instigated this change, or 3) feeling for the qantas frontline staff who have to handle these increasingly frustrating issues: hint - the answer is an even number.. B

Read full review of Qantas Airways
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
T
7:31 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Qantas Airways being charged 3 times for 1 flight booking

I have just found out that I was billed three times for a single booking for a Qantas flight. I spent 45 minutes on the phone with a Qantas representative in Australia who was unable to sort out my problem as all the credit card information for US booked flights is taken care of in New Zealand. Of course the New Zealand office was closed forcing me to wait. Meanwhile, my account is overdrawn incurring fees, my rent has bounced incurring a late fee. Will these fees be refunded by Qantas given that it's their error? I hope this isn’t how they regularly conduct business.

Read full review of Qantas Airways
Hide full review
ComplaintsBoard
R
10:12 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Qantas Airways excess baggage

I booked a flight Los Angeles to Sydney via Brisbane on frequent flyer points. The itenerary says I am allowed 2 bags from LA to Brisbane and 2 bags from Brisbane to Sydney. Qantas then put me on a Jetstar codeshare flight from Brisbane to Sydney and charged me $196 for the second bag. I called Qantas to complain and was told to call Jetstar. Called Jetstar and was told it was a Qantas problem. Both refuse to do anything. Think a suit for breach of contract might be in order.

Read full review of Qantas Airways and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
B
B
BryannaJ
GB
Jun 07, 2011 3:12 pm EDT

I feel your pain! We read about the charge online 2 days before we were due to fly back. So we called to see if we'd be charged for our return flight from LA to Sydney and on to Melbourne. My husband said, "Sod it!" we went online in the hotel and booked with this company Seven Seas Worldwide. We filled out the paperwork over the phone, paid a $70 or $80 USD deposit (can't remember) and shipped our stuff home - saved loads compared to the ridiculous fees they were offering! We have to wait a little longer for some of our stuff because it was put on a ship but it beats giving Qantas another cent! Shame on Qantas for letting us get all the way out to LA with 2 bags each and then telling us we had to pay to get our stuff home. The Seven Seas boxes were so big that my husband and I went shopping and loaded them up with goodies to bring back for everyone. They told us we could pack 30kgs per box so we made the most of it. Guess some good came of it after-all.

ComplaintsBoard
S
12:18 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Qantas Airways compensation for grounded flight

my wife and I received a $1200eu voucher for volentering to be delayed by 24hrs due to the A380 being grounded in Dec 2010 we had to get our own hotel sorted for the night, this made our stopover in singapore 3 days instead of 4 (we didnt actually receive the voucher until we left singapore. When we returned to the UK in Jan 2011 we were told we could send the voucher to the qantas branch in London who would pass it on to Sydney branch who would then return a cheque to us via the london office (we live 400 miles from london so popping into qantas London is not an option) This was in Feb 2011 and I was told 2-3 weeks before i received the cheque. I called qantas 3 weeks later and was told yes London had received my voucher and passed it on to Sydney and to wait 2-3 weeks... I called again last week (14/05/2011) and was told to E-mail customer services but it would take them 90 days to return the e-mail ? i spoke to 3 different people that day who passed me on from Sydney to New Zealand/put me on hold for 20mins/and finally said i'd better E-mail customer services. 1 of them also said that the office in London didnt exist ?

Read full review of Qantas Airways and 1 comment
Update by steve2catz
Dec 02, 2011 8:46 pm EST

All I can say is persevere, keep ringing every number you can find preferably from someone else’s phone it took me 6 months but I got a result in the end

Hide full review
1 comment
Add a comment
M
M
marie boland
Wednesbury, GB
Nov 23, 2011 7:38 pm EST

can anyone help i need to get a refund was stranded in Singapore had to rebook a flight with another operator when they grounded all their planes in October cant get through to Qantas just don't no what to do next

ComplaintsBoard
S
5:29 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Qantas Airways qantas - rip off for their own issues

I had to change flights for my inlaws due to a medical emergency. Tried to change through qantas website, it was giving an error. I then approached the qantas technical support and they confirmed through email that it is a known issue, we can call Qantas customer care and change the tickets without paying a service charge (Qantas got a service charge for calling up and changing through their customer care, It's a nightmare to get the calls to customer care, we were put on hold for an hour atleast to get through).

Spoken to them for a very long time, explained the situation, the customer care agent was blindly saying that she doesn't have any info about this error, she kept on asking for an error number and we said there is no error number, it's a stupid java exception with a very long message, She was saying, if there is no Error number, then it's not an error. We told her about the technical support teams email confirmation and asked her whether we can forward that email to her, NOTHING was acceptable apart from paying service charge or Go to their office with the details.

We went back to the qantas web support team and the person confirmed again and he said he will send out an email to their sales team and ask them to call us back. Waited for a day, nothing came through.

We then went Qantas office in Sydney with the emails and a print out of the error messages etc. They aknoledge that there is an error, but unfortunately they can't wave off the service fees! So frustrating, it's a medical condition and we didn't have enough time, so we paid the service charge to change the ticket.

I would like to take this to proper authorities to lodge as a proper complaint. Can anyone help me, which authority I can this in Australia?

I don't want to go back to lodge a complaint in qantas as I don't see there is any use in it. Appreciate any sort help/advise. Thanks

Read full review of Qantas Airways and 1 comment
Hide full review
1 comment
Add a comment
L
L
LT123
SG
Feb 21, 2012 10:40 am EST

I understand how you feel. Unfortunately I don't know which authority you can refer your case to. I just had to pay Qantas and let it be. I just wanted to talk about my terrible Qantas experiences too so more people would be warned:

My grandfather was critically ill and I had to change my flight. I wanted the flight change fee waived and the operator said it could be done. When I called back with a date in mind, a different operator said that I had to pay it first, then fill in paperwork and attach my grandfather's hospital records and fax it to the Qantas office NO LATER THAN and IMMEDIATELY upon changing the flight and paying the change fee. I was required to first call the office ahead of time to inform them that I would be sending something, then call again after to confirm they had received it. There was no guarantee I would get my money back and it could take weeks, as it would be under review. I was in so much personal distress I didnt go through with this ridiculous rigmarole designed to stop honest people from getting their stolen money back.

Recently, like an idiot I booked a Qantas flight once again and a few days later had to change my flight date. There was a consistent repeated error when I tried to make the change online. When I called the operator, she said I had to pay more to change over the phone, and I couldnt change it online because it was a multi-sector path. Singapore to Perth to Melbourne. Would anyone choose a multisector path if they had a choice to fly direct? At no point during my initial booking was I warned of this stupid rule. With all its profits it's obvious that Qantas could design an online system that is able to handle changes to multisector flights. Again, Qantas successfully bilks honest people out of their money. I've submitted an email complaint, the only type that Qantas is able to handle, and it would surprise me if I get a response, much less an apology, much much less my money back.

Qantas Airways Reviews 0

Looks like Qantas Airways has no reviews yet.
Write a review
Subscribe to receive notifications of all new customer feedback

If you represent Qantas Airways, take charge of your business profile by claiming it and stay informed about any new reviews or complaints submitted.

👉 Claim your business

About Qantas Airways

Screenshot Qantas Airways
Qantas Airways, Australia's flag carrier, offers domestic and international flights. It provides passenger transport, freight services, and a frequent flyer program. Customers can book flights, hotels, and car rentals through its website. Qantas also features a mobile app for travel management.
How to file a complaint about Qantas Airways?

Here is a guide on how to file a complaint with Qantas Airways on ComplaintsBoard.com:

1. Log in or Create an Account:
- If you already have a ComplaintsBoard.com account, log in. If not, create a new account to proceed.

2. Navigating to the Complaint Form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the Title:
- Summarize the main issue with Qantas Airways in the 'Complaint Title' section.

4. Detailing the Experience:
- Provide detailed information about your experience with Qantas Airways.
- Mention key areas of concern, any transactions with the company, steps taken to resolve the issue, the company's response, and the personal impact of the issue.

5. Attaching Supporting Documents:
- Attach any relevant supporting documents to strengthen your complaint. Avoid including sensitive personal data.

6. Filling Optional Fields:
- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

7. Review Before Submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it.

8. Submission Process:
- Click the 'Submit' button to submit your complaint.

9. Post-Submission Actions:
- Regularly check for responses or updates related to your complaint on ComplaintsBoard.com.

Ensure you follow these steps carefully to effectively file a complaint with Qantas Airways on ComplaintsBoard.com.

Overview of Qantas Airways complaint handling

Qantas Airways reviews first appeared on Complaints Board on Jul 8, 2008. The latest review Unforgettable Experience with Qantas Airways Limited was posted on May 16, 2024. The latest complaint no refund was resolved on Aug 24, 2011. Qantas Airways has an average consumer rating of 1 stars from 365 reviews. Qantas Airways has resolved 19 complaints.
Ratings on other review websites
Trustpilot
Trustpilot
1.4
725 reviews
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service
  1. Qantas Airways Contacts

  2. Qantas Airways phone numbers
    131 313
    131 313
    Click up if you have successfully reached Qantas Airways by calling 131 313 phone number 7 7 users reported that they have successfully reached Qantas Airways by calling 131 313 phone number Click down if you have unsuccessfully reached Qantas Airways by calling 131 313 phone number 10 10 users reported that they have UNsuccessfully reached Qantas Airways by calling 131 313 phone number
    14%
    Confidence score
    Australia
    +1 (800) 227-4500
    +1 (800) 227-4500
    Click up if you have successfully reached Qantas Airways by calling +1 (800) 227-4500 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +1 (800) 227-4500 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +1 (800) 227-4500 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +1 (800) 227-4500 phone number
    USA, Canada & Mexico
    1800 556 135
    1800 556 135
    Click up if you have successfully reached Qantas Airways by calling 1800 556 135 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling 1800 556 135 phone number Click down if you have unsuccessfully reached Qantas Airways by calling 1800 556 135 phone number 1 1 users reported that they have UNsuccessfully reached Qantas Airways by calling 1800 556 135 phone number
    Ireland
    800 122 0337
    800 122 0337
    Click up if you have successfully reached Qantas Airways by calling 800 122 0337 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling 800 122 0337 phone number Click down if you have unsuccessfully reached Qantas Airways by calling 800 122 0337 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling 800 122 0337 phone number
    Argentina
    800 892 3346
    800 892 3346
    Click up if you have successfully reached Qantas Airways by calling 800 892 3346 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling 800 892 3346 phone number Click down if you have unsuccessfully reached Qantas Airways by calling 800 892 3346 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling 800 892 3346 phone number
    Brazil
    1800 1611 0267
    1800 1611 0267
    Click up if you have successfully reached Qantas Airways by calling 1800 1611 0267 phone number 3 3 users reported that they have successfully reached Qantas Airways by calling 1800 1611 0267 phone number Click down if you have unsuccessfully reached Qantas Airways by calling 1800 1611 0267 phone number 1 1 users reported that they have UNsuccessfully reached Qantas Airways by calling 1800 1611 0267 phone number
    50%
    Confidence score
    Philippines
    +44 845 774 7767
    +44 845 774 7767
    Click up if you have successfully reached Qantas Airways by calling +44 845 774 7767 phone number 2 2 users reported that they have successfully reached Qantas Airways by calling +44 845 774 7767 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +44 845 774 7767 phone number 1 1 users reported that they have UNsuccessfully reached Qantas Airways by calling +44 845 774 7767 phone number
    33%
    Confidence score
    United Kingdom
    +64 800 808 767
    +64 800 808 767
    Click up if you have successfully reached Qantas Airways by calling +64 800 808 767 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +64 800 808 767 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +64 800 808 767 phone number 1 1 users reported that they have UNsuccessfully reached Qantas Airways by calling +64 800 808 767 phone number
    New Zealand
    +43 15 877 771
    +43 15 877 771
    Click up if you have successfully reached Qantas Airways by calling +43 15 877 771 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +43 15 877 771 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +43 15 877 771 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +43 15 877 771 phone number
    Austria
    +32 27 006 781
    +32 27 006 781
    Click up if you have successfully reached Qantas Airways by calling +32 27 006 781 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +32 27 006 781 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +32 27 006 781 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +32 27 006 781 phone number
    Belgium
    +45 43 314 976
    +45 43 314 976
    Click up if you have successfully reached Qantas Airways by calling +45 43 314 976 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +45 43 314 976 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +45 43 314 976 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +45 43 314 976 phone number
    Denmark
    +33 157 329 283
    +33 157 329 283
    Click up if you have successfully reached Qantas Airways by calling +33 157 329 283 phone number 1 1 users reported that they have successfully reached Qantas Airways by calling +33 157 329 283 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +33 157 329 283 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +33 157 329 283 phone number
    100%
    Confidence score
    France
    +49 692 9957 1421
    +49 692 9957 1421
    Click up if you have successfully reached Qantas Airways by calling +49 692 9957 1421 phone number 1 1 users reported that they have successfully reached Qantas Airways by calling +49 692 9957 1421 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +49 692 9957 1421 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +49 692 9957 1421 phone number
    100%
    Confidence score
    Germany
    +972 37 952 133
    +972 37 952 133
    Click up if you have successfully reached Qantas Airways by calling +972 37 952 133 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +972 37 952 133 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +972 37 952 133 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +972 37 952 133 phone number
    Israel
    +31 202 035 425
    +31 202 035 425
    Click up if you have successfully reached Qantas Airways by calling +31 202 035 425 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +31 202 035 425 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +31 202 035 425 phone number 1 1 users reported that they have UNsuccessfully reached Qantas Airways by calling +31 202 035 425 phone number
    Netherlands
    +47 23 024 649
    +47 23 024 649
    Click up if you have successfully reached Qantas Airways by calling +47 23 024 649 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +47 23 024 649 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +47 23 024 649 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +47 23 024 649 phone number
    Norway
    +7 495 641 5121
    +7 495 641 5121
    Click up if you have successfully reached Qantas Airways by calling +7 495 641 5121 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +7 495 641 5121 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +7 495 641 5121 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +7 495 641 5121 phone number
    Russia and CIS
    +34 915 421 572
    +34 915 421 572
    Click up if you have successfully reached Qantas Airways by calling +34 915 421 572 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +34 915 421 572 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +34 915 421 572 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +34 915 421 572 phone number
    Spain & Portugal
    +46 859 366 382
    +46 859 366 382
    Click up if you have successfully reached Qantas Airways by calling +46 859 366 382 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +46 859 366 382 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +46 859 366 382 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +46 859 366 382 phone number
    Sweden
    +41 445 111 237
    +41 445 111 237
    Click up if you have successfully reached Qantas Airways by calling +41 445 111 237 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +41 445 111 237 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +41 445 111 237 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +41 445 111 237 phone number
    Switzerland & Italy
    +90 212 251 1315
    +90 212 251 1315
    Click up if you have successfully reached Qantas Airways by calling +90 212 251 1315 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +90 212 251 1315 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +90 212 251 1315 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +90 212 251 1315 phone number
    Turkey
    +86 216 145 0188
    +86 216 145 0188
    Click up if you have successfully reached Qantas Airways by calling +86 216 145 0188 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +86 216 145 0188 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +86 216 145 0188 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +86 216 145 0188 phone number
    China
    +852 22 988 111
    +852 22 988 111
    Click up if you have successfully reached Qantas Airways by calling +852 22 988 111 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +852 22 988 111 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +852 22 988 111 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +852 22 988 111 phone number
    Hong Kong
    +91 226 111 1818
    +91 226 111 1818
    Click up if you have successfully reached Qantas Airways by calling +91 226 111 1818 phone number 2 2 users reported that they have successfully reached Qantas Airways by calling +91 226 111 1818 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +91 226 111 1818 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +91 226 111 1818 phone number
    100%
    Confidence score
    India
    +81 368 330 700
    +81 368 330 700
    Click up if you have successfully reached Qantas Airways by calling +81 368 330 700 phone number 1 1 users reported that they have successfully reached Qantas Airways by calling +81 368 330 700 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +81 368 330 700 phone number 1 1 users reported that they have UNsuccessfully reached Qantas Airways by calling +81 368 330 700 phone number
    Japan
    +60 327 133 911
    +60 327 133 911
    Click up if you have successfully reached Qantas Airways by calling +60 327 133 911 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +60 327 133 911 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +60 327 133 911 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +60 327 133 911 phone number
    Malaysia
    +966 114 772 228
    +966 114 772 228
    Click up if you have successfully reached Qantas Airways by calling +966 114 772 228 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +966 114 772 228 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +966 114 772 228 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +966 114 772 228 phone number
    Saudi Arabia
    +65 64 157 373
    +65 64 157 373
    Click up if you have successfully reached Qantas Airways by calling +65 64 157 373 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +65 64 157 373 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +65 64 157 373 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +65 64 157 373 phone number
    Singapore
    +27 214 273 128
    +27 214 273 128
    Click up if you have successfully reached Qantas Airways by calling +27 214 273 128 phone number 2 2 users reported that they have successfully reached Qantas Airways by calling +27 214 273 128 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +27 214 273 128 phone number 1 1 users reported that they have UNsuccessfully reached Qantas Airways by calling +27 214 273 128 phone number
    33%
    Confidence score
    South Africa
    +82 27 776 871
    +82 27 776 871
    Click up if you have successfully reached Qantas Airways by calling +82 27 776 871 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +82 27 776 871 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +82 27 776 871 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +82 27 776 871 phone number
    South Korea
    +886 225 092 000
    +886 225 092 000
    Click up if you have successfully reached Qantas Airways by calling +886 225 092 000 phone number 1 1 users reported that they have successfully reached Qantas Airways by calling +886 225 092 000 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +886 225 092 000 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +886 225 092 000 phone number
    100%
    Confidence score
    Taiwan
    +66 26 326 611
    +66 26 326 611
    Click up if you have successfully reached Qantas Airways by calling +66 26 326 611 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +66 26 326 611 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +66 26 326 611 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +66 26 326 611 phone number
    Thailand
    +84 283 910 5373
    +84 283 910 5373
    Click up if you have successfully reached Qantas Airways by calling +84 283 910 5373 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +84 283 910 5373 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +84 283 910 5373 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +84 283 910 5373 phone number
    Vietnam
    +971 43 898 111
    +971 43 898 111
    Click up if you have successfully reached Qantas Airways by calling +971 43 898 111 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +971 43 898 111 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +971 43 898 111 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +971 43 898 111 phone number
    UAE
    +56 228 179 500
    +56 228 179 500
    Click up if you have successfully reached Qantas Airways by calling +56 228 179 500 phone number 0 0 users reported that they have successfully reached Qantas Airways by calling +56 228 179 500 phone number Click down if you have unsuccessfully reached Qantas Airways by calling +56 228 179 500 phone number 0 0 users reported that they have UNsuccessfully reached Qantas Airways by calling +56 228 179 500 phone number
    Chile
    More phone numbers
  3. Qantas Airways emails
  4. Qantas Airways address
    10 Bourke Road, Mascot, New South Wales, 2020, Australia
  5. Qantas Airways social media
  6. Rachel
    Checked and verified by Rachel This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 13, 2024

Our Commitment

We stand for unbiased reviews

We make sure all complaints and reviews are from real people sharing genuine experiences.

We help resolving issues

We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.

We advocate freedom of speech

We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)

We ensure transparent and fair ratings

Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.

We care about your privacy

Personal details of reviewers are strictly confidential and hidden from everyone.

We are easy, free and open to everyone

Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.