Qantas Airways
reviews and complaints

Qatas flight ref#UP5FP3 cancelled. 13 Sep 22 a request was made for a refund. I was told a refund of BHT 21460 would be paid into my account in 6-8 weeks. This did not happen and I was advised that a new Ref#6YUZR6 needed to be created for the payment to be made. This was done and I was told a payment of BHT21460 would be made in 7-14 days from 2 Nov 22. Again this did not happen. I have now spent an hour with a consultant who at the end told me he could not do anything as he was in Reservations and that I should follow the route I am now following. I told him that I had no confidence that I would be contacted given the number of times I have had calls cut off by Qantas staff. In desperation I have now tried this route.

Passengers John and Rosemary Gillett Freq Flyer #'s 4817054 and 8896672

• Beginning of May 2022: Qantas cancelled flight on booking ref 6GSN6V, no alternative flight was offered, so refund was offered, unfortunately the original credit card used for the booking was no longer available as it was cancelled due to fraud.

• 23 May: Initial customer care emails sent regarding the refund

• 16 June: after several phone calls getting zero useful information, I was advised I needed to submit statuary declarations as the refund could not be issues to the original credit card, these were submitted on 16th June as soon as I was told they were required.

• Called again 24 June, 8 July: no useful information

• 11 July: I am finally told the refund process takes 6-8weeks from submitting the stat dec, before I would receive said refund. At the time I checked and was told everything was in order with the stat decs and it was a matter of waiting the 6-8 weeks

• 1 August: went overseas

• 11 August: 8 weeks after stat dec submitted still no refund

• 16 August: another customer care email submitted [protected]

• 8 September: I’m still overseas but had an email and told to call Qantas which I did costing me $10 from Telstra, but told the team I needed to talk to wasn’t available, emailed again

• 15 September: still overseas another $10 to Telstra, finally told the refund had been approved and would be credited to my credit card within 7-10 working days. At this time, I checked with the lady on the phone Qantas has the correct credit card details for the refund.

• 30 September: email to customer care asking why my credit card had not credited, after waiting 11 working days.

• 6 October: email back from customer card advising that a stat dec etc had to be sent, clearly someone had not looked at the details, I emailed back advising how disappointed etc I was, as this was sent 16 June, advised 16 July everything was in order with the stat decs.

• 13 October: I emailed asking for an update

• 14 October: customer care email to advise my refund had been ‘expedited’, again no one has blocked at the details as I was told 15 September the claim was already approved?

• 26 October: email from customer care advise my refund has been approved again, and to wait up to another 21 business days for the refund. Emailed customer care to ask why another 21 days

• 6 November: emailed customer care again as no response

I phoned to claim the amounts and have received an email rejecting my claim.

My wife and I flew from Perth to Melbourne on 5/11/22 (QF10) and returned on 21/11/22 (QF765) My Booking number was 2HF7MW at a cost of $1,282.99 paid on 14 Sept 2022.

I have attempted to copy the booking pages, but it has failed.

I have a credit with Qantas which they are refusing to give me. Placing obstacles at every turn. To me it looks as though they just not a company with scruples. (sis, terrible ). Will not deal with me directly. Refuse to deal with Flight Centre who are trying to help me. You say that I must deal with STA Travel from whom I bought the ticket, but knowing full well that worldwide they have gone insolvent. This suits you now, as this is an excuse for you not to do the right thing. Shame on you.

J. Beitz

Flight Res Nbr UYSDZ8

Ticket number : 081 [protected]

Booking Number: 511571 (STA)

On flight #11 from Sydney to Los Angeles on 11/03/22, both of our business class seats were broken and did not recline. We had to sit upright for the entire 14-hour flight. Another couple at the ticket counter adjacent to ours also were told that their business class seats were broken on the same flight. Too many broken seats in business class. Qantas Airlines needs to attend to their infrastructure and fix broken seats, etc... on their planes.

On the 3/9/2022 I went on boeing 787-9 jet from sydney to vancouver bc, candada. Qf oo75. On bording your airline I paid for premium econmy. When I sat down, I found the foot stool tape to the wall. I asked the flight stewed about my seat she said I agree to the broken seat I said why would I agree when I did not know that iit was not working plus why I would say yes two a broken seat when I paid more money. So, I could have more room to. Being able to put my feet up for the long trip made it hard for my poor husband to me having to try to put feet on his lape as my feet were swelling up bad, I sent you an email asking for a refund, but you said sorry for the trip but no refund.. I rang fair trading and they said that because I did not get what I paid for I should get a full refund. I have pictures of the tape foot stool.

I will be filling out a form to fair trading and contacking the today show and the press. Its not fair when you trust qantas to do the right thing.

My ref. No.[protected] please do the right thing

We arrived at 5.15 pm this evening on a qantas flight from Sydney to Perth on the 7th November on QF651 and one of our suitcases was damaged. We could barely drag it to the car - the side of the suitcase is dented and one wheel has gone missing. Not even sure if there is any damage to the contents within the suitcase.

Michelle Peters - [protected]

BOOKING REF: 5RDF2E

On 14 May 2022 I booked a BA flight Aberdeen/Heathrow on the Qantas app for flight BA1307 on 05 Sept 2022. I received a Qantas booking reference number 6PLPKU the same day. (BA are international Code Share partners with Qantas.) I paid with 10,000 Qantas points plus $27.76

In early July I received an email of cancellation from Qantas. No alternative flight was given or suggested. I rang Qantas and they said I would have to find my own flight.

On 13 July 2022, I found an alternative BA flight on 05 Sept. It cost me GBP 274.78.

I have complained to Qantas Care about being dumped and they responded with a pre printed standard email which said it was important that Qantas advise CHANGES straight away and that they could see that they had done that.

I followed up and rang Qantas complaints on 26 Sept 22 and said that I wasn't happy with their written response. I was told my concerns would be passed on. I have heard nothing since.

had to rebook a canceld flight

reference no 67B99Y and was charged $533.30

I have all ready paid in full for these flights

was told that it would be refunded in 3 to five days still has not happend that

was on the 26 AUGUST

have contacted qantus 6 times and been put on hold and then hung up on after a hour

THIS is now got to the stage of rediculas

My name is Lynette Burke Qantas pass flight information no PKHJNVI frequent flyer no [protected] have been attempting to access and use my Qantas Pass for eight months and 15 phone calls with no results no return calls that were promised would happen every time and no return messages. It has cost me hours of my time and at great expense, with international call charges, and up to now I still cannot access or use our own money on the Qantas pass. There should be $2592.66 in that account that we are unable to use or access. Checked just now and we only had $580 in that account there is over $2000 missing. All we know is we cannot access or use any of this money that is in this account for future flights. I am worn out phoning as I am getting nowhere is there anyone there a Qantas that can help me to sort out this mess? After all this time all we want is to have access to my own money by returning it to my bank account instead of the Qantas pass that we cannot use or access. Thank you. Lynette Burke

Booking reference 5qycti

travelled from kempegowda intl/blr to sydney/syd

by qf68 and sydney/syd to brisbane/bne qf528

the food was not international satandared

the mnue what i asked was not given as it was not available or change...The steardess said sorry can't do any thing about it. This was on the 12th of october 2022.

As i arrived in sydney as per my declration, i was directed to the cutoms counter no:15. The officer there was very rude and she did not explain why she was removing the papper corn and safron powder. This was organic. She just waved to me to take away the luggage.

Then i noticed the box was dammaged it was broken

there was no luggage space on over head cabin, i had to keep my backpack under the seat.

Brisbane the we dont face such rude behaviour overall. I have traveled atleast 6 or seven times since 2009 to australia.

Hope you will take note of these

thank you

Dear Qantas team,

Firstly, I would like to explain what happened. At the beginning of this year I was planning to buy a ticket for my mum to see me in Sydney. She is based in Vienna. I found the ticket and booked it. Unfortunately, I was login into my account and accidentally bought the ticket under my name booking reference [edited] It was an honest mistake so I tried to call Qantas customer care and spent 6 hours on phone call. Nobody picked up! (I was reading on google that if you call within a certain time Qantas customer service could help - Obviously that wasn't true.) After long 6 hours It was around midnight, I was exhausted and upset so I cancelled the ticket as I couldn't get any help from anyone. I received the credit saying it must be used within a year. This whole experience caused me lots of stress. After a long night as I couldn’t sleep in the morning, I called Qantas customer services again. I spent another 4 hours on the phone waiting, at this point I was exhausted and stressed. Some lady finally picked up and told me she can't help me with anything, and that I need to book another ticket for my mum. So, I did even though I was so upset. Another 1600 Eur (2,500Aud)! She said I can use the credit for my next travel so I thought ok I can use it later. She knew I was in Sydney and never mentioned the credit you can use from country of origin. I left it, now when I want to use my credit for my next travel, I'm not able to book. I spent another hour on the phone with another lady and she was pretending to help me, but outcomes weren’t there. She suggested that I complete the complaint form and get 300eur back WTF. I told her no as I'm not going to lose my money. This is not acceptable! I have to say I never came across any company like this with that bad customer service who doesn’t find the solution, doesn't help and only wants to keep people’s money. I only want to use my credit to fly from Sydney to Vienna and back.

Look forward to hearing from you.

Regards

Lucia

Date 10th Oct, Time 2.30PM.

Disembarked from flight prior to standard time WHILST IN THE AIRPORT AND THRU security. Staff members JASMINE AND HER SUPERIOR CHRIS BURKE provided no customer service. Jasmine was hostile after I held objection to her refusing to allow me on the flight. The plane doors were still open and in my opinion Jasmine offloaded myself a checked in client 10 mins to departure, had she followed procedure of offloading at 8min prior to departure, which her supervisor advised was the standard at this airport then I would have been able to board. Had Jasmine not made this error at her own judgement then she would not have been defensive and then aggressive in her management of the situation. Even in her phone call to me, a check in passenger, she started the call with you have missed your flight. In fact her call was not to see if I was a patron struggling in the toilet or with a young child in the airport but rather to tell me she had off loaded me and that was that. I could see her make the call, WHICH WAS 11 min to departure time. On further management to this Jasmine lacked empathy and customer service. She did NOT find the next AVAILABLE FLIGHT. I highly doubt she is incompetent but rather suggest she was flustered by this situation and thus not trained properly.

On request to speak to her superior I was further insulted to find that Chris Burke, Jasmine's supervisor was dismissive, hostile and provided no assistance in resolving the situation. My complaint was not heard, my clear distress was not managed or even acknowledged.

On top of all this my first flight for the day was severely delayed and as a consequence I was unable to attend a craniofacial surgery as per my professional role. The consequence of that situation was also very poorly managed and the rest I was on an earlier flight that I was disembarked from.

This was NOT heard by Chris Burke. This had not been communicated within your business that I was returning to the airport in a close timeframe to get on an earlier flight.

As such I will now be seeking compensation for all costs associated to the not postponed surgery. Loss of theatre time and costs of travel/loss of income.

Flight from Hawaii cancelled at short notice (Jetstar). Tried to cancel the flight and get a refund, though Qantas claim they are not responsible and absolved themselves of any liability; this is after Jetstar told me that they have no visibility of the booking, and that Qantas was the receiver of the payment.

Qantas were incredibly non-empathetic about the whole thing, even when I tried to explain the situation to them. Not a care in the world. After basically wiping their hands of my plight, they signed off the communication with "we hope to see you flying again with us." What a joke. Total ignorance and arrogance from a company that knows they have the monopoly and could care less about their customers. They must be making an absolute fortune in not refunding customers due to cancelled flights.

Hello,

I am very frustrated with your service and inability to resolve my issue.

This has gone on for 5-6 weeks...different stories every time we ring. 6 times you can listen to the recordings if you wish from both my husband and myself.

Today we got to a supervisor Nica...who then cut us off. This is our limit.

My name is kathryn Bromley QFF 2526138

Booking Reference 6AKOSF

Flights QF 1 26/7/22

Flight QF2 8/8/22

Flight QF 2 14/8/22

WE booked and paid for our flights on April 1 which is in the period of the double status points. You have now achnowledged and paid the double status points for my Husband. His FF is 0938268 Peter Bromley

This has to be resolved...we are very loyal Qantas Customers

My mobile is [protected] or my husband [protected]

Thank you in advance for your help

Kathryn Bromley & Peter Bromley

I have called Qantas three times in the past hour to attempt to book flights using flight credits. I spoke to someone the first time but then was cut off. The second time I ended up being directed to the customer satisfaction survey! And on the third call I spoke to a woman who quite clearly was utterly inept. I was attempting to book from Sydney to Bangkok to Koh Samui return. Not only had this woman never heard of Koh Samui but she asked me for the airport code - never have I experienced such inept service. Then instead of the conversation continuing I ended up being directed to the customer survey again. To say I am seriously annoyed about this appalling service is an understatement.

02/10 QF8020- thru to PQQ via QF4812 then QF2160

bags checked thru to PQQ at Manchester-not Priority tagged

delayed flight QF8020..QF 48QF481212 only slightly delayed but bags last off at Sydney resulting in missing connection by 15 minutes, and having to wait for another 6 hours at Sydney airport.

requested assistance in Sydney..told to hang around..no offer to use Q lounges or vouchers. Direct expenses incurred at Sydney and for car parking.

Late arrival at PQQ, car flat battery and pushed car..did Calf muscle ..now incurring medical expenses and can't work.

No Duty of care re warnings of exertion post flight -( on any of the flights).

additional flight/trip duration added to exhaustion and possible injury.

Flight partner on QF8412-had seating beside service bay aisle seat..consistently trodden on due to curtain in way by staff but never by passengers-contributing to fatigue.

trip travel time from Manchester 1600 hours 2/10 to approx 1630 4/10.

this was all booked on Qantas portal so I should never have missed flights.

This is a really long travel trip...you have internal staff systems but do not apply these to your customers.

Booked flights on 21 September for travel Melbourne to Bali Ref:69XVTQ. Ticket didn't seem to be issued properly, I had errors when logging into my Qantas account so called the Call Centre, he then confirmed that the tickets would be issued and they were having an internal error so everything should be fine now - great (so I thought). It's been two weeks and 5 phone calls later and they don't know what's happened to the tickets STILL, money has gone and I'm ticketless. They told me to just re-book, prices are now unaffordable to me and what are they going to do, keep the money from the other tickets that should've been issued to me? Absolutely horrendous service from Qantas

Flight booking 6PX4AW was made on 18 August 2022 and a flight coupon/voucher was used to pay for it. The ticket was not issued and we called to ensure it was processed on 14 September. The Qantas operator did a mistake and instead of getting the ticket issued, cancelled the booking and refunded us. They then rebooked the flight on 14 September (minutes after realising the error) but did not process the voucher, resulting in the ticket being cancelled for non payment on 18 September. We keep calling (now 30+ outgoing calls) but Qantas not willing to assist - keep getting Fiji Call Centre who claim they cannot assist and have to talk to Sydney Australia - which we cannot as in UK. We have urgent legal/court hearing in Melbourne on 14 October and need to be on our booked flight on 12 October. URGENT ASSISTANCE REQUIRED

Booked flight in March for 5th of October flying LAX - Syd-Melb paid for seat selection, booking consists of 2 people selected seats together on an window isle. 5JG112

Flight now LAX -Melb.

We are now in a middle row not even seated In The same seating lot! For a 15hr flight it’s bloody uncomfortable enough but to be stuck between two people you don’t know and your companion not next to you stinks!

I booked these flights 6 months ago selected my seats on a nearly empty plane so WHAT WAS THE POINT! I’m angry as your flight is the most uncomfortable seats I’ve experienced and no leg room unless your under 5’5 and now you’ve taken away my choice of who I sit next to and where I sit. I rang and was told nothing could be done! Except ring back 24 hrs before flight, I’m on holidays I’ve already waisted several hours on hold etc to be told ring again! I’m sure the other people on the flight didn’t book there seats 6 months ago! There fore they should be moved .. first in best dressed.

I WANT SOMETHING DONE ABOUT THIS ITS NOT GOOD ENOUGH.