Qantas Airways
reviews and complaints

In June 2020 I purchased two tickets for flights to Australia reference as above total cost £2632.12 in addition I reserved 2 seats at a cost of £171.58 a total outlay of £2803.70. Due to covid these flights were cancelled by Qantas and I accepted a flight credit rather than have a refund as I was entitled to. I rebooked in may 2021 but once again these flights were cancelled by Qantas . Once again I rebooked but due to the state government in Western Australia insisting a 14 quarantine period at my expense would be enforced I had to cancel this ticket as well the next time I went to rebook the amount of my flight credit shown online was £2252.04 a reduction of £551.66 with absolutely no explanation from Qantas to explain the difference. Now despite literally hours on the phone and promises to call me back which never materialised I am unable to even see a figure for my credit online. On my last call I was informed that I could not call customer care as they do not have a no or indeed email address that they can be contacted on. At the time of the original cancellation Qantas promised no fees would be levied for changes or cancellation due to covid. All I want is for my money to be refunded in the form of a flight credit and to be contacted by email or phone to be advised that this has been done . Qantas customer care has been nonexistent throughout no way to run an airline

My name is Eileen Hukins. My husband is Terence Hukins. My email is [protected]@hotmail.com. FF number is 2242722.

My husband and I were booked to travel on JQ746 from Launceston to Sydney at 9.45 am on 19th September. At 4.00 am on that date I received a text to say the flight had been cancelled. An email followed at 4.32 am.

In desperation, and half-awake, I booked, via Qantas, Jetstar flight with booking reference 6HDRM5.

Shortly after that, after talking with my husband we thought about the lateness of the newly booked flight and decided to cancel as we were concerned that it too would be cancelled and we would be left stranded without accommodation.

I went on the website and cancelled the flight and asked for a refund. Qantas has however charged me for this flight.

We did book an earlier flight with Virgin. Interestingly, this flight was about an hour late. Virgin apologised and explained that due to a technical issue the original plan could not be used and a replacement plane was found. How different to Jetstar!

We also found out that Jetstar had, in fact, booked different flights for other passengers - also on the Virgin flight and without additional cost to them.

We are both distressed and upset re this. The original flight was booked on points and my husband would like those refunded also. I paid for the second Jetstar flight and cancelled soon enough for those seats to be sold.

As a long term frequent flyer I am unhappy with what has happened. We have always tried to book Qantas wherever we can because it was reliable. Not anymore it would seem.

Please advise re the potential for the refund of the cost of the two tickets.

My Jetstar flight (JQ7) on 17/9 was cancelled and we were transferred to a Qantas flight (QF6410) earlier on the same day, already disrupting our plans and causing us unnecessary stress and frustration. Upon boarding the flight, my son threw up as he was feeling nauseous and experiencing a case of motion sickness. We were then disembarked from the flight and told that the next available flight would be on Monday (19/9). This matter has caused so much difficulty for me and my family. I am now left stranded for the next 2 days with my two small kids (7yo & 11yo respectively) here in Melbourne. I am exhausted of cash, and I now have to find my own way to manage transport, meals and accommodation for myself and my kids. Furthermore, my kids and I have to skip school and work on the Monday, and we have no time to recover from jet lag or this whole ordeal. My son was perfectly fine after the vomiting and has remained so until now. It was a one-off event. If we were not asked to come off the flight, we would now be on the way home and back to our normal routine. Therefore, I seek appropriate compensation for the emotional and physical distress caused by me single-handedly managing my little ones in a foreign country – penniless and all alone. Even if the airline was simply following protocol, they have made no arrangements to ensure our safe stay in this country while we wait for our flight. They simply dumped us at the airport and left us to fend for ourselves, which I find extremely irresponsible. You owe a duty of care to passengers in this scenario, and that has failed to be met. I hope we can come to a reasonable and mutually beneficial conclusion. Awaiting you speedy reply.

Regards,

Subashini Jane Antony

Booking reference : 6QE4LL

Mobile No. : +[protected] (Aus) / +[protected] (Msia)

Email: [protected]@gmail.com

I'd booked a flight from Canberra to Fiji for 2 adults leaving on 24 September. A few days before leaving I was checking my flight information and discovered my Canberra to Sydney flight had been rescheduled but arrived in Sydney after my Fiji flight departed. I rang the assistance number. After a number of hours of getting cut-off I was told I had 3 options: 1) A 6am flight to Sydney (would have to get up at 4am to arrive at the airport on time), 2) Cancelling my Canberra to Sydney flight and be reimbursed (and find another way to get to Sydney) 3) Cancelling all flights and rebook. I chose option 2 and booked a bus to Sydney. About 1 hour later I received another call from Qantas telling me now I only had two options. The original options 1 and 3. When I looked at cancelling and rebooking the whole trip from Sydney to Fiji, the original price from Canberra to Fiji was $2,281 to rebook from Sydney to Fiji it was going to cast me over $5,000. If I hadn't checked my flight details I would have arrived at the airport and been told I was going to miss my flight to Fiji. As I was originally told there was an option 2, I should be reimbursed for the Canberra to Sydney flight. I think it is grossly unfair that to rebook it would have cost me more than double the original price so it wasn't an viable option. How can a passenger rely on Qantas if this sort of stuff-up can happen?

In January 2022 I spent many hours on the phone organising my flights to Cairns from Sydney and then Darwin to Sydney. The first flight was to leave Sydney on 13/7/22. It appeared all was sorted. Then on 4/7/22 I received a message from a "Varindeer" on the number +[protected] to call her back re my flights. I rang a couple of days later and she informed me that I had to pay $600.96 or I was not going to travel. I told her about it being "sorted" in January. She was very haughty and was adamant that if I didn't pay that was it. I told her about my credits which I had all the info on emails and she said they didn't count. I was very worried that I would not be able to fly so I paid. In hindsight I should have asked for a supervisor and fixed it then. I have all paperwork showing credits (which are more than what I had to pay) and I have a copy of the voicemail on my phone that was left on 4/7/22. I have always flown QANTAS in Australia and am very upset at the way I was treated by the very arrogant woman in India.

on 15th august,i booked with qantas a flight to sydney & return to thailand costing $1,580.69. as I was booking on line my time for booking said I had no more time for booking. so I attempted same booking with more care. I than found I was charged for 2 bookings. my booking is 6KS4BN. I cannot recall the other booking number that was charged to me. i contacted qantas by phone (at a great cost to me) & this person had assured me the return of money for the double booking. i today have my statement from ANZ & does not show any refund,only the 2 bookings. now this is costing me more money as with interest charges on this extra booking. i had to wait untill today as the date for my statement. I am not in a position to have wasted. please treat this as urgent. i am flying out this sunday,so i would like to have peace of mind to this matter. sincerely yours, geoffrey basett.

Firstly I want to compliment the professional manner in which all of your customer service personnel have conducted themselves particularly as my frustration has mounted however their help seems to have been very limited as they have had to defer from department to department. On the 7th Sept I put flight 6ch2q7 into credit on the advice of Qantas as I needed to change the return flight but as it was on points I was advised to put the whole trip into credit. I then booked flight 6R8DJE for the flight to Sydney and waited for the credit amount to appear on my account so that I could book the return flight. The credit amount disappeared into a black hole as did the points to be returned. After a week of phone calls to Qantas I got the points back and Qantas was able to book my return flight for the 8th January 2023 by reissuing flight 6ch2q7 but since then nothing has shown up on my account. Today I have been told that the ticketing department can't issue the ticket yet due to high demand and I still can't see either the new booking or the extra credit due and I have had no email with details. Your system of credits and booking seems to be in a terrible mess. Previously Qantas has been so easy to deal with and I have sung your praises but this last week has totally changed my mind. I would have thought that your systems would have been fully automated but currently you have real holes in your system. My experience with you has been totally unsatisfactory. You need to pay the board less and upgrade your systems!

Airticket paid for and not used, managed by the Australia consulate repatriation team, during covid lock down April2020, has not been refund despite unlimited communications.

Seats were filled (overbooked) and written acknowledgement the cancellations prior to flights by consular and flight centre.

Original airticket: RIPTBE 22April2020

Value ZAR 18368.30 ~ AUS$1850

Subsequent customer centre reference #'s: [protected]

Newly made "fictitious" airticket done for 28Jan2023: QZWQZY or 55myygas

meant to have allowed the qantas finance department to process the refund.

Our checked bag didn’t arrive in Melb on Monday 4th July from Perth. Bag contained clothes for myself and my two boys (6&8) for the week (flew back to Perth on Sunday). I had to purchase clothes for my children and I including a new suitcase to bring items back to Perth. We were in Melb for my sisters 50th (I had to buy an outfit for this special occasion). I checked at baggage services in Melb on departure and back in Perth on return and the suitcase is still missing. After no communication from Qantas as to my bags or my entitlements, I spoke to customer service twice and was advised to submit all receipts to claim the items that I needed to purchase for our week long stay in Melbourne.

QANTAS NOTES

QF772 Monday 4 July Perth-Melb

Reference: MELQF14738

QF777 Sunday 10 July Melb-Perth

MELQF14738

Lodged a Baggage delay complaint submitted Thursday 7 July -

Rang Customer Service number twice while in Melb to enquire about compensation amount and was advised as long as it was within reason to submit my receipts - no one could give me a $ figure.

Receipts for items purchased in Melb

12 July - Submitted receipts to Qantas on Tuesday 12 July $980

25 July - Resent follow up email 25 July as nothing from Qantas

26 July - Heard back from Qantas offering $180, responded saying not accepted to receive another response offering $180/person (3). Didn’t accept as I spent close to $1000 with a suitcase to return home costing $280 (cheapest at Strandbags).

28 July - Submitted claim for lost luggage 28 July (3.5 weeks) $1764

3 August - Followed up again Wed 3 Aug

8 August - Followed up on 8 Aug (5 week since flight)

12 August - Called [protected] # on Fri 12 August 2022 on phone 25 mins and told the claims dept would call me back within 1-3 hours but no call.

13 August - Email from Qantas asking to submit documentation. Advised Qantas via email I’d already submitted on 12th & 28th July.

Followed up via email

17 August

21 August

26 August - Called & hung up on after 26 mins on hold rang back 2nd time - 40 mins. Advised will receive email in 48-72 hours

Follow up email

30 August

4 September (response received advising ref number is now invalid)

5 September - Phone call as all ref numbers invalid (inc MELQF14738) advised I’d receive an email or call.

8 September- Email response from Mary Grace advising $180 max compensation for delayed baggage. I sent a reply and once again received an automated message that my ref no was missing (it was in the subject line and email) or invalid and the email & information would not be retained. Another phone call now required.

I received a travel pass credit for $1815.55 for travel that could not occur due to Covid in 2020.

I booked a trip to Cairns in April 2022 for travel in late August. In July l received an email l received an email saying there had been an issue with payment for this. I was told that my Travel Pass did not have enough money in it to cover the cost of this trip. I was told there was only $89.00 available. I have been trying to get an answer to way this is so since early July. I have spent at least 27 hours on the phone to Qantas only to be told my issue is being investigated. They are unable to tell me when the Pass was accessed and were l supposedly travelled to. Obviously l didn’t get to fly to Cairns in late August and am still waiting for an answer despite being told l would hear back within 5 working days.

Hi

I had done a booking for my Mother in law, -booking under PNR- 5CD9IN (email [protected]@yahoo.com) booked on 21st Aug/22 for sector BOM-BLR-SYD, this ticket how ever did not reflect her family name.

Full name: MRS SUVARNA LALITRAI SANGHANI.

Noticing this error was due to frequent flyer name, I called Qantas on 131313 on 30th Sep 2022.

The staff mentioned there is no possibility to enter a family name on a ticket that has been issued as its an international sector. She will have to cancel the booking 5CD9IN and reissue a new ticket. Issued under BOOKING REF: 5H5SXU (email [protected]@gmail.com) and cancel request raised. I was advised there will be no additional charges except the additional costs of the ticket price change as its reissued.

I have however received an email and have spoken to one of your staff (Lulu) that I will have to pay cancellation fee of INR12000 + 5% GST as I have decided to cancel the ticket and she is sorry if misinformation was provided to me. My decision factor to reissue the ticket was no further additional cost added to the ticket.

On 6th Sept 2022, I flew from Coffs Harbour to Melb via Sydney (QF2109 and QF455) with 2 pieces of luggage weighing less than my allocated amount of 32kg.

As I had 2 pieces of luggage within the correct weight instead on 1 that weighed 32 kg, I was charged an additional $100.

I would like to complain about a) the weight limit of 1 piece of luggage and b) request reimbursement of the $100 fee.

I have been a Qantas frequent flyer and club member since 2004 and have been a very loyal Qantas customer during this time.

I find the limit of 32 kg for ONE piece of luggage an occupational health and safety risk for a woman of my age, slight build and height. I am not in a position to lift 1 x 32 kg piece of luggage on my own without causing a major injury. Thus I had 2 pieces weighing under this limit

I request that you give consideration to this issue and suggest that 32 kg be the maximum amount for total luggage and not just for 1 piece. I am sure there are many other people in my situation who could benefit from a change in this guideline

In light of the above I would like to request reimbursement of the $100 fee that I was charged yesterday. I have a copy of the receipt.

I look forward to hearing form you and a favourable response.

Many thanks

Cathy Lengyel

[protected]

The following (1) is my original email I sent after a trip to the UK for my dad's funeral. This email was sent on the 7/4/22.

I have since received and responded to a few basic and unsatisfactory replies none of which gave me any answers to my questions and resulted in my final reply on the 15/8/22 (2).

I have not received any response since my final email.

1 Ref No: [protected]

My travel was an absolute nightmare actually.

When I landed in Heathrow, my connecting flight had been cancelled and they wanted to put me on a flight which didn’t leave for another two days. I couldn’t wait that long to get to my family, so I had to hire a car at my own expense and drive 4 hours to get home after a flight of 24hrs AND after trying for 5 hours to try and retrieve my suitcase where I went back and forth between T3 and T5 multiple times, attempting to contact Qantas and realising that Qantas have absolutely zero presence in Heathrow at all. I finally gave up and left with literally the clothes on my back.

After wasting at least 20 hours trying to get through to Qantas customer service to have my bag delivered, I finally spoke to lovely Heathrow worker who then arranged for my bag to be delivered 2 days before I returned.

I had pictures of my dad that I had specifically framed etc. for his funeral and things I needed to give my mum. All of which was wasted as I didn’t have these things in time for my dad's funeral.

I’ve been working nonstop since I returned to Australia and simply haven’t had the time to wait to speak to someone when you try and call because the wait time is always several hours.

Please advise if I can receive any compensation for my cancelled flight, hire car and lost luggage (I had to spend several hundred pounds buying clothes, shoes and other necessities)

2

I honestly can say that I’m speechless at this response.

You can clearly see the many attachments that I sent with my last email, and I think I have made it very plain that I wanted a response for ALL of my questions. This included my delayed luggage, and compensation for my cancelled flight as well as the car hire, I had to pay for.

Your email has simply proven to me that Qantas have absolutely no regards for their customers and instead of taking responsibility, you’ve simply sent a lackluster answer and palmed me off again.

Please forward this email chain and attachments into your formal complaint process.

It is absolutely disgusting that I can’t receive a comprehensive answer from anyone in your Customer Service department.

Dear Qantas Complaints Department, I m a retiree and my wife Jan has terminal Cancer. I have been her sole carer since February 2022. My Sister in Law decided to give me a break from this very stressful work so I could visit my adopted daughter in Indonesia to see her new born baby. While in Indonesia I got word that Jan's condition had deteriorated badly and that I must return quickly because my sister in law could not cope. I tried to book a new return flight and could not get the website to accept my credit card, so I called Qantas Australia International number to book the flight over the phone. My original flight was paid for using points. I was told the only flight was on Monday night and that it would cost $1900 for the one way flight after seeing a cost of $860 on the internet. The girl I spoke to finally brought the price back to $860. I am asking Qantas to refund the $860 to my listed credit card because this is an emergency and as a retiree I cannot afford the $860. I have been a regular flyer with Qantas to Indonesia for 15 years before Covid struck. Please show some mercy. Don +[protected]

We would really appreciate a formal review of our additional fare costs from Perth to Adelaide on 22 August 2022. I am a wheelchair user following a MVA in 2000 when I became a quadriplegic as I sustained a spinal cord injury with associated health issues. I also now have diabetes and a hearing impairment. I am unable to manage early or late flights. My wife is my carer.

I telephoned Qantas in early August to find out if there was any additional leg room available other than in business class or exit rows as apart from my disabilities I am 195 cms tall. I advised the booking officer of my special needs and was told that we were eligible for a carers concession across all Qantas domestic flights. The booking person had been prepared to make a booking for us at the time, but we were unsure of our timetable.

I later booked our flight with another operator for 21 August 2022 which we understood included a reduction for my wife who is my carer. Unfortunately I felt that the operator lacked understanding and operating knowledge of my special needs for boarding/seat allocation etc. Apart from disability and boarding requirements we were asked to provide my wife’s Centrelink details which was done. Given my special needs and fare reduction we believed that calculations of this initial booking would be visible and have been retained. [Booking reference number 5BRQ62] The ticket charges were for identical fares of $1455.39 each totalling $2910.78 which did not reflect the value of each persons ticket including a reduction for carers concession. We have found this misleading in trying to ascertain which actual fares these calculations were based on as there is no historical data available to us for fare matches. It would seem the fare initially used was around $1940.

On 20 August I rang Qantas to change these flight bookings from 21 August to 22 August. I was unable to change the booking on line with my complex needs. The fact that I was in a wheelchair and travelling with my wife, who is also my carer was communicated to the booking person from the outset. My wife was with me during the conversation and attests that I referred to her as my carer. I had diarrhoea and while the condition was well managed I was uncertain whether I could safely travel the next day. I do not recall any attempt to verify if any passenger details regarding special assistance etc. had changed.

I understood from the operator that some fare costs were unavailable on that day and I was put on hold while assistance was sought. This occurred several times throughout the call.

My wife and I had initially expected that there should be no fare difference and were extremely surprised that we needed to pay an additional $1029.08. From the subsequent booking reference (same number 5BRQ62) the total cost was $3939.86 which is the cost of 2 normal fares of $1969.93. We were very reluctant to agree to this substantial additional cost, but acknowledged that it was not the time for dispute as the operator had already been off line and conferred with colleagues/supervisor several times. We also both needed to be in Adelaide the following day for essential medical appointments. The total time for this call was close to 40 minutes.

We arrived at the airport early on 22 August 2022 and advised customer service check in staff that we were not happy with the fare difference as no carer concession had been given. We were very extremely grateful for the support of the service staff including a very senior manager who all confirmed my understanding of carers concessions and undertook to provide assistance by contacting several Qantas finance booking personnel in Sydney. Unfortunately there was no evidence of resolution and our check in was continued. We were advised to follow up the issue more formally when we arrived home. It took more than 1 hour 30 minutes for us to move through booking and security check ins.

I was told that a fare reduction for carers payment was not made because it was not requested. We maintain that it was as my wife was identified as my carer from the outset. We also believed that it had been taken into consideration at the time of the original booking and we are sorry that the original Booking Reference lacked transparency which would have made it easier for all of us.

It has been extremely disappointing for us that this has happened. We have been loyal supporters of Qantas flying internationally and domestically and most of these trips have been memorable and trouble free. Our last trip was in August 2019 when we travelled business class on a Dreamliner to London for the cricket at Lords. Unfortunately Covid has limited our ability to safely travel. This latest trip was because we were returning home after visiting our son and his wife in Perth. We were able to consolidate my wife’s frequent flyer Gold Pass and plan to return to Perth later this year when our grandchild is born.

While we acknowledge that Qantas has had significant staff turnover and misunderstandings do occur, it would be good if consideration could be given for a dedicated position with disability knowledge to handle the more complex booking needs of people who require special assistance.

Kind regards

Chris and Helen Tippett

Booking # 6MP8JE

Flight number QF694

Date 01/08/2022

Time 5.45 pm

This flight was delayed as a result we missed our connecting flight to Dubai.

This then made us 8 hours late arriving in Birmingham.

As a result the car we had arranged to pick up was canceled.

This is the emails i have sent and received.I booked a car hire with you back in may my itinerary number is [protected]

Confirmation number is EXP(B)[protected].

We were delayed in adelaide so we missed our conection to Dubai so we were going to be late to pick our car up at Birmingham.

I phoned the office at Green Motion in Birmingham to advise them i will be late,

I rang from Melbourne Twice to let them know when we will be arriving 24 hours before we were due to arrive,I was told it had been recorded and i will have to pay an additional £36 ( that i didn't mind)I was given a number to call (+[protected]) the person's name is Romin.

When we arrived at Birmingham Airport i rang the number and Romin answered he said he didn't know anything about the late pickup and told me to call back in 10 minutes, I did and his number was switched off.

I went to the office and it was closed.

At this point its 21.30 we are stuck at Birmingham Airport with no transport. We got a taxi that cost us £100.

I then in the morning got another taxi back to the airport another £100.

Got to the office and was told by a very rude man that you had cancelled my booking.

He said we shud of called you to change the pick up time (Your car will be held for you for a period of 2 hours after the booked pick-up time. If you are likely to be late, we advise that you contact the local car hire branch directly.)

But as you can see this last passage is from your rules and regs that states we have to get in touch with the car hire branch.

The rude man said he had no record of me phoning the office the day before. I have still got the phone record to prove i called the office.

We had to get a car from him at a much greater price.

And with an extortionate deposit.

When we got to the car it was the car we had originally booked. Hey had told us the car had been sent back to the garage.

I feel i have been treated very bad on this occasion and i am requesting a refund in full as i did all that was required of me to inform the car hire branch of my late arrival.

Look forward to hearing from you soon.

PAUL REEVES

The responce i got was.image

Hello Paul,

Thank you so much for sending all of the information, I would like to begin explaining how our prepaid or "pay now" reservations work:

For the type of booking that you have, "Pay Now" or prepaid you get one of the best rates in the market and the guarantee of the availability of the vehicle for you to use during the rental period.

Since we have stopped offering this preferential rate to others, these types of bookings, are not usually subject to modifications (date/time/location, etc) or cancellations.

However, they have exceptions, In case of extenuating circumstances your booking can be refunded, please kindly notice that this is subject to approval and may require documentation, the following are as stated:

Military duty

Jury duty

Medical circumstances

Death in the family

Now, upon checking your bookings "Rules and restrictions" I was able to find the following: "Your car will be held for you for a period of 2 hours after the booked pick-up time. If you are likely to be late, we advise that you contact the local car hire branch direct"

This means that your booking would only be held by 2 hours, we advise you to call them and see if they can hold your reservation in case you are being late but it is entirely subject to their approval.

While I do understand your frustration about this whole situation and the difficulties you have encountered, unfortunately we will have to respectfully deny your request, the reason behind it is that your situation does not count as an extenuating circumstance and while I do understand you called them to let them know you were late it was entirely subject to their approval if they could and would hold your car, as the grace period had ended and it was after your rental we cannot provide a refund.

While we know you may be disappointed by our decision, it is based on sound business practices that allow us to be fair and consistent.

It is advised to consult the Airline directly for alternatives or possible compensations for the troubles this modification resulted in.

Kind regards,

Jose

Customer Care

CarRentals.com

Re tickets no’s

[protected]

[protected]

I wish to lodge a complaint with regard to the about tickets Mel to Dubai. On numerous occasions I attempted to obtain isle seats as I have a bladder complaint and was told that I would have to wait till check in to get the seat required I feel that we were treated as a 2 class customer because we were a Qantas customer

I had flights booked for myself and my partner from Port Macquarie to Sydney on the 3rd Sept 2020. QF2171 @ 1335.

I had another flight from Sydney to Brisbane the next day on 4th Sept 2020

QF510 @ 0835.

These flights were cancelled due to Covid and I received credit vouchers.

for booking references WGBKMN and WH7BAY.

Yesterday I tried to book flights from Port Macquarie on the 9th Sept and return on the 12th Sept. The website did not recognise the credit booking numbers so I rang and spoke to someone who promised to sort it and call me back today. That did not happen so I rang today and after 1.5hrs of Christina trying to work it out the call disconnected. Not by me. Rang again and spoke to Kesa who arranged new credit vouchers 6J6YUS for $566.46 but the second one voucher no. 6IUPGB was for only $288.23. So there is an error. I asked for this to be escalated to a team leader as I have been on the phone for 3 hours today. I was put on hold music and ten minutes later the call dropped out. Why did my original credit vouchers need to be reissued meaning I could not process my new flights online and why is my partner one short?

My Frequent Flyer number is 6548950. I and my family have travelled with Qantas many times and up to now have been very impressed with their service. However after submitting a customer care form requesting a refund for a seat selection on QF12 on 21st March. I was emailed a response on March 24th stating that it would be dealt with as soon as possible and given the reference number [protected].

FIVE months have now passed, and although I have emailed again several times and called a number of times I have not had this matter resolved. My last call lasted about half an hour and just when all details had been checked, the call had been cut off.

Prior to the above mentioned flight I originally booked seats for my husband and I and paid the amount requested. The next day I changed the booking to exit row seats upstairs and paid the difference. The amount disappeared from my account to be replaced about a week later. I contacted Qantas to check and was told that my seats were definitely booked and the money would be paid later. Several months later I checked my booking and discovered our seats had been moved to exit row seats downstairs. I called to be told this was definite. On check-in prior to the flight I found that there were to be no exit row seats and we were just sat in seats down the back of the plane. We chose this flight and this date as we were convinced our long trip home would be as comfortable as possible. It was not to be! We did not have any choice of seats at all , despite having paid for them.

Dear Qantas, I acknowledge broadcast receipt of email from your CEO today. I would like Mr. Joyce to know about my situation to understand the depth of the problem with Qantas customer service. In September 2019 as a gold member (1501503), I proactively contacted Qantas to explain that I was about to undergo back surgery and would not make the requisite flights to retain my membership status, yet I was assured given the circumstances I would. I supplied all of my medical records, yet was downgraded to silver at the next anniversary. Despite significant follow up, nothing changed. Given the situation, I reverted to using teams meetings online instead of flying interstate. I can live without the Qantas club, but I am still annoyed about the poor customer service I received and lack of follow through on what I was promised being delivered by Qantas, hence I find the apology infuriating. If you check your online records you will see what I mean. I am sure this email will not go anywhere, but it is the stuff at the coalface that matters and easily goes undetected. Disappointing, sincerely Terry King, Head of Sales for Rail First Asset Management, Home address 34 Seaview Road Lynton, SA 5062, FF #1501503, member since 1997.