Qantas Airways
reviews and complaints

This flight was cancelled on the 13th December 2021 and we were advised a Flight Credit Voucher would be issued in 24 hours.

I put a complaint to you on the 19th February 2022 and again on the 10th March 2022, but have not received any response to either of these complaints.

I spoke to Qantas approx. a month ago, I spent over three (3) hours on the phone, the outcome I was advised:

All of the credit vouchers used for this flight booking had been refunded back to the Cruise Line (Cruise Cafe for one voucher ($666.00), Qantas Voucher for ($208.87) and a refund to AMEX of balance of payment of ($122.45).

We have checked with Cruise Cafe and they have not received anything back on their Cruise Voucher. I have spoken at length today with AMEX and they have not received the $122.45 back, so it can be credited to my AMEX account. I have also attempted to re-use the remainder of the Qantas TravelPass No: [protected] of $208.87, without success.

This is now approx. 7 months since this flight was cancelled, and I still do not have a Travel Voucher to the value of $781.90.

QAN Cancelled flights QF15 & QF11 scheduled for 20 Apr.2020. Over 2 years later, we are still waiting for our refund.

See previous complaints sent: 6 May.22 #[protected]; 28 May.22 #[protected]; 30May.22 #[protected]; 10 Jun.22 #[protected].

The above are recognition of our complaint but, sadly, no action on refund.

QAN Americas seem powerless to issue a credit or refund. A lot of time spent on phone trying to organize a refund

We tried, many times, to call QAN while in Australia during April & may 2022. Staff could not find the above booking reference. Obviously, we travelled on the outward leg from JFK Syd on 12 March 2020.

This should be straight forward. QAN owes us the value of the return part of the booking.

Can you give us an estimate of how much longer this will take? I can provide contact details if required.

Gary and Glenda

See attached copy our booking reference

My name is Eric RIES

reservation [protected]

During my flights, I did not get the seats I payed for.

For exemple for the way back (flight n°91 on the 22 of June) I had the seats 28A and 28B instead of the seats 23A and 23B I bought.

I still have the bording pass for that flight.

Is it possible to reimbourse me?

Best regards,

Eric RIES

I am requiring a refund that was promised back on the 18th Feb 2022 at this time I was informed that it would take around 8 weeks to come through. I contacted Qantas again on the 28th April and was informed that the refund had been processed ,I have located 2 lots of refund 2 x $20 back to my Paypal account this is the extra leg room and $15 .60 Taxes I have also found on my credit card refund on the 10th of May for 2 x $8.34 and 2 X $5.00 I have no Idea what these relate to . I have now spoken to your staff 4 times on the Phone and I could not fault them for being polite and helpful and they all promised to get back to me the next day but never did. I have also receive an email from Qantas stating that this refund had been processes and that we had paid cash which was not the case it was paid for by a Mastercard ending in 0166 on the 8th De 2021 I have been through all my accounts and credit cards and the is no evidence of any refund to the value of $806.00 which is supposed to be the refund amount. This is beginning bug me so I hope you can assist regards Rod Coling

my flight from Mel to Lax on the 16/05/ 2022 on premium class I was served cold milk and corn flakes for breakfast, Now are you for real how the hell do you get away with crappy service like that.Champagne served in a plastic cup,Please get your act together Qantas. Abolish your premium class if you don't know what bloody premium means

I have an email trail re my application to have somebody respond .Your thoughts would be appreciated .Thanks

My flight details are booking reference 6QYYJ3 return flights to DARWIN .

My problem is i have not been able to receive a response after many emails to the Frequent Flyer area .

I am currently under treatment for Cancer and have been advised I cant fly due to the risk of infection re COVID ,as my immune system is at an unsafe level,being half of a safe measurement .

I tried to use the attached Credit Voucher to book flights to Aus to see our daughter. Could not do so online so rang the relevant number and spent an hour waiting to be connected. Eventually spoke to a woman based in South Africa, who had such a thick accent it was hard to understand her. The gist of what she said, apart from apologising that her computer kept packing up, was that the Credit Voucher had been archived and that she would have to issue a new one - why's that my problem? She "went away" to deal with it and never came back. We have not seen our daughter for nearly 3 years and Qantas just don't care and don't respond to emails... see below:

On Sat, 21 May 2022 at 12:18, Qantas Customer Care wrote:

Logo

Dear Stephen,

Thanks for contacting Qantas Customer Care. We are always keen to hear your comments as your feedback is very important to us.

Your reference number is [protected]

Whilst we are currently receiving a high volume of queries, we are committed to responding to you as soon as possible and thank you for your patience. For urgent travel or flight credit queries, please call us on 13 13 13 for assistance.

If you have further comments relating to your file or wish to add attachments, please reply to this email.

Kind regards

Qantas Customer Care

Qantas_Logo

_

Stephen Coyle

30 May 2022, 08:50

to Qantas

Where's my response and when are you going to provide me with a new credit voucher?

Stephen Coyle

43 Emlyn Place

Torbay

Auckland 0630

New Zealand

_

Qantas Customer Care

13 Jun 2022, 08:01 (7 days ago)

to me

Logo

Dear Stephen,

Thanks for contacting Qantas Customer Care. We are always keen to hear your comments as your feedback is very important to us.

Your reference number is [protected]

Whilst we are currently receiving a high volume of queries, we are committed to responding to you as soon as possible and thank you for your patience. For urgent travel or flight credit queries, please call us on 13 13 13 for assistance.

If you have further comments relating to your file or wish to add attachments, please reply to this email.

Kind regards

Qantas Customer Care

Qantas_Logo

_

Called customer service on 15 June 2022 regarding a Qantas promotion email of 2 for 1 Trip A Deal European tour/cruise. I was told no Qantas points would be awarded if I booked it through Qantas. I have now booked it with Trip A Deal and have been advised that there will be Qantas points awarded. Seems the customer service officer could not be bothered to check and just dismissed the enquiry and gave the wrong information, this is not good for Qantas' reputation.

When will I receive E-Ticket?

I booked on 10 May 2022 with Call Centre Customer Service, and I paid by Qantas Pass # [protected], $573.01.Booking previously made 20 minutes earlier 5ZYMXW cancelled and credit to be used by 31/12/23, according to call centre.

2/6/22. Checked Manage booking. It stated "Your flights have been changed, contact Qantas Office" I called call centre. Customer consultant said flights not changed and would email E-Ticket within 24 hours. I did not receive ticket.

4/6/22. I checked Manage Booking". Re-directed to Jet star GP215U. This stated"Complete your outstanding payment of $938.50 so we can confirm your booking"! I called Qantas, Consultant referred to qantas.com\quisportal which stated voucher now totals $31.03.She said an investigator will contact be in 7-10 days. Nothing heard.

We flew from Sydney to Melbourne on Saturday 11 June at 9-00 am on flight QF 427. Our luggage did not arrive along with more than half the people on the flight.

We spent 2 hours at the airport waiting for the luggage, and filing a lost luggage complaint and then spent the entire afternoon shopping at our expense for essential items as we had certain engagements set up.

On Sunday we spent the day trying to track the suitcase and at 7 pm tonight we are still waiting for it.

We are loyal Qantas customers but I have to say this has totally ruined our weekend in Melbourne. We fly out tomorrow.

It is beyond belief that half a plane load of luggage goes missing between Sydney and Melbourne. I will certainly be rethinking which airline I will be using in future.

I purchased tickets for my wife and I from expedia. Your Airline confirmation code OPJBVJ. Ticket numbers [protected] and [protected]. These were for a return on 3/28/20 from New Zealand to Reno, Nevada. Due to Covid we did not make the trip to New Zealand. We were issued a credit that was valid for only 1 year. Due to many lock downs in both Australia and New Zealand we were unable to use the credits, in addition last yea,r due to Cancer surgery, I was unable to travel. I attempted to use these credits this year but were told the Credits were canceled, they were for 1 year only. Each credit was about 2134.00 USD. There was no possible way to use these credits in 1 year due to the pandemic and frequent lockdowns by many countries.

I have contacted Qantas by telephone and by email about a refund and still have not had a response. Sure I got reference numbers to show that it is the system but that means nothing if they don't bother to follow up.

I have spent a frustrating one hour and 18 minutes trying to get through to someone about a refund. The person I spoke to was very helpful but he had to put the call on hold while he checked out why I had received a partial refund. Two minutes into the hold the system passed me onto the survey questionnaire and the call was terminated.

I am not blaming the person it is the system that timed out and I did not want to wait another one to two hours before I could speak to the next available operator.

The situation is a partial refund of $94.08 was issued on the 4/05/2022. The correct amount should have been $458.99. This was for a return journey from Emerald to Brisbane which had to be cancelled and re-booked at a much later date. I read all their rules on refunds and there is nothing in the company policies that accounts for the partial refund. Adequate notice was given and according to their own rules I should have received a full refund.

Consequently 2 months later I am still waiting for the rest of the remaining funds of $364.91 to be refunded..

I need to go to England soon as my sister is ill, I have had Frequent Flyer Points since November 2014. I entered all the information, and it would not accept, I contacted customer service, and she said I can't use my credit card and frequent flyer points . Just want to confirm this before I go to consumer affairs.

I know it's hard to book tickets at the moment, so its important resolve this as quickly as possible, before I miss out

Today Tuesday since morning

When we arrived in manila we waited for our baggage for 25 minutes, after that a qantas representative came and advised us that our baggage had been left in australia. The qantas representative got us to fill out a lost baggage report, and took a photo of our passport. We were then told that our baggage would be forwarded to our destination, on friday the 3rd of june 2022. We arrived just after midnight on the 2nd of june. My baggage had a name tag on with my email address and phone number. To date I still have not received any communication from qantas.

According to my Visa Credit Card statement, on 20th April 2022, 2 transactions were made, by Qantas Airways (EC Mascot). They were processed on 26th April 2022 for the amounts $109,49. (Total $218.98).

I contacted Qantas, by telephone, on 30 May.

I queried why these two transactions had been made.

The lady told me to be reassured that these amounts deducted from my credit card was an ongoing issue, for Qantas, and I would be reimbursed these amounts within 7-10 days.

I travelled From Canberra to Delhi via Melbourne on 30th May 2022

Flight no QF 1511 and QF 69.

I had checked in Three bagage at Canberra but received only two bags at Delhi.

Bag tag nos. 1. QF 596120

2. QF 596138

3. QF 596156

I have received bag no. 1 and 2. Bag no 3. QF 596156 is missing.

After a lot of searching missing bag report was filed

booking 5LU7V4

flight 138 christchurch to sydney cancelled ,( so dissapionting when other things are planned for that day , and thats why we booked an early flight ) then placed on another flight later at 2.30, we were on that flight for 50 mins before we even received a drink , not happy , also it was mothers day , and no staff ever mentioned mothers day .

At Sydney airport , we then waited 45 mins to collect our bags , so the other connecting flight we were re booked on , we missed, then quewed up to rebook another connecting flight . I believe Qantas should of given us a bottle of water or a meal voucher

Because of the unpleasant experience , You need to know we would not be happy to ever fly qantas again

Previous to this my mother visited from Perth , the day she was leaving (Again on an early flight ) her flight was also cancelled

Another very un happy customer

Julie and Larry Bracher

Ref No:4841394

Dear Wayne,

RE: DPRPERQF96438

Thanks for you filling in and returning your Release Form.

I can confirm that your payment of AUD899.00 was processed around 08 Feb 2022. As such, we ask you to kindly destroy and dispose of your damaged suitcase, if you have not done this already.

Once again, on behalf of the team at Qantas, we apologise for the inconvenience experienced and look forward to welcoming you on board again soon.

Hi Stephen,

Please see attached copy's of my statements for the account and you will see there has been no deposit from Qantas in February at all? I can go right back further if required

I have also attached the form with the account number it was supposed to be deposited into.

Regards

Wayne Finlay

I arrived at JHB airport 23/05/2022 at noon to book into the international flight to Sydney. The flight QF64 was delayed, An hour later another announcement of delay and so on until 8.30 in the evening when the flight was cancelled.

I was finally allowed to leave as I had my own accommodation which I arrived at very late and when I woke the next morning I had to make a snap decision as to whether I would be in time to catch the Emirates flight. I had 15 minutes from being in bed to jumping on the Gautrain to the airport. If it had not been for smart clear thinking family I would not have been on the substitute plane to Dubai.

10 hours flying to Dubai, about 10 hours in Dubai and then 15 hours to Sydney. At no stage did a Qantas employee try to help me or offer to change my booking from Sydney back to Ballina. Once again a family member stepped into help, and got me onto a flight to the Gold Coast and paid for the flight. I had done my original booking on a Business Class Ticket and it had cost me a lot of money.

Starting back at Johannesburg after the cancellation, the distances we were expected to walk were huge, back to immigration, back to luggage collection and back into a holding queue. Of course by the time we were given permission to leave the last Gautrain had stopped running.

I am 78 years old and by the time I got to Dubai I really was close to collapse and sitting there I had no idea how I was going to get back home to Lennox Head. Fortunately by the time I arrived in Sydney my daughter had provided me with details of a flight to Coolangatta, for which she paid.

I am a Qantas Club member of 30 years and this is really testing my loyalty.

Perhaps if Qantas paid more attention to the business of flying and less time on the myriad of 'discount' offers. Insurance of every kind, health, motor, wine, electrical goods, and the list goes on and on. I'm happy with my Medibank Private, Happy with my NRMA membership, Happy with Dan Murphy. Just please give me better service when I'm flying with your airline.

You have asked for respect, no capitals and no offensive language, but I would also like to be treated with respect when I travel with Qantas.

Perhaps Qantas should advertise that they are an airline for young computer literate people only. Believe me trying to do all that is required after a cancellation is not easy for an older person.

Yours sincerely,

Doris Heslop [protected]

doris. [protected]@gmail.com

Had to travel urgently as my dad was ill. Usually, use the call centre at Qantas to make a booking. After waiting for 4 hours, decided to do an online booking, as the prices were increasing and seats were limited. We received further news from my family, after the booking, that we would require more time abroad. Called Qantas customer service to amend the booking. After waiting for 4 hours we abandoned that call. The following day we spent 3 hours waiting for the customer call centre to answer, only to be transferred to a centre in Fiji. The person changed the bookings, however on receiving the final itinerary realised that there were drastic changes in seat and travel class allocations, which was not explained and was incorrect.

Once again we had to get this rectified and after waiting for 5 hours on the telephone, we were again attended by a person from Fiji who stated that there was nothing that could be done and we just had to honour that ticket. The next day we spent a total of 7 1/2 hours on the telephone talking to a person in Cape Town. She was very competent in getting the entire travel itinerary changed ( something the person from Fiji could not do), but required a further course of $6000 for my child, and $8000 for my wife and a further $8000 for myself. Frustrated, I explained that this was ridiculous and I cancelled the entire flight, leaving me with 24 hours to book on another airline. I have yet to receive the full refund and it is more than 2 months since.

We have filled in the necessary documentation and are still waiting. It seems that the service from Qantas has deteriorated so much that we are forced to travel and support other airlines. It is a shame after so much of the taxpayers' money is gone to bail out the airline.