Qantas Airways
reviews and complaints

I need to make a complaint against Qantas Airways which prevented my sister boarding a flight at Brisbane this morning, departing at 5am for Sydney, then onto Auckland. We have not seen each other for 5 years and she was coming to help celebrate my 80th birthday next week. After being on the telephones all day today to NZ Immigration and others, it now seems that Qantas check-in staff at Brisbane did not follow the correct procedure before refusing to allow my sister (a New Zealand citizen) to board the aircraft. She called me this morning in NZ at 6am in a distressed state to tell me about this and to say she would not be arriving in Auckland where she was due to board a flite to Nelson, where I live. We both have health problems and have both been looking forward to her staying with my wife and I for a couple of weeks. We are both pensioners and the expense my sister has gone to is not small. It seems my sister was turned away at the Brisbane check-in because of some small discrepancy which could have been rectified with a call to "Border" instead of NZ Immigration. I am making this complaint myself as my sister has returned to Hervey Bay in Q/land and is far too upset to make the complaint herself. She is extremely angry and so am I over this. Qantas has destroyed a reunion my sister and I were both looking forward to very much.

Terence Jackson. [protected]@yahoo.com.au

Why can you not book a flight using Flight Credits online instead of ringing

local office. So far I have been waiting over 5 hours for call assistance.

I am calling on the 19th March 2022

I would appreciate a response

i went to purchase a one way flight using a flight credit originating from 2020 only to find the fight would cost me $400 more than if I made a completely new booking!

this is disgraceful

WITHOUT PREJUDICE

Dear Mr Joyce

i fully aware of the burden that CEO has at this time, but is a political investigative journalist i can appreciate this, however i had 302000 points with Qantas and you canceled them in november 2021 when you very well knew it was pandemic and permits for travelling abroad were hard to be obtained.I am writing this as a courtesy email as a true Australian i love Qantas but this over did it.

I can just imagine how many other people you did it to, i guess we will find out , i kindly ask you to restore my points so i can use them as time during pandemic should not count for points to expire you must agree with this, i know they say no publicity is bad publicity but really is this true spirit of Australia.?

I dont know if you will get this email but someone in your organization might, you are not my subject of investigation but that you made me upset that you did, ball is in your court.

With kind regards

Jack M Samardzija

[protected]

my frequent flyer number is [protected]

Hello

My flight reference number is 5SIGNM. The booking involves return flights for Janice Clark from Brisbane to Hobart and the return flight.

We have been notified that the flights have been changed.

I have visited the Qantas.com/manage your booking site and am unwilling to accept the changes. I am concerned about this being changed again as this impacts care hire and motel bookings. WILL THIS BE CHANGED AGAIN?

I am unable to have that question answered. I have waited on the 131313 number for 3.5 hours and there is no fine print to answer the above question.

Please contact me on [protected] or [protected]@mail.com.au.

I booked a flight on 11 March 2022 from Brisbane via Sydney to Nadi Fiji. I had all the appropriate paper work for Fiji, International vaccination certificate, accommodation details, return journey details, and a declaration certifying that I had undertaken a RAT, my result was negative and that this had been certified by a Nurse as per Fiji Airways requirements. The international part of my journey was from Sydney to Nadi which is a Qantas/Fiji Airways code share. I was advised that my luggage would be forwarded on to Nadi and that there would be no need to collect my luggage in Sydney and that I would be entitled to a complimentary transfer from Sydney domestic airport to Sydney International airport. My documents were rejected by Qantas on the basis that the International vaccination certificate was folded and that RAT did not satisfy Qantas requirements (even though I was not travelling internationally with Qantas). As a result I had to collect my luggage at Sydney Domestic airport and travel to Sydney International airport at my own expense. When I checked in with Fiji Airways all documentation was accepted no problem. I nearly missed my flight from Sydney to Nadi as the Qantas flight from Brisbane to Sydney was late. I want compensation for the taxi expense I incurred from Sydney Domestic Airport to Sydney International airport and an apology for all the extra stress I was caused.

Hi, I booked a flight from my qantas points Darwin to Melbourne for 2nd April 2022 1:20 am and it got canceled, for what I called the qantas team over the phone on 12th March and rescheduled to 1st April 2022, which didn’t worked for me so I just cancelled and according to customer service operator over the phone that my points will be refunded in 24 hrs and will give me call a back next day to confirm it and book a new flight for me. Which never happened and never got the points back yet. When I called qantas team again on 13th march 2022 and I was told that it will take around 7 days. Which made me feel really disappointing and I have to book another flight with points that I’m not able to do until I get the refund.

from 2020 when my trip was cancelled due to corona virus I've being trying to get a refund or travel voucher since then after booking again for 3 more times and cancel again due to the virus we came to a total of $1909.91 AUD

after so many attempt from me calling Qantas to try to book for Easter this year I was told its going to cost me another $300AUD or more to fly to Brisbane .

i would like to know my rights to solve this problem looking online for a return ticket to Brisbane for two adults leaving on the 06/04/2022 returning on the 19/04/2022 it comes to a total of $1624.64AUD

i was told that i need to contact quantas to book but its a long waiting time on the phone the only time they gave me an option to call me back they cut me off while i was waiting on hold

this is being going on for the last 2 years please advise me what to do next

thank-you

I received an email on 10/3/22 advising that my Booking reference: 6PABK3 had been changed

I had booked a flight from Melbourne to sunshine coast on 24/6/22 at 1035am which had been changed to 840am

This change did not suit me so i was required to call the service centre Ph: 13 13 13 to discuss my options as this flight was booked using frequent flier points.

I made my first call at 833am and after being on hold for 1hour and 32 minutes i was cut off. (I have a screen shot of the call length). I then called back at 1036am and was on hold for 3 hours and 30 minutes before a representative answered.

I explained that the change didn't suit me and requested to be put on the jetstar flight that was departing Melbourne on 24/6/22 @ 1025am.

The representative put me on hold for another hour before returning to the call to advise she had made the changes.

I advised that in total I had spent 6 hours on the phone to rectify a change that was made by the airline. I also offered empathy to the situation the representative was in as it was not her fault but I requested that she provide feedback to her team leader.

After 6 hours on the phone, I was unable to discuss my booking UMEJQD where I am seeking a credit or refund as we are no longer able to travel due to financial difficulties.

I have had numerous experiences where I have been on hold for more than 1 hour or sent emails that have been unanswered. I have record of all of these communications that I will attach.

This level of customer service is completely unacceptable. Customers should have easy access to customer service to follow up enquiries.

A further contact regarding our complaint posted to you on the 18th February 2022 regarding a travel voucher for an airfare that was cancelled on the 12th December 2021. The travel voucher was supposed to arrive to us within 24 hours (that was what we were told by the Qantas operator). We have not received this voucher now, at 10th March 2022. We are attempting to travel to the Eastern States yet again, now that the WA boarder is at last open, but need this voucher to do the booking.

Please have someone contact us to get this voucher ASAP.

My husbands flight from Cairns to London, departing 7 March via Darwin is delayed in Darwin for 25 hours ( and counting). Qantas have only given the passengers a $50 food voucher to be used in the hotel after much negation from the hotel manager. This did not even cover breakfast and lunch, let alone dinner, the flight is re-scheduled to leave at 11.30pm.

So not only do we have to rebook and pay for his onward travel from London he now also has to fork out for meals which should be covered by Qantas.

We will seriously reconsider booking with Qantas in the future.

I have not received information (email)about the Qantas Pass I supposedly was sent. I have tried to have this information sent to me but not possible. Nothing on line to help me just told to ring 131313. I have again been on the phone for over an hour waiting for a response. Very poor service from Qantas...changing their credit system but not ensuring it actually works. i.e. sending out Qantas Pass information. I need to make a booking but cannot use my credit given I have no Qantas Pass identity.

I this message is not read by a robot can someone please help.

thankyou

Sandra FF 0410650

Please assist with using a combination of FF points and credit voucher. Booking not recognising voucher code.

I wanted to book flights for my 2 year old and myself DRW to FRA and return. As DRW direct flights have been extended I wanted to book them. Return flights didn't show up with the direct flights just via sydney and then additional flight to DRW. Which I obviously didn't book when there is a direct flight available. Looking through different channels I always found them but I had to book directly with Qantas to use up my flight credit.

So I ended up calling (1 of multiple times!) Every single agent I spoke to had issues finding that connection. With the second call after 3 and a bit hours wait I was an additional 1.5 hours with a lady on the phone who ended up booking the flights but needed to be done separately as my flight credit couldn't be used under any other names. So my 2 year old daughter and I ended up having separate booking numbers. Also that whole flight was 600 dollars more expensive than if I had booked it via Multi City on their homepage which I couldn't due to using flight credit.

I received the booking conformation and my daughters booking included a wrong name spelling and was booked under infant. So I had to call again. Including international flights the whole booking had to be cancelled and rebooked under different fare price, additional 300 dollars so pretty much my whole flight credit used up for having a harder life!

Refund for the booking will take 6-8 weeks so we are out of pocket 1700 dollars for that time being, when it was not our mistake. That should not happen.

Having the booking I wanted to manage my booking and it always comes up Generic error. I can't do much with my daughters booking as it says child booking. So I called again and spoke to a person who pretty much just said what I experienced on my end and received no help at all. I always stay polite but the incompetency is shocking and he wanted to transfer me through to his supervisor but the call ended and no call back. There a many more things to say and add. I am a mum of a 2 year old daughter and we have separate bookings. No one is really helping me, or saying stupid things like "linked bookings can't have guaranteed seats together" when I am travelling with a 2 year old. It is going to be the worst booking ever. The first time I went through booking over the phone as I haven't had any choice and now I am just at the end with my knowledge not knowing how else to get the help and making sure everything with our bookings is fine and we are seated together. I believe they would never get us seated apart from each other but its very upsetting for me at the moment and pretty much every single thing during this booking process was a disaster and still is and I have spent easily over 24 hrs over the last 7 days on the phone with Qantas.

Qantas has definitely make me feel ripped off and shocked me with their customer service. Being such a big company I would expect way more.

Booking Ref No: TRHVXH

Passengers: Julian Jacobs Frequent flyer no. [protected]

Jennifer Jacobs Frequent flyer no. [protected]

Old Departure Date: 24 April 2022

New Depature Date: 23 April 2022.

Route: Johannesburg to Sydney return.

Qantas changed our departure date from 24 to 23 April

as well as the return date from 16 to 15 June.

Our travel agent did not notify us of the change.

We discovered the change last week while on the Qantas website.

We had selected our seats to sit together with the original booking made

on 14 November 2021

Qantas have reinstated our seats on the inbound leg from Sydney to Johannesburg but not on the outbound.

We had response to our emails from Jessica of Qantas South Africa.

She has allocated us seats 20B and 20K.

We request that Qantas reinstate our seats on the outbound flight in order that we may sit together and enjoy our travel experience.

Look forward to hearing from you.

Regards

Julian and Jenny Jacobs

I have booked 2 flights with QANTAS and have been charged twice, resulting in QANTAS taking over $1800 out of my bank account.

The total of the flights was charged on Monday 21st February for a total of $1877.73.

The amount of $1877.73 has now been charged on Tuesday 22nd February.

QANTAS have charged me twice and I require the refund of the overcharge ASAP.

Cancellation of Qantas Flight QF643 on 22nd December 2021

Reference No: NCSM6W - Sydney to Perth

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

We are now at 19th February 2022 and we have received nothing. No Voucher and no information from Qantas.

We have spent hours on the phone attempting to find out what has happened to this Credit Voucher, with no answers.

This morning, we were told by a representative in South Africa, she would sort it out, she put us ON HOLD for 35 minutes and then hung up on us.

We rang back and got someone in the Phillipines and asked to be transferred to someone in your Sydney Office. We were transferred back to South Africa to Andre, who advised that we had been sent a refund for this cancelled flight, but could not tell us when this was sent, to whom it was sent and how much. He had to contact some other department and would call us back.

This flight was originally booked in April 2022 and was paid for with the balance of a Qantas Flight Voucher No. [protected] of $208.87, a Flight Voucher from The Cruise Cafe, Bkg Ref No. IMA-9853 for $666.00. We were advised when making this flight booking that we would only be able to utilise $450.60 from this voucher, so we would have to pay $122.45, which we paid from my Qantas American Express Platinum Card. Making a total of $781.90 for the flight.

We have been waiting for this Credit Voucher to arrive for this amount of $781.90 since the 13th December 2021.

QUERY ONE: We did not fly from Sydney to Perth on the 22nd December 2021, as we cancelled this flight on the 13th December, 2021, as stated above. We were still stuck in Perth and did not travel to Sydney.

To date we have spent 4-5 hours on the phone and we have been no wiser. We were told things would be fixed by at least three representatives of Qantas, and still we have received nothing, no answers and certainly no Credit Voucher.

Feb 10: 3 hours on phone, unable to book on line, Error messages on the voucher link. Made the booking using credit from Booking reference ULEAEU reason code QFCS-034. Converted to UATP $1127.90 Card No108 [protected]

Feb 16 No invoice. Could not even email my itinerary – error messages. Double charge on my credit card. Back on the phone, told 15 min wait time. 2 hours 55 minutes later spoke to someone who called me back about an hour later. Total stuff up. My seats were not reserved, no clear explanation for the double charge. Several more call backs and I thought the problem was resolved. Last call from consultant was at 08.06 PM. Process started at 2.09 PM, Gave up after 2 hours, recommenced on hold at 06.02 PM. No call back option was offered.

Feb 17 I checked the Invoice and I notice that instead of giving me a credit of $1127.90, they gave me a credit of 649.22. They then charged my credit card the sum of 1127.90 (should have been 649.22). They confused the amount owing with the credit. Website still throwing error messages, unable to check with UATP. First service call made and 10.11 AM, callback option offered. I have been writing up this log and trying other contact options for 1 hour.

I just want this to end without have to explain the mess and wait on the phone for hours.

I request a senior customer service manage contact me personally on [protected] URGENTLY.

Back on the 21st October i received information that there had been some changes to my flight and there were no options available ( i have a message from Qantas that states this).

The flights cancelled where from Santiago to Lima Peru.

We spoke at the time with someone on the phone that mentioned that we would be getting a full refund (minus $229.60 already returned due to a change of dates in our flights previous to cancelling) even though some connecting flights were still available, but as we couldn't get to our destination and the options did not fit, a full refund would be provided. This was discussed on the 21st.

On the 28th October i had to contact Qantas again. This time i was told that whilst the refund had been requested it had not been set up yet and i was asked to confirm the Bpay CRN number at the time. This was done the same day.

On Nov 5th, i was again asked to rebook elsewhere, and i responded that i was now just waiting on the refund as discussed. And then i was told the full refund had been set up and once the funds left Qantas we would be receiving a confirmation email. They asked me to wait 6-8 weeks due to backlog

I enquired an update on the 13 Nov- no answer but i understood i needed to wait 6-8 weeks so left it until after Christmas.

I enquired on the 18th January - and was told you had returned $229.60 and the rest was still being followed up. Basically still back to the beginning of my enquiry. I was now told the finance team needed to sort this and a follow up note had gone to that team and i also was told the team was looking into why this had not been processed following the normal process.

On the 8th Feb i tried contacting someone again and got no response.

Today 14 Feb- I would like to make an official complaint as i am now contacting the designated complaints area to follow your complaints process in its entirety so as to take it further if i do not get a response from you in a timely manner. I have waited 16 weeks since i initially asked for the refund and 14 weeks since the paperwork landed in Finance.

If they are having issues and have questions why are they not contacting me to sort them out? As i work during the day, the best contact number is [protected]. My wife, Teresa, can assist with any enquiries, dates and finer details.

On Monday the 7th of February, we were advised that flight NZ777 departing from Melbourne to Perth, Wednesday the 9th of February at 17:35 for passenger Rawiri HIAMOE, would be cancelled. There was no explanation, no alterative and no compensation offered for the trouble and distress caused. Rawiri had taken a PCR test on Sunday the 6th of February, in order to be able to board from Auckland and fly to Melbourne, at a cost of $308. This test was then considered null and void, and no longer required, due to Rawiri being unable to fly on Wednesday the 9th. (Another test was required to be taken again days later to be able to fly on Friday the 11th of February at another cost of $308 to him).