Qantas Airways
reviews and complaints

Upon arriving at Heathrow Airport only 1 of 2 suitcases arrived. The missing 1 was traced back to Singapore and arrived 2 days later. When it was delivered to our house, it was completely destroyed. 1 wheel was sheered off, and the case was badly split in 2 places, I can only assume it had fallen off the cart that delivers it to the plane and then possibly even run over by another vehicle.
The lock was also missing. Fortunately the contents were all in tact.
We had returned from our trip 5 weeks early due to illness.
The flights were booked via Malaysia Airlines, with the final leg being a Qantas flight.
Date of flights 3rd Aug 2019 / Arr. Heathrow 4th Aug 2019
Kota Kinabalu to Kuala Lumpur (MH2645)
Kuala Lumpur to Singapore (MH0607)
Singapore to London Heathrow (QF0001)
The case was brand new, and purchased because it was a hard shell, offering protection to bumps etc.
My name is Vaughan Watkins, and my partner, who's case was destroyed is Stanislawa Knapik. We would really appreciate some compensation for the suit case. Valuation £80.00
Please see the attached photos by way of evidence.
We have been informed by Malaysia Airlines "it is the last carrier who takes responsibility for the damaged suitcase."
Thank you

Why, or why are you sharing with AA, the worst airline in the world. Please see following: American Airlines Trip July 11th 2019. Just thought you should know what your code shares are like

My daughter and I were Sheduled to fly on American Airlines AA2757 LAX to MCO reference no. QIFHHY
Boarded flight to be told we were waiting on paper work
Waited on tarmac for 3 HOURS, were then told Pilots were out of hours, and flight was being cancelled and we would be able to rebook in the terminal
Stood in line for 5 HOURS to rebook, we were to the back of the line.
We were trying to get to MCO by lunch time the next day to board a DISNEY CRUISE
Looked at possible flights whilst in line to see nothing on AA was getting in before 9pm the following night (Our cruise wold have left)
So whilst standing in line I booked a flight on Untied who arrived in time.
Still waited in line to sort baggage etc and to cancel any rebooked flights,
whilst i line they had 2 agents only on the desk, and after a out 3 hours one of them left "on break"
I eventually got to the counter…. not one word of apology for your staff. I told them I wanted the flight cancelled as I had rebooked on United
I was told our return flights were now also cancelled… WHAT? (later that night I book a new return flight on Jet blue)
I was told I could collect luggage from carousel 2.
My daughter and I sat at Carousel 2 for 3 HOURS.
I went to baggage services (waited 45 minutes to be served,
where I was told, no it would be carousel 5!

Finally: got bags, went to Hotel (That I PAID for) and the rest of our trip was uneventful (UNLIKE with AA)

We spent: (NZ dollars) and wasted 12 hours…..

Baggage for my AA flight: $60… what did you ever do with any bags, other than keep them at the airport for 10 hours? so not sure why I am paid this!

$ on my (2 people ) with UA : $790.00
$ on my (2) people) flight with Jet Blue: $1048.44
$ on my accommodation in LA $387.83
$ on my "lost" accomodation in Orlando $148
$ on my cancelled flights (2x return) with American.

My total costs for your incompetence was $2, 3734.27 (NZ) not counting the original $790.52 paid on AA.

My issue is this: I met up with a number of passengers who were also disrupted on this particular flight with American, who were offered meal vouchers, accommodation, even one family who actually flew on our same UA flight… which American paid for.

Coming from NZ we had no idea how things worked, there was no-one around to explain what was happening, we had a $10, 00 cruise I was NOT missing out on, yet we received ZERO compensation. Nothing, not one thing.

This customer service is beyond compare. Having worked for Qantas for many years in Customer service I am horrified we are a code share airline.

I have heard these emails go unanswered, but I will be pursuing this further, as it certainly cost me an awful lot of money,

Than you for your time, I would hope I hear back something from you.

Lenore Bullock
2/294 East Coast Rd
Forrest Hill
Auckland NZ 0620

PH: +[protected]

Hi, my name is Dr Anthony Kolawole Ojo. My checked in luggage (bag tag: qf397287) was missing in my flight from Melbourne (qf416) to Sydney (qf63) to South Africa on Monday 29th July 2019. Up till now, nothing has been heard of the bag and I am now pressed to take the legal route. There are precious items in the luggage and I will not be depressed any further about the airline's lackadaisical attitude towards this issue. How is a luggage untraceable from Melbourne to Sydney when there are supposedly cameras everywhere in both airports? This implies that Qantas has a low customer support.
For further details, you can reach me on [protected]@gmail.com
+[protected]

My FF points were removed from my account Wednesday 1 May 2019.
I've been a subscriber to the FF newsletter throughout my membership. The were cancelled without me receiving any warning notification. I read in the T&Cs that a warning will be issued prior removal of points.

This is clearly outside the T&Cs agreement!
Why did I not receive a warning notification?
Qantas please return the FF points to my membership.

My partner and I, Ms Sharon Devine a FF member, have been planning a trip east to visit our family members. We were working to get the same time off.

My first efforts to have my FF points reinstated was via phone mid June: I had a conversation with a Qantas staff member who was unable to reinstate my FF points; I was told the only way to have my points reinstated was to acquire 2500pts from at least 2 sources in a 6 month period. He made a note on my account to start 30 June.

Subsequently my online application for a FF partner credit card was denied due to my low income and I am therefore unable to acquire points from that source. Am I being discriminated against?

My 2nd effort to have my FF points reinstated was via qantas online contact form 18 July. The above information was provided and the emailed reply suggested I had received the aforementioned warning notification. I have no record of any correspondence between 14/2/19 and 15/5/19 which is when I noticed the 0 points balance. A list of additional sources for point acquisition was also provided.
After ? years of continued membership (I am unable to ascertain via my account online) I am dis-satisfied with the dis-service I'm now receiving.

with respect :David

This morning I sent an email to Customer Service asking them to consider cancelling my trip and reimbursing my money. I don't even have an acknowledgement from customer service regarding my case, as outlined below:

Re: Confirmation and E-Ticket Flight Itinerary for LM22P8 from Sydney to Perth on 01Aug19 for THOMAS
Clency Thomas
Thu 25/07/2019 8:34 AM
Hello,

Yesterday I caught a bad cold. I am sore and bedridden. My doctor told me not to fly for the next two weeks as I will infect other passengers and it will also be detrimental to my health. I have noticed that the seats are taken nearly to full capacity.

Furthermore I hope to get better soon, as next month my wife and I are going to Europe via Mauritius.

I would like a refund, on compassionate grounds, for the return fare from Sydney to Perth and Perth to Sydney.

Regards

Clency Thomas

[protected]
From: Qantas Customer Services
Sent: Tuesday, 23 July 2019 8:24 PM
To: [protected]@hotmail.com
Subject: Confirmation and E-Ticket Flight Itinerary for LM22P8 from Sydney to Perth on 01Aug19 for THOMAS

While traveling from Manila to Christchurch last Wed/Thurs my almost new suitcase was badly ripped and now unusable! My Name is Frances Munro Collins, My flight numbers are QF20 on the 19th June traveling from Manila to Sydney. Due to the very late arrival of Qantas in Manila, I missed my connecting flight and Qantas transferred me to NZ 884 from Sydney to Christchurch on 20th June. I have taken photos of the damaged case attached below My Phone number are, [protected] or [protected]

Rang this morning and requested a call back re tickets I purchased online today, waited 3 hours for a call back only to get a voice message like "we are having technical difficulties" so ring back and they hung up on me. Rang back and have now been on hold for 1 hour 17 mins and still waiting for someone to answer my call. I got an email about my tickets saying they were on hold as payment hasn't gone through till 11.59 tonight, Have checked my visa card and payment has been approved, I need this sorted asap as i have payed for connecting flights

Hi

I booked Auckland to Mumbai flight via Sydney, booking id NN2111540240070

As a normal user, I was not aware that there is a transit visa required for Australia.

I was shocked when I heard that even for connecting flights I need to have transit visa. I did research and I found that transit visa is not usual.

I traveled to so many places but never faced this issue to transit visa for connecting flights.

My simple question to Quantas is, while booking ticket you ask customer for food preference, insurance, hotel, taxi etc… why you DIDN'T ASK FOR TRANSIT VISA. If you care so much for customer, then you should have asked for such special conditions. Is my expectation not fair?

I booked ticket for approx. 39, 000/- and I will be getting only 9, 000/- refund.

You will agree with me that this is HUGE loss for me, my hard-earned money is lost without my mistake.

I trust that Quantas doesn't believe in only money-making business but provides value to customer. However now my trust on Quantas is at lowest level.

I request you to pl refund my money at the earliest.

I already contacted the agent thru which I did booking (Make my trip) and they mentioned that all cancellation charges are controlled by Quantas and they mentioned to contact you. Hence pl do not advise me to contact booking agent again.

Looking forward to hearing from you.

Thanks

Aniruddh
aniruddh.[protected]@gmail.com

I have a complaint in regards to my flight QF 46 returning from Bali on the 28th May at 10.15 pm Bali time.
The overall service from cabin staff was terrible! There was one guy in particular.. a bald guy who was wheeling trolley with another flight attendant ! He said to the flight attendant, they are complaining in business class! About a seat that was damaged She replied with.. So! He said "yeah! If you don't like it.. fly with Garuda! I think that is poor form! My sister was returning on the same QF 46 flight on the 5th June and this bald flight attendant was on the same flight and she also said he was rude to passengers!

Flight QF72. Sunday Night True Stories 3rd June 2019. Shame on your company for how you treat your employees. I refer to flight attendant Fuzzy Maiava. Who as a result of that flight from hell has two titanium knees and seven damaged discs in his spine.

For the chronic pain, anxiety, depression and sleep disturbance, he takes around 22 pills a day.

And you offer this hard working man $33 000. Shame on your company, how disgusting.
Get Real! Give this man the financial support and moral support he needs and deserves.

Flight from Auckland to Melbourne 30/4/19 QF154.
My Daughter was escorted to her seat in Auckland she was told that when she got to Melbourne someone will escort her through. When she got to Melbourne she was left alone and wasn't handed to ground crew. Scared and crying not knowing what to do she asked a duty free assistant for help. Who then handed her to security and then passed on to a qantas worker who took her through.
My Daughter been left alone and not having assistance is not on, 14 year old travelling alone for first time I can imagine how scary it would've been for her.
My complaint is why wasn't she taken care of when Auckland staff had promised us that this will be fine once she gets to Melbourne. I normally travel with virgin but because she was travelling alone and qantas had the assistance for a minor I booked with qantas and trusted that they will provide the service with certainty.
[protected]

To Whom it may concern.
My name is Michael Lynch, I am 57 years of age and of ill health. I live in Queensland and was booked in for open heart surgery for today however a silly mistake at the hospitals end the opperation was canceled late last night. My children live in Adelaide and had stretched their funds to the limit to fly up and be with me for the opperation. Their reason being that it could well be the last oppertunity to spend time with me just incase I dont pull through the opp. They tried to have their flights changed as the hospital has re booked my opperation for this coming monday and the kids wanted to change it to this coming Saturday. Now they did book through an external company, web jet I believe and were told there was nothing they could do and they simply lost all their money. I am on a disabled pension and unable to assist with funds and they have exhausted theirs. is there any way quantas can find it in their hearts to help us out a little even if it were half price fares. I live alone here in queensland and as most people rather scared of having the opperation and would love to have my children at my side as we first planned, yours sincerley Michael Lynch.

The people who lost their fares were my daughters Katie Farmillio, Jessica Lynch,
Mathew Farmillio and Lilly Martin.

My flight QF4 from Honolulu to Sydney on the 18th April had no working tv screen (entertainment unit) for the majority of my flight, 10 hours. After numerous attempts to reset my unit and also resetting the whole flight units, mine together with my wife's did not work. Others were affected as well. I find this appalling of an airline where it counts its self on customer service and reliability. Tell me what do you do for a 10 hour flight with no entertainment and in premium economy class. My FF number is 2400208.

Shocked and appalled at the service my Dad received yesterday through his whole Qantas experience! He paid for business class and paid extra for assistance as he has early on set dementia and recently suffered a stroke. He may not look like he needed wheelchair assistance but he certainly does and was treated horribly from the 1st lady that took him from me at terminal then I had to go find him for his flight as it was boarding and he was still stranded in the business lounge and had not been brought down to his gate! Twice he asked them to bring him to the gate and was told not to stress twice I asked at the gate where he was! He finally arrived on the wheelchair and was last to board when he is ment to be priority boarding! After his arrival in Perth he was pushed out into terminal and told this is far as I go and he was left wandering around luckily I found him he was not handed over to me at all! He has another flight with you on May 11th paying for same services and he wants to cancel and go with air nz he was so sadden about how he was treated!

My husband, Andrew Hopkins was booked on a flight from Sydney to Armidale by a third party.
The flight was booked for Thursday 21 March
We phoned Qantas to have the booking changed. We were referred to the sms service.
We changed the booking via the sms service to Saturday 23 March at 12.35pm
Via sms, we asked the agent to confirm this change. We also provided my husband's frequent flyer number.
In the taxi on the way to the airport we were checking in on-line. I checked in successfully. My husband was saying to me "I can't check in. It is telling me that check in is closed" - I responded that I had checked in successfully.
I asked him for his booking number to check his flight. At this point, we discovered that he had been booked on the 8.20am flight.
On arrival at the airport we discovered that the 12.35pm flight was full. My husband had to purchase a ticket for the next flight - which was the following morning. Hence, he had to book a hotel for the night.
When I sent an sms to Qantas I was told by the consultant that my husband could get on either of 2 flights on Saturday afternoon from Sydney to Armidale - when in fact there were no more flights that day.
The costs incurred to us for this error are enormous. We paid $130 to have the flight changed in the first instance. My husband then had to pay for a hotel and meals for the night, as well as taxis to and from his accommodation. He also had to purchase a ticket for the flight Sunday 24 March Sydney to Armidale.
I spoke to Qantas staff at the Armidale airport on my arrival on Saturday 23 March. I showed them the sms advising me of 2 more flights Saturday afternoon. I have had no response from Qantas.
Joanne Hopkins

In November 2018, I purchased 2 tickets to Japan for 10/2/19 to the 22/2/19 online at the Qantas website. After numerous checks by myself and my friend to ensure of the correct times, dates, the tickets were purchased.
Only to find out that now the return ticket for the (21st-22nd February 2019) was dated the 21st March 2019. The same flight, date but the wrong month.
I contacted Qantas to discuss my options to change the tickets for the exact same date and flight for February. The only option offered, was for me to purchase another return ticket for the full fare at $821.60 per ticket. This was the cheapest for this day.
When I enquired why I had to pay for another flight at full fare I was that it was the cheapest and only option there was and would take 7 working days to process.
I was more than happy to pay a fee but to pay for another return trip, (when my original return ticket was only ($1000), I believe this is totally unfair. I have spoken to others who have needed to change their flights and they have paid between two to 4 hundred dollars.
This mistake was an honest one, as a consumer we are encouraged to book and purchase online but unfortunately, like with this, is not always the best option with glitches in the system, internet connections, drop outs etc.
I would like to discuss this matter and my options further.
Regards
Margaret Quinn

We are a business that spend a lot of money with Qantas.

It is most frustrating and costly to our business that Qantas does not allow online flight changes once the first leg of a trip has been taken.

Our staff often have to change their flights as business takes longer/earlier than expected. Therefore the return leg is always booked as a Flex fare.

HOWEVER ... when going online to change the return leg - it is not possible and we have to call Qantas to make the change. When the waiting time is 1 hour or more to speak to a Qantas representative the flight can no longer be changed and therefore that fare is lost and a new flight needs to be booked. Come on Qantas - you can do much better than that it is simply unacceptable!

This is a warning about a pilot and his messing with my girlfriend. We have been together for 4 months and before this she and I were on Tinder - that is how we met. She was seeing for a few dates a guy called Charles Hessmann, and since we have been together he has been stalking her and us. We have contacted the police. He is a pilot with Qantas and my girlfriend has told me so many disturbing things about him that I needed to write on here (I contacted Qantas already). He told her he would take her on the plane, pressured her for things, called her at random hours and he has a drug issue. We have police involved, he has been seen outside her apartment (we have pictures) and has sent her indecent photos of himself many times (3 of the pics have him in uniform showing himself) and we have submitted them to police. I hope Qantas investigates this guy, he has been causing us so many problems.

The flight attendants on our flight were rude, unprofessional people. Its a complete joke. The entire flight was ruined because of these rude people. What kind of airline company would hire people like this. Says alot about Australians. Really. All asian airlines that we have flown with have been highly professional, polite and deliver exceptional service. Quantas flight attedants are [censored] and i will never spend my money on a flight with this airline again. Racists.

I am having trouble contacting Qantas directly so I am writing in regards to a very concerning interaction I have had with pilot Charles Hessmann. Last week at an Auckland NZ bar I was approached by a very drunk and possibly drugged man, who introduced himself as Charles Hessmann. He was talking with me for some time very erratically and begun talking about his flight work and I raised MH370. He then said he had thought about crashing his own plane into the ocean many times, he seemed mentally unhealthy and I found this very concerning; almost as if he is planning something like this in the future. After some time he made sexually suggestive remarks to me and which point I tried to leave. He groped at my arm and tried to hold me. I am reporting this as I would feel that this is a dangerous man with some mental problems - his talk about suicide and crashing the plane was not said in a joking manner. I would hope Qantas investigate this man immediately and certainly remove him from controlling the lives of hundreds of passengers. Charles Hessmann is very dangerous I feel. I wish to report this anonymously as I am back in France now and do not wish to take part in any legal matters.