Qantas

I am writing to express my extreme dissatisfaction with the handling of my recent travel issues by Qantas staff. Despite being aware of the urgency, my travel agency is still awaiting replies from your agent services, leaving me in a stressful situation where I had to purchase another ticket via another airline leaving me out of pocket $5000+

Upon attempting to check in at the Gold Coast, I was informed that my 9-year-old daughter couldn't board due to an error on her passport having 3 days under 6 months to enter Singapore. Instead of providing solutions, we were told to either book a direct flight or obtain a new passport. Despite our efforts to seek assistance, we were ignored and left to navigate the situation on our own. Even after speaking with our agent we were still marked as a no…

My 32 Year old daughter was visiting family in Perth last Thursday 22nd of June, around 9am flight direct to Perth. She has Down Syndrome. We arrived 2 hours early and were told the flight was cancelled. After some discussion with a brilliant women in Qantas Club. She convinced me that we some wonderful care, my daughter to go to Sydney, disembark and then board for Sydney 1 hour later. The staff were brilliant. They took her off the Melb to Syd flight, sat her down. Then collected her and helped her board to Perth. She was collected on the other side by family.

She had a great time, then my family placed her in the hands of the staff in Perth.....they were told she had Down Syndrome and needed assistance. My daughter was to be helped to disembark, collect her overhead luggage and handed…

Regards Bronwyn

On Saturday 11th March 2023,I checked in to board flight QF 67 bound for Bengaluru from Sydney at 6am. I had no Indian Visa but was travelling on an official Solomon Islands Passport which meant that I get a waiver on all visa requirements and don't need a visa to enter India.

I had an official document with me for this purpose, just in case I ran into problems at the airport. The ground staff lady who assisted me told me I need a visa,I explained to her but she was adamant that in all her years working with qantas everyone needs a visa to enter India.

After a few minutes of persuasion she said she will get her supervisor to check. I followed up almost every 10-15 mins for an update on my status, however she kept coming back with the reply that "sorry my supervisor is still checking'.

I…

I could go on and on but I will condense this nightmare. We have planned an Australian vacation to Austraila this summer. Everything was self booked, from transfers, excursions, dining reservations, rental cars, hotels and anythings else you could think of to make thus trip a memorable 40th Anniversary celebration.

Quantas changed my flights FOUR times. I have never seen anything like this. It wasn't slight changes, but huge changes with really long layover's and having us land in the middle of the night to our destination. The hours and hours of rescheduling all of our events and making sure that everything is correct is really crazy! Why should the customer suffer so much without compensation?

To add insult to injury, I had to rebook those four flights and I am still waiting for my…

My husband ,myself and my son daughter -in =law and two grandchildren left Melbourne for Perth on the 20/12/2022 .i paid $100 extra to have my son sit in the allocated seating near the window because he is 6ft 3 in

We didn't get that seating the seating that was booked for us from the flight centre ( who also have been trying to contact you since my return )

I raised my concern with the stewardess that i paid extra for those seats and had them booked she informed me that to take it up with flight centre when you come home , and you will get a refund Now i'm waiting for my refund .This situation is not right you have taken my money and i didnt get what i paid for . WE were all very unhappy with our Qantas flights nothing for the little ones , like colouring books etc and the food was…

Reference case No 06310302.On a visit to Australia in October/November 2022 Quantas changed our flights. This resulted in us entering into correspondence with your customer care team in relation to reimbursement of expenses incurred by us as a result of the flight changes. Quantas requested our personal bank account details which we provided. We also sent a copy of the invoice from the IBIS Hotel and a screen shot of the extra charges incurred in relation to changing the coach tickets as requested by Quantas.

We have received no reply from Quantas since 18/12/2022 despite sending a number of emails requesting an update.

Regards Mel & Jane Starling

I should like to lodge a complaint regarding my broken mobility scooter. K. on 14th November 2022 via stop over in Singapore. On arrival in Singapore my mobility scooter was collected at the baggage arrival, to my horror I found the steering handle was completely unusable due to the securing nut and bolt being missing, this was very distressing and

left me unable to enjoy my stopover in Singapore until my mobility scooter was mended. I did lodge a complaint and the details are attached, apart from the broken mechanism the leather seating on my mobility scooter was also split.

A temporary repair was achieved allowing me to continue my trip to Australia to visit my daughter whom I haven’t seen for 4 years. My son in law replaced the nut…

Hi Team,

I am wondering if you can help me. I did this fuel purchase and I scanned

my qantas card but the points have not been added in to my account.

This is not the first time that has happened to me. Attached is the receipt,

Thank you for your time. I have sent this email few times and also called them few times. The same thing happened to me before with a purchase of$200.00 and I never got my points back. Qantas has a very bad customer service.

Lost baggage received after8 days... Want compensation.

I purchased 2 tickets in early 2020 (prior to pandemic closures) for my mother and nephew to travel to Australia. Beause of the pandemic these were then converted into travel vouchers in March 2020 (ref numbers Q8LJ46 and R8RZSI) valid until the end of 2023.

I then went to use the vouchers online when purchasing another ticket in August 2022 but they would not work. I telephoned Qantas on 25/08/2022 and was told neither of these vouchers could be used any more and a refund would be processed to the purchasing credit card (me credit card) within 5-7 working days.

New reference numbers were given for the refund 5B6G26 and 5BD96U respectively. No refund in my account by 19/9/2022 so called Qantas again and laughingly told refunds take 6-8 weeks - not what I had been told at the original phone…

Qantas double charged me for a flight in August, after 3 months of continuous trying through calls and emails (they are a nightmare to get hold of and reply..!!)

I finally received an email from them admitting their mistake and promised a refund within 14 days .... this has still not arrived...!!!!

Without doubt the worst customer service I have ever experienced ... And I am still waiting for my refund...!!!!!!

My partner and I were emigrating to Australia and booked premium economy seats on a direct flight from London Heathrow to Perth. We arrived four hours ahead of the scheduled departure date to eventually (after 80 minutes) learn that we did not have seats on the flight due to faults on the incoming aircraft.

We had over 90kgs of luggage and we’re told that we had been booked on a Qatar Airways flight departing four hours later with a 3-hour stopover in Doha, that would get us into Perth 7 hours later than scheduled. We were promised US$600 compensation each.

Having landed in Perth, we had missed our pickup for a car hire. We had endured a horrible stopover in a grotesquely overcrowded Doha airport. When I contacted Qantas about the compensation that had been promised to us by staff in…

I booked 3 tickets via their website payment failed 3 times their end, so I called them to pay it they wouldn't let me pay via the phone said give them 72 for someone to ring to take the payment, which didn't happen then told I had to pay a higher price when I already had the booking in my account, then got charged an extra $2000 then I cancelled the booking and wanted the original price which apparently they couldn't do.

So filled out the complaint form 23 September which I was advised to do by the consultant, still heard nothing put in another complaint 12 October, still heard nothing, so I rang today only to be told they should of taken my payment from the booking date 19 September, and it is too bad so sad you need to pay today's price. Not good enough Qantas!!!!

You try to support…

Qantas has breached its own policy and not issues a full refund for a cancellation made within 24 hours

Please find the details requested below: Fri 01 Jul 2022 at 0815 Qantas Airways (QF0985) Departing: MACKAY at 0815 Arriving: BRISBANE (Terminal D) at 0935 Further details: The security staff (the person that escorted me off the plane) was a tall caucasian woman. She just told me in a stern voice that I needed to get off the flight.

When asked why she just said “for security reason” and told me to take my things with me as I may not be getting back on the flight. She offered no further explanation. She took me to where they had my baggage and proceeded to open it, as my massage gun made it appear suspicious, which I understand, BUT, because of that reason I checked my baggage in nearly 3 hours before the flight!

My baggage was NOT checked until I got on the flight and the plane was about…

BOOKING REF 55M2VD

My son and i missed a flight as part of my Qantas ticketing on Monday 9th May and ended up paying to fly one-way with Emirates, as suggested by Emirates, to continue our flight to UK.

The facts are:

Booked with Qantas - points and pay for my son and to travel to UK and back 5th May and 16th June return. Within 24 hours of booking, I rang back (yet another 2 hour wait) and changed booking to stop in Dubai for a few days and continue on 9th May to London. I paid extra money for this.

All changes appeared on Qantas App and I booked seats on flights. Monday 9th May 2022, we travelled from Abu Dhabi to Dubai by taxi and arrived at airport 3 hours before 11.25 flight to Heathrow. We checked in with Emirates - bags were about to be weighed. Emirates staff confirm we were on…

I have already submitted a complaint but have not heard anything back. I therefore will re-submit my complaint. Booking Ref Number :-5Q9BS6 . A M Coyle FF 1957361643 William J A FF 1957371998 My Husband William J A Coyle and I traveled from Brisbane to Glasgow on Wednesday 13th April 2022.

We found no fault with the flight from Brisbane to Dubai which had a first class service and really enjoyed our flight. Unfortunately we were so disappointed with the Dubai to Glasgow flight. After a 14 hour flight and then 2 hours transfer we were looking forward to settling down to watch the entertainment.

Unfortunately none of the screens in our row 39 A/B/C were working. I let a member of the cabin crew know of the problem and they advised that they would try to re-boot the system. This was…

I was waiting for more than 5 hours and after complaining for the wait, my call was shut....That contrasts with Virgin Australia, I wanted less than 10 min and my problem was solved in less than 5 min. I followed up the situation and I was 5 hours without solution. I felt v disappointed with the service.

The dates of travel were for 5 people leaving gold coast on JetStar airlines at 1650pm on the 23rd January - we checked in online but our seats were not together - at 13h00 we phoned JetStar to try and change our seating arrangements and we were told that our flight had been cancelled.

We received no email or phone call notify us of the cancelled flight - if we did not phone we would have arrived at Coolangatta and would not have got a flight out. We called Qantas and they rebooked us out of Brisbane airport, she told us to Uber there and back and send the invoices and we would be re-imbursed.

Firstly, who do I send these to?

Secondly I am a platinum Qantas member and I found the service poor, how are we meant to know the status of our flight if there is no notification? Please can you…

I had a horrible experience with Qantas. I usually fly virgin australia and have been to Australia three times this year and I am extremely disappointed. From the moment I got there I paid for seat 43K once I arrived at the airport I was in the last row of the plane.

I had to show the customer service rep my phone to show him there was an error. He called over his supervisor and they accomidated me, but the customer service representive never gave me back my phone. It dawned on me as I was enterping security so I turned around and went back down and saw 3 men with my brand new iPhone 11 trying dilliegntly to unlock it. That was bothersome.

I asked for my phone and they said they were trying to get in to call someone and let them know they had my phone. It was really suspicious. My flight…

I was flying Qantas from Weipa to Gladstone and when I got seat allocation in Cairns (lovely people) they seated me with my height (6'6") in mind for which I was very grateful. Once seated on the plane and feeling comfortable another customer came up claiming his seat which is fine.

I questioned the arrangements very calmly with the air hostess again a lovely person. This was escalated to a person who hands over flight details to pilot prior to take off. This person came down to where I was seated and abused me for no reason and embarrassed me in front of a plane full of passengers.

At no time was I rude or demanding of anyone and did not deserve to be abused. I had to then sit in my allocated seat for 3 hours with my legs across into the seat beside me, sitting with my torso seated…

Spoke with ANGEL from customer service regarding my membership. I rang as I believed I had not received my new membership card which expired in May 2019. I though I had renewed it. I was informed by ANGEL that my membership had lapsed and that I would have to pay along with renewal fee a joining fee.

Angel was unable to inform me what the joining fee was. When I said after 20 YEARS of loyal membership due to an oversight/error I am being asked to pay a joining fee again. When I asked to speak with ANGELS supervisor she refused.

I said after 20 years of membership is this how QANTAS treat people. She repeated that my membership lapsed hence I have to pay joining fee again I said I may as well be communicating with a robot. I said I was going to lodge a complaint she proceeded to give me…

Since yesterday I have been trying to change 1 flight that is already booked Reference No ; KiiHo5 I wanted only the one Flight From Dublin on Saturday 24/08/2019 Cancelled & re-booked to the afternoon of Tuesday 30/07/2019. We arrive from Hong Kong on British Airways Flight BA 32 arriving London Heathrow on Tuesday 30/7/2019 4.50am. Surely I thought to cancel 1 flight from Dublin Flt BA 827 on 24/08/2019 & rearrange a Flight departing London in the afternoon to Dublin on same day Tuesday 30/7/2019 would not be difficult ; 1 flight was only to be cancelled & a new flight booked which I checked have seats available in business class.

This proved to be an exhausting & time consuming experience throughout the day, with nothing resolved. Throughout day 1 starting with a conversation with a…

I booked a return business fare to Santiago. We couldn't get a connecting flight to Bariloche so I rang and requested two changes to the booking: 1. Bring the Sydney departure date forward to the 16th Dec from the 22 Dec 19 and 2.

book the flight through on a local carrier to Buenos Aires from Santiago. ( to get a quicker flight to Bariloche) I was told that it was not possible to book the flight through, I would have to do that myself with Latham airlines as there were no business class seats.

I told the man I didn't need business class for that leg but he said he could not do it and I would have to book privately. This meant collecting luggage and going through customs to check in for BA at Santiago.

The charge was an extra $400 per person ($800 for 2) to just change the booking. The…

My almost new case was badly ripped and damaged on my flight from Manila/Sydney/ Christchurch on June 19 arriving Christchurch June 20 Frances Munro Collins QF020 Manila - Sydney Sydney/ Manila - I missed my connecting flight EK 412 due to the lateness of the Qantas flight andI was transferred later on to Air New Zealand Having already been inconvenienced I was far from happy to see the condition of my case on arrival at the Christchurch airport

I was over charged by ZAR 25730 (by Qantas South Africa reservations office) on 9th April 2019. My booking reference was NAHUAP. I made numerous complaints and eventually visited Qantas office in Sydney. A message was sent to my bank to do the reversal but that was done apparently because it was not the right procedure. I am still waiting for justice. Please see correspondence below:

Good afternoon sir Kindly find below response sir Please note that if the Merchant have punched the wrong amount, they should do a reversal of the incorrect amount to refund their client. If they have a challenge with reversing they can should send us a letter detailing what happened and why the Bank should release the funds instead of them reversing the

From: SHR AKL QUERIES…

Qantas agent in Qantas reservations office in Cape Town, South Africa, overcharged by debit card by about US$2000 (ZAR25,730) on 9th April 2019. I was supposed to have bee charged ZAR1910 for changes to my booking, Ref: NAHUAP. I was assured that the overcharge would be returned into my bank account within 7 days. Upto now, 25th April I have not been refunded. My flight is tomorrow and I have o other money for trip and the family except what Qantas robbed me. See email below from Qantas:

Good day Mr I.Ndungu

Thank you for calling Qantas

Hoe this email finds you well.

I Have tried calling you back but was unsuccessful.

I would like to apologise for the over charge on you booking, it honestly was a mistake that I take full responsibility for, I have reversed the amount of R25730 back to…

As discussed on the phone today my flight was delayed arriving from Mildura to Melbourne on the 17th of March 2019.

I was then given a series of connecting flight to Tianjin, China.

I have received confirmation of my upgrade to premium economy and the point were deducted as normal from my account.

But I never caught this flight or did I receive an upgrade on the Thai Airways TG466 flight or did my bags make it across from domestic.

So first of all I am chasing the missing points, secondly I spent a considerable amount of time and money chasing the bags myself as Qantas did not claim the responsibility of the missing bags as I completed the journey on another carrier and all the Qantas representatives stated that it was no longer their problem.

But so did China and Thai airways as I…

Our flight QF12 from NY JFK to SYD on 24 February was cancelled. After arriving at the Qantas desk in JFK, we were taken care of by Kumar, an affable gate agent who provided us with overnight accommodations at the Crowne Plaza and three meal vouchers. Since we had requested and PAID EXTRA for aisle seats across from one another, he gave us seats in the middle configuration on the first leg of the trip to LAX with the middle seat blocked off.

He did NOT do the same for the LAX-SYD portion, a 16 1/2 hour flight. My husband had the aisle seat in the last row of the plane next to the rest rooms. I was squeezed into a middle seat in a 4-seat row that was completely occupied. Further, there was a metal obstruction for either electrical or entertainment mechanisms that took up 1/3 of my leg room…

QANTAS Fequent Flyer Number 4486255

Re: Flight 834 Melbourne to Canberra We have flown from Alice Springs to Canberra via Melbourne and our bags were taken off the same plane we reboarded and one bag sent to Perth and the other kept in Melbourne. Due to missprovded information from QANTAS we have lost a full day of a 4 day trip to Canberra and My father has also missed his daily medication which was in his checked luggage.

What are our options on the return flight as we go via Sydney from Canberra to Alice Springs on 08/01/19

As noted previously we have lost one day of a 4 day trip due to the delay of our luggage.

I have also been trying to submit the complaint for 3 days and I have not been able to on QANTAS website due to Technical Issues. This does not look good on your company if…

My wife and I were on QF93 on 23/10 which had a medical emergency when landing at LAX. Our connecting flight was around two hours away however the medical issue left us leaving QF93 some 45/50 minutes late. We were instructed to see your representative upon leaving the 'plane to get speedy service to our next flight.

We lined up for 5/6 minutes to see the representative who gave us an orange envelope showing our names, YYZ, AA2322 and "Express Connection". We were instructed to "wave" this envelope around and this would give us speedy service through LAX.

At the US customs hall we found the "Express Connection" desk was not manned by customs staff and we joined lines of hundreds of others shuffling along towards US`customs officers. Whereas we prominently displayed the orange envelopes and…

Disgustingly dirty and run down Cabins in QF 63 and Q64. Threadbare seats / broken mechanisms and most certainly not a Business Class Seat as applies to any of the other top 30 airlines in the World. Flight delays on QF 63 announced in thirty minute bites amounting to 3 hours and 3 trips to gate.

Last trip to be told Aircraft now needs fuelling - further 1hr5mins.

After trying to reach a human at Qantas over a period of eight days (during which I called the listed customer service number for the United States, the customer service number listed to call if one was in Australia as well as a district office in Auckland, New Zealand, I was never able to get some very simple questions answered; On what days do you offer service on this route, what is the cost for First class and is there a non-stop flight between Perth and Christchurch, New Zealand.

The person I finally got was clearly disinterested, could not quote a first class round trip fare from Dallas to Sydney and told me she was unaware of flights between Perth and Christchurch. Coldly ask if there was anything else, there was but she didn't hear that part, and hung up.

My first experience with…

35am EK433 and had to check our luggage back in the duty free costing $115 we were told to throw away as we couldn't take it through then told to go to gate with no boarding pass as they didn't have one for us when we got to the gate they found us a seat at opposite ends of the plane 1 was sat in 25E my husband sat in 41J this was totally unprofessional the same happened from Singapore to Dubai we were very distressed to be seated so

far appart When we got to Dubai once again we had no boarding passes and we told to go to the gate we had to run as the plane was already boarding we did eventually get seats toeghter on this flight with a lot of hassle we had to pay again £112 pounds for another pair of train tickets as we had missed our connection and there wasn't a train to grimsby till…

Cancelled flights, was told up to 4 weeks for refund so stupidly added that money into xmas budget given xmas was 5 weeks away. 8 weeks later still no refund & behind in our bills because of again stupidly putiing into my xmas budget

Flying from Johannesburg to Sydney my earphones didn't work. When we flew back to Johannesburg my earphones worked but my screen froze on 2 movies. They also ran out of food.

August 2016 my family flew from Brisbane to Singapore and return Singapore to Sydney. The crew were extremely rude and unhelpful. The meals were disgusting and didn't arrive set out on a tray like other airlines do eg. Emirates, Air New Zealand. The hot meal had your roll and dessert stacked up on top. Breakfast was finger food (Danish pastry) served in a cardboard box.

If one was resting with eyes closed the crew would keep on walking and not leave you any food. M&M confectionery was served as a snack! It was obvious some passengers had had too much to drink making it uncomfortable for other passengers.

The toilets were not maintained in flight. The seats on Qantas recline too far back so it is impossible to read, eat or get out of your seat for the toilet. The crew will not ask the…

Booked a flight in February 2016 return to Adelaide @ £696 paid by debit card through Traveltrolley. flight was for 6th April. My wife was diagnosed with terminal cancer on 1st March. I contacted Traveltrolly and asked for refund. After several emails to Traveltrolley they said that Qantas would only refund £250 and that it would take 6/8 weeks. I send medical documentation and letter confirming that my wife had terminal cancer and a letter to the CEO of Qantas in Australia.

I still not received either a reply or refund.I telephoned Qantas in London and told them about this, they said they would tel Qantas in Australia to sort this out and someone would phone me back-they never phoned me back. This is a disgraceful state of affairs and Qantas is the worst organisation I have ever dealt…

I have traveled all over Asia and had good service except on my trip home from Singapore on QANTAS QF72 on the 13/4/2016 the conditions were cramped the service was below the standard of all the other airlines. The food was cold the stewardess were rude and not very considerate to all the passengers the passenger in front pushed her seat back nearly spilling my wife's coffee over her the stewardess was called and she said the passenger was entitled to do that. When I asked about my entitlement she said I could push my seat back I said the passengers behind were also complaining about the cramped condition we said we did not want to unconvinced them any more.

I went to the toilet and could not get back in my seat because of the seat in front being pushed back so I had to stand at the back…

Had a flight booked from Newcastle England to Perth Australia on the 7th of April 2016. Two days before my flight I tried to book in online and then saw that my selected seats 49j and 49k from Newcastle to Dubai had been removed so I phoned the help line three times. They couldn't give me a answer and could only allocate new seats the third time. I rang I was told that the seats were removed for operational reasons ie there need the seats for flight attendants.

The day before my flight I phoned the Emirates desk at Newcastle airport and explained to them and there told me the same thing and then gave me extra leg room seats so I accepted these seats. We boarded the flight sat in our seats and then I noticed some one sitting in our seats 49j 49k so I asked one of the attendant why someone…

Last Friday the 8th of January 2016 my wife and I returned from Hong Kong on Emirates 381 to London/Heathrow via Dubai where we transferred to Qantas 0009 (EK5109). On arrival at Heathrow none of our three bags appeared. Apparently there had been a failure to transfer the bags in Dubai.

We naturally complained (with others) to your representatives at Heathrow and were given a file reference AHL LHRQF15298. Our three bag references were EK657538, EK657539 and EK657540. We left the airport without our bags having been told that they would all be delivered on the following day, having been carried on a later flight from Dubai.

On the following day only two bags were delivered to our address - EX657538 and EK657540. On further enquiry, we were told that the third bag had not been sent from…

Mon 21st Sept in Brussels Belgium I tried to change our return flights from Amsterdam to Perth From 5th Oct15 to 25th Sept 15. QF8150 and QF8424. Two operators , $38US credit on our mobile phones exhausted and 3 hours later I changed our flights. One operator said $280 each the other operator said $1270 for the two of us. I agreed to pay the latter and gave her my Credit card details AE. The same card I booked the initial flights with. I received notification that my card was rejected but I was not able to contact Qantas. My booking number was not recognized. We decided to stop off at Schippol Airport on our train journey to Amsterdam to sort it out. No Qantas desk but we were able to speak to two understanding Emirates employees.

They attempted to contact Qantas and unbelievably had the…

I bought a Qantas brand suitcase combination locks at Sydney airport. I commenced travel on 27/7/15. Today, both the locks broke (unable to open combination). I had to get the hotel manager to smash them open to get into my case.

I have a photo of them if you wish in pieces.

Had a family trip to Sydney and chose Qantas. Oh Wow, the experience was delightful. Excellent crew members, they were attentive all through out the journey. Qantas has clean and neat seats and the air conditioning was kept in the right temperature.

The food served was fresh and refreshing. My kids had a wonderful time and we really didn't feel stressed out. It was absolutely worth the money. The leg room space is what makes it comfortable to sit and relax. There was ample space.

The seats fully reclined to a bed and we got pajamas, pillows and donnas. The service was without fault. Qantas is going to be my future choice of travel. I would definelty recommend this to all.