Qantas Omdömen 

Incompetent; use anyone else

As a wedding gift, my husband and I received a Qantas gift voucher to use on flights in future. When we went to redeem the gift card via Qantas' Redeem a Gift Voucher webpage, we went through and completed all required fields on all pages only to consistently get an error message when it tried to create the booking.
When the gift cards do not work online, you are told to call the contact centre. The first time I called the centre, I waited on the line for 45 minutes only to be told by the agent they could not help me. They transferred me to another department. I waited another 45 minutes only for the line to go dead.
I put in a complaint via Qantas' website. I was emailed and told to call their credit team call centre. Once again, I waited for nearly two hours without ever speaking to a single person.
Do not purchase their gift cards. It seems to me to be a scam considering they won't provide a reimbursement for these once purchased even though you can't actually seem to redeem them.

I can't even start with a positive. I have recently travelled from the UK to Sydney with Qantas. Never again. I am small being only 5' and very slim,but the leg room was appalling. How on earth would a taller person manage especially with a bit of extra weight. Trying to get out of my seat was a trial in itself as no way could you stand straight. Re: food. I've had better with other airlines. I will reiterate once my already booked flights are over NEVER AGAIN will I fly with Qantas.

Legroom on our A380 flight from Heathrow to Sydney was the least I have ever experienced and totally inadequate and I'm slim build small to average height. Getting in and out of the seat whilst trying to stand was extremely difficult and almost impossile. I don't believe I will fly with them again.

Disappointing First Experience with Qantas (Service + Damaged Luggage Claim)

This was our first time flying Qantas travelling to/from Australia (we normally choose Qatar, Singapore Airlines or British Airways), and unfortunately it was very disappointing.

Onboard service was mediocre at best, and the food and drinks were underwhelming. On its own, that wouldn’t be a dealbreaker if they were the cheapest option — but it’s certainly not a reason to choose them.

The main issue was baggage handling. On arrival in Koh Samui, Qantas had broken our Rimowa suitcase lock in half, which made the suitcase unusable as the locks are part of the actual closure mechanism (not just an optional external lock).

We reported it immediately, took photos/videos at the airport including baggage tags, and contacted Qantas on 2 January. What followed was a month-long email back-and-forth, repeatedly providing the same flight info and photos. Once they realised how expensive the suitcase was, they suddenly dismissed it as “only the lock” and rejected responsibility entirely. They didn’t even offer to cover a basic repair cost (around £50).

Overall, the lack of accountability was shocking, and based on this experience I’d strongly recommend considering other airlines for long-haul travel.

Qantas is great 👍 👌.
WRONG
Used to be great, the staff are nice but when Alan Joyce took over everything went horrible pricey and uncomfortable 😢.

This is biggest con business in Australia! Qantas is a disgusting appalling company. I lost count of how any times I got in contact, how many representatives I have spoken with, how many emails. My Qantas Frequent Flyer account somehow is registered as a staff account, and therefore the points do not get credited. I have told them one million times I do not work for Qantas, and never have! Still, they neglect my requests, no follow up, and my account is still not fixed after months! To make matters worse, when I contacted the staff reservations team, the rudest representative would not even listen to the issue saying I called the wrong number! Kept asking me for a staff number, but guess what, I DO NOT WORK FOR QANTAS!!! This airline is a joke! An absolute disgrace! Corrupt and incompetent bunch! You have ruined so many days of my holiday, disgraceful bastards!

Absolutely terrible customer service when it comes to resolving issues. Took me 4 hours to change my phone number with them.

My recent experience with Qantas was extremely disappointing. I was removed from a flight departing Perth along with 23 other passengers due to last-minute weight restrictions caused by additional fuel requirements. The situation was badly managed, with little communication, no transparency, and very little concern shown for passengers affected.

After being bumped, we were forced to wait an extra 9 hours for another flight. The compensation package offered for this disruption was already poor and completely inadequate for the inconvenience caused. To make matters worse, Qantas then added an extra $30 per person, as if that somehow made things acceptable. In reality, $30 at Perth Airport barely buys you a pint, let alone covers food, time lost, or the stress of being stranded for hours.

Travelling with family made the situation even more frustrating, and there was no meaningful attempt to make the experience easier or more comfortable for us during the long wait.

The contrast with how another airline handled the aftermath was night and day and only highlighted how badly Qantas fell short. For a so-called premium national carrier, this level of service and compensation is simply not good enough.

I would seriously think twice before flying with Qantas again.

The worst experience I have had in dealing with customer service people in my life! Oh, boy! Where do I start? In the beginning I was on hold for over 1 hours! And the music - repeating some 15 sec tune four time a minute. It drove me crazy. I felt like I had lobotomy. Then I got the most incompetent customer service officer in the world. I wanted to change some flights and this person knew absolutely nothing. I had to read the terms and conditions to help them out with the answers. Then I was put on hold to talk with someone else, another hour has ben passing by. As I write this I am still waiting! It's has been 2 hours...Fingers crossed I get a better person this time. They need more people in the customer service department and less managers. It's only Tuesday. Can't imagine Thursday, Friday or Monday!
What can I tell you...
1. First of all, avoid Qantas.
2. Can't wait for AI to wipe out this kind of service. Seriously.....

Very disappointing experience on the Singapore to Sydney flight associated with Qantas.
This flight was originally booked and paid for as a Qantas-operated service, but at the last minute it was changed to a partner airline with no clear explanation. If a Qantas aircraft was not available, it is unclear why tickets were sold as a Qantas flight in the first place.
The original departure time was 8:30 PM, then changed to 10:00 PM, delayed again to 11:00 PM, and we eventually boarded around 12 midnight—a total delay of 3–4 hours.
Despite this long delay, no hot meal or proper assistance was provided, even though there were small children. We were travelling with our young son, and due to the very late hour, we were forced to give him junk food, which was unacceptable given the delay was caused by the airline.
In addition:
In-flight service was very poor
The aircraft reportedly had a technical issue, causing further stress before departure
Cabin crew attitude was disappointing and unhelpful.

I know it's a 1st world problem but when I fly -and pay for - business class, I expect the respective service in return for my dollars. And when you praise your menu,
Mr Perry, for all your efforts of your 'designed menu', you either forget or have to remind staff that they have to also heat it up! And that EVERY TIME. Unless it's a salad, which mine wasn't on either occasion.

Booked flight with assistance and walking aid. On arrival at airport told by checking staff that we could not take walking aid to gate (usual practice on other airlines) as they do not have sufficient staff to take rollator to the hold. So had to book in at oversized luggage and use a wheelchair airline sized - most uncomfortable. Then told assistant would not be available so could my partner push me to the gate. Once on aircraft, arriving in NZ and collection of frame at Auckland at the gate went fine. Very disappointing ground staff at Qantas Adelaide airport. Shame really as our stay in Adelaide was excellent as were all on the flight itself. No doubt Qantas response will be not up to our usual standard etc, but sadly they missed their chance. Shall not be flying with them again.

Very angry and unwelcoming staff especially at the gate. Not a kid and family friendly airline. Thank you Hannah at NZ departure for you arrogance

It’s frankly embarrassing that an international airline like Qantas can’t send verification codes internationally. This basic failure has dragged on for months, with customer service offering nothing but endless transfers, dropped calls, or outright hang-ups. No ownership, no solutions, no accountability.
And after all that frustration, the onboard experience feels no better than a budget airline, except with premium pricing. Qantas seems to be trading entirely on its past reputation, because the reality is a broken system, incompetent support, and a product that no longer justifies the cost. Deeply disappointing.

If you can, do not fly with them! Seriously their customerservice is beyond horrible! Their sorry sorry bla bla bla but cant help. I needed an luggage upgrade which of course wanted to book online and pay. They REFUSED! The only solution in the end was to pay on the local airport in queenstown a horrible transportationfee which was quaduble the ammount of the flight there. For no reason at all!!! And one cant do anything. They just can strongarm you as much they want in such cases.

Wasted an hour booking flights only for the app to crash and lose all details. Still charged my card, now I have to wait 7-10 days for a refund before I can afford to rebook, by which point airfares would have gone up. CRIMINALS!!!

Quantas have just sent my mother and I through a massive rigmarole over attempting to book an extra seat for our economy flight back to sydney from singapore (an 8 hour flight no stops).

We wished to add the final seat in our row to our booking and we did we bought it and it was confirmed. we then check the app and it says our flight has been cancelled but we received no update from quantas directly, no email, no call. they just cancelled the flight and no information about a refund nothing.

My mother had to then spend an hour on the phone being passed from person to person because they “don’t have the training to do that” each of them saying they’d be able to refund the cancelled booking and rebook it. we get to the final person the “expert” and they simply say that it cannot be done.

We are not only extremely disappointed with the amount of time it took to sort out an issue like this but also the lack of initial communication on the matter as well and the quantas’ system offering services that are “not possible.”

We will not be flying Quantas in the future and we suggest you don’t either.

Very unreliable! Constantly kept changing our flights which in consequently affects our connecting flights. Very poor customer service. Worst airline service

Mmmm, not even 1 star. After telling us our flight was cancelled, which it wasn't. We had to book for the next day at expense of $4000. They overbooked then charged us. Lie After Lie, After Lie, After Lie
Do not recommend quantas have fallen of the cliff. Shame full. SCAM. YOU SHOULD BE EMBARRASSED QUANTAS