Qantas Airways
Reviews and Complaints

Hi for those who may concern,
I would like to make a formal complaint.
I have been platinum membership (6895930) with QANTAS in the last 8-9 years and will be almost lifetime gold member soon.
Recently my husband traveled with me from Brisbane to Christchurch (with QF135) for holliday, we really enjoyed the trip. However on the way back, the only option to travel back Brisbane is via Sydney with Jetstar (JQ224). Being a platinum member, we have luggage allowance around 50kg+20kg. However due to the fact traveling with Jetstar in between the travels, the allowance only down to 20kg+20kg. I was not treated as platinum member at all. Which is extremely frustrating and disappointing. If QANTAS is going to share the service with Jetstar (I booked all my flights through QANTAS website), the membership status should be taken into account. We had to queue for checkin etc, and had to take at least 5kg of our belongs from the luggage due to less allowance during the transit. When I made all the relevant enquires to the Jetstar staff, they all are not aware of anything and didn't been bothered to sort out the issues for us.
It was affecting our travel a lot, which shouldn't happen to a 8-9 years platinum membership and loyal QANTAS customers. Hope QANTAS is able to provide some explanations and how to avoid similar situations in the near further.

I Travelled from Canberra / Sydney to London on QF1 on 25 / 26 September - Ref: TOXGST
Flight experienced 3 significant delays totalling 4 hours when leaving Sydney, Singapore and on arrival at
Heathrow.
I had allowed 3.5 hours between due arrival time of 06.10 am and departure of a coach to Warwick.
No coach bookings were available for a further 5 hours resulting in complicated and expensive cross London train travel and further train to Warwick at a cost of 31GBP.
I consider it would not be unreasonable to seek compensation for the coach cost of 21GBP.
Thank you.
Julie Doyle
Qantas Frequent Flyer 3291352

This is the second time I have emailed with regards to our complaint!
As you can see attached, my husband and I had flights booked with qantas coming back from Manchester UK through Dubai then onto Sydney and Cairns. When we arrived for our connecting flight to Cairns from Sydney we were told by the qantas staff there was no such flight. The Qantas staff were uncomfortable because we had had such already a long flight, we were put up in a hotel for the night until the next day when a flight was available for us . We had to still pay for one night at our accomodation, plus the taxi fee from Cairns to port Douglas which is an Hour . We lost one full day from our holiday which was only 6 days as it was... Again we would like to know who accommodates for our loss, surely this would be Qantas as it was no fault of our own that the flight we were originally booked on was invisible! I would like a reply with regards to this or we will be heading to fair go.
2 not very happy customers!

We recently travelled from Brisbane to Dubai - Dubai - Venice and then return from London to Singapore and then return to Brisbane. Our flights were all booked through Qantas and we were told by your Qantas lounge salesperson we could use the lounges in all these destinations as we had Qantas booked tickets. When departing from Dubai we approached the Emirates lounge and we were refused entry even though we had a Qantas booked ticket and a Qantas lounge paid membership. They said we could use the lounge if we paid US$160 each to enter. When we were departing Singapore we visited the Qantas lounge only to find they don't commence operation until 2.30pm and we sat at the airport from 630am until we flew at 10.20am. We then once again approached the emirates lounge which we were told by your staff that we could use this lounge as you codeshare with this company and we were flying Emirates on a Qantas codeshare ticket. We were once again told that our paid membership was not accepted. The times we were turned away we were told if we were flying business class we could have entered. We are very disappointed with our paid membership as we only joined due to the amount of flying we were doing on this journey. Please explain why it only seems business class is the only clientele that you identify. We are now looking at other options for airline travel
Our email address is darren.[protected]@bigpond.com
Our booking number is OHU56E

I cancelled my flight from Broome to Perth (ref JOUPPS) scheduled for 19th November as my husband has had an accident. I received an email confirming the cancellation and giving me a credit note. I phoned Qantas to say I didn't want to credit note as I was making an insurance claim. The lady I spoke to told me to go onto the website and complete the customer feedback form requesting a travel insurance letter without the credit. I did that (ref [protected]). I had a follow up email from Qantas on 02/09/19 asking me if I wanted a letter stating the cancelled flights and seat reservation with no credit voucher. I said yes but despite numerous emails, I have had no response. When I try and ring the call waiting time is huge which would cost me a lot of money.

Please can you sort this out as it is the last piece of information I need to make the claim.

Thank you

Caroline Huff
Caroline.[protected]@hotmail.co.uk
(44) [protected]
15 Ainsworth Avenue, Ovingdean, Brighton, England

Hi this morning I was pulled of my flight due to having a ecig in my luggage it was a ecig with no batterys in it no liquids in it, all my batterys and liquids for my ecig were in my carry on luggage as per your requirements I took it out of my luggage infront of your staff and showed them that there was no batterys or liquids in it, and put it in my carry on luggage, I was then told I couldn't put my luggage back on the plane as it was to late but I could put my luggage in a locker and board the plane,,
I needed my luggage as it had my medication in it so I couldn't put it in a locker and go without it your staff were very rude saying the ecig might have residue in it, it was brand new never been used and I showed them that. So I missed my plane over stupidty, I abided by all your rules no batterys or liquids for my ecig in my luggage only a brand new ecig with no no batterys in it and I miss my flight over this, nothing in your dangerous goods rule states I can't have a brand new ecig in my luggage, only says batterys and liquids for the ecig must be in carry on luggage and they were. Id like someone to call me asap please [protected] and explain to a very upsett frequent flyer as to why I was treated this way and made to miss my flight, when I have carried a ecig with no batterys or liqiud in my luggage for years and never had a problem before, I followed all your rules and done the right thing always.

I am going away for a month with my partner and I called to request a 2nd card in case we needed it/lost it.
I was told by customer service that this was not available to me but transferred my call to the travel money department...15mins later my call was cut off, as happens A LOT with Qantas.

Now I don't have time to organise a couple of cards (I say a couple of cards because this is a service I can expect from the bank) and I'm guessing as usual with this complaint I won't hear anything from you for days!

I cannot accept that you (the size of company you are and the amount of customers you service) that you do not have it within your power to let couples have additional cards whilst abroad. What do we do if we happen to lose that one card or it's stolen, how do we access our money?

My client number 5953026
Date 21/09/2019

If you do offer a 2nd card, then you need to clue up your call centre staff and if this is something you offer can you send one to our address abroad?

HI,
I arrived today morning 18/9/2019 in Delhi on flight SQ 732 and was told my checked baggage wasn't available.
My initial booking was with Cathay Pacific from Adelaide - Delhi via Sydney and Hong Kong on 17/9/2019.
But my domestic connection Adelaide to Sydney QF 732 was delayed to land and that's how I missed international connection with Cathay pacific CX 162( Sydney to Hongkong) and then CX697( Hong Kong to Delhi).
I was asked to go to Qantas counter and they rescheduled my flights as :
* Sydney to Singapore with British airways BA16 on 17/9/2019 at 14.50 pm
* Singapore to Delhi with Singapore Airlines on 18/9/2019 at 2.35 am on 18/9/2019.
These are the 2 international connections I took after leaving Sydney.
MY Checked bag- Bag tag number QF622069- was taken by Qantas at Adelaide airport.

Please assist me in locating my luggage as it has all my essentials and also some gifts.
I have come to India in a state of urgency as my Dad is unwell and is to undergo intensive treatment in the next few weeks.
So, I do need my stuff.
This is a big stuff up involving multiple airlines.Please liase with the above including
* Qantas Adelaide
*Qantas Sydney
*Cathay Pacific Sydney
*British airways Sydney
*British airways Singapore
*Singapore airlines Singapore
*Singapore airlines Delhi

This would certainly enable tracking of the my bag.

I will look forward to hearing from you soon.
I will prefer email over phone.

Kind Regards,
Taru Bansal
India no. [protected].

QF1 - singapore to London 13 Sept 2019 - seat 20J (originally seat 20A)

You offered me a window seat for my return flight. I checked in and find I can't change my seat and you've placed me in the aisle. Whilst this may sound trivial, it's not to a customer who has been away in business and was looking forward to the window seat on the way home. There is no room on the aisle seat to place anything whereas window seats have much more options.

Your business class offering is not good. I'm far too close to the passenger beside me. Your seating is like big ballooned seats. Your lounge is like an upgraded service station and there is no privacy or special service on the flight. It's absolute rubbish.

I will never fly Qantas again unless you upgrade to a service comparable with your competitors. Have a look at virgin and see how you compare.

I booked this flight from French Polynesia to Australia - through, which I thought was Quantas, but turned out to be Air Tahiti Nui on behalf of your airline. I have tried to reach out to Air Tahiti Nui through facebook, instragram, email, complaints to the Better Business Bureau and twice through their online portal (both times it did not work). At this point, I am VERY UPSET with Quantas for doing business with such a poor airline.

My airline booking was JKG3JY. The initial flight would have left on Saturday July 27th at 9am, and the new flight that was listed the next day at 1am, it was also cancelled. It was only after 3 days, that I was able to continue my trip.

To start this from the beginning. I went to the Papeete airport at 6am for my 9am flight. Checked in, baggage, everything. As the departure time drew near, we were none the wiser on the delay. Finally 9am rolled around, and they told us it would be another hour delay. More and more time was added, and none of the announcements were even legible, as the PA system was so low and everyone was talking. Finally, they tell us, the flight is cancelled. They make us walk out of the airport in the heat, and go through CUSTOMS! Which took a very long time. Then, we were forced to cue in a line to find out when the next flight was available. Everyone waited in line for an hour, from 12-1, as the staff obviously ate lunch - as NO ONE CAME UNTIL 1pm! After an hour waiting in the heat with several hundred people, everyone was irate! Finally when I got to the front of the line, they told me it was up to me to find my own accommodation and that the next flight was 1am the next day - and to provide them with my email and phone (which I did, I also provided them with the Air BNB host where I was staying cell number). Luckily, they had a spare room at the Air BNB. I racked up a huge cellphone bill trying to get the car company to not cancel my rental, which, they did anyway.

My host drove me to the airport the next day at 10pm, I would like to mention he did this with 2 young kids at home. We get there to find the place empty, and security telling us that the flight was cancelled. I go to the Air Tahiti Nui office that is at the airport, and I ask why I was not emailed or phoned about this. She Shrugged her shoulders and said it was not her fault. I asked her what I am supposed to do, and luckily, the Air BNB had a couch I could stay on - as - EVERY HOTEL WAS BOOKED IN THE HEIGHT OF TRAVEL SEASON. I went back to the place, and awoke at 6am again.

I was lucky enough to have my flight to change to allow me to get to Melbourne and catch up with my group.

This whole flight cancellations cost me a lot on my trip, not to mention, I missed out on my private tour of Parliament and the grounds of the Governor Generals Residence through my friend at Foreign Affairs - which I lugged a suit and tie around the globe for.

I have documents showing the car I lost - which I had to rent a new one, the 2 nights of Air BNBs that were paid for and unable to cancel due to 48 hour cancellation terms, and finally the food that I was not reimbursed for, that Air Tahiti Nui said they would (if you want to do customer service right, maybe provide people with a food card - the line to have your reimbursement was past the edge of the airport terminal.

Cost of car rental lost: $278
Air BNB Night 1: $66.14
Air BNB Night 2: 90.65
Food: $90
Cellphone bill long distance to Australia: $54
Days lost in Australia as part of my trip: 2
TOTAL: $580 CDN

Honestly, I have traveled to a number of tropical island places, and I know, things work a bit slower on island time. But honestly, the customer service was rude, and horrible. I have never been treated so badly - and had such a horrible experience with an airline. I have copied this write up to save and post, depending on how you guys respond. As a foreigner in a country, you rely on the airlines to hopefully have your back. In my last trip, where French Polynesia was included I flew with 10 different airlines across 17 flights - and everyone was amazing and supportive.

If you want to gain customers trust, you cannot treat them so poorly.

I am disappointed that Quantas would attach their name with such a poor airline, it will really make me think twice before booking with either airline.

J Alex Gibson

The incident happened on 3rd Sept 2019 while travelling from LAX to MEL through QF 94. My luggage was not received timely do to which either I have to miss a social event or have to spend around $250 for the necessary clothes for the program. All my clothes are in the suitcase and I had nothing to wear for the event.

I missed to inform the service agent at the airport about this issue but she told me that the luggage will be sent to my residential address during the evening time only.

It is really an unexpected and undesirable experience for me while travelling through Qantas Airways. I am truly unhappy to face this event.

I am not sure how my complaint will be addressed by Qantas and I wish none of the customers has to suffer from this type of incident in future.

Thanks
Narayan Subedi
23 Poole Street
Burwood

I have a question and potential complaint about the business class chauffeur service. I have tried calling from the UK, but the call back service is only for Australian and N.Z. mobile numbers. Also the waiting time for holding on for a customer service person is over an hour. Your webchat service only works in Autralia, and any emails sent to info@qantas.com just bounce back.

Communication with Qantas from the UK is hopeless.

My questions, which are set out in the email below I tried to send, are very straight forward.

I would appreciate an answer.

My email address is [protected]@btinternet.com. My mobile is +[protected].

Email (which just bounces back from info@qantas.com) was as follows -

From: Gordon BRANSTON
Date: 30 August 2019 at 13:06:45 BST
To: info@qantas.com
Subject: Booking ref. J4L120 / membership # 2698787

I have booked a direct flight (business class) from London Heathrow to Perth (17 Oct) and also from Perth to London (11 Nov) for my wife and myself.

I have also booked the free chauffeur service and provided the pick-up address in the UK for 17 Oct. and also the pick-up address in Perth for 11 Nov. There was no facility for providing the address in Perth we need to go to when we arrive in Perth (same as the pick-up address for 11 Nov.). Can you confirm that there will be a chauffeur service when we arrive in Perth to take us to out destination and not just at the London end to get us to Heathrow airport? Similarly, can you confirm that there will be a chauffeur service at London Heathrow when we return from Perth?

It would seem odd if the service provides only for getting to the airport at each end and not from the airport to our destination.

Also, I registered for the special offer of 50% additional airmiles for flights booked by 29 August. I then booked the flights. Both a couple of days ago. Can you confirm that our flights will get the 50% bonus and let me know how many airmiles we will earn.

I tried calling Customer Service, but the waiting time was over an hour, so have resorted to email.

Regards,

J. D. G. Branston

Flight from Auckland to Sydney delayed due to mechanical failure which I understand. However, this delay caused us to miss out connecting flight to Johannesburg, and also our flight to Windhoek. I understand that mechanical failures happen, and that this needs to be thoroughly sorted for us to have a safe journey. However, we sat on the tarmac for 4 hours before taking off, with very little communication. We asked on board about our connecting flight, and were given no information and told to only speak to ground staff when we landed. We then waiting in a line for 2 hours to be told that we had already been booked onto an Emirates flight via Dubai. We were offered no apologies, and told that our missed flight to Windhoek was our fault. We chose to fly with qantas as this was a direct flight. However, a trip which should have taken us 21 hours, has taken us over 48 hours, and cost us an extra 1200 in missed flights, and a day less of accomodation and rental car. We are flying with qantas on our way home, which we are honestly not looking forward to, as thus far it has put a damper on a dream trip.

On the 16th of July 2019, I flew with Qantas from Adelaide to Sydney then Sydney to Manila starting from Adelaide domestic flight no. QF740 departing Adelaide at 7.55 am. As I do have back injury I have asked to have a pick up service or support at the gate and at every stop when I arrived in Sydney and Manila but to no avail. No one helped me.
I then moved on to transfer to my International flight to Manila using the transit available again without help.
During the flight I was seating next to my friend who was also on flight QF19 on July 16, 2019. Our travel was due to our mothers being in a critical condiion in the hopsital's ICU department, a real co incidence and we are not happy. For this reason, we decided to have a drink of red wine and let the whole flight go without worrying what we are about to face when we land in the Philippines. So we did. We were enjoying the flight and the drink when suddenly I noticed a young girl crying, drunk and vomitting. Not knowing who this young lady was, I felt sorry for her as there was no one helping her not even one Qantas staff so I went over to help her and tried to calm her down. I gave her a brown bag to spit on when all of a sudden a lady staff yelled at me and told me to back off and go back to my seat. The staff was very loud and I was very embarrased as everyone looked at me. I then went back to my seat and went quiet.
Then about three or four staff took over and attended to the young girl while abusing her verbally. The young girl fell to sleep afterwards.
To my shock, one of the staff went back to me where I was sitting and continued to abused me verbally accusing me that I encouraged the young lady to get drunk. The staff was very loud and I did not appreciate the way I got treated. I was abused, very embarrassed and distressed. The accusation was false and unfounded. That said I am making this complain.

The staff concerned is a lady. The two other staffs that can witnessed this incident was Zac and Mustaffa.

I am hoping for your immediate response to this matter.

Respectfully yours,

Ms. Lorna Olinares
19 Dotterel Crt.
Wynn Vale SA 5127
Mob. [protected]

Hi

My name is Suresh Sharma. I am writing this email regarding my parents Flight from Amritsar to Canberra dated 14th August 2019 ticket attached. They arrived in Melbourne on time and in Melbourne they ask the flight staff to assist them with the wheel chair and baggage assistance. But the staff takes too long to bring them wheel chair. And while my parents waiting for the wheel chair they were constantly telling the staff that they have connecting flight to Canberra in a very short time and if you take so long then may be we miss our flight but that staff member was so irresponsible and so negligent who ignore my parents.

The staff member then told my parents that nothing to worry if they miss the flight then he can adjust them in the another filght with no extra cost. And during this crucial time he was on the phone so long and ignoring my parents. After long wait when the wheel chair came then that staff member took them to the Gate from where the connecting Flight from Melbourne to Canberra takes off. When they reach to the Gate, the staff over there told them that its too late because they reach late. Now the drama starts. The staff member who was assisting my parents now realise the problem. And he suddenly start saying that Qantas will not reissue any ticket and ask my parents to book a new domestic flight from Melbourne to Canberra. My parents said its not our fault why we book another flight. My parents told him that its your fault because you make us late and now you have to fix it. But he start behaving rudely and left my parents helplessly over the airport.

This kind of harassment is not acceptable. My father aged 80 and my mother aged 74. They were shocked with the staff behaviour and there was no one at the airport to help them out. Then my mother ask someone for help and with the help of one of the passenger my parents talk to me on the phone. They explain me the whole situation. I was really shocked.

Because I was in Canberra I quickly booked the Flight online for them which cost me $ 560.25 and also because it was the domestic flight I pay $ 180.00 for extra baggage. So its $ 740.25 altogether. The Flight number was QF816 dated 15th August 2019 at 10.45am from Melbourne to Canberra ticket attached.

So the bottom line is due to your staff negligence my parents miss the Filight and now I am requesting you for a refund of the connecting flight from Melbourne to Canberra which my parents not travelled.

An early action will be highly appreciated.

I have previously lodged a complaint about this problem but as yet no one has bothered to respond to it.

My wife and I were travelling from Brisbane to Darwin no QF836 on Thursday 8th August, when we went to get something to eat in the Business Lounge we were both surprised at the poor standard of food on offer, my wife took on look and said "No thanks" and walked away. There was some sought of spicy beef slop with sticky, glueie rice or the left overs of a depleted salad bar. The cutlery container at the end of the counter was virtually empty, I took the last knife but yet the cutlery container on the other side of the room was jammed packed. I had to ask someone to get me a glass as there were none in the juice drink area. Later again I had to ask that the cheese platter be restocked as there were only scraps left. The Qantas Business Lounge in Darwin is far, far superior then that at Brisbane. In this case I don't believe paying the additional cost to flying Business Class was worth the expense. I don't know if it is a case of your staff not giving a stuff or they are restrictions on staff levels or restrictions on the food on offer.

I do hope someone responds to this complaint!

12/2/18 Eticket [protected] - flight 6/4/19 OCIW7U flight from Paris to Australia return - this flight was paid by points -
11/5/19 called qantas to advise the return flight needed to be altered and a new return flight date was selected with the operator and a change fee of $300 dollars was agreed upon.
On checking my credit card a few months later I was consequently charged a full round trip flight fee of $1953.04. I have followed up with Qantas and still can seem to get an answer its been many months. Eticket [protected] They have charged for a return trip flight when i was already in Australia and have retained my points for the original flight. So ive been charged twice.

Please refund my money for the flight as this was always a points flight.

Jamie

Qantas Customer Care Reference Number [protected]
I first wrote to Qantas regarding this complaint on the 25/3/19 via the online platform.
On the 19/4/2019 I received a reply from someone called Karen who wrote " Response By Email (Telesales Consultant 05) (19/04/2019 02.11 AM)

Hi Helen,
Thank you for taking the time to contact us.
We are currently experiencing a high volume of emails and apologise for any inconvenience this delay in responding may have caused and we understand the importance of your complaint.
You will need to contact Customer Care directly. Complete the Customer Care form, the following link is provided for your convenience:
http://www.qantas.com.au/travel/airlines/customer-care-feedback-form/global/en
__________________________________________________________________________________
I then received an email from a representative called April on 12/7/19 several weeks since re-submitting my complaint online who asked for the details already supplied on 25/3/19. I replied confirming the original booking details. __________________________________________________________________________________
On the 13/7/19 I received another reply again asking me to supply the details already supplied in the email on the 25/3/19.

This email Ref No: [protected]

Dear Helen,

Thank you for your response.

I have checked your booking reference and I have some queries with the booking reference of your husband. I checked your husband's booking and want to confirm the name of your husband which is indicated on his original booking.

Thank you and look forward to your response.
Kind regards,
April Joy __________________________________________________________________________________
I replied on 18/7/19 re-confirming my husbands surname and the details. I also queried why I had received a survey request asking if my complaint [protected] has been dealt with appropriately. Nothing has been addressed. ___________________________________________________________________________
On 20/7/19 I received a further email from qantas_customer_care@qantas.com.au from April asking me to confirm the same information again

Ref No: [protected]

Dear Helen,
Thank you for your patience in our response.

I apologise for the taken time to resolve this concern. As we need to contact our Awards team for this concern.

May I ask for the original booking reference of your husband, as well as the Frequent Flyer number that you've used for this booking.

Your patience and understanding is very much appreciated, and we look forward to your response.
Kind regards,
April Joy
Qantas Customer Care
_________________________________________________________________________________

On the 22/7/19 I replied advising I had sent all the information on several occasions and I asked for a manager's name. __________________________________________________________________________________
Today 25/7/19 I have written sending the same information again to April as I have not received any replies or updates to my complaint made 25/3/19. __________________________________________________________________________________
To confirm here are all the details……………………..
Original Booking Reference for David Mansell QF 7661218 was WOZWGO outward travel 23/3/2019. Replacement Booking Reference LPBJ28
Original Booking Reference for Helen Berry QF 6340508 was WOAJWW outward travel 23/3/2019. Replacement Booking Reference to JQQLLW

My husband David Mansell QF 7661218 had a classic reward booking under booking reference WOZWGO for travel 23/3 QF9 Perth to LHR and return 1/5/19 EK16 LGW via Dubai to Perth on flight EK420. On Friday 22/3/19 I called to change this to a new booking and I was told this was not possible and the flight needed to be cancelled and a new flight booked. The cost of the original flight under WOZWGQ was $1179.52 plus $12.00 credit card charge. The new flight has cost $1429.43 plus $14.50 credit card charge. In cancelling as per the advice received he has lost 6000 Qantas points, had to pay additional costs and use more points than the first booking.
I Helen Berry have had the same issue under by original classic reward booking WOAJWW for travel 23/3 QF9 Perth to LHR and return 22/4/19 QR8 LHR via Doha to Perth on flight QR900. My original flight cost was $1107.32 plus $12.00 credit card charge. The new flight for myself is under booking reference JQQLLW and has cost $1443.93 and again resulted in additional charges and loss of 6000 Qantas points.
In addition we had to purchase 30000 Qantas points for $884.00. The total difference with this purchase has resulted in $1615.02 of additional charges and the loss of 12000 points between us.
On querying this we have been told we should have simply followed change my booking online but this advice was not provided on the phone. We were told to cancel and re-book. The advice given needs to be consistent.

Could Qantas please refund our 6000 Qantas points each to QF6340508 Helen Berry and QF 7661218 David Mansell and the refund the difference in considerable cost.

The original bookings under WOAJWW & WOZWGO cost $2286.84. The revised flights cost $3017.86 an additional $731.02 and the need to acquire more points at a cost of $884.00. This is an additional total outlay of $1615.02 plus 12000 points.

I do feel we have been more than patient in waiting for a reply and assistance to resolve this would be greatly appreciated. Should you wish to discuss my mobile number is [protected].
Many Thanks
Helen Berry

I have been a FF for more than 25 years and have hundreds of points. I just wanted to upgrade a paid economy flight using points, simple right?
I rang the trusty 131131 number numerous times and was put on hold ... yes, I know you're experiencing a very busy time, i.e. you don't have enough people on the call lines... for 20 minutes, then 40 minutes and then 30 minutes. After three attempts I took the SMS option - and after 7.5 hours, YES 7.5 HOURS, I had a response but after being requested repeatedly to put in my FF number (for the third time) and name (for the third time) I finally got a response from a very nice customer service person who tried to help me. I duly entered my customer reference number and flight details only to be requested to fill in a form via SMS with my FF PIN (which I had to use on all the multiple times I called the FF number 13 11 31 that is supposed to provide 24/7 service - I never realised that meant I had to be on hold for 24 hours for 7 days)! Of course, in a way only Qantas could manage - I couldn't open the form in SMS, even though I was on my iPhone so apparently it was then necessary to log in to my FF account. Even doing that didn't make it transparent - QANTAS, this service is disgraceful. Alan Joyce, you have recently said you have been listening to your clients and are improving your service especially those like me who have been loyal to your airline for more than a quarter of a century. My experience proves that your words are hollow and disrespectful, you should be ashamed!

Hi,
I am trying to call Qantas regarding a flight booking and nobody is answering the phone. I have now spent +15 hours on hold over the past 10 days!
I have also tried emailing and texting but just get an automated response to call.
I did leave a number but someone called me back 3 hours later when I was out!
What is going on? I have been a Qantas Gold/Platinum member since 1992 and have never experienced service this bad!
My issue is that Qantas have changed a time of a flight I am booked on which means I have a really bad connection, so I need the connecting flight to be changed.
Please can someone call me on [protected].
Graeme and Karen Elgie