Qantas Airways
Reviews and Complaints

Sunday, 23rd April 2023, Flights from Durban, South Africa on SA546 to Jhb, then boarded QF64 arriving in Sydney on the 24th April 2023. One of our pieces of luggage did not arrive. My husband was told to report this at his final destination of Brisbane.

Their flight from Sydney to Brisbane was QF 528. On arrival in Brisbane there were now three pieces of luggage that did not arrive.
A report was made and a reference number given.
The following day, two out of the three pieces of luggage were delivered to our home.
The third piece of luggage has still (9 days later) not been found or tracked.

It is impossible to get to speak to anyone at Qantas, and when on the odd occassion that someone will answer a phone, they cannot assist in anyway other than by saying, they are searching. Which is total nonsense, as I went through Johannesburg airport a week later and Menzies Aviation who handle the luggage transfer were not aware that this luggage was missing. Apparently the luggage was not scanned out of Johannesburg airport.

Still to date we have received no update or communication from Qantas.
This is appalling service when paying these premium rates to fly with them.

I called and spoke to Qantas agents on 26/8/22, 28/8/22, 30/8/22 (twice), 19/9/22, 20/9/22, 4/10/22, 6/10/22 (twice). On 24/12/22 I spoke to Lynn (ID number 670606) who told me the amount of our refund would be £1110 GBP per person ie £6660 GBP

(NB Fee difference was waived by Julie in the Philippines during a call on 20/9/22)

I was told that as the agency with whom we originally booked had ceased trading we needed to complete a Customer Refund Declaration which we did, had notarised by a New Zealand Justice of the Peace and emailed to Qantas on 25th Feb 2023.

On around the 20th March I received an email dated 10th March from Kristine in SHR Agency Assist ([protected]@qantas.com. au) (all internet communications here were down for quite a while because of Hurricane Gabrielle) informing me that our refund had been approved and that I needed to provide a phone number on which she would contact me to take my bank information to transfer the funds.

I provided this in my email to her of 30th March and also advised her that the amount had been calculated wrongly and was more than £1400 less than the sum we had been told we could expect.

(NB although we bought in GBP sterling the suggested refund was in EUR and perhaps the currency discrepancy was the root of the mistake?)

To date I have received neither a reply to my email nor a phone call or text.

I emailed Kristine again on 3rd April and yet again on Tuesday of last week 11/4/23.

On 18/4/23 I received a read receipt from SHR Agency Assist for my email of 11/4/23, but no actual reply, then or since.

I have spent countless futile hours during the past two weeks so far either on hold or speaking to a series of agents, the vast majority of whom seem to have a very slender grasp of the matter and little to no inclination to help even were they able to do so. Even they, it seems are prevented from communicating directly with Qantas in Australia.

On the advice of "Alan" I filed an online complaint and was assured a response "within 72 hours". That was ten days ago and apart from an automated reply saying it had been received, I have heard nothing.

Qantas customer service is woefully ineffective, made no better by having agents many of whom don’t speak very good English and don’t appear to have a very good grip either of the principles of customer service or indeed the workings of the company that employs them:

So far only a handful of the agents I’ve spoken to has even heard of Agency Assist, but even they were at a loss as to how to reach them.

It’s been months.

We just want our refund.

When can we have it please?

Online Complaint ref [protected]

New booking ref (16/4/23) 64IUPM

(additional ref from Alan 5RXPQ3)

I called and spoke to your agents on 26/8/22, 28/8/22, 30/8/22 (twice), 19/9/22, 20/9/22, 4/10/22, 6/10/22 (twice). On 24/12/22) I spoke to Lynn (ID number 670606) who told me the amount of our refund would be in the amount of £1110 GBP per person ie £6660 GBP

(NB Fee difference was waived by Julie in the Philippines during a call on 20/9/22)

14/4/23 number 6 Rachel. Cape Town “supervisor Ayanda wcb within 30 mins”

No call back.

number 7 Khim. Manilla “wcb today” No call back

15/4/23 number 8 Neil. Manilla “supervisor wcb” No call back

number 9 AJ. Manilla “wcb”. No call back

16/4/23 number 10 Alan. Manilla Issued new booking number (5RXPQ3) and guided me through making online complaint ref [protected]. Assured me of a response within 72 hours.

No response as at 22/4/23.

18/4/23 number 11 Lohar. Fiji “will investigate and call back.” No call back.

Received a read receipt from SHR-Agency Assist for my email sent on 11/4/23

22/4/23 Number 12 Andy. Fiji. Investigating. Cut off. Called back. Cut off. Called back. Cut off called back but cut off before I could answer. Apparently issue is with finance dept who are awaiting something from Travelgenio.

24/4/23 Number 13 Lorna. Manilla Says she cant progress it any further as they are prevented from contacting any of the senior depts direct. There is no direct phone number to SHR Agency Assist. Her suggestion was to continue emailing

I have a Qantas credit to the value of $538.00. I originally booked the flight through American Express Travel as I have a Qantas Amex Credit Card.

My complaint is about the unreasonable and unfair conditions around using the Qantas credit. Firstly, is it reasonable that I can only use my flight credit if I rebook through Amex Travel? If I use Amex Travel to make a booking, I have to phone them. The credit is not available to me to use when I logon to my account with Amex Travel and try to book online. Once I have spoken to Amex Travel on the phone, I still have to wait two days for the credit to be approved. Is this reasonable and fair?

Secondly, is it reasonable and fair that I cannot use the flight credit for a Jetstar flight? Isn't Jetstar operated by Qantas?

Thirdly, every domestic and international Qantas flight I have looked at to book through Amex Travel have been more expensive than booking with another airline even when my flight credit is deducted from the cost of the Qantas flight. Is this fair and reasonable?

It seems to me that Qantas are creating unreasonable barriers to a legitimate credit flight entitlement.

I have tried to contact Qantas with my concerns, but it is impossible to leave a complaint on their website as each prompt diverts the user away from composing a concern. I have also tried phoning them on the number they suggest, but after spending several hours on hold, I have given up. Is this reasonable and fair-trading practice?

I would like a refund of my $538.00 as there seems to be no reasonable way to use the credit I am owed. Afterall, as an Australian taxpayer for over 50 years isn't it fair and reasonable that given my taxes supported Qantas during the pandemic, I be able to reasonably and fairly use my flight credit?

Julie Hillin

We we’re returning from a family holiday in Australia, our return flight from Sydney to Darwin ended up with us been told we were being taken of the plane with 30 other passengers due a fault with the plane,all luggage was of loaded to reduce weight, there was no consideration to the impact this had, we were given a form to claim compensation with details on to contact when we eventually got home, it has now been a year since the event and we are no further forward

I have been given two case numbers the first I was advised had been closed, don’t know why

And the second I am being told does not match any information on the system, below is the details I have as to booking and case numbers

Claim number [protected] closed out ?

Claim number 2 [protected]

Booking Ref 3WZSPXN

Check in Ref P86mba

Lean name Brian tones

Contact number [protected] (Uk)

Flight QF10 Wednesday 29th March 2023, from Perth to Melbourne was a domestic flight.

I arrived to check in an hour before as is normal for a domestic flight.

On arrival I was told as the plane flew in from London, and I had to check in 3 hours before departure.

Qantas refused to allow me to board my flight and demanded I pay for a later flight if I still wanted to go to Melbourne.

I was never informed of this requirement.

I was NEVER told it was an international flight.

This was a huge inconvenience, and I missed an important meeting and I had to reschedule my travel arrangements I had organised on my arrival in Melbourne.

My return Flight QF9 Saturday 1st April 2023, I rang Qantas and asked if QF9 was a domestic flight or international flight.

I was assured it was a domestic flight and i only had to be there one hour before departure. I asked 6 times.

Again, on arrival I was told it was an international flight and I should have been there 3 hours before departure.

Then after being harassed by staff and border security I then had my flight delayed 6 times and I have the text messages as evidence.

This again disrupted my connecting business meetings and further travel arrangements.

David Blaby Booking Reference 69JUQF Flight QF943 25th March

Frequent Flyer #0662171

On arrival Brisbane airport to check in my baggage it took 35mins in the Qantas Gold line (longest I have ever waited). I had already checked in and had my seats allocated via the online check in seats 13B & 13C (exit row) paid for Receipt #[protected] and #[protected] $70 each seat Total $140. When boarding I found out that my seats had been changed to 7 E&F. Asked the flight attendant why and told no idea (What a joke) you need to reimburse me the $140 ASAP.

To make matters worse the food was by far the worse I had ever had and made me sick. The area of the plane was very hot and not able to be controlled (confirmed by the flight attendant) . the seat unable to recline. And cramped.

I'm a life time Gold Member and have never. Had a worse experience when flying with Quants.

I rang quants with no outcome. very poor service

On our way back home last November 2022 Qantas flight was delayed for 3 hrs. Consequently, we’ve missed all our connecting flights. Thus, got stuck overnight in Auckland. Qantas never bothered to book us (a family of 4) to any accommodation nor taxi us out of the airport.

Qantas 0800 service desk told us to pay for our own taxi fares, food and accommodation. They promised to reimburse the cost incurred.

When we did try to reimburse our expenses for 4 people, we were told that they were only going to pay for 1. Which is what we did receive.

Really unfair of Qantas considering all the stress they’ve caused unto my family who just lost a family member which was the main reason of our travel.

Afternoon,

We have had a very unpleasant experience flying with Quantas. Our first flight which was supposed to be from Johannesburg to Sydney and then to Auckland; was cancelled without as much as an email to inform us. And we were told we could only get a flight almost a month later. With a big struggle they finally managed to get us on a plane the next day after saying nothing is available.

Flying back from Auckland to SA on the 7th of Match23 we now fly from Auckland to Sydney to Perth to Johannesburg. We specially payed more for direct flights (from Sydney straight to Johannesburg) because my husband was diagnosed with stage 4 prostate cancer, and had part of his bladder removed, upon that he has had a hip replacement which was why it was important to get a direct flight.

This is not acceptable, we are very disappointed in Quantas

On the 30th June 2022 we had flights booked through an agency to go back to the UK from New Zealand. Our 2nd flight in this booking was with Qantas, Christchurch New Zealand to Sydney Australia. (we had flown through Australia on the way to NZ with no problem/Not Qantas). Flight was QF 138 leaving at 6am arriving at 7.35am in Sydney.

When we went to check-in we were asked to fill out a digital passenger declaration app. We downloaded this app and as it was asking for an address in Australia, we were unable to proceed. We were not entering Australia only passing through.

We asked for assistance at the desk, the lady told us to put the airport, this did not come up as an option. We then went back to the desk and talked with the lady who appeared to be in charge, booking in business customers, she gave us a paper version which we filled in. When going back to the desk to a different lady, she told us we needed to fill in the App (we explained our doings) she then said it would take a long time to get through customs with the paper form. I explained we are transiting through Australia we are not entering. She said we still needed to fill in the App, and we would need to show our vaccination evidence. I then showed my vaccination proof and explained my then 14 year old daughter was not vaccinated.

At this point after having no sleep and nothing to eat due to our first flight getting in from Dunedin the night before, the lady on the business desk said we cannot fly with Qantas as my daughter was not vaccinated. This information made us both very distraught, we began to cry and become very concerned. This was the beginning of our journey home, having spent a month with my parents as my father is dying. We just wanted to go home after a very emotional trip. The lady at the business desk then shouted at us saying this was the Qantas airline policy and children need to be vaccinated. Being shouted at in front of other customers in the situation we were in was disgusting and made us inconsolable. We moved to one side, becoming even more emotional. I tried to console my daughter. One of the ladies came over from the desk (Not the one in charge) and apologised telling us to go to New Zealand Airways to seek advice.

We did go down to the NZ airways desk where the staff were brilliant. We then went and sat down to try and contact Qantas, the online help did not start until 7am. I contacted my travel agent they said they could not help, we need to contact Qantas. We couldn’t as I did not have any data so needed to wait for the online help opening at 7am as I was using Wi-Fi. By this time our plane had left. I felt so distraught that the only solution was to fly back to Dunedin and make a plan at my parents’ house. I contacted my travel agents when back I the UK and they have told me they cannot refund me as the flights have been cancelled after the event. The cancellation was not my fault, it was the misinformation the lady at Qantas had given us and her refusal to let us on the flight.

When back at my parents house in Dunedin, I checked the Qantas policy and the policy was:

Qantas vaccination requirements

If you're booked to travel on a Qantas aircraft and travelling on an international flight, you'll need to be fully vaccinated at the time of travel. Some exceptions apply, including:

Children aged between 12 and 17

Children aged 12 to 17 years, who aren't vaccinated or have only had one dose of a vaccine, can travel to or from Australia on a Qantas aircraft where they are:

• Travelling with a fully vaccinated parent or guardian, and

• If travelling to Australia, travelling to an Australian state or territory in which that child will not be required to undertake mandatory supervised quarantine. Be sure to check state or territory information Opens external site in a new window for eligibility and requirements.

Note:

• You don’t need to complete the Qantas COVID-19 vaccination exemption form.

With this information I then called Qantas in NZ from my parent’s house. The lady was very helpful and apologised for us not being allowed to get on the flight, she also said this should not have happened. She offered us a new flight which was not helpful as we had missed our connecting flights to the UK.

I then had to find a new way home. I booked flights on Malaysian airlines which cost me a a substantial amount of money.

When arriving back in the UK I opened a complaint with Qantas, they contacted me and asked for a number of documents including a copy of our passports! Since then I have had nothing from them, I have called and emailed but they are just ignoring me! I don't know where else to turn. I will never use Qantas in any shape ever again, the amount of stress and unnecessary financial issues they have caused us is disgusting. Their customer service is terrible and completely unprofessional and clearly their staff training needs to be hugely improved.

I moved from Australia back to the UK 2 years ago. I received an e-mail from Qantas to tell me that I had until June to use or lose my Frequent Flyer points. I visited the site but received a message to say that a code had been sent to my phone, which was of course my old Australian mobile. I then went to try to access my profile to change my mobile number only to find it locked, and you guessed it, I was sent a message that a code had been sent to my nonexistent Australian mobile. No problem I thought I will call the UK contact number and ask that it be updated. After waiting the obligatory 1 hour plus to be put through to a Philippine call centre I was told that in order to change the details on my profile I would have to contact Frequent Flyer direct in Australia during their normal working hours which coincides with my bedtime. I gave it a try early one morning only to find it continued to ring out beyond their finishing time. I thought I would send a message via their complaint system but to date I have had no response. Any suggestions?

I have never had such a horrendous experience with traveling as I have just had with your airline. As an adult all I wanted to do was cry by the time we stumbled to our seats. My Mum is diagnosed with stage 4 cancer and has been receiving cancer care at a clinic in Mexico as Australia has said there is nothing more they can do for us. On arrival my mum caught covid which complicated the chemo, her lungs filled up with fluid and had to be drained multiple times. With fluid on the lungs it added pressure on her spine which has advanced arthritis due to chemo, she only finds relief from pain when lying down.

Having already started 5 weeks of treatment in Mexico and due to the sudden further decline in my mum's health I was to fly over in and out of Los Angeles at the last minute and take care of her for the last three weeks and to then accompany her on the flight home. We tried everything before we flew, we alerted you that we would need a wheelchair. I called from Australia before I'd even left trying to request seats together as they had sold out by the time I booked. I was assured the team in Los Angeles would be alerted about our situation and they would seat us together with a note that we may require special assistance.

We got the medical clinic in Mexico to send you a letter explaining the situation to try and make the trip easier and all we got back was an allegation that my mum was not fit to fly, even though the doctors assured us she was. We filled out all the paperwork you requested and when we asked for a compassionate upgrade for mum as all the business class seats had sold except one that cost $17000, a cost we simply can not afford, We were sent another email saying again my mother wasn't fit to fly and that there was not an option to recline in economy and that we would need to fill out the paperwork all over again with more documentation. Which we did to my mum's distress. The reply was that we needed to scan the whole thing, not just the amended pages. At this stage the stress was accumulating on my mum, she was stressed about getting the paperwork done in time, stressed you would not let her fly and we were left wishing we had not requested any help. So the second last night before the flight we were calling the doctors to fill out yet more paperwork over the weekend clearing mum to fly. You let us know only the day before our flight that we could fly home.

When we got to the airport there was no wheelchair. As I held mum up, we got to the counter and I mentioned to the lady my mum needed a wheelchair, after scanning our passports all she said to us was that you are not fit to fly. The accusation in itself is insulting as we are just holding our emotions together and we don't need to be told any more times this phrase that points out the frailty of my mum's situation especially if in this occasion it is not true. We had to insist that we had already talked to Qantas and that you had sent us an email confirming that mum was fit to fly. The lady at the counter was full of insensitivity, she didn't even look at us or listen before walking away to get a manager. As the manager and her stood in front of us and talked about whether my mum was fit to fly, I had to ask if there was a chair for my mum to sit on.

If I thought the woman that first met us was rude the man that seemed to be in charge was ruder. They didn't even speak to us except to demand more proof and forms saying mum was fit to fly, which we didn't have because we were only told the day before, on a weekend so we were unable to print anything and when a man who I don't even think was from Qantas brought mum a chair I just walked away to help mum sit down and left them talking about us. I went back over and said we really are trying to upgrade mum to business if it was at all possible as she is in pain sitting up, but the lady just said I had to ask at the gate.

She actually hadn't even put us next to each other I realised later when I looked at our boarding passes, even though I had requested to sit together over a month ago. I had let Quantas know the full situation beforehand with more than one month's notice to prepare. The staff had been so useless and rude I couldn't bear facing them again to help, so I thought hopefully there would be different staff at the gate. The wheelchair took more than 15 minutes. The lady that came to collect mum was possibly the most awful woman I have ever met. Without saying a word of instruction, nothing at all to me she told my mum to get in the chair, grabbed one of the backpacks sitting on the trolley I was pushing and said is this yours, mum barley answered yes and it actually wasn't hers it was mine, before pushing off. I had to run to keep up with her. I had to stop and pull my passport out of a bag while I was pushing the trolley so I didn't lose mum. The lady got to a lift and the security said I couldnt take the trolley but the lady had already pushed mum inside, I had to grab all 5 bags in my arms, the door was closing and she didn't even put her arm out to stop it. I made it into the lift with help from the security guard and I asked if she would mind giving me a moment to get organised. Mum hadn't packed the bags and wouldn't know what she needed to get out at security with my bag. The women did not even respond to me.

I swapped the bags over and as the lift opened she took off. I actually don't know what happened next because I lost them, Which in itself is a concern because neither of us had a working phone. Mum told me later she wheeled her up to security, chucked her bag on the conveyor belt and said get off. I tried to keep up and two of our bags went through the conveyor belt separately without me being able to go through with them because I then found mum standing, trying to take her shoes off. Trying to keep an eye on our bags and hold mum up, (the lady had disappeared now) there was a man I guess was staff yelling useless jokes with a bit of information every now and then with what we were supposed to be doing. I finally figured out everyone had to take their shoes off so I took mum's off then took mine off but had to join at the end of the cue so I had to leave her again. It was madness, no one really knew what was going on because the man was yelling so much but all it did was cause confusion. After lots of confusion and no clear direction I got through security and found mum again, she had tried to grab the bags the lady had put through earlier and was trying to put her shoes on. At this point I want to reiterate that up until now, mum has found standing so painful that most days all she can do is spend the day reclined in bed. I actually didn't realise the lady had gone completely by this point, I thought they were supposed to accompany my mother all the way through the airport.

I grabbed all 5 bags and went back to my mum. Thank goodness there was a wonderful lady on the other side that was kind to us but there were no wheelchairs. Slowly a few turned up and mum was able to sit on the second one, by the time we left there were more than 10 people waiting for a wheelchair.

We waited for over 10 minutes before someone came, I offered to push mum myself but the lady said no. I really just wanted to go on alone because at this point the staff had only made our situation much harder and a lot more stressful.

They sent us by car to the gate. As soon as the staff arrived I went up to try to explain the situation. To my dismay they were the same as the check in counter and the unpleasant gentleman who had overseen our check In arrived just as I was getting to the desk. He saw me waiting in line and asked me to go over to him. My heart sank and I could barely keep my emotions together as I yet again explained our situation. He was unflinching and to every request he said the flight was full, seats were already booked in, and to my request to upgrade to business class and we pay the difference he said that definitely was not an option because there already were tons of people on the bidding wait list that would get the seats first. I asked him if someone was not to turn up, could we pay the difference to upgrade mum, and he just said there was no way. I said thank you and went to leave. Before I had walked away he said there are actually two seats together but they are in the back of the plane if that's what I really wanted, I felt he was almost jeering at my desperation, of course I didn’t want things to be as awful as they were, that one of the worst seats on the plane was actually our best option and the only option for me to be able to look after mum during the flight. I don't think I've ever felt so deflated in my life, I said I would think about it, I walked away and cried.

His manner was frankly inhuman. I know sometimes there really is nothing that can be done, I do understand this and I didn't want something for nothing. My family and I had been trying to request help for a month before we flew, Before we left Mexico dad had been onto the phone to qantas every day for the whole week, we spoke to multiple qantas phone staff from Australia and Mexico for I can't tell you how many hours, sent dozens of emails and tried to get help every step of the way throughout the airport with no prevail.

The flight came and was boarding and the lady that had checked us in said we could walk if we wanted to, the wheelchair was nowhere in sight and I knew we were at the back of the plane and didn’t want mum trying to stand while everyone else was boarding so I took all 5 bags and mum grabbed my arm and we started walking. We were going down the tunnel with everybody else and all I could think was how on earth am I going to be able to do this. I could barely hold the bags and my mum at the same time and I was so afraid of her falling, especially once she got on the plane. By the time we were walking towards our seats, when I saw they were the smallest ones that I don't even think could recline, the very last ones on the plane, in front of the fire extinguishers, behind the toilets and in front of the crew cabin crew, the thought of the pain my mother would be in on a 14 hour flight unable to find relief was unbearable. I dropped the Bags and got mum to sit down as I went up to check in disbelief that these were in fact our seats.

As I got to them dropping the last few things I was holding onto, I had a breakdown. Thank God my mum couldn't see me, there was a nice hostess that I tried hopelessly to get the words out to tell her our story but I couldn't say it anymore and I choked. We need help. She was lovely and said she would see what she could do. Once everyone was seated she came to see us. She said unfortunately at this stage there was nothing she could do. I asked her again if anyone didn't turn up from business could we pay the difference and upgrade mum to business, or if there were some empty seats together so she could at least lay down, she said the only way we could have done this was to ask before boarding the plane.

We had asked for help at every stage before boarding. Over the phone, via email, at check in at the gate and on the plane. No one could help us, and I was exhausted. I had never felt so inhuman. I actually don't think there was any consideration made for my mother's health during this journey, I thought as she held back vomit every time the food was being prepped behind us, a side effect from having chemo. After pleading for help so many times we have the managers to thank for the most inappropriate seats to give a cancer patient, she couldn't sleep, eat or get any respite from the pain and had to walk the farthest to get off. The noise of constant meal prep, people going up to make requests, using the toilets, staff talking and the constant slamming of all the storage compartments, and the need to constantly help mum try and find comfort and pain relief meant I had less than 20 minutes sleep the whole flight and I’m sure she had similar. Relief was only fleeting and It was clear to me that you had made not one single effort to accommodate her circumstance, my family and I wasted hours and hours of time and emotion talking to your customer service before we got to the airport to no prevail. We would have had better luck asking strangers on the plane if they would swap with us so we could sit together and letting them know our story, at least then maybe we would have had some human compassion and something would have happened.

The flight staff however were lovely after seeing me cry. They offered food, food and more food, but food was not going to save us now, it only made mum sicker. There were two staff in particular that checked on us most of the flight, not because they had been alerted by Qantas that we needed help but because of compassion. The lovely woman that had seen me cry, Serena checked in on us so many times, a kind gentleman Ian helped me when I had to run in looking for a vomit bag for mum after the smell of the meals being prepped made her sick, he helped me help her walk off the plane, was so warm and attentive and I really appreciated his compassion.

I have to say though I would be ashamed to have any of the staff that served us in the airport work in customer service and I highly recommend you further review the situation, I will attach my passport so you can review who checked us in. I was disgusted and moreover I would never recommend anyone fly with qantas. In fact I felt like you only made our journey harder than it already was. Our deepest regrets was to spend money on your fares, fares that weren't cheap and I hope you seriously consider some compensation for my parents as I intend to warn anyone with unwell loved ones to step foot near a Qantas organisation. Those moments dealing with your staff at LA airport were harder than the 5 weeks in the intensive care clinic for acute cancer patients including all the complications we had along the way, at least in the clinic they showed us compassion.

I would like to put forward an idea, perhaps for every flight maybe 1 special seat can be kept aside for medical requests, compassionate circumstances and that at the time of the flight this can be used for medical emergencies, mental health passengers and terminal patients trying to return home to their families, because I can tell you now the only people that were sitting in those business class seats were the ones that probably didn’t even have to pay for them. Big companies and businesses that don’t need money. No person in their right mind would pay $20 000 to upgrade to business class at the last minute except for a business that doesn’t care. I wonder what would have happened if we had asked one of the passengers in business class or let them know our situation, I am sure we might have had some help.

Instead of always being about the money maybe there could be an acceptance that sometimes disadvantaged people need help too even though they might not be able to afford it. Your company could take this in consideration and come up with a flight that is not classist, discriminatory and short sighted. That caters not only to those who have money and privilege but to those less fortunate that might find themselves in time of hardship, physically as well as mentally. I am sure in the future there will almost always be someone in a similar situation to my mum trying to manage such unfortunate circumstances to the best of their ability and I would like to think that after this outrage you could correct your services to obtain a better standard of care for all of your customers uniformly.

Regards Nikola Davis

Please forward this to the relevant departments, I will attach my passport so hopefully you can see who checked us in and take actions accordingly, If you need my mother's passport as we were not seated together, or email address for documentation of your prior email communication with us, or my father's phone number to locate his calls please don't hesitate to ask and I will provide them.

I hope in the future no one else has to experience the trauma experienced by flying with Qantas as we did.

My phone number is [protected] if you want to review the customer service in my phone calls with Qantas.

my email is [protected]@hotmail.com for you to contact me further.

I had a flight on 14th Nov 2022 from Melbourne to Sydney. I bid on an upgrade to business class for myself and my niece. It cost $380. The flight we were supposed to be on was cancelled and the new flight there was no availability in business class. I was advised that I would get my refund within 8 weeks. Its been 11 weeks and I have gotten nothing. I have called, messaged and emailed and have just been told that I will get it and they will keep me updated. They have not contacted me once.

The flight was QF Mel Syd Melbourne 0498

Booking reference 6Y9WJM

I just want my money refunded back onto my card.

Could not check my luggage so couldn't get on my flight booking reference for upgrade 5xm41o so had to catch another flight as every check in machine had fly in fly out workers and the lady to help her queue was even longer. The flight 23 June 2022 per to Melbourne qf772 my reference for my complaint is [protected] and I have not heard back about getting a refund.

Hi,

I have been trying to reset my frequent flyer password for some time now.

Every time I call, I get told by an automation message that they are experiencing technical issues. I end up call the ticket line and they transfer me through with no issues, and that was every time I contacted the frequent flyer line 131131.

Imagine yourself holding on for an hour just to get told that and the call terminated.

After eventually getting through I was told to send in two ID documents, which I did and was told to call back after an hour. When I did call back after an hour, I was then told that I need to send through a bill in my name.

When I asked to speak with a supervisor, I was told there was no supervisor available, and the call terminated.

Today I called through and was told they have not received my email with my details and that has been sent through with no acknowledgement sent to me with a SR no which I'm beginning to find very strange.

Can someone please investigate as I need a ticket to South Africa and my partner transferred points to my account. He eventually bought me a ticket and wants his points refunded to his account and that seems to be a problem still.

Kind regards

Cordell Britz

Was on flight QF883 from Adelaide to Perth 0n the23rd ,we left Adelaide at 3.30 pm an hour or so into flight we were diverted back to Adelaide for tech reasons. After spending nearly an hour on the ground our flight took off. Arriving at nearly 8 o'clock at night. We were supposed to have caught our connecting flight to Esperance at 6.10 pm, on arriving at the Quantas service desk we were told in no uncertain terms that it was not there problem and we would have to take it up with Rex Airlines .On contacting Rex Airlines, we were informed there were no more flights available until Thursday 26th , we tried to talk to the service desk people again but after standing and waiting for the 1 person dealing with about 10 disgruntled passages, we decided we would have to hire a car and drive the 720 klm back to Esperance and take the matter up with Quantas thru other channels .These flights were booked on the same ticket

Flight delayed over 17 hours on the outward journey QF 002 London-Singapore14th Dec 2022 and returning 2nd Jan 2023 there was an emergency landing. The clients needed to be back in the U.K by the 3rd January so had to book an alternative flight. The Airlines booking reference is UUTB58 Clients surname Hatcher.

We received no notice of the outward delay as a tour operator our client also did not receive direct notification of the delay.

We also have one still remaining bag outstanding for delivery in the name of Mr David Hatcher, we are unsure of the bag tag information as they did not print properly. It could be any one of the following bag tags:-

QF 639739

QF 639755

QF 639615

QF 639663

The bag is a graphite grey Shiny, hard Antler suitcase. upright with handle and wheels. It has swirly horizontal detail on the front in the same colour.

1) Why was flight was postponed on the outward journey? 2) Compensation for the outward delay of over 17 hrs. 3) Compensation for the loss of 1nts accomm in SIN. 4) Compensation for private transfers from SIN apt to downtown hotel 5)Recompense for flts bought BA Athens - UK e-ticket receipt LD373Z: 3 Jan 2023 14:25 cost E2709.00 TTL. 7)Recompense for 1 delayed possibly lost bag with a delay of over 11 days.

We traveled with Qantas on flight QF 36 from Singapore to Melbourne and We were supposed to get a Muslim Meal which we did not get and also one of us supposed to get a seat closer to the exit door because he has Claustrophobia and we called from Singapore to Qantas and reconfirm it and they told us that everything is Okay and they said that one of the seat is close to the exit door and that was the case he did not get the seat and did not sit on that chair that much only standing and he did not rest at all and we did not eat for 8 Hours. Our Names are as follows: Mr. Nematullah Popal, Mr. Obaidullah Nazari and Mrs. Shakilla Nazari. The booking No. 6D2YYS and the Phone Number that we call from Singapore was [protected]. We called to make a complaint and we were told to fill this form out and some one will contact us.

1 x bag of luggage lost on QF72 arriving 0025hrs on 08Jan23 containing vital personal documents. QANTAS notified immediately through the baggage representative in the baggage carousel area and PIR number issued.
Advised later on Sunday 8Jan23 that baggage had been located.

As of 13Jan23, luggage not delivered. Extensive enquiries for 3 days resulted in uncertainty as to where the baggage was located. QANTAS and Perth Airport customer services prompted repeatedly. Discrepancies between reported location by customer services and QANTAS' own baggage tracking site. Baggage Services No in Sydney [protected]) unable to contact baggage handlers. Repeated calls unable to locate bag. Told to wait for telephone call. Now waiting 5 days with no apparent progress despite all tracking information being provided as requested.

Raises the question as to what process would have been followed had there been a security issue with a bag in a system where bags are so easily lost and unlocateable?

I'm posting this here after ringing multiple times to no effect. Also being hung up on and having a written complaint ignored.

I booked a Oneworld classic reward. I successfully completed the first half of the itinerary, taking me up to New York.

I was meant to fly on to Europe and then New Zealand but the flights were removed from the Itinerary. I rang the helpdesk many times and was told I could not be put on any alternative flights. so ended up flying home out of pocket.

Someone at the call centre in September mentioned a partial refund as I only received half of the Itinerary booked. I was told later that this could not happen because the itinerary had already begun. Can you confirm this is the policy?

doesn't seem reasonable to remove a booked, and payed for flights without any remedy just because earlier flights on the itinerary have started. The product allows 15 flights so flights changes are bound to happen. I feel like I had half my points stolen.

I'm posting this here after ringing multiple times to no effect. Also being hung up on and having a written complaint ignored.

I booked a Oneworld classic reward. I successfully completed the first half of the itinerary, taking me up to New York.

I was meant to fly on to Europe and then New Zealand but the flights were removed from the Itinerary. I rang the helpdesk many times and was told I could not be put on any alternative flights. so ended up flying home out of pocket.

Someone at the call centre in September mentioned a partial refund as I only received half of the Itinerary booked. I was told later that this could not happen because the itinerary had already begun. Can you confirm this is the policy?

doesn't seem reasonable to remove a booked, and payed for flights without any remedy just because earlier flights on the itinerary have started. The product allows 15 flights so flights changes are bound to happen. I feel like I had half my points stolen.

booking Ref: 5IX4IU

Hello,

On October 6 2022 I contacted Qantas to use a credit voucher to rebook flights to Thailand in March 2023. I had cancelled this trip, originally planned for October, a few weeks earlier as my husband was unwell.

However, in the past few days when I logged on to my frequent flyer account the booking has disappeared. Today I was transferred no fewer than three times before I was finally told the booking had been cancelled and converted to a credit voucher!

Yet again this is another example of the appalling lack of customer service by this increasingly terrible airline.