Qantas Airways
Reviews and Complaints

I was due to travel on 23 Jun 20. I purchased the ticket on 26 Feb 20. Due to border closures the ticket was canceled. I was informed that on 18/11/2021 that my ticket had been changed to a QANTAS PASS and if I had not authorized this, please contact Qantas. That was my first 4.5 hour phone call. I was told by the representative that she would give a call back. Due to already losing my entire morning, I got busy with WORK and missed the call. The representative didn't try to call again. I prepped another block of time to call again. This was the start of another 3.5 hour call. I got someone on the phone who couldn't communicate in English and the call was the worst connection yet with background noise and feedback. The representative wasn't listening and wouldn't respond to questions. With all the feedback I was hearing only ever other word. He kept asking me for my bank information. I don't remember which card I used to purchase the flight. He was not willing to give me any information about the bank: not the name, not the last 4 digits of the card, nothing. He then requested that I send in the bank information and gave me very poor directions on how to find the section of the website. He also informed me that since that Qantas processed a QANTAS PASS that my previous bank information was no longer on file. I then asked him, what would it help to send in my bank information if they had no record of it. More silence. I have been waiting for a refund for almost 2 years. Can anyone help or at least give me some hope of getting my money returned to me? The refund amount was $229.98 AUD. I can give other information out if necessary.

I had to cancel flights due to Covid. When I wanted to use the credit to rebook. for a later date I had to go through a call center. As it could not be done online. And had to pay an extra $250 above the credit I had. And also above the online quoted fare for same destination. But no explanation given. Could you please explain why? And it seems I'm not the only one having this problem.

Monday, 7 February 2022

10:00 Dublin time

Tried to call Qantas Dublin on several numbers, waited 50 minutes and no answer

Tried calling Qantas London, and gave up after 15 minutes.

Tried to call Qantas Australia (131313) and was told 1 to 2 hrs wait.

I tried to use Qantas Pass to pay for flight, but it number and or code given does not work. Most card numbers are 16 digits, but this is only 15.

I need the correct number or some to discuss the issue with.

I also sent a response email to Qantas Pass, but looks like this is a "no reply" and no service email address.

Booking ID 316033 Trip to Melbourne
At the time I booked my flight to Melbourne Victoria Australia on the 28th May 2021 - return 1st June 2021 back to Hervey Bay.
#There were no mandates in place to have people vaccinated.
But the lock down stayed in place for a very long time, within this time frame mandates have been put in place to have people vaccinated.
I have made numerous attempts to get my money refunded but has failed due to flight Centres non help.
Today on the 27th Jan 2022 I received an email from Flight Centre .
Quote:- DUE TO THE FACT THE FLIGHTS STILL OPERATED; THE AIRLINE WILL NOT AUTHORISE A REFUND.
This is ridiculous Statement is unfair and unjust.
I was unvaccinated then and am Unvaccinated now.
so it is impossible to travel.

Wantas changed this flight initially amcancdlling Dallas so I had to pay an add $800 which I shld not have done my ti jet was changed a few times then coming home I changed it because of delayed pcr tests on waiting hours it was changed I got Cincinnati airport cld not board yr people didn't issue ticket I called from airport waited 90min your service person agreed told me they wld issue it immediately to have g on I gave them my pho d number go please ring if we get cut off we got cut off no one rang back I had to abandon go find accommodation rebook for the following Thursday another six days away as I had to get another pcr test waited over / hours go organise another flight hey go airport got it and Bang yr people said I e
WZ booked way thru found I was overnighting I'm LA then my 63min connection ting flight was delayed so AS kindly broke files got me k
On a flight go Phili them LAX got toLAX had to try find luggage and cart it found go your checkin and beg to get on the flight leaving in 70min finally a supervisor came and kindly changed my flights go get home Neing a single women travelling b on my own left me with anxiety stress and total depression for your service. Entrees go I do charge me for reissuing tickets and after telling them I need help I can't get on my flight and them hanging up on me was disgusting life's bad enough but ho have been treated thr way I was was totally disgusting o felt like there was no care and a complete lack of empathy FOR WHAT WAS YOUR FAULTI will br putting complaint In to the AAAC as well

Back in October 2021 I received an email regarding the Qantas Pass which has been issued in lieu for my credit voucher for booking#SQDED2. I have booked a return flight from Adelaide to Alice Springs & return from September 30th 2022 to October 9th 2022. I tried to use the Qantas Pass $481.42 to pay for this flight & the balance to be paid by my credit card. I spent a considerable amount of time trying to get this payment through without success, so I ended up paying the full amount of the flight with my credit card. I have tried to open the link several times to be able to reset the password, however this has also been unsuccessful. My details are as below:
Kim Heinrich
Frequent flyer#7709140

Regards

Kim

My parents boarded qf 68 on 09/12/2021 seat number 52a and 52b. From delhi to sydney which was about 3 hours late while departing delhi.
At delhi airport my mother didn't get any wheelchair assistance despite having a wheel chair booked. Parents arranged their own wheel chair by paying extra at delhi airport.
Secondly at delhi airport they had almost missed the flight as the staff responsible there didn't letting them to board the flight by giving the excuse of incomplete paperwork. Parents spend about 3 hours to convince them that their is no fault in the paperwork, staff at delhi airport had no knowledge of what they are doing just intenionally harrassing the old passengers.
It was totally disgusting on the part of qanats to deal with passengers especially who requires special assistance in a ruthless manner.
When thay arrive in sydney they miss their connecting flight to melbourne as they reached 3 hours late than the schedule time.
My dad who is a heart patient and mother who can't walk always need wheel chair assistance they were left on their own at sydney airport as the staff asked my dad to push my mothers wheel chair which he can't able to do. It was only with some pther passenger assistance that they can reach at their gate to board flight 479 seat number 23 e and 23 f to melbourne. Through out theydidn't get any assistance for their baggage as it was carried and handled by other passngers. Your airline is the worse with absolutely no care of the special assistance passengers as they were suffering without none og their fault.
It was such a unprofeessional way they were dealing at sydney that my father were issued the wrong boarding pass on the name of sardool singh gill seat number 25 e when my fatehr asked them to give him his boarding pass, your staff start pressurising them in the aircraft to travel on the wrong boarding pass. Then again he had to spend good 20 min to get his boarding pass on his name. This was the height of your unprofessional manner.
Now after reaching melbopurne my mother and few other wheel chair bound passengrs were left stranded midway at the airport to use escalators down towards the departure terminal. My mother was totally stranded and get almost fainted the way she is getting treatment through her flight right from the start of the journey from delhi. How come ur staff think that they can left the wheel chair passenger on their own tsanding with the help of stick and use escalators down. There were 4 to 5 passengers in the same situation waiting for someone to assist them. When they find no one coming my dad went to assist my mom and other passengers. In the mean time one of the old passnger decided on his own to use the escalator with no help coming, my parents folloewd him as he can't able to dislodge him athe last step he just stuck their at the base and my father's foot got stuck against him and straight away fell over him injuring his left knee which he is still recovering and doctor attend him.
When I try to contact any qantas staff around their, found three of them just relaxing in the baggage handling cabin, despite telling them the situation two times, they didn't bothered at all. Two of them one male and female were treating different passengers in a different ways, when I protest their then only they contacted mr inderjeet singh duty manager.
This manager has no idea what's happening with the passengers as he said I am the duty manager and your mother must have get limited assistance. He didn't apologise and only after spending good 15 min he went to check the cameras where the whole esclator episode is recorded.
This is the worse treatment ever my parents recieved from qantas.
We want you to quickly resolve this matter and ge5t in touch with us as we are very seroius about this issue to be resolved to our satisfaction.

My flights were cancelled because of Covid and border closures so I rang on 25/8/2021 and requested a refund. Was told fine it would take up to 8 weeks.My booking reference is 6NX2PE. When no refund arrived I rang 19/11/2021 and was told sorry expect refund in 48 hours. Afew days later I received an email saying they were having trouble processing my refund please email bank account details. I was told never send your bank details via email so I rang customer service on 24/11/2021 to verify if [protected]@qantas.com.au was a gen uine email. She didn't know so i gave her my bank details over the phone. She said she had to contact the finance dept. which could take hours so she would ring me back. She never rang back so I rang again on 25/11/2021. The customer service lady checked with finance and they said my refund was processed on 25/11/2021 and if I hadn't received by 15th. or 16th.December to ring back. No refund arrived so I rang 16/12/2021 and was told refund had not been processed(even though I received an email saying it was processed on 25/11/2021) expext the refund to arrive in 5-6 working days. It is now the 4/1/2022 and still no refund. I have since emailed my bank details to shrqetrefunds as a last resort. Could you please investigate what has happened to my refund? I confirmed my bank account details twice over two phone calls so there should have been no problem with that. As you know the wait time for customer service is at least 2-3 hours so I feel very let down with the whole business. I had paid for my ticket by POLI (BPAY) so the refund has to go back into my bank account but if you can't manage that how about a cheque?

My Parents traveled in Qantas Business class (QF 68) on 9 Dec 2021 to Melbourne. They departed India on 9 Dec 2021 and landed Sydney 10 Dec 2021. As the flight departed late from India, so reached late in Sydney. Flight reached Sydney 3 hrs late and they missed the connecting flight QF 449. There was no service provided to reach from terminal 1 to terminal 3 and no care. My dad and another old man had a fall on the escalator as no assistance was provided on Sydney Airport. Other travelers helped as there was no care for any traveler. My dad is still struggling to walk after the fall. Moreover they didn't get their one baggage and were told that it's left on Delhi airport. I lodged online about the missing baggage (ref no. is [protected]) but no response. They reached Melbourne Airport late evening (roughly 8'O clock) and they were provided food once in QF 68 on 10 Dec around 10'O Clock in the morning and after that no food was provided to them. My mom requested for vegetarian food in the flight from Sydney to Melbourne and she was too hungry and needed her medication. They told her that they got nothing vegetarian. This was the plight of people who traveled in business class. I could have booked other cheaper flights but thought of spending money in Qantas business class so that my old parents travel comfortably. On Sydney Airport they were told to put and turn their baggage on sides and Qantas staff was not ready to give a hand for baggages to old people. [censored] service, no food, no assistance. Qantas a name for big fake promises and no accomplishment. Stop fooling people. I want to contact SBS radio and enlighten the Australian community. Atleast return my baggage.

Simran Kaur ([protected]@yahoo.com)

I was logged onto the qantas booking sight, i had full filled all of the requirements, then at the final confirmation process the system kicked me off the system and sent me back to the very start of the process. I then immediately re entered my booking details only the have the system change the cost of the flight by an additional $230.00 or more. This was clearly a deliberate tactic to force me to pay a higher amount for the same flight.
I am requesting an immediate refund of the additional amount that was added to the cost after my booking was removed from the system within 7 days or i will forward this complaint to the office of business and consumer affairs to seek a resolution.

Regards

Brad Jackson

[protected]
[protected]@jacksonir.com.au

I am writing to you after speaking to your complaints area on 23/10/2021 in regards to a booking on my FF Account number 5798409.

The Qantas Frequent Flyer customer service and Booking officer on this day both made errors that cost me a lot of time, inconvenience and money.

Facts are:-

On 21/10/2021 I attempted to make a booking for my 21-year-old Granddaughter as a gift to visit me in Queensland. I did the booking online to start with and was almost completed but the online booking service would not let me change the ticket name into my Granddaughters it kept telling me the ticket had to be in the name of the Frequent Flyer cardholder's name.

I rang the FF service desk and spoke to an officer who told me that it was possible to change the ticket into my granddaughter's name but it would need to be done through the FF booking area. This information turned out to be incorrect! I was then transferred to a Booking Officer.

I then had a male Booking Officer on the phone who said yes, we could do the name change but I needed to complete the booking online first. He told me to go and complete the booking which I did (whilst he waited) and then he would do the name change. The booking Number reference is I have two numbers 662Q8EL/QQ9M9R. The booking officer then attempted to change the name of the ticket. After a long hold period where the officer came back a few times I was then told that the ticket could not be changed because it is a Jetstar Flight. Now nobody up to that point even asked who was the flight booked with or that you can't change a name on a Jetstar ticket.

The officer promised me that the booking would be cancelled and my points returned that afternoon and the cash I had paid for taxes $29.73 would also be returned that same afternoon. That did not happen! The Booking officer tried to return me to Customer Service to continue my queries the call did not go through.

I immediately called customer service back to discuss some other information I needed to make my booking for my granddaughter. After a long wait i did get through to a customer service officer. My first question I asked was - Can I get an extra FF card on my account in my Granddaughters name? Answer was No! Next Question how can I book the flights I had selected in my granddaughter's name? answer was that she needs to open a FF account of her own and that would cost $99.50. I then said that as I had a FF Account and her mother had a FF Account was there not a cheaper membership for family members? Answer - No, but she would talk to another person about my situation and come back to me would I hold on. I held on and the Qantas FF Customer Service Officer told me that Qantas would refund me the $99.50 if I opened a membership for my granddaughter. I asked when the refund would happen and I was reassured that the CSO would call me back in 1 - 2 hours. I again asked was she sure she would call as I would be pretty upset if she didn't. I completed the FF membership application for my Granddaughter Tullia Walters FF [protected]. Of course, the CSO never returned my call and I am now out of pocket $99.50 plus interest.

I waited two days and my points and cash were not returned. On 23/10/2021 I contacted Qantas complaints and spoke to a representative. The lady I spoke to was very professional and seemed to know and understand what had happened. I was told that everything I had been told by the CSO and the Booking officer were wrong. She agreed to refund the monies outstanding - $29.73 from the first booking and this did happen. BUT I still have not been refunded the $99.50 for the FF Membership for my granddaughter. This is now nearly a Month since the membership was begun and there has been interest on my CC whilst I waited for the refund. It has not been refunded.

Also, there is a further matter whilst I was waiting for my FF points to be returned, we needed to make my Granddaughters booking before all the flights were booked. I did not have enough FF points so I had to borrow points from my sister until my points were returned and as a result there was a difference in the tax charges from the first booking. My booking the tax was $29.73 and the booking on my Granddaughters FF Card after I transferred the points to her card, we paid $64.37 in taxes.

Qantas FF Customer Service is entirely responsible for this whole debacle in the booking. Can Qantas do anything to compensate us for the difference in tax costs. Also, I would like to be contacted in person in regards to this matter ASAP. I need to know when my refund will be processed.

I have tried to phone, email and follow up on my complaint reference SR5661173. I called again yesterday talked to customer care then transferred and put on hold and call dropped out and of course nobody called back and I have been waiting for a refund for 7 weeks now.

Rang at 9 this morning. They said wait time was 2 hours . They would ring back within 2 hours! Rang back 8 hours later and left a message. I returned call . Rang them and now have been waiting 2 hours and 39 minutes. The service is diabolical. The worst thing is that they don't care. Every chance I will bad mouth them. You know when u leave a message with a corporate and you know full well they will not get back to you? QANTAS!

1. Sydney-Hobart-Ref 5LSY2E
Ive called twice to request a refund ($255.80) & reimbursement of the airmiles used (58, 400). Only a partial refund has been received - $96.32.

2. Sydney-Auckland-Ref 6WPRN6
30.10.21 I was emailed to advise the flight had been converted to a travel credit. I go to log onto the travel credit & it notes there is an error.

Flight booked in January 2020 was unable to be used because the border to that state was closed (WA) due to covid. A credit was issued.

This credit was then rolled over to a ‘Qantas Pass'. We are unable to use the credit because you cannot fly when unvaccinated and that applies to me.

We called and spent 2 hours on hold to customer service who said that we can use the credit (which we cannot do). After 1/2 hour on the phone, including to the supervisor, they still will not refund the money.

Frequent Flyer No. 0628707

In 2020 I was scheduled to fly business class to Zurich Booking Reference UXUJLM. Instead of a credit for the purchase amount of $8, 321.46 I was offered the Travel pass option which I accepted. As the limit for a travel pass was $4999.99 I received 2 travel passes.

One in the amount of $4, 999.99 (card no. [protected]) the other in the amount of $3, 321.47 (card no. [protected])

On 1 November 2021 I rang customer service to book a return business class flight using my travel passes.
The total cost of this flight including additional charges (Booking Reference No. 6F8WD9) was $9, 968.30.
The difference between the value of the two travel passes and the total flight cost was $1, 646.84.
I paid this amount using my Visa Debit card. A short while later I was informed by your agent in South Africa that the payment of $1, 646.84 had been declined.
When I checked my account the payment was pending not declined. I also noticed that the agent had tried to take the payment again therefore my account now showed two payments in the amount of $1, 646.84 pending. I tried to explain to her that a pending payment was not a declined payment however she refused to accept this.

On the morning of 2nd November I checked my bank account again and a third attempt of taking the payment of $1, 646.84 had been made. This meant that I now had 3 payments for the same amount pending and I could no longer access the funds in my account.

I called my bank and explained the situation only to be informed that there was nothing they could do as the merchant (Qantas) had to cancel the pending payments.

I then rang the 13 13 13 number and was placed in the call back queue. I received a call back about 2 hours later that morning where the South African Agent I spoke to deferred to a team leader and assured me that she would call me back with some answers. By this stage $4, 940.52 of my funds were held up due to pending payments to Qantas. The call back never happened.

At around 4pm, same day, I once again called the customer service line and opted for the call back service. 4 hours later I received a call from another South African Agent where I again explained the situation went through the same rigmarole again. I was placed on hold for at least another 30mins when the call was disconnected (not by me). I didn't receive a call back after the call was disconnected.

At 2.37am on 3 November I called the customer service line again and was connected to an agent in new Zealand.
Once again I explained the issue informed her that there were 3 pending payments. She then put me on hold so that she could speak to her supervisor. After speaking to her supervisor she informed me that it takes up to 48 hrs for a pending payment to be processed and that nothing could be done to rectify the issue until after the 48hrs. She assured me that she would call me at 7.00pm my time on 3 November. This call never came.

Last night 4 November at around 9.30pm I received an email regarding non payment of my booking and to contact customer service within 24 hrs or risk losing my booking.

At 9.45pm I rang the number on the email which was answered by another agent in Cape Town South Africa. Once again I explained the whole situation to this agent and I was then placed on hold while she spoke to her supervisor. At around 11.30pm whilst waiting for the agent to return to the call the call was disconnected.

In the meantime I checked my visa Debit account and noticed that there is another 2 payments by Qantas of $1, 646.84 pending!

Qantas now has 5 payments to the value of $8, 234.20 pending in my bank account. These funds I cannot access.

After my last phone call with the Cape Town South Africa agent, whom I must say was the most helpful person I have dealt with so far, I was informed that it was a bank error and not a Qantas error as no authorisation code for the payment had been issued and that Qantas was not holding any of my money it was my bank.

So today 5 November I called my bank and was informed that an authorised code was given to Qantas at the time of my booking on 1 November at 9.45pm. Since this they have issued several codes and none of them have been taken up by Qantas. They also informed me that Qantas had tried 11 times to take money from my credit card but were only successful 5 times to get pending payments. They also informed me that a pending payment was a promise to the merchant that the funds were available and that only the merchant (Qantas) can release a pending payment back to my account. Qantas continues to inform me that the bank can reverse the pending payment. Ugh!

Something needs to be done urgently! I need to be able to access the funds in my account. Nobody at Qantas Customer Service appears to be able to assist me. Please resolve this issue asap. I've really had enough!

Frequent Flyer number [protected] I have lost count of how many times I have unsubscribed from your emails it has become a joke, so please stop sending me emails as I find the name Qantas Offensive and I find the company Qantas and their behavior Repugnant to say the list.

Qantas customer service is a joke. Been waiting 6 months for a flight refund from Emerald to Brisbane. Because I booked through agent edreams who u can't even ring Qantas keep telling me I have to contact edreams. Qantas approved the refund in March 21 and yet edreams say they are waiting for approval since April 21. No one wants to pay the actual refund. This is a serious business crime by Qantas and edreams holding my money for 6 months. Having to contact both parties numerous times is a complete joke. Allan Joyce needs to ring me today from his glass tower penthouse.

Gavin Rewald
[protected]
Hi Gavin, we're sorry to hear you have not received your refund. While you may be booked on a Qantas flight, the booking was created by a third-party agent and payment was made through them directly. It is your travel agent's responsibility to follow this up with Qantas Agency Connect which is the dedicated support team for travel agents. Sorry, we can't help you further as we're unable to help with third-party bookings. ZC

I have read that if by the 15th November your staff refuse the vaccine they will be dismissed. If this happens I will do everything I can in future to avoid flying with you and I have a long memory as I take this type of thing very personally. It's a very black mark on your airline.

I am wishing to claim for extra accommodation and car rental that was required following cancellation of our flight from Norfolk Island to Brisbane on 22 July, 2021. Flight QF 184.

We required two extra nights and flew from Norfolk Island to Brisbane on 24 July on flight QF 184.
I have enclosed receipts for the above.

The loyalty program announced earlier this week in relation to the vaccination rewards bonus is both unethical and immoral and importantly contravenes various Commonwealth laws relating to discrimination and privacy.

I am happy to provide a full listing of the 17 paragraphs which show this contravention.

Please ask that you contact Qantas Australia and inform them of this illegal and unethical tirade.