CB Airlines and Air Travel Qantas Airways terrible customer service

Qantas Airways review: terrible customer service 9

Ruth Devlin

Jul 08, 2008 2:38 pm EDT

Review updated: Sep 20, 2022

Featured review

I booked a single ticket from the Qantas website for travel between LAX and Auckland on 8th June 08. This cost US$1261, which was paid for immediately on my debit card. I wasn't too happy at the thought of traveling with Qantas, as I have had problems with them in the past, but price governs much of our activities nowadays. The following day, having found a considerably cheaper route, I decided to cancel the Qantas ticket. I had to contact their Australian office (there is no other option if you live in New Zealand). I was told the charge for canceling would be US300 and would take 2 weeks to be credited to my account. I waited for a month but no refund arrived. I tried to contact their Australian call center again on several occasions, but the waiting was never less than 15 minutes. After a month, I managed to get through after being on hold for 25 minutes, where the totally rude operator hung up within 10 seconds. I rang again, waited another 30 minutes before being told that I would have to speak to their US office at a time when they were awake (due to time differences). I duly rang again at 8am the following day, when I was eventually put through to the US office, only to be told that they were only beginning to process refunds from 5th MAY! Working on the Qantas timetable, that means I am unlikely to receive my refund (less their US$300) for 3 MONTHS. I wish I'd had the option to wait for 3 months before paying them. Never again, Qantas.

9 comments

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Michael

1 comments

Michael

Jul 17, 2008 7:29 pm EDT

You do have the option to book and pay later (up to 1 week before you leave).

But make this your last time with Qantas, they are a terrible airline. Not worth the hassle

Matt

2 comments

Matt of NZ

Dec 09, 2008 10:42 pm EST

I travelled with qantas on the same route a few days later...I noticed that; closer to the time, there were better deals, but decided to travel with Qantas anyway.
I had to ring them, as I had a query, but hung up after an hour! I know what you mean when you say it's impossible to get through.
While their cabin crew were great, the only reason why I flew with Qantas was because of the way Air NZ was treating their chinese staff at the time that I booked. It was either that or Qantas and they seemed the lesser of the two evils.

christos32

Melbourne, AU

5 comments

christos32 of Melbourne, AU

Oct 16, 2011 4:44 am EDT

As a travel agent I can tell you that every airline can take up to 12 weeks to process a refund. However Qantas shouldn't have told you that the refund would be 2 weeks.

bwjones

1 comments

bwjones of NZ

May 08, 2019 7:48 am EDT

Qantas have to have the worst customer service I have ever experienced.
Absolutely no responsibility taken for lack of communication and totally unwilling to help in any way, blaming travel agencies and claiming that the agency is the customer not the people traveling.
we will never fly with them again and will advise others not to do so.

Phil Abernathy

2 comments

Phil Abernathy of AU

Oct 03, 2019 8:41 am EDT

Verified customer

Even the complaint registration page does not work well!

Phil Abernathy

2 comments

Phil Abernathy of AU

Oct 09, 2019 9:36 pm EDT

Verified customer

The Qantas website is one of the worst airline websites I have ever visited. I am a gold Qantas member and every time I make a booking there is something wrong and it also takes ages to load the pages and seat reservation page especially.

Please is this digital day and age...this is the heart of your business. Get it right!

penskate

1 comments

penskate of AU

Feb 01, 2020 3:16 pm EST

View 0 more photos

Margo hart

Brisbane, AU

1 comments

Margo hart of Brisbane, AU

Aug 02, 2022 9:26 pm EDT

interrogated, threatened and humiliated by cabin supervisor for not having a mask when I had a medical face mask exemption . told I was infectious and a threat to staff , despite me being 100% healthy , told to cover my mouth with my hand for the entire flight . hostile crew and very discrimination against medical disabilities .

Darren Mckercher

1 comments

Darren Mckercher of US

Sep 20, 2022 9:53 am EDT

On 01/09/2022 I was pre booked and paid for business class ticket from Karratha to Perth on flight QF1225 at 1700hrs, there was business class onboard the plane and I was given an economy class ticket. My business class ticket was given to someone else.

Please arraneg a refund.

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Resolved

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Resolved

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Resolved

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View all Qantas Airways reviews and complaints

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Nov 12, 2024