Qantas Reviews 

Qantas 131313 fatal flaw.
The Qantas booking reference contains a letter and this must be read over the phone when contacting Qantas help 131313.
However, 131313 automated help will not recognise the letter P when giving the booking reference, always interpreting P as D.
So there is no possibility of getting help for any Qantas booking reference with the letter P.
5th attempt to get through to 131313 failed.
6th attempt - Qantas declined to change the flight to allow 3 hours between flights for manual baggage transfer between flights, and would not change one flight in a 2-leg booking.

On 26 June my 76-year-old mother flew (or, more accurately, attempted to fly) Qantas from London Heathrow to Perth. She paid over £6,000 for a one-way Business Class seat, expecting a seamless journey. Instead, Qantas delivered:
1. A 20-hour delay with minimal real-time updates and no proactive help arranging rest
2. An unnecessary bag-weight ordeal. At check-in her suitcase was 2.5 kg over. Rather than showing any empathy—or simply waiving such a tiny excess after a day-long delay—the agent bluntly told a 76-year-old to “repack on the floor if you want.” No offer of assistance. Absolute indifference
3. No meaningful apology or compensation guidance at the counter or afterwards for the disruption she endured.

For a flagship carrier that markets itself on “the spirit of Australia,” this experience felt spirit-less: high fares, low humanity.

Terrible experience with Qantas. Due to severe weather, my wife and young daughter missed their connecting flight to Melbourne from Dallas. While delays happen, Qantas failed to provide any accommodation or proper support. They rebooked them on a longer route via Japan and left them to arrange and pay for their own hotel. Calls for help were ignored, and the staff they did reach were rude and unhelpful. Completely unacceptable from an airline of this size.

Terrible experience with Qantas. We boarded the plane thinking all was fine, then were told there’d be a 45-minute delay. At the same time, I got a text saying 1.5 hours. In reality, we sat on the plane for 2 hours, were taken off, and ended up waiting until the flight finally left at 3:20pm — five hours late.

Because of this, I missed two connecting flights to Europe, had to rebook new tickets at my own expense, and waste even more time dealing with the fallout.

It wasn’t just the delay — it was the complete lack of clear communication and accountability that made this so much worse. No real help offered. No honesty. Just vague updates and shrugging shoulders.

This was my first and last time flying with Qantas.

Hey Qantas – I’ve been a loyal customer for 10+ years, but this trip has been a complete mess.

I was flying from Denver to Brisbane via LAX. After three delays out of Denver, it became clear I’d miss QF16 to Brisbane. Tony from American Airlines – who was actually helpful – rebooked me to fly the next day at 11am and said Qantas would sort out my seat. I just asked to keep my aisle seat. That’s it.

No texts. No app updates. Nothing from Qantas.

So I booked myself into an airport hotel out of my own pocket and waited. After several hours of silence, I called the Qantas helpline.

The first person I spoke to told me she couldn’t help – then dumped me on hold. 40 minutes later, I finally get through to another agent, and all I want is an aisle seat. I’m told I’ve got a window and there’s nothing they can do.

When I asked why I’d heard nothing from Qantas – not even a courtesy text – I was told “your seat’s been locked by American Airlines.” Funny that, since Tony (the only person who actually helped me) told me he couldn’t assign Qantas seats, but Qantas would.

Well, Qantas, I just want to get home. I’ll take the window seat. But after this experience, I’ll never fly your airline again.

The Spirit of Australia? More like the spirit of ‘we don’t give a f*.’**

The actual flights were fine although the inflight meals were ordinary. Our bad experience began when we arrived in London to find one of our suitcases had its handle smashed which made it almost impossible to use. I contacted Qantas and after some backwards and forwards Qantas offered me $22.50 to replace my suitcase! A typical equivalent suitcase is around $100 but no apparently it’s all my fault and $22.50 is all they offered. I rejected their offer on principle and hence this review. I will never fly with Qantas again which as an Aussie is almost blasphemy.

QANTAS IS GOOD 1 TRILLION STARS AND POINTS

Made a change to the booking. Took an hour, paid for the booking three times. Booking dint go through and change wasn’t made. Yet there is a charge on my card. Called to speak about this. Another 38 minutes of being on hold, unclear communication and was finally escalated to ‘heads’ (not sure what that means. Then the agent ends the call and Qantas asks for automated feedback survey. This is diabolical and absolutely unacceptable. Qantas you should be ashamed and are not worthy of being Australia’s national carrier.

Not there when you need them. When things go wrong you need help. You dont get help from Qantas

Flight from Perth to Sydney QF652 on Premium economy.
There is no difference between premium economy and economy apart from the price. Calling these seats premium economy is a rip off. The seats were cramped with very little leg space and seat width. The seat was uncomfortable and hard. The reclining feature was poor.

There was no available overhead storage space as the airline was poor to manage this.
Noticing limited overhead space the crew did not help the passenger to stow away their carry on lugaged that did not fit under the seats. This cause significant jam during boarding with passages walking up and down the aisle trying to find storage. The crew was useless and did not help in managing this.

The entertainment screen was old and not well kept. The touch screen barely worked and was difficult to navigaye/control.The entertainment choice on offer was also limited with many of the movies or TV series than could only be watched via your own mobile device and not the attached touch screen.

Most of the crew were pleasant but some were rude. During meals the meal trolley was pushed towards me and the cart was rubbing on my forearm. Despite asking them to move it as it was hot, the crew did not. I had to physically push it away.

The food was OK. I had the hot beef curry.
However, there were no options for vegetarians. The two choices were chicken and beef. This is poor for a national carrier charging exorbidant price for domestic flights.The wine was horrible and undrinkable unless one was already drunk.
The cleanliness of the plane as a whole was good.

I am travelling back tomorrow. Hope this flights better.

I have bought two flights for myself and my husband for when we come over to Australia later in 2025 From Cairns to Brisbane. I live in England and bought the tickets through the Skyscanner portal. When I checked my bank account, Qantas had taken the correct amount of money out but did so separately, due to this action I have been subject to 2 non sterling transaction fees instead of just 1. Is this normal practice for this company? I have never been charged separately for my flights before with other companies. The fee is £7.73 x 2. Small amount yes.. but it is the principle, what if we had been a family of 4, how much extra would that have been? The response I got from Qantas was: After reviewing your booking, we can confirm that only AUD 533.66 per passenger was deducted from your Visa card ending in ####, and no further charges have been made.

If you have any further queries or require assistance with your upcoming travel, please do not hesitate to contact our Reservations team on 13 13 13.

Flight crew were excellent but Customer Services the opposite. No response to emails or telephone calls.
My suitcase was damaged by baggage handlers between Alice Springs to Melbourne to Sydney but Qantas would not compensate me or even take responsibility for the damage. My suitcase is now ruined so I will have to purchase another one.
My opinion of Qantas has dropped considerably and I won't use them again.

It was my only route to request refund for some of my expenses caused by my flight cancellation by you. Not only did you respond in an unacceptable manner, but also when I requested a letter confirming the fact that you cancelled my flight and that you're not providing any refund, you ignored me and instead I am receiving this ridiculous survey.

I rarely write reviews, but the customer service I received from Qantas deserves recognition. I was flying from Melbourne to Auckland for a critical Monday morning meeting, planned a month in advance. During check-in, I discovered a visa issue I'd somehow missed. Inside me, I said "I'm screwed", but Qantas's amazing ladies Alexandra and Jaime Desire were absolutely incredible. They made calls, connected me with the right immigration people, and resolved the issue, ensuring I made my flight. Alexandra and Jaime, thank you from the bottom of my heart! And thank you, Qantas, for having such dedicated and effective calibers. This level of care is truly exceptional.

Having restricted travel due to COVID, my wife and I embarked on a well planned tour through the Red Centre of Australia. Planning carefully in February 2025 we booked flights from Perth to Darwin (QF848) for 27 April 2025 and Adelaide to Perth 15 May 2025

On 7 March our flight for 27 April ( 51 days later) was changed “due to tropical cyclone Alfred” which impacted Brisbane on 8 March. THE FIRST FLIGHT CHANGE.

After travelling to Adelaide by train we booked our return flight to Perth due to depart at 11.40 am. With no reason provided that flight was rescheduled to QF889 departing Adelaide 15 May 2025 at 15.20. THE SECOND FLIGHT CHANGE. We booked seats 19A and 19B.



14 May we received a request to check in and obtain boarding passes.

Although the email clearly stated seats 19A and 19B the boarding passes indicated seats 29E and 30E. Now of course we wished to be seated together and rang the QANTAS “service” number, after the normal waiting times we were told they were unable to assist as they could not change the seating and we needed to see the “Service desk” at the QANTAS counter. The service staff member showed little interest in our issue and offered no explanations. She did manage to seat us together in seats 30E and 30D. remarking “That’s the best I can do.” Those familiar with the aircraft would be aware those seats are at the very rear of the aircraft alongside the toilets. Waiting to board I noticed the sky bridge and remarked at least I do not have to walk down stairs. Wrong, we had to walk down a level to the tarmac and then queue to board at the rear of the plane. With double knee replacements I do not handle stairs as I used to.

QANTAS could have been on the front foot and provided me with hand sanitiser and toilet tissue that I could have provided to all those non Business Class passengers I met during the flight.

I was a Platinum member with QANTAS and have flown many airlines including Virgin, Ansett, Air NZ, Royal Brunei, China Southern, Air Asia, Emirates, Singapore Airlines, Scoot, Vietnam airlines, Garuda, Cathay, Malaysia Airlines, Air Canada and no doubt others I no longer recall. If QANTAS had a standard to live down to they far exceeded that benchmark. It would be so easy to pay out on the front line staff however I suspect the problems lay with the non-customer facing staff who are not held to account for their incompetence. At least I no longer hold QANTAS shares.

Why would anyone book months in advance with QANTAS when flights and seat allocations are subject to these last minute changes?

Book with an airline that can deliver.

Having worked in compliance. Risk management and complaints management roles QANTAS are notorious for their poor complaint handling processes.

I see no point in even raising these issues with QANTAS as they are indifferent to any adverse feedback.

We were on a Qantas Flight from Sydney to Manila and would like to commendate the Services of the Flight attendant 'Ian' who was designated to look after us.
Generally we Love Flying with Qantas not because we are Australian,but they do set the Bar high when it comes to Inflight service,but what prompts me to write this review was the Services & attendance given to us by 'Ian' was really outstanding he was so attentive and caring it really made our Flight very memorable, Thank you Ian & Qantas keep up the Good work.

I am deeply disappointed by my recent experience with Qantas Airways.

On 6 May 2025, I was traveling from Exmouth to Perth on flight QF1613, scheduled at 10:55 AM, to be present for the birth of my child. After checking in and walking toward the aircraft in what seemed to be an outdoor area, I briefly used a vape. I was unaware it was a no-smoking zone and stopped as soon as I was informed.

To make matters worse, there were no visible “No Smoking” or “No Vaping” signs in the outdoor boarding path. I would not have used it had I seen any signage.

Nevertheless, I was denied boarding by the captain and banned from flying for 24 hours. As a result, I missed the birth of my child – a moment I will never get back.

I fully respect airline policies and take responsibility for my mistake. But Qantas’s decision felt unnecessarily harsh and devoid of empathy for the human context of the situation.

I hope Qantas reviews how such cases are handled in the future — with more compassion, judgment, and fairness.

This is fraud! Not letting it go! Escalating to ACCC and ACA.
I booked ONE ticket: Sydney to Bundaberg.
YOU delayed the second leg by 5+ hours, made me miss my meeting, ruined my entire business trip, and now you’re refusing to refund me in full because I "used the first leg"?

I didn’t want to go to Brisbane. I never asked to be dumped there. That flight was useless without the second leg, which YOU screwed up.

And let’s not forget:
No food, no voucher — nothing.
Staff at the airport couldn’t care less.
90 minutes on hold over the phone
ZERO accountability.

Now let’s talk refund:
I paid almost $500, and you’re keeping ~$300 for Sydney–Brisbane?
You’re refunding less than $200 for Brisbane–Bundaberg. A route that’s obviously more expensive because you’ve got no competition up there and can charge whatever you want.
That refund split is pure fraud.

This is straight-up robbery disguised as "policy."

It’s also against Australian Consumer Law.
I’m filing complaints with the ACCC and the Airline Customer Advocate, and guess what I’ll keep posting until you make this right.

No service, no help, no shame.
Qantas, you should be embarrassed.

Amazing airline, food was okay. Loved my flight ✈️

My 1110am flight SYDNEY to Canberra was cancelled at 1030am. No upgrade to business lounge was offered.
In requesting reimbursement, customer service was tedious and lacked any urgency or feedback on progress.
If schedulling then cancelling flights is a part of their business model, then why not cancel the flight the day before, once all passengers have confirmed?
As a standard, allow delayed passengers to visit Business lounge and automatically refund $100 as a Gift Voucher, then i wouldn't have the need to post this review!!

2nd May, the Customer Service for reimbursement is a 1/5. The Team is in South Africa, and they cant be phoned, and a Supervisor or Manager never returns my call.

2nd May, finally, closure, Qantas deems that 6 hrs of waiting for the next flight is only worth reimbursing for out of pocket expenses, $38.30, which should be credited in 3-5 business days. Better than nothing. They've lost a customer in me.