Qantas Reviews 

Worst airline customer service ever. They don’t even have a quick process to update any personal details. Its pathetic horrible

35 mins x 2 calls made

Friends all went in on a Qantas gift voucher for my birthday. I would not recommend. Their cash went into the most conditional exchange and impossible redemption that was ACCC worthy.

I was in business class, the seats were dreadful, and the staff were even worse. As much as I hate to say this as I am an old woman, the two older women that were the attendants were absolutely horrible
They could not care less about their customers they were busy having a good laugh with people they knew and I found it the worst flight I've been on in probably 20 years
I would not bother to pay for business class Qantas on a short haul flight like Melbourne to Bali it was a total waste of money
In fact I flew over with another airline cattle class and the seats were better the only thing that was different was the meals which I found in Business Class were not good anyway

We are a Qantas Frequent Flyer member. We had a flight booked from Dubai to - Sydney - Melb. We made an error and missed our flight. Called them to see if we could get some money back or a credit of some sort as we did not use the flights. Nope, a no show means you get nothing back. About as compassionate as a starving hyena. As far as redeeming points are concerned the system is a bit of a scam, huge amounts of points are required for small dollar value fights and hotels. Will be using other airlines where possible and transferring points. Very disappointed in Qantas.

Negligent.

Majour huge fault safety and security and duty of care.

They partnered up with Majour unsafe faulty antisocial discrimination company emirates and did not stop when they did do majour neglicence years ago to Me and other people clients.

More info to follow.

Stay away from Emirates, they are not safe and internationally globally immoral and illegal practices; 10× majoir fault services.

The date is not accurate; was yeats ago, 2018.

On the 10th of February, I booked a package holiday to Uluru, Petermann, Northern Territory, Australia, advertised on Qantas Holidays website. This was a hotel and flight package, with flights from Sydney to Ayers Rock Airport (Uluru) and accommodation.

The hotel was advertised as a part of this package. At no point was there any warning that the hotel was not near the flight location. The address for the hotel on the booking was simply given as "Petermann, Northern Territory.

Petermann is a suburb of the Northern Territory, which is over 70,000 square kilometres large. It is larger than over 70 countries in the world, including Sri Lanka, Lithuania and Latvia (65,000 sq km), just to name a few.

When I made the package booking for Uluru, there was no indication that the accommodation was not near the airport, as mentioned, only that it was in the same suburb.

It turned out that the accommodation was actually 300km away from the airport (a 3-4 hour drive). This was only discovered when I was looking up directions to the hotel the day before we flew. Qantas had provided me with no prior warning, nor any way to get from the airport to where we would be staying. As this was sold as a package holiday to Uluru, this constitutes a misleading sale - the accommodation was nowhere near Uluru.

It would be the equivalent of booking a package holiday to Sydney, Australia, but providing accommodation in Canberra, a city which is a 3-4 hour drive away, and not informing the customer.

I phoned Qantas Travel on the 15th of April at 4pm, the day before we were due to travel, to inform them of this. I believe it was caused by a bug on their website, which was putting places that were technically the same postcode as bundled holidays, with no respect for the size of that postcode.

The team accepted that it was not ideal and said they would attempt to sort it out with the hotel. I asked them to book me alternative accommodation, as I had no way of getting to the accommodation they had provided in the package holiday. They said it was late, but they would get back to me ASAP.

I never heard from them again.

In response, I found an alternative hotel in the town we were actually flying into (Uluru-Yulara). It was 4 minutes from the airport. The cost of this was $1,452.96.

Qantas gave no breakdown of the cost of the hotel in the original package holiday of flights + hotel.

I called Qantas back on the 20th of April informing them that they had said they would be in touch with me on the 15th or 16th of April with a decision. I likewise followed up on my claim that I should be refunded or credited the cost of the alternative hotel I had to book, as they had falsely sold me a package holiday to Uluru with no indication that the hotel was not nearby nor accessible.

They had likewise not provided an address for the hotel in the booking outside of the suburb it was in.

My booking confirmation clearly showed that the address only says "Address: Petermann, Northern Territory 0872, Australia". I would like to re-iterate that Petermann is 70,000sq km large and includes the area where the airport is. It is not an accurate address for the hotel, despite being listed as one. As mentioned, this was either intentionally misleading, or caused by a bug in their system.

Qantas Holidays gave zero care to resolve this, kept $1,500 of my dollars, and it cost me an additional $1,500 in alternative accomodation.

$4,500 for a 3-day domestic holiday, just in flights and accomodation. Economy class. That's the Qantas experience for you. Do not purchase a Qantas Holiday package.

What a joke Qantas frequent flyer is. With their so called partner airlines that you can’t claim points on. Things are going that bad are they, or maybe it’s for the big bonuses for the ones at the top. Very un Australian allround

I am deeply disappointed with Qantas' handling of my compassionate fare request during one of the worst moments of my life.

On 3 June 2026, my 71-year-old mother suffered a catastrophic haemorrhagic stroke and was admitted to ICU in Brazil with an extremely poor prognosis. My husband and I urgently flew from Brisbane to São Paulo, believing we might be attending her funeral.

After arriving, her condition changed unexpectedly. She underwent two emergency brain surgeries and remains in a critical coma with no discharge date and a very uncertain future.

I contacted Qantas with extensive supporting documentation, including certified medical translations, updated hospital reports and evidence of the impact this emergency has had on my studies and employment. I requested consideration under their compassionate fare policy and flexibility with my return flights, as I cannot predict when I will be able to leave my mother's bedside.

The response I received was simply to call an Australian reservations number. However, I am currently in Brazil because of this medical emergency. My Australian phone cannot make calls from here, and my Brazilian phone cannot reach the number provided. I explained this and asked whether Qantas could assist by email or call me instead.

At a time when compassion and practical solutions matter most, I found the process inflexible and inaccessible. My frustration is not about receiving a particular outcome, but about being unable to even have my request properly considered because the only communication channel offered is one I cannot access.

I sincerely hope Qantas reviews its procedures so that customers facing genuine family emergencies overseas are not left without a workable way to seek assistance.

For reference, my booking number is EQUAV9 and my Qantas Frequent Flyer number is 2012836421.

If a member of the Qantas customer care team reviews this post, I would be grateful if you could contact me by email, as I am currently in Brazil and unable to reach the Australian reservations phone number that I was instructed to call.

What went wrong this time… hmm. Who knows, but it’s always something with Qantas domestic. Currently sitting on the tarmac, yet again returning to the gate with “technical difficulties”.
Go fly Virgin instead

QF63
Worst experience ever, they will never tell you about self transfer, nothing when booking or on the ticket.Just for the old lady to be surprised when she was already in Johannesburg, poor pooooor service

I am caught in limbo land, Qantas call centres are in Fiji and Philipines, all of who cannot problem solve or are interested in assisting passengers, I have asked them to show my return Qantas flights from Rome to SYD on the app and allow me to pick some seats, but they gaslight me and tell me to contact Jetabroad who wont do anything, Qantas need to bring their customer service back to Australia, I even tried the messenger app but the response was standard and referred me back to Jetabroad, this saga has been going on since early April, just hopeless

Expired 100k worth of points and then took about 20+ emails to get them back. They warned me they would expire if I didn't purchase something so I did but they expired them anyway.

Recently, Same again, disappeared 60k points and admitted the error then never refunded them. Very unsurprising that their trust pilot score is 1 and they are littered with complaints about admin. They need to get their act together.

Love this quote
"If the refunded points have not yet reappeared in your Frequent Flyer account, please allow a short period for processing, as reinstated points can take some time to reflect."

So a short period - several months and no response to my emails? Cooool.

Cabin service was terrible. Cabin crew were unhelpful and did not seem happy in their job. The food choices were good but they ran out and as i was at the back of the aircraft my only choice was Tofu!!! They served drinks only twice in the 16 .5 hour flight - I had to keep requesting water, coffee, tea, as did many people as the drinks cart was no where to be seen. Turbulence was bad but not once were we told to put our seatbelts on. My first and last time I will fly with this airline.

The last 5 times I have booked on the qantas app there is a 'glitch' when it comes to paying on PayPal. It says 'something went wrong try again'. When I have tried again (can be 20 - 30 minutes later) there is no activity on PayPal. Then later after the payment has proceeded I note that I have paid 2 or 3 times. I then have to go through the process of obtaining a refund. The qantas app rarely functions efficiently & people need to be aware. I choose to pay on PayPal as I'm sure hackers that accessed the rest of my information at the last hack incident would have been able to access my credit card.

I felt that I should share my terrible experience with Qantas money - they treated me appallingly!

I recently applied for a credit card and whilst completing the application was understandably asked to submit either copies of payslips or bank statements to prove my salary submission. It also clearly said not to submit personal details such as tax file numbers, etc. At the time I was away in the outback of Australia with at times barely an internet connection / phone signal. I therefore used my initiative by copy and pasting (without any personal information) bank details from two different banks clearly showing 3 weeks worth of my salary for my 2 jobs.

Then I began receiving endless phone calls, SMSs and emails from Manilla telling me that I needed to send them PDF copies of all documents already submitted. I may be female but am not totally stupid! No way was I sending PDFs of documents containing bank details / tax file number, etc. etc. I had no way of deleting or printing the information, whilst I was away, but the Qantas Money team could not understand what I was saying and continued to endlessly harass me, to the extent where I was left with no option but to raise a complaint to Qantas Money Credit Cards, which was not even responded to correctly!!!! They completely ignored the fact that the complaint was to do with harassment and based the complaint on the rejection of my application - I TOTALLY REST MY CASE! THERE WAS ABSOLUTELY NO WAY THAT I WAS SENDING THEM 'BY EMAIL TO MANILLA' COPIES OF MY PERSONAL DETAILS CONTAINING DATA THAT THEY DID NOT LEGALLY REQUIRE - THERE WAS NO NEED FOR ME TO SHARE MY BANK DETAILS / TAX FILE NO. ETC - THESE PEOPLE ARE BREAKING THE LAW BY INSISTENTLY REQUESTING THIS INFORMATION!

I am therefore left with no option but to take this matter further to AFCA and OAIC as well as spreading the word on social media (from where I have read some most interesting comments regarding the Qantas outsourced centres, particularly that they do not understand potential customers and simply reject their applications, such as mine.

I have repeatedly requested recordings / transcripts of each and every call I made to / received from Qantas Money as well as a physical copy of the credit report that was run for me - under the data protection laws in Australia, I am fully entitled to receive this information but they simply ignore me. Last Friday I was told the following by Alec Rickard, Head of Qantas Money (allegedly!):

"Dear Emma

Thank you for copying me on your email. I appreciate that this experience has been extremely difficult, and I understand your frustration.

I have asked my team to investigate this matter further with the bank, and address your requests. This will take some time, and given the weekend, it will not be resolved before close of business today.

I will reach out to you with an update by COB Tuesday.

Thank you for your understanding as we work through this matter.

Kind regards,
Alec
--
Alec Rickard
Head of Qantas Money" .......... but you guessed it, I've not heard a word from anyone and still haven't received the paperwork or call recordings!

Please please please stay away from this dreadful company, all they are doing is exasperating potential customers, who will in turn spread the word and tell hundreds of 'non' potential customers, thus damaging the Qantas brand - they disgust me!

I have since applied to Virgin Money and should receive the credit card within the next few weeks - No Manilla outsourcing for them!

Qantas are probably now at the budget end of the airline scale and I get that. On my recent return trip to Perth though, the flight was fine and the cabin crew were excellent throughout.
The big problem I have with Qantas is their so-called Customer Care service. It appears to be staffed either by people of unimaginably low IQ or primitive robots which only pick out certain keywords in emails.
In my case, I contacted them regarding a kindle I'd accidentally left on the plane after the outward flight.
I didn't need it urgently, but went to the baggage services desk at Perth airport prior to my return flight. They were helpful and spent time going through a bag of all such handed-in devices but mine wasn't there. The lady said it may not have been discovered by the ground-team at Perth, but possibly at the next airport on the plane's route. But she couldn't tell me which airport that would be, and to contact Qantas with my flight details and they should be able to tell me. Fair enough.
But after numerous email exchanges with Qantas Customer Care all they will tell me is to contact Perth Airport baggage services, despite my relentless pleading that I'd already done that and that all I need to know please is which airport that aircraft stopped at next. Like many people I have had many negative experiences with so called Cust-Service departments over the years. But Qantas Customer Care are by far the worst.

Terrible airline always waiting on the tarmac for 20minutes after landing. Always waiting 30minutes for bags at the carousel.

If there was an airline that was simply on time without delays 99% of Australia would be flying with them instead of Qantas & Virgin.

Qantas has become one of the most frustrating airlines I’ve ever dealt with. Their app rarely works properly, making even basic tasks unnecessarily difficult. Customer service is consistently disappointing, with long wait times and little effort to resolve issues.

The biggest frustration is paying extra for premium seat selection, only to see those same seats later given away for free or changed without explanation. On multiple occasions, seats booked together well in advance have been separated, creating unnecessary stress and inconvenience.

For an airline that charges premium prices, the service, communication, and reliability simply don’t match expectations. There are far better airlines offering a much better customer experience for the money. I won’t be rushing to fly Qantas again.

We were charged $300 for extra luggage our golf clubs. We traveled to Hobart on Jetstar the economy are of Qantas and were not charged anything . I will never use this tip off airline again

Terrible call centre wait times and they dont even have a whatsapp call number. All is ok until you actually need to contact them. Long waiting. Disconnections and inability to call back when travelling. They need to do better