Qantas Reviews 

Pathetic customer service, with long wait times just to speak to a representative. It’s unclear why the airline operates international flights if it cannot adequately support its passengers or deliver a high standard of service. Considering the very high fares, the overall experience is extremely disappointing.

Theft - my mother in law purchased very expensive seats for medical reasons, quantas sent her an email to say they have moved her seat to a random seat at the back of the plane- not only do they not answer their South African phone-line for 4 solid days she has been logged out her account and cannot get back in- the frequent flyer helpline do not answer emails or call her as they undertook to do in the single piece of communication from them!she is considering going to lodge a case at the police station - how can an airline operate like this ! Stealing money from grieving widows going to visit their dying brother

Booked this week in Launceston in August 25 to use up points (Qa wanted cut the value of the points) The first screw up split flights to launnie and return from Mel to Brissie,next Major stuff up. We arrived at our Hotel to find Quantas DID NOT book it. The Mantra Charles saw by our paper work, our reservation Papers show Return flights + 7 Nights ACC They were Great, gave us a room until it was sorted. Booked out from Tues,QA never sorted it out. Hotel had a cancellation to fix room , But we had to live out of suitcase for 3 days,We never heard a peep from Qa. The Mantra let us go saying they will sort it out with Qa. Highly Rate Mantra for their customer service, Thank you

I take many flights a month, with almost all delayed or many completely canceled over the last 24 months. It's just getting worse.

Told by our travel agent Qantas will sit us together on our flight from Heathrow to Singapore as we are on the same booking reference. You didnt and we are not sat together. Staff at Heathrow useless in helping us. First time of flying with Qantas and not impressed.

The worst consumer experience of my life — and I mean that literally.
As a loyal Qantas business customer, I never imagined I would be sitting in Brisbane Airport on my departure day, physically unwell from stress, not knowing if I can even board my own flight. My family won't leave without me. We are in limbo. Again.
When the Middle East conflict grounded Emirates and DFAT issued a Do Not Travel advisory for the UAE, Qantas's response was to demand a fare difference four times our original booking to reroute our family of four. Not an apology. Not a solution. A bill.
What followed was weeks of circular complaint portals designed to prevent escalation, phone teams refusing to assist, and a formal legal notice to the CEO that should never have been necessary. The CEO received and read that notice within minutes. No one ever called.
We eventually got our reroute — but only after I fought for it relentlessly. And on departure day, the reroute wasn't even recorded in their system. My family couldn't check in at Cairns. Staff at Brisbane refused to speak to me about a known, foreseeable issue until check-in formally opened.
I am still here. Still waiting. Still don't know if we're flying today.
Two loyal business customers. Weeks of severe, unrelenting stress with a direct impact on my health. Zero proactive communication. Zero accountability. Zero follow-up from the CEO.

At A$7,000 for Mel-Del, it's a total waste of money. The Wi-Fi didn't work as advertised, and the food was worse than a domestic snack. The staff were unprofessional and impatient, one crew member spent more time chatting with a neighbour than helping other passengers. Very unpleasant and unwelcoming environment. Stick to another airline for this price.

Lovely crew flying dorm Melbourne to New Delhi, couldn’t fault them and wouldn’t want to.
Why I do take offence at in this world of shove push sl you into digital spaces. Qantas on its own check in app and online says that’s passenger can self check in at kiosk between check in rows p and n in Delhi terminal 3.
Well no the #%^} you cannot, so having arrived at the airport to enjoye some duty free shipping for a lieisurely time instead we had to sit for 7.5 hours waiting for the ‘old manual human’ check in to occur and that’s when you know face to face that there ain’t no digital revolution happening here, an as was once said of British Airways staff ever so rudely and nahhhhh nag looks like there won’t be anytime soon.

Our flight times were changed leaving a 24 hour layover in Dallas. Beware! If you book through Google Flights Qantas will not help you change flights. American Airlines was great and changed our flight to Los Angeles. Originally we purchased exit seats for more leg room. Qantas wouldn't transfer our payment for the seats to the LA flight. We had to purchase new seats!! AND.....We had to wait to be refunded until we returned from the flight. Note: purchased the tickets in April, flights were for Dec. 2025, returning in February 2026. Called back today (3/17/26)to get the refund. I was told they can't refund because the flights have already been completed!!!! They "couldn't find the flight reference!!! I wouldn't take that for an answer and was turned over to a "refund specialist" who proceeded to tell be that I needed to go to their website and fill out a claim, get a reference number and then call them back!! As he was he was helping me with the form we discovered that the USA wasn't a country code choice and therefore I couldn't fill out the form. He made me wait on hold as he tried to figure out this problem. And then out of the blue he gave me a reference number and miraculously found my information and promised a refund in 14 days to 4 weeks!! Qantas, one of the largest airlines in the world can't give me a refund of $270.
I was on the phone for over an hour.

Wife was very sick on the flight day going to a funeral in melb from Syd had to cancel .$236.80 ticket amount of refund$23.09 Disgusted with Quantas will never fly with them again ,nice to see huge profits incl non refunds of Aussie passengers .So glad they got a big fine for all the covid stuff they did!!!. Ref 5P9XJ7 23-5-25

Why would anyone fly out of Melbourne domestic on Qantas?
Virgin is cheaper, you don't have to walk all the way to T4 and they're cheaper too.
I've got a Qantas Club, didn't have "the app" but asked the QF club reception to verify my membership off my name which was just so hard for the little darlings, just after Qantas had price gouged $699 for a one way to Adelaide, and only $799 per year membership too!!!

Qantas has been run into the ground by the last greedy CEO who walked away with $$$$$$
The company is a shambles, flights almost 3rd world. Never, can get phone service. Wait times over 7+ hours. Planes and cabin crew treat you distainfully.
How do they get good reviews....they write their own and nominate themselves for Skytrax best airline.
Plenty of other better international airlines use Australia.

Flight cancelled and transfer flight delayed for 7 hours. Ground staff at the gate is unhelpful and dismissive.

UPDATE: Qantas Customer Care team stepped up and full refunds are now being processed. If only the original representative had been as pragmatic and compassionate.

Incredibly disappointing service and customer care from Qantas. We are unable to get to Australia from the UK due to the war in the Middle East. We are therefore unable to use internal flights booked during our stay in Australia. Qantas able to offer credits but not willing to extend the date by which these need to be used. We were asking only for a couple of months. Representatives I was dealing with were simply of the view “computer says no”.
Virgin Australia and Jetstar Australia on the other hand offered full refunds despite this not being possible under their fare conditions, as they appreciated our situation was already stressful enough. Their representatives are clearly human beings with the discretion and ability to go above and beyond. Qantas should take note.

I booked overseas flights to visit my family (this was on Saturday) and chose the hold and pay option (I had until midnight on Monday) as I need to split my payment across two cards, which you can't do online. I immediately rang up and paid over the phone even though it said I would lose my $75 pay later deposit. It was worth it to secure the booking. However I still received an email on Monday that my booking would cancel if payment wasn't received by midnight. So I rang up again (another lengthy process) and after much conversation it was verbally guaranteed that all would be fine and my booking would not cancel. Yet Tuesday morning (today) I got an email that it had been cancelled. I rang up and got told there was nothing they could do. And that the $11,300 of 'pending' / 'uncleared funds' would eventually be returned to my accounts. It is an absolute joke. The delay in payment processing is 100% on the Qantas side. I even spoke with my bank on Monday to see if there was a way to speed up anything on our end and there wasn't as it's the process on the Qantas side that is slow. I have been on hold for 1.5 hours now and to top it off the call just ended all by itself and still haven't been able to speak to anyone about re-booking flights. And the only other airline that suits my destination is United and I hope to never fly with them again - too many cancelled flights and terrible service. It appears there is no good choice of airlines these days.

If you book with a partner airline, you have no chance to select a seat on check-in even as a frequent flyer member. The airline you booked with sends you to Qantas, but Qantas sends you back to the airline you booked with. Qantas seems to have become rubbish and completely disrespectful of customers who make their money for them in the last few years. They have a completely different cabin baggage policy to the partner airline, which is a lot less. Just waiting to grab your money at the transfer counter? Already a good reason not to fly with them. Let's hope the flight is better than the check-in experience!

January 2026
Travelled from London Heathrow to Singapore. Booked tickets a day in advance.
No delays. Flew on economy. Solo traveller.

I can’t think of many positives.
I am only 5 foot 4 and average build and no leg room- totally inadequate.
I don’t know how any taller person would manage. Hard to get in and out of the seat.
This is reiterating what many other reviewers have said.

Onboard service was mediocre at best, and the food and drinks were underwhelming.

The onboard experience feels no better than a budget airline, except with premium pricing.

Disappointing first experience with Qantas (normally choose Singapore Airlines)
I don't believe I will fly with them again especially for long haul travel.

Qantas seems to be trading entirely on its past reputation, because the reality is a flight that no longer justifies the cost.

Qantas policy is theft
December 2025
Qantas policies are theft. I purchased my tickets in Oct 2025 to fly out on December 27th. Unfortunately due to unforseen circumstances out of my control I was unable to make the flight. I cancelled well in advanced and just figured I would reschedule the flight the following year for the same exact time and date just in 2026. Well Qantas policy said I can reschedule the flight but only within the 12month period from when I purchased the tickets. I purchased the tickets on Oct 21st. So that means I could only fly out from within Oct to Oct. Unfortunately due to my work this cannot be done. I can only fly out during December when my work is slow and I need it to be during that particular season in Australia for business purposes. So being that I'm unable to fly during the time "their policy " only allows you I lost my money A.K.A. Qantas gets to keep it. Meanwhile back in reality I was leaving only a month after from my time of purchasing my tickets. It was around $3000.00 including my seat purchase. This should be illegal. Corporate robbery. They sold my seats to another party due to my cancelation so they didn't lose any money because I cancelled well before my date of leaving due to a family matter because my Dad got very ill. Qantas doesn't care about you. They only care about Qantas.

Extremely poor experience with Qantas.

Do you know the feeling when you communicate with a badly written AI chatbot? it tries to be helpful but clearly does not comprehend at all what you're asking it? imagine the same thing but with a person... that unlike AI, they intentionally block you from talking with supervisor, who can actually help! During the conversation I had with the call center representative: am I talking with AI or a person? simply because it was hard to believe that a person can be so incompetent.

I accidentally booked a flight for the wrong month and realised the mistake almost immediately. Within about a minute of completing the booking I called the Qantas call centre to correct the date. The agent confirmed the change had been processed, but I never received any updated confirmation email or itinerary.

On the day of travel I arrived at the airport based on the time shown in my original booking confirmation. I was then told the flight had been moved to a different time and had already departed. Because Qantas never sent any confirmation of the change, I had no way of knowing the updated departure time.

Despite this, I was required to pay an additional $548 to get onto another flight.

Trying to clarify the situation with customer service afterwards made things worse. The first representative I spoke with struggled significantly to understand even very basic explanations of the issue. The conversation went in circles for around 30 minutes with me repeating the same information multiple times. It was clear the level of English comprehension was not sufficient to handle even a straightforward request.

I asked several times to speak with a supervisor but the representative repeatedly insisted on continuing the conversation despite clearly not understanding the problem.

When I was eventually transferred to a supervisor, they understood the situation within 30 seconds and said they would investigate and call me back.

What should have been a simple correction made within minutes of booking turned into a missed flight, a $548 charge, and an exhausting customer service experience.

For an airline that markets itself as a premium carrier, the lack of communication, failure to send updated booking confirmation, and inadequate customer support are unacceptable.

Whether domestic or international. Qantas always seem to stuff up the flight in one way or another. The last 4 flights stupidly I kept choosing Qantas, I have missed 3 connecting flights and delayed on the 4th. Their rewards program suck and I will not be renewing after 10+ years.

Its not just me thats been affected in recent times, family and friends have all experienced similar situations. Additionally when you complain after your displaced they literally do nothing but a generic ai generated email saying that take feedback seriously. Clearly they do not and do not look after loyal customers.

The brand is nothing what it once was an absolute full from grace, but they created a monopoly and in Australia unfortunately we don’t have much competition.