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Qantas (page 2 of 68)
International, DomesticReviewer Photos & Videos
Upset TouristSouth East Queensland, QLD
- 2 reviews
Stranded
Recently My wife and I holidayed in the UK via QANTAS booking but flew Emirates all the way, on our return flight we received our tickets at Heathrow except my wife only received a ticket for as far as Dubai and was told the other ticket to get her home would be waiting for us at the Dubai airport so on we went to Dubai, when we got there however guess what no ticket, in fact we were told that the booking was cancelled straight after it was made and of course QANTAS tried to blame us for it, even though the ticket was paid for then we were told...Read more
there were no seats available on the flight so I had to leave my wife behind at Dubai airport to fight this out with Qantas, she was told the only way they could get here home within a day was if she paid for a first class ticket which she couldn't because she doesn't carry a credit card and she then found out that her debit card had expired while we were away, so she had no money, to cut the story short if it wasn't for the Emirates rep who promised me he would look after my wife, who took the phone from my crying and very stressed wife who had been trying to negotiate with Qantas for hours, said to them to stop stuffing around his customer and do what it takes to get her on a flight who knows how long it would have took before she had returned home. Thanks to the gentleman at Emirates and no thanks to Qantas.Similar opinion? Write a review on ieatwords.com.au!
LifestyleNew South Wales
- 12 reviews
Left us stranded in South America
We received no information with regards to our return flights with Qantas from South America and they were uncontactable. We were not able to bring forward our flights or make any changes to them online. We had to book new flights for our return and pay a small fortune only to find that these flights were cancelled. In the end we booked flights with LATAM which code share with Qantas and who allowed free changes. LATAM brought us home. I have since received an email from Qantas cancelling our return flights and offering a credit. Thanks for nothing Qantas, will not trust them again.
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DinahSouth East Queensland, QLD
- 2 reviews
Credit for Flights Booked pre-Covid-19
Shout out to Qantas. After the spread of the virus; Qantas alerted us via email we could change or get a credit via our agent for flights booked. I'd booked via a third party agent, based in Spain, that did not return emails and was uncontactable. I was concerned as I'd read others had lost money with this agent. Called 131313 and they helped me immediately. Grateful. Will always book direct with the airline in future.
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Frequent Flyer
- 5 reviews
Got me home safe and sound
I had booked 4 mths ago for flights to Sydney from Queensland to see my team play in the NRL. Covid 19 wasn't around then and so I booked 10 flights from March to October. I was able to fly to Sydney without an issue last Saturday, however my return flight for the following Saturday was cancelled (and all flights to May) Qantas emailed me and put me on a flight to return home the day before as it was the last flight before the stoppage. They kept me informed by email every two days with what was happening, and I decided on Wednesday that due to...Read more
the situation in Sydney I wanted to come home sooner as they were closing the QLD border. They were more than happy to change my flight to the Thursday as it was the next flight out. I paid no change fees for any of the changes. I have read many of the one star reviews and most of the issues are not Qantas fault ie seeking a refund and paying cancellation fees (read the terms and conditions when you book) they have waived change fees and given flight vouchers with no fees if you want. Long wait times on the phone? Really, what else did you think was going to happen in an emergency like this? I have never worked for Qantas, but given the virus situation and the rules imposed by the government, lets take the frustration, anger and being scared out of the reviews and be more honest. And read their emails, if your flight is cancelled, they will automatically do the voucher etc for you, no need to do anything and clog the phone lines. Flight there and back 7 passengers on 80 seat aircraft, full crew and great service. Hope the 20,000 staff stood down come back soon and this is forgotten before long.
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Gabrielle D.
- 12 reviews
Very disappointing
We were due to fly to Spain and Portugal via Dubai in mid April which is now obviously out of the question given that Qantas have cancelled all international flights and the government has placed a Do not travel ban on all international travel. The Smart Traveller email we received advised us to talk to our airline. It was impossible to get through on the phone or via web chat but after 6 hours I did get replies to my texts to Qantas. The first texts confirmed that we could cancel for a fee of $500 per $1700 ticket and the second texts confirme...Read more
d that if Qantas were the ones to cancel the flights then we would receive a full refund. We are now unable to contact Qantas even by text. Their updates and emails refer to travel credits but there is ongoing confusion as to whether these credits have to be used within a year of our original booking date (4 August 2022) or within 11 months of the recently extended date of 30 September 2020. On 19 March we received an email about changes needing to be made to one of our four flights (Dubai to Barcelona) with no mention of the other flights and stating that "We're sorting everything out for you. There is no need to contact us as we’ll send your new flight details soon." When we went into manage booking the Dubai to Barcelona flight has disappeared but the other three flights remained. We received the same email again today 23 March with the added lines "View your booking to access the options available to you. Click here for information regarding the Australian Consumer Law." As before, the Dubai to Barcelona flight has disappeared but the other three flights remain. There is a "Cancel/Voucher" button but we now feel that we no longer have the ability to cancel and incur fees or cancel and receive a travel credit as the manage booking page no longer shows all of the flights that we have paid for. Given that we have been advised that we only have until 31 March to access the flight credits we are unsure what to do and cannot contact Qantas to find out. We realise that this is an extraordinary situation however it beggars belief that an organisation the size of Qantas is incapable of writing and publishing clear messages regarding the current cancellation process so that their passengers would have confidence in the process and would not be forced to spend hours on hold on the phone (often only to be disconnected after several hours) in an attempt to find out what is happening with their (often) thousands of dollars worth of bookings.Similar opinion? Write a review on ieatwords.com.au!
MarkSydney, NSW
- 5 reviews
Shameful profiteering
Your shameful price gouging at this difficult time will not be forgotten. Myself, my family, my business and most of my friends will never, ever use Flight Centre, Corporate Traveller, Qantas or Jetstar again. You may have gained $1360 but you have potentially lost hundreds of thousands of dollars and irreparably damaged your brands. Social media is a powerful tool. Airbnb and Hertz on the other hand will emerge from this with their reputations well and truly enhanced.
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JosephYeoGreater Melbourne (Outer), VIC
- 4 reviews
QANTAS RipOff
QANTAS is taking advantage of the current Australian Do Not Travel to rip customers off.
I cancelled my flight before the Australian announcement and I wanted a credit card refund because I paid with a credit card.
Now they insisted I get a voucher. I still need to pay off my credit card debt of more than $7000.
Your voucher is worthless especially if I do not intend to travel with you anymore.
You have refused to answer my emails on this matter.
My other bookings with Singapore Airlines were refunded within a week.
I am ashamed to be an Australian and I can no longer encourage others to trust your brand.
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Lynne RauSouth East Queensland, QLD
QF Booking Reference Disappeared
I cancelled our flights to Japan 3 weeks ago. Before doing so I like many others spent hours trying to get through to QF Call Centre. Instead of refund I opted to take Credit Voucher. Call Centre Member terminated call before issuing the Credit Voucher number. Now the E ticket booking reference has disappeared and cannot be retrieved.Nothing to say booking existed in my FF Account. 3 emails to QF and hours spent trying to contact someone who cares. Have given up. Agree with other Reviewers. Shame on you Qantas taking customers money. Their Call Centre is a joke, completely inept at their work and no customer service whatsoever. Flying today just one big hassle!
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Paul3490Gippsland, VIC
- 42 reviews
Dreadful... I guess they are going into administration.
Update 6/5/20
I complained via Airline Consumer Advocate - I think that's what they're called. After a fairly short delay (10 days?) they asked me to send bank details to Qantas so they could refund me.
Later Qantas emailed me to apologise and said they'd be in touch. I emailed Qantas and ACA and told them I was now back in the same position I was in in January... no refund, just promises. And now they're very busy so there'll be a delay. I didn't get any answer of course.
Original review ...
It seems pointless to add to the endless list of ...Read more
poor reviews of our national airline, but I'm going to. Usual thing lately. We were able to cancel due to coronavirus. When their website said flights to China could be cancelled and refunded I got onto online chat. It took 8 hours - really - for them to deal with me but they agreed I was due a refund. I would get it within fourteen days.Similar opinion? Write a review on ieatwords.com.au!
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MelCentral Highlands and Goldfields, VIC
Disconnected
Have tried to call now for a week, put on hold for up to 2 hours then disconnected. Have not even responded to emails. Shame on you Qantas for stealing my money.
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Renata Fanti
- 5 reviews
Great Cancellation given COVID
I had a flight booked for 15 April to Brazil purchased with some points and some cash. I had to cancel given current environment and appreciate the airlines' sympathy to waiving such fees. Thank you!
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RobSSouthwest, VIC
- 9 reviews
- 2 likes
Want frustration .... here it is
Attempting to cancel flights due to the impact of Corona virus. Wait time on Qantas “Help” line 90 to 150 minutes.
Called SIX times waited over 2 hours on each occasion ...... calls disconnected.
Text and email sent by Qantas advising flights can be cancelled through their Website.
INCORRECT .... ABSOLUTE LIE
The website does not allow this.
If they wanted to fix this they could....Read more
Look at the hundreds of complaints about this business. They don’t appear by chance. About a week later ..... they fixed their webpage providing Flight Credits for cancelled flights. It works well .... credit applied for .... a domestic and an international flight ..... the end result ...... ZERO credit provided. This is a company that shouldn’t be in business.1 comment
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DianneSouth East Queensland, QLD
- 2 reviews
Unfair Cancellation Fees
After being advised by [name removed] to limit overseas travel to only essential travelers and the cancellation of our cruise, we attempted to cancel our booking to Los Angeles at the flight centre, only to be told it was going to cost us $1700 in penalty fees. What a joke Qantas, Air NZ and USA airlines are offering full refunds or travel credits with NO penalty fees. We are told not to travel yet, when we go to cancel flights Qantas and Flight Centre continue to enforce penalty fees. Come on, show some common sense - never again will I support Qantas or the Flight Centre.
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MozPerth, WA
- 2 reviews
- 1 like
Slow Customer Service
We cancelled 3 flights and the service centre said points and fees would be refunded within 4 days
Now 14 days and rang twice after waiting an hour and the service advisor said he fixed it but alas, no, as only one flight has been processed but still no refund
No responses to emails at Customer Service
Tried to call again today and the computer said an 1hr wait and to leave a call back number and I will not lose my place in the queue
2hrs and no call back
...Read more
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BrianMid North Coast, NSW
- 2 reviews
Qantas Customer Care - is very lacking in serviced to customers
On 13 Feb, 2020 I contacted qantas customer care to seek a refund as I had paid for 2 upgrades in seating for a flight from Sydney to Singapore. I did not receive the upgrade and was seated by qantas in a normal economy seat. At the same time I purchased two seat upgrades on a flight from Hong Kong to Sydney. Because of the Corona Virus I was unable to access Hong Kong to catch that flight and cancelled it (and rebooked flights for two from Singapore) at an additional considerable higher price. I did not book upgrades on that flight but ...Read more
received no refund for the paid for seat upgrades for the earlier Singapore to Sydney flight. After contacting customer care I was given a reference number and told I would be contacted within 14 working days. It is now almost a month later and I have still not received a reply despite several emails requesting an update for which I have also not received replies. Very poor service QantasSimilar opinion? Write a review on ieatwords.com.au!
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Worst Customer service
I booked a flight for 6th of March. Got a text to check in.
When I was checking in, I got interrupted. Then tried again later and it went through, only to realized on the 6th of March in the morning that they had changed my flight to the 7th without letting me know. So I had to pay a full flight with another airline.
Now trying to get the refund is another nightmare. I read another review where a user said it took them 3 hours to get someone on the phone for a refund. As I write this review, I am past 2hrs waiting on the phone, listening to th...Read more
eir music ( When I called they said waiting time 1hr) There is no other way. They ask you to go online and lodge a feedback? it is not a feedback, it is request for a refund. You feel like you are telling them why you are dissatisfied with them so that they can improve their service. I am not interested if they improve their service because I will not be flying with them again, I just want my refund. So it's been 7 business days since I lodged the feedback with receipts of my purchase and money spent. Not a single word from Qantas.
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FrankSydney, NSW
- 2 reviews
Punitive Cancellation Fees, Poor Customer Service
We booked tickets to travel to Japan and then from Singapore to Sydney, for two adults and one child, all in one booking, back in January 2020. The sale fare was around $2,300. Then COVID-19 cases swung up in both those destinations, and then later the Australian government issued travel advice on both destinations.
We contacted Qantas requesting a cancellation. The first negative experience was getting in contact with them. When we called their customer service in early March, the automated phone system told us there was a *2 hour wait time* ...Read more
before we could talk to a rep. The only other option was to chat with them. To do that, we were forced to download the Qantas app, register with Qantas, and only then could we open a chat. Next came the requesting a refund bit... Because the single booking was for 3 people, and the cancellation "fee" was $400 per person, we were looking at $1,200 in cancellation fees, on a $2300 ticket, and we'd done the right thing and requested the cancellation more than 4 months before we were scheduled to fly. We chatted over the app with the Qantas rep. We said we were happy to pay a cancellation fee, but $1,200 was punitive, could they please reduce this (in light of the circumstances) and charge us "just" $400. The rep came back and said, would you like to cancel. We said yes, as long as the cancellation fee was set at $400. The rep simply ignored our request, and prepared to charge us the full $1,200!! We were very clear that we didn't want it cancelled if the fee was to be $1,200. Absolutely appalling price gouging from this airline. I'm just about to open a complaint with them to see if we can sort this out. I'm not hopeful.Similar opinion? Write a review on ieatwords.com.au!
tubingtuna
- 2 reviews
Because they work with webjet
You can't make booking changes if you have a flight transfer or want to pay with a different card. The phone doesn't even offer the call wait time and hammers you to change your booking online.
Its very easy and efficient to book and pay online but impossible to get any service afterward and is no cheaper than booking privately.
I personally would not recommend this service to anyone or ever use it again.
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RosaSydney, NSW
- 4 reviews
Worst airline to deal with
Worst airline when it comes to assistance with changing flights and reimbursement of costs as a result of their delays. Stuck in Johannesburg overnight with no luggage and 12week old twins. Received no assistance or information. Only when we started to become angry did they even respond. Then told us to spend out of our pocket for any necessities we required for the overnight stay (I.e nappies, formula, food, hotel stay) and that we would be reimbursed in full when back in Australia. After returning home to Sydney, the Qantas so called ‘custome...Read more
r care’ made the whole claim process so difficult and then after all that decided not to refund all the international transaction fees I incurred (not by choice) when spending on those necessities. They are the worst airline. As an Australian, I am ashamed to call them our national airline. Fly any other airline if you can. Don’t waste your money on them.Similar opinion? Write a review on ieatwords.com.au!
A national disgrace
Qantas is a national disgrace.
Care factor - zero
Very quick to take your money, but when I refund is due it takes 3 hours to get someone on the other side of the line and then they are most unhelpful.
What has happened to this airline, frequent cancellations, no valid reason.
I will not fly with this airline if at all possible.
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Questions & Answers
johan z.asked
Is it possible to change my route from Oliver Tambo Airport to Sydney instead of Oliver Tambo to Perth after I DID RECEIVE MY VOUCHER due to the cocona virus which was from Oliver Tambo to Perth after the lockdowns are lifted?
RobSasked
Help Line - is it manned ?
Does anyone respond to the issues of customers ?
Three x 2 hour calls without a response.
No means of changing bookings through the website.
Inaccurate information sent by text regarding the means to cancel fights by customers impacted by the Carona virus.
There is means of contacting these people by phone, text or email.
Inept, incompetent, just don’t care.
Time to give your Chairman another rise.
3 answers
Yes it is manned but expect to wait in excess of an hour
They did have a call back system but that has since gone
After reaching a consultant they say it is fixed but it isn’t so you need to keep calling and hopefully connect to someone who wants to help
Unfortunately with the huge workload it is more about getting through numbers than resolving the issues
Good luck
No call back
Phone call disconnected after 2 hours
Has happened 5 times
Wanting to cancel flights.
Cannot do it on the Qantas website
Cannot contact Qantas by any means.
Qantas has advised by text and information on its website that flights can be cancelled through means on its website.
This isn’t available to me.
Advised to contact Qantas Help Line.
Catch 22
maurajasked
Can you request compensation for a cancelled flight from Perth to London?
No answers
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RobS
Tuesday 17 March
Wait time now 150-200 minutes on their “Help Line”... Read more
Cannot change or cancel flights on their website despite being advised by Qantas by text and message that they can. If they wanted to fix this they could. It’s hard times for all ..... but this is their business and area of expertise. They have managers and staff on huge salaries. Please look after your customers.