Qantas Reviews 871

They’ve done it again ! Qantas FF has rejected the legitimate points I earned from shopping online with one of their partners – Dyson Australia.

I purchased a vacuum cleaner directly from the Dyson website, not eBay. I decided to make this purchase solely because of the "3 points for $1 spent" offer. I did this by firstly connecting to Dyson through the Qantas shopping website where the red circle was displayed with the message that "Qantas Shopping has access to this website". I know enough by now not to use Extensions, and therefore I didn't. Although why this would be a problem I'll never know as the staff can never explain it.

After several months, my points had not been credited, so I lodged a missing points inquiry form. Eventually after submitting further financial information on the purchase (twice) and waiting nearly 3 weeks, they finally responded saying “We have looked into your query and unfortunately, can now confirm that the store has declined the points earn on this purchase. As the transaction tracking was awarded to another source, ie you shopped another offer, direct retailer edm or engaged a browser plug in for example”.

As I have previously said on numerous occasions to Qantas Shopping – their system is way too user un-friendly and complex. Scrap it and start again. This would also enable them to sack most of their employees, who take forever to answer these sort of missing points inquiries anyway, and who just continually make mistakes. Here's a chance QANTAS to save some big money. If there were no inquiries about missing points, there would be no need for the hundreds of staff you employ to investigate them would there ?

Dyson benefited from my purchase as a result of the Qantas FF program - no other reason - but not any more. I won't be doing business with them ever again. Both Qantas and Dyson are just using the FF incentive to make money and are trying to avoid allocating points wherever possible. The cost to them of the points redeemed are miniscule compared to the cost of the purchase. You'd think their reputation would be worth far more than the negative reviews that are being lodged everywhere online about them.

When I contact Dyson with a forlorn attempt to review my case and make a formal complaint, I've no doubt Dyson will blame Qantas, as Qantas has blamed Dyson. I've seen it all before - too many times! What Dyson and all other sellers on the Qantas Shopping website should do, is to complain to Qantas about their system. It's not working for their customers and will badly affect their sales. Obviously the poor old customer carries no weight when complaining to Qantas, but maybe the sellers do. The people I'm emailing at Qantas FF are probably from an Asian Call Centre which means they take no responsibility and do nothing about it.

I have requested that a complaint be escalated to more senior management but no doubt it will just get ignored again.

I have tried to add an infant into my booking, but apparently no attendant knows how to do it.
These guys, honestly, they say that they are doing it, make you wait several minutes, they come back saying, “I will get someone in the team to do it, someone will call you back, please hang off the phone”(so they don’t get a bad review inside their system). They call you back, phone rings for a fraction of a second so you can’t pick it up.
IS THERE ANYBODY AT QANTAS THAT IS ACTUALLY ABLE TO ASSIST?

OMG — why did I book my fights with this terrible airline?? - my original itinerary was a flight from Christchurch to Sydney then onto Perth and then a direct flight home to the UK-
I called the call centre (UK tel number) to ask if it would be possible to change the itinerary to Sydney to Adelaide and then Adelaide - Perth - although there was an increase in price, I was happy for them to go ahead and book the new flights and cancel the Sydney to Perth flight - I was then sent my E tickets for my new itinerary, however my flight from Perth to London was not showing. So I called back the call centre( it would appear that the Qantas call centre has been outsourced to another country) and was told that this had been cancelled- at no point did I or did they mention this flight during our conversation or was any refund processed to me so I was pretty surprised that it had been cancelled- the Agent then kept me waiting for about 20 minutes while she looked into it and then came back to me and said that they would have to listen to the recording of our telephone conversation and they would call me back .. I said to her that this was not good enough and asked her to put me through to someone that could get this resolved now, I was then kept waiting for a further 10 minutes for her to tell me that I would have to wait for a call back, I asked when that would be, she said tomorrow.
I have called the call centre this morning, only to be told that I would have to wait until the customer service team contact me, Australia time … so as it’s Friday today, I suppose that it will now be next week and given the time difference will be when I am sleeping, absolutely farcical.
It’s beyond words how poor this service is from an airline the size of Qantas, I had chosen to book with them because I foolishly assumed that they were a well established, first class brand.
If there is someone at this company who monitors complaints via Trustpilot please could they look into this nightmare that I find myself in. Christ I thought the UK was bad ….

Flight cancellation. Clearly all other airlines had cancelled the night before but qantas did not. An international flight, checked in baggage cleared security just about to sit down and relax, then notified of cancellation. No available flights, missed my best friend funeral, told staff, they shrugged their ahoulders and moved on. Lost faith today, cried my way home

i thought paying extra when a well known brand is better, but it's the same as other airlines, flights are still getting bumped, it's a waste of time waiting at the airport and you cant do much

We travelled from Heathrow to Melbourne via Singapore and Sydney with the British and Irish Lions Tour in July. It was my husband's 60th birthday treat so decided to upgrade to premium economy. 10 mins before boarding at Singapore I was tannoyed to go to the desk to be told that my seat in premium economy was broken and didn't recline! Night time 7 hour flight! I was also told that Qantas would be in touch to compensate me.

I have contacted Qantas twice via their website and have received 2 different refs for the same complaint. The response from customer services has been abysmal! They have absolutely no interest whatsoever in compensating me, just a load of "thank you for letting us know, we appreciate this fell below our usual standard blah blah blah" I've even gone back and asked who I now escalate my complaint to, low and behold no response!

There are so many amazing airlines that Qantas are now way down the pecking order when it comes to service, customer care, value for money and credibility! I shall never travel Qantas again. To be called to the desk 10 mins before boarding, then being told a lot of lies about how they'd be in touch to get some sort of compensation for the service I paid for but didn't get, is shambolic!

I didn’t realise I was flying Qantas. I specifically booked with Emirates but the coach shared. This will be the third time (in a row) they have let me down in a spectacular way. The first was the first was a trip to the Cook Islands.
12 hour delay and the flight didn’t even get off the ground. Second time the lost our luggage on the way to Italy. Managed to get it on the way out of Rome on the return flight. Today’s trip is delayed. The connection missed and the apathy is real.

I couldn’t get anyone on the phone as they didn’t answer . The app doesn’t work……. Well done Qantas. You have done it again

First, price went up by 200 dollars while I was booking. Ok, annoying but that's life. Then when I managed to book, money was taken out of my account but no confirmation email. I called customer service (30min on hold) and was told the payment didn't come through because they undercharged by 2 dollars and I would have to buy again and the charge would be reversed within 7 days. When I questioned this, I was told they would just process the payment and not to worry. I spoke to two agents who told me everything was fine and confirmation email would come through soon. Since I didn't hear from them again, I called again the next day (40min on hold) and was told my booking was cancelled because the payment didn't come through (even though it was still out of my account). They asked to call me back an hour later, called back two hours later to say I need to book again. But they maxed out my credit card at that point. Incredibly unhelpful and undertrained staff. I am now trying to go through the complaint process but they are dismissive and will not help in anytangible way. Terrible customer service for Australia's national airline. Better off booking for less with a third party at this point...

I was surprised that despite the recent Qantas data breach that Qantas customer service continue to refuse to let me update my mobile phone number, even when I've explained that I no longer have access to or control of my old number. You'd think they'd be concerned about security. They've stopped replying to my email enquiries. Disappointing and concerning.

Singapore return from Melbourne flights booked via Qantas app, logged into my frequent flyer account. I stupidly assumed that any flights I booked would earn points. Unfortunately just found out that's not true
I just spoke to a FF consultant questioning why I received no points. He explained that if you end up on a Jetstar flight, via the app then you may not get points AND you will not be advised while booking. You will find out later. Savvy flyers (and travel agents) can be aware, he said, but generally people don't know. Very dishonest of Qantas.
I have been questioning for a while, and finally a consultant advised the reason, 4 flights later. Great flights, dishonest FF system.

Received a text and email to say our flight for later that day, is delayed by 2 hrs. I took the option to change to a different flight but couldn't choose seats.

When I called the help desk to change seats or revert back to the old flight, they told me the old flight is actually cancelled and the only option is to stay on the new flight 🙃

This means we have to sit separately from our toddler because they are unable to move seats around. The advice we got was to go to the airport help desk earlier and hope they can change seats when we get to the airport.

We feel completely mislead with false information in order for Qantas to fill up other flights by cancelling emptier flights.

QANTAS travel insurance came as a complete surprise to me as it was very comprehensive and low cost. As a senior I searched for affordable travel insurance and the lowest quote I received for domestic travel was $212. Then I found QANTAS domestic travel, and for a premium of $75 I had a better optioned policy for a much better price,

I purchased a ticket from Johannesburg to Brisbane return a few months ago and I have been trying to obtain a tax invoice in my Company name with VAT number. Whilst I can input my Company name into my profile, there is no way to add in a VAT number and of course no tax invoice.

Tried to use a South African help desk line, they directed me to web complaints. I followed up with complaints and they said I would have to follow up with Frequent flyer help. Web complaints also said the case was closed, and there was nothing more they could do.

Subsequently I spent one hour on a garbled VOIP line to some Asian country and left horrendously frustrated. The operator said that I should go back to the web page and go to customer care and ask them. I completed the fields, but did not get very far. On the basis that I had not yet flown, I had to dial a "13 13 13" number, which of course I cant access because I'm not in Australia.

This is a similar experience I had 12 months ago with Qantas help. This time the person could speak english better, however the quality of the VOIP line left me horrendously frustrated (lots of garbled background voices/noises) and I honestly felt like just hanging up.

The executive team at Qantas have a lot to answer for, this is not customer service.

Worst customer experience in 30 years from Australias biggest airline you should be ashamed.
We just returned from Heathrow to Brisbane on the 10 sep
We had mechanical failure in the A380 on the tarmac on the evening of the 9th .
Was returned to a bay and was assessed while waiting 2 hours in our seats with no aircon?
Finally offloaded and told to wait another 30 min this was 11.30 pm
We was given nuts , chips and crackers with water..
finally at midnight was told that the plane would not fly and would go at 3pm next day .
Then it got worse !!
Sorry no hotels we can’t find any but will reimburse your costs within a week keep receipts.. please collect luggage and leave !

So we were high and dry family’s ,economy and first class passengers wow great PR Qantas.
We all were stunned and wandered to get what we could I ended in a pub not fit for a dog which took my money and was closed when I arrived but finally woke them up and got a bed full of bugs .
Next morning I get a sorry we didn’t meet your expectations email REALLY!
Then you are on tonight’s flight at 9 pm wow what do I do for the next 10 hours.

Went to the customer officer in charge at Heathrow not even a proper desk 1 African woman standing in the middle of the room in charge with little English (I’m not racist but gee limited English)
Finally after really complaining she said oh I can give u a day room at the Hilton .
So we wandered across to the room and had breakfast and a shower.
But Qantas did not send a email telling all guests on that plane about the day room how bad is that .
We arrived back at Heathrow at 7pm to check in oh sorry you can’t have your aisle seat you paid for so stuck in the middle again. With bladder jssues .
Finally got home after a very stressful experience.
I do understand things break but the customer service was the worst I have ever experienced in 30 years of travel
Never again Qantas

They don't wat to speak with you or deal with your issues, the only way to chat with them is via telephone which takes hours. The overseas call centre doesn't understand that New Zealand is a different country. No chatbot, no technology, just awful

After paying over $4000 for return flight Sydney to New York, ( Premium Economy) I was informed by Qantas staff at JFK that I only had one checked bag allowance instead of the normal two, due to booking with external booking company. I had two golf clubs in a box, weighing less than 2kg, and they charged me US $200, AUS $305 for excess baggage. I asked if I could book an extra bag on line and was informed that it would cost me the same, I believe this to be untrue. What a rip off, no wonder Qantas is having a problem with their image

Currently sitting in Changi Airport after plane delayed - 3 lots of 2 hours late delays. Hopeless communication, food vouchers a shambles with 300 passengers milling around. No indication of what is going to happen. Another classic bad Qantas experience, the reason I only fly Qantas as a last resort . The Singaporean ground staff did their best to- I feel sorry for them - let down by a dismal company who treat economy passengers like cattle .
Recently had a delay with Thai Airways who looked everyone really well, provided information and food and drinks straight away and actually seemed to care about their customers . Now after 1am and unsure whether this international flight will even go.
As Ihave said - avoid them like the plague

My flight was delayed for 30 minutes, but once onboard everything went smoothly.

flight was delayed overnight. no proper udpates. very poor handling.