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!