When our Around the World Cruise ended because of Covid halfway through it, we were forced to fly home on one of the last planes leaving Australia on March 23. It was a chaotic experience for ship passengers and crew, airport staff, and flight personnel. We were grateful almost everyone remained fairly calm and kind to one another. I got the last Business Class seat (equivalent to First Class on other flights I've taken) while hubby flew coach. Qantas has larger coach seats, and they quickly arranged seating onboard to maximize space for coach passengers, which made him more comfortable for the long flight home. We were both impressed with Qantas from start-to-finish. Business Class was VERY comfortable with attentive flight attendants.
We had an early start 6am flight, I was expecting a breakfast while en route, instead all we got was a rock hard cinnamon bun that you could have used playing ice hockey. The on our return trip a miserable 130g chicken and mushroom pie, too bad if you didn't like mushroom as there were no other choices. Also on that flight there was no onboard monitors for viewing movies etc Worst 2 trips we have had with qantas
I had an incredible experience with Qantas this week. My original flight was days after the QLD border closure so I tried to book an earlier flight. In my hurry I accidentally booked a week later. I called Qantas, waited over an hour in the queue to speak to a gorgeous, patient lady named Karen. She calmy fixed my mistake, refunded my money and issued a credit for the original flight. She explained that there probably wouldn't be any additional flights. I decided to drive. A short while later Karen called me back to offer me a seat on a new flight! This got me home in a couple of hours, well before the cutoff and for only a small extra charge. I am SO grateful as I was not looking forward to the long drive (15 hrs) by myself. Thank you Karen, you are a legend!!!!
Have left 3 call back requests, not one returned. Why offer this when it is obviously not working. Emailed, rang to no avail. They changed our flights making connections impossible. Rang and waited twice, average wait 2 hours. Times are difficult for all but this is not good service on any level.
Overall good flights in both directions only complaint was that the vegetarian meals we specified when booking weren’t available for us on the flights. Friendly staff and good in flight entertainment.
Many pets currently cannot return to Australia because Qantas is not doing pet travel. I couldn't understand why not as Qantas are flying cargo and pets go in cargo hold, of course in special pressurised compartment. We have 2 cats to return to Australia. Qantas is not doing normal pet travel but are offering pet cargo freight service at 8 times normal rate. Qantas letting yourselves done as again you show it is just about the cash. Trying to make as much as you can out of desperate situation many people find themselves in being separated from their pets. Qantas has lost ethics and principles. Shameful. I expected to pay more in these times even double, but 8 times!
Cannot rely on Qantas as national carrier of Australia. Our Qantas flight return from Hong Kong to Sydney was cancelled with no forcible flights in the future. With the most Australians outside of Australia living in Hong Kong at approximately 100,000 we had to rely on Cathay to return home. Poor Cathay will make the flight because passengers and service are important to them, but must be running at a loss due to the limit on passengers. Not sure why Qantas not doing any commercial routes especially when just got massive bail out from the government. Actually I do know not economically viable so rather have planes and crew grounded. Qantas you are not supporting Australians to return. Still awaiting the flight credit 2 months later.
Polite friendly check-in at Christchurch. I've flown Qantas from Christchurch on average at least once a month pre-Covid19, so the staff recognise me and are always welcoming. Lounge was fairly quiet today, it's the Manaia lounge, so can be busy as it's also used by Virgin Australia. The usual friendly welcome here too. On-time departure and friendly kiwi staff on board for the leg to Brisbane. Arrived on time, simple process to transfer to the domestic terminal. No queue at the business security lane, so through to the lounge in no time. On-time departure from Brisbane and friendly service on-board. Swift exit at Sydney.
Its been 3 months since i couldn't get my refund back from Qantas. Funny part is everytime when i ring customer care i get different response. Twice i was told my money will be refunded in a week time , recently they again told it may take 2 or 3 or 4 months for a refund. Looks like this is end of Qantas , soon they may vanish. I know there will be delays due to pandemic but service , trust is now lost in Qantas. Extremely unhappy with Qantas and i will never ever fly again with Qantas.
the crew aren't welcoming at all and the legroom is small. price isn't cheap at all. service is good
I remember the days when Qantas was a great airline to fly. On my trip Sydney to manila last year the crew were crabby and just didn't want to be there. I had a trip booked to go again in May of this year but you guessed it still waiting for the refund. It was cancelled in April and the travel agent told I should expect a refund late August. Not good enough Qantas especially when they want it fully paid in 48 hours of booking. Qantas has gone budget airline standard and I don't think I would choose to fly with them again they really need a wake up call. Now would be a good time to retrain some of there cabin crew and focus on customer service like in the good old days.
Flight details are bogus as I need to put something in to have this review accepted. Qantas's policy on refunds is an affront to human decency, respect and recognition that some people who have requested a refund, actually need the money; irrespective of the amount. I requested a refund after my international flight was cancelled back in April. I was told at the time it would take up to 45 days and when I phoned Qantas after that time period had elapsed, I was told it was now 60 days. On day 60, I contacted them again and the representative with whom I spoke put me on hold to check the progress. During the time on hold, I received an email stating that the refund had been processed and is “on its way”. This illustrates that the refund process can happen within a few minutes and it also illustrates that if you do not contact them, it won't happen. NOTE TO EVERYONE reading this – phone Qantas when the time is up otherwise I doubt anything will happen. Two days before the above phone call to Qantas, I received notification of my flight booking for September was also cancelled. I requested that this refund could be done at the same time as they are both under my name and FF number. The answer was an emphatic NO. I will have to wait for another 7-10 weeks for that one. Ludicrous waste of manpower. Qantas policy is to hold onto their customer's money for as long as they can. It is now four days after I was notified that the refund is “on its way” and nothing has arrived. I have phoned Qantas a couple of times to actually check that the refund was processed correctly. The phone representative told me that it can take up to 10 additional days for the funds to be returned. There is no excuse for this and the only reasonable reason for this delay is Qantas actually do not release the funds when they say they do. Even a Medicare refund from the Government hits your bank account overnight if not immediately. So what is Qantas doing? Holding onto your money for longer – that is their strategy and they can get away with it because there is nothing we, the customers, can do about it. That is where they are wrong – we can do something and that is to move to another carrier and I urge all who read this to do exactly that. All my International BC travel will now be with SQ as will all my colleagues who are suffering the same insults as I. We are all Platinum FF and have been so consistently for many years – I have been Platinum for 15 consecutive years. In total that will only amount to 100+ BC seats a year. Not much I know but as word spreads throughout our respective networks, hopefully, it increases. You will also notice Qantas's disdain for its customers as I have never seen a Qantas response following up on a comment written in this forum. They don't care and it comes from the top. Mr Joyce sets the policy!
Always tried to fly Qantas as my preferred airline being an Australian service but feel really let down by the service given when we needed it the most. Generally the food is very good and the seating and legroom are as expected when flying economy but the level of after service is pretty much nil. Obviously being caught in a crisis is never going to be easy but the broken promises of refunds and waiving of transfer fees brings this company in my opinion into disrepute. Qantas is still advertising, selling services and opening up multi million dollar museums but still failing after three months to honour a simple credit or bother to keep their customers informed. Totally disappointed and am loathe to book their services if avoidable in the future.
Flew to Sydney to visit my daughter and take a cruise. Was caught in the virus hysteria, cruise and return flight (from Bali) cancelled. Qantas refused to reschedule my return flight. Had to purchase a new ticket at double the prior rate. Now still trying to get a refund on the cancelled portion (return from Bali to New Orleans). Impossible. Worst customer service anywhere. Hours on hold, once you get someone they hang up on you when you say you want a refund.
I had booked and paid for my flights and arranged isolation, pass into W.A, the works. I get am email advising me of a change to my flight. It turned out that the connecting flight to Perth now left before my flight into Melbourne even arrived. Obviously not going to work so it was suggested to me I went via Sydney with a stop over. I spoke directly with an operator and I suggested I caught a flight from Hobart to Sydney to Perth on the previous day to my original flight. It looked good. The transfer was seamless and I received a prompt email with my new schedule. But the next day I get a flight cancellation notice and that whoopee I get to keep my flight credit or a refund. I just phoned the airline and had an automated message saying that if I was awaiting a refund that it might take 8 / 10 weeks!! Can you believe that?! Who is getting the interest? Why are we able to book flights that are not flying? Very upset.
During Covid (March until present), Qantas constantly advertised flights for purchase. Once paid for I would receive on overage 6 changes to the flight itinerary with a subsequent cancellation. At times, I was not notified of the changes by SMS, call or email. I would find the changes/cancellation by logging into my Qantas Frequent Flyer account. Refunds taking in excess of 8 to 10 weeks. I have spent on average 1-2 hours per day speaking with their Express Line with a hold time of over 1 hour. Once connected, at times the call drops out and they do not return your call resulting in having to call again and wait another hour. A truly hopeless, incompetent, unacceptable level of service.
We were forced to cancel our flight to Armidale on 20/03/20 when Australia closed its borders to foreign citizens and hence also the return flight on 20/04/20. UNfortunately we booked through EDreams who claim Qantas will charge us a cancellation fee (600 euros) for flights which we would have not been allowed to take. Qantas seem to take no responsability for this and passing the buck onto EDreams which seem to be doing nothing at all about it. We are pensioners so the amount of money involved is very important and without it we won't be able to see our son and family for a very long time.
I booked a flight over the phone with a very inefficient customer service rep. He booked my return flight before my departure and when I received the email confirmation I called immediately. They charged me the fees associated with changing the flights despite their own employees mistake and refused to reimburse me. They record the calls for their own benefit but will never use those recordings to protect you as a customer. I would give zero stars if I could.
Until recently I would have given Qantas 3 or 4 stars. But their lack of customer care for the past 3 months has been dreadful and makes them worth only a one star. Flights cancelled and no help at all getting another to return home leaving me stranded.
Airline stewards who treat people of ** differently from **, should NOT be working in an AIRLINE industry of all places. I flew with Qantas within Australia in May 2020. On my flight, when the morning tea trolley came down the aisle, I was intentionally missed. After a long time, the same steward walked up the aisle, and when he returned I waved him over, to say that I did not receive any morning tea. He responded with "OK". He then went and fetched it and brought it over, he didn't even apologise. I believe this was fully intentional, that he missed me on purpose because I am of Asian heritage. I find it absolutely disgusting, that this airline could hire people like this. If he treats me like this, he will likely be treating other people of Asian ethnicity in the same vein. An airline/customer service is a completely inappropriate workplace for a racist.