Qantas
4,613 reviews
AI reviews summary
Pros
Cons
Verdict
Overall sentiment toward Qantas is mixed, with a distinct divide between frontline experiences and administrative or support functions. While many passengers appreciate the professionalism and warmth of onboard and airport crew members, a substantial number of reviews express deep frustration with operational reliability, customer service responsiveness, and baggage handling. Key takeaways indicate that while flights often proceed smoothly when uninterrupted, encountering delays, booking changes, or support inquiries can lead to significant friction and dissatisfaction.
You say efficent at Melbourne airport???? I have never got on your flights out of Melbourne on time and without 2 or 3 gate changes???? Can you explain the definition of effectiveness as its not the same as my dictionary. Jetstar doesn't have this issue???? Poor poor service.
I was disappointed with my recent experience. Prior to the flight, I had specifically booked a child meal approximately two months in advance. However, when I enquired about it onboard, the flight attendant insisted that no child meal had been arranged and repeatedly stated that such meals must be booked at least 24 hours before departure. … Read more
Despite my attempts to explain that the booking had in fact been made well in advance, the flight attendant continued to dismiss my explanation and spoke in a patronizing manner. Rather than trying to investigate the issue or assist in finding a solution, I felt that I was being made to feel at fault for a situation that was not of my making.
Unfortunately, the interaction became quite upsetting for my child, who became distressed and started crying. What should have been a straightforward discussion about a meal request turned into an unnecessarily uncomfortable experience for both of us.
I understand that mistakes can happen, whether due to booking systems or operational issues. However, I would expect airline staff to listen respectfully to customers' concerns and approach such situations with empathy, especially when children are involved.
I hope this feedback is taken constructively and used to improve customer service and communication in the future. The flight attendant name was [Name Removed], on a QF655 Sydney to Perth flight.
Reviews with attachments
Qantas, no longer the spirit of Australia – Qantas used to be my airline of choice, though in recent times each of my flights in recent times have been delayed. Today flying out of Kalgoorlie, Western Australia, my Qantas flight was delayed due to 'sever weather' in Perth, the very same weather than had no impact on two Virgin flights departing and landing and leaving on time from the same destination. Maybe this is why all our flights are delayed. Show details
What has happened to one of the greatest Australian icons? – I’ll start my review with summing it up - I’m ashamed about what has happened to our national airline - the face of Australia in the skies. Let’s start with a good - there is only one thing - safety record. That’s about it. The bad: 1. They are significantly more expensive than competition 2. They don’t care about their customers and employees.… Read more
3. If you ever will try to contact their customer support you either won’t get through or will not be helped. 4. 4. One of the poorest customer support I ever experienced. 5. If you have no straightforward easy resolvable problem they won’t help you and there are no ways to escalate problems within Qantas. 6. Some of their services are not linked and they won’t take accountability for that. E.g. you may buy a lounge pass, the lounge might need to close (during your allowance to be in there). They will kick you out and won’t reimburse you. 7. They will sell you a ticket on their website with QF number which may be share coded with another airline and Qantas will take no responsibility if anything will go wrong with that flight and logistics around it.
With my approach to support local/Australian made goods first after having a couple of significantly negative experiences with Qantas I’m making my conscious decision to stop purchasing any of their products and services. I also do not recommend using them to anyone else until they will change their corporate attitude. Some of my experiences I detailed in attached to this review video.
I have been transferred 7 times and hung up after 35 minutes. What has happened to this company. Great to hear that the idiot running it just got a large bonus. They are nothing g but common thieves Show details
Exceptional staff and outstanding care. At 7 weeks pregnant, I arrived at Melbourne Airport to board my flight to Perth when I suddenly experienced a fainting spell. From that moment on, every Qantas staff member I encountered went above and beyond to look after me. One lovely staff member quickly found me a seat, another retrieved my checked… Read more
baggage and organised a wheelchair, another rebooked me onto a later flight, and another personally accompanied me to my departure gate. On board, I was given the best available seat, invited to board first, and even offered a hot cup of tea.
Every single person I interacted with was kind, attentive, compassionate and incredibly professional. I felt genuinely cared for from start to finish during what could have been a very stressful experience.
Thank you to the wonderful Qantas team for your exceptional customer service and for making me feel so safe and supported. Your kindness meant more than you know.
Photos show the appalling state of the toilets and showers in the Business Class Lounge at Sydney Airport. Dirty stained toilets, mouldy showers and dirty sinks....felt cleaner before I went in! Show details
- +4
I recently took four Qantas flights - two regional on a Dash 8 and two between capital cities. In three of the four flights, one of which was business class, the tray table had not been cleaned - in the two Dash 8 flights they were disgusting. Also on one of the Dash 8 flights the magazine was torn and dirty, and so was the safety information card… Read more
which had some kind of dried goo clumped on the bottom edge.
I don't appreciate being wedged into a seat and having to face that kind of filth for an entire flight, let alone eat a snack off it. Qantas seems to have abandoned its commitment to providing a sanitary space for its passengers.
Qantas would not cancel 2pax for one leg of our booking to fly a week later due to a broken arm 2 days prior and needing surgery. Only offered $1000 to cancel all flights for 2pax that cost almost $6000 (4pax). But on return they cancelled our flights (4pax), couldn’t give extra leg room seats we paid for, only offered a refund and then if we… Read more
cancelled only offer $360pp.
Seems they can partially cancel a booking when suits them but only for absolute min. That you can’t fly home for without more $$$$!
Our flight to destination was fantastic and as booked but the lack of service has made us NEVER choose Quanta’s again! Qantas never notified us of our changes - Bangkok Airways had to!
May as well go with the cheapest carriers!!!!
Another claim for damaged baggage rejected. Unbelievable. We are grateful that the luggage made the tight connection from New Zealand but we are getting regular damage flying Qantas and not other airlines. Show details
I would like to thank the ladies on flight qf133 a very special flight as it was my first and my birthday the ladies made a fuss over me gifting me a key ring and a slice of cake and making sure I was comfortable and calm for the whole flight it’s a credit to qantas having this kind of staff on board it was truly amazing they all did a wonderfull job. Ty Show details
Sydney to Christchurch Overpriced and terrible service. Both flights delayed for over an hour. Ran out of food options on outward flight. Business is truly rubbish TIP : Fly Emirates for same price and massively better experience. Never again! Show details
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As a passenger I am always treated as if I am invisible by the airline employees of Qantas. I get on the aircraft and no acknowledgment. I get off the aircraft and no acknowledgement as the hostie always turns to another hostie to talk to them when I approach. I wear neat and good clothes. Qantas is Just a rude airline to do business or travel… Read more
with, in my opinion. This airline I have seen decline in quality customer service since mid eighties where you were respected as a paying passenger to what it is today - a total shame. I have seen some of the rudest interactions ever with passengers and Qantas employees especially in the last ten years - over such small and insignificant matters - way more than I thought I ever would. This review has been made by myself, a former Senior Commercial Pilot, now retired.
- +1
Qantas drop with the quality. Who ever thought that Hot dogs ar good option for meal on the plane? I had stomach problems after this. Show details
Simply one of the worst customer service experiences I've ever had. I spent 3 days calling to add my baby to my flight, almost 2 hours per call, and they resolved my problem? No! Show details
We recently took a regional Qantas flight from Port Hedland, WA to Perth. Despite the extreme heat at boarding (44 degrees), all of the flight attendants were incredibly kind, patient, and professional. One flight attendant in particular, Claire, truly stood out. She was exceptionally helpful, warm, and thoughtful. After I accidentally spilled… Read more
red wine on my fiancé, Claire promptly assisted us with wipes and soda water, making the situation far less stressful.
Throughout the flight, she went above and beyond, even surprising us with a handwritten card accompanied by chocolates and chips. The card was so personal and detailed, especially considering our brief interactions, and it really made our day.
It’s employees like Claire who create memorable experiences and keep customers coming back. Thank you, Claire, and thank you Qantas for such a wonderful flight experience.
Thanks Claire!
A beautiful experience after a long time in my long haul flight. The crew set tone by being hospitable and emphatic. Cheery and positive crew in economy - Silva, Donna, Melinda and Narelle were absolutely outstanding as they dished out our meal and made our journey memorable. As I stretched my leg they were very hospitable and spoke to me as I… Read more
stood forlorn. Being a cancer patient stretching is important and I for once didn’t feel like I was invading anyone’s space. They spoke to my family and were very hospitable ensuring everyone once was comfortable in the flight. There interaction with everyone was polite and enthusiastic. The plane itself was as every other economy plane so like a car and bus it was a fantastic ride.
Latest follow-ups
Don't use Qantas Airlines – I am just so sick of being treated like sh*t by Qantus Airlines. There's been an aggressive slide from the best to the worse airline in Australia in 10 short years. Bag checking kiosks, staff culture & attitude, frequent flyer program (reduction in… Read more
value of points & status credits), treatment of checked bags, the Qantus Club Lounges (nil guests allowed unless they are flying Qantus, nil value), pricing, the tactics & lies, feedback & complaints handling. Anything you can imagine in every area of the business. You have truly ruined your reputation. Let Qatar Airlines in already & get it over & done with!
Follow-up · Original review still stands 110%, I want an apology for the ghost flights & profiting from natural disasters. Eg Auckland state of emergency. We were treated like sh*t & qantas still owes me money. Now theyre becoming dangerous, with mounting mechanical problems & mid-flight turn arounds common. Never forget how theyve treated us. Thanks for the opportunity to update review.
$600 for a name change – We booked a trip for family members, however, when the time came, illness prevented them from taking the trip. We decided to take the trip to Darwin but were charged over $600 for a name change. We did not ask for another flight or another seat -… Read more
just a name change. Under duress, we paid as the rest of the trip was already booked. I expected a small charge for a minor administration procedure, but $600 plus was over the top. Qantas did not want to discuss the matter. NEVER AGAIN will we ever fly Qantas
Follow-up · As a follow up, the original fare was an economy flight and booked by my daughter, for my other daughter who was terminally ill. I would rather pay more to fly with another airline than to ever fly Qantas again. It only took a few minutes to change the names and they slugged us $600
Worst experience flying internationally ever. Flying Manila to Brisbane departing Manila 2.30 am. Once at cruising altitude expected decent meal… Read more
service but instead offered a sandwich and juice. As well over the intercom passengers were virtually intimidated into not requesting any alcohol service saying same was at the discretion of cabin crew. As a result I didn’t notice anyone asking for same. I’ve flown many carriers internationally before and never experienced such a disappointing experience. Complained to Qantas however their response what I expected. 1 star.
Follow-up · Boarding and seating was average for economy. The service borderline pathetic.
Follow-up · Flight was app. 7 hours what the sandwich consisted of is irrelevant as this whole experience was so disappointing I have no intention of flying with Qantas again.
Positive reviews
I flew Qantas flight Qf 1655. Broome to Perth. 28 August 2026. Economy. Plane left about 25 minutes late, got to Perth about 20 minutes late. Service was excellent. Staff were friendly, attentive and helpful. Show details
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Upon arriving in Sydney after 2 flights which originated in Chicago, I approached a security agent for directions. He did not hesitate, but took my suitcase and showed me where to check it. This agent set my suitcase on the conveyor belt. It was at that time that Agent Jasna Belovukovic began to check me in to my next flight. She then asked me if… Read more
I would like a window seat. I said i would. After Jasna saw that my final destination was Perth, she asked if I would like to fly straight there and not stop in Adelaide. I was so greatful that I began to cry! Before my trip, I was going over my itinerary with an agent in the United States and requested this same change. The agent told me it would cost an additional $900. At that point, i resolved to make the best of my itinerary. Therefore, I wish to thank the Security Agent and Agent Jasna. I reached my destination, Perth, at 3pm not after 9pm.I am very happy with Qantas Airlines and especially the Sidney Staff. Thank You, Rebecca Swerdon, 6881 Trailside Ave. Portage, Indiana 46368
We arrived home early morning very exhausted on a non Qantas flight The check in staff at Qantas Sydney and the supervisor present changed us to a much earlier flight home. They were so helpful and friendly which was greatly appreciated by us Show details
Negative reviews
disappointing experience and misleading information, I booked online with Luxury Escapes for my accommodation and flights, I specifically booked Qantas and when I got confirmation they put me on a Jetstar flight, which I did not want, I rang to change and let them know about the error and Luxury Escape wanted to charge me over $900 for their… Read more
misleading booking, the flight was not cheap and what we were given for a meal and drinks on Jetstar was pathetic. not going to trust Luxury escape and never book Qantas again. I hope people don't get caught into this misleading trap like we did, I feel cheated and coned.
My wife father is dying in Thailand and paid $3400 airfares to fly return and had to postpone return and they say they return credit 600 for wife and son which could not use so very happy if Qantas not last anymore as very bad airline no room in seat and no compassion and no body chat in Australia only in Phillipines and no body talk in Aussie so hope they go broke and be part of Phillipines airlines please Show details
Desperate to use the bathroom, i approached the one at the front of the plane as there were 3 other passengers waiting to use the ones at the back of the plane. I was told I couldn't go to the front one as that was for business class -8 people in total! How do they know i don't have a medical condition where I simply can't wait?! This was the… Read more
first Qantas flight I'd been back on in 3 decades. Now I remember one of the many reasons why I stopped flying with them.
Also pls end the Welcome to Country as we land. We learned in Darwin, the indigenous people actually don't like us city folks just randomly saying it, including at the footy. It has to relate to the particular place you are visiting with some background information about where you're visiting. So stop the virtue signalling QANTAS.
Recent reviews
During one of the most devastating moments of my family's life—when my father was diagnosed with a terminal Acute Myeloid Leukemia (AML) medical emergency—we were forced to cancel our travel plans entirely. While other companies hid behind fine print and refused to show basic human empathy(Luxury Escapes), Qantas completely restored my faith in… Read more
customer care. They processed a full refund for six flights totaling over $5,000 without hassle during a time of immense stress and grief.
Handling a sudden family crisis is agonizing, and having an airline treat us with compassion, understanding, and decency instead of treating us like a transaction meant the absolute world to our family. Thank you, Qantas, for showing true corporate integrity and treating your customers like human beings when they need it most. I will gladly fly with you again.
My overall experience with Qantas Pay is positive. The product was previously known as Qantas Travel Money and was managed through the Qantas Money app before being renamed Qantas Pay in May 2024. I find the current Qantas Pay app on iPhone easy to use. Being able to add money instantly through Apple Pay without a fee is particularly handy. I try… Read more
to use Qantas Pay for most of my purchases where it is accepted, as building my Qantas Points balance through everyday spending is one of the main reasons I use it.
In my experience, it works for the majority of purchases, both in store and online. Where an online site does not accept the card directly, I have often been able to use Apple Pay or PayPal with the Qantas Pay card instead. However, I have also encountered a number of online purchases where the prepaid Mastercard has been declined.
Recently, I specifically transferred funds into Qantas Pay to purchase flights. Earlier that day, I successfully purchased a Qantas flight through the Qantas app using my Qantas Pay card directly.
I then tried to book a flight through the Rex Airlines website, but the same card was declined despite sufficient funds being available. I tried both the card payment option and PayPal using the Qantas Pay card, but both were declined. PayPal displayed a message telling me to check with my card issuer before trying the card again.
The main frustration is that I had specifically moved the money into Qantas Pay for the flights. Cashing the funds back out to my normal bank account is not instant, with Qantas Pay advising that funds will generally be available within two business days. This means I now have to wait for the money to return before I can use those funds to book another way.
Overall, I still find Qantas Pay worthwhile and deliberately use it where I can to build my Qantas Points balance. The easy-to-use app and instant, fee-free Apple Pay top-ups are particularly handy. More consistent acceptance for online purchases, or faster cash-outs back to a bank account, would make it much more reliable.
When I called the Qantas call centre to request a refund of my Qantas Points (which had been mistakenly deducted by a Qantas call centre staff member in the first place), they mistakenly cancelled my flight instead. I NEVER requested my flight to be cancelled, and they never informed me that they had cancelled it. Absolutely unacceptable service. … Read more
On top of that, I can still see my flight details when I log into “My Bookings”, even though they told me that the flight is no longer active. It feels like a total scam.
I have called more than 10 times over the past month, and the situation seems to get worse every time I call. Yesterday, I was told that a supervisor would call me back within two hours, but I never received the call. I am still waiting for their call right now. Let’s see if they ever actually call me back.
This has been an incredibly frustrating and unacceptable experience.
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So they rip us off