Qantas Head Office - Mascot, New South Wales

Adrian G.

I recently completed a trip to the States flying Qantas. My wife unfortunately, had to withdraw from our trip at the last moment due to her father's health. The Qantas staff at the airport and the air hostesses could not have been kinder.

My father had just passed in America and I needed to see my siblings and attend 2 weddings for two of their children. Upon arriving I was able to use the Qantas rewards program to book a flight to Texas to attend one of the weddings. Qantas partner American Airlines was wonderful. Their service was fantastic and the planes were pristine.

I could not have had a better experience flying to America. All credit to you Qantas. I have made this trip over 2 dozen times in the past 35 years. Qantas, I will never fly with any other airline again. The actions of your staff at Sydney airport went above and beyond. Thank you from the bottom of my heart.

Doris J.

An overall very pleasant experience spoiled when I got bumped from a connecting flight. These things happen in aviation - I get that. But Qantas clearly run on tight connections, through choice. Some attempt at recognition for the massive inconvenience and 6 hours stranded and hungry after 26 hours in the air already would have gone a long way, believe me. I mean, a voucher for a cup of coffee would have put a smile on my face, something to eat would have got an extra two stars. More importantly, it's the very least a large business could have done. Unfortunately the 'lounge access' I was promised - which would have really helped - didn't materialise, leaving a bitter taste in the mouth. I would have really appreciated somewhere to freshen up under the circumstances, instead I just feel a bit bummed out. At least it gave me time to type this. I guess it's true, all airlines are the same when it comes down to it.

Steven G.

Noisy A330-200 on 7.5 hour flight. No built in in flight entertainment but instead iPads with headphones so poor that you'll turn on closed captions. At least the cabin crew were friendly (unlike the ground staff) and the free WiFi worked for half the flight. The saddest "meals" I've ever had on an aircraft. Cramped uncomfortable seats you'd expect on a 1 hour commuter flight, not a long haul. 2 toilets for 180 passengers on subsequent 3.5 hour flight.

There are much better alternatives for cattle class. Jetstar experience but Qantas pricing. Until their CEO focuses on passengers instead of profits, I won't be flying Qantas again.

Chris M.

QF 163 27 Jan 2025

Please describe our customer service?

Awful.

We were told initially that the flight would be delayed due to the late arrival of the aircraft from a previous flight.
We were then told that it would be further delayed due to engineering issues.
When we eventually started to board, boarding was stopped due to lightening.
When we were allowed to board we then were delayed by air traffic control (pilot information) and missed the Wellington airport curfew.
We then waited on the tarmac because no gate was available.
When it was available we were delayed leaving the plane because border force was not able to process us.
Pilot informed us to go to baggage claim 8 and then upstairs to Area D

When we left the plane, we waited at border force for a suitably qualified Qantas person to initiate re-entry into Australia (immigration officer information)
We then waited for our baggage which was slow in forthcoming (1 bag per minute)

We then joined the queue upstairs at the Qantas desks.
We waited in the queue at the Qantas desk from around 11 pm to 12 pm.
We then decided to book our own UBER to go to our friend’s accommodation in Sydney. We were one of the lucky ones who managed to find accommodation as we live in NZ.

During this horrendous period of time that started at around 6 pm when we were first notified of the issues, we received very little information from Qantas staff.

The pilot was the most useful as he gave us the information we needed to process back to Qantas in Area D.

Once at Area D (Qantas check in desk), we were given no information.

Your service was shocking.

I will never fly with you again.

I have also requested that the company I work for now black lists Qantas.

The lack of information given to us and the rest of those passengers impacted was so poor it beggars belief that you still have an airline that operates?

Cuiran Y.

I filed with Qantas from Mel to Auckland. Really bad experience with Qantas! Wouldn’t come back. 1. Small plane with basic equipment - the touch screen is hard to use and very limited options of movies. 2. I had my brand new suitcase Damaged from the flight - no customer service at all. I talked to the Qantas staff who told me that I had to walk out of AKL airport to Menzies Bag Service - closed, phone call didn’t get through. I met a few ppl who also tried to contact them but couldn’t they told me that they couldn’t contact the Menzies at all.

Judith W.

I used to love it. I was recently tricked into flying on a one world partner and I got no points . The fine lines are deceptive and not easily found on the website. Qantas needs to match prices and be more competitive. I used to fly so much that i was a platinum member. Not any more! There is definitely no such thing as a free lunch. You get what you pay for. I have another flight coming up. Who should I fly

Scott F.

Absolutely the worst customer’s experience. Flight delayed, even though it was a mechanical issue they pushed it back 2 hours in 15minute increments, and with no one working in the aircraft (we can see it), but they have been up and down to the tail. They refused to refund, as we wanted to get a flight on another airline, which is available. They punish you for their incompetence. The government should create rules to stop passenger abuse by the airline. No other region in the world treats passengers this badly. Qantas has deteriorated to such an extent, while having large profits and being unaccountable to passengers

jeremy K.

I am happy to be an Australian and would love to support my local airline. However their ground staff service have let me down in multiple occasions. It seems they do not appreciate the concept of customer care. Odd for an airline. I have organised a 2 month Indonesian visa beforehand and still they force me to buy a ticket out if the country. They are afraid of taking financial responsibility on themselves even though in over 700 flight I have never had any immigration officer ask for an inward flight. It’s overly protectionist by Qantas. When they do these things they lose customers . It’s a shame