Qantas Head Office

The first time I flew with QANTAS was amazing. The staff were filled with joy and compassion. The food was amazing, and the seats very comfortable. I would definitely fly with them again! 😁

Very disappointed with Qantas’ handling of my lost item case (#17402938). My father lost a bracelet of deep sentimental value on Flight QF500 (Sydney to Brisbane, 10 Oct, Seat 29A). We reported it within 1.5 hours, provided all details and even photo proof explaining that Bracelet was drop on 29A seat, yet received no response or follow-up despite multiple calls and messages. It’s heartbreaking to see such poor communication and lack of empathy from a major airline. This experience has left our family deeply upset and let down by Qantas’ customer service

We have to fly Qantas out of sydney for a number of reasons but it’s the most awful airline. I flew first class to Johannesburg recently and the Neil Perry selected menu items were inedible. They have been a serving the same green dry salad leaves for 10 years or more which comes with your choice of dressing which doesn’t help. I didn’t take pictures as my phone was away for the flight but on my return I will. They give you a tiny caviar tart and a spoonful of another canapé to have with your drink once taken off. I had two starters to eat as nothing on the mains appealed to me. Tuna tartare was drowned in a pink chillie sauce that tasted like it came out of a bottle. The pea soup with swimmer crabs and courgette flower was absolutely tasteless! It was literally a couple of serving spoons of soups on a semi flat plate. Ok so I thought they can’t mess up dessert. My wrong. I ordered an amaretto dessert that looked like it had been scraped off the floor and had some berry jam dolloped all over it I can’t run this experience down enough. I will update this review with photos on my return. My TV screen had to keep being restarted but the beds are comfortable. For the price of a first class ticket they should be ashamed of themselves. The flight staff are usually really nice. This particular flight they were super nice but there were only 3 people in first class which tells a story in itself. Having recently travelled emirates which is off the charts amazing - I have seriously considered flying via Dubai to Cape Town rather then Qantas direct the Johannesburg. We fly a lot and this airline is dire. You get a cheap pair of pajamas and a crappie amenities bag. Again which hasn’t been updated from the shocking burgundy fabric with cheap contents. It’s THE only airline that checks your carry on luggage before you board from Johannesburg- it’s just too awful. My husband is a platinum one member. I am gold. The check in staff are nice as are the customer service staff that meet you with a porter but nah! It’s not good enough. Not sure who will read this or what can be done about but readers you have been warned.

Absolutely terrible service from Qantas. I contacted them because I made a clear and obvious mistake booking — same route, same flight, same day, only the wrong month selected. It’s a very common error that most airlines fix in minutes. But Qantas staff refused to help, pushed me around, transferred me endlessly, and wasted my time without solving anything. Even after explaining repeatedly that this was a simple mistake, they still refused to correct it. No willingness to assist, no customer care, nothing. I ended up having to cancel my flight for the holidays, all because Qantas wouldn’t make a basic goodwill correction that every other airline does. Shameful customer service. Zero empathy, zero solutions, and absolutely unacceptable for an airline of this size. This experience has completely destroyed any trust I had in Qantas. I will avoid flying with them again.

We recently flew with Qantas to New Zealand. While the flight itself was smooth and we landed safely, my luggage never made it onto the plane. I was left without clothes or personal items for an entire day, which was extremely inconvenient. The staff told me I could buy basic necessities and claim them back later, but that doesn’t make up for the stress and disruption this caused. What’s most disappointing is that this has never happened to me with any other airline. It’s hard to understand how passengers can arrive safely, yet their bags don’t make it on the same flight. This isn’t a minor issue as travellers rely on their belongings, especially when arriving in another country. The same thing happened again when I landed back in Sydney, which was even more frustrating. The only positive was that Qantas eventually delivered the luggage to my home. I really think Qantas should be upfront with customers when booking if baggage delays or missed transfers are becoming common, passengers deserve to be warned. That would at least help people prepare and reduce the stress of finding out at the airport that their bags didn’t arrive. Overall, while the staff were polite and the flight comfortable, the repeated baggage problems made the whole experience disappointing. I hope Qantas seriously improves its baggage handling and communication with passengers.

Today I am flying with qantas from Cairns to Melbourne and have just had another horrible experience with your check in staff. The lady serving us was very rude and condescending. For context, every time we have travelled our baggage allowance has been combined. We are allowed to have 2 suitcases weighing up to 23kgs each. We had 1 suitcase weighing 27kgs. Any reasonable person would let that through but this lady made us remove 4kgs from our bag. What does that achieve? Having 1 suitcase at 27kgs is easier for qantas than having 2 suitcases at 14kgs each. But instead of recognising the convenience for both parties she was determined to make things difficult for us. So now here we are carrying 4kgs of clothes that is going on the aircraft anyway. Make it make sense! Also, we received an sms prior to our flight advising passengers that there is limited overhead space in the cabin, so now we are contributing to this issue. When we boarded people were struggling to fit their bags.

An ongoing IT failure caused me to miss out on the February sales, and despite three separate phone calls (each well over an hour long, with the majority of that time spent on hold) plus a formal written complaint, the issue still has not been resolved. The technical problem remains active, and I am still unable to use my points when I choose to. The complete lack of urgency, accountability, and follow-through is unacceptable. Customers should not have to repeatedly chase a company for a solution to a problem on their end. Extremely poor customer service and a very frustrating experience overall.

I travelled for three weeks, 11 flights, with my brand new first trip with my Osprey Transporter 90L wheeled Duffel. I travelled across three countries in Africa, only to have my bag damaged when I arrived in Sydney. These bags are for explorers, they carry a 30 year almighty guarantee, so they are very robust. Guess which airline baggage handlers broke the bag, yup, Qantas! How do you damage a bag like this? There's a reason for a 30 year warranty. So I submitted a claim, with evidence, only to have them say that they don't warrant normal wear and tear. No accountability, no responsibility, no care for the customer after I entrusted them with my bag. The wear and tear was normal and acceptable all through Africa, hardly a scratch, but Qantas, they mishandled my bag, they must have done something extreme to cause this damage. On top of that, I had a bag of coffee in the bag, it exploded and coffee was everywhere. It takes a massive hit to explode a coffee bag packed in a bag. I would give Qantas a minus review if possible, their lack of accountability is astounding, brushing off the customer, hiding behind a seemingly defensible fine print, designed to be self-serving. I will endeavour to travel with a different airline, will be very vocal about my distasteful experience, and awaiting their response, so far it's just crickets... A terrible job looking after my baggage, even more disgusting service, need I say more?