I have chosen to cancel my Qantas membership and will not fly this airline for as long as I live! Qantas do not understand the concept of customer service or how to show flexibility to their loyal customers.

I purchased a return ticket to Canada from Australia. My return date was booked in advanced and I was advised I would be able to adjust for a fee if necessary. When I requested to change my booking date Qantas refused and despite escalating the issue I was offered no resolution. Even an email sent to the CEO resulted in Qantas brushing me off.

Qantas cheated me out of my return leg approximately $1000. I now have to buy a new fare to return home. I won't be flying this airline again!

my wife and I received a $1200eu voucher for volentering to be delayed by 24hrs due to the A380 being grounded in Dec 2010 we had to get our own hotel sorted for the night, this made our stopover in singapore 3 days instead of 4 (we didnt actually receive the voucher until we left singapore. When we returned to the UK in Jan 2011 we were told we could send the voucher to the qantas branch in London who would pass it on to Sydney branch who would then return a cheque to us via the london office (we live 400 miles from london so popping into qantas London is not an option) This was in Feb 2011 and I was told 2-3 weeks before i received the cheque. I called qantas 3 weeks later and was told yes London had received my voucher and passed it on to Sydney and to wait 2-3 weeks... I called again last week (14/05/2011) and was told to E-mail customer services but it would take them 90 days to return the e-mail ? i spoke to 3 different people that day who passed me on from Sydney to New Zealand/put me on hold for 20mins/and finally said i'd better E-mail customer services. 1 of them also said that the office in London didnt exist ?

I recently flew with my wife, two infants and a child from Perth to Sydney for a holiday and back (reference 3OP8OD). Being our first flight with 3 very young children, in order to help make the trip as pleasant as possible, I took the effort to ensure that we requested 2 bassinets and called to enquire about what to do if we do not get appropriate seating. I was told that we have been given priority and if we do not get appropriate seating, it will be resolved when we check in. Fortunately, the flight from Perth to Sydney happened as we were advised and I am very happy with the seating we had. In fact, during the check in procedure, I learnt from the very helpful staff on duty that, if there was any issue with the seating, they are able to call on other passengers to reallocate seat to help the situation. Unfortunately, this pleasant impression of Qantas’ service has been marred by our flight back to Perth. Only when we were checking in, did we find out that there wasn’t any bassinet available and to make matters worse, our 3 seats was not at the bulkhead, where we could at least have more room for the infants, but at the back in cramped conditions. The check in staff was reluctant to help even when we asked if she could do anything since we learnt that they are able to reallocate seats if necessary. To make matters worse, she took us for fools by suggesting that it is our own fault. I.E. when we asked how there could not be bassinets, she said that we should have known because we book the flight ourselves. But when I said that we were not advised of the situation when we made the request for bassinets, she simply replied that they would have known which plane would be used for the flight. Clearly, her two excuses are contradictory as she was not in any way interested to assist us. This was further exacerbated when I requested for a fragile tag to be put on our pram (which we were checking in as oversized baggage) because a part of it was broken on the flight from Perth to Sydney. She was reluctant and simply said that they know what it is and the fragile tag is not necessary. But I when I asked that why then was it damaged on the flight to Sydney, she simply said that it because is not a normal luggage. Her answers confound me. It seems to infer that any issue that arises is the customer’s problem. In the end all 5 of us had to contend with the cramped seating at the back which caused undue stress to my 3 children resulting in much crying (the flight from Perth to Sydney had hardly any) Needless to say, the stress was further compounded by the reaction of other passengers around us. All these could have been much alleviated if the check in staff had been willing to assist us on the seating issue instead of treating us like fools.

Well, my story is about QF 975 Townsville to Brisbane Yesterday 15th February 2010. Just imagine...we've just boarded the flight, taken our seats, buckled in and the doors are closed and the pilot comes on the loud speaker and says something to the effect "Welcome onboard flight 975 to Brisbane, just to let you all know that one engine is not working. Therefore, we are going to start one engine here at the gate and you will all feel some shuddering, then we will push back and jump start the second engine as we have no power to it as it is broken. Other than that it will be a normal flight to Brisbane."
Well helloooooo!!! This is not normal...The plane is in desparate need of repairs and they have boarded approximately 100 passengers and jump started the plane to get it in the air.
Passengers stare at each other in disbelief!! I am sure that many of them are thinking what I am...Do I get off! Will we make it to Brisbane? What else is not working?
Perhaps it was safe practice...certainly not normal practice...but I would like to believe that any plane I was getting in and putting my life into someone elses hands was 100% safe and opperational.
Poor form Qantas, how to instill confidence in an airline!!!

I am a regular flier, - 4-5 times a year globally and numerous national flights - mostly on non-QANTAS flights, which seems to work very well, with the odd hiccup taken care of in stress-free manners.

Approximately once every few years I decide to use QANTAS. THE RESULT IS ALWAYS THE SAME – one big head ache / one big mistake.

This (guaranteed last) time, as a handicapped person (I have a broken leg) I will have to ‘hop’ around Germany to find a train station (not airport) which QANTAS has been include in my itinerary – but cannot tell me where I should go to catch the train (i.e. where it leaves from), and they have not even booked a seat on the train. So the chances are extremely good that I will have to stand with a broken leg on a 4hr train ride because Deutsche Bahn lets nearly double as many passengers on their trains as there are available seats.

And to hammer the point home, QANTAS are too incompetent to book the luggage through to the final destination, instead the handicapped should drag it around Europe instead. Incidentally, one QANTAS supervisors seemed to find the whole suggestion extremely humorous.

And possibly the best illustration of QANTAS is when you consider how a handicapped person is treated to their interpretation of “the spirit of Australia” (nice spirit, why not kick me as well while I am down).

FURTHERMORE QANTAS DOES NOT EXPLAIN AS YOU BOOK YOUR TICKET – YOU MIGHT HAVE TO STAND UP DURING PART OF THE TRAVEL AND YOU MUST DRAG YOUR BAGGAGE AROUND BY YOURSELF. THIS IS A NEARLY $3000 FLIGHT.

Finally, discussing it with highly untrained, unprofessional, loud-mouth staff who know it all, and do not even have the courtesy to hold their tongue long enough for the customer to have a say – really captures the SPIRIT of AUSTRALIA – WELL DONE QANTAS.