Complain about a product or service

Qantas

lorraine of adelaide, Australia August 31, 2009

travelled to paris via sydeny, japan, london. on arrival our bags were missing. i have put a complaint form and have not received one word. that is the least [they] could do seeing our holiday was ruined. there has been no attempt to help in any way. Qantas is getting a really bad name for service and flights. it was horrible. long uncomfortable flights. we were jammed in like sardines.

Bonnie of Monmouth, OR December 12, 2008

I flew from San Francisco to Sidney to Cairns to Uluruh to Cains to Sidney to San Francisco in June/July, '08. I have only positive experiences to share as to the graciousness of Quantas staff at the airports, and on the planes. Lost luggage, not only returned, but delivered in Cairns, delayed flight upon return to San Francisco and a nearby hotel room quickly assigned for my 13 hour flight departure delay. THANK YOU QUANTAS!

The consequences included feeling more rested when I left for my trans Pacific flight from Sidney to San Francisco, getting to spend several hours exploring Sidney which I had wanted to do but been unable otherwise to fit into my full schedule, and absolute delight in the friendliness of customer service and each airline representative encountered.

Navdeep of Rockhampton Queensland, OTHER December 5, 2008

I booked my mothers ticket on 17 july for 8dec2008. they told to deposit 75 as they couldn't find a connecting flight with air india. ON 17 nov 2008 when contacted again they told that my mothers ticket expired and now you have to new ticket. i tol them if my mothers ticket expired in aug they should have not booked the ticket for dec and even the booking was in their system database till 21 nov 2008 and i called them again on 28 nov 2008. when asked again about confirming the ticket they deleted my mothers booking from their database and said there is no booking on this name

well it was there till 21 nov 2008 then how come it was no there on 28 nov. and they disconnected my phone too. my question is if they knew everything then why didn't they told me on the spot.

i really suffered economic loss as as on the last moment i have to buy my mother a new ticket which costed me 900 (aud). i was so much depressed as my mothers visa was expiring on 10 dec 2008 after which she could have been illegal. im a casual worker who just gets only 20 hrs/pw and it was really hard for me to arrange money at once. it was some custmor care person's mistake and i had to pay for her mistake.

Nathan of Thangool, OTHER September 3, 2008

i travelled from brisbane to ho chi minh yesterday, 28/08/08. there was a connecting flight to sydney operated by qantas. i went to check in at the qantas terminal and the lady told me that she could not send my bags to Ho Chi Minh because i don't have a return ticket. I told her that this was wrong, i have done it before, only 5 months ago. She told me that my bag will go as far as Sydney, and will not be transferred to the Jetstar flight. then i would have to take it up with Jetstar.i said ok, i will.

i was proceeding to the gate for my departure, when my name was called over the PA to contact Qantas services (or something like that- it is on the second floor after the screening process) They basically just told me the same thing - that i would have to collect my bag from Sydney and check in again at Jetstar. I knew that she was wrong with what she said, so i called the Vietnamese consulate in Sydney and they could not understand why she said that - they said if there are any problems they would talk to them.

i was on the phone to them and said to the Qantas staff that they would let them know that this is wrong. But the Qantas staff would not talk to them. I didn't realise that Qantas Check in staff were qualified in the field of Vietnamese immigration. Are Qantas check in staff members of the Vietnamese consulate? do they know something about Vietnamese immigration that the consulate does not know????? i don't think so.

i got to Sydney, the plane was 20 minutes late. this, along with the fact that i would have to check in again, meant that i had little time to work with. i waited and waited for my bag to come through, but it never did. i went to the Qantas baggage service desk and was trying to tell them my situation, but the VERY RUDE Man of African decent would not even let me explain why i was seeing them. he kept saying i have to go to Jetstar and threatened to call security on me. so with time running out i waited for the train to the international terminal which wasted another ten minutes. once i got there, i told Jetstar my situation and they told me that she shouldn't have done that. They did not have a problem at all with putting my luggage on the plane, they said your visa is fine, that is all we need.

She then contacted Qantas to see if my bag was there, and it wasn't. She said that if they don't have it then it will be on the plane to Ho Chi Minh. i just wanted to know my bag was safe, and i asked why they couldn't locate it by the bar code, she said that because it was a connecting flight, it did not get scanned, it automatically goes on the connecting flight. She assured me that everything would be okay, but i was stilled very worried the whole trip.

once i got to Vietnam, my fears were confirmed - my bag did not make it to Vietnam. so i was in Saigon with the clothes on my back and some money. I could not sleep that night as i was worried about my bag and its contents worth upwards of 1000. I spent a rediculous amount of money on phonecalls and taxis trying to sort this out. Not to mention the extra clothes, toiletries etc T The Jetsatr lady i called (shirley) said, don't worry, these things happen all the time with Qantas! That's nice to know from a company who prides itself on customer service i was supposed to travel to Nha Trang City the night as i was getting married there a week after this. This all nearly fell apart with the arguments the whole situation caused - everything i needed for the wedding was in that suitcase.

I eventually got a phone call from the Staff at Ho Chi Minh airport some 30 hours after i arrived to say that they had my bag. Qantas could not call me themselves, maybe they were too busy. I asked what happened and the gentleman just said, your bag was left in Sydney. This is all he could tell me. I am yet to receive an apology or explanation from Qantas, and don't expect one until i get back to Australia in two months time. They have no excuses for not calling me, i left my phone number with almost every Qantas department. I had to call almost every department because nobody knew anything about my bag or how to locate it.

NEARLY BROKE UP MY RELATIONSHIP, STRESS, COST OF HOTEL FOR TWO NIGHTS IN HO CHI MINH, COST OF BUYING CLOTHES and TOILETRIES, COST OF TAXI TO and FROM AIRPORT (three times), COST OF NUMEROUS PHONECALLS TO QANTAS IN AUSTRALIA and also FRIENDS IN AUSTRALIA (to get them to try to solve my problem from Australia)

Miklos of Sydney, OTHER August 18, 2008

I am a small boutique hotel manager and a guest had some lost luggage delivered by a very rude person. He literally dumped the large bags right at reception desk so that no guests could approach it, gave me the ticket to sign, which I courteously did, and then I said, Thank you they can go inside to the court yard which incidentally is all on the ground floor. He then instead of doing that said Mate my backs worse than yours, you can do it yourself I said No I'm sorry you need to deliver it properly and he said too bad you signed the ticket and he walked out.

Unimpressed customers and I was unable to move the bags quickly myself as I was busy. If a person is delivering something don't you think they should deliver it. Soon they will be dropping everything down the road and saying close enough mate. What a joke.

Ruth of Alexandria, OTHER July 20, 2008

I can't believe that Qantas are blaming rising fuel costs for their sacking of 2000 personel. They only have themselves to blame. Since the demise of Ansett Airlines (Aust) and other worldwide airlines, the standard of Qantas has totally deminished. Their lack of service, unpalatable food supply (and very little of it anyway, cancellations of numerous flights because of poorly serviced old airlines, etc. etc.

My flight to Perth (Western Australia) last year was cancelled whilst we were sitting on board. The Jumbo 747 was found to have an oil leak which after inspection was in the hydrolics. We were re-scheduled on another old jumbo 747 arriving from Perth due to land at 10.15pm.

When that plane landed at Sydney Airport, we were told that our second flight was also cancelled. I fould out from a passenger on that plane that it had fire on the under carrage on landing. Two major mechanical faults in the space of 4 hours!. As there is a curfew at 11pm, we had to go home and return in the morning.

My luggage was wet. Qantas could not even bother to cover the luggage on the tarmac from the heavy rain. When I complained to Qantas on the Monday morning, they couldn't have cared less. Only if I had been out of pocket for replacement of wet items would I have been compensated.

I travelled to Canada and Alaska May - June this year (2008) on Air Canada. Their service was good, food excellent and ALL flights left at the documented times and landed on time. Something Qantas haven't done now for years. Even Virgin Airlines to Perth have been on time for my last two flights. Hopefully the next Virgin flight in November will be the same. SHAME ON YOU QANTAS. IF YOU MAINTAINED YOUR PLANES, AND GAVE THE SERVICE CUSTOMERS DESERVE, YOU WOULD NOT BE IN THIS FINANCIAL SITUATION NOW. I Certainly have boycotted Qantas.

Ruth of Whanagparaoa, OTHER July 8, 2008

I booked a single ticket from the Qantas website for travel between LAX and Auckland on 8th June 08. This cost US1261, which was paid for immediately on my debit card. I wasn't too happy at the thought of travelling with Qantas, as I have had problems with them in the past, but price governs much of our activities nowadays. The following day, having found a considerably cheaper route, I decided to cancel the Qantas ticket. I had to contact their Australian office (there is no other option if you live in New Zealand). I was told the charge for cancelling would be US300 and would take 2 weeks to be credited to my account.

I waited for a month but no refund arrived. I tried to contact their Australian call centre again on several occasions, but the waiting was never less than 15 minutes. After a month, I managed to get through after being on hold for 25 minutes, where the totally rude operator hung up within 10 seconds. I rang again, waited another 30 minutes before being told that I would have to speak to their US office at a time when they were awake (due to time differences).

I duly rang again at 8am the following day, when I was eventually put through to the US office, only to be told that they were only beginning to process refunds from 5th MAY! Working on the Qantas timetable, that means I am unlikely to receive my refund (less their US300) for 3 MONTHS. I wish I'd had the option to wait for 3 months before paying them. Never again, Qantas.

Francesca of Lubbock, TX May 7, 2007

I have two complaints about Quantas. On my flight from Los Angeles to Auckland, I asked staff to help place my backpack on the overhead bins. I am 5'1 and the overhead bins are too high for me to reach. My backback also happened to be heavy, since it contained books and a laptop. Staff flat out refused to help. In years of flying, during which I have met my share of rude staff, this takes the cake.

My second complaint is more serious. I hold an US green card, a valid Italian passport, and a letter extending my green card until 2008 pending my renewal process. All this is certainly sufficient to allow me to enter the US-except that Quantas staff at Auckland airport decided that it is not. I had to wait for 40 minutes, during which (fortunately) someone at the US consulate persuaded them that my documents were sufficient for US custom.

Even so, staff rudely threatened me, claiming that in Los Angeles US Immigration would take care of me. Considering that I am an academic, travelling to present a paper at a conference, I am not used to be treated this way (not that it would be acceptable if I were a janitor rather than an academic, of course).

I wrote to Quantas, complaining about the rudeness and downright incompetence of its staff, and informing them that if I ever were to go back to New Zealand (an unlikely event, given the quantity of unfriendly people I met), I most certainly would not use their airline. Needless to say, Quantas did not consider my complaint worth addressing.

S of Davis, CA March 13, 2007

Qantas lost all of my luggage-2 big bags; it's been 3 months and they still have not returned it to me.  I was offered minimal compensation, but if I accept it, I will have to release them of all claims, which I am not prepared to do.

I've lost over 25,000 worth of personal property.

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