Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/12/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/1/25 we had 2 tickets from ********-*********-***. We checked 2 bags without issue and entered the airport two hours prior to departure. Just as our plane was about to finish boarding, we were pulled from line and told we had a "bag issue." They stated we owed them $402.70 USD due to having bags (even though we had 1 bag per person with weight limit of 30kg). We told them this does not make sense given our ticket included the above listed baggage. They looked again and said it was because our bag was overweight. We questioned them again as our bags were 28kg, both within the weight limit. They looked AGAIN and stated it was because ****** had a lower baggage limit. We stated this still did not check out as legally you are grandfathered in under the initial flight in a contiguous flight journey. They threatened to not allow us to board the flight unless we paid the fee so we complied and decided to take it up with Qantas during our Melbourne layover. The ************** agents agreed that this did not make sense and suggested we call ****** to have the charge refunded since it was "done on their behalf." United was called and stated that they did not have the ability to do this because Qantas was the company that filed the charge. United corroborated that we should not have been charged given the **************************** law ******. After calling Qantas back about the issue they said we needed to contact United, however Qantas issued the charge and United continued to state they were unable to help. I have now reached out to Qantas multiple times, agents from Qantas have told me a variety of inconsistent reasons for the charge. The baggage price is consistent with United's bag fee, not an oversize fee, and at the **************** the helpers had to look up United's bag fees on their website in order to charge us. Qantas was called again (3hr hold) and stated they would look into it and get back. It has been over a month and no response.

• Initial Complaint

  Date:04/25/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a rewards flight form ********* to ***** and cancelled the trip. But Qantas refused to return tax fees.

• Initial Complaint

  Date:12/08/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My flight with quantas was from ********* **** to ********, ********* on June *******. The airline lost my luggage from June 24,2023-July 1, 2023. I didnt make it on the plane from ****** to ********* on June 21 because the airline gave me a short layover after requesting a longer one so I missed the plane and they lost my luggage on June ******* as well. The airline promised me over the phone $100 everyday that my luggage was lost and it was lost 7 days. June 24-July 1. I paid $2,000 for the flight and $500 on purchases. I deserve compensation. I was in a queue throughout July and no one was able to return my calls or emails for compensation. I moved to a new state in August and started a job as a teacher so I no longer had time to keep contacting them everyday. I was told to report this to the Better Business Bureau to hopefully receive some sort of compensation. Please let me know if this is possible.

• Initial Complaint

  Date:11/08/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've made the payment to flight tickets I booked but the tickets are not issued for more than a week. ***** just went email to me asking for payment and I've made the payments. Points are deducted and ****** has processed the transaction. Booking reference: 593E3A

• Initial Complaint

  Date:08/22/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I hope this message finds you well. I am writing to bring to your attention an issue Im experiencing with my flight reservation involving Qantas and American Airlines.I have a flight booked with Qantas using my points with American Airlines to fly from *** to ******** on December 23rd. Unfortunately, my flight has been changed, which now leaves no time for my connecting flights to *********I have reached out to both Qantas and American Airlines for assistance, but I have not received the help I need. Each airline directed me to the other, creating a frustrating back-and-forth with no resolution. However, during my recent call with American Airlines, I was informed that Qantas can resolve this issue if they contact American Airlines directly. The number I obtained from American Airlines for this purpose is ************.I am requesting that Qantas change my flights to resolve the connection issue. For reference, my Qantas booking number is 5GIXOU, and my American Airlines booking number is KMLTOE. I appreciate all the help! Thank you for your attention to this matter. I look forward to your prompt assistance in resolving this issue.Sincerely, [Your Name] [Your Contact Information] [Your Address, if necessary]

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booking number 24EYBC. In October of 2023, we purchased tickets from Qantas airlines from ********** to ********* including 11 flights within ********* for $11,500 USD. Unfortunately, I became ill during our trip and had to cancel two of the 11 flights. Somehow, we lost our seats on our flight home. We had been issued premium economy seats 22J and 22 K, now we are told that we have two premium economy seats, but they are unable to issue us any seats and our seats may not be together. We would like 2 seats in the 2-seat row on either side, with 2 seats together. We leave from ********* to ****** on Aug 27th, then onto **********.

• Initial Complaint

  Date:07/04/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I flew on Qantas Airlines from ****** to ****** and back on May 27 and June 17 2024. It is a family of four and we flew on Business class going in and premium economy on way back to ******. Upon landing, I had a damaged luggage and Qantas agent promptly issued an incident report and gave a case number. They directed me to contact ****************************. I have done the same.Claim number is ********. ***************** has not acknowledged the receipt, there is no means to contact them on phone as I tried multiple times. I have since contacted Qantas to explain the situation 4 times and I am getting a run around stating that Qantas has Hallmark claims to be the claims processor.The experience certainly produced disappointing. For a carrier that had a family of four fly business and premium economy and paying close to ***** dollars for the flights, this is apalling customer service. I would like to get reimbursement/ replacement for my damaged luggage

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased several ticket on Qantas airlines, worth approximately $8,000. Shortly after, Qantas closed my frequent flyer account leaving my unable to manage my booking or use frequent flyer points I had. I spent dozens on hours on the phone and in emails dealing with the problem. I sent them personal financial information to identify myself. Finally, they reopened the account. Nor I ma getting ready to fly and need to manage my booking and they have closed my account again. Again with notice or explanation. I am currently on my second call on this repeated error and have been on hold for 40 minutes. I need to be able to access my account and these very expensive tickets. Please help. I can send the various customer service numbers I have received. Here are a few. SR11688035 , SR10964560, SR10952097, SR10952086, SR10913242, SR10892847, etc.

• Initial Complaint

  Date:03/27/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issue: Transferred points from my Capitalone Venture X card to their points partner Qantas. Qantas has not kept up their part of the agreement + promotion and instead of the points true worth of 1c each, generated an arbitrary figure and have invariably stolen the value of $902.82 USD in points.148,300 points transferred via Capitalone Venture X account on Sat 16th Mar 2024 at the value of 1:1 / worth 1c USD each. Total value $1,483.00 USD ******* points used (have 2 points left in my account)Total value $1482.98 USD Instead of $ ******** USD Qantas cashed my points in as $580.18 USD basically defrauding my account of $902.82 USD.Contacted Capitalone about this on Sun 17th Mar 2024, they were not aware Qantas were doing this as it's not the agreement they have and promote. Said they will be communicating this internally.Contacted Qantas US on Sun 17th Mar 2024 and was told to contact ********* even though my flights were all booked on their US website and not once were paid in AUD or booked in AUD. They could not adequately explain it.Contacted Qantas AU on Mon 18th Mar 2024 and they passed me through to 4 different departments before taking my number and saying they would call me within the hour. But have never called.Their website does not let you file complaints and only provides a contact number with the actual complaint fields greyed out - the number is the same number that has been called. My QF member number: ********** Flight booking ref: 6OA2EC Total flight cost $3,348.80 USD Total amount paid $2,768.62 USD Points applied ******* - valued at $******** USD but falsely claimed to be valued at $580.18 USD

• Initial Complaint

  Date:03/27/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ongoing issue between March 7, 2024 and now. I have spent a total of 8-10 hours on the phone between waiting on hold, speaking with representatives and being transferred to "supervisors. On March 7th/8th, I called to hold reward seats for a flight from *** to HND with return. The representative successfully held the seats. I transferred a sufficient number of points (at a reasonable rate) to cover this and called back March 9th to finalize the booking. The representative vermiana COMPLETELY CANCELLED my reservation. I lost the points booking and after several hours on the phone, she said it couldn't be resolved. She then transferred me to her supervisor, *****. ***** said she would rebook me for ***** points round trip for myself and my 2 children. My husband booked separately for his business trip. I asked her if this points estimation is accurate and proceeded to take my credit card number and charge it for 2000+ dollars in taxes. I received NO confirmation email for several days and proceeded to wait for ***** (I called a dozen times) and she refused to come to the phone and had her employees tell me that the points were now ***** PER TICKET round trip. After she initially agreed to the points she quoted, she completely cancelled my ticket also and did not issue! After calling back so many times, I ultimately waited 2 hours until ***** agreed to come on the phone and she then spent hours on the phone with me and stated that even though they cannot honor the ***** points for 3 tickets roundtrip, she would credit my capitol one back with the points I transferred to Qantas. Another promise unfulfilled. Qantas kept my points.A few days later, Qantas sent me a courtesy ***** points as an I'm sorry and then deducted ALL my ******* points from my account for new tickets!!!!225000 points + 2000$+ = 6,257!!!!!This is RIDICULOUS because the cash value for a roundtrip to japan for 3 people is 4300$I am beyond appalled at the call centers in **** and ****** and cannot speak to them anymore. It seems there is NO recourse for this level of financial loss due to misinformation and mistakes by your staff.