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:03/08/2024

  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 went on to Qantas' ***-based website to redeem approximately ***** Qantas points I earned.I purchased an AirBnB giftcard from ******* website.Qantas delivered me a giftcard that can only be used in *********** and ********* - but I live in ******* and bought the giftcard on *** website.Qantas said that I should just give the giftcard away to an ********** or ************* and forget about it - that they can't do anything for **** would a $25 giftcard that works in ******* or would like my miles reinstated.

• Initial Complaint

  Date:02/21/2024

  Type:Order 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 8 February I flew from *** to ******** on 6QZVUA (confirmation code). I had no issues with my carryons (one bag and one small personal item) or checked bag.On 15 February I continued on the next leg of my trip (same confirmation code) from ******** to ******. When I arrived at the airport, I checked my usual bag and was informed by the baggage handling clerk that my carryon bag was too heavy to go with me. She said I would have to pay to check my carryon bag. I travel with medical equipment and was allowed this bag on my initial flight from *** to ******** on 8 February. I was told that I would have to pay $327 NZD to check my medical equipment because my carryon bag was too heavy (15kg). I never check my medical equipment and have been advised by my physician to always have my medical equipment in my carryon. I have never been told it is too heavy to accompany me and easily fits in the overhead. I have traveled to countless countries and in a variety of aircraft. My personal item was too small to fit my medical equipment, so I was forced to trust the carrier to deliver it safely.In order to make the flight, I had to pay the $327 & check the carryon. Much to my shock, countless people on my flight nearby (in economy class) had larger, heavier bags than the bag I was forced to check & pay $327 for. It is unbelievable that that these individuals were allowed to fly with their larger, heavier bags as carryons while I was forced to check my bag & pay $327. I was stressed the entire flight that my medical equipment would be lost in transit, as I was forced to check my carryon despite it being smaller than the carryon dimensions. I find it disappointing & ableist that medical equipment is not covered to carryon - I even showed my doctors note - and even worse that others had multiple heavier and larger carryons that were allowed onboard.I hope that you choose to make this right by refunding my $327 charge and training your employees regarding medical equipment.

• Initial Complaint

  Date:01/23/2024

  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 am a member of the QANTAS frequent flyer (QFF) program and have been for many years. I am a Gold member with ****** points. Membership No, **********. I always fly QANTAS *** to *********. The principal reason I am a member of this program is because one can accumulate points from choosing to fly with QANTAS and these can be used for to apply for travel-class upgrades. If I was not allowed to apply for upgrades from booked flights then I probably would not have chosen to join QFF. In other words, the long-time expectation is that I will have access to upgrades. Over 20 or more years I have never been denied the opportunity to apply for an upgrade for a particular flight. Not always awarded but never denied. However I recently reserved a flight - reservation 6UWFYU - for flights that include *********** to ******** ********* return. However my request for an upgrade application has been denied. Same for my wife.I called QANTAS about this. The agent stated that this particular ticket that QANTAS denotes as ``sale'' may not be eligible for an upgrade application. Yet over many, many years both my wife and I have applied for upgrades for ``sale'' fares. Apparently in order to be ``eligible'' requires a fare 2.5 times more expensive.This practice is extremely deceptive and I strenuously object. I have been loyal to QANTAS over decades and built up points. Yet suddenly QANTAS appear to have changed a practice (allow upgrade requests for ``sale'' flights) that essentially denies me my only intended usage of these points. This amounts to a deceptive bait and switch. I repeat that I have never encountered this denial.In summary QANTAS has created an expectation of service that has attracted by business nad then retracted same.

• Initial Complaint

  Date:10/05/2023

  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.

  Booking reference 56ZZQB - I cancelled the *** > *** flight on Jan 14 as it wouldn't make the connection from *** to ****** (the departure time for the flight to ****** was moved to earlier by Qantas after I booked). I rebooked and paid for an earlier flight from *** to SYD on a new booking number and am owed $287.50 from the *** > SYD cancellation on the original booking. I was told 2-3 days for a refund but it has now been 2 weeks. Aside from this, Qantas lied about earlier *** > SYD flights being full and I was the one who ended rebooking the flight myself online while I was on the phone to customer service who were trying to tell me the flights were full. If they had just done their job and moved me to an earlier flight, I would not have had to rebook and I would not be chasing a refund.

• Initial Complaint

  Date:09/19/2023

  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 flight (flight code: QF94) from *** (***********, ***) to *** (*********, *********) for *** 14,2023, departing ** at 10:20PM (PST). I ended up not travelling and Qantas cancelled that flight anyway. They are only offering flight credits instead of issuing a refund forcing me to rebook in less than year and charging me a USD500 fine at the time of rebooking.I called their 24x7 US helpline **************** several times, but no resolution was achieved.Qantas has done this to several other people: ***********************************************************************************************************************************************************************************************************************************************************************. I am attaching the flight cancellation email screenshot and travel credit email screenshot.

• Initial Complaint

  Date:09/13/2023

  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 July 21, 2023 I spent on $1,240.98 on PNR 6BYICQ for passengers ************************* and ********************* traveling January 2 from *** to *** and cancelled shortly after, within the DoT's 24-hour reservation requirement. After receiving only a partial refund of $91.68 on July 24, I reached out to Qantas via X / ******* on multiple occasions and managed to obtain an additional refund of $1,057.22 on August 14, 2023, leaving a balance of $183.76. I've since been stonewalled by their customer service team and unable to retrieve that balance.

• Initial Complaint

  Date:08/04/2023

  Type:Billing 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.

  Hello,I would like to lodge a formal complaint to QANTAS in reference to our reservation, #5EIA83.Wednesday, June 28th we bought tickets for our family (2 adults, 2 children) for a roundtrip from ************* to ********. This was done over the phone as the reservation had some details we needed to address (mainly, getting a bassinet seat for our 6 month old). Flights were confirmed and payment was taken over the phone via my husband's credit card. The total was $4275.40. My husband was notified by his bank that a charge had been made to his account.Sunday, July 30th we received an email (5 AM *** time) that there was trouble with the payment and to contact QANTAS. We did not see this email as it was the weekend.Wednesday, August 1st we reached out to QANTAS, who informed us that they did not have payment and they had released the tickets. Other than an email that said "We are having difficulty with your payment", we had no follow up by email OR phone that the tickets would be released. My husband contacted his bank, who informed him via letter that the necessary funds were in his account and they had approved the charge, but the charge was never posted, meaning it was an error on the seller's end.We then began a number of calls to QANTAS to resolve this issue:Wednesday, August 2 12:41 PM *** time Wednesday, August 2 3:07 PM *** time Thursday, August 3 7:03 AM *** time Friday, August 4 8:16 AM *** time Friday, August 4 8:39 AM *** Time Friday, August 4 9:04 AM *** time Friday, August 4 2:36 PM *** Time Friday, August 4 2:51 PM *** time Each time being told that they would contact a supervisor to help us and call us back, and never doing so. Some tried to sell us tickets for the same flight at $8000.What this looks like to us is that our flights have been canceled at the lower price so that QANTAS can resell tickets to us at a higher price.All we ask is that we have our original tickets at the price we initially paid for them.

• Initial Complaint

  Date:07/12/2023

  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 purchased 2 flights and paid $ 280 for extra leg room seats. Qantas cancelled and rescheduled our flights but there were no extra leg room seats available. I requested a refund and have a letter from Qantas stating that a refund would be issued within 2 weeks. I have never received the refund and have contacted the company many times requesting the refund without success.

• Initial Complaint

  Date:06/07/2023

  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 bought a ticket through Chase Travel on 11/22/2022 for 01/04/2023, then because of winter storms, I couldn't get on the flight. I call chase travel, they say the flight cannot be changed, but if I upgrade it for $900, I can change it since it's that it's a non refundable ticket. I say no at first, then look up flights and agree, but Qantas refuses (I'm told this by ***** Travel Agent).The Agent then says I have travel protection so I could miss the flight and they walk me through this. But I have to cancel the ticket to do so. But they can't cancel my ticket, and no show is $500. I have to call the airline.Qantas says they can't cancel or manage a ticket that is purchased through a travel agent (Chase Travel). Lots of back and forth. I'm stuck.Due to storm the flight is missed and the ticket is now unused and I'm stuck. So I call chase back. They say the only thing they can do is help me book a new flight for $1800. I should try Qantas and see if they'll help me rebook since I couldn't make the flight. Qantas says I can book a new flight for $1400.So I bought another flight. They're the soonest available flight going to *********.Five months of calling. Where Chase and Qantas refuse to be on a three-way call with me due to privacy protections. I need to be refunded for my unused flight. Now ***** travel says the ticket has been canceled due to weather and I've been given credit. Qantas says that that isn't possible because they don't issue credit for flights bought through a ************** They can see that someone tried to give me credit, but it's not approved and it won't be. Travel Protection says since I've been issued credit through the airline, I cannot be compensated. ***** Travel says that I have to use their services to book another Qantas flight, whereas they told me originally they couldn't cancel and book for me.

• Initial Complaint

  Date:05/19/2023

  Type:Customer Service 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.

  This is about baggage delay compensation for my round trip to ********* from ***************** last year (Nov 04 - Nov 22, 2022)Customer Reference Number: ******** and ******** Booking Reference: 5HQH4M I had delayed baggage issues and had several conversations with Qantas customer service regarding that. I was asked to file a customer service request with the expenses incurred related to baggage delay. They did not provide me with an amount limit policy after I asked them repeatedly about that.I ended up spending ********** $418 and later received an email from the customer service ******** informing me that since I already received my baggage the maximum amount they can refund is AUD180 plus ****** Qantas points.Even though I pushed back initially to this lower refund offer, I decided to take that amount and submitted the required form for the refund and included my bank details. However, they never responded back after that.I tried contacting the customer service without much success. I then filed another customer service request (reference ********* on March 20th, 2023. I referred to the previous customer service reference number ******** to help resolve the issue with my refund. However, I have still not received a reply for it till today (May 19, 2023)