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:05/15/2023

  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 flew from ******, ********* to ********, ****** on March 27 2023. I fly frequently in between ***************** and ********* but this was my first time using Qantas. I had 3 hours to get through customs, pick up my bags, recheck them, get through security and make it to my next flight once arriving in ******. The morning of my flight, the flight was delayed by an hour. When I got to the airport, we didnt end up boarding until the new takeoff time we were notified about that morning. This would mean Id have an hour to make it through the airport. I travel alone and have multiple medical issues (hormone disorder, panic disorder) that I carry medication with me for. I always advise flight attendants immediately when I get on that I carry it since I travel alone incase anything happens. I advise the attendant when I get on in a polite manner and am met with a rude response "what do you want us to do? We cant refrigerate that for you." My medication doesnt require refrigeration, I never once asked for that. I was confused by the hostility as I was just informing incase I passed out or had a medical emergency mid flight. I told them I didnt need refrigeration and was just warning as per precaution and he continued to say "well what do you want ** to do" to which I replied "Just making the situation aware" to which he said he'd alert flight attendants and theyd check on me throughout the flight. That never happened. I later found out he was a Qantas customer service rep when the woman in front of me asked to speak to somebody due to another rude flight attendant and thats what he told her he was. During the flight, I had hot coffee spilled on me as the attendant serving it kept dropping the coffee pot from high up. I didnt say anything as I didnt want to make a scene but had ***** on my leg after the flight. There were NO snacks or food for sale on the 11 hour flight. I didnt bring snacks as there are some always for sale on long flight. (Ran out of characters.)

  Customer Answer

  Date: 05/15/2023

  I preferably would like some sort of compensation for atleast the ticket price, especially after being BURNED and treated horribly.

• Initial Complaint

  Date:03/21/2023

  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# 4LIUKZ. I have paid seats for this flights from ******** *********** to ******** ********* flight QF126 for $20 NZD and from ******** ********* to *********** *** ********** flight QF15 for $60 NZD. Unfortunately, I have to change my flight same airline but different date. I called their customer service and told them since I have changed my flight I want a refund for the seats Ive paid. I paid the airline service fee plus the price difference for the new flight and they told me that I cannot get a refund for the seats I have previously paid! Thats not right that I have to pay for seats that I will not be using.

• Initial Complaint

  Date:02/02/2023

  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.

  On January 30th my partner ***** and I were on a Quantas flight from ************, ** to ******. This flight was the first of many for us as we were trading back to the states from ***********.We booked with Quantas expecting a good flight and travel experience.It has been the worst of our lives.Our flight out was initially delayed three hours, then four, then five. SIX hours later, after sitting on a boarded plane for hours, we departed. Due to the six hour delay, we subsequently missed all of our connecting flights home. I missed a family funeral and a day I will never get back. My partner missed an entire day of work. The Quantas agents were wholly unsympathetic and did nothing to help our situation. After sitting in lines for hours in ****** upon arrival, we were told to wait out a NINE hour layover in ******. We were given $15 in meal vouchers to fix the situation. What a joke.During the nine hours we both spoke with Quantas front desk agents to ensure our bags would not be lost in this delay. We were guaranteed our bags would go with us on our next flight to ***.We also were assured that upon arrival in *** the agents there would know who we are and would have a hotel and meal vouchers waiting for us for our night layed over in **.Upon arrival in ***, our bags were gone. These bags are not normal bags, they contain both of our lives, (I was living in ** for months and had everything with me), thousands of dollars of gear, hiking boots, irreplaceable hunting trophies, and souvenirs.No one in *** helped us. We again waited hours at the desk, no hotel booked, no meal vouchers. In the dozens of hours we've spent calling Quantas and filing claims at every airport, nothing has been fixed.Our bags our still gone. Nearly a week later, and we have no information. Three reports have been filed, and over fifty phone calls made. Yet no one, will take even a second away from their day to physically look for them.Out of room to further describe

• Initial Complaint

  Date:01/16/2023

  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.

  In January of 2020, I purchased tickets to fly to ********* to be the Guest of Honor at a convention in **********, due to the pandemic I was given a voucher in March.My Voucher was set to expire before the time I was going to go to *********, so I called and an agent set me up with flights. However, the convention I am going to hadn't announced their dates yet, other than May. In order to keep the booking and voucher, we booked for May 1st to May 28th just to cover bases, and they said I could call and change my itinerary once the dates for the convention were announced.Since, I have called and talked to support three times, once in September, once in October and once in December. Each time I was assured that my flights would get changed, or be able to be changed to May 9th and May 18th, however, time goes by and nothing is changed or reflected digitally. I have been told several times I will receive an e-mail confirming and nothing comes through.Now, I have tried calling support everyday since the start of the new year, and have never gotten a response from the phone line. It is either busy or my call cannot be completed.I would like my flights changed to reflect my new itinerary, or a refund so I can re-book for the proper dates. The money originally came from the convention myself, and I would like to do them right by being able to attend the conference. Thank you.

• Initial Complaint

  Date:01/04/2023

  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.

  Needed to book a round trip to ********* to see my mother before she passed away. On Friday December 2nd of 2022 I called Quantas and booked what was supposed to be a round trip ticket only to have the person book me a one-way ticket that cost me ********. Booking Reference: 54VGJV. Called back and cancelled the ticket and was told that the funds could take ***** business days to hit my account. The money has yet to be refunded after several attempts to call and talk to someone. They Kept apologizing and telling me "Yeah we see what the problem is, and we will have a manager to call and talk to you. Never happened. They keep telling me different things such as they will have to send an email to my bank to make sure that the funds can be released to my account. This is a big lie. Contacted my bank and they stated that no that is not how that works. I have called several different numbers that was given to me by Quantas. The only difference now is that they hang up on me. I can never speak to a manager, and they will never tell me what the problem that they are seeing is. I'm at a loss as to what to do. I want my money refunded to me like they said they would. I'm very worried because of all the complaints they have against them.

• Initial Complaint

  Date:12/10/2022

  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.

  I was traveling with my partner to ********* on a flight departing in March 2020.
  We were about to board the flight in *********** and the Prime Minister of ********* closed the borders due to the pandemic. We pulled our bags off the plane and went home. We were told that all we had to do was use the flight booking reference ****** and our tickets could be rebooked. Unfortunately my partner died in November of 2021 and we were unable to ever make this trip. Then the airline stopped flying for 2 years due to COVID. I was able to use half of the credit towards another flight in March of 2022 but I was told that my partners portion of the flight could not be refunded without a death certificate and I was directed to send all the death information to an Qantas email called get refunds. I sent the requisite information twice and heard nothing. I called the *********** Corporate office in Feb 2022 and they promised to look into it. I have been corresponding with them since Feb 2022 and they have not resolved the issue.
  They say "they cannot find the booking" and they will keep looking.
  I have spent countless hours on this ( one time on hold for 12 hours- not kidding) and have gotten no results. It is very traumatic to keep producing a death certificate and to relive the trauma associated with this.
  Please help me get this matter resolved. I am happy to be credited with the amount towards another ticket ( even tho the prices have gone up drastically)
  Thank you.
  Happy to provide copies of the countless emails as well.
  This is all patently unfair.
  **************
  

  Business Response

  Date: 01/11/2023

  Consumer Response /* (-5, 12, 2023/01/09) */
  I finally got an email. They know I exist. I responded with all the information requested and once again heard nothing. Issue is still not resolved. I can send the emails tonight if you wish.
  **************
  
  Sent from my ******

• Initial Complaint

  Date:11/11/2022

  Type:Delivery 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.

  Hi, we are visiting********** for two weeks from ****** and travelled on qantas airlines and our baggage got delayed. They gave us 24 hours of time and told us that your baggage will be delivered at your place but it has been more than 36 hours with no update. When I try to call them, they said the baggage department doesn't work on Saturday and Sunday and call us on Monday. It will be more than 4 days by then. I spent around 10k US dollars for ********* trip and it's getting in vain. Please help us to get rid of this terrible situation created by Qantas Airlines. Here are the details.
  
  File Reference Number -***********
  Passengers Name - ***************************************
  Booking reference Number -*******
  
  Thanks,
  ***********
  

• Initial Complaint

  Date:09/27/2022

  Type:Delivery 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.

  Qantas have a $50 promotion code as a thank you for the challenges during Covid. You have to redeem it via their App which I did. The code came up but I didn't not screenshot it in time and the code has now disappeared with nowhere to find it in the Qantas app. Their system says an email will come through with the code within 7 days. I am needing to book a flight but can't use the redemption code because no email has come through so I don't know the code details. It is impossible to get through to anyone at Qantas for Help - I have tried many times and often after waiting for up to 4 hours (yes, I am not exaggerating), the phone hangs up. Their customer service is quite good if you can get onto someone, but it's just not possible to get someone. I would like to know why it should take 7 days for the code to come through on email and the issue of the code only displaying briefly on the QF app is a terrible customer experience. How can I get my code? Thank you.
  

• Initial Complaint

  Date:09/18/2022

  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.

  I'm unable to redeem my Qantas flight credits of $1872.09 USD
  
  The credits are from an International flight ********* that was meant to go ahead in March 2020.
  
  Qantas supplied a credit note, but when I try to redeem the points on the website, an error comes up. When I call them, they say to email. When I email, they don't respond.
  
  I've now been trying to use the credits to book a replacement flight since May 20th of this year.
  

• Initial Complaint

  Date:09/18/2022

  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.

  In late April I moved to Australia. We had booked our international flight with Qantas and had pre-paid 360USD for 3 pieces of luggage. However, our flight was cancelled a few days in advance and no information was given about the pre-paid luggage. We were rescheduled on an American Airlines flight, but due to our complex travel plans could only enquire about what to do after we arrived in LA (we flew ORD -> SEA -> LAX -> SYD). American Airlines told us we would have to pay upfront for all of our luggage, as the pre-paid baggage money was not transferred to them. After being unable to speak to anyone on the phone for a couple months after our flights, I finally was able to speak to someone about refunding this baggage allowance fee. They said because it had been more than 3 months, the transaction was archived and they would start a ticket for us. That was on July 20th, I have an email from Qantas Customer Care which I responded to with additional details. Haven't heard anything since.
  

  Business Response

  Date: 10/19/2022

  Consumer Response /* (-5, 5, 2022/09/29) */
  ***Document Attached***
  They responded today, essentially saying "we are sorry the flight changes caused an inconvenience to you" without addressing that they owe me money.