We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Airlines

Qantas Airways Limited

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

Customer Complaints Summary

  • 33 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/12/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    Good morning; I have been having a problem rebooking my Wedding / Honeymoon trip. Our trip was canceled last year due to COVID, and we ended up with a Qantas travel credit ******************* for use in the future. I have since rebooked our Wedding trip *******************, but unfortunately, I was unable to find a way to use the travel credit for our trip. I would like to see if it would be possible to get a credit card refund for our travel credit ******************* or have it applied to either trip ******************* and a refund generated. Thanks for your help, ****************

  • Initial Complaint

    Date:09/06/2022

    Type:Product Issues
    Status:
    Unanswered
    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 originally bought a set of flights from the Qantas website in January 2020 for an itinerary in November 2020. However, due to COVID closures, Qantas canceled my flight itinerary in October 2020. I chose to receive a credit with them for about $1300 since I knew I would reschedule the flights as soon as the restrictions were lifted. A later email stated that my credit would be available through December 2022. The moment came in March 2022 when I was ready to use my credit to book a trip in October 2022. However, I was not able to access my credit online. Multiple sessions of waiting 2+ hours on hold for customer service (there is no other way to contact them) yielded various responses that did not resolve the problem. At one point I tried to book my trip with an agent on the phone (apparently the only way to use my money), but I aborted that when the agent insisted the trip would cost about $1000 more than the ticket I had simultaneously set up on the Qantas website. I then requested a refund but was told that could not be processed and my only option was to convert my credit to a Qantas Pass then ask for a refund from that in a about a week. The email notification of receipt of the Pass contradicted that by saying that if I changed my mind I could get a refund by contacting them within 24 hours. I immediately waited 2+ hours on hold to request a refund from a supervisor and eventually was told that request was made. I also booked my trip separately through Expedia. That was in March 2022 and as of September 2022 I still have not even received an email communication about a refund much less the money. More multiple hours on hold sporadically have not resulted in any progress. I now consider this money fraudulently stolen.

  • Initial Complaint

    Date:07/18/2022

    Type:Product Issues
    Status:
    Unanswered
    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 wife and I paid 2x $35 for two international seats so as to guarantee my seating arrangement, only to have Qantas change my seating assignment to a worse option without notifying me until boarding. The gate staff advised me to call customer service for a refund. I called their customer service line twice and after much protracted waiting, discovered that they cannot do anything either and that I should submit an online form. I then submitted the online form requesting the refund on their website, and this was ignored for a month. I can only conclude that they intend to keep the $70 that should be refunded as they don't seem to care to address the issue. The policy on the receipt clearly states that they should refund it when a paid seating arrangement is changed by them.

Qantas Airways Limited is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.