Qantas Airlines Customer Service Issues

I have been trying to make business class reservations with QANTAS to the U.S. for the past 3 days without success. Despite encountering various errors and being unable to complete the booking process online, I haven't received a clear answer from customer service representatives. I've experienced issues with the website displaying generic errors when trying to make payments. I would appreciate it if QANTAS could provide clear communication on whether they are able to accommodate my booking or not. Thank you. - Laurie Best

Hello, I recently used the Qantas website to change my return flight from Athens, Greece to Melbourne, Australia. My Gold FF number is [redacted]. I successfully made the desired changes. Now, my itinerary is from Athens to Dubai on QF8104 departing on Tue, 5 Jun [redacted] at 23:10 and arriving on Wed, 6 Jun [redacted] at 04:45. Then from Dubai to Melbourne on QF8406 departing on Wed, 6 Jun [redacted] at 10:15 and arriving on Thu, 7 Jun [redacted] at 05:35. Although I agreed to the additional payment and entered all my card details, I encountered an error message stating that the request could not be processed. After waiting for 30 minutes and logging back into my profile, it appears that the changes have been made. I kindly request confirmation by email to ensure that everything is correct, as I have ferry trips and other travel arrangements that need to be coordinated once I have assurance there are no errors or problems.

I booked a package deal and wanted to use my frequent flyer points to upgrade. I paid $[redacted] and spoke with a representative who gave me a new ticket number. Later, I was told that I would receive an email 48 hours before my flight for the upgrade, but I never got one. When I arrived at the gate in Dallas, I was informed that I had been refused the upgrade because my ticket reference had not been updated in the system. Despite there being vacant seats, I was unable to bid as the system showed me as ineligible due to the issue with my ticket reference. The supervisor at the gate mentioned that I didn't lose my points but the lack of email communication left me unaware of my upgrade status. I have been a member for over 20 years and had been saving my points for this trip. I am disappointed and feel cheated as I paid extra for nothing. I would like a refund of the $[redacted] I paid for the upgrade. My membership number is [redacted]. - Helen S.

Hello, I recently flew from Dubai to Sydney on an Emirates flight and observed some concerning issues regarding cabin safety procedures. For the entire flight, a passenger near me had a large bag left on the floor and disregarded instructions regarding the tray-table and electronic devices during take-off. The pre-take-off safety checks were not thoroughly conducted, and the cabin announcements were barely audible. I plan to submit a complaint to Emirates regarding these observations. I am considering sharing this feedback with QANTAS due to their partnership with Emirates. Thank you. Regards, J. Clements

Hello, my name is Haylee McGregor, and my partner is Robert Waru. I am reaching out concerning a flight booking with Qantas through One Travel. The itinerary includes multiple flights from Auckland, New Zealand to Sydney, Australia, then Sydney to Melbourne, and finally back to Auckland. Unfortunately, I have received information indicating that this booking might be a scam. My booking number is [redacted]7. I have an email confirming the booking with Qantas. If possible, could you check this number to verify if the booking is legitimate? I can provide a screenshot or forward the email for your reference. Your prompt assistance in clarifying this matter would be greatly appreciated as I am starting to feel concerned about the validity of the ticket I purchased. Thank you for your help. Best regards, Haylee

I tried to purchase a ticket for my son online, but encountered an issue with my credit card information. Despite retrying multiple times, the problem persisted, leading me to contact a customer service representative named Tracy in Cape Town to assist with the booking. Only after the failed attempts did I realize that MasterCard had registered a charge for each one (totaling 11 charges). MasterCard advised that only Qantas could address the matter. Following discussions with representatives, including Amanda, I was informed that the charges were pending and would be reversed within 7-10 days. I have also reached out to their customer support through an email sent to a mindpearl.com address, attaching evidence of the duplicate charges. I am currently unable to utilize my credit card due to the nearly $24,[redacted] pending charges for the ticket. My primary request is to have this issue promptly resolved.

Hello, I am looking to book flights from Boston, MA, USA to Auckland, NZ on Qantas at the end of July, returning in mid-August. The flight itinerary includes Boston to Dallas Fort Worth on Flight [redacted] departing at 8:10 am and arriving at 11:22 am; Dallas Fort Worth to Sydney on Flight 8 departing at 9:50 pm with a 10-hour 28-minute layover, arriving at 6:05 am; and then Sydney to Auckland on Flight [redacted] departing at 7:10 am with a 1-hour 5-minute layover, arriving at 12:15 pm. I would like to know if the short layover in Sydney between Sydney and Auckland is feasible. Could you please clarify the process of transferring from arriving in Sydney to reaching the Auckland departure gate? I assume we do not need to go through customs, pick up our luggage, and recheck it in Sydney, but simply transfer to another international gate. Please confirm these details before we finalize our ticket bookings. Thank you. PS: Please reply to both email addresses provided: [redacted] and [redacted]

Our flight QF8 was cancelled on July 15, [redacted]. It was initially scheduled for 9:50 pm, delayed multiple times, and eventually cancelled, leading to a late hotel arrival. The next day, after facing another cancellation, we were directed to arrange our own alternative flights to reach Australia. The lack of communication and assistance from Qantas staff has left us feeling disappointed and frustrated. Tonight, we are waiting for the same flight once more, hoping for a different outcome. The whole experience has been extremely disheartening and has marred the end of our vacation. We strongly believe that Qantas has failed in its duty towards its customers, and more should have been done to address the situation. - B. and R. Christian

Dear Madam or Sir, I recently received an email from you notifying me that our Qantas Points will be canceled. Currently, my husband and I are in the USA, and we need the flight tickets from our last trip from Perth to Adelaide in the spring earlier this year. Is it possible to extend the deadline to October 15, [redacted], when we will be back in Europe? I am uncertain about the verification process as I cannot recall the details I might have provided when we first joined the Qantas Program, such as my mother's maiden name or birthday. Unfortunately, I do not have any documentation with me in the USA or even in Frankfurt to assist with this. How can I proceed to access my account in this situation? We would like to continue as customers with Qantas. Thank you for your assistance. Warm regards, Maria Kramer Qantas Nr. [redacted] Uwe Kramer Qantas Nr [redacted]

I urgently needed to change my flight to Broome to be with my grandson who is very sick due to a rare genetic mutation. I managed to catch an earlier flight but now need to change my upcoming flight back to Melbourne. My frequent flyer number is [redacted]. I have two return flights booked on flight [redacted], scheduled for Sunday 7th and Sunday 14th, but I am unsure which one I will need to modify based on my grandson's condition. I will update you once I have more information. Thank you. - David S.

I am looking to book two business reward flights from London Heathrow (LHR) to Melbourne for the last week of October [redacted]. As Qantas Club members since [redacted], we rely on reward flights and have flown Qantas Business annually since [redacted]. We are aiming to secure return flights for October [redacted] and struggle with the unpredictability of reward ticket availability. Could you please inform me what time of day Qantas typically releases reward flight tickets? Sitting at the computer all day to secure these tickets is challenging, so any advice on timing is greatly appreciated. Thank you.

My daughter shared with me an interesting travel offer she found online regarding a Premium Companion Sale for two travelers in Premium Economy class. My wife and I visit our daughter in Sydney annually from Portland, OR. I decided to compare ticket prices for our upcoming trip in April/May. When I searched for flights on the Qantas website from PDX to SYD, the price for a round trip for two was $[redacted] in USD. However, when I checked Air NZ for the same route, the total came to $[redacted]. I am now wondering if the Qantas fare mentioned in the sale is for two people, which would significantly reduce the total cost. Or should I opt to fly via Auckland on Air NZ instead? Your assistance on this matter is greatly appreciated. Thank you. Bob H.

Hello, I have a booking for a flight from Brisbane to Perth on Monday. I am experiencing extreme financial hardship due to personal circumstances. After the passing of my little brother, I relocated to Brisbane to support my mother, but things have not gone as planned, making the last four months very difficult for me. I am returning to Perth now and have managed to gather the flight funds. Most of my belongings are being sent via air freight. I have health issues, having suffered a heart attack in March and dealing with lymphedema. I cannot afford extra comforts for the flight, but I humbly request a special exception for an additional checked bag weighing around 15kg. This bag, along with my 23kg bag and carry-on, would greatly help me transition back to Perth where I plan to be with my church. My name is Rochelle Mealey, and my flight is scheduled for Monday departing at 15:15 from Brisbane and arriving at 18:30 in Perth.

I recently traveled to New Zealand with Jetstar but have not received my frequent flyer points for the trip yet. I need to find out my points balance promptly as I am planning another trip and wish to use them. Jetstar informed me that my frequent flyer number was not included in the original booking, even though I remember inputting it when selecting a seat online. The Jetstar booking reference is YKCLUQ. My Qantas frequent flyer number is [redacted], and my name is Geoffrey F. Holmes with the birthdate 7/5/64. Please contact me at [redacted] once this matter is resolved and the points are credited. Thank you in advance.

We plan to be in Learmonth, WA in March [redacted], returning to Perth on QF [redacted] on 27th March [redacted]. From Perth, we will fly back home to Sydney later that day. The Sydney flight, QF642, is scheduled to depart Perth at 9:20 am on the 27th, before our Learmonth flight lands in Perth. I reached out to the chat support and spoke with MJ, who advised me to contact them when I receive the confirmation email to adjust my Perth to Sydney flight under the Same Day No Mistake policy. The confirmation email just came in, but I am unsure how to access the Qantas Live Chat to make the required changes. I need assistance with altering our flight to solve this issue.

I traveled from Perth to Sydney on Dec, on QF. When leaving, I placed my jewellery in my hand luggage for security. I had chunky silver bangles, large silver rings, and pairs of earrings inside. The only time my hand luggage was unattended was at security. Upon reaching Sydney, I couldn't find my jewellery. I visited Qantas lost property with no luck. It's frustrating, and I seek assistance. - Anne P.

I have booked multiple flights via Quantas departing from Dublin, Ireland on February 5th to Singapore, New Zealand, and Australia. The initial flight by British Airways departs Dublin at 5:40 pm and arrives at London Heathrow at 7:05 pm. The connecting flight to Singapore from Heathrow is scheduled for 8:45 pm, contrary to my itinerary displaying 8:55 pm. Despite noticing this time change through "Manage my Booking," I have not received official communication from Quantas regarding the schedule alteration. The reduced layover time between terminals is concerning as it falls below the advised minimum. Upon contacting Quantas by phone to inquire about switching to an earlier flight from Dublin, they requested a payment of [redacted] Euros per person without acknowledging the time change oversight. I believe there should be a nominal or no fee for rebooking, especially considering the alternative British Airways flight at 3:30 pm. The substantial charges for a basic modification seem unreasonable given the circumstances, and I seek assistance and advice on this matter. Regards, L. Monahan

Hello Qantas Airlines, I have made two reservations, each booking with 4 passengers. My Booking References are: (A) UOSSNA - (Jan 27) (QF769) (MEL - PER) (B) UR9SFC - (Jan 31) (QF564) (PER - SYD) I have the following questions: (1) I would like to obtain individual E-Tickets documents for my two bookings. Each passenger should have their own E-Ticket. We will board the plane individually. However, I have only received a combined E-Ticket Itinerary document for all four passengers. Please assist me in obtaining separate E-Tickets. Thank you. For my flights, I chose Qantas Airlines over Virgin Australia and other Airlines for better Customer Support. Unfortunately, my experience with Qantas Customer Support was disappointing. I called at 10:50pm (California Time) on January 9, [redacted], and was on hold until 11:35pm. The representative was unable to send me the E-Tickets and was unhelpful. Compared to Air New Zealand and Virgin Australia, Qantas' Customer Support fell short of expectations. Thank you, Gary N.

Hello, my name is Patricia Howland and I am employed by Alaska Airlines. My daughter, Olivia Marie Howland, purchased a full fare ticket for travel on 3/27/19. Her original flight, QF 12 to SYD and then QF [redacted] to WLG, was canceled, and she was rebooked on flight QF 94 to Melbourne with a connection to flight NZ [redacted] to WLG. I am reaching out to inquire about the whereabouts of her luggage for her upcoming speaking engagement in WLG. Additionally, she is currently on a lengthy flight with a middle seat and faces a 10-hour layover in Melbourne. Can accommodations be made for her to freshen up in a hotel or access one of your First Class lounges at the airport for rest? Furthermore, I kindly request assistance to ensure that she does not have a middle seat on her return flights. As her mother and an employee of Alaska Airlines, I would greatly appreciate your attention to these matters. Thank you for your prompt response. Warm regards, Patricia Howland

Last Thursday, on April 4, my husband and I had a booking for a Qantas flight from Hobart, Tasmania to Sydney as part of our trip back to the United States. The flight got canceled, and we were rerouted to Melbourne for an overnight stay. Unfortunately, the flight change caused us to lose the extra legroom seats we had booked for the initial flight. I am reaching out to request a refund for the cost of the extra legroom seats we purchased for the Melbourne to Los Angeles leg of our journey. Additionally, due to the flight cancellation, we incurred additional expenses. We had to adjust our Delta Airlines flight from Los Angeles to Cincinnati, resulting in extra fees totaling $[redacted].20 USD. We are seeking reimbursement for this amount as well. Qantas provided overnight accommodation at the Quality Hotel in Tullamarine with a $50 dinner voucher. However, the hotel's distant location from Melbourne city center forced us to spend $40 each way on Uber to explore the city. These unforeseen expenses were a direct result of the canceled Qantas flight, and we are hopeful for a prompt response from Qantas regarding our refund requests. Thank you for your attention to this matter.