Qantas Airlines Customer Service Issues

Hello, I have reservations with American Airlines for a trip on February 11, [redacted], flying from PHL to SYD. The American Airlines reference number is FRPWJQ and the Qantas reference number is J8AL98. On February 18, [redacted], I will be flying Qantas flight AA [redacted] from SYD to MEL, and on February 23, [redacted], I will be on flight AA [redacted] from MEL to SYD. I initially selected seats 18C & 18D on both flights on April 12, [redacted], but upon checking today, no seats are assigned. When attempting to reassign seats, although it appears successful, upon checking, the seats are still not assigned. Despite updating my contact details successfully, I am facing challenges with selecting our seats. Any assistance with selecting our seats would be greatly appreciated. Regards, PI

I am Adam Barkla, a Platinum member with the ID [redacted], returning from Europe to Australia. Originally, our flights were scheduled from Venice to Melbourne via Dubai on an Emirates flight. The details are as follows: Venice to Dubai Flight # QF8136 was booked for Vicki Lee Barkla (my wife) and myself, Adam Gregor Barkla. We made changes to our flights to depart from Istanbul on the 3rd of May and arrive in Melbourne on the 4th of May due to recent travel warnings. Emirates informed us that our original booking is still valid with seat allocations of 45H and 45J for Venice to Dubai, and seats 78H and 78J for Dubai to Melbourne. We are seeking assistance to revert to our original flights from Venice on the 29th with the assigned seats, if possible. Your help in facilitating this change sooner would be greatly appreciated.

I am planning a trip from Heathrow to Cairns in business class. I noticed that Cathay Pacific is discontinuing direct flights to Cairns. I am considering Qantas, which offers business class to Sydney and then economy to Cairns. I would like to know if my luggage allowance will transfer from business to economy class, as I will be buying a through ticket. I am concerned about potential surcharges for excess weight. Can anyone provide information on this scenario? Thank you.

Hello Team, I am following up regarding Booking confirmation numbers TEZ4QW for Chiranthan Narayanappa and V26ZRY for Nagashree Chidambara. Our honeymoon trip to New Zealand via Hong Kong and Sydney had a change of plans due to transit visa issues for Sydney. We flew from Hong Kong to Auckland instead of Sydney. The Qantas staff kindly canceled the flights from Hong Kong to Sydney and Sydney to Queenstown with the promise of a refund. However, we are unsure about the refund status and have been unsuccessful in reaching you via phone. Additionally, we are considering canceling the return flights from Queenstown to Sydney and Sydney to Hong Kong as we plan to fly only from Hong Kong to Bengaluru. Could you please provide us with the refund details at your earliest convenience, as our return flight is scheduled for the 10th of May? Thank you.

I have booked a trip to Christchurch in Nov/Dec [redacted] for myself, my husband, child, and mother. Unfortunately, I recently found out I'm pregnant and will be in my 36th week during the trip, making it too risky to travel. I need to cancel the booking and request a full refund considering it's more than 6 months away. Your understanding and prompt assistance are appreciated. Booking #: V2DGLS Departure: - SIN-MEL: 23 Nov [redacted], 19:40 - MEL-CHC: 24 Nov [redacted], 07:30 Return: - CHC-MEL: 5 Dec [redacted], 13:45 - MEL-SIN: 5 Dec [redacted], 17:15 Traveling Party: 1) S. K. Tan 2) K. F. Chin 3) H. J. K. Chin 4) S. C. Lim

I mistakenly booked my return flight from Mackay instead of Airlie. Upon realizing the distance between the airports, I am eager to change my flight to optimize my limited time for my Whitsundays visit. I land in Cairns on October 20, [redacted], at 1:40pm and need to swiftly reach Prosperine Airport in Airlie on the same day, instead of Mackay. My return flight to Cairns on October 22, [redacted], is essential as I have plans to spend time with friends before my next journey to Auckland on October 23, [redacted]. Can you assist in modifying my return flight from CNS to PPP on October 20th post 1:40 pm and return on October 22nd in time for dinner, avoiding the Mackay leg of the journey? Thank you, Marie Bisson.

Hello, I recently purchased round-trip tickets from Perth to Exmouth for my son, Tashi, and me, with a departure on 10/6 and a return on 15/6. The booking reference number is [redacted]. I also bought additional 23kg baggage for both flights, with receipt numbers [redacted] and [redacted]. Unfortunately, we had to cancel these flights. After using the Manage My Booking feature on the Qantas website, I anticipated a refund to my account, but received a voucher instead, valid for one year. Since I don't plan to fly within the next year, I am seeking a refund of the ticket costs. I tried calling Qantas, but faced a 2.5-hour wait time. Your help in resolving this issue would be appreciated. Thank you, Henricus Visschedijk

Subject: Qantas Flight Reschedule Issue - Need Reimbursement for Additional Booking I am Gay Mack, a Qantas Frequent Flyer member with the number [redacted]. My husband, Mr. Donald Mack, had a booking with Booking Reference JJEIHJ for a flight from Tamworth to Cairns which was cancelled and rescheduled by Qantas on Monday 15/7. The rescheduled flight time was not convenient for us, leading to the need for an earlier flight. Despite my efforts to contact Qantas by phone at 12:27am on 15/7, with a promised callback in 1.5 hours, I received no response until 5:23am, which was too late for our travel plans. I had to make a new booking online for $[redacted].99 to secure a suitable flight. Living over 2 hours away from the airport and currently facing challenges due to the severe drought, the timing of Qantas' responses impacted our travel arrangements significantly. I request reimbursement for the additional booking cost, as this was necessitated by Qantas' rescheduling. I look forward to your prompt assistance and understanding. Warm regards, Gay Mack

We've been attempting to book a oneworld Round the World Classic Reward flight for over 4 weeks, encountering challenges with the Qantas online system. Despite multiple attempts to call and being put on hold, we faced long wait times. Opting for the call back feature, we were advised it could take up to 3 hours, but we waited 9 to 10 hours multiple times. The information provided was often incorrect, causing us to miss out on flights we had found but couldn't secure. When expressing our concerns about losing availability if we didn't book immediately, we were simply advised to check back daily. Unfortunately, this ongoing situation has left us feeling extremely frustrated.

I will be taking a cruise from Australia to New Zealand in December. I am flying from the USA and I rely on a CPAP machine for my medical needs. I intend to carry it on the plane without using it during the flight. Do I require any specific authorization simply to have it in my possession? It is crucial for my cruise, and I want to ensure it is not misplaced. Thanks! - L. Forstner

I am having difficulty booking an Airpoints flight through Qantas with Jetstar from Rarotonga to Wellington. On the Qantas website, Rarotonga is listed as a destination but not as a departing point. Additionally, the Jetstar website does not offer the Qantas Pay Plus option. How can I go about booking a round-trip flight from Rarotonga to Auckland or Wellington using Qantas Airpoints for payment? I am not located in the USA, so I am unsure how to utilize the Get Human phone robot to connect me to Qantas.

Dear Qantas, I had a conversation a few weeks back with one of your team members regarding booking a bassinet seat. They advised me to contact my travel agent, Travelup, to make the reservation. However, I have been informed by Travelup that this must be done by you directly. Therefore, I would like to book two adult seats and one seat with a bassinet. I kindly request that both adults are seated together with the bassinet. Booking reference: JPTNJU Could you please arrange seats with a bassinet for the following flights: - BA7408 Hong Kong to Brisbane Qantas - BA7409 Brisbane to Hong Kong Qantas Thank you and kind regards, Paul Fitzpatrick

I would like to request a partial refund for a baggage fee paid at the gate. I've contacted customer service four times and spent nearly 5 hours on hold preparing for my multi-country trip. Despite my efforts to clarify paying for my baggage in advance, the agents did not fully explain or assist me with the fees. Repeated questions about allowances for weight and bags were not adequately addressed. I was disappointed with the gate agents' negative and condescending attitudes, which were in stark contrast to the in-flight staff's professionalism. Their rudeness and lack of customer care left me astonished.

Following our recent flight from Wellington, New Zealand (NZ) to Cape Town, SA with Qantas Airways on Sunday, September 22, [redacted], I want to share some concerns. A maintenance issue in Sydney caused a delay that made us miss our connecting SAA flight [redacted] to Cape Town. Passengers on QF 63 were supposed to be rebooked on British Airways, but when we reached the desk, we discovered our names were missing. The confusion led to stress and anxiety as we struggled to find assistance at OR Tambo airport, eventually reaching Cape Town later than planned with added transportation expenses. This experience left us feeling unsettled, especially considering that had there been an emergency, our whereabouts would not have been known to Qantas Sydney. It is my hope that measures are taken to prevent such incidents from affecting passengers in the future.

My travel companion has recently been diagnosed with cancer and is undergoing radiation and chemotherapy treatments. We have submitted medical reports multiple times and followed up but faced challenges with communication. We were informed we have to wait four weeks for a decision regarding our e-ticket [redacted]. We called immediately after the diagnosis. I believe a more appropriate response would be to express empathy, refund the ticket, acknowledge the difficulties faced, and assure privacy measures for the medical records.

My travel companion was diagnosed with cancer and is undergoing treatment. We have provided medical reports multiple times with follow-ups and calls. Yet, we were advised four weeks before the decision on our e-ticket [redacted][redacted]. We bought the tickets in advance at a discounted rate and contacted immediately after the diagnosis. The response I expected was sympathy for our situation, a refund, and the assurance of privacy for our medical records. Instead, I've been repeatedly hung up on and told it's not the airline's concern, referring me to the agent. I'm confused as the agent should handle the follow-up appropriately.

Good morning, I have booked flights from Glasgow to Australia for myself and my husband with itinerary number [redacted] and flight number JEE9SE under the name of Cherrie. I am pleased with the flight arrangements, but unfortunately, I am unable to reserve seats due to unavailability. I understand the situation, but my husband is an anxious flyer. I have reviewed the policies and understand that since I booked for both of us simultaneously, we should be seated together. Could you kindly confirm this arrangement as my husband requires my assistance during the flight, and without assurance, he may not be comfortable flying. Thank you for your attention to this matter, and we look forward to receiving your confirmation to ease my husband's concerns. Marion

I am Deborah W. (frequent flyer#[redacted]) and I was supposed to travel from Sydney to Dallas on November 2 (confirmation PWTHEO) but the flight got cancelled. My husband and I were stranded in Sydney for 24 hours without any assistance from Qantas until we were able to fly out on November 3. An agent at the gate mentioned that I could get reimbursed for our accommodation and meals through Qantas.com. I have been unsuccessful in locating the form to submit for reimbursement after spending over an hour looking for it. When I tried calling, I was informed of a wait time of one hour and 44 minutes. I did not choose to cancel the flight, it was done by Qantas. I had to endure being stranded for a day and now I am struggling to claim what is rightfully mine. I have digital copies of the receipts and I am looking for guidance on how to submit them to finalize this claim promptly. My experience with Qantas has been very disappointing due to the flight cancellation and the considerable effort required to handle this claim.

Hello, I have a flight booked with Qantas from Christchurch to Brisbane on December 4th, [redacted], flight QF0134 with booking reference SIFLBN. I will have checked baggage weighing less than 30kg, which will include two sets of deer antlers with head skin caps. These items are securely wrapped and dried, accompanied by a vet certificate from authorities in New Zealand. The package is discreetly wrapped to prevent identification by the public or airport staff. Upon arrival in Australia, the checked baggage will be declared for inspection by Australian authorities. The deer antlers have been legally sourced from New Zealand. I seek clarification on whether Qantas has any restrictions on carrying these items on my flight from New Zealand to Australia. Your prompt attention to this matter is appreciated. Thank you, Neville H.

My name is Lana. I would like to speak with a listener. I must mention my African American heritage upfront. I am upset about the recent treatment of musician Will.i.am and a guitarist on a Quantas flight. Racism still persists today, sadly. I believe an apology is warranted for the disrespect shown. It is essential that the flight attendant's behavior is addressed promptly. Let's all strive for a world free from racism and filled with kindness. Sincerely, Ms. Lana Romano