Qantas Airlines Customer Service Issues

My luggage was delayed due to a battery inside it. I had informed the staff about the battery during check-in, but upon reaching home, I discovered they had held it for this reason without prior notice. They requested me to arrange and pay for a courier to deliver it. The overall flight experience was disappointing; our initial flight got canceled after we had boarded. We were asked to retrieve our luggage and return the next day for check-in. Retrieving the oversized luggage was time-consuming, and realizing it wouldn't arrive as the staff had left. The following day, I collected my luggage from the Qantas office to check it in again, disclosing it contained an electronic scooter. Later, they revealed the battery issue and expected me to cover courier costs. I believe Qantas could have been more supportive in handling my situation.

I made a reservation for a roundtrip flight from SFO to Sydney on November 10th. Despite receiving an error message after the first booking attempt, I successfully made a second booking, resulting in two reservations. After cancelling the first reservation, I was refunded $[redacted] instead of the expected $[redacted]. I received two credits of $[redacted] each and feel there was a mistake. I kindly request a credit of the remaining $[redacted] on my credit card.

During my recent trip to Australia, I discovered a clot in my leg and contacted Qantas on Friday, November 22nd regarding my upcoming flight QF [redacted] on Sunday, November 24th from Brisbane to Auckland. I requested a bulkhead seat to elevate my leg as per my doctor's recommendation. Initially, I was told this was arranged, but upon arrival at the airport, I was informed that no bulkhead seat was available. The staff member mentioned that the flight was fully booked despite my earlier assurances. I was disappointed and in pain from my leg. Once on the plane in seat 24A, I noticed vacant seats in front. Thankfully, the attendant kindly allowed me to utilize two seats, providing some relief by semi-elevating my leg. I appreciated the gesture as it made my journey more bearable. Overall, I felt let down by the conflicting information and unprofessional handling of the situation by Qantas staff.

Hello, I flew with Qantas from Sydney on Monday, December 9th. Unfortunately, the flight was delayed by 4.5 hours because of an issue with the plane's air conditioning system. This delay caused me to miss my train upon arrival at Heathrow, resulting in having to purchase two extra train tickets. I have been attempting to reach out to Qantas directly to request a claim form without success via phone or email. Any advice on how to move forward with this matter would be greatly appreciated. Thank you, David T.

I am writing to address the issue experienced by Richard and Carlene Collins on the AA flight operated by Qantas on 11/14/19. The flight was delayed due to mechanical issues leading to a missed connection in DFW. Despite being originally booked in Business and First Class, they were rebooked in Economy Class. I have reached out via email on 11/21/19 but have yet to receive a response regarding reimbursement for the upgraded leg of their journey. As their travel agent, I am actively working to resolve this matter on their behalf. Thank you for your attention to this matter. Suzanne Fisher - Cruise Center/Travel Agent

I am interested in upgrading my flight back home to business class using my points. I need to know if this can be arranged now or if I should consider alternative plans. Attempting to upgrade my flight to the UK using points was unsuccessful as I was informed it needed to be done in advance. I found out I was unsuccessful just 2 hours before departure, leading to multiple failed attempts at the airport terminals. This experience has been extremely disappointing and was my worst flight. I would appreciate immediate clarification on whether the upgrade can be processed. This is my last opportunity to utilize these points as I am now traveling solo. Accumulating points seems pointless if they cannot be utilized. Please prioritize this matter.

Dear team, My children and I traveled from Perth to Colombo with Qantas Airlines on December 15th. Our flight number was QF71, and our booking references are V4TAQD and NWGWS9. Unfortunately, the flight was delayed due to technical issues, causing us to miss our connecting flight in Singapore. After being rebooked onto a flight the next day, we were provided with overnight accommodation. However, upon arriving in Colombo on the 16th, our three bags did not make it. We have filed a report for the missing baggage at Colombo airport, where they assured us that the bags would be delivered to our home. Regrettably, we are still without our essentials, including clothes, shoes, toiletries, and items for a planned ceremony in Sri Lanka. This situation has been distressing for us, and we kindly request expedited delivery of our bags. Additionally, we seek information on the compensation process for this inconvenience. Thank you.

Hello, this is Joanna from Kangaroo Island Wilderness Retreat. I have a guest currently staying with us, a Ms. M. Sloan. She traveled on flight QF [redacted] to Adelaide on December 21. Unfortunately, her luggage was misplaced. I am following up to inquire about the status of the luggage and if it can be redirected to our retreat promptly. If it cannot reach us, Ms. Sloan's next stop will be the Playford Hotel in Adelaide on December 24. Your prompt assistance in updating me on the luggage's whereabouts would be greatly appreciated. Thank you.

I am interested in booking a flight as a non-revenue passenger with Quantas. I am looking to travel interline (non-revenue) from HNL to SYD, arriving on January 22nd or earlier. I am available to call at any time. My spouse and I are American Airline retirees and we are planning to celebrate our 60th anniversary with a cruise departing from Sydney on January 23rd. We were considering spending a day in Honolulu before flying to Sydney. This would be our first time flying with Quantas and we have heard excellent reviews about your service. Can we also purchase ZED tickets for Jetstar through your airline or do we need to contact a different department for that? If arranging this journey proves to be overly complicated, please let us know, and we will reluctantly explore other options.

Dear Sir/Madam, I am writing to follow up on my previous request regarding a refund for excess baggage charges. My reference number is [redacted]5. I have yet to receive a response regarding the outcome of this matter. I am seeking a refund of NZ$[redacted] for the excess baggage fees I incurred. Despite being entitled to 42 kgs of baggage allowance through the frequent flyer program, my QF flight on 23Dec2019 was canceled due to Haze. I was rebooked on an ANZ flight [redacted] on the same day, but Qantas only allocated 30kgs for my luggage, resulting in the additional charges. I was informed by Qantas staff to pay for the excess baggage, with the assurance that it would be reimbursed later. I have already provided a copy of the receipt in a previous email. I kindly request your prompt attention to this matter. Your assistance in resolving this issue and processing the refund would be greatly appreciated. Thank you for your attention to this request. Warm regards, E.M. Frequent Flyer- [redacted]

I recently booked flights with Qantas from [redacted] to Melbourne on March 22nd. I am a person with a disability and will be bringing a lithium battery motor onboard that I need to notify the airline about. I've been unable to reach customer service due to long wait times, especially since I am not flying within the next 24 hours. Besides notifying the airline about the battery, I also need to book specific seating due to my mobility issues. I require easy access to the restroom and extra legroom. It's frustrating not to have this sorted out, as it's causing me a lot of anxiety. I hope to reserve my seat, pay any necessary premium, and inform the airline about my motor. My name is Theresa Andrews, and my flight code is TCK [redacted].

I submitted the form as requested and supplied all the necessary information. However, despite my efforts, I continue to receive emails stating that my reference ID, [redacted]2, is either missing or incorrect. I responded to the email directly with the provided reference number. Our travel disruption occurred on November 2nd when our flight QF1854 from Ayers Rock was delayed. Eventually, the flight departed at 7:30 bound for Alice Springs rather than Cairns due to pilot flight hour restrictions. We were compensated with a $50 food voucher and accommodation for the night. The following day, our rescheduled flight QF1858 to Cairns left at 11:30. Unfortunately, our inability to reach Port Douglas resulted in an extra charge for the missed night. As our trip was arranged through Swain Destinations, a package deal, I must contact them to ascertain the incurred expenses.

About three months ago, I made a booking for my 88-year-old mother and myself on a flight from Melbourne to Gold Coast on March 16. This trip is a special once-in-a-lifetime vacation for us, as I come to visit her from the USA. Recently, I received notification that Qantas removed us from the flight. My mother, who is almost 90 years old, has been a loyal Qantas frequent flyer for many years. It is distressing and unkind to treat her this way. I am seeking assistance in resolving this matter. The confirmation number for the booking is TMKBU9. Thank you. - Anthony S.

Hello, I would like to cancel my mother Lilia Paguio's flight scheduled for February 15 from Los Angeles, California to Auckland, New Zealand. Her e-ticket number is [redacted][redacted]. Due to the global spread of the coronavirus, we are unable to proceed with the travel plans. We kindly request a free cancellation considering the circumstances. We appreciate that Qantas prioritizes the well-being of its passengers. Please keep us updated once the situation improves. Thank you and have a great day.

During my flight on January 16 from Dallas to Sydney on QF [redacted], the crew faced challenges with fuel management, resulting in a diversion to New Caledonia. Passengers were unable to proceed due to crew time limitations and were left with uncertainties. The pilot mentioned limitations on providing details due to being in "survival protocol," causing further anxiety among passengers. This unexpected stopover caused me to miss a vital meeting in Papua New Guinea. In considering the inconvenience faced, I am hopeful for compensation from Qantas, perhaps in the form of an upgrade or suitable alternatives, to make up for this experience before my next annual meeting.

I have reached out to you twice regarding an issue concerning the air miles not being credited for my recent trip with Emirates/Qantas. Despite my efforts, I have not received any response from your end. My spouse and I traveled to Australia via Dubai on 16th October [redacted] and returned on 3rd December, also taking three internal flights within Australia. As loyal Emirates customers, we anticipated receiving air miles for the co-share flights taken. However, Emirates informed us that Qantas declined to credit us. We were unaware of this restriction and even confirmed our air mile accounts with Emirates before the trip. Our names are Elizabeth and Kenneth Neades. The ticket number is [redacted][redacted]-43, booking reference IA3K4J, and Emirates Skywards numbers EK[redacted]34 and EK[redacted]72. Urgently looking forward to your prompt resolution of this matter.

Subject: Assistance Needed with Flight Cancelation I hope all is well. My wife and I have a flight scheduled to LAX on March 15th under Flight # QF093, Reference MO97Y5, booked on January 20, [redacted]. Unfortunately, my recent medical check-up advised against flying due to my high risk of contracting Covid-19, with supporting documentation from my specialist on the way. Given this unforeseen circumstance, we are considering canceling our trip rather than postponing it due to the current global health situation. Could you please advise on cancelation options without incurring standard fees, considering the situation was unknown at the time of booking? I can be reached at [redacted] [redacted] [redacted] or through this email address. Thank you for your understanding. Warm regards, Tim R.

I am unable to access the Manage my Booking/Flight Details section and keep receiving an error message requesting me to contact customer service. I suspect this is due to our bookings being linked to Credit Vouchers. The details are as follows: James Gordon McNamara Frequent Flyer: FF24417 Platinum Card: 5[redacted] 5[redacted] Booking Reference: 03EAV3 Route: Perth to Sydney on April 8 Route: Sydney to Perth on April 28 Jennifer Frances McNamara Frequent Flyer: FF484507 Booking Reference: SM27RJ Same flight details as my partner, James. We need these bookings cancelled and credit vouchers issued as we've had to cancel our three-week trip to Sydney. Your help is much appreciated, and we understand the demands you're facing, but we need this resolved before our departure dates. Thank you, Jennifer & Jim McNamara

I tried to reach out to Qantas in Chile to cancel and rebook my flight due to the closure of the Chilean borders and the Australian government's call for citizens to return. This trip was to see my father who unfortunately passed away on 1 March [redacted]. After spending over 3 hours trying to contact Qantas without success, I had to purchase a new, expensive ticket. I attempted to cancel the ticket online upon my arrival at 5:15 am but received an error message ([redacted]) and couldn't reach customer service as I am in quarantine. Unfortunately, Latam Airlines couldn't help as it's a Qantas booking. My frequent flyer number is [redacted], and the booking reference is UENRJR for a departure on 21/3/20 from Santiago, Chile. Any assistance from Qantas would be greatly appreciated. - Wilma.

I've been attempting to reach out to Qantas for a few days now, experiencing wait times as long as 3 hours each time. On one occasion when I did get through to customer service, the call got disconnected before I could address my concerns. I need to cancel my flight to New Zealand due to COVID-19 related restrictions. My flight is scheduled for 19Mar2020 departing at 11:05 from LAX to Auckland, NZ and returning on 05APR2020 at 06:25. I made the booking through Farescan.com and despite contacting them, they couldn't offer me the travel credit that Qantas is promoting. Farescan's customer service representative mentioned that I could contact Qantas directly to have my booking transferred from Farescan to Qantas, enabling me to receive the travel credit. I still intend to visit New Zealand but plan to postpone my trip until things settle down.