Qantas Airlines Customer Service Issues

I have been trying to reach Qantas for a couple of days now, waiting up to 3 hours each time. When I finally got through to customer service, the call got dropped before I could address my issue. I need to cancel my flight to New Zealand due to COVID-19 restrictions. My flight is on 19Mar2020 at 11:05 from LAX to Auckland, NZ and the return is on 05Apr2020 at 06:25. I booked through Farescan.com, but they couldn't provide the travel credit advertised by Qantas. Farescan mentioned that I could contact Qantas to transfer my booking from them and receive the travel credit. Despite the current situation, I still plan to travel to New Zealand and will postpone the trip until things return to normal.

My husband and I were scheduled to travel from the UK to Perth to visit my sister, who is battling terminal ovarian cancer. Unfortunately, due to my husband's compromised immune system and concerns about COVID-19, he had to cancel his trip on Saturday, 14 March [redacted]. I was ready to fly on Sunday, 15th but learned about the 2-week self-isolation requirement upon arrival, which would have prevented me from seeing my sister. We both only cancelled our flights due to the pandemic. We kindly request information on whether we are eligible for a refund or if we can receive credit for our tickets to use at a later date when the virus situation has settled. Thank you for your understanding. - Glynis and Andrew Daly

I have been attempting to cancel my return flight to Melbourne with no success via phone and the "Manage My Booking" platform. Despite spending over two hours on hold with no response over the phone, the online system repeatedly displayed an error message each time I tried to process the cancellation. My booking details are as follows: KIBFZT, travelling on QF455 on March 22nd to Melbourne and returning on March 26th to Sydney under the name Sandra McCuaig. I have been trying to obtain a credit voucher for these flights starting from March 16th until March 22nd. Although I understand the high volume of inquiries, I exhausted all available options, including contacting customer service via email, which were unsuccessful. Kindly reach out to me to confirm the issuance of a voucher. You can contact me at my email [redacted] or [redacted].

I recently cancelled my flight from Cairns to Brisbane on April 10th, returning on April 12th, [redacted]. The purpose was to attend an NRL match at Suncorp Stadium on Friday night, which was later cancelled. I opted for a refund over a voucher but received a voucher instead, valid until January 14, [redacted]. I have no plans to travel before this date and would greatly prefer a refund, despite understanding there might be some cancellation fees involved. My booking reference is M9FYGV and my name is Harry Howles.

On March 4th, I had to cancel booking QPAKKM due to an unexpected extended stopover in Singapore. Our flights were on QF2 to Sydney and QF1 back to Heathrow on April 15th. We opted for a refund online after canceling, but we haven't received any acknowledgment or refund yet. Attempting to contact customer service by phone has been unsuccessful. We require a cancellation invoice from Qantas to make an insurance claim. Any assistance would be appreciated. Thank you, Mr. E J Robinson and Mrs. T C Robinson.

Dear Sir/Madam, I am writing to formally file a claim for a delayed flight from Singapore to London Gatwick that was delayed by 16 hours. We experienced this delay on our journey back home from Bali to London due to unforeseen circumstances related to the current pandemic. After landing in Singapore, we were not given clear information about the delay, and we had to stay overnight at the airport due to quarantine measures for travelers who had been in certain countries. We were finally informed that the delay was due to a mechanical error, and our flight did not depart until the next day. Our flight reference number is TU3JWX, and the flight number is QF001. I have a letter confirming the delay that I can provide via email for your reference. Given the circumstances my family is facing with COVID-19, I would appreciate prompt assistance in processing this claim and addressing the situation accordingly. I look forward to your response. Sincerely, Molly Steward

Dear Sir/Madam, I came across your website and learned about the possibility of claiming compensation for flights delayed over 12 hours. I am writing to officially request compensation for my journey from Singapore to London Gatwick, which was delayed by 16 hours. The delay occurred as my family and I rushed to book an early flight back home amid the current pandemic. Following our flight from Bali to Singapore, fatigue set in as we awaited our next flight. Unfortunately, the departure was rescheduled without prior notice. Originally scheduled for 11:55 pm, we only took off at 4 pm the following day, March 19th. Throughout this delay, we received limited updates and had to spend the night at the airport due to quarantine restrictions. While some passengers were accommodated in a hotel, we had to stay at the airport lounge. The delay was attributed to a mechanical issue, as indicated in a letter we received. Our flight reference number is TU3JWX, and the flight was identified as QF001. I can provide a photo of the letter upon request to support my claim. Given the challenges my family is facing during this time, prompt assistance with this claim would be greatly appreciated. Looking forward to your swift response, M. Steward

Dear Community, I am asking for advice on a recent encounter on a Quantas flight. Despite the excellent service provided by Quantas, I experienced a situation where a fellow passenger harassed us during the entire flight. This individual continuously thumped the seat, used abusive language, and made threats towards my wife and me. Although I refrained from escalating the situation and involving the air hostess, I am curious about what actions I, as a citizen, can take in such circumstances. I suspect that drugs or alcohol might have been involved, which made me hesitant to intervene further. Are there any measures in place for handling such incidents, and could random breath tests be considered for suspicious individuals? Any insights on how to handle such disruptions on a flight would be appreciated. Thank you for your time. Warm regards, Stuart Dorey

While on vacation in the Gold Coast, my spouse and I, both seniors, received a text abruptly notifying us of the cancellation of our direct flight from Brisbane to Adelaide with no further explanation. Later on, we were informed through text that our new itinerary included a flight from Brisbane to Port Macquarie followed by another to Sydney before reaching Adelaide. Despite numerous attempts to contact Qantas by phone, we were unsuccessful. Arriving at Brisbane Airport at noon for a 2:30 flight to Port Macquarie, we were perplexed by the changes. Thankfully, the kind staff member at the Service Center assisted us in rescheduling for a 7:50 p.m. flight back to Adelaide, resulting in an 8-hour wait. It is disappointing that Qantas did not notify us earlier to choose an alternative direct flight, sparing us the unnecessary wait at the airport. Furthermore, the specific carry-on restrictions for the Brisbane to Port Macquarie flight would have posed an issue due to my spouse's oversized bag carrying essential medication. Additionally, our border crossing permits from Queensland to South Australia did not align with the requirements for the Sydney to Adelaide route, limiting our ability to return home unless classified as essential workers. This situation was particularly concerning as my wife's health is fragile. Despite these issues, we commend the exceptional service provided by the staff at Brisbane Airport and onboard the Qantas flight. It is evident that improvements are warranted in the management of flight scheduling and communication.

I am requesting a full refund for my canceled flight with booking reference UOD7WK. My name is Yvette Merideth Crombie with birth date 16/03/[redacted]. My billing address is 17 Winston Rd Sheldon Redlands Qld Australia [redacted]. I can be contacted at [redacted] or +61 [redacted] [redacted] [redacted]. I want to emphasize that I am seeking a full refund for booking UOD7WK. It seems like the Getsmart contact is not functioning properly. Thank you. Cheers, Yvette.

Regarding Booking Reference RIZD7C, last November, I made a booking for my family of four to fly to Darwin on Flight QF [redacted] departing Melbourne at 8:25 am on 27/06/[redacted]. I possess the E-ticket itinerary receipt. To my surprise, when I checked my booking online today, I discovered that the flight time had been changed to 8:25 pm. After trying to reach out to Qantas for 2 hours, I was informed that the morning flight was fully booked. As my family includes young children, the late-night flight is unsuitable, especially considering the accommodation in Darwin that has already been arranged. Changing a flight that was booked and paid for without any prior notice is unacceptable. I firmly believe that my family should be accommodated on the 8:20 am flight as originally scheduled, without any additional charges. Regards, H.W.

Today, my family and I were late for our flight. Despite our baggage not making it on the plane, we decided to proceed as planned. I called a friend to pick up our luggage while I went to the oversized freight area as instructed. After some paperwork, I found out our luggage had just departed for the flight. While waiting for boarding, we were informed our hand luggage was too heavy to bring on board. The situation escalated when we were denied boarding altogether. We were rebooked for a flight to Melbourne the next day, and with no available rooms in town, we were left in a difficult situation. Trying to contact Qantas only led to long wait times. The lack of understanding and assistance from the Qantas staff was disappointing given our long history of flying with them. Despite the inconvenience, I hope our extra luggage fees were properly applied as we had paid in advance.

I am reaching out to the Prime Minister's office to request the opening of Australia to vaccinated visitors from the US who have family in the country. I am aware of concerns regarding the effectiveness of quarantine facilities in Australia and believe that proper testing protocols can help ensure the safety of both visitors and residents. As a fully vaccinated individual, I am eager to reunite with my family in suburban Adelaide after a long separation. I hope that by advocating for this change, I can be with my grandsons soon and not have to let another year go by without seeing them.

I attempted to cancel and exchange my flight from Adelaide to Brisbane for a flight credit on July 5th. Despite trying, the cancellation process did not go through correctly on the website. It showed my booking as canceled but also displayed an error message. Later, I noticed a pop-up mentioning that I could change my flight up to February [redacted] due to the error. However, my ticket now shows that I accessed the plane and have a return flight in two days to Adelaide. I am confused if I received a flight credit or not due to the website error, which is not my fault. Even though my companion's ticket was canceled with no issue, mine seems to be problematic. I need clarification on this situation and request two flight credits due to the inconvenience caused by Qantas' website glitch.

I initially had a booking on 59D6EO using Qantas points. The second leg of my journey from Hong Kong to London on BA got canceled a few days ago. I was automatically rebooked on another BA flight that departed from Hong Kong hours before my arrival. Despite efforts, both Qantas and BA couldn't modify my booking. I had to purchase a Cathay flight CX251 online with the assurance I could transit in Hong Kong during Sydney check-in, but this information was incorrect. Cathay's only solution was for me to buy another ticket from Sydney to Hong Kong. As I can't reach Qantas before my flight, I request a points refund for the first leg of my journey. I'll be in Ireland for four months due to compassionate leave. Please contact me at your earliest convenience.

Dear Sir or Madam, Could you please kindly provide me with a copy of the entry form for Australia that needs to be filled out in English when flying with Qantas Airlines? It includes customs declarations and passport information. Due to my lack of English skills, I need to have it translated into German first to ensure compliance with Australian entry regulations. The strict controls shown on television highlight the consequences faced by foreigners for providing incorrect information upon entry. Neither the consulate nor the embassy in Germany have been responsive to my telephone calls or written inquiries. Thank you for your understanding. Sincerely, Peter K.

I'm having trouble booking a flight through Qantas that includes a segment with Qatar Airways, which is part of the Oneworld alliance. The Qantas website is not allowing me to book the Qatar Airways component of the journey. Instead, it's trying to route me through Heathrow to Madrid, whereas I want to go via Doha. Booking the Qatar Airways segment separately works fine but I prefer to book it all together through Oneworld. When trying to get assistance from Qantas, they are asking for [redacted] points per passenger, which seems excessive considering the issue is with their online system. I find it frustrating that I cannot reach Qantas by email as well, their website seems to be set up to prevent direct contact.

Booking Reference: 5VRV6T Outbound: December 1, [redacted] BNE-SYD-LAX-PHL Return: January 23, [redacted] PHL-LAX-BNE (cancelled) Customer: Madison N. I am frustrated as Qantas has mistakenly cancelled my outbound flight from Brisbane to Philadelphia via Sydney on December 1st. Although I understand the return flight cancellation due to travel restrictions, there is no valid reason for the cancellation of my outbound flight. The flight is still operating, yet the price has surged by over $[redacted] since my initial purchase. I have been trying to reach Qantas since early morning for a resolution but have not heard back. I intend to contact the ACCC for assistance in resolving this issue promptly and reinstating my outbound flight. I am willing to make changes to the return flight as needed, but I expect to be given the option to do so without arbitrary cancellations and price hikes.

I am still patiently awaiting a promised contact from Qantas from 6 to 8 months ago. I am owed approximately $[redacted] for a flight to Tasmania on 13/5/20 to attend my brother's funeral. Despite receiving credit for the canceled trip due to denied entry into Tasmania on compassionate grounds, Qantas later claimed to have refunded the money, which I have not received. I have been told by their staff in New Zealand that they would investigate the alleged refund, but no follow-up has been provided within the promised timeline. Being a pensioner, this outstanding amount is significant to me, and I am eager to receive proof of the refund transaction. I have attempted to call but have been unable to reach anyone to address this matter.

Qantas made an error on my flight booking and overcharged me by $[redacted].05. I have been trying to reach them for 27 hours on [redacted] without success. I can provide a detailed letter to explain the situation. Leslie W. Durbridge FF [redacted] Regarding 5II3WS and 5LU8HC On November 5th, I mistakenly used an expired credit card on the Qantas website. Despite the error, the transaction went through, which I find concerning. Even though I had credited $[redacted] to booking 5II3WS, I was charged an additional $[redacted].38 on a new booking reference 5LU8HC without applying the credit. When I called Qantas to rectify the situation, they advised me to make two separate bookings due to the credit, resulting in increased airfare during the delay. I managed to book with the credit, but a discrepancy of $[redacted].33 remained. It seems the outdated credit card information on the website contributed to the mistake.