Qantas Airlines Customer Service Issues

Dear Mr. Joyce, I am sharing the email I sent to Ryan at Qantas Customer Service and Mr. Andrew David in hopes of addressing the ticketing issue involving my booking Ref #6DA4MJ. I have always cherished Qantas Airways as Australia's leading airline. Unfortunately, I faced a nightmare with my recent booking using Classic Rewards due to flight changes. I am seeking a resolution for the booking mishaps that occurred. Regarding Customer Care #[redacted]4, I have not heard back from Qantas Customer Care about the erroneous ticketing of my flight from Sydney to Casablanca on May 21, [redacted], booked with Classic Reward Points. I am now holding an Economy ticket issued by Emirates incorrectly instead of my original booking with Qantas and Qatar Airways. My tour departing on May 23, [redacted], costing $[redacted].00, necessitates payment by the end of October. I urgently request your assistance due to recent back surgeries, making long periods of sitting painful. I am eagerly awaiting your immediate attention to rectify the situation stemming from flight changes by Qatar and errors made by inexperienced ticketing staff in the Philippines and South Africa. I played no role in this confusion. Expecting a prompt response. Sincerely, Jennifer A. Lyons

Hello. I have two bookings that were converted into Qantas 'flight passes' because I couldn't use them due to covid. I am having trouble accessing information about them or making bookings online despite trying multiple methods. I contacted Qantas but the representative I spoke to had poor English, a bad phone connection, and didn't understand my inquiry. Eventually, she gave up and disconnected the call. I would appreciate assistance with: 1. Gaining online access to my flight passes. 2. Understanding how to utilize them. 3. Making bookings with the flight passes. Thank you for any help you can provide!

I was recently informed by Qantas that my flight QF94 from LAX to MEL on 28 March [redacted] was changed from First to Business class. I contacted the U.S. Qantas customer service number at [redacted] for assistance. Unfortunately, the agent was unable to provide me with the refund amount or suggest alternate flight options to return to the first class seat I originally booked, such as the LAX-SYD-MEL route. After following the agent's instructions to accept the changes online, I called back multiple times to resolve this issue. However, after being on hold for 27-35 minutes each time, I was either cut off or transferred to a survey without speaking to anyone. It has been challenging to reach a helpful Qantas representative without incurring long-distance charges to Australia. I have also experienced delays in receiving promised callbacks from Qantas Australia and the U.S. customer service line. Implementing an online chat option would greatly improve communication with the airline.

We had to cancel our flights with an online travel agency because Qantas changed our departure time, causing us to miss our connecting flight. However, we have not yet received our refund. The online travel agency claims that Qantas has not responded to their refund request on our behalf. It has been 8 months, and when we contact Qantas, they inform us that all refund requests are current, and it should not take this long.

I booked a flight from Hobart to Brisbane with one stop on January 23, [redacted], departing at 6:35 am. I booked this through another website, but I can't recall the name, possibly Justfly. My husband's credit card was charged, but I haven't received a confirmation email. I'm worried about a possible scam since I couldn't find the booking on the Qantas website.

I have a flight booked from Durban, South Africa to Brisbane, Australia. The connecting flight from Durban to Johannesberg has been rescheduled, leaving me with only a 25-minute layover for my Qantas flight to Sydney. This is not enough time for customs and transfer. I tried using the 'CHANGE' button on the website with no success. I prefer not to cancel as prices have increased, and I have already paid extra for legroom seats. It seems impractical that the airline made such a tight connection. I require assistance to change my Durban to Johannesberg flight to an earlier one.

After my daughter's college graduation, she flew from Raleigh to Dallas to Sydney to Perth with Qantas in July. As a silver QFF member, she was entitled to 3 complimentary check-in bags. However, her e-ticket erroneously indicated only 1 bag was allowed. Despite contacting Qantas to rectify this, they could not reissue the ticket but confirmed the 3-bag allowance via email. Upon check-in, American Airlines staff attempted to charge $[redacted] for excess baggage, ignoring the email proof. Despite correcting the error with a senior staff member, my daughter was still required to pay. Following up with Qantas for a refund, I received various refund timelines, none of which materialized. Four months later, upon calling, I was informed the case was closed without a refund. Despite complaints to ACA and unsuccessful attempts to resolve this matter over the phone, I am still seeking the promised $[redacted] refund from Qantas.

My daughter returned home after 4 years at a college in the US in July. She had a connecting QF/AA flight to Dallas for Qantas flights to Australia. As a silver QFF member, she should have had 3 complimentary checked bags. However, her e-ticket only showed 1 bag. I contacted Qantas, who confirmed the allowance but couldn't update the ticket. After getting an email from Qantas, American Airlines still charged $[redacted] for the extra bags. Qantas promised a refund that has been delayed multiple times. Recently, they closed the case, instructing me to deal with American Airlines for the refund. I believe the mistake was on Qantas' e-ticket for not showing the correct bag allowance. I've reached out to the ACA, but no progress yet. Any advice would be appreciated.

I paid an extra charge for seats in the last row on QF82 flight from Singapore to Sydney on 17th November. However, Qantas staff requested us to swap our seats with passengers needing to sit together at the airport. They mentioned I would receive a refund later on. Can you please review this situation and process the refund for the additional fee promptly? Passengers involved: GUEN TAEK OH, SOOYANG KIM, SEOJUN OH, YEONJUN OH. We were relocated to seats 47D, 47E, 47F, and 47G.

Dear Sir, My daughter, Smt K.L. Prasanna, is currently traveling on flight QF67 from Sydney to Hyderabad via Bangalore with frequent flyer number QF[redacted] and ticket number [redacted][redacted]. Due to a family emergency, she needs to disembark in Bangalore and will be traveling directly from Bangalore to Hyderabad. I kindly request information on the necessary procedure for this change. Your prompt response is greatly appreciated. Sincerely, K. Venkatasubbarao Father of K.L. Prasanna

I recently booked my flights through Qantas and they have been transferred to an Emirates flight, which is fine with me. However, I noticed on the Emirates website that my first name is listed as "Stepheng" followed by my surname, instead of "Stephen G" as it should be. Despite calling Qantas three times, I have only been verbally reassured that my ticket will be issued correctly. I am concerned and have been trying to obtain written confirmation from Qantas regarding this issue, but have been unable to contact them via email.

I need to file a complaint about my damaged mobility scooter. During my trip from Heathrow, London to Sydney, Australia with a stopover in Singapore on November 14, [redacted], my scooter's steering handle was broken when it was collected upon arrival. The missing nut and bolt left me unable to use it properly, causing distress during my stopover. Besides this issue, the leather seating was also damaged. With a temporary fix, I managed to visit my daughter in Australia after her 4-year absence. My son-in-law later fixed the scooter. I am now in the U.K. and wish to file a formal complaint. I was disappointed by the attitude of the Quantas cabin crew on the return flight, their lack of friendliness was evident. This experience has led me to decide not to travel with Quantas again. Kind regards, Mrs. J. Canning

I have three bookings for March 8 to Sydney and returning on March 26 from Auckland. The incoming flight date was mistakenly set for March 9 by Holland Airlines, causing issues with seat assignments. Even though the originally booked seats are available, I can't assign them without repurchasing. Holland assured us we could select these seats for free on the new flight, but we're having trouble doing so. The return flight seats are fine. I appreciate any help with this matter. Thank you. Best, Constance P.

I recently booked a trip with QANTAS to visit my family in Brisbane for a special occasion, including my niece's 50th birthday celebration. My booking reference is 5GVH5D for a return trip from Melbourne to Brisbane. The outgoing flight was scheduled for January 10 (QF624) and the return for January 15 (QF631). Unfortunately, a week before my departure, I had to cancel due to my daughter being ill with Covid. She is a single mother and frontline worker, which caused me great distress. I canceled my flight in the early hours, overlooking the option of a travel voucher, given the circumstances. As a loyal QANTAS frequent flyer for over 30 years (QF [redacted]), I was surprised that my refund was not processed. I also faced challenges with the website and the additional fee I paid for selecting my aisle seat was not acknowledged. The lack of refund has left me out of pocket by over $[redacted], impacting my ability to afford future flights as a retired pensioner. Thank you, Judith Jesser.

Hello, I flew from CCU (India) on February 4th on QF5110 (Code Share Indigo) to Bengaluru (India). Then from Bengaluru to Sydney (Australia) on QF068 on February 4th, and later from Sydney to Auckland (New Zealand) on February 5th via QF145. My checked bag with baggage tag QF154409 has not been received, and it has been almost 48 hours since my reporting at Auckland Airport on February 5th. During check-in at Bengaluru, there was extra effort needed to locate my bag due to the transfer from Indigo to Qantas. A staff member named Martin (probably from Air India) assisted in manually accepting and confirming the bag's status. Despite double-checking at the gate in Bengaluru and with ground staff in Sydney during a brief layover and gate change, my bag has not surfaced. This bag holds immense sentimental value as it was a gift from my late father in [redacted]. I kindly request assistance in locating it promptly. Warm regards, Moumita

Subject: Disappointing Baggage Experience on SAA and Qantas Flights Dear Sir/Madam, I am writing to bring to your attention the unfortunate experience my aunt, Cheryl Lavarack, had during her recent flight on the 14th of February [redacted]. She encountered an issue with her luggage being slightly overweight during her journey from Durban to Perth, Australia with a connection in Johannesburg. Despite being assured her luggage was fine in Durban, she was charged an excess baggage fee by Qantas officials in Johannesburg. This discrepancy in handling the baggage weight caused unnecessary stress and inconvenience, especially for a pensioner like my aunt. The delay in resolving the situation also jeopardized her timely boarding for the onward flight. I believe there should have been better cooperation between the SAA and Qantas staff considering their partnership. It is disappointing that such a minor weight difference led to such an ordeal for my aunt and affected myself and my husband as well. I hope this incident can be addressed to prevent similar situations in the future. Yours faithfully, Amanda van den Berg

I, Sonja Nelson together with Hannelie Wickham, utilized your airline's services for our trip from SA to Melbourne with a layover in Perth. We had the booking reference ND1745 for flights QF066 from SA to Perth and QF778 from Perth to Melbourne. Arriving in Melbourne on February 5th, [redacted], our luggage did not accompany us, only being delivered late in the evening of February 6th, [redacted], after multiple calls and some confusion. The luggage was delivered to Shaun Ashdown at 41 Niblick Circuit, Sandhurst Victoria, with contact number [redacted]. We incurred extra costs to replace urgent medication from the delayed luggage and are seeking confirmation of the delay exceeding 6 hours to file a claim with our travel insurance. Your confirmation is crucial for our insurance claim process.

I recently discovered unauthorized transactions on my card after reloading it in Australia for my Thailand holiday. Since arriving, I realized 3 X $[redacted] transactions were made without my consent. Dealing with this issue has been challenging, and I just received the dispute form today. This situation has ruined my holiday, and I am upset about the unauthorized access to my funds. As a loyal QANTAS customer, I expect better service to resolve this matter promptly and have my money refunded. Although not a Gold member, I value the support and assistance to address this concerning situation.

I live in Australia, and my partner resides in the UK. I had bought a flight for December [redacted] to bring my partner to Melbourne for New Year's, but we had to cancel it. Despite not receiving an email confirmation from Qantas, I reached out to them through Twitter. They informed me that they tried to reprocess my credit voucher but were unsuccessful. They advised me to contact them when my partner is prepared to travel so they can assist with rebooking the flight. However, despite my attempts to rebook the flight via Twitter, I did not receive any response from Qantas. I am currently trying to arrange flights for Christmas this year for my partner to visit Australia. Although the voucher may have expired, every time I tried to reach out to Qantas to reschedule my flights, either there was no reply or the response was significantly delayed. I am wondering if I could argue that their lack of timely communication should allow me to use the credit from [redacted] to bring my partner over this year.

Our 20th wedding anniversary was unexpectedly disrupted by Qantas. The 10.30 am flight to Thailand was canceled at 10 p.m. the night before Good Friday. The next available flight is over 8 hours later, requiring us to overnight in Singapore. As I have a disability, finding a suitable hotel at such short notice during school holidays has been a nightmare. We've lost a night of prepaid accommodation in Thailand and paid for dog boarding which is no longer necessary. In addition to these financial losses, our plans for our vow renewal ceremony are now in disarray as we effectively lose 2 days of our vacation. The call center staff were unhelpful and impolite. Qantas has only offered $[redacted] as compensation for all this upheaval. 🤬🤬🤬🤬🤬🤬