Qantas

A year and a half ago I saved hard and flew my elder daughter and I to Oz to see my new grandson. chose Q because it was the national carrier. I earned 34,000 points, these points I was hoping to use to save again and visit Oz again to see my new granddaughter. I received an email saying the points were due to expire, I queried how to protect/extend them and was told all I had to do was make a purchase of a least 1 point from a Q partner before expiry date. I did this, over a month before expiry date. When I logged on to my Q account the points were gone, I contacted Q customer service and they said they would reinstate them if I accumulated 2500 points from their partners, I told them of their previous advice and sent a copy of their acknowledgement that I had made a purchase that qualified me under the terms they had previously given me. I have heard nothing back, my points remain zero and I’m really disappointed in how tis company treats its customers.

My wife and booked Business Class on QF516 15 April . I have been a Gold or Platinum frequent flyer for 25 years . 30 minutes before departure a rude staff member in the Qantas Lounge informed me that I was downgraded to Economy and separated from my wife who remained in Business class .No apology ,explanation or offer of compensation/refund was offered . My wife subsequently found out that my seat had been allocated to a junior staff member . No wonder Qantas Brand has gone from 1 to 46 in 5 years . They clearly have no idea about customer relations and continue to think they are government owned .

Best airline ever.

Travelled back from New Zealand in December on a code share with Air New Zealand. Air NZ to Melbourne then QF to Perth. Flight to Perth was delayed by 6 hours (surprise, surprise) but worse, even though I had a boarding pass with QF769 on it and have been a Qantas Club member for 20 years, they wouldn’t allow me in the lounge because I booked the flight with Air NZ. The flight home with lunch slopped in a cardboard box and sassy stewardesses was all very poor. If Vanessa Hudson says she wants to improve the customer experience the message is absolutely not getting through to the front line workers. Just appalling airline and will always look for an alternative from now on. Oh, and by the way, ALL qantas staff should be required to take a flight on Air NZ to see how a great airline does it !! Just chalk and cheese

Ongoing poor service, I however acknowledge an effort appears to be being made.
In flight service is far less than optimum for a full-service airline particularly food.