Qantas

QANTAS outsourced it’s baggage handling yet now blame “not enough people” for the woeful baggage experience which we experienced from MEL to MCY 19th July 2022. Checked bags arrived a day late…
The truth must be bad business management is to blame for the baggage fiasco. Qantas dont seem to understand that the baggage is a non negotiable part of the items paid to transport.
After 20 years with qantas loyalty gone now.

I’ve unfortunately had to deal with Qantas probably 10 times over the last 2 years – and it is just an awful experience – telephone hold times of 2-3 hours, customer service staff don’t do what they say will do (refunds – have to chase every time). I appreciate COVID was unexpected – but we’re now over 2 years living with COVID – still 2 hour wait times. Clearly a business decision has been made somewhere to not hire additional customer service staff and save costs. As a result I’ve spent 20-30 hours of my time attempting to resolve issues that should either have been done automatically without my intervention – or the option to do online. I will never use Qantas again – enough is enough.

We flew to the Sunshine Coast Qld from Melbourne last week. The team were brilliant… Friendly and professional at the same time. Light refreshments were delivered with a smile..Good experience.

Qantas continues its down slide . Qantas club lounges grossly understaffed and services and offerings cut to the bone. No ticket counter or services at the airport if you have a query want to book a ticket or change something you have to call the call centre or use your own device. Appalling customer service. Time for a CEO change as QFs profitability cant be expected to change with standards that are frankly an embarrassment of our National Flag Carrier.

We made a booking with Qantas Frequent Flyer points for travel for two from Perth to Hobart. We were charged 222,600 Frequent Flyer points. At the time of the website booking we considered the points charged as excessive. We raised written queries with Qantas prior to our departure which were ignored until just before our return to Perth. Upon our return to Perth we continued to seek clarification on the points charged, with a number of letters and emails. Qantas responded stating as we had “accepted and confirmed the booking….and travel has been completed…we are unable to refund the points.”
What Qantas conveniently ignored however, was that we raised our concerns with them 27 days prior to our departure and no response was received until we had departed and our travel had practically concluded. Had they responded in a timely manner, we could have adjusted our travel dates or cancelled the booking and sought travel with an alternative airline. Our travel dates were completely flexible and the lack of a response from Qantas deprived us of any opportunity to change our travel arrangements and mitigate the points charged.