Qantas review by QUENTIN

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.