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and present Qantas customers sharing our 'experiences



Passenger: Rude service rep, split our family, & expected us to continue paying $8,000
Submitted by: Ewa (posted May 20, 2009)

My husband has just finished talking to a Quantas senior supervisor from Brisbane: Karla id number 830924. As frequent flyers and regular
users of long haul flights with quantas from Perth to London as a family of four we are very unhappy with the remarks made by the
supervisor and the help, or lack of it that weve received as customers with regard to the outlined problem which Bill my husband addressed
to her as below. Every august i travel from London to Perth on a yearly return ticket and my husband and two children travel to meet me
leaving in early September. Because i buy my ticket in june the computer system doesnt let me put the return date in i want because its over
a year away (why is this still, in this day and age?). So we put a note on my ticket that we will need to change the date to the one we want
within the year ticket at a later date when the booking system can cope. We have booked direct with Quantas and also via agents, we always
put this note on so we dont get charged to change the date because its not our fault we are sold a yearly ticket that cant be booked at the
time. We have also had this problem when we booked with Emirates and are members of their company scheme, but we have never been
charged by them to change the ticket to the date we actually want when we rebook it. Bill and the kids are booked to travel on june 23rd to
london we booked that as an o economy the same as mine. When we asked to move my ticket to that date so we could all fly together we
were told no its not an o economy anymore, there are economy seats available though. We explained to karla the situation and how we felt it
wasnt our fault, she said that due to the "terms and conditions" of our ticket we could not change the ticket accept to another o class, but we
explained we all booked on o class and we just want to travel together as a family the class has obviously changed since then.

At this point we were looking for that special thing in a company, a bit of understanding, customer relations, trying to help us out in a difficult
situation but got none of it. Karla said we could all change our tickets to the  day before the 22nd June at a cost of about 800 dollars, we
were obviously unhappy with this and karla said "what is it you want me to do" bill said again, to gett my wife on the same flight as me and the
children on the 23rd, there are economy flights left but not o class. the supervisor said that the "terms and conditions" dont allow for this
change. She stated "Why should we wave the conditions for you instead of other customers, Quantas is a business and needs to make a
profit" at this point Bill informed her he was writting her words down and how could he complain in writing at which she replied " at
quantas.com online". Bill told her that he  thought she should help us in this case because we were a family with young children who wanted
to travel together with a note on the ticket when purchased that we needed to change the date of the ticket because the quantas computer
system wouldnt let us book the correct date. As compared to say a sole traveller trying to change his date for some reason without any such
note on his ticket about changes. Bill then stated that he was very unhappy as a frequent flyer and loyal regular quantas user and wouldnt
be buying this years four london perth return fares in a months time at a loss of some 8000 dollars to quantas. Karla replied "Its no good
tring to blackmail me". My husband found this remark slanderous, he informed her that he is telling her that he is an unhappy customer who
will not be using the company again and that it is our right of choice to use another airline and inform the supervisor that this is due to the
poor service we have received. Blackmail is a serious offence and allegations of such are not to be given lightly especially by someone in
her position. How is it a customer cannot state to choose to go elsewhere and state the reason without being accused of blackmail, that is
truly offensive.

Despite this Bill remained calm throughout and asked(as the situation still was not resolved) how much it would be for me to travel alone on
june 22nd. We were told this would be 50pounds and another 60 dollars. ( to change a ticket to the same o class even though theres a note
of a requested change on my ticket that last week a quantas representative said they would honour when bill called them.) So finally with no
other option we have just paid this fee, i am not travelling with my family. Bill has to drive me 2 hours up to Perth airport the day before then
go back 2 hours to home with the kids, then return the next day to the flight we all wanted to be on. i arrive in London on my own and have to
wait there 24 hours and take a hotel as we are all flying on to Krakow  Poland our final destination. Bill has no support with two young
children on  perth sing london flights which the supervisor did comment on "as a mother she understood long haul flights without support are
difficult". I wonder if shes made any herself on her own with two young kids to london? Come on Quantas wheres the human side to looking
after your customers. Supervisors have the ability and responsibility (or should have) to look after customers even when it may have to move
out of the realm of "terms and conditions" . Yes quantas is a business and needs to make a profit but it wont do by treating us or others like
this. My familys 8000 dollars for this years tickets goes to Emirates or Singapore airlines and no we are not black mailing you! we are voting
with our feet to the loss of your profit and reputation for what we genuinely feel is very poor in this case, there are economy class flights still
left on my husband and kids flights but I wont be travelling with them.  Yours Unhappily Ewa

Pilot: Metal Disabilities disregarded and Dangerous Pilots flying
Submitted by: QantasJetStar, Posted May 19, 2009

My story is on my web site www.qantaspilot.com. Qantas clearly broke the law in clearing me to fly with a compulsion to shut down all engines
on a 747 and are denying my Workcover claim. last October a second officer committed suicide in LA Qantas won't accept mental illness in
pilots does happen.

Passenger: Qantas changed flight to 6:30 am without telling us!!
Submitted by: Nugget, Posted May 18, 2009

I booked for a group 6 to travel to LA from Sydney in April last year to travel in September. Approximately 3 weeks before travelling I logged
on to my FF account to find that the flights had been changed to route through Melbourne and we needed to be at the airport hours earlier
than planned (no communication of the change). This meant that some of the group who were travelling by public transport from well outside
Sydney to be at the airport by 6:30am therefore creating severe inconvenience. I also raised the issue that I paid for a direct flight to the US
and would have chosen another airline with better service and lower cost if I was to chose a non-direct flight. The response from Qantas is
below.

Dear ** ****,  Thank you for your email. We understand your frustration over our scheduling which clearly does not suit your needs .  Perhaps
we can provide some background.  Aircraft are probably the most expensive asset an airline has and that it is consequently imperative to
maximise their use, so that we can keep our cost in line with revenues and be competitive with our fares .  We use a very complex series of
monitors to ensure that there are markets for flights and the number of seats provided on those flights, for every route where Qantas
operates .  We regularly examine demand trends and emerging markets and we will not hesitate to expand or to  commence operations to
new areas based on positive future indications, even on occasions at some commercial risk.  We always do try to minimise any
inconvenience to our passengers in these circumstances and will always offer the best alternatives. I have checked to see if availability has
changed for the 26th with the hope of possibly changing your flight, however, there is still nothing available.  I am sure your plans are set
and the 26th is the only day you can travel, however, if you find you can travel on the 25th, please let us know asap as we are more than
happy to rebook you all to a direct flight for this day. There would be no costs incurred by you for this, however Qantas cannot offer to assist
with any addtional accommodation requirements.  I apologise for the inconvenience caused by this schedule change and if you require
anything further, please do not hesitate to contact us again or telephone sales on 131313.  Yours faithfully, Blair QANTAS Airways

After receiving this I was infuriated as I believe it is stating that customers are not #1 prioriity at Qantas but thought that I just had to cop it.
On arrival at the airport and at check in we noticed that we were all seated in different parts of the aircraft, including the husband and wife
(same last name), for the long haul portion of the flight. After asking that we be seated together the check in operator turned the screen to
us and asked me to tell her where we could all be seated together. On the return flight from San Francisco the same thing happened
although after a conversation we were put in pairs in 3 different parts of the aircraft.  I then wrote another e-mail detailing my disappointment.
I received a letter back saying that as a Bronze Frequent Flyer (felt extremely patronising)I was valued for my loyalty and that they will take
on the feedback.  I will not be choosing to fly Qantas again unless they are substantially cheaper than their rivals (unlikely)or are the only
airline to fly to a destination that I wish to travel and the same goes for the other 5 that travelled with me. The blatant disregard for their
customers is disgraceful.

Passenger: I paid $3,000 for a worthless 'lifetime membership"
Submitted by: Norm (posted May 16, 2009)

In 1999 I paid $3,000 for my Qantas Club Life Membership. Since that time, I have seen my original entitlements dwindle or removed. Whilst I
am not a frequent flyer, but am also a Frequent Flyer Member, I thought it would be nice when travelling, either by myself or with friends and
at the time I could afford it. Last year I travelled to Melbourne for a weeks holiday with two friends - a married couple. At Mascot I had to
grovell to have both gain access to the Qantas Club lounge, but coming back, even though I telephoned the Tullamarine Qantas Club
lounge and explained that we had had a weeks holiday in Melbourne and just wanted to finish it off with a celebratory drink in the lounge, I
was flatly denied access for all of us. The funny thing is, when I rang during the day, the girl told me it would depend on who was on
reception - turns out she was - so what was the point ??? On our flight home the cabin crew were too busy gossiping when they wheeled the
trolley down the isle and one of my friends received nothing - no big deal - it was afterall only a bit of cheese and a couple of Jatz. Seriously
Qantas, you are kidding !!! Then recently I again flew to Melbourne, just for a weekend break. Why would I bother to tell you about the air
travel, staff - typical - not interested and not pleasant. When I arrived at the Tullamarine Qantas Club for a small snack, the food was
rubbish, well, what there was of it. People were standing around waiting for the next batch of food to be brought out and then it was like
feeding time at the zoo or people just gave up waiting and walked away. Gee Qantas, I wish the world would work as hard on achieving
peace, as you work at being SO arrogant. I have heaps of other stories about Qantas and Jetstar, but I guess you would soon get sick of
reading about them. But I am sick of paying for memberships and then seeing entitlements diminish. Yup, Qantas - you suck - big time !!!


Passenger: Qantas Blackmails $6,000 - threatens  to leave 14 year old alone in Tokyo
Submitted by: Donners (Posted May 14, 2009)

My son and I went to Japan on a holiday we chose to fly Qantas (bad mistake) I had enough frequent flyer points for my sons ticket for the
Perth to Tokyo return flight.I got the flight booked for my son on Frequent flyers-then later changed the return date, I called the Qantas
customer service center and also changed the return date on line. They assured me it was changed.  I paid for my ticket around $1600
AUD,return. We left and and the end of the trip went to check in but the check in in Tokyo said sorry we have no seats available for your son.
The change has not been processed. You can go but he will have to stay behind. They told me there were no seats.

I said no I changed this flight, my son is just 14 and all alone I cant leave him behind in a foreign country. They said , we cant do anything
there is a pay phone over there ring the Sydney call center. With just 2 hrs to go before boarding i tried to ring the qantas 13 13 13 number,
but was just placed on hold, i used all my overseas  phone card being on hold and never got through. I went back and explained i cant get
through to Sydney, can you call for me . They said no. I asked if they could swap my seat for my sons to at least let him get home,,they said
no way. I said well i cant just leave my son behind,can i bye a ticket on the next flight. They said wait a minute we have just found a seat on
this flight but you must pay full price 417,000 yen ($6072 Australian dollars ) One Way to Perth! I said wait i thought you had no seats, he
said oh but its different if you pay. But I have a seat on redemption points..he said no we cant use them. so with just 1 hour till take off i had
to pay or leave my son behind. I have been totally ripped off and treats like dirt by Qantas.. 6000 dollars is a total rip of for one way economy
seat from Tokyo to Perth.  So far, they have done nothing to help get my money back. Qantas get F*****!

Passenger: Stuck with no refund for $1,300 ticket due to medical emergency
Submitted by: Rackit (Posted May 8, 2009)

I will make this as brief as possible to spare you my pain. About May of 08 I met an Australian lady online and became good friends. She
called me here in the US often and became good friends. We both talked about the possibilities of meeting each other either here or there.
So I decided to fly to Australia as I have traveled quite a bit and have always wanted to Visit Australia. I held garage sales and sold my
vehicle to have money and be able to buy tickets to fly down and spend some time in Australia. Not thinking it would ever happen I went
ahead and purchased tickets to Fly to Brisbane on Qantas. I was very excited, not only to meet my friend in Australia but to actually have a
chance to go to the Great land of down under.

Sadly though for me as the time neared my friend took Ill and was admitted to the hospital. I had talked extensively with her mother Paula and
I know her Daughter Charly worked as a flight attendant for Qantas. Anyways as my departure date was getting closer.... much to my
surprise too I had to abort my plans because my Host and Friend was hospitalized and at this point it was quite out of my control. So long to
short.... I would dearly have loved to go and visit and explore your great country. Truly. I spent over $1300.00 on my ticket and at this point I
don't see me ever making it anywhere Qantas flies. I could really use even part of my ticket price back.... I hate to loose $1300.00 as would
you if you were in my shoes. I am not trying to sham... or hurt anyone and in fact I feel it was my gullibility and faith in people that made me
do this act of purchasing a ticket. If you could see it in your hearts to help me with this painful matter I would be most happy and feel at least
a little better about loosing such a wonderful chance. Maybe..... someday I could make it down there. I still have my ETA. *smile* Just no one
to visit now and show me about. I hope Qantas really takes this case to heart.

Passenger: Rude flight stewards gave no food to elderly mother
Submitted by: Eva (Posted May 7, 2009)

Just 4 days ago my mother and I were on a Qantas flight from Perth (Western Australia) to Port Hedland. Everything was just as usual
(except my window shutter kept slipping down during take off -.-) until the meals were being served out. We had two male air hosts during
this flight that were very loud and kept throwing things back into the trolley which was a little rude. My mother and I were seated in row 20
seats A and C (which are right next to each other although there's no B) and as they got to our row one of the flight attendants passed my
meal over my mothers head to me (little rude there) but didn't give her a meal and she had her tray open, waiting. They were there handing
out meals to the row of seats opposite to ours (seats D E F i think) for a few minutes and then pulled the trolley away.

My mother and I were confused as to why she hadn't got her meal yet but we just simply thought they had run out and were going to get
some more. After about 5 or so minutes had passed I was wondering why they still hadn't come back with the other meals to hand out. So I
turned around to see if the (4 or 5) rows behind me had their meals yet and I was surprised when I saw that they did! Everyone on the
aircraft had their meals except for my mother. If they had run out of meals they could have said something at the very least instead of
avoiding her. Even if they did run out of meals why was she the one that didn't get one? She wasn't the last person on the plane, there were
4 or 5 rows behind us. They can't just assume that someone doesn't want a meal, especially since she had her tray out waiting the whole
time and looked at them confused when she didn't get her meal right after mine. Since they were unhappy to serve her, she didn't ask for
their service. As we were leaving the plane all the attendants had disappeared. There was no one standing by the exit thanking all the
customers saying "thank you for flying with us, we hope you enjoyed your flight". I think I will be flying with Skywest next time.

Pregnant Business Passenger & Lawyer: They picked the wrong person to harass
Submitted by: Alana (Posted May 6, 2009)

We are a family of three (soon to be four). We are Australian. Last year I purchased Singapore/Perth return tickets for travel over the recent
Easter Break. We arrived in Perth on 9 April and our 15 month old daughter became very ill on Monday 13 April, 2009.  From the 13th of
April until 15th of April we were in and out of the accident and emergency ward at the local hospital. We were forced to change our original
return flight (Thursday 16th April) to Friday 17 April, 2009 to ensure that our daughter was well enough to travel. I am six months pregnant
and as a surprise (and under the circumstances) my husband arranged for us to fly back business class from Perth to Singapore on the new
date of 17 April. It should have been a good end to a fairly stressful trip. Instead, QANTAS check-in staff managed to make a routine return
flight home a costly, extremely distressing experience for us all. Here is what happened:

I was summarily told at the QANTAS check-in that my passport was suspected of being a fraudulent document.  I was told QANTAS would not
accept my travel documentation.; My husband arrived at the QANTAS check-in and asked for an explanation. Meanwhile, I called the Sydney
number (provided by Qantas) for emergency passports.; The emergency passport representative in Sydney explained that it would take at
least 2 days for me to get a new passport. She asked me to explain the situation to her (i.e., I explained that QANTAS rejected my passport
because the top part of the plastic cover on my passport bio-data page is slightly peeling). She asked me if I had received a warning from
the airline on the originating flight 8 days earlier and she also asked me if Australian immigration had warned me on entry into Australia. I
replied in the negative to both questions. She advised that the decision of the airline was very unusual and typically, the airline would give a
passenger a warning and place a note in the system indicating that the passenger had been warned that the travel document would not be
accepted if presented again. She also thought that the decision of the airline was unusual in that, while the plastic may have appeared loose
at the top, the criteria for customs/immigration to forfeit a passport is the existence of evidence or apparent evidence of the bio-data (or any
other page of the passport) having been altered or attempted to be altered. There is no such evidence of tampering or attempted tampering
with the bio-data of my passport or any other page of my passport. The binding on the passport is entirely intact. The bio-data on the cover
page is clearly unaltered.

I explained to the manager at Qantas check-in "Shelley" and her staff that: (i) I was not from Perth, had no where to stay and no friends or
family in Perth; (ii) being six months pregnant I was loathe to stay in a hotel somewhere in Perth with my sick infant, for four days (i.e., based
on a passport not being available in under a minimum of 2 full working days and the embassy being closed over the weekend) waiting to
obtain a passport when I really needed to get my daughter home to see her pediatrician; (iii) my husband needed to fly on Friday, 17 April in
order to take his flight to China on Sunday morning (iv) I offered QANTAS my Singapore green card (along with a Hong Kong permanent ID
card, QLD drivers licence and an Australian Passport all three documents have photo id and identical "biodata"); and (v) I advised them that
I had flown at least 4 times in and out of Singapore in the last few months with NO issue raised by Singapore immigration; (vi) I offered my
visa card details as surety in the unlikely event of any fine being issued. None of this was relevant. No solution was offered by Shelley and
her staff. f) My husband purchased three tickets on the next flight leaving 25 minutes after QF71. This cost us AUD$1220.88. I am grateful to
Singapore Airlines that we at least got home, as one family, on the day that we needed to leave Australia. Shelley appeared determined to
thwart our attempts to leave and apparently approached Singapore Airlines and attempted to persuade them not to let us on with my
passport. We were told this by the SingAir staff who escorted us up to the plane because of our last minute boarding.

I am a mother, a lawyer and a very frequent traveler. I have never received any comment on my passport or its condition from any airline
representative or any government authority (be it immigration, customs or other authority) in any country. Only eight days earlier QANTAS
had accepted my passport as a satisfactory travel document. Only eight days earlier Australian immigration accepted my passport as a
satisfactory travel document. On 17 April, 2009 20 minutes after Shelley made a ridiculous decision on behalf of QANTAS, Singapore Airlines
accepted my passport as a valid travel document and shortly thereafter Australian immigration waved me through. Six hours after Shelley
made her ridiculous decision on behalf of QANTAS, Singapore immigration allowed me to enter the country as they have done many times in
the past. No one other then Shelley has had an issue with my passport. If I had even suspected that my passport would be an issue I would
have had it replaced immediately rather than risk major inconvenience while traveling with an infant and pregnant! To add insult to injury,
when I asked Shelley and her team to refund our ticket they referred me to the Sales and Ticketing counter.  When I got to the Sales and
Ticketing counter, I was told  that no one has authority to provide refunds on tickets and that I needed to call 131313. I was overwhelmed. It
amazes me that QANTAS policy enables certain decisions (such as passport acceptability) to be made very quickly and easily by QANTAS
check-in staff with no paper work or clearance requirements but that there is no representative from QANTAS at the airport that can facilitate
inquiries regarding refunds (especially for refunds necessitated by decisions made solely and unilaterally by QANTAS staff at the airport). I
cannot remember the last time I wept in public. But that Friday afternoon I was treated like a criminal and my family was punished for it. We
still cannot believe what happened. Its like a really bad dream. Except it did happen and it happened on Australia's premier airline (or is it?).
How can QANTAS possibly stay competitive in this environment with decision makers like Shelley at the front line and policies in place to
support such bad, bad, bad decision makers? Is this really the best QANTAS can offer?

Your Qantas Experience
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