Qantas

Complaints

To whom it may concern, We recently flew from Dubai to Prague. When we boarded our flight from Dubai, I was separated from my family, We had all purchased ‘extra leg room’ seats. However, I was seated alone, at the rear of the plane. We informed The flight crew, showing them the printed ticket and the Emirates app which showed this purchase. Two men came on board, (I presume from Emirates ground staff) and proceeded to very loudly, berate me, that our paperwork didn’t correspond with theirs! My daughter asked if she could step off the plane in order to access wifi, and show the proof of purchase. Well the response was no, ‘step off the plane and you will be removed from the aircraft’. There was no reasoning with these men, even though I had the printed information! All of this was going on in front of a plane load of passengers, embarrassed, I was totally mortified, being told I was fraudulent and basically lying. I was told to return to the seat in back or I would be removed from the plane! Their behavior was bullying, horrible and intimidating! The level of abuse to my daughter and myself was appalling, and quite literally put a damper on our holiday. Simply DREADFUL. The flight crew were also horrified by this behavior. They could clearly see the empty seat was allocated to myself as per my paperwork. I would especially like to thank Erini (pur 402076), Ghana (csv 421842) and Marinette (csv 422089) for their help, understanding and compassion In this matter. I am 78 years old, with a heart condition, I wonder what would have happened in the event of a heart attack?

My itinerary was: BOOKING REF: VUWJUZ Tickets were flexible Premium economy fares or business class fares in the case of Jordanian Air. Sunday 14 April 2024, 9am: Fly Rome to Tel Aviv on Italian Air and work in Israel/Palestine Until April 24. Thursday April 25 fly Amman, Jordan to Bkk on Royal Jordanian Airways ETA Bangkok 3:15pm Friday 26 April connect with Qantas flight QF296 Bkk to Sydney. On Sunday 14 April at 5am flights into Israel and Jordan were cancelled and airspaces closed on account of Iran's attack on Israel. Efforts to contact airlines to change flights failed - it was a Sunday and offices closed. I had to vacate my Rome hotel and booked other flights back to Sydney. Obviously if I could not fly into Tel Aviv or Jordan my flights out of Jordan were impossible. I made multiple efforts to contact my booking agent (Booking.com & their proxy GoToGate), Qantas and Royal Jordanian airlines. The airlines said I must contact my booking agent, the agent said I must contact the airlines. Several calls were made being bounced from one to the other. Eventually I was escalated for both airlines and advised by Jordanian Air that I was eligible for a full fare refund. Qantas Agency Connect Department also advised I would receive a full refund. These were communicated orally but I requested they be documented in their communication record with me. Monday 22 April GoToGate advised in writing that a refund would be made according to their and airline rules i.e. fees would apply. My travel insurance does not cover these events - they were due to war and there is an exclusion clause. OUTCOME SOUGHT: I have incurred significant additional costs flying from Rome to Sydney on the only available flights on Sunday 14 April (via Istanbul and Bkk). I purchased a flexible ticket because I anticipated there could be travel disruptions. I want a full refund of both flights. thank you and good luck.

Our flight (2 people) from Sydney to Coffs Harbour at 8:20am this morning was cancelled. We were rebooked on the next flight at 9:35am. On the next flight, the plane turned around halfway and came back to Sydney. We have been rebooked on a new flight leaving at 1:30pm.

Late Sunday afternoon 26/11/23 after researching for weeks we decided to make a large booking with our family for a trip to the USA. I spent nearly 15600 dollars with Qantas. Woke up Monday morning and realised that Qantas had dropped a massive sale - upon reading my ticket conditions it said I could cancel my ticket within 24 hours and be entitled to a full refund. I did as such and got all the emails to say cancelled and my refund was received by my bank ING although it was uncleared funds. I then transferred extra money in to purchase the fares again at the sale price. On my bank statement you could see the pending payment for the new fares. I then checked my bank account on Wednesday 29/11 to see if the money had finally cleared - which it had - BUT Qantas had then settled the fares of the transaction with the OLD fare that I had purchased - including the old ticket numbers and the pending amount for the cheaper amount had disappeared. I spoke with ING and QANTAS with very lengthy wait times. QANTAS advised that it was INGs fault for releasing the wrong amounts to QANTAS. ING advised that it was QANTAS fault for requesting the wrong electronic settlement be finalised. Going back to QANTAS to request they fix their error - and after another 5 hours on the phone - I was told by one representative that I would be getting a refund and would get an email to confirm as such within 30 minutes. After waiting 5 hours for the email I rang back and was told - no there is no refund coming - QANTAS haven’t taken any extra monies even though I have the evidence in my bank account that they have. I was then told that my account is settled for the new booking and that the amounts that have been taken will be reversed in 7-10 working days - even though ING told me no they wont as they are not pending anymore they are completed transactions. Long story short QANTAS have made me lose a day of work attempting to fix their error, told me that no there is no money coming back and also taken 2870 too much from my account for the tickets I purchased rightfully at a sale fare value. I want my money back in my account not sitting with QANTAS.

2 weeks of waiting/calling respectively for Qantas to transfer my mothers ( lives in aged care) FF to my sister. Mother now resides in residential care, they have spoken to her. They then asked me to go down agn so they could speak to her n then did not even require her to speak. They have all relevant documentation, FF associated with bank details, pension no and EPA.Mum cannot recall her IPAD password hence we cannot answer the emails to her address she no longer uses …. There is no resolution pls advise,thanks Jane

Back in August 2012, we were booked on flights to Darwin. On the Saturday 14/8/21, we went into total lockdown and we were to fly out on Monday 16/8/21.Obviously we could not go by no choice of our own but the airline insists that because the plane actually took off, then we cannot get a refund. Because we booked inadvertantly with e-Dreams, I have now been tooing and froing between both companies and neither wants to give me my money back. Qantas has since changed it's tune about refunds and agreed to pay, but insists we go through e-Dreams who now say they can't contact Qantas and it's up to me to pursue. Mind you, they have already taken their fee... I am normally a patient person, but the frustration and stress is beginning to take it's toll. Communication gets lost in translation, and when I ask questions, they claim they don't understand. Also,

I purchased a ticket from Qantas. I contacted Qantas prior to purchasing alternative tickets and they promised me that I will be receiving a refund and they have lied to me about giving me my refunds I have in writing to check my bank account for the refund and I have only received the gst refund and not the rest of the money. I have hundreds of interactions about getting this sorted and they are not helping. They are ignoring my emails and requests. I need help