The worst consumer experience of my life — and I mean that literally.
As a loyal Qantas business customer, I never imagined I would be sitting in Brisbane Airport on my departure day, physically unwell from stress, not knowing if I can even board my own flight. My family won't leave without me. We are in limbo. Again.
When the Middle East conflict grounded Emirates and DFAT issued a Do Not Travel advisory for the UAE, Qantas's response was to demand a fare difference four times our original booking to reroute our family of four. Not an apology. Not a solution. A bill.
What followed was weeks of circular complaint portals designed to prevent escalation, phone teams refusing to assist, and a formal legal notice to the CEO that should never have been necessary. The CEO received and read that notice within minutes. No one ever called.
We eventually got our reroute — but only after I fought for it relentlessly. And on departure day, the reroute wasn't even recorded in their system. My family couldn't check in at Cairns. Staff at Brisbane refused to speak to me about a known, foreseeable issue until check-in formally opened.
I am still here. Still waiting. Still don't know if we're flying today.
Two loyal business customers. Weeks of severe, unrelenting stress with a direct impact on my health. Zero proactive communication. Zero accountability. Zero follow-up from the CEO.
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