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“Poor service when cancelling seats after boarding time”
Review of Qantas


Reviewed October 18, 2017 via mobile

Here’s how my flight went on 10ctober:

-Flight from Sydney to Canberra delayed - advised at 1820 boarding time that flight was being delayed. (found out later that plane didn't even leave Canberra so earlier notice of delay was possible)
-Asked Qantas person at gate 13 how long expected delay was and reply was - "Unsure" When I said that's frustrating to be delayed again he said "Deal with it - that's the airline industry"
-$20 credit for refreshment provided at retailer in terminal. 1845 had already eaten but was a nice gesture but did indicate there was going to be more than a minor delay.
-Plane replaced with a smaller aircraft that didn't fit everyone on flight. No detail as to who/why was selected to miss flight.
-Staff spent time to first assist those who were on the delayed flight rather than any assistance for those who were cancelled and most inconvenienced.
- I advised that I wouldn't be able to go to work the next day as I have a 1.5hr trip from Canberra so to go home to get fresh clothes would be a 3hr round trip in the morning and that (longer than to drive from Sydney to home which I was trying to save by flying as I was so time poor). This statement was ignored.
- Provided hotel and $50 credit at hotel.
-photocopy sheet with map of shuttle bus to hotel provided by QANTAS. Told bus every 10 minutes. No phone contact detail for anyone from QANTAS on sheet.
-1950 Waited 40minutes for shuttle bus and tracked down another bus company who said the QANTAS stated company had lost their contract a few months ago and no longer did airport shuttles.
- I negotiated with bus driver to take me and three other people I met in the street that had also been cancelled by QANTAS to Quest hotel.
- Bus arrived at hotel (2.1kms away according to google maps) 45 minutes later as it was a round trip to drop off QANTAS pilot to his hotel first plus some other hotel stops on way.
- 20 minutes to check in by 2135.
- Hotel kitchen closed at 2100. Negotiated kitchen to reopen. Could not eat in restaurant. Had to use room service. Food arrived just before false fire alarm went off and evacuated for 20minutes.
- overnight pack supplied by QANTAS - QANTAS branded tshirt and shorts too small and toiletries are what the hotel supplies
- Raised issue re shuttle bus and some other problems with Terminal Supervisor Rhonda next day. This was the only person who was understanding and offered solution and an interest in fixing the problems in the future. Provided a guest entry to QANTAS club where I had time for a coffee. Thank you Rhonda.
- two days after my cancelled flight I get an email from QANTAS advising of my changed flights. Timely.
- Summary: I finished conference at Circular Quay 1600 arrived home in Goulburn 1300 next day. 21 hours to avoid a 2.5hr car drive in mostly freeway conditions. Brilliant.

    • Customer service (e.g. attitude, care, helpfulness)
1  Thank brendans763
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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6,710 - 6,714 of 13,894 reviews

Reviewed October 18, 2017

Qantas are now operating the latest Airbus 380 -800's from London Heathrow to Dubai, on a code share with Emirates, who have just taken delivery of their 100th A-380 ! The service was good, and they left slightly late, but made up time into Dubai. The seats are simulated black leather, and the seatbelts fasten in a different way from other airlines. Legroom is not brilliant, but is acceptable as long as the passenger in front does not fully recline ! Food was reasonable but not brimming over with imagination!

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Thank flyingdoc1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed October 18, 2017

As one of the two major airlines flying longer distance in Australia, this airline does an excellent job. Using the more comfortable Airbus for this route, we experienced excellent service, staff making the extra effort to make passengers comfortable and going the extra mile to provide food for my wife, who requires gluten free meals. We omitted to order special meals but the staff managed to find a meal which was acceptable. The staff was friendly, all the time with a smile and an encouraging comment. Provision of ipads for each passenger was an unexpected pleasant surprise which helped passing the time during the 4.5 hr flight. Well done Qantas. When we arrived in Sydney we had to transfer to a smaller prop plane for the short journey to Coffs harbour. After check-in, all passengers were hoarded into a bus like cattle into a cattle truck. We were in that bus for approximately 1/2 hour before being driven to the plane on the tarmac. Not pleasant Qantas, probably overzealous to be efficient. Once boarded onto the plane, the service was once again excellent. The plane was very noisy with excessive droning from the props during and after take-off. Fortunately, this flight is a short one and therefore easy to accept some inconveniences. Overall, Our choice of airline for longer trips within Australia

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Thank Opabos
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed October 18, 2017

Firstly their online check-in is useless. I had been allocated an aisle seat right at the back of the aircraft and whilst this was quite acceptable I did want to check what else might be available. The online check in said there was only one other available seat on the plane, almost exactly 24 hours before departure. It turned out that although the aircraft was busy there were quite a number of free seats. The meal was served on a tiny tray with no starter and very flimsy plastic utensils. Surely we have got beyond this pathetic offering. On the plus side the aircraft was very clean, seats were reasonably comfortable and the crew pleasant and friendly. Not a patch on Emirates though.

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    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
1  Thank DougF45
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed October 18, 2017 via mobile

We have travelled Qantas before and again this was a good flight, the only comment I have is that you only have one drink with your meal and then another before landing,airlines advise on staying hydrated but do not offer any drinks in between services. I nice cold drink or a cup of tea would have been appreciated.

    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
2  Thank Shell1770
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC