Very poor service as soon as a booking is made. I had to change the time on the last leg of connecting flight 2 months before departure in order to attend a friend's wedding, but were told there was absolutely no way i could do that. I offered to pay for an entire new flight but was told that my luggage would still be put on the original flight during transit. In the end, my luggage were actually returned to me during transit ( don't know why customer service agents think lying is acceptable), and missed out on the wedding even though i could have booked another earlier flight with whichever airline i liked. Cabin crew were uninterested and rude at best, one told off my friend for allegedly having her phone on after landing,and when this particular cabin crew found out it was actually off, no apology was given. The worst service ever received onboard an aircraft. It seems this budget airline thinks that given their prices are lower, it is a privilege to be allowed on their aircrafts, just unbelievable!! NEVER again! NOT worth the little savings you might get!

I recently had to make significant changes to an existing booking via the customer service call centre. The help, advice and service I received made me feel like a VIP. Nothing was too much trouble. I was treated as a valued customer. I was even offered advice about saving money on the change of booking fees. The friendly, professional and personal service is very much appreciated. Many thanks!!!!!

Flew on one of Qantas' old 767s, which really are tired and worn now, on a domestic flight. Flight attendants spent some time working on the disabled toilet door, with a broken vacancy indicator. Sounds like it had been a problem for a while. To be fair, Qantas was planning to move to 787s early - but of course the Dreamliner has been delayed. In the meantime, the 767s provide a comfortable flight, but hardly one which makes you thrilled to be on board. Qantas staff are efficient and pleasant - but again are not trained to make the passenger feel special. The constant mantra is that "safety" is the priority - but, if you think about it, in an emergency passengers are more likely to follow crew instructions if they think the crew are absolutely dedicated to passenger care. Hence, encouraging crew to do more for passengers pays off in more than one way - as many Asian and Middle Eastern airlines have learnt. The question for Qantas now is whether it wants to be a "legacy" carrier - as they call the established US airlines - or to update its aircraft and its staff training to be one of the world's great airlines. Over to you, Mr Joyce.