I dunno, that's a bit harsh and most likely coming from someone who hardly spends any money on the airline and hence is (rightly so, I would add) at the end of the queue.
I'm certainly no Qantas fanboy and had my fair share of issues over the past two years with trying to obtain refunds, canceled flights and so on. But we all had issues during this time and Qantas at least had the decency to provide refunds AT ALL which is not a given in the wider world of airlines during Covid. Actually, look no further than over the ditch where Air NZ is continuing to refuse any refunds whatsoever and somehow still is regarded as one of the most highly respected companies in New Zealand.
As a WP and above, you usually get through to someone in a reasonable amount of time- not everyone will help you, especially if you're out of luck and end up off shore but with a bit of trying and learning when is the best times to call, you'll manage. Once I've ended up in an Aussie or Kiwi call centre, I almost always have received service somewhere between extraordinary and friendly or, on the other end of the scale, cold but still professional. Not to speak of service in the air and on the ground where Qantas is way ahead of anyone else flying in Australia. And again, I had some particularly nasty experiences with certain Qantas dragons who clearly are in the wrong profession. But they are, for the most part, the exception in my experience.
