Cabin crew on this Qantas superjumbo deliver less-than-super service
The airline: Qantas
- Route Sydney to Johannesburg, flight QF63
- Frequency Four times a week from Sydney
- Aircraft Airbus A380-800
- Class Business; seat 26K
- Flight time 14 hours and 40 minutes, departs 75 minutes behind schedule
Checking in
Qantas’ self-check-in kiosks appear quiet, but I try my luck on the humans at the face-to-face priority check-in instead. There’s a joint queue for first, business and premium economy passengers, but it’s moving very fast and staff are friendly and efficient. I’m at immigration in a matter of minutes.
Baggage
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As many checked bags as you like with a combined total weight of up to 40 kilograms for business class, with no single piece weighing more than 32 kilograms. I can also take 14 kilograms worth of carry-on luggage, either a standard piece with a maximum weight of 10 kilograms and one personal item, or two small pieces and a personal item.
Loyalty scheme
Qantas’ Frequent Flyer program is part of the Oneworld alliance. The airline recently announced changes, such as status credit rollovers for certain memberships. You’ll earn about 12,000 points each way on this route.
The seat
There are 70 seats in the business class cabin on the upper deck, arranged in a 1-2-1 configuration, and I choose 26K closer to the rear of the cabin. A and K are true window seats and more private, with the console positioned between me and the aisle. The fully-flat seat is two metres long and is generous, if a tad firm, with a width of about 23 inches (59 centimetres) as a seat and 24 inches (61 centimetres). The window seats also benefit from multiple side storage compartments. The RM Williams amenities kit (a new collaboration with Qantas) includes black socks and skincare by Grown Alchemist. Bedding is by Australian designer David Caon, but there are no slippers and the mattress is thin. The butter-soft Qantas business class grey PJs are still as comfy as ever.
Entertainment + tech
There’s no Wi-Fi on this flight, but there’s plenty to watch on the 40-centimetre seat-back screen, including a section dedicated to Australian film. Business-class passengers get noise-cancelling headphones and the seat has USB charging and AC power outlets.
Service
Business class feels under-crewed. It’s 40 minutes after take-off when they first make contact with me. The meal service is painfully slow; they forget my pinot and miss me at bread service. One of the crew is so indifferent that she makes no acknowledgement nor eye contact when serving me. On multiple occasions, I have to press my call button repeatedly before I can rouse anyone. The A380 has a social lounge bar with booth seating if you wish to share in your sorrows.
Food
By the time the crew come around to take my order, they’ve run out of both my choice of starter and main. The upside is the tangy mushroom casareccia pasta with red-wine braised mushrooms and Persian feta is absolutely delicious, as is the Gaytime-esque Pat and Stick’s ice-cream sandwich with vanilla lace. Refreshments and a light dinner are served later on. There is no comprehensive wine list, which seems like a disservice to our nation.
Sustainability
As well as committing to net zero emissions by 2050, Qantas has set an interim target to reduce its Scope 1 and 2 greenhouse gas emissions by 25 per cent from 2019 levels. Qantas and Airbus have recently announced a major investment in a sustainable aviation fuel project.*
One more thing
The airline recently launched a website that makes it easier to find and book international Classic Flight Rewards, flightrewardfinder.qantas.com
The price
From about $9000 return in business class.**
The verdict
The aircraft and food are fantastic, but the largely absent service significantly dims the experience.
Our rating out of five
★★★½
The writer flew with assistance from Bunnik Tours and upgraded using her own frequent flyer points.
*For more information about air travel and sustainability, see iata.org
**Fares are based on those available for travel three months from the time of publication and subject to change.
Jenny Hewett is a Sydney-based freelance travel writer who has lived in South-East Asia and the Middle East, and loves nothing more than being among nature and wildlife.