Qantas Freight Francis Briggs Road, Melbourne Airport, Victoria 3043

"Easy to book and quick check in for my pet in Sydney. A bit tricky to find the pick up location in Melbourne, and the staff sent me to the wrong door but we got there in the end. Pet was understandably grumpy but is settling in well. Overall a handy service - a bit pricey but an easy way to transport your pet interstate."

"Had to meet the courier there the gate attendant let me in but shouldn't have I was supposed to wait outside for the courier."

"I had a terrible experience with Qantas Freight. I recently moved to Melbourne and decided to use their service to ship three boxes a few days before my departure. The boxes were delivered to the Qantas Freight distribution center in Melbourne one day before my arrival, and I received a call from them informing me that I could come and pick them up. Excited to get my belongings, I rented a car and went to the distribution center. However, the front desk only had one staff member, and the service was incredibly slow. Despite there being less than five people in front of me, I waited for two hours. When it was finally my turn, I was informed that I couldn't pick up my boxes that day and had to go to the nearby customs office to clear the goods. After completing the customs clearance, Qantas Freight had already closed, and I wasted an entire day of time and money on renting the car. Four days later, I received a call from them, informing me that my boxes were ready for pick up. I went to the distribution center once again, only to be told that I had to pay a storage fee. Apparently, Qantas Freight's "five days free storage" includes the time spent waiting for customs clearance. So, if you don't want to pay extra storage fees, you must drop everything and rush to clear customs on the first day you receive the call, then pick up your goods within 3-4 days after clearance. Otherwise, you'll be paying extra fees. Overall, my experience with Qantas Freight was extremely frustrating and disappointing. I do not recommend this service to anyone."

"29/09. Went to collect my pet cat that had flown in that morning from NZ. I allowed the recommended time, 2 to 3 hours for processing. Aircraft landed at around 1006am, I arrived at Qantas Freight/Melbourne Freight Terminal at 1245pm, got my customer service ticket, I was 8th in line. Only one person serving & she was slow with her admin work. She was relieved by another, who obviously doesn't really work frontline. I was next with no 58. By that point it was after 2pm. She then called out no 60, I asked how come you're jumping numbers, the reliever replied, it goes by shipping & loading weight?? I'm there to pick up my cat, unlike the delivery/pickup drivers who were there for heaving loadings. The original server returns from her break & straight calls 61, again I say hang on I have number 58, I'm being overlooked. Luckily another lady had come to serve a guy before me who all he wanted was to purchase a crate for his pet. She then served me. By the time I had collected my pet cat it was 320pm. So for approx 5 hours from landing, my pet cat was in the Freight warehouse. Thank goodness she was in great condition when they brought her out. The reliever who came out to take over the one person serving, no one wants to hear your mad tone, & your snapping at the other lady who was sorting the crate with another customer. Funny how after I was served, a little later on you asked if anyone was helping me??? The one server, yes you look great in the Qantas uniform, you presented well, but man you had drivers who looked like they had deadlines. Process faster! Or advise us, apologies with delays. We understood it was just you! But man, no sense of urgency. There was only like 8 of us. Feel sorry for the driver who was there before me & still there when I finally got clearance to collect my cat. Also your one & only phone number for Enquiries on your website. On hold for over an hour, thank goodness for ear buds, still carry on with other stuff whilst on hold. Rang twice. Yep, not a good day that day with Qantas Freight."

"Sitting here at the moment 1130am, 1/6/22 not a single person serving one person walked in gave everyone waiting a dirty look and walked out. Never seen worse customer service than this company has gotten worse with its customer service. I freight approx 20-30 shipments of animals a year Staff hate their jobs time to start freight my animals with virgin qantas freight has lost me. 6 people waiting and havent even been acknowledged."