Qantas Freight.

I regularly fly the QANTASlink route from Sydney to Armidale which uses the gates where you catch the bus to or from the plane. I'm not sure what's happening lately but the situation when the bus gets to the terminal is absolutely chaotic! Arriving from Armidale on Saturday morning, the bus got us to the gate normally - the driver got out - and left us locked in for almost 15 minutes. Meanwhile, other buses arrived, and passengers happily got out and went on their way. At least 5 staff were standing around chatting and (it looked like) arguing - ignoring us altogether. Of course, most people were standing, and an older couple were clearly getting concerned - zero communication. When we finally escaped and made the 5 metre walk to the gate, I asked what the problem was - no response. If this were a one-off event, I wouldn't care - but it's a regular problem- all the regulars on the bus confirmed that it's happening more and more - so the journey from getting off the plane to getting into the terminal is taking half as long as the flight! Sort it out QANTAS- just because you have a monopoly on the route doesn't mean you can serve up this sort of service.

Nice airport. Available cafes around the lobby and gate. Though it is not a huge airport, yet it is comfy and not too crowded for it wasn't a high season when I went to it. And the changing gate with a slow information through the apps almost made me left by the plane😂 Luckily I got it in a last seconds and ran fast to the right gate. Phew. What an experience

I never write reviews — but my repeated experiences with Qantas Freight have been so frustrating and unprofessional that I felt I had to speak up. Over the past few months, I’ve made multiple visits here, and every single one has been consistently unpleasant. The entire process feels needlessly difficult, and the lack of basic customer service is honestly shocking coming from a company under the Qantas name. Let’s start with the security checkpoint. I always try to be polite — I’ll say “How’s your day going?” — and every time, I get nothing back. That alone wouldn’t be a big deal, but what follows is borderline hostile. The way they bark questions like “What company?” and “Where are you going?” feels more like a police interrogation than a workplace check-in. It’s unnecessarily aggressive and sets an unpleasant tone for the rest of the visit. But the real issue is the front desk staff at the drop-off/pick-up area. On my last four visits I’ve had to wait 15–20 minutes each time just for someone to come out and receive the parcel. No bell, no buzzer, no indication anyone even knows you’re there. I’ve had to call the phone number while standing at the desk just to get someone to show up — and even then, I waited another 10 minutes. When I politely suggested they consider installing a bell or some way to alert staff that a customer is waiting (since we’re all working professionals too and don’t have time to stand around indefinitely), I was outright ignored. When I asked if she heard me, the staff member barely muttered “yeah?” without even looking up — no apology, no effort, just complete indifference. It was genuinely rude. Look, I understand the environment may be stressful, but that doesn’t excuse this kind of behavior. The staff here seem outwardly rude and disinterested, like dealing with people is a burden to them. There’s zero urgency, zero courtesy, and zero effort to improve what is clearly a broken customer experience. If you can avoid Qantas Freight, do. If you’re forced to go, prepare for long waits, cold staff, and no sign that anyone is remotely interested in doing better.

Nice and polite staff, but they need to open more counters for processing the paperwork.

If you want an experience in how not to treat your customers then this is the place to go. Confusing signage, the front line person continued on an obviously personal call for 8 minutes while I waited, ended the call and walked to a work station casually asking "do you want anything?" Then he said I'll see you on the dock(where I had spent the last 30 minutes) I eventually worked out that all the staff behind the mirror glass could see me and had not done a thing. It took 50 minutes to finally bring my freight out from the back area (1 box). Covid or not this place needs a shake-up!