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Subit Feedback - win $500
15 kids stranded for 3 days by Qantas without food or support
Submitted by: Janie, Posted on Sept. 29, 2008 (Editor's note: Qantas responded 8 weeks later with a general form letter)
Our group of 15 students, including Indian Pilgrims were booked on a Qantas flight to depart Perth airport at 12.30pm on Saturday
12th July to Sydney. Our Group Bookings were made through Harvest Travel as were many other WYD organisations. Our
students arrived at the airport on Saturday 12th July to book in by 10.30am. Our flight was delayed for 15 minutes, then 1 hour,
then 2 hours, then indefinitely due to a mechanical/engineering fault. The service desk offered 1 x $10.50 food voucher per
passenger. This barely covered chips and a drink...after 9 hours wait?? At 5pm an announcement was made that due to curfew
regulations our flight had to be cancelled. We were advised to line up at the Service desk and receive our new boarding passes
and flight details which was to leave at midnight later that night, collect our bags from the carousel downstairs and then queue at
lines 14 & 15 to re book our bags in for the new flight. At this stage our spirits were still high and we kept positive that it was out of
the hands of the Qantas team & that they would do everything in their power to prioritize our kids and ensure that they got to Sydney.
The teachers had a small logistical nightmare and duty of care as many parents had gone home by now thinking that their kids were
on their way, we also had Indian Pilgrims to take care of and a set of parents had also flown out on a holiday presuming that their
child was in Sydney! So the remaining parents & teachers all took on several students to organize meals, showers, rest and
transport. Our group did all that was advised of them without any complaints, including line up at 14&15 only to be told that were to
stand aside and wait for other passengers to book into their flights to be dealt with, and we finally left the airport at approximately
7.30pm - individually as a family $100 poorer due to the disgusting food & parking costs, but knowing that our kids were departing
on the midnight flight and would be in Sydney for a brand new day and to enjoy their experience... we all still had smiles on our
faces. We took the kids home to feed and let them rest for a few hours, they were all still very excited about their adventure. The
group met back at the airport by 11pm to board the plane by 12.30am Sunday 13th July. All they had to do was go straight up stairs
to the departure lounge and wait to board. By 1am there was no change to the advisory board, no change to the QANTAS flight
information line, no announcements and our students were still anxiously waiting. By 1.20am the group started to Board...1 hour
later at approximately 2.30am they were all removed from the plane. The explaination was that the pilot unfortunately did not have
enough hours to fly to Sydney. The service desk then asked those who were able to - to go home and book their flights in the
morning? One of our teachers was on the phone for 45 minutes booking our group back on another flight which was to depart Perth
by 4.15pm on Sunday afternoon. We then spent another 45 minutes waiting for our luggage and to return home. We arrived home
at 4am, getting our students to bed by 4.30am. By this stage our group was starting to get tired and a little disappointed so we
allowed them to sleep as long as we possibly could before waking them at 12 mid day to get organised and meet back at the airport
by 2.15pm. However, we received a call from the teachers saying that the flight had been delayed an hour so we would now meet at
3.15pm. By 2.30pm we received another update informing us that the flight had now been cancelled again and we were now
booked on QF580 departing Perth at 12.05am Monday and we were to meet as a group by no later than 10pm Sunday evening. We
all congregated as a group by 9.50pm and queued to book in. Most of the parents waited up stairs in the departure lounge outside
gate 3. We heard an interesting announcement that they were not doing group bookings as there were too many groups so just to
queue and book in as individuals. So if there were no group bookings they would have done group bookings?? Weird!!
By 11.35pm we became concerned as our students were still in a large queue and they were suppose to be boarding their flight. By
approximately 12.05am (the actual departure time) they made their first boarding call. Some of the parents then went back
downstairs to find out what was happening with our students. 2 other parents remained upstairs and approached the service desk
to ensure they were aware that our students were still booking in downstairs. Once we got downstairs we were shocked to find that
our students who were now last in the line and the only ones remaining in the booking line. Apparently, due to a computer glitch,
they lost our booking and/or it was booked under an incorrect code. They were asked to step aside whilst they booked all other
passengers in and left our students waiting for what felt like forever. Why would they not prioritise passengers who had been
delayed and waiting for so long?? After all other passengers had been dealt with and they started to close checkins, a small crew
remained and commenced dealing with our situation. They informed us that we could go on a waiting list but would be behind 17
other people?? Unbelievable considering this was now our 4th or so flight!! Our teachers who are now a little stressed politely told
them that we had been delayed now over 24 hours and a waiting list was not going to be an option. They then advised us that they
could only get 5 students on the QF580 flight originally departing at 12.05am which was now boarding, but was delayed 30
minutes. Our teachers were obviously not happy with this either as they were concerned that we would then have 5 students
stranded in Sydney if the remaining 10 group members were not able to get on a plane. The Shift supervisor then advised us that
they had ALLl the group on the delayed 12.05am flight. We remained quietly relieved. They were then still experiencing computer
difficulties and said that they were unsure if they could get all of the group on the plane. By this stage my husband who remained
upstairs with another parent approached the service desk as they were giving away standby tickets for the flight that our students
apparently were able to get on, then unable to get on! He explained to the service desk that there were students downstairs that
had been lining up for over 2 1/2 hours (really 2 days in fact) trying to check in were supposed to be booked in on this flight and how
could they be giving away standby tickets. They responded by saying that our group were never ever booked on the QF580...
they then told my husband that our group were only ever on 1 other flight, believe me we have the boarding passes to prove that
this is an incorrect and irresponsible statement My husband then phoned me and asked me to inform the check in agents down
stairs that 15 standby flights were been handed out when 10 remaining group members were still not booked on their flight as
promised. They ignored me and continued trying to get our students on another flight supposedly departing at 1.30am. They did
not want us to rebook the other 5 students together with the remaining 10 students as then they would have to remove their luggage
delaying the plane the QF580 flight further???
Yet they were quite happy to ask us to go home and go back onto a waiting list when we had already been delayed 30 hours. They
also could not communicate to the departure lounge service desk requesting them to hold off with the standbys due to the fact that
we had a priority booking of students still booking in on the flight?? So now it looked like an impossibility that all the group would fly
to Sydney together. Our teachers & parents demanded that if we agreed to allow the 5 group members to take the QF580 flight
that we would have a guarantee that the remaining 10 group members would fly out on the 1.30am flight so there would only be a
1/2 hour difference in arrival times, ensuring our 5 group members who were booked on the QF580 flight now departing at 1am
would not be stranded at the Sydney airport for a lengthy delay. The Shift supervisor guaranteed this so the 5 passengers left to
board the QF580 flight leaving the remaining group members to book in on the 1.30am flight. We spent another 15 minutes
downstairs booking in our students who were now over it and becoming a little irritable and emotional. Once we got upstairs we
were still surprised to see that the QF580 still had not departed and yet we were still waiting for the 1.30am flight. Which had now
been delayed to 2.15am due to toilet issues onboard the plane. QF580 eventually departed approximately just after 1am. We then
sat and waited until approximately 2.30am before our remaining students were boarded their flight. The plane eventually departed at
3.15am and we once again left the airport with another huge parking fee and emotionally exhausted. We arrived home, put our 2
smaller children to bed at 4am, had 2 hours sleep before having to get up and go to work!! Thankfully our group arrived safe and
sound, although very drained, in Sydney minus pretty much 3 days of missed planned activities. Most of these students had
already made a pact that if they had not got on that flight that they would have not gone. We had students that were crying,
exhausted, a little delusional and very disappointed. We had 3 fantastic teachers who kept their cool, remained restrained & polite
at all times but were treated like they did not matter. As a group I would imagine that our school can organize to claim on the
$3000+ accommodation through Travel Insurance as suggested by QANTAS, but we as families are not wealthy and are unable to
afford to pay out car parking fees & exorbitant food costs at the airport let alone a trip like this every day. In saying that we would
not have done it any other way but to spend our time with the group and be by our son's side, to incur the ridiculous costs to
ensure that he was safe and got on that plane to experience what we had worked so very hard for. What is so disappointing is that
our children's trip was cut short and pretty much dampened by this ordeal. We do not believe for one minute that this was a baggage
handling issue, but more the fact that QANTAS was not prepared and did not have the ability to handle the influx of passengers for
WYD, not once did they suggest to passengers to be there 3 or even 4 hours before to avoid lengthy delays in queues etc,
QANTAS staff did not have the ability nor the compassion to prioritise delayed passengers - rather preferring to make them stand to
one side while they dealt with other passengers. The check in terminals seemed to incur far too many computer glitches and some
staff, not all, but definitely too many seemed to be only too worried about, and vocalised it, getting themselves home after a hard
shift!
After our experience with Qantas I would never believe anything that they ever tell you again, whether it be at the check in counter,
service desk or over the phone! Not once did the service desk or checkins ever offer to upgrade or even seat the children together
to compensate them. So we are seeking compensation from Qantas, not only for costs incurred but for the emotional impact it had
on our son's trip and the days he has missed in Sydney. As a parent group we will be discussing everything with our school staff
and seeking further advice on ensuring that our Teachers and Students will be duly compensated for what can only be described
as a Joke!
Qantas to Scared passenger: "No way in Hell you will get a refund"
Submitted by: Bree, Posted Oct. 10, 2008
I phoned Qantas this morning (after explosion on Qantas on July 31st) to try and cancel flights as I am to scared to fly on Qantas
even though my father in terminally ill. I was spoken to my a Matthew on 131313 he was very rude and spoke to me with no respect
he basically told me I had no hope in hell of being refunded and he didn't care about what I had to say.
Qantas Dishonesty creates 35 hours nightmare for ignored passengers
Submitted by: sb, Posted on Sept. 15, 2008
As yet-another unfortunate victim of Qantas' cruel joke of the wage dispute between the mechanics and management, I and many
others suffered this first-hand Saturday when QF 11 went through a 20 hour ordeal at Sydney airport to get to Los Angeles. We as
frequent-flyers stated receiving SMS messages 0900 Saturday of potential delays but to turn up anyway for our scheduled 1320
flight. Turning up at check-in, we were given the news that our flight was going to be "a few hours late" as the plane was in hangar. So
we stupidly checked in and went through security. Upon getting to the gate, we were then informed that the flight had been put back
to 1700, off the side "due to the problem with the mechanics". Come 1530, the flight was again delayed to 1730. Come 1630 the flight
was then delayed to 1930. Come 1700 the flight was delayed to 2100. Come 1800 the flight was delayed to 2200, just before Sydney
airport closing time which was 9 hours post scheduled time. No matter whom you spoke to from Qantas, regardless if you are a
Qantas Frequent Flyer or ordinary punter, multiple stories were told from the staff at Sydney airport, and more infuriating was that
upon checking between 2 people who would approach the SAME Qantas staff member, two DIFFERENT stories were frequently given
on what was going on. There were no offers of booking you onto another Qantas flight, of course since the airline had known since
0900 the flight was doomed, Qantas deliberately did NOT put people onto one of their 3 other flights to Los Angeles or San
Francisco, just stuck all of us with no good reason.
For all the 10 hours of pain we endured, we were given a lousy $ 15 meal token -- accident and crime victims are given more
compensation. Onboard the staff were very surely and outright rude to the most part, smashing trolleys into seats, noisy, a very
"here you go or else" type of attitude -- seems they must be learning from their American counterparts.. The flight landed almost 10
hours late to Los Angeles, where the fun really ensued as disgruntled Qantas/American Airlines staff hurriedly gave you a piece of
paper with what your connecting flight now was. Upon trudging across Los Angeles airport with all your luggage to another carrier,
where you were supposed to be grateful for a flight with them, you then found out that an essential code for reallocating passengers
was NOT on the piece of paper Qantas had forced onto you. If you were successful, which some weren't, the other airline
begrudgingly took you on. Anyone who thinks that business travel for work is glamorous, figure that I spent 35 hours awake over the
weekend to get to Las Vegas for a business conference and am waking up on Sunday AM (having had 2 Saturday's) completely
wrecked. It is time for the government to step in and either put a bullet into Qantas' head, or force this dispute to be stopped.
Passengers pay for the " privilege" of flying and being put through the inhumanity that Qantas is doing is criminal. In any other
country outside of Australia, and the EU, significant financial penalties on a per-passenger basis would have taken effect at 4 and 8
hours of delay, just not here. We don't want to upset the precious Qantas apple-cart. Demands for some form of compensation from
Qantas have been ignored.
Customer: After many calls - Qantas did not give a refund for many months
Submitted by: Ruth - posted July 16, 2008
I booked a single ticket from the Qantas website for travel between LAX and Auckland on 8th June 08. This cost US$1261, which was
paid for immediately on my debit card. I wasn't too happy at the thought of travelling with Qantas, as I have had problems with them in
the past, but price governs much of our activities nowadays. The following day, having found a considerably cheaper route, I
decided to cancel the Qantas ticket. I had to contact their Australian office (there is no other option if you live in New Zealand). I was
told the charge for cancelling would be US300 and would take 2 weeks to be credited to my account. I waited for a month but no
refund arrived. I tried to contact their Australian call centre again on several occasions, but the waiting was never less than 15
minutes. After a month, I managed to get through after being on hold for 25 minutes, where the totally rude operator hung up
within 10 seconds. I rang again, waited another 30 minutes before! Being told that I would have to speak to their US office at a time
when they were awake (due to time differences). I duly rang again at 8am the following day, when I was eventually put through to the
US office, only to be told that they were only beginning to process refunds from 5th MAY! Working on the Qantas timetable, that
means I am unlikely to receive my refund (less their US$300) for 3 MONTHS. I wish I'd had the option to wait for 3 months before
paying them. Never again, Qantas. Your service sucks.
Passenger: Geoff I gave up on you!!
Submitted by: Roger - posted July 15, 2008
Having given up flying Qantas on overseas trips I have had the joy of comparing Emirates, Cathay and Singapore with our dear
friends Qantas.Sorry to tell you Geoff D but you are not world class not by a long way. The above three airlines make a genuine effort
to please passengers and what's more their aircraft are a whole lot newer. I just returned from Moscow to Sydney on Singapore
Airlines on the B777-300 EP and then changed to the A380. I am lucky enough to flight first class so when I look at the comparative
fare and offering of Qantas there is no case to support going Qantas. Why we continue to give Qantas an armchair ride on USA
routes I don't know because they are certainly not serving the public and the politicians should do something about it.
Family: Qantas 'service' woman went psycho
Submitted by: Lira - posted July 12, 2008
We flew as a family of four from Jakarta (one child is 3 y.o), QF 42 on Wednesday night 9 July, 11.00 pm local time. The plane was
delayed for two hours due to injury of one of the staff, which was OK to us because their health and safety is important. Arrived at
Sydney airport we had to do custom clearance and immigration check and by the time we have finished it was 11.00 am Sydney time.
So we have missed the connecting flight to Melbourne that has left Sydney at 9.00 am. When we were waiting in the line at the
international transfer, a Qantas officer approached us and pulled us off the line. She told us her colleague will look after us and just
wait there. After 15 minutes no one came and we could not see the girl. So we asked another officer who then told us to go back in
queue. At the counter, my husband handed the paper work etc. I did not know the officer re-booked us on 18.00 plane to Sydney (6-7
hours wait). I then went to a guy and asked for a ground manager as I did not want to bother the counter officer who was busy. A guy
took me to see her and I asked her is there any alternative for us as we have 3 years old.
I told her it was Qantas that delayed the trip for two hours. Right on, she was so rude and blasted on me that Qantas has no
responsibility whatsoever for stranded passengers and I should read the fine print on the tickets that as long as Qantas took us even
at 12 o'clock at night, that's their responsibility. I said but it was not our fault, how about accommodation or meal voucher? She said
no, it is not Qantas responsibility. Thank you for your rudeness, and I told her she is a f*** bitch. She screamed, yelled, went psycho,
and ordered the security guard to take the WHOLE family of the plane. I walked to the security guards at the security point who were
stunt and blank, did not know what to do. She made herself a joke, chasing me, screaming at me, pointed her finger at me, told me I
need to sit at the corner think the way I had spoken to her. I thought, this was not good if my whole family have to suffer so I said to
her what I have to do, and she said she is not negotiable and that was her decision. I walked to her, she did not want to talk to me,
screaming at me. At that time an officer approached me and I said to him that I wanted to talk to her to negotiate and what I need to
do to put my family back on board. He said to me that she could not do that. I said thank you to him. Back to the security guard I told
them that she has no right to take people off the plane. They were relieved and said that no one has the right to do that. The security
people are so supportive (they saw how she treated me in front of their eyes) and advised me what to do, go to customer service and
asked them alternative and meal voucher, chilled out. They informed me that the guy is actually higher position than her. The security
asked me, by the way, hush hush, what you actually said to her? I told them I called her f*** bitch, and they said, good on you.This
whole incident was regrettable and not necessary. Qantas is a good organisation, with many committed staff who know how to respect
and pay courtesy to people, and said the right thing when circumstances call. My complaint is related to the individual who has a role
as the face of Qantas on the ground, over reacting, abusing her power that she did not have and threatening the rest of the family
not connected with the incident. I would have expected a simple answer like this:Yes, I really apologise for the inconvenience,
unfortunately, our plane is all fully booked, not only because of school holiday but also there is a world youth day. This is the best we
could do for you, we can offer you is meal voucher, go to gate 13, customer service and tell them. It is all so simple and does not cost
much to apologise on behalf of her employer who actually paid her wages unfortunately.Her attitude is rude and not acceptable as a
ground officer (manager?), no respect and courtesy.
I strongly advised Qantas to find alternative person for a role that involve interacting with people. You are there to help, if you can't,
what we need is a little sympathy and apology and not blamed us for something we did not do. Too many of this incidents would have
tarnished Qantas reputation. For your information, we have booked this trip, fully paid in September and November 2007. We are
frequent flyer members and Qantas shareholders in the last 15 years.When we finally boarded the plane at 1800 hours, I was glad I
did what I did. She did not apologise to us for the inconvenient and she deserved it.
Passenger: Profitability before Safety at Qantas
Submitted by: Steve (submitted on-line) - posted June 24, 2008
On Thurs June 6th, Qantas flight QF462 was allowed to take off from Melbourne without a working rear engine. During the pre-flight
checks the captain apologised that the air conditioning was not currently working because the rear engine was not operational. They
still let the plane take off minus one working engine.The captain noted that its ok because the third engine is just for Auxilary power.
When an airline takes risks like this it is only a matter of time before lives are lost. Pay your engineers and fix your planes. We
deserve better.
Qantas Admits using software to Track Customers on-line
From: ComputerWorld Magazine (more at: computerworld.com.au) Posted April 25, 2008
It has been revealed that Qantas uses the SiteCatalyst Web analytics software from Omniture to “allow the company to understand
what information customers are seeking” according to a spokesperson for the airline. The information generated by SiteCatalyst
claims to enable Qantas to identify visitor segments according to trends in and also reveals whether or not visitors are penetrating the
Web site. According to ComputerWord Magazine the new spy software also track users outside the web site by tracking referring
domains, search engine “optimization” and is currently being used in spam e-mail campaigns from Qantas and affiliates.
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| Not affilliated with Qantas airlines - in fact, they hate us |