Awful Qantas Business Class Check-In Experience for Ill Wife

[Baysider]

I have just seen my wife off at BNE domestic at the start of a BNE-MEL-SIN-LHR-CPH journey in Business class. She has significant cancer damage to her spine and Special Assistance was requested in her booking. We had a number of distressing problems with her check-in.
(1) Online seat selection was never available for the MEL-LHR trip, the screen would say "advance seat selection is not available for this flight, please select seats at check-in". So my wife, with very limited mobility and considerable pain on standing and walking, was unable to do seat selection to pre-select seats alongside our daughter with easy aisle access and as close as possible to toilets, etc.
(2) Online check-in for BNE-MEL and MEL-LHR-CPH was never offered either under her QFF login or Manage My Booking. No reason was given, the Online Check-in button just did not appear. So my wife, with very limited mobility and considerable pain on standing and walking, was unable to check-in prior to arrival at BNE domestic, and unable to go directly to bag-drop.
(3) Upon arrival at BNE domestic we found no assisted check-in counters no longer exist, and the electronic check-in would not check my wife and daughter in either. In great pain my wife made her way to a person at the far left of the check-in area, only to be told that she had to go to a counter at the far right of check-in. By now she was in agony.
(4) Despite having Special Assistance (wheel chair, etc) in her booking, to this point we had still been unable to find a "human" to provide this special assistance.
(5) Not surprisingly at check-in the remaining seat selection options were limited. Despite the Special Assistance annotation in the booking, the counter attendant initially just gave my wife and daughter the first seats offered for MEL-LHR. These were several rows away from the toilets. Only after my firmly pressing the point were some seats nearer the toilets offered.
(6) Only after check-in was complete was the wheelchair fetched for my wife, who by this time was sucking on an opiate painkiller stick after having been standing and walking for over 20 minutes. The painkiller had been reserved for the time that she would have to sit upright prior to, during and after take-off.
(7) My wife finally boarded the BNE-MEL flight in extreme agony. A very distressing start to a 33 hour journey. We had really hoped that she could have at least made it on to her first leg in a relatively comfortable state. Qantas certainly ensured this was IMPOSSIBLE.


I'm immensely distressed that even with a Business Class booking with Special Assistance my wife could not get to her flight in comfort. Had she been in Economy with no Special Assistance, and simply been able to check-in online, she would have boarded the flight in a far better condition than she did with these "supposed" perks.

 

[Pushka]

Firstly, can I say that I am really very sorry for the distress and pain of the wicked disease called cancer. I am sure most people on this forum have had loved ones who have suffered from this dreaded disease, if not their own personal battle.

Of course your wife did not receive good customer service and it seems that the way of modern technology is to remove the human element. But when that also fails it makes for a miserable experience. Even for the able bodied.

The thing that does concern me though, is whether, with the distress and pain your wife experiences, that prolonged travel will always be a difficult option for her and that perhaps it might be unrealistic to expect that she will not continue to experience distress whenever she travel regardless of how well she may be served? I can say that because I suffered a disc prolapse and spinal surgery in my late twenties and I could not bare to even think of travel for at least five years after that. So I didn't.

I am also concerned that at some stage the staff may even feel she is not medically fit to travel?

 

[ozmille]

Sad to hear what happened. I have a friend who is in his 20's and has an aggressive form of cancer and they bought one of those fold-able wheelchairs to keep in the trunk of the car for when necessary. This might help you in the future so your wife would at least not have to walk and stand during the whole check in process.
Did you call QF for seat selection after you bought the ticket?

 

[Baysider]

The thing that does concern me though, is whether, with the distress and pain your wife experiences, that prolonged travel will always be a difficult option for her and that perhaps it might be unrealistic to expect that she will not continue to experience distress whenever she travel regardless of how well she may be served? I can say that because I suffered a disc prolapse and spinal surgery in my late twenties and I could not bear to even think of travel for at least five years after that. So I didn't.

I am also concerned that at some stage the staff may even feel she is not medically fit to travel?

She is actually travelling to Denmark for treatment - she would prefer not to have to make a journey of this kind but they can no longer help her in Australia.

 

[Baysider]

Did you call QF for seat selection after you bought the ticket?

No, foolishly assumed it would eventually be available online.

 

[nlagalle]

Very sorry to hear you had such a bad experience. I have organised special assistance for someone before and they were really good.

Was everything booked on the one PNR? or were the legs separate?

i'm guessing that they may have been on the one ticket which is why the electronic checkin didn't work. checking in at the international transfers desk would have done the trick (although most probably don't know).

I've also had where i couldn't select seating so i have called up and had it done for me.

Perhaps the online checkin didn't work as you had selected special assistance? Just a guess.

I'd suggest writing/calling and providing feedback on the points you raised.

 

[casanovawa]

I think if it was that important to get the right seats I probably would have called up to ensure they were booked ahead of time... I'm flying in May/June next year and just called up the airlines just today to select my seats to ensure I get window ones..

But yes, pity it couldn't have gone a whole lot more smoothly....

In future, just for your reference, for what i think should be less than $3000 in miles (over probably a couple of 100% bonus point offers) you could try and book a first class ticket to Europe of wherever flying * alliance... On those F tickets attendants in Thailand seem to be waiting for you at the plane and at the lounge to drive you to and from your plane etc, etc, etc... Maybe the service on that airline and Lufthansa etc might be a bit better for someone so mobility restricted???

 

[markis10]

Edit - question already answered, no call made, this should have at least solved some issues! I agree with the new check in changes re availability of staff, its not clear where to go and who to see and it does appear to be staffed less than previously, a sign of the times. Perhaps a assistance help desk needs to be placed near the entrance, as in the group check in area? Food for thought!

 

[Baysider]

Was everything booked on the one PNR? or were the legs separate?

Yes, all on one, but with BA flight numbers (however BA website said check-in via Qantas website was required).

I'd suggest writing/calling and providing feedback on the points you raised.

Qantas has received a very similar message to my first post via online feedback.

 

[haydensydney]

I do feel for your wife however BNE-MEL-SIN-LHR-CPH seems like a very long way to get to CPH... wouldn't EK route BNE-DXB-CPH be a more easier route for those who a immobile? Why was such a long route used in the first place (was it points availability?)

 

[Baysider]

I do feel for your wife however BNE-MEL-SIN-LHR-CPH seems like a very long way to get to CPH... wouldn't EK route BNE-DXB-CPH be a more easier route for those who a immobile? Why was such a long route used in the first place (was it points availability?)

Best business class fares (companion deal) and shortest connection times. Otherwise BNE-DXB-CPH or BNE-BKK-CPH would have been ideal.

 

[UP4014]

Always distressing seeing a loved one in pain, I know myself.

One thing that seems to be an issue is the walking around at the airport for checking in, both my elderly parents enjoy getting out and can walk just, but, I keep a wheel chair in cupboard at home (they aren't that expensive for a basic push along one) and I take it with me if we are going somewhere like an airport (museum, art gallery) where we all know there is plenty of distance that needs to be covered.

While the service wasn't up to expectation with someone in this terrible condition I would certainly have recommended making sure you take what you need to get around the airport youself, full service airlines are very good at making sure disable people are accommodated but you need to be checked in before you get acknowledgement. Not so good, but that seems to be the way it works.

Best of luck.

Matt

 

[ashleyn]

It's too late now but the message coming from everyone seems the same, if you have needs outside of the 'norm' get on the phone and introduce the human element.

 

[docjames]

BNE QF domestic is a terrible place to check in.

Last week mrsdoc queued for 35 mins to checkin for J - unable to OLCI/electronic checkin due to travelling with minidoc whom she had to stand and hold in the queue because BNE QF wont allow gate check of strollers so it was all folded ready to go. Add that to the staff member in QF Valet whom when she asked for assistance with luggage just pointed "you can use that trolley" - real helpful. It would have killed them to help wheel the trolley near the car and/or to the check-in counter. But they were clearly busy tapping on their computer it seems.

Somehow in MEL you can gatecheck the stroller, and get served reasonably quickly, and find someone on the floor to assist with electronic checkin etc, but in BNE you can never seem to find any staff, and the desks are not easily identified which is the priority queue (and yes, confirming the 35 min wait was in the priority line). I wonder if it's outsourced to different companies, or BNE QF stuff just need a kick up the behind.

End result: IMO QF ground needs to lift it's game in BNE Domestic (I dont care whether it's outsourced or not). mrsdoc will be booking Virgin for her next work trip as a result.

Sympathy to the OP (and wife), but I wonder if his wife's experience would have been different if embarking from either BNE International or another domestic port.

 

[drron]

Certainly not acceptable service.
However a ring to customer service would probably have helped as soon as you couldn't select seats online.
I also dont think this is always BNE's level of service.The last time I was checking in at BNE domestic things were fine.I walk now with a pronounced limp.A QF employee came over to me as soon as I walked in the door asking if they could be of assistance and though I said I was OK proceeded to take down the barriers so I could get to bag drop quicker.

 

[yo yo ma]

Despite having Special Assistance (wheel chair, etc) in her booking, to this point we had still been unable to find a "human" to provide this special assistance.

I understand your situation but unfortunately you neglected to ring QF prior to departure as you were required to do.

No, foolishly assumed it would eventually be available online.

The QF website clearly states:
"To ensure a consistent service is provided, you should make us aware of what level of assistance you require from us at the time of booking.

If you book via the Internet, contact your local Qantas office immediately after you have purchased your ticket to confirm your specific arrangements. If you are booking by telephone, please discuss your needs with your Sales Consultant."

Mobility assistance information for travel on Qantas

Might be an idea to contact them now to ensure the return trip goes well... all the best with everything.

 

[Baysider]

I understand your situation but unfortunately you neglected to ring QF prior to departure as you were required to do.

The QF website clearly states:
"To ensure a consistent service is provided, you should make us aware of what level of assistance you require from us at the time of booking.

If you book via the Internet, contact your local Qantas office immediately after you have purchased your ticket to confirm your specific arrangements. If you are booking by telephone, please discuss your needs with your Sales Consultant."

Mobility assistance information for travel on Qantas

Might be an idea to contact them now to ensure the return trip goes well... all the best with everything.

Mobility assistance was requested and this appeared both on the QFF login and also prominently on the boarding passes when they were printed at the counter. No excuses for Qantas there I'm afraid.

 

[Pushka]

I am sure everyone here wishes your wife the very best in treatment and care whilst overseas. It does seem that she does have quite significant extra needs as opposed to someone who just has the usual mobility issues so as people have mentioned, personal contact must be the way to go for future travel and not to rely on the system to get it right. While Qantas systems did let you down, they were not really advised of the extent of your wife's situation so while I am not a Qantas fanboy by any stretch, I am not sure they are entirely to blame. All the best.

 

[rockyroad]

Mobility assistance was requested and this appeared both on the QFF login and also prominently on the boarding passes when they were printed at the counter. No excuses for Qantas there I'm afraid.

I would assume Special Assistance was a human provided service and not a computer provided service. As a WP my first action would have been to ring the QF Platinum Desk BEFORE booking anything to understand how the process works and to ensure the required Special Assistance was provided. How can you blame QF if you never told them what Special Assistance was required before you arrived at the airport? QF Special Assistance can't read minds. In your defense, walking in your shoes would not have been easy. Stress can make us all do irrational actions. I'm sure your stress level was highly elevated.

I do hope your wife gets the treatment she needs to fight the cancer and it is successful. Good luck and best wishes to your wife, yourself and your family.

 

[Baysider]

I would assume Special Assistance was a human provided service and not a computer provided service. As a WP my first action would have been to ring the QF Platinum Desk BEFORE booking anything to understand how the process works and to ensure the required Special Assistance was provided. How can you blame QF if you never told them what Special Assistance was required before you arrived at the airport? QF Special Assistance can't read minds.

It was actually stated as assisted wheelchair provision on the internet. The missing factor was any suggestion of a human interface at the Brisbane domestic terminal.