QF636 SAGA!! How do I ensure this gets looked at?

[Fruitcake]

One thing that I don't understand - how do you land at a closed airport?

The passenger terminal (and other services) might be closed but the airfield is still 'open'. I think the OOL tower closes at 2300 (when curfew starts) but even after that the field would continue to operate in the same manner as any other uncontrolled airport.

 

[markis10]

Wow. Thanks everyone!

I was expecting to be told that I was overreacting!

To answer some of your questions:
- there were no AFP around. The airport was completely deserted. I did not see anyone who was not on the plane with us.
- there were about 40-50 people on my bus I think. There was a second bus carrying more passengers which we were told was about 30 mins behind us. This would have arrived about 10 minutes after I got into a cab should it have run on time. I have no idea how they would have gotten home. Especially those going to the Sunshine Coast etc.
- I've seen lots of examples where QF have gone out of their way to help people in situations like this. Which is why I want them to look into what went so drastically wrong!

I'd have done a few things differently:

- always ask for names of people you speak to, and a direct number to call back should your phone drop out
- call local police on their non-emergency number, describe the situation and the pax, ask for a patrol to attend.
- call Brisbane Airport security (should be listed on their website?)
- social media is there. use it.
- escalate! always escalate.
- I wouldn't have... encouraged... the bus driver to leave. A bus is at least warm and secure.
- could there have been people on the plane who hadn't been processed by Customs / DIAC? that would have been another avenue to gain attention.

No need to call security or AFP, all the passengers were under surveillance and probably in one of the safer places to be in Brisbane to be perfectly frank, had something gone wrong an AFP van could have been on site in two minutes, they have a 24 ops centre at the ITB.

 

[Saintza]

Wow, what a horrible experience! I hope Qantas / Red Roo can sort it out for you. I'm wondering why BNE didn't slot your plane higher in the queue when it was starting to run low on fuel though, seeing as that's what they were doing when slotting other planes low on fuel in the queue above yours.

 

[mbeder]

What a story! You have our sympathies...it sounds like you kept calm and reasonable throughout the ordeal.
Looks to be one of those random 'Black Swan' events that come along when least expected and truly test the limits of a business...and in this instance Qantas and all the related parties (airports, taxis, buses, etc) were found wanting. Let's hope that Qantas look into the situation and provide some sort of adequate compensation...although getting back something that will equate to the wasted time & frustrations will no doubt be tough!

 

[adrianb]

Just WOW! I sympathise for you and your fellow passengers on the flight. Agree with many here who think this sort of treatment of a plane full of people is bordering on negligent. God forbid someone had some kind of medical emergency or something. I understand things can and do go wrong, but for a plane load of people to be essentially forgotten about is terrible. I really hope everyone is somehow compensated and, more importantly, that it isn't allowed to happen again.

 

[BD1959]

A truly appalling set of events, not least of which is the complete lack of response by Qantas for two weeks.

I've always stated that you judged an airline not by what it does in it's normal course of events but how it handles exceptional circumstances. Frankly I'm truly shocked by the way that QF have consistently dropped the ball on this one, not least because I have been the "victim" of a few iirops over the years and Qantas have *always* proactively resolved the situation - one of the main reasons I've been so loyal to them over the years.

QF really need to look into this instance for a number of reasons:

1) They need to make good against the not-inconsiderable bad-will this episode will have generated for ALL of the passengers of this flight

2) The situation at BNE is ongoing (there are countless anecdotes on here, I was delayed in a stack by about an hour last December - the last time I flew into there in the evening): are fuel reserves adequate; why were other flights provided fuel-emergency priority but this flight not; etc

3) There *obviously* is a systematic issue if a Customer alerts their one contact avenue to a serious, immediate, customer issue and that call centre does not have the process/training in place to refer the issue to the Ops Centre

4) There *must* be SOPs in place for aircraft having to divert to a "closed" field due to low fuel - especially when QF have a presence at that field. If they don't: systematic issue; if they do: why weren't they actioned?

Finally, I very much doubt we shall hear QF's explanation of "what went wrong" ... I am very interested, however, to understand what QF think - in this ever commercial world - is the "value" of their reparations for damaged reputation in this instance given it was - and continues to be - such a dismal failure.

Welcome to AFF, Jaryd, it's a shame it was under such trying circumstances - please keep us informed on what you learn.

Regards,

BD

 

[maomaocat]

No need to call security or AFP, all the passengers were under surveillance and probably in one of the safer places to be in Brisbane to be perfectly frank, had something gone wrong an AFP van could have been on site in two minutes, they have a 24 ops centre at the ITB.

I hope Qantas is taking notes!

 

[VHOEJ]

One thing that I don't understand - how do you land at a closed airport?

If you can't land anywhere else because you are low on fuel, you have no choice.

I am sure if they had enough fuel they probably would have even gone to SYD if it was possible.

 

[nlagalle]

I agree: no problems with holding patterns and at least the QF plane had more spare minutes of fuel than some others, but it shows a systemic problem at QF.

One would have thought that its Operations Centre would have SOP for such occurrences, given that the nature of its business is that the OC must be manned 24 hours a day, every day.

One failure does not show a systemic problem. I am sure many of us can attest that when things have gone wrong QF have helped out (Ash cloud 2 years ago is one i can point to where i was helped out).

Also you cannot know what fuel other planes had or how long they had been in a holding pattern. That is an incorrect assumption. Also I have seen plenty of cases where V/Line has stranded people before! please don't crow that they would never get away with it, it happens!

To the OP, yes if looks like for whatever reason there was a failure somewhere in their process. Something that I hope is addressed and relayed back to you. As for compensation, although some seem to be baying for blood, what offer from Qantas would make you happy?

 

[Princess Fiona]

BD1959 is spot on, as are many others in this thread. I'm actually pretty ashamed that QF had such a woeful customer service response to what must be a fairly frequent occurrence in airline ops. I would hope that the passengers get a full and frank apology and QF ensure that the appropriate training is given to prevent a recurrence.

 

[erkpod]

I'd have done a few things differently:

- always ask for names of people you speak to, and a direct number to call back should your phone drop out
- call local police on their non-emergency number, describe the situation and the pax, ask for a patrol to attend.
- call Brisbane Airport security (should be listed on their website?)
- social media is there. use it.
- escalate! always escalate.
- I wouldn't have... encouraged... the bus driver to leave. A bus is at least warm and secure.
- could there have been people on the plane who hadn't been processed by Customs / DIAC? that would have been another avenue to gain attention.

I think the OP did above & beyond what they should have needed to do in a situation like this. I wonder if there were any WP onboard - a DYKWIA attitude would have been handy in this situation.

I agree with some of the steps listed above - it is amazing the resources that someone working in Police Communications has access to, for instance.

Are QF social media 24/7?

The flight was a domestic one so I'm not sure what that would have to do with Customs.

I remember when I flew into OOL on VA recently & how quiet the airport was - and that was for a timetabled service! I think I was the third last plane of the night. It does seem strange to me that the plane was diverted to OOL & then that plane would have been out of position for the next sector.

 

[Red Roo]

Hi - yes I got around to submitting this online today. But from my interpretation of the QF Customer Service Mgr's comments, it was more about getting it into the system than getting any action.

Customer Care have received your correspondence, and I too have escalated the matter. They have begun the necessary investigations, and will be in touch with you today.

I agree this situation was poorly managed and communicated, both on the ground and via our Contact Centre. While the relevant senior management are aware of this incident, I can assure you that your personal account of the experience has been brought to their attention as further reference.

Your patience during this time has been duly noted and is sincerely appreciated. I hope we're able to resolve this with you asap, and work towards restoring your positive relationship with Qantas.

 

[nlagalle]

Are QF social media 24/7?

no, they are 9-5 Monday to Friday only

 

[mannej]

no, they are 9-5 Monday to Friday only

Red Roo can frequent AFF outside of hours, but yes it is generally 9-5 M-F

 

[serfty]

... It does seem strange to me that the plane was diverted to OOL & then that plane would have been out of position for the next sector.

Qantas have enough aircraft to provide reasonably rapid recovery/substitution - in this case they had several hours to work it out, see the thread linked in post #10 to see what happened with this aircraft the next day.

 

[Jaryd]

Customer Care have received your correspondence, and I too have escalated the matter. They have begun the necessary investigations, and will be in touch with you today.

I agree this situation was poorly managed and communicated, both on the ground and via our Contact Centre. While the relevant senior management are aware of this incident, I can assure you that your personal account of the experience has been brought to their attention as further reference.

Your patience during this time has been duly noted and is sincerely appreciated. I hope we're able to resolve this with you asap, and work towards restoring your positive relationship with Qantas.

Thanks Red Roo.

I spoke with Josephine earlier this morning. From her tone I think she was expecting someone to blast her down the phone, but she was very courteous and as I have stated previously, as long as something is done to ensure this doesn't happen again, I am happy. I would also like Qantas to consider contacting the lady who was sitting in seat 26D, as she was travelling alone with her little girl (around 18 months). I never heard that she made it home safely, but if you could check that she did, this would be greatly appreciated - she did an amazing job with her little one throughout this ordeal.

Thank you for the travel voucher, it is very much appreciated!

Jaryd

 

[Red Roo]

Thanks Red Roo.

I spoke with Josephine earlier this morning. From her tone I think she was expecting someone to blast her down the phone, but she was very courteous and as I have stated previously, as long as something is done to ensure this doesn't happen again, I am happy. I would also like Qantas to consider contacting the lady who was sitting in seat 26D, as she was travelling alone with her little girl (around 18 months). I never heard that she made it home safely, but if you could check that she did, this would be greatly appreciated - she did an amazing job with her little one throughout this ordeal.

Thank you for the travel voucher, it is very much appreciated!

Jaryd

Thanks for the update. I'm glad to hear this matter has been resolved on your end, and that you're happy with the outcome.

I appreciate the concern for your fellow passengers, and will pass on your comments to Josephine and her team as reference. As you may expect, we're unable to share the outcome of our follow up due to confidentiality and privacy reasons. However please be assured that we're doing all possible to ensure a fair and consistent response.

Once again, thank you for your understanding on this occasion. I do hope this remains an isolated experience for you, and all that were on board QF636 with you.

 

[Jaryd]

Thanks for the update. I'm glad to hear this matter has been resolved on your end, and that you're happy with the outcome.

I appreciate the concern for your fellow passengers, and will pass on your comments to Josephine and her team as reference. As you may expect, we're unable to share the outcome of our follow up due to confidentiality and privacy reasons. However please be assured that we're doing all possible to ensure a fair and consistent response.

Once again, thank you for your understanding on this occasion. I do hope this remains an isolated experience for you, and all that were on board QF636 with you.

Thanks Red Roo.

Sorry I should have clarified. Understand you can't pass information back to me - but if could undertake to touch base with her to ensure she made it home OK, it would just make me feel reassured.

 

[anat0l]

I'm glad that the OP has now found resolution and Red Roo has once again been awesome in expediting this resolution.

I do lament, however, that we are spoilt here on AFF (and lucky for "wanderers" that find our site) to have Red Roo (and other company representatives) in order to help resolve some prickly issues and feedback. The general public does not have such a privilege until they find this site.

I hope the lessons from this ordeal will be carried back to QF with a view to refine and clarify the necessary processes, action lines and command should such an incident reoccur.


I hold less faith for the airport operators, but I've learnt long ago that, especially in Australia, there is no hope in saving them and they are fully deserving of contempt.

 

[Daver6]

Disgusting. Truly disgusting.

Red Roo - What's I'd like to know is, what should one do if something similar arises again?