08dec QF74 incident

[Keith009]

I was a Premium Economy passenger on the heavily delayed QF74, scheduled for a departure from SFO on 08Dec but ultimately departing 22 hours later as QF8074. I would like to share my experience and some thoughts on QF's mostly competent handling of the situation.

I boarded what seemed to be a routine QF departure to SYD, and was very much looking forward to being home after a month in San Francisco. My seatmate was a delightful chappie from Northern Ireland via seemingly everywhere on earth and an analyst specialising in the tech industry, so we had plenty to chat about. It is always nice to have a good seatmate on a long haul.

Shortly after cabin doors were closed, the Auxiliary Power Unit of the aircraft failed, plunging the cabin into darkness, and the emergency lighting came on. We were told that departure would be delayed whilst the coughpit and engineers tried to address the issue. The aircraft was connected back to its ground power unit so that the air conditioning could come back on.

From then on it was a rolling delay, as the APU continued to play up. When it became clear that the flight would be delayed much further, the cabin crew turned on the IFE and served refreshments. 30 minutes after the initial announcement, the CSM made a PA, giving an indepth explanation of the situation. Apparently the coughpit received a fire warning from the APU. It turned out to be a false alarm but as a precaution, the pilots activated an extinguisher, and fire engines came to check the plane out.

About 90 minutes after scheduled departure, it was announced that the engineers are having issues closing some panel of the aircraft.

3 hours after scheduled departure, the aircraft was finally ready to depart and we taxied out to the runway.

But it wasn't to be... the captain made yet another PA informing us that we'd have to turn back to the terminal as they'd received yet another warning about the APU. So we taxied back to the gate, and the IFE was turned on yet again and more drinks were served.

It was then announced that the aircraft needed a new part before we could depart. We'd been sitting on the tarmac all that time and it felt a little like a slumber party. The cabin crew were rather visible all this time, walking around the aircraft answering questions from concerned pax. One of the crew members was concerned that the crew were close to running out of hours. Apparently each crew can legally work for 20 hours; the scheduled flight time was 15 hours and we'd already been onboard for close to 5 hours.

About 4.5 hours after departure, it was announced that the engineers were having some difficulty sourcing the required aircraft part that evening, and it was clear that we were not going anywhere that evening (or morning!).

TBC as I have to board my flight...

 

[munitalP]

I hope you are sending a copy to the no news crew mate

Level headed reporting


good on you!


munitalP

 

[flychrisfly]

Level headed reporting


good on you!


munitalP

+1
[random text to meet minimum character requirements - okay, so not that random ]

 

[markis10]

I hope you are sending a copy to the no news crew mate

Level headed reporting


good on you!


munitalP

Bit late for that, surprising to see someone is on the case while it's still news:

'Electrical issue' strands Qantas passengers | News.com.au


Qantas passengers stranded in US
Stuck on tarmac for over four hours
Cabin blacked out, emergency lights came on
THE Qantas brand has suffered another blow after a mechanical failure left 260 passengers on a San Francisco tarmac for more than four hours before the flight for Sydney was aborted last night.

Passengers had just boarded the Boeing 747 QF74 at 10pm (San Franciscan time) when the cabin blacked out and the emergency lights came on.

 

[Keith009]

Continued...

By then the crew had run out of hours, and we were told that we'd have to disembark the aircraft and spend an additional night in the Bay Area. Ground staff were having trouble finding hotel rooms as their usual Hyatt for this sort of contingency was full. Those not requiring accomodation or transportation were free to leave anytime they like. I could go back to the company apartment in downtown San Francisco but the crew advised that it's better to stay close to the airport so that I was easily reachable. The CSM ushered pax off the plane by cabin, and we learn that we were going to spend the night in a Comfort Inn in San Mateo. I wasn't convinced that it was a better option than heading back to the apartment, but didn't want the hassle of claiming compensation for the taxi fare to downtown SF and back. My seatmate had no such hesitation, as he was supposed to be staying another night and his room at the InterContinental was paid for an extra night and was still available.

We all had a letter from QF advising of the re-scheduled departure of 2030 the next evening (Sydney airport curfews factored into the retiming), and a number to call if we had any questions. We were also told to expect a call at around 5pm for a further update. After picking up our baggage, hotel shuttles were organised. We arrived at the Comfort Inn at 5am where there was a long queue to check in at the check in desk, where a sole check in clerk worked his cough off to get us all checked in asap.

The Comfort Inn wasn't exactly flash, but had free wifi which was very handy. There was also free breakfast but as usual I slept in till it was too late. QF didn't organise any food vouchers, and the hotel staff had no information about it, but several pax had contacted QF and advised that QF will compensate any meal expenses incurred.

A QF staff member called my room at approximately 4.30pm and advised that there will be a shuttle to the airport leaving at 5pm. One of the guys I met had a rental car and offered to drive several people to the airport, so a couple of us took him up on that offer. A camaraderie had developed between all us QF74 refugees by that stage, and we were all in good spirits despite the trying circumstances. Knowing you're not alone helps in this sort of situation.

There was a massive queue at the check in counters when we got there, in stark contrast to how quiet the QF check in counters at SFO usually are, probably because a whole planeload of people were trying to check in at the same time. Caught up with my seatmate from last night at the check in queue. We were both upgraded to Business, which the check in agent said was a goodwill gesture. I also noticed that almost everyone else who had status were upgraded. Additionally, as a WP I was given a food voucher to spend at the airport. I donated my voucher to my seatmate as all the airport outlets looked extremely busy (he didn't redeem it though, for the same reason), heading straight to the BA lounge after a fellow pax on the now renumbered QF8074 took me up on my offer to host him as my lounge guest.

The BA lounge was also rather busy, as there was a BA service to LHR which was departing shortly before our flight. It too was delayed, by an hour, and given the circumstances it was a little amusing hearing some of the BA pax complaining about their delay.

Some of us QF refugees gathered by the juice bar in the J section as they were the only seats we could find in the crowded lounge, and promptly had a drinky poo from the selection of beverages on offer at the BA lounge. One of the guys noted that the media was interviewing some people at the check in counters, and apparently people have been feeding some rubbish to the media about smoke or flames coming out of the back of the plane which is totally untrue. By this time the Herald Sun and the Age were reporting about how we'd all somehow been held hostage without food or water on the tarmac for 7 hours - why let facts get in the way of a good story hey?

QF8074 departed SFO and arrived at SYD as scheduled, with faultless onboard service even though I'd imagine that the crew were just as tired as we all were. One of the cabin crew quipped that everyone knew everyone else and it was all a bit like "going on a cruise." We were also given a form to fill in onboard, so that QF can call us over the next week to discuss compensation.

In summary, kudos to the QF staff at SFO for handling a stressful situation rather well. Everyone I spoke to were rather happy with the way things were handled, and in particular, at how information was readily available. Even the call centre staff were briefed in order to provide updates on the situation. It was my first time experiencing a forced overnight due to an IRROP, and I have to say it felt a bit like an adventure, though of course I wouldn't like to experience another anytime soon!

 

[markis10]

And I am just watching your aircraft - VH-OEB be pushed back into hanger 271 for a stern talking to! And probably an APU replacement.

 

[drron]

Well a first.A report suggesting QF got it mostly right in managing a delay and the papers had it wrong.Who would have thought?

 

[Keith009]

Yes, the APU still had issues. When we arrived at the terminal at SYD, we were told that the seatbelt signs are being kept on for a while as we had to rely on engine power for airconditioning and lights until ground power was connected.

 

[dfcatch]

Great report. And great to hear QF handling a difficult situation well. A lot of other airlines would not have performed so well in the circumstances.

Also one of those times when it's good to have status (whether needed or not).

 

[anat0l]

Thanks for the report, QF009.

Whilst some of us here are clearly in the 'For' camp of QF, it is always good to get a story from someone who has experienced it....and is not intent on stirring a pot for the sake of cash.

 

[Hvr]

Well a first.A report suggesting QF got it mostly right in managing a delay and the papers had it wrong.Who would have thought?

Indeed, sounds like QF staff did the right thing in keeping people informed about what was happening. I understand delays but get frustrated when I am kept in the dark. If I know what is going on then I am much more tolerant and understanding.

Or if you really don't know then say so and try and find out.

Sounds like kudos to QF for this one.

 

[Postcode]

Thanks for the report. Well documented and it goes so much further to tell what happened to pax and how it was handled. I'm not a great fan of QF any more after too many issues with poor service, but it is wonderful to see that they can manage and help when needed.

I have been wondering for some time and I hope someone can answer this, does News LTD - and limited is the key word here have shares/interests/plans for both in another airline?

 

[Danger]

I have been wondering for some time and I hope someone can answer this, does News LTD - and limited is the key word here have shares/interests/plans for both in another airline?

I think it's fair to say that, at the very least, none of their staff have Chairman's Lounge status!

 

[Flying Fox]

Great report on your unfortunate incident.

Congrats to QF for looking after its guests well.

 

[nlagalle]

I have been wondering for some time and I hope someone can answer this, does News LTD - and limited is the key word here have shares/interests/plans for both in another airline?

I can tell you that they don't. Ansett was the last.

 

[nlagalle]

I think it's fair to say that, at the very least, none of their staff have Chairman's Lounge status!

Wrong on that count...

 

[Postcode]

I can tell you that they don't. Ansett was the last.

Ah well that explains so much doesn't it.

A vintage year of sour grapes perhaps.

Thanks for the info.

 

[Danger]

Qantas and Ryanair struck by equally outrageous tarmac delays | e-Global Travel News

 

[jd1968]

Can I just add my 2 cents worth from row 71. It was 7 hours before we got off the plane. We had a cup of water after 3 hours and a small bag of cookies and a muesli bar after 4 hours.

We were finally checked in at the Hilton, Oakland at 9:30 am (over 11 hours after boarding). The Qantas staff were all doing their best I am sure but the systems in place were clearly inadequate to deal with this scenario. I no longer have confidence in flying with Qantas. Clearly there are reliability issues, compounded by lack of management and planning.

 

[nlagalle]

Can I just add my 2 cents worth from row 71. It was 7 hours before we got off the plane. We had a cup of water after 3 hours and a small bag of cookies and a muesli bar after 4 hours.

We were finally checked in at the Hilton, Oakland at 9:30 am (over 11 hours after boarding). The Qantas staff were all doing their best I am sure but the systems in place were clearly inadequate to deal with this scenario. I no longer have confidence in flying with Qantas. Clearly there are reliability issues, compounded by lack of management and planning.

Welcome to AFF jd1968.

unfortunately these incidents happen daily around the world. No airline is immune to it. You are only seeing QF ones due to the A380 incident. There isn't much you can do when the aircraft is stuck on the ground - and there are only so many snacks to hand around too. They can't always roll out the dinner service on the ground. There are always going to be headaches when needing to book hotel rooms at short notice. They can't exactly have them on hand all the time.

I was caught for nearly 3 hours in HKG on a QF flight because all the computers at HKG went offline and everyone had to be checked in manually. We were all on board much like you were waiting to get going. just had to roll with it and watch one of the movies..