7-month Qantas saga

[lymt2006]

First time posting in a long time but felt like I can’t let this one go. Platinum traveller on QF1 in business class last October with my 7 month pregnant wife and 18 month old son for a wedding in Sweden. Booked our chauffeur pickup from the Hills Shire in Sydney days ahead, as I always do. Got our confirmation. Gave them 30mins from their stated arrival time but no one came. Called qantas. Waited for 20mins. Told me they’d call me back when it was sorted as they could see everything in the system and surely the car was round the corner... call never came, pickup never came. Thankfully 1.5 hours to takeoff and with a 45 minute journey ahead of us we hopped in our own car, since we needed a car seat for the little guy and headed for the airport pretty stressed. We felt too nervous to attempt parking our car at long term and cutting it even closer to checkin and boarding, knowing that finding a spot and waiting for the bus can blow-out, so I made the very difficult decision of parking at the Internatiinal Car Park for 10 DAYS without a booking. Hoping that qantas and Brunel Cars would feel some responsibility for our disappointing and fairly unique circumstance we were hopeful of some form of reimbursement. Total bill - $864.00!

So what did we get ... after a 6 month battle?

-$105 for the taxi we should have hopped in (apparently without a car seat or without it being professionally fitted or needing to dump our own $500 one somewhere at the airport?)

-5000 points that have still not arrived

The most frustrating part of the process was continually being given a link to keep the complaint process progressing ... as it was a diplomatic discussion ... but the link always saying ‘we are experiencing technical difficulties ... please return later’ .... those links did that everyday for 3 months until I tracked a complaints executive down with a phone call because thankfully I had her first name.

I love my airline but this experience left a bad taste in the mouth and still feels so unresolved

 

[mannej]

Have you initiated anything with the ACA?

Home

 

[lymt2006]

Have you initiated anything with the ACA?

Home

Hahaha no was hoping to resolve it myself but maybe not

 

[MEL_Traveller]

I can see QF's point - a taxi would have seemed the logical choice. But I can also see your desire to have the child in a car seat.

Wouldn't you have needed your car seat in Sweden?

 

[lymt2006]

I can see QF's point - a taxi would have seemed the logical choice. But I can also see your desire to have the child in a car seat.

Wouldn't you have needed your car seat in Sweden?

Had one supplied and properly fitted by the car rental ... and lucky, because their standards were different in Sweden and seats have to have a pole support. It’ll always be on my backup plan now though

 

[Sdtravel]

I had a friend who was travelling in J to LHR with QF so a chauffeur was booked and confirmed in.
They didnt arrive and after 20 minutes called QF. QF spoke to the chauffeur and finally got told that the company had made the assumption that since the arriving QF2 was late that his flight QF1 would be delayed so decided to change pickup times without telling the pax or asking QF. They will send someone now since QF advised them QF1 wasnt being delayed. My friend decided to make their own way by train very disappointed.
When we returned he contacted QF who contacted the chauffeur company. They offered 2 free chauffeur passes as compensation. It has been recorded on file and just to call up and it will be arranged.

He finally went to use them 18 months later and was told that the offer expired after 12 months. He doesnt believe any terms or time limits were mentioned in the offer when it was made. So still disappointed.

 

[NVRENUF]

Sorry to hear the trouble. Did the car service people ever explain why they never turned up?
This is why I leave for airport so much earlier . Leave room for error .
With a bit more time your options would have been much more.

It’s always a stress when booking Uber black or car services for airport runs. Always nervous until you se them turn up.

I hope qantas work something out for you.

 

[Danielb56]

Unfortunately this is all too common for Qantas. On the plane they are usually quite good, it is the back end customer service (i use that sarcastically) where these issue come to grief. They offered a service and did not deliver putting you out of time, inconvenience and pocket. A pittance of $105 and 5000 points does not cut it for me. They should reimburse you the full amount and leave it at that. It was their fault...my wife and I are flying business with Emirates later in year and out flight is at 6am. I've been thinking about using their chauffeur service but in the back of my mind if the same scenario...what if they do not turn up? At 6am flight not options available. How far ahead did you book the service...

 

[MEL_Traveller]

I've been thinking about using their chauffeur service but in the back of my mind if the same scenario...what if they do not turn up? At 6am flight not options available. How far ahead did you book the service...

I guess a taxi?

Things do go wrong, and I think when it comes to compensation there is a line on what should be considered fair and reasonable. In the OP's case, I guess I am with QF on this. $864 for a 45 minute use of a car seat seems excessive, unless there was a special and particular need for the car seat. (Does the Op have a car seat for the plane for example?)

Taxi fare (or uber) I think is fair enough. Plus some compensation for the inconvenience.

 

[NVRENUF]

I use Uber black . or book a car service. But direct not through qantas.
A reputable company , they will have backup cars if something goes wrong.
and you only have to deal direct , not through a booking agent (qantas)

 

[nickfromeastryde]

I guess a taxi?

Things do go wrong, and I think when it comes to compensation there is a line on what should be considered fair and reasonable. In the OP's case, I guess I am with QF on this. $864 for a 45 minute use of a car seat seems excessive, unless there was a special and particular need for the car seat. (Does the Op have a car seat for the plane for example?)

Taxi fare (or uber) I think is fair enough. Plus some compensation for the inconvenience.

There is a legal requirement for a car seat not to mention the actual safety aspect. Does a taxi guarantee that and if not, then Qantas should fully compensate as it seems that the OP had no real other option

 

[lymt2006]

I guess a taxi?

Things do go wrong, and I think when it comes to compensation there is a line on what should be considered fair and reasonable. In the OP's case, I guess I am with QF on this. $864 for a 45 minute use of a car seat seems excessive, unless there was a special and particular need for the car seat. (Does the Op have a car seat for the plane for example?)

Taxi fare (or uber) I think is fair enough. Plus some compensation for the inconvenience.

I think my main frustration is that if we had been communicated with by Qantas Premium and Brunel in a faster manner from the first phone call, and had a returned promised return call with an update within even 15-30mins we most certainly would have driven our own car and parked it long term for a quarter of the price. There was a significant fault in service and we paid the price. Time ticks away and options reduce. No call ever came. We were left waiting on our driveway.

 

[lymt2006]

There is a legal requirement for a car seat not to mention the actual safety aspect. Does a taxi guarantee that and if not, then Qantas should fully compensate as it seems that the OP had no real other option

Thank you, this is my exact feeling ... but even the highest customer service agents didn’t seem to realise that this is the main point. The child is 18 months old lol

 

[MEL_Traveller]

There is a legal requirement for a car seat not to mention the actual safety aspect. Does a taxi guarantee that and if not, then Qantas should fully compensate as it seems that the OP had no real other option

There's not necessarily a legal requirement for a car seat in a taxi (ride-shares, 'yes')... at least not in the couple of states I checked (I'm assuming other states have similar provisions). Safety aspect yes, but these things need to be weighed up. Does the OP have a car seat for the plane?

In NSW infants under 12 months must have a car seat, but over 12 months they can use a normal seatbelt: Taxis - Seatbelts - Safer vehicles - Staying safe - NSW Centre for Road Safety

Seatbelts and child car seats for children travelling in taxis
All NSW taxis must be fitted with anchorage bolts to secure child car seats. At least 10 per cent of taxis from each network, including all wheelchair accessible taxis, are required to carry an approved child car seat.

If you need a taxi with an approved child car seat, it is recommended you ask for one when booking a taxi and if possible, book the taxi in advance. You also have the option to use your own child car seat in a taxi.

Children under the age of 12 months are not permitted to travel in a taxi unless they are secured in an approved child car seat, as follows:

• Children aged less than 6 months: approved rearward facing restraint
• Children aged 6-12 months: approved rearward or forward facing restraint

Children over the age of 12 months are permitted to wear a seat-belt while travelling in a taxi – but parents or taxi operators may wish to provide and use a child car seat.​

In Victoria the law is slightly different. From the vicroads website: Frequently asked questions about child restraints : VicRoads

Does my child need a child restraint in a taxi?

In taxis:

• children aged under 1 year must travel in the back seat, but do not have to use a child restraint
• children aged 1 year and over must be in their own seat, with their own properly fastened seatbelt if there is no child restraint or booster seat available

In Victoria, taxis do not have to provide child restraints or booster seats for customers. However, they must have at least one anchorage point if passengers want to bring their own child restraint.

If possible it is recommended that you take your child’s restraint or booster seat with you.​

 

[Princess Fiona]

I guess a taxi?

Things do go wrong, and I think when it comes to compensation there is a line on what should be considered fair and reasonable. In the OP's case, I guess I am with QF on this. $864 for a 45 minute use of a car seat seems excessive, unless there was a special and particular need for the car seat. (Does the Op have a car seat for the plane for example?)

Taxi fare (or uber) I think is fair enough. Plus some compensation for the inconvenience.

Yep, I’m with you.
I think the 5000 points offer is poor but I do not believe that the OPs decision to drive their own vehicle to the airport and park should be reimbursed by QF in any way other than a refund of a Taxi fare.
The booster seat is a straw man here.

 

[SOPOOR]

I can see QF's point - a taxi would have seemed the logical choice. But I can also see your desire to have the child in a car seat.

Wouldn't you have needed your car seat in Sweden?

sure he may have be seen as over indulging or spending too much , which may be the case, but the sheer inconvenience couldnt be quantified with money, a good will gesture would be a great solution in my opinion

last year two of my family members, chose international jetstar of all budget airlines,
they got their fight delayed by two days, and had to go from a different airport,

they paid for accomodation, taxis, even food, even snacks , they actually encouarged them to keep all reciepts, and all were refunded,

from jetstar of all people!!

 

[lymt2006]

There's not necessarily a legal requirement for a car seat in a taxi (ride-shares, 'yes')... at least not in the couple of states I checked (I'm assuming other states have similar provisions). Safety aspect yes, but these things need to be weighed up. Does the OP have a car seat for the plane?

In NSW infants under 12 months must have a car seat, but over 12 months they can use a normal seatbelt: Taxis - Seatbelts - Safer vehicles - Staying safe - NSW Centre for Road Safety

Seatbelts and child car seats for children travelling in taxis
All NSW taxis must be fitted with anchorage bolts to secure child car seats. At least 10 per cent of taxis from each network, including all wheelchair accessible taxis, are required to carry an approved child car seat.

If you need a taxi with an approved child car seat, it is recommended you ask for one when booking a taxi and if possible, book the taxi in advance. You also have the option to use your own child car seat in a taxi.

Children under the age of 12 months are not permitted to travel in a taxi unless they are secured in an approved child car seat, as follows:

• Children aged less than 6 months: approved rearward facing restraint
• Children aged 6-12 months: approved rearward or forward facing restraint

Children over the age of 12 months are permitted to wear a seat-belt while travelling in a taxi – but parents or taxi operators may wish to provide and use a child car seat.​

In Victoria the law is slightly different. From the vicroads website: Frequently asked questions about child restraints : VicRoads

Does my child need a child restraint in a taxi?

In taxis:

• children aged under 1 year must travel in the back seat, but do not have to use a child restraint
• children aged 1 year and over must be in their own seat, with their own properly fastened seatbelt if there is no child restraint or booster seat available

In Victoria, taxis do not have to provide child restraints or booster seats for customers. However, they must have at least one anchorage point if passengers want to bring their own child restraint.

If possible it is recommended that you take your child’s restraint or booster seat with you.​

This info changes my life after 4 years of over complicating things with my young kids. My wife may take convincing though of the safety element. Great to know however in these unfortunate circumstances occur again

 

[lymt2006]

Yep, I’m with you.
I think the 5000 points offer is poor but I do not believe that the OPs decision to drive their own vehicle to the airport and park should be reimbursed by QF in any way other than a refund of a Taxi fare.
The booster seat is a straw man here.

I think ‘straw man’ theory is a bit tough considering I’m just trying to be a safe dad who cares about their kids. Booster seats are usually for kids around 8 years old ... and much easier to get around with. Perhaps a while since you’ve travelled super pregnant and with a toddler to the other side of the world. Hats off to all the mums and dads out there.

 

[dajop]

Forget about the car seat, I’m not sure how reliable taxis are in your part of Sydney, but if time is getting tight, due to being stuffed around QF/car company, would you then want to wait another 15 mins for a taxi to learn it cancelled on you? I’ve had that experience in MEL for sure. That would be why I would argue choosing to take own car ...

 

[phily]

It's very easy for any of us to criticise the OP given hindsight, but my comments are not intended to criticise him. When you're at risk of missing a very expensive flight for a important event overseas like a wedding, you really don't want to miss the flight, and that leads to stress and sometimes less than ideal decision-making. And options start running out due to time constraints. More importantly, none of us would want to ever find ourselves in their position. How do we avoid it?

With a 45+ minute trip to the airport, plus check-in, plus time in the First lounge, I leave for my annual QF1 flights between 4-5 hours before the flight. Yeah, I know that's a bit extravagant, but that's what I like to do. If the Brunel car hadn't arrived within 30 mins of the booked time, I'd call Brunel directly, or just call for a taxi or Uber if time was running real short. Ah, but what about the 18-month old we all ask. If the Brunel car had arrived without a child seat, would I get in? At least I now know that NSW doesn't require a seat for a 12m+ child.