Qantas changes pets policy - now freight.

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ComeFlyWithMe

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Re: Travelling with small pets on the golden triangle

I think this needs a bit more attention. I put my two on the plane back home last week, and the baggage handler agreed it was a stupid decision, but thought it might be one of those things that get left my the wayside.

I'm really, really hoping this gets reversed, but I'm not quite sure how to tackle it. Has anyone spoken with the RSPCA about increased handling times etc?

I just cant see how taking two small dogs goes from being included, to costing $320! It worked so well before!

Unfortunately there isn't much we can do about it, and VA are unlikely to change their policy either - a big reason being they have shared terminals and pets aren't allowed.

This was some nasty grinch manager in QF desperate to squeeze a bit more revenue out of pet owners.

We've booked until September but after that the travel will be curbed. They won't be making this extra revenue out of us and we won't be using freight to send our fur baby.
 

Jock28

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Re: Travelling with small pets on the golden triangle

So we returned today, and I'm pretty angry with the arrival service.

We landed off a Dash 8 and I collected my car from the carpark and went straight to QF Freight. I didn't expect him to be there, but the guy called the driver and said "He'll be five minutes."

Now, I don't know what they describe to be 'ambient waiting areas' but there are four plastic seats in the reception area that is generally unstaffed. If this refers to the animal area they are simply left in a large cage called 'Animal Holding Area.' I waited, waited and waited. As time progressed pax came to collect their dogs and had nowhere to sit.

After 45 minutes I walked to the loading dock and my little pup was there, waiting. I was furious as this was his first trip and he was stressed and anxious. I went to let him out and put him on his leash and one of the staff told me I couldn't do that, and I had to wait as there were other customers before me. I don't often get angry but I ended up yelling at him that they need to get their act together, and had I not walked over he would be even more stressed.

QF Freight left us both waiting for no reason for at least forty minutes extra than necessary. Also, why would the return journey be more expensive than the outbound? My dog hasn't put on weight in 4 days...
 

Jaryd

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Re: Travelling with small pets on the golden triangle

So we returned today, and I'm pretty angry with the arrival service.

We landed off a Dash 8 and I collected my car from the carpark and went straight to QF Freight. I didn't expect him to be there, but the guy called the driver and said "He'll be five minutes."

Now, I don't know what they describe to be 'ambient waiting areas' but there are four plastic seats in the reception area that is generally unstaffed. If this refers to the animal area they are simply left in a large cage called 'Animal Holding Area.' I waited, waited and waited. As time progressed pax came to collect their dogs and had nowhere to sit.

After 45 minutes I walked to the loading dock and my little pup was there, waiting. I was furious as this was his first trip and he was stressed and anxious. I went to let him out and put him on his leash and one of the staff told me I couldn't do that, and I had to wait as there were other customers before me. I don't often get angry but I ended up yelling at him that they need to get their act together, and had I not walked over he would be even more stressed.

QF Freight left us both waiting for no reason for at least forty minutes extra than necessary. Also, why would the return journey be more expensive than the outbound? My dog hasn't put on weight in 4 days...

This worries me... Again shows that not enough thought or care has gone into making this decision. Animals are not freight and should not be treated like it! They are more susceptible to becoming scared than we are, and they should not have to be left alone for a longer period of time, due to some person in Sydney making an ill-informed decision!

Saving a buck and animal treatment are two separate issues and clearly one has not been considered here.
 

Jock28

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Re: Travelling with small pets on the golden triangle

I'm still angry. It seems they get delivered to Freight and then just put outside. There is no process for a staff member to then go and call the owner in reception.

The Freight area staff spend their time in the warehouse or back office. Reception is not staffed, and you have to fill in your name, drivers licence and car rego number into a kiosk which then, apparently, alerts a staff member that someone is waiting. I say this while staff can see you through the windows but that doesn't make them spring into action.
 

Red Roo

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Re: Travelling with small pets on the golden triangle

I'm still angry. It seems they get delivered to Freight and then just put outside. There is no process for a staff member to then go and call the owner in reception.

The Freight area staff spend their time in the warehouse or back office. Reception is not staffed, and you have to fill in your name, drivers licence and car rego number into a kiosk which then, apparently, alerts a staff member that someone is waiting. I say this while staff can see you through the windows but that doesn't make them spring into action.

I was concerned to hear about your experience overnight, and hope your little pup is ok.

This matter has been escalated to a Manager. They're currently investigating and will get in touch with you later today.
 

coles525

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Qantas (and other non pet friendly airlines!) have gone from good (not a pet, but family) to BullTish.

Family that weights an average of carry on (7kg or so) that now:

- costs many hundreds each way.
- Not treated well (as freight) and left to suffer (previous post, no customer care).

Mods: If any words offend, please edit!
 

RichardMEL

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I would also be concerned about the heat (in summer) if any animal was just left "outside" possibly in sun, without water or whatever and them being even more stressed.

Definitely should be handled better specially when customers are waiting!!

As an animal person it's not a great story :( I hope things improve
 

aaflyer

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A trans con Qantas flight I took recently had the captain saying 'and if we have your puppies or guinea pigs in the hold, rest assured, we're taking good care of them!'

Can't say in the hundreds of flights i've taken i've ever heard that before!
 

ComeFlyWithMe

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This discussion is useful and highlights exactly why the change to freight for SYD/MEL/BNE flights is bad for the animal.

Saying that, the policy has only changed for SYD/MEL/BNE, so those flying QFlink, and to other ports, it's the same as always.

Your experiences validate my decision NOT to trust QF freight with the transport of our fur-baby.
 

RichardMEL

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Saying that, the policy has only changed for SYD/MEL/BNE, so those flying QFlink, and to other ports, it's the same as always.

then forgive me for I am confused.. Jock28 said he got off a DH8 flight, which suggests QFLink to me, so then the policy has or hasn't changed?
 

Jaryd

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I see it more as a point around how Freight will continue to treat our pets as Freight, and will take longer to do the same job, for a much higher price. Whereas previously it was minimal time on board and away from owners, and prompt treatment by the baggage crew, so less stress and more animal friendly.
 

ComeFlyWithMe

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then forgive me for I am confused.. Jock28 said he got off a DH8 flight, which suggests QFLink to me, so then the policy has or hasn't changed?

In Jock28's case, the policy has always been freight for pets.- no change, the only exception was flights between SYD/MEL/BNE which allowed in-terminal check in up to a medium pet pack, up until December.
 

Jock28

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So I just got a call from QF Freight as RR alerted them to my post. They admit they are having problems and that yesterday was unacceptable. They are looking at different options to improve the service, and I suggested that customers get a SMS when their pet has arrived to improve the process.

It appears that the large ports are super busy with freight and are having difficulty adjusting to dealing with pets.
 
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ComeFlyWithMe

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So I just got a call from QF Freight as RR alerted them to my post. They admit they are having problems and that yesterday was unacceptable. They are looking at different options to improve the service, and I suggested that customers get a SMS when their pet has arrived to improve the process.

It appears that the large ports are super busy with freight and are having difficulty adjusting to dealing with pets.

Isn't it funny, freight say they are "having problems", ground staff at the airport at BNE and SYD tell me they don't know why the policy changed and that they'll miss the pets at check-in.
 
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Jaryd

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Isn't it funny, freight say they are "having problems", ground staff at the airport at BNE and SYD tell me they don't know why the policy changed and that they'll miss the pets at check-in.

They said the same thing to me a few weeks ago! They told me to keep lobbying because they think it's a stupid decision made by someone with no understanding of the process!
 

Jock28

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Rather than lobbying for just the triangle, shouldn't we be lobbying for all pets going to all domestic ports?
 

Jaryd

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Rather than lobbying for just the triangle, shouldn't we be lobbying for all pets going to all domestic ports?

Yes, but restoring the triangle first would be a good starting point! I'm not sure of the background as to why the east coast was different though.
 

Rebekkap

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I would also be concerned about the heat (in summer) if any animal was just left "outside" possibly in sun, without water or whatever and them being even more stressed.

Definitely should be handled better specially when customers are waiting!!

As an animal person it's not a great story :( I hope things improve

Me too. A pug or other squishy-faced breed (brachycephalic breeds if you want to get technical) can overheat and die in just a few minutes on a moderately hot day - forty minutes would be more than enough to have a dead dog on your hands on a 35 degree day, for example.
 

QFBOY

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It was my understanding that some airports banned animals from being in the terminals altogether.
Of course Working dogs were permitted by laws.
 

Jock28

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It's ironic that I can check him in by my side and collect him with the baggage at PQQ but not SYD.

There is no air con for the animals at QF Freight in SYD. I made the decision to land at 6PM to avoid midday heat.
 
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