Qantas changes pets policy - now freight.

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Jaryd

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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.

Any idea which of the airports may have banned pets? I would have no issue with pets being banned who are not already in crates, but if that is what has spurred this decision...
 

ComeFlyWithMe

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Any idea which of the airports may have banned pets? I would have no issue with pets being banned who are not already in crates, but if that is what has spurred this decision...

Not sure if it happened but QF were considering selling back their owned terminals to free up some cash. Perhaps this was part of the deal. Again, our pets pay to bolster their bottom line.

IIRC, the old policy was that pets were banned in all domestic terminals other than SYD/MEL/BNE which is why the policy was different.

As for regional ports like PQQ, it is likely that there is no separate freight terminal, hence in-terminal check in.
 

ComeFlyWithMe

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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.

This has happened before and sadly animals have been lost. I think they ban the carriage of those breeds now.
 

ComeFlyWithMe

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So a new development, despite assurances from an executive at QF freight, SYD refused to carry my pet in-terminal this evening, stating that pets are prohibited from being checked in from 1 January. Who made up this rule and communicated it to customers I wondered?

I then produced the letter from the executive and waited while the matter was escalated with airport management.

After 15 mins of the poor (and lovely) check in lady waiting on the phone, our fur baby was finally allowed to travel as per the policy that was in effect when the ticket was booked, and the assurances I have received from the freight executive.

Absolutely appalling customer service from QF again, and I have to say this was completely expected as they have yet to implement a policy change effectively without a major bungle in the last 10 years I've been flying with them.

I feel sorry for those pax and fur babies that are not WP as who knows what they would have ended up with, probably a long walk to freight, a missed flight and a bill.

I've quoted the letter below:
Dear ComeFlyWithMe,

Please find this as confirmation that any bookings made on or prior to December 1 2014, for travel between the ports of Sydney/Brisbane & Melbourne Qantas will honour travelling with a small or medium pet as part of your baggage allowance.

Thank you so much for taking the time to provide feedback, I have spoken with our Freight product managers and raised your concerns. I will keep you updated if there is any change to the policy going forward.

If you have any concerns, or encounter any issues with travelling with Harrison please do not hesitate to contact me directly.


Kind Regards
{redacted}

So my advice, as you are likely to receive sub standard service at the airport, stick to your guns and I would be happy to PM anyone the contact details of the executive at freight so that you can raise your own concerns directly.

I will be contacting her, along with the customer care executive team, as frankly this is pathetic.
 
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ComeFlyWithMe

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This saga continues.

Due to some last minute changes, we need to travel SYD-BNE with our beloved Harry in Saturday week. As we had no other option, we contacted Freight to try out the service, however apparently they close at 1600 on a weekend, our flight is scheduled for 1605, so we can't book. Same applies for our return.

So not only has this change meant you are inconvenienced by having to go to freight 2 hours before your flight, but it now dictates what flights you can actually take.

This has caused a great deal of anguish for our family, as we live in Sydney and all of our family is in Brisbane, but QF doesn't give a rats about our family, they've made that clear. It now appears we can't travel to visit them as we used to - that is, after work on a Friday, back on a Sunday night.

I can't believe I actually gave them the benefit of the doubt again and expected this new arrangement to at least be workable.

Angry does not begin to summarise what I am feeling towards QF right now.

I am now trying to find alternate services who can transport our little fur-baby.

As for QF, they can stick their domestic flights from now on, as VA freight is via Toll and doesn't have such restrictive opening hours.

Such a disappointment. QF is now responsible for our family not being able to travel together, or as is most likely, not at all.

Now to go to the terminal tonight for the monthly argument with QF over whether we can travel with our pup on a pre-December 1 ticket.

To whomever at QF came up with this new policy/cash grab/customer inconvenience, I firmly extend my middle digit.
 

Jaryd

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We use jetpets now, QF freight is way too expensive in my view. And the operating hours are not really suitable for anyone who works during the week. Jetpets have good after hours pickup services too.
 

ComeFlyWithMe

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We use jetpets now, QF freight is way too expensive in my view. And the operating hours are not really suitable for anyone who works during the week. Jetpets have good after hours pickup services too.

We looked into them but it was apparently more expensive than QF and the cutoff was 2pm on weekends.
 

Jaryd

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Oh wow. Haven't ever done weekends but they have always been about $100 each way cheaper than QF. (Ask to drop off at Toll rather than their holding pens)
 

ComeFlyWithMe

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Oh wow. Haven't ever done weekends but they have always been about $100 each way cheaper than QF. (Ask to drop off at Toll rather than their holding pens)

Your pooches might be bigger than our little fella. QF want $80 each way, VA/Toll want $75 and Jetpets want $90-110.

The timing is the real issue however with VA seemingly in front in that department.

Had another horrific experience in SYD tonight, told by the duty manager I was 'wrong'. Then she went off and checked and came back and said 'oh no, you were right, however the policy says <blah blah>. Spent 25 minutes at check in. Where do these idiots do their customer service training?
 

Jaryd

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It's concerning that you can't get the right information from front of house staff... I wish they would just revert to the old policy again!
 
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