Qantas Passengers "dumped" at Christchurch airport after diverting from Wellington after missing curfew

RooFlyer

Enthusiast
Joined
Nov 12, 2012
Posts
20,968
Qantas
Platinum
Last edited:

justinbrett

Established Member
Joined
Mar 6, 2006
Posts
4,952
Qantas
Platinum
Virgin
Silver
Joined
May 29, 2021
Posts
857
Qantas
Gold
Virgin
Red
Pffft. Jetstar leaving passengers stranded is not news.
As someone who patronizes JétStar, Qantas' luxury airline created by none other than Uncle Alan, I take offence to such remarks. When was the last time a JétStar customer was placed on hold for hours on end? That's the type of behaviour I would only expect of discount corner cutting brands like Qantas! 🤣

-RooFlyer88
 
Joined
May 1, 2020
Posts
465
Qantas
Gold
Another NZH article on this incident: 'I felt completely devalued as a customer and a human': Irate Qantas passenger

a few notes from somebody on the flight
"At this point, I think everyone reasonably assumed we would be accommodated overnight. The first ground staff my wife and I saw told us to go to the check-in area and someone would come to give us more information. Nobody came," he claimed.

"People gathered, confused, near the check-in area. We did not see a single Qantas staff member after disembarking. We were literally abandoned. Qantas took zero responsibility for the situation," he claimed.

Includes a few statements from Qantas
But a Qantas spokeswoman said the decision to divert was made only after the aircraft was airborne.
The Qantas spokeswoman said cancelling the flight would have been a really poor outcome for customers in Sydney and all efforts were made to get the flight into Wellington.

"The decision to divert was made once airborne, after the boarding and taxiing processes," she said.

Qantas said it regularly accommodates customers in hotels or rebooks them on new flights "regardless of costs" when there's a cancellation, and denied any decisions were made because of financial reasons.

"We understand how frustrating this decision was for our passengers and apologise again," the spokeswoman said.


"Our teams went into great lengths to be able to depart Sydney Airport in time to make the Wellington curfew rather than cancelling the flight, as the severe weather meant there was extremely limited accommodation in Sydney," she said.

"Despite best efforts, once airborne it was confirmed that the flight was going to miss the extended Wellington curfew and had to divert to Christchurch."

She said accommodation and transfers were going to be sourced in Christchurch.

"But based on the times and how long it would have taken to get each passenger accommodation and transport, they would have only an hour or so at a hotel before having to return to the airport," she said.
The last point seems reasonable (actually, is it? surely there's enough accom near the airport to handle a not full 737?), except if you've decided there's no point taking pax to hotels then it seems like it would be a good idea to actually communicate this to them.
 

Mwenenzi

Established Member
Joined
May 17, 2006
Posts
2,090
Qantas
Silver Club
Virgin
Red
The last point seems reasonable (actually, is it? surely there's enough accom near the airport to handle a not full 737?), except if you've decided there's no point taking pax to hotels then it seems like it would be a good idea to actually communicate this to them.
Novotel CHC airport hotel front door is 50m from the terminal and Sudima Hotel 1.1 km from the terminal (after the airport car park). If they had capacity is unknown. The city centre is not far away.

From the flight map looks they decided to divert ~20-30 minutes before arrival
 

drron

Veteran Member
Joined
Jul 4, 2002
Posts
30,707
I was appalled by this statement by a QF spokesperson in the article linked by @encryptededdy .

""The decision to divert was made once airborne, after the boarding and taxiing processes," she said."
So they had 3 hours of flight time to arrange acommadation for the passengers.
 
Sponsored Post

This is an example of a Sponsored Post, one of the many ways you can advertise on the Australian Frequent Flyer.

Other options include banner advertisements on our content and forum pages or our newsletter. You can also purchase an audio message on our podcast - or if you just want to try it out, you can sponsor a thread.

If you'd prefer not to see any advertisements (including these sponsored posts), you can become an AFF Supporter from just $6 and instantly remove all advertisements from our website!

Joined
May 1, 2020
Posts
465
Qantas
Gold
The decision to divert was made once airborne, after the boarding and taxiing processes
Hmm, I mean judging by the flight path it looks like it was made very close to Wellington. As to why they thought they would be allowed to land for most of the flight, I suppose we'll never know.

My issue with Qantas in this case is still the absolute lack of communication with customers. If they decided to not provide hotels because customers would only get 1h of sleep (questionable as to whether that's true, but okay), then they should tell the customers, even if it's just a SMS if they don't have ground crew there.

I'm sure at least some customers would be understanding (although I'm sure some would still be understandably angry over having to sleep in the terminal).
 

justinbrett

Established Member
Joined
Mar 6, 2006
Posts
4,952
Qantas
Platinum
Virgin
Silver
I thought under QF policy you could just go book your own hotel and put in a claim after the event. A$200 per room + A$30 per person to cover meals and transport.

Did the pax clear customs & immigration in CHC or did they stay airside? That could have been a factor as well.
 

oz_mark

Enthusiast
Joined
Jun 30, 2002
Posts
20,062
I thought under QF policy you could just go book your own hotel and put in a claim after the event. A$200 per room + A$30 per person to cover meals and transport.

Did the pax clear customs & immigration in CHC or did they stay airside? That could have been a factor as well.

You could probably argue your case for $200 reimbursement
 

defurax

Established Member
Joined
Jun 27, 2012
Posts
2,992
Qantas
Platinum 1
I don't know if QF is learning from their mistakes...but yesterday when I landed in SIN on QF35, all PAX connecting to the delayed QF1 to LHR (4AM departure) were offered to be bussed to a hotel (clearing immigration without collecting bags) and be brought back at 2AM.
I didn't accept the offer as I didn't mind waiting 10 hours in F/J lounges. I was almost surprised that QF was being so proactive with a 4 hour delay.
 

Enhance your AFF viewing experience!

From just $6 we'll remove all advertisements so that you can enjoy a cleaner and uninterupted viewing experience.

And you'll be supporting us so that we can continue to provide this valuable resource :)


Sample AFF with no advertisements? More..
Top