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

[Quickstatus]

so can QFi.

QF not big on communication at the moment

Weird that they'd rather use the same frame

Cancelling a flight to prevent another flight being cancelled doesn’t seem like the logical thing to do

 

[RooFlyer]

From @encryptededdy :




Reset the clock!

'Really disgusting': Jetstar cancellation strands 100, ruins family's first holiday in five years

Scores of travellers were left in the lurch earlier this week after Jetstar ushered them off their flight home, put them on a ferry and left them to fend for themselves in a packed-out Queensland tourist town.

www.abc.net.au

 

[justinbrett]

From @encryptededdy :

View attachment 283797


Reset the clock!

'Really disgusting': Jetstar cancellation strands 100, ruins family's first holiday in five years

Scores of travellers were left in the lurch earlier this week after Jetstar ushered them off their flight home, put them on a ferry and left them to fend for themselves in a packed-out Queensland tourist town.

www.abc.net.au

Pffft. Jetstar leaving passengers stranded is not news.

 

[jb747]

Not difficult, because where there are railways, bus companies typically can be contacted at any hour of the day or night for 'rail replacement coaches'.

So if the rail operators can get in touch at any time, so can QFi.

And there is no point to doing so if immigration keeps you on the jet.

 

[kangarooflyer88]

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

 

[encryptededdy]

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]

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.

Novotel Christchurch Airport

Perfect for layovers or leisure guests Novotel Christchurch Airport Hotel is located outside both terminals at Christchurch airport and offers 4 star comfort.

all.accor.com

Sudima Christchurch Airport

Sudima Christchurch Airport is an award winning 4.5-star hotel just five minutes from the airport terminals and next door to the International Antarctic Centre. Facilities include an in-house restaurant and bar, conference rooms, high-speed internet and a shuttle that runs 24/7.

www.sudimahotels.com

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

 

[drron]

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.

 

[encryptededdy]

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]

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]

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

Compensation and Refunds Policy | Qantas

Compensation and Refunds Policy | Qantas

www.qantas.com

 

[henrus]

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

Cleared in CHC

 

[defurax]

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.

 

[AIRwin]

I didn't accept the offer as I didn't mind waiting 10 hours in F/J lounges.

Did the lounges stay open?

 

[defurax]

Did the lounges stay open?

F lounge closed at 9PM and J lounge remained open until 3.15AM

 

[AIRwin]

F lounge closed at 9PM and J lounge remained open until 3.15AM

F lounge should have stayed open given QF1 has F class?

 

[encryptededdy]

A friend is on tonight's QF163 and I'm advised it hasn't started boarding yet (7:50pm Sydney time). Wonder if we'll see a repeat, or if he'll end up in a hotel in Sydney tonight.

 

[kpc]

A friend is on tonight's QF163 and I'm advised it hasn't started boarding yet (7:50pm Sydney time). Wonder if we'll see a repeat, or if he'll end up in a hotel in Sydney tonight.

Scheduled to land at Wel at 1250am....10 mins b4 curfew...wouldn't want any further delays!

 

[justinbrett]

It’s not going to make it. Still hasn’t taxied and flight time is around 2:25 based on an earlier flight today.

I guess the delay in taxi might be due to them trying to get a dispensation.

 

[justinbrett]

Taxiing now. Can’t see it landing by 0100 but it won’t be that late. Probably only 5-15 minutes.