Qantas Perth Domestic business class check-in service failure

[kenkat]

On Monday travelling home from Perth to Melbourne with my wife and toddler son, we were denied boarding by the check-in agent at Qantas domestic after presenting our printed itinerary and my lifetime gold qantas frequent flyer card, my wife tried to present her Silver Qantas frequent flyer card but we were abruptly and rudely told that we must present photo identification for all 3 of us including our 23 month old son. As I did not have any photo identification for my son we were denied boarding. When I said to the check-in man that I was sure we don't need photo identification for my baby and I would be complaining about this, the check-in man accused me of threatening him and he said we would not be flying at all today. We were not given boarding passes, were forced to miss our flight and finally was given boarding passes some 90 minutes later after intervention by a duty manager, who could have let us boarding our scheduled flight but denied us boarding, however he did let us fly some 5 hours later due to alleged threats the agent claimed I made, which I denied making. I tried several times to apologise to the check-in agent if he was offended by anything I said, but he refused to accept my apology and stormed off leaving us abandoned at business check in. I have asked Qantas for apologies from the 3 people involved in this business class check-in failure and clarification of documents required for check in for adults and children.

 

[under the radar]

i did a search on QANTAS.COM..typed in 'ID requirements' on their 'checkin' link...and they state, 'you just write the name of the minor on the back of the accompanying adult boarding pass so the minor will be linked to the adult documents.

 

[kenkat]

Thank you, they never issued a boarding pass for several hours just to delay us and make our lives and misery. Eventually we were issued boarding passes after n I gave them every card in my wallet including Medicare medibank private navy health with my son's name listed.

 

[opusman]

Why didn't you just check in online or using the self-checkin terminals?

I suspect there is more going on here than a random Qantas check-in agent deciding to be rude for no reason.

 

[kenkat]

I tried to check-in on my mobile but because I had an accompanying infant I had to go to check-in

 

[samh004]

Interesting situation, and I'm surprised this issue doesn't pop-up more frequently, as I've always been under the impression there are 2 conflicting rules with taking a domestic flight. You need to have photo ID, and Qantas says FF cards can be used instead (despite not having a photo on them).

I'm glad you eventually caught a later flight, but that doesn't excuse the treatment.

 

[serfty]

... I have asked Qantas for apologies from the 3 people involved in this business class check-in failure and clarification of documents required for check in for adults and children.

The check-in agent was just plain wrong!

Infant aside, to check in domestically you need just ONE of the four listed type of item (note the 'or's): (Travel documents from Australia | Qantas)

Domestic Flights within Australia

If you have an e-ticket or paper ticket, and are travelling on a domestic flight within Australia (flights QF400 and above), you'll need to carry the following items with you:

• Photo identification such as a driver's licence, passport or social security card; or
• Your Qantas booking reference (printed on your e-ticket itinerary receipt); or
• Your Qantas Frequent Flyer membership card, Qantas Club membership card; or
• Credit card used for the ticket purchase.

So, a Drivers License or Passport OR PNR or E-ticket print OR Qantas Frequent Flyer card or Qantas Club membership card OR Purchasing credit card.

While Photographic ID is fine, it is not necessary if you have any of the other forms of identification.

 

[under the radar]

Thank you, they never issued a boarding pass for several hours just to delay us and make our lives and misery. Eventually we were issued boarding passes after n I gave them every card in my wallet including Medicare medibank private navy health with my son's name listed.

hopefully you can locate this info on QANTAS.COM...print it out...bring with you to the airport and hopefully make it easier for you next time you fly with your minor.
Although the checkin staff should know the rules....sadly not always

 

[kenkat]

They made us produce photo identification for me and my wife, our qantas gold and silver frequent flyer card And The credit card I used to buy it and our printed eticket itinerary, receipt and tax invoice, then Medicare medibank and navy health card to identify that my infant was my infant. to then be bumped of our scheduled flight and made to travel five hours later

 

[NM]

I wonder if the check-in agent was really trying to verify that the infant was in fact under 2 years old and hence eligible to travel as an infant without their own seat. So the "proof" being sought was to verify age of the infant and not about photographic matching? But there is no excuse for rudeness.

 

[kenkat]

Thank you we will be prepared for this, but maybe not on qantas business, maybe time to fly virgin, but bring our passports, driving license birth certificates plus itinerary plus Frequent flyer cards

 

[under the radar]

The check-in agent was just plain wrong!

Infant aside, to check in domestically you need just ONE of the four listed type of item (note the 'or's): (Travel documents from Australia | Qantas)

So, a Drivers License or Passport OR PNR or E-ticket print OR Qantas Frequent Flyer card or Qantas Club membership card OR Purchasing credit card.

While Photographic ID is fine, it is not necessary if you have any of the other forms of identification.

i read that info as wel...the OPs concerns are about their INFANT ID...so I find posting this info is irrelevant

 

[eastwest101]

Snapped from the Official QF Web Site:

 

[serfty]

i read that info as wel...the OPs concerns are about their INFANT ID...so I find posting this info is irrelevant

Yeah, I misread the OP (suspect the formatting ... or lack thereof), but at least it puts things on an even keel.

Here's the web link for infant identification: (Travel documents from Australia | Qantas)

...
Identification required for passengers aged under 18 without acceptable forms of identification: Children and Infants travelling with an adult:

• Accompanying adult must write the full name of the child on the reverse of the adult's boarding pass, so that the minor can be linked to the accompanying adult and their identification. ...

As far as needing to prove an infant is aged 24 months and under, there is nothing on these pages regarding and required identification:

Children and Infants | Qantas

Travelling with Infants | Qantas

 

[mannej]

Why didn't you just check in online or using the self-checkin terminals?

There potentially could have been issues with using one of the Kiosks

I suspect there is more going on here than a random Qantas check-in agent deciding to be rude for no reason.

There is always two sides to a story with the truth being somewhere in the middle.
However I have experienced some interesting check in encounters at PER, so I guess anything is possible.

 

[NM]

As far as needing to prove an infant is aged 24 months and under, there is nothing on these pages regarding and required identification:

I wonder if there is a CASA requirement about infants who do not occupy their own seat must be under 24 months of age, and then it would be up to the airline to be satisfied that the child is in fact under 24 months and not over 24 months of age. If this is the reason then its not about identification, its about age verification that the infant meets the requirements for traveling as an infant without a specific seat assignment. Even as a parent of multiple children I would not be able to view a 23 month old child and be satisfied that they are under 24 months of age.

kenkat, was the request for photographic ID for the infant? or was the request to prove the infant was under 24 months of age and hence eligible to travel as an infant without seat assignment?

 

[harvyk]

Dom Perth is the only place I've ever been asked to produce photo ID and my QF card was not suitable enough. I don't know if they've been having problems there or if there is simply an overzealous check in agent.

In any case, whilst we're no where near as bad as the USA, if you and an airline staff member do not see eye to eye on a detail either accept what the staff member says (and then write a massive letter of complaint to the airline) or escalate it to a manager ASAP (and present your case along with any corresponding points on the airlines website). Airline staff members (esp check in agents and / or cabin crew) wield a lot of power towards making your day suck, and arguing a point even on strong ground can still make your day end badly.

 

[kenkat]

Thank you everyone for confirming what I suspected that they were making these requirements up to delay and inconvenience us, that is not customer service of any standard, but qantas management are verbally backing their staff and saying they can request everything and more if they choose even after you have produced 100 points of identification and satisfied published requirements. I have asked for this in writing

 

[mannej]

(and then write a massive letter of complaint to the airline)

Normally I do agree with the advice you do present Harvy, but a massive letter of complaint is a waste of time and likely to rub a company up the wrong way.

A complaint that outlines the issue, the proposed resolution in a succinct manner devoid of emotion is more likely to yield results compared to a massive letter that drags on IMO.

 

[harvyk]

Normally I do agree with the advice you do present Harvy, but a massive letter of complaint is a waste of time and likely to rub a company up the wrong way.

A complaint that outlines the issue, the proposed resolution in a succinct manner devoid of emotion is more likely to yield results compared to a massive letter that drags on IMO.

Agreed, yes a proper well thought out complaint will get a better response than a rambling letter. I was using the term massive more in the sense of lose the battle but win the war. Accept what you have been told at the airport or find some sort of compromise, but don't just let the issue go.