QF636 SAGA!! How do I ensure this gets looked at?

[JessicaTam]

Yikes. All I could think whilst reading the ever increasing failing from QAN was WTF!?!

This is absolutely unacceptable. Surely there is someone senior enough on duty to follow events like this through to a decent conclusion. This is not just a failure on the night, but indicates a systemic/procedural failure. I hope you are showered with points/flights/refunds before this hits ACA or TT.

 

[a330j]

This is more than disappointing, its disgraceful (being very polite) on the part of QANTAS. A true '3rd world airline' story. An it continues to reflect poorly on QANTAS given its continued stony silence since the incident. Maybe you need to flick a couple of quick letters to Leigh Clifford (Chairman) and Alan Joyce (CEO). You might get quicker consideration if you start at the top.

 

[ms1]

Not even sure if Tiger Airways would be capable of this sort of customer treatment

 

[madrooster]

I hope you are showered with points/flights/refunds before this hits ACA or TT.

Maybe it does need to hit the press... to highlight in order: BNE's airport delays, Anthony Albanese's stiff curfew rules and QF's poor handling.

 

[Melburnian1]

I agree: no problems with holding patterns and at least the QF plane had more spare minutes of fuel than some others, but it shows a systemic problem at QF.

One would have thought that its Operations Centre would have SOP for such occurrences, given that the nature of its business is that the OC must be manned 24 hours a day, every day.

The OP deserves credit for such a comprehensive report. You have been patient: you have not rushed into prnt five hours after the incident allegedly occurred.

QF needs to significantly compensate all passengers.

By way of comparison, surface travel operators like QR, NSWTrainLink, Great Southern Rail or V/Line would never get away with treating their passengers like this. Taxis or coaches would be immediately organised while staff would oversee the whole process.

Our airlines claim that they are superior to all other methods of transport but in mini crises like this, their lack of organisation sometimes shows. This is all the more surprising when the only time in recent memory that QF may not have had a plane in the sky was the major industrial incident on a Saturday night.

Have any of the passengers considered contacting the Airline Customer Advocate by letter or email?

http://www.airlinecustomeradvocate.com.au

 

[kpc]

Thank you for giving Qantas an opportunity to address your concerns. I'll review this matter in more detail and get back to you asap.

I too would love to hear QFs response to this saga....

 

[Pushka]

I don't think anyone has criticised Red Roo?

 

[MH_fan]

I just read the OP's story. I am gob-smacked. How can any airline (full-service or LCC) treat their passengers like that?!
I hope there is adequate resolution to this and that the passengers have been apologised to and appropriately compensated.

 

[a330j]

Not criticising Red Roo, it was only dumped in its (sic) lap this afternoon - but is RR the only person in QANTAS that can do something about this, it did happen almost 2 weeks ago.

 

[anat0l]

<redacted>

I'm appalled reading this right now; you have no idea. :evil::evil::evil::evil::evil::evil::evil: I'm absolutely disgusted, and the fact this happened two weeks ago without suitable resolution is even more embarrassing and appalling. I'll stop short of saying criminal...


Apart from that, I hope the resolution for your situation is rapid and commensurate to the unnecessary incompetence you've experienced.

That said, arranging 100 cabs at one time would've been a little challenge at that time at night (yes, even in Brisbane, don't ask), but that's beyond the point.

 

[BAM1748]

Not even sure if Tiger Airways would be capable of this sort of customer treatment

Tiger passengers wouldn't be complaining, "we got you to Brisbane didn't we, what else do you want, your luggage?"

 

[BAM1748]

I agree: no problems with holding patterns and at least the QF plane had more spare minutes of fuel than some others, but it shows a systemic problem at QF.

I beg to differ, the fact that we here are all surprised and shocked at what happened and there are no reports of these types of stuff ups on a regular basis tell me it's not systemic at all. It tells me QF deal with such problems without issue on a regular basis.

If it happened as described then someone needs a kick up the backside, if indeed there was 100 people waiting on the footpath outside a desolate terminal building that's just not on. But lets wait an see what comes back from QF by way of an exlaination.

Matt

 

[Markmat]

Truly shocking story, definitely you deserve compensation and a big apology. This is definitely one of the worst flight stories I have heard with a combination of parties at fault including Brisbane Airport, GC Airport, and Qantas. Qantas needs to take the most blame for the predicament they put you in, as they have a duty of care to their passengers. Please let us know the response.

 

[anat0l]

I beg to differ, the fact that we here are all surprised and shocked at what happened and there are no reports of these types of stuff ups on a regular basis tell me it's not systemic at all. It tells me QF deal with such problems without issue on a regular basis.

If it happened as described then someone needs a kick up the backside, if indeed there was 100 people waiting on the footpath outside a desolate terminal building that's just not on. But lets wait an see what comes back from QF by way of an exlaination.

Matt

Agreed - QF have often dealt with situations like these (planes full), even where it isn't their fault for the diversions / cancellations / etc.. Admittedly, the last time I heard of these kinds of incidents happening it was in SYD, which is QF home base, which is a bit easier for them compared to BNE or OOL as it were. Still, I'd always have faith that QF could do the right thing.

So naturally I'm really, really surprised and disgusted to hear the OP's account. Had the OP's account been exemplary of a systemic lack of process and attention at QF, then I'd start to advocate the use of blood as compensation.

 

[Jaryd]

Wow. Thanks everyone!

I was expecting to be told that I was overreacting!

To answer some of your questions:
- there were no AFP around. The airport was completely deserted. I did not see anyone who was not on the plane with us.
- there were about 40-50 people on my bus I think. There was a second bus carrying more passengers which we were told was about 30 mins behind us. This would have arrived about 10 minutes after I got into a cab should it have run on time. I have no idea how they would have gotten home. Especially those going to the Sunshine Coast etc.
- I've seen lots of examples where QF have gone out of their way to help people in situations like this. Which is why I want them to look into what went so drastically wrong!

 

[Deleted member]

What I find astounding is that there is not someone with a mobile phone on 24 hour standby to take calls like this , who has both the power / authority to fix problems. Like this.
I have always held the belief that rapid and effective response will convert a complaint to a an advocate . It is the kind of marketing that money can't buy.

 

[anat0l]

Wow. Thanks everyone!

I was expecting to be told that I was overreacting!

Whilst I'm glad in a way you discovered AFF, as we could definitely help you make sure this gets looked at, if anything I'd say you underreacted, especially to wait this long for QF to provide an adequate response. Let alone underreacted on the night in question.

What I find astounding is that there is not someone with a mobile phone on 24 hour standby to take calls like this , who has both the power / authority to fix problems. Like this.

If I recall correctly, QF have a Crisis Response Centre which normally handles things like diversions, medicals or other majors and the like, but I don't see why they couldn't be called upon to handle this. And don't run it by me that that centre isn't possibly running 24 hours a day.

And why isn't a phone agent at QF empowered to call upon the powers to get authority / take delegation / wake up the right people to instigate a standard process to get these kind of resolutions. Surely it's not the first time they've dealt with something like this before.

 

[Pushka]

I have always held the belief that rapid and effective response will convert a complaint to a an advocate . It is the kind of marketing that money can't buy.

Indeed. Mistakes and problems will always arise. It's how an organisation deals with those issues that sets them apart from their peers.

Wow. Thanks everyone! I was expecting to be told that I was overreacting! <snip>

And maybe helped you a little in feeling better at the whole situation. Hope you continue to post. They're a great bunch here and I have learnt so much in being a member here.

 

[anat0l]

Whilst this is a dreadful lack of response from QAN, I don't think that response is in order.

I hope you don't work in the justice system.

Frankly, unless both of you live in Brisbane and understand, I don't see how the first party should not be subjected to the treatment; and as for the second one, at minimum would be dismissal from their job, with no reference for any future work in customer service. In Singapore, there would also be the option to have all retirement benefits confiscated, but not in this country.......

 

[puppysparkes]

Wow. Thanks everyone!

I was expecting to be told that I was overreacting!

To answer some of your questions:
- there were no AFP around. The airport was completely deserted. I did not see anyone who was not on the plane with us.
- there were about 40-50 people on my bus I think. There was a second bus carrying more passengers which we were told was about 30 mins behind us. This would have arrived about 10 minutes after I got into a cab should it have run on time. I have no idea how they would have gotten home. Especially those going to the Sunshine Coast etc.
- I've seen lots of examples where QF have gone out of their way to help people in situations like this. Which is why I want them to look into what went so drastically wrong!

Did you submit a formal written complaint at all? I'm always interested in how quickly QF respond. I'm often left wondering if they triage complaints and respond accordingly. Personally I would expect an initial verbal response within 24-48hrs for this type of experience.