Great Qantas Service at Brisbane AirportAn AFF member has acknowledged the outstanding Qantas service they received from the airline’s ground staff at Brisbane Airport this week. Stevo.1702 was flying from Townsville to Roma with a very tight connection in Brisbane. On any other day, this member would have missed the connection. But the Qantas staff went above and beyond ensuring not only that their customer made the connection, but their bag did as well!

Stevo.1702 was booked on the early morning Townsville-Brisbane flight to connect to the 8.10am Brisbane-Roma service last Saturday. This is the only flight to Roma in central Queensland on Saturdays, and the next flight wouldn’t have been until 1.30pm the following day. With just a 30-minute connection booked, which is the minimum allowable connection time in Brisbane, things were always going to be tight. But when the inbound service from Townsville was delayed by 15 minutes, things were definitely not looking good.

We landed about 15mins late and unfortunately I was seated at the rear of the aircraft, as soon as I got off the aircraft I looked to the screens to see that my Roma flight had closed.

This is when the Qantas service kicked in. The ground staff located Stevo.1702 and rushed them to a waiting car for a trip across the tarmac…

We then walk out of Gate 2 (normally where the buses are boarded) and continue to walk underneath the concourse that leads to the Qantas gates 19,20,21…. We dart left half way and she unlocks a small Qantas white fleet vehicle (Corolla I think – was all a bit of a rush).

She then drives me individually to the door of the aircraft, where on the way she asks about my previous flight and said that last she last heard that my checked luggage was already on a cart heading to the aircraft. I board the aircraft and sheepishly take seat 1B.

Although this member had checked baggage, this too made the connecting flight to Roma. Qantas staff went out of their way to ensure it was quickly transferred between flights.

It probably helped that this member has Qantas Platinum status. It also may have made a difference that this was the only flight of the day to Roma. If the connection was not made, Qantas would have been up for an overnight hotel bill. Nonetheless, the gesture was very much appreciated and reflects positively on the Qantas service.

Perhaps a consequences of it being the only flight of the day to Roma but regardless, really felt the service was top notch and I got exactly where I wanted to be, when I wanted to be there, and with all of my stuff. Thanks Qantas!

Well done to the Qantas ground staff in Brisbane.

Join the discussion on the Australian Frequent Flyer forum: Positive QF experience


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Matt Graham
The editor of Australian Frequent Flyer, Matt's passion for travel has taken him to over 60 countries… with the help of frequent flyer points, of course!
Matt's favourite destinations (so far) are Germany, Brazil, New Zealand & Kazakhstan. His interests include economics, aviation & foreign languages, and he has a soft spot for good food and red wine.

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