We arrived 2 (two) minutes before the luggage book-in closed. My husband rushed to book in our one duffle bag weighing less than 4 kg. Qantas staff told him they were sorry but luggage was closed and glancing at our bag told him the bag was too big to take on as hand luggage. There was still 30 minutes before the plane left but Qantas staff would not give assistance, only saying, "Sorry, they are the rules, you'll have to go on the next flight." My husband was issued boarding passes for the next flight. He did not check the documents assuming Qantas know what they're doing. His main concern ALWAYS is my wellbeing in such a busy environment, I'm handicapped.
We waited 3 and half hours for the next flight. We did notice other passenger's hand luggage was not smaller than ours by the way!
Being in a wheelchair, we waited at the end of the boarding line. Which surprised me because all other flights I've taken, airport staff have wheeled me on first to ensure I don't have difficulty getting to my seat and don't hold up others. My comfort and welbeing seemed to be a genuine concern once.
When the woman took our boarding passes it was discovered we had only been issued one. She instructed my husband to go over to the desk to get another.My husband was so insensed by the treatment we had experienced so far, he became angry and demanded Qantas fix their mistake. Yes, he swore and raised his voice at which Qantas staff immediately called police. Being a stroke victim causes fatigue and tears so at that stage I was VERY DISTRESSED which in turn worries my husband.
The aircraft was held up whilst police took our statements and from Qantas staff.
Qantas decided we would not be perrmitted on the aircraft and that our luggage should be retrieved. I wanted to ask a Qantas woman a question as she passed and lightly touched her arm. I was hoping to bring some reasoning into the equation.
She reeled around raised her hand at me and aggressively told me not to touch her. I caught her jacket and as she rushed off a button flew off. She immediately accused me to the police I had torn her clothing, to which the police moved in to protect her from a middle aged cripple sitting in a wheelchair!
The interviews, getting our bag off perhaps caused a 30 minute + delay.
My husband was charged with "public nuisance". 3 police escorted us out of the terminal.
From beginning to end our experience with Qantas staff was unbelievably aggressive. At all times we were not offered any assistance and particularly there was no concern for the wellbeing of their handicapped passenger.
I'm going to the Ombudsman......but in the end nothing will change.
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Dear Qantas
My name is Frank Poole frequent flyer no 5336466 over the last few months it seems that my flights are frequently being delayed only a couple of weeks ago I had to stay overnight in Brisbane again, this time it was most inconvienent being I missed out on my fishing trip to the barrier reef and my money.It all started at Kalgoorlie leaving late for Perth then really late leaving Perth for Brisbane leaving no hope of connecting my flight to Townsville.
This same senario nearly happened again last week only for the Townsville flight being held up, I had to rush to the gate as soon as I got off, not very nice when you have been sitting in a plane for 5 hours.
I fly across Australia one way or another every week with Qantas a lot of things are annoying I had to hold my head set jack in the whole time when I used it or it would pop out very frustrating trivial I know but a movie does pass the time.
cheers Frank
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I had a direct flight with Qantas from Johannesburg to sydney, but our flight was delayed with 9 hours. I booked my luggage in at 14;45pm and my luggage was in there care for 11hours. When i got to sydney only two of my bags made it to sydney. I emediatly reported the lost bags at baggage services. After a couple of phone calls and email I located my one bag myself which was still in Johannesburg International and never made it on to the plane. I did ask Qantas just to ring Johennesburg International, but there answer was, "this is not how we locate lost bags" they have this system called worldtracer. Up to today I have'nt heard anything from qantas. My one bag got delivered, but the other was still missing. According to qantas both of my bags was delivered and my file was closed. What happend to customer service? I have left messages with qantas to contact me, but up to today nothing happend. I think that qantas has the worst customer service department I have ever come accross with. Well just one thing about qantas, you can't compain about there service because there is'nt any.....
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