Some days the stars just don’t align for you and what could potentially be a great day turns into a cluster fuck of a day. We all have those days, moments and experiences. Well that’s what recently happened with me on a voyage from Melbourne to Manila when travelling with Qantas. If you follow along on the tweets (now on Snapchat @honeybirdtravel) you would have been kept up to date as the Qantas social media team tried to tell me how everything that happened to me was a ‘safety issue‘ and ‘we’re sorry that you had a less than positive experience‘ with us.

In the hope that no woman (or let’s be honest here – person) ever has to go through what I did the following story is a true tale. Despite what you may be thinking after you read the below email to Qantas Customer Service team and a few select executives this actually happened to me.

I’ve removed the names of people involved and given them rather accurate descriptive names.

Note– Qantas have recently reached out to respond to me and in an attempt to resolve this issue and respond accordingly. Which in itself has been a fascinating experience. The general feel of these conversations has firstly been;

• We’re not going to treat you like an idiot and apologise. What happened was unacceptable on every level.
• We hope that next time you fly with us it is a better experience.

As of 29 June there are on going discussions on how this can be turned from a shit storm of an experience to a positive customer service relations issue. Think community crisis management.

To date a lump sum of 20 000 frequent flyer points have been added to my account.  Which may initially seem generous if you don’t consider the fact that to redeem these points (ie on a new flight) I’ll have to pay Qantas for the service.So I’ll be double paying for the uniquely terrible experience.

If anything further comes of this I’ll update and let you all know.

On Sunday 05 June I happily packed my bags and made my way to Melbourne airport. With little to no stress I checked into my flights from 09:00 Mel-Syd and following 12:10pm flight from Sydney – Manila. As a regular international traveller there was little to nothing out of the ordinary happening in Melbourne airport. After clearing security, grabbing a much needed coffee and making my way to the designated gate I see the dreaded CANCELLED red wording on the gate screen. As the connection time between flights, which were those suggested by the Qantas website, was rather tight I nervously approached the last remaining friendly Qantas staff member I would speak to in the next 24 hours. Though at this point in time I was unaware that my day was about to go from nice to utter cluster fuck.

As I stood to the side shocked at being brushed away by a Qantas staff member two lovely  gentlemen business class passengers arrived at the counter also requiring assistance to get to Manila. Now at this point the wonderful, amazing and helpful Qantas staff member emerged. As the lovely well dressed gentlemen asked if we, including myself, could be rerouted via Singapore to Manila. With incredible efficiency the staff member was on the phone and able to book these passengers to Singapore on Qantas ongoing to Manila with Philippines Airlines. Whilst politely discussing the numerous options for male business class passengers I was booked onto the same Qantas flight and then an ongoing Jetstar flight to Manila. Beggars can’t be choosers when flying economy. Though this change in flight situation has taken an 11hr trip to a 22hour trip seeing my flight now arrived at 5.55am

Now holding my newly confirmed flights I do as I’m told, going through to collect my very small bag to be checked in and collect the newest bunch of boarding passes. By now I’m sure you are thinking gosh what is this women’s issue? Our surly staff got her seats and helped on what can only be describe as a terribly busy day for all airport staff.

An uneventful time was had during my transit and whilst waiting for QF05 to take me away to Singapore. Again the terribly disappointing service from Qantas escalated during this flight. Never before have I sat on a flight and felt like an  inferior human being. Like many passengers I do enjoy the on board entertainment system during flights. As I was enjoying the unique selection on offer, with my head phones in Qantas Air Host Member Of the Year walked along the cabin offering passengers a bottle of water.  As she passed me by twice with no water offered, I politely asked for a bottle. As she stood over me with a look of disgust on her face, with a tray full of water bottles in her arms, she informed me that she had given my water to my husband seated next to me. I was unaware that Qantas staff were still in the mindset that a young woman is not allowed to travel or indeed converse with the outside world without her husband. Now whilst I understand that such slip ups happen, a simple oh I’m sorry here’s your water would have had my giggling about this with my friends. However Qantas Air Host Member Of the Year decided to increase the level of awkwardness and certainly my discomfort by instancing that the young man, a total and complete stranger to me, go through his bag and return to me the bottle of water. All the while holding a tray full of water bottles.

I won’t bore you with the rest of the details on this miserable flight. The horrid inedible food (image attached), staff ramming into me during flight and the total and complete lack of care. It was with great relief when I disembarked in Singapore and made my way to the Jetstar transfer desk.

Jetstar did a magnificent job of getting me to Manila on time where a staff member from the Department of Tourism was waiting for me. As I grab my bag, head through customs and taken  to the domestic terminal I finally get a moment to freshen up and change my clothing. Only to discover that my bag at some point during this epic journey has been soaked. All of my worldly possessions were wet. With water dripping from my toiletry bag to wringing out my shorts. With a full day starting out with a domestic flight and followed by adventure activities my options were limited – dirty plane clothes or wet underwear. As I dislike wearing wet underwear I opted for dirty plane clothes.

During this saga the Qantas social media team did a wonderful job of ensuring me that I was nothing more than a number and only worthy of canned responses. The ever so helpful it’s a safety issue response was rolled out. Though my favourite response was being told that “it’s always our aim to follow a fair and consistent approach, and the baggage allowance and dimensions must be followed to check baggage in.” Which amuses me as this bag is a 55cm spinner case which I have frequently used as carry on baggage when flying with Qantas, Virgin and Jetstar.

I can not honestly express my disappointment during this saga. As I had personally requested to fly Qantas and not the direct flight with PAL, assuring the organisers that Qantas would be the airline of choice, offering exceptional service and delivery. Instead I found my travel time doubled, the staff sulky and unwilling to provide assistance, missed the briefing dinner and meet & greet breakfast. As my journey through the Philippines progressed the story of this saga was passed among the staff who truly felt sorry for me and went above and beyond to ensure that the rest of my trip was an exceptional experience.

What this story isn’t about

This story isn’t about money grubbing and shaming Qantas into giving me free stuff. Though I might have to reconsider that if they give me a life time brand ambassadorship, unlimited first class tickets and a pinata. That aside this is about sharing the story of what happened and ensuring that this doesn’t happen to anyone else. The staff that I came across failed in their duty to me as a passenger. Which you can read more about in the Qantas Customer Charter

This is me giving honest and critical feed back to a large corporation who differentiate themselves in a flooded market by giving the best custom service and experience. With 93% of their 30,000 staff based in Australia it’s easy to see how some things may pass them by.

Qantas is widely regarded as the world’s leading long distance airline and one of the strongest brands in Australia.

We have built a reputation for excellence in safety, operational reliability, engineering and maintenance, and customer service.

-About Our Company- Qantas.com.au

If you find yourself in a similar situation with any airline in an Australian situation you can contact the ACA for assistance.

The Airline Customer Advocate

The objective of the ACA Scheme is to facilitate, in accordance with the Complaints Process, the efficient resolution of complaints about Airline Services that have not been resolved by direct communication between the Eligible Customer and the Airline under the procedure provided in the Airlines Customer Charter.

You can contact the ACA at www.airlinecustomeradvocate.com.au or write to them at:

Airline Customer Advocate
Level 18, 363 George Street,
Sydney NSW 2000

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