Here is a recent example of a recent Qantas stuff up. A friend visits us in Sydney. She is due to fly out Friday 15th to LAX on QF11. She arrives at Terminal 1 three hours+ before the ETD and unfortunately tests positive to RAT, then has a PCR test (positive) but by now has missed her flight. She goes into self-quarantine- no symptoms. The following week she has a 3-hour wait on the phone to rebook and it costs an extra $3000. She sees a local medic and gets the required letter of clearance, and sends an email to
[email protected] as required more than 24 hours prior to departure (now to be on QF17 at 2140 on Sunday 24th after a Arriving at the checkin she is told No, your email was not received. She points to her outbox, and notes her email did not bounce. Therefore she argues it was received. She is told No Ma’am, you don’t understand, COVID is responsible for this, it is not our fault. She is told there is no way they can accept her letter of clearance even though she has the original in her hand and offers it. The kind Qantas assistant simply says, you will have to rebook for a later day, and send your letter in via email as required, or…… you could take a RAT here and now. Not wanting to pay ANOTHER $3000 to rebook YET AGAIN she takes a chance, has the RAT and thankfully tests negative, so is finally on her way.
This Qantas Customer Service was inflexible, arrogant, uncaring……(but to be fair the problems are obviously all the fault of our friend, the pax!)… Is this SOP?.
I suggested she write and complain, she said it is easier just to fly with another airline in future.
Are you reading this Alan? I would be happy to receive a pm.
Seabreeze