Just because you sent an email, does not guarantee the addressee received it. So when the below (my bolding and colour) did not happen, what did the friend do?
Once you've submitted your documents, your request will be assessed in accordance with the relevant government COVID-19 vaccination exemption and past positive medical clearance guidelines and requirements.
We'll then contact you to advise:
- if your request for a COVID-19 vaccination exemption or COVID-19 past positive medical clearance is accepted (pending test results), or
- if your request isn't accepted and advise you of your options.
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.
When you arrive at the airport on your day of departure:
- For flights departing Australia, we're not able to process any COVID-19 past positive medical clearances at the airport on your day of departure. Therefore, you'll need to ensure you submit all relevant documentation in advance, otherwise your request will not be considered, and you may not be able to board your flight.
That they will not process clearances at the airport on the day of departure is mentioned a couple of times else where, so should not have been a surprise. She has turned up at the airport without receiving prior advice from QF that she can travel or not.
There is no mention in the QF document of taking a RAT at the airport in a case such as this to prove COVID status. That the QF staff let her do it, and then let her on the flight, when their published SOP says they won't, to me, says they did her a massive favour.
Rather than slagging QF. she should be praising them for bending their own rules and ultimately saving her another $3000.