But in this case, QANTAS, initially, was less than honest.
It seems that on inquiry, the dog's owners were given the old public service 'sloping shoulders, not in my duty statement' treatment.
It was only due to their persistence that QANTAS finally accepted responsibility - see
http://canberra.yourguide.com.au/det...tory_id=568172
As the dog owner says:
"I think its time these large organisations like Qantas stopped treating the public like idiots, and were more transparent in their processes. Europe and the US are way ahead of Australia in terms of public accountability and the right to information by the ordinary citizen."