Its not exciting when Tiger do it because thats what we have come to expect from them however we don't expect to hear such stories from Qantas.
The counter staff are used to everything being booked in advance and the special service request for the dog being organised prior, however if they can't process it themselves why didn't the counter staff call reservations direct and ask them to process the booking for Ms Purcell ... To me that would of been customer service.