Qantas Airways

Well, we all have our story to tell and unfortunately my one is no different from any other unsatisfied customer of QANTAS AIRLINES...whether it be FF member or not! I am a first time traveller with Qantas and was appauled o find that i had to wait at SYDNEY AIRPORT AUSTRALIA FOR 7hours for AIRCRAFT TO ARRIVE at 10pm in transit with 2 young infants and appauled at the lack of help given by the Service Staff offered in the waiting lounge at HEATHROW airport who then left me stranded by QANTAS with 2 infants again given no altermatum given a connecting flight to MADRID with IBERIA AIRLINES because there was no direct connect flight out to LYON airport in france ON QANTAS due to DELAYS again in aircraft arriving on shedule because they say due to busy traffic on the way over WHICH IS A LOAD OF [censored]! my foot! and given no choice but to take the connecting flight on IBERIA AIRCRAFT whom the Customer Service assistance in the LOUNGE AREA were amongst the WORST to offer assistance to MOTHERS TRAVELLING ALONE WITH children to provide or offer any help or assistance at all because they say ITS NOT THEIR JOB TOO AND THAT THEY CANT HELP TO ASSIST AT ALL? AND THEY JUST COULDNT CARE LESS MOTHERS OUT THERE WHO ARE READING THIS COMPLAINT SOOOOO BEWARE ALSO OF IBERIAN AIRLINES! WHILE i informed their staff at the waiting lounge that i had a disability with sight as vision impaired so needed SPECIAL ASSISTANCE TO HELP ME FIND MY WAY TO THE NEXT GATE and they just said THEY COULDNT HELP ME! IT WAS NOT THEIR JOB! AND SO THEY JUST DIDNT GIVE A HOOT TO LODGE IT ON THE COMPUTER THAT I NEEDED SPECIAL ASSISTANCE which was what they were required to do and DIDNT...SO after fuming for half an hour i insited they tell me what gate i was boarding at and they finally told me GATE 8 so had to wait another 4 hours until i boarded again! so i made my way to the boarding gate which was a good 5 mins to walk to with 2 children, 1 was 3years old and a 7month old baby who after 2 whole days of DELAY DELAY were sooo worn out and tired that i had to practically drap my baby to the gate fast asleep and kicking a tantrum with my luggage in the other hand trying to balance out the baby tooo might i add ALONE! and BLOODY ANGRY TOOO sooo . once i got to the gate, the staff told me that there was a delay with the airline which meant i was going to miss my connecting flight to LYON FROM MADRID, which just took the cup as i have now made a world record of travelling alone BLIND, NO SPECIAL ASSISTANCE, TRAVELLING WITH 2 INFANTS ALONE and stranded in MADRID for the night til the next available flight out from MADRID TO LYON. how shocking and utterly disgusted i was to even have taken all this crap from just ONE UNRELIABLE AND UNTRUSTED AIRLINE! NEVER NEVER NEVER AGAIN QANTAS will i even recommend your airline to family or friends to travel internationally or nationally as you are showm to be INCOMPETENT TO PERFORM AND MEET DEADLINES. you all disgust me and never again will i ever travel with you again. I HOPE IN ALL DUE RESPECT THAT SOMEONE WITH HIGHER AUTHORITY SUES YOUR BLOODY ###! stuff your bloody FREQUENT FLYER MEMBERSHIP AS THEY DOES NOT HOLD ANY BLOODY SECURITY FOR ANYONE TRAVELLING ON YOUR AIRLINE KOS ALL THEIR GOING TO GET IS ANOTHER DISAPPOINTED FFLYER COMPLAINT OR OTHERWISE PUBLIC COMPLAINT MADE FROM MAD AND PISSED OFF PASSENGERS LIKE MYSELF! you idiots!

We flew as a family of four from Jakarta (one child is 3 y.o), QF 42 on Wednesday night 9 July, 11.00 pm local time. The plane was delayed for two hours due to injury of one of the staff, which was OK to us because their health and safety is important. Arrived at Sydney airport we had to do custom clearance and immigration check and by the time we have finished it was 11.00 am Sydney time. So we have missed the connecting flight that has left Sydney at 9.00 am. When we were waiting in the line at the international transfer, a Qantas officer approached us and pulled us off the line. She told us her colleague will look after us and just wait there. After 15 minutes no one came and we could not see the girl. So we asked another officer who then told us to go back in queue. At the counter, my husband handed the paper work etc. I did not know the officer re-booked us on 18.00 plane to Sydney (6-7 hours wait). I then went to a guy and asked for a ground manager as I did not want to bother the counter officer who was busy.

A guy took me to see her and I asked her is there any alternative for us as we have 3 years old. I told her it was Qantas that delayed the trip for two hours. Right on, she was so rude and blasted on me that Qantas has no responsibility whatsoever for stranded passengers and I should read the fine print on the tickets that as long as Qantas took us even at 12 o'clock at night, that's their responsibility. I said but it was not our fault, how about accommodation or meal voucher? She said no, it is not Qantas responsibility. Thank you for your rudeness, and I told her she is a f*** ###. She screamed, yelled, went psycho, and ordered the security guard to take the WHOLE family of the plane. I walked to the security guards at the security point who were stunt and blank, did not know what to do. She made herself a joke, chasing me, screaming at me, pointed her finger at me, told me I need to sit at the corner think the way I had spoken to her. I thought, this was not good if my whole family have to suffer so I said to her what I have to do, and she said she is not negotiable and that was her decision. I walked to her, she did not want to talk to me, screaming at me. At that time an officer approached me and I said to him that I wanted to talk to her to negotiate and what I need to do to put my family back on board. He said to me that she could not do that. I said thank you to him. Back to the security guard I told them that she has no right to take people off the plane. They were relieved and said that no one has the right to do that. The security people are so supportive (they saw how she treated me in front of their eyes) and advised me what to do, go to customer service and asked them alternative and meal voucher, chilled out. They informed me that the guy is actually higher position than her. By the way, hush hush, what you actually said to her? I told them I called her f*** ###, and they said, good on you.

This whole incident was regrettable and not necessary. Qantas is a good organisation, with committed staff who know how to respect and pay courtesy to people, and said the right thing when circumstances call. My complaint is related to the individual who has the position as the face of Qantas on the ground abusing of her power that she did not have and threatening the rest of the family not connected with the incident. I would have expected a simple answer like this:

Yes, I really apologize for the inconvenience, unfortunately, our plane is all fully booked, not only because of school holiday but also there is a world youth day. This is the best we could do for you, we can offer you is meal voucher, go to gate 13, customer service and tell them. It is all so simple and does not cost much to apologize on behalf of her employer who actually paid her wages unfortunately.

Her attitude is rude as a ground officer (manager?), no respect and courtesy. Too many of this incidents would have tarnished the reputation of Qantas. We were just stranded passengers, what would she like if we were terrorist?