The complaint has been investigated and
resolved to the customer's satisfactionResolved Qantas — escorted of the plane 5 mins before take off
resolved to the customer's satisfaction
Dear Sir / Madam
My name is Mr. Lee Thomas, I am a Company Director from Hong Kong on holiday visiting my relatives in W.A. I would like to share with you my recent QANTAS experience.
This is a bit of a long story, but I will try to keep it short.
I travelled to Australia with my Wife and our TWO year old Son, we were staying in Bunbury with my Mother. On Tuesday 24th. Feb We traveled to Albany to visit my relatives, on Wednesday 25th. Feb my wife had pains in the stomach and was later rushed to hospital by Ambulance, where is had to under-go EMERGENCY SURGERY for an Ectopic Pregnancy. The Hospital did a fantastic job and my Wife is now doing fine.
On our return to Bunbury on Saturday 28th, I called QANTAS to inform them of the situation and to ask for help in arranging a Wheelchair and to make sure that my Wife could be made as comfortable as possible for the journey home to Hong Kong.
The lady on the phone from QANTAS was very helpful and sympathetic.
We arrived at PERTH INTERNATIONAL AIRPORT at 8am on Monday 2nd March after a 3 hour drive from Bunbury, checked-in and showed the QANTAS staff our Medical / Doctors Letter, stating that my Wife, was quote “FIT TO FLY”
As my Wife was in a wheelchair and I had my TWO year old Son with me, we boarded first, while on board I showed the Doctors’ Letter to the Cabin Crew to make them aware of my Wife’s condition.
FIVE minutes before TAKE OFF, I was approach by a lady from QANTAS named Jane, who was on the phone with a QANTAS Doctor in Sydney. I explained many times to her that we had a DOCTOR’S LETTER stating the she was “FIT TO FLY”.
and that I had phoned QANTAS two days before and explained the circumstances, also that I had shown the letter when we checked-in.
Jane from QANTAS said that we were NOW NOT ALLOWED TO FLY !
When I left the plane to speak to Jane again, she had called the POLICE and SIX FEDERAL POLICEMEN where there.
After My Wife and TWO year old Son were escorted off the Plane, we were told we had to reclaim a luggage.
20 MINUTES (approx) after the plane (without US on-board) departed, Jane said she had finally contacted ALBANY HOSPITAL and they confirmed that YES my Wife was “FIT TO FIT”
We were led downstairs to Departure where we were left by Jane.
The ONLY person that really took care of us while we were waiting for Jane to return with what we to do now was a FEDERAL POLICEMAN, named Eddie who was fantastic.
We were told by Jane that the next QANTAS flight direct to Hong Kong was TWO days later !
We had the choice of waiting in Perth until 1am and fly with CX or flying to Melborne and get the connecting QANTAS flight. We chose QANTAS
While waiting for the Melbourne Flight, Jane generously gave us three LUNCH VOUCHERS which had the WRONG DATE on them so could not be used.
That was just another kick in the head !
EVERYONE at QANTAS from Perth International Airport, Federal Police, Perth Domestic Airport and Melbourne International Airport were fully aware of what had happened and in their words, not mine, EMBARRASED about how we were treated.
So again to fully summarize:
My Wife and I had just lost a BABY
My Wife had to under-go EMERGENCY SURGERY
We were asked to leave a QANTAS flight, when we had a letter stating FIT TO FLY
We had SIX POLICE WAITING FOR US
Short time later it was confirmed my Wife was FIT TO FLY
Altogether it took us 27 HOURS to return home
I must say that when everyone heard what had happened to us QANTAS staff were wonderful, BUT this should never of happened.
I was told by both QANTAS staff and POLICE if I never showed the letter everything would of been OK.
All I did was the RIGHT THING, now QANTAS MUST do the RIGHT THING
I am expecting a PROMPT REPLY
For your reference my Wife’s name is ROSABEL CABATUAN and my Sons’ is CURTIS DANIEL THOMAS we were expecting to fly QF67.