I think this is a fail? - (No) Assistance on-Board

[FrustratedQP]

I have a return trip to HNL in J booked for SWMBO, her mother and myself next November. My mother in law will be 89 and has some mobility issues. I read on the Qantas site under the heading' Assistance On-Board' that Qantas' seating allocation system allocates appropriate seats to passengers with specific needs. You can request particular seating requirements when booking or at check-in and where possible, Qantas will attempt to accommodate seating requests.

I rang the 131313 number and spoke with a representative and explained that my 89 year old mother in law has some difficulty walking and asked if it was possible to move further forward so that she wouldn't have too far to walk to the toilet which is at the front of the J cabin on the A330.

I was told it was not possible. I asked if it was due to lack of status and was told that that was probably the reason.

I fully understand that status should take precedence on almost all occasions, but I do believe that under these circumstances Qantas could have made an exception, otherwise why offer the possibility of assistance on the website if they are not prepared to do anything over and above what I have already done myself. (i.e. move us as close to the toilet as possible within our status entitlement)

 

[medhead]

You would be best placed to contact Special Handling. IME they can do heaps more than the ordinary call centre. However, they might have some questions about fitness to fly. It does say to call the normal call centre to be redirected. But there used to be a direct number available on the medical clearance form.

Helpline for customers with specific needs

 

[MEL_Traveller]

I have a return trip to HNL in J booked for SWMBO, her mother and myself next November. My mother in law will be 89 and has some mobility issues. I read on the Qantas site under the heading' Assistance On-Board' that Qantas' seating allocation system allocates appropriate seats to passengers with specific needs. You can request particular seating requirements when booking or at check-in and where possible, Qantas will attempt to accommodate seating requests.

I rang the 131313 number and spoke with a representative and explained that my 89 year old mother in law has some difficulty walking and asked if it was possible to move further forward so that she wouldn't have too far to walk to the toilet which is at the front of the J cabin on the A330.

I was told it was not possible. I asked if it was due to lack of status and was told that that was probably the reason.

I fully understand that status should take precedence on almost all occasions, but I do believe that under these circumstances Qantas could have made an exception, otherwise why offer the possibility of assistance on the website if they are not prepared to do anything over and above what I have already done myself. (i.e. move us as close to the toilet as possible within our status entitlement)

I'd email customer care. Perhaps the front-line agent was unaware of the scope in being able to help you out.

I can't imagine a Chairman's Lounge or Platinum member who would want to pull rank on an 89 year old!

 

[juddles]

just out of interest, which row were you offered?

 

[harvyk]

I can't imagine a Chairman's Lounge or Platinum member who would want to pull rank on an 89 year old!

IME customers of need outrank WP's / CL's with seat choices, provided there is a valid reason for the choice of seat.

 

[FrustratedQP]

Row 4 is the closest to the front that I can select. It appears from the seatmap that she will have to negotiate the galley then 3 rows of seats before reaching the toilets. I know that it doesn't sound like too much of a disposition, but she will 'have to 'furniture walk' all the way hanging onto every available seat on the way. With regard to her fitness to fly, other than her unsteadiness on her feet she is in excellent health. In the case on an emergency, she won't be an impediment to any other pax as my wife will be sitting next to her.

 

[juddles]

Yes, row 4 is a lot further than the three rows up the front. Could it be they cannot accomodate all three of you? In any case, I am sure as advised upthread that if you persist they will sort something. In my experience there can be techno barriers to customer service, but the actual Qantas staff do care!

 

[FrustratedQP]

Yes, row 4 is a lot further than the three rows up the front. Could it be they cannot accomodate all three of you? In any case, I am sure as advised upthread that if you persist they will sort something. In my experience there can be techno barriers to customer service, but the actual Qantas staff do care!

Thanks Juddles, I specifically told them that I didn't mind sitting anywhere if they could only accommodate my mother in law and wife.

 

[medhead]

Since there are no issues with fitness there would be no downside to follow up with special handling and discuss options. If you share the flight details I, or someone else, can check the seat map.

 

[FrustratedQP]

Since there are no issues with fitness there would be no downside to follow up with special handling and discuss options. If you share the flight details I, or someone else, can check the seat map.

Thanks Medhead, I appreciate your offer. the flights are QF3 11 Nov 2015 and QF4 Nov 2015. I apologise in advance if I don't get back to you following any results that you might give me as I am off to the dentist to, hopefully, fix a very painful tooth.

 

[medhead]

QF3 looks pretty wide open. This is platinum seat map. Can check QF4, just need a day. But I'd expect it to be pretty similar.

View attachment 42954

 

[Red Roo]

I have a return trip to HNL in J booked for SWMBO, her mother and myself next November. My mother in law will be 89 and has some mobility issues. I read on the Qantas site under the heading' Assistance On-Board' that Qantas' seating allocation system allocates appropriate seats to passengers with specific needs. You can request particular seating requirements when booking or at check-in and where possible, Qantas will attempt to accommodate seating requests.

I rang the 131313 number and spoke with a representative and explained that my 89 year old mother in law has some difficulty walking and asked if it was possible to move further forward so that she wouldn't have too far to walk to the toilet which is at the front of the J cabin on the A330.

I was told it was not possible. I asked if it was due to lack of status and was told that that was probably the reason.

I fully understand that status should take precedence on almost all occasions, but I do believe that under these circumstances Qantas could have made an exception, otherwise why offer the possibility of assistance on the website if they are not prepared to do anything over and above what I have already done myself. (i.e. move us as close to the toilet as possible within our status entitlement)

Please send me a private message with your flight details as reference, in case there's anything I can do to assist.

 

[RooFlyer]

So, by the look of it, yes, it IS a fail by Qantas.

Its all very well and nice for Red Roo to offer to help here, but how many grannies or others needing just a soupçon of extra consideration are told "tough luck" in situations like this?

 

[juddles]

So, by the look of it, yes, it IS a fail by Qantas.

Its all very well and nice for Red Roo to offer to help here, but how many grannies or others needing just a soupçon of extra consideration are told "tough luck" in situations like this?

I hear you, but at the end of the day there is an absolute endless stream of people wanting benefits - we see it on this fórum every single day. ¨I´m WP so I should get xx_XX¨ ¨I´m SG so I should get xx_XX¨, I´m a PS so I deserve xx_xx_¨. And the hard luck stories are also endless. Qantas MUST try to filter these and give consideration to those that DESERVE special consideration, not just to those that SHOUT loudest.

RooFlyer, I do not consider this a QF fail because RedRoo has leapt in and saved the day. This makes it a comprehensively a Qantas SUCCESS.

But I also understand your concern for those who do not frequent fórums such as these. No system is perfect. But if you ever actually manage to get south enough to share a beer with me, I will gladly reveal to you the secrets of creating that perfect system.

 

[MEL_Traveller]

I hear you, but at the end of the day there is an absolute endless stream of people wanting benefits - we see it on this fórum every single day. ¨I´m WP so I should get xx_XX¨ ¨I´m SG so I should get xx_XX¨, I´m a PS so I deserve xx_xx_¨. And the hard luck stories are also endless. Qantas MUST try to filter these and give consideration to those that DESERVE special consideration, not just to those that SHOUT loudest.

RooFlyer, I do not consider this a QF fail because RedRoo has leapt in and saved the day. This makes it a comprehensively a Qantas SUCCESS.

But I also understand your concern for those who do not frequent fórums such as these. No system is perfect. But if you ever actually manage to get south enough to share a beer with me, I will gladly reveal to you the secrets of creating that perfect system.

It is actually a fail at the point of contact. A passenger rings up asking for a seat closer to the WC, for a perfectly valid reason, and is supposedly told there is nothing that can be done. Row 4 may not sound like a long way back... but it's an extra five metres or so for granny to have to walk in a potentially dark cabin, or a cabin experiencing turbulence.

Even if the OP didn't follow the correct avenue (called the wrong number or whatever), a suggestion or pointer in the right direction could have been made.

 

[FrustratedQP]

Thank you Red Roo, I have PM'd you and appreciate your offer of assistance.

 

[Pushka]

Is it realistic to say that if walking four rows to a seat/toilet is problematic then surely transit in an airport and overseas travel is going to be one long issue?

The flight is just the beginning, surely?

And I say this in full awareness that I have an elderly mother and I cannot imagine taking her overseas anymore but did so until recently.

 

[FrustratedQP]

Thank you Medhead, I appreciate your help with the seatmap.

 

[medhead]

Indeed it is a failure at the point of contact. I was surprised to find that phone is the point of contact given for special handling, who I see as the valid point of contact to override standard seat selection protocols to facilitate such a request.

Then again I understand why special handling don't want people just ringing up willy nilly.

 

[FrustratedQP]

Is it realistic to say that if walking four rows to a seat/toilet is problematic then surely transit in an airport and overseas travel is going to be one long issue?

The flight is just the beginning, surely?

And I say this in full awareness that I have an elderly mother and I cannot imagine taking her overseas anymore but did so until recently.

Hi Pushska, yes, I agree it is problematic, we have a collapsible wheelchair which we will stow as baggage. Recently my wife took her on a two week cruise by herself. It isn't the best holiday but imagine how you would feel if after they're gone and you hadn't given her the enjoyment that she rightly deserves. She's a good old stick with all of her marbles and deserves the attention that she gets from my wife and I.