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

[MEL_Traveller]

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.

i think is issue is a potentially dark cabin, or turbulence. the passenger could be in the toilet when the seat belt sign comes on.

 

[Red Roo]

To clarify, we do offer various forms of assistance during the booking process, and throughout the journey. Some requests can be accessed via qantas.com, while others may need to be actioned by our 24/7 Reservations or Special Handling teams.

However I read the OP to be talking about two different issues (apologies if I misunderstood) – requesting assistance for his mother-in-law (in particular, access to onboard toilets), and forward seat selection.

Seat selection is always subject to availability, and as you know, preferential seating zones exist for Platinum, Gold or Silver Frequent Flyers, equivalent oneworld members and any passenger travelling with those flyers in the same booking.

However, without knowing the level of assistance required, and details such as whether there’s a mobility aid being used, it’s difficult to confirm if all options have been exhausted, or if this could have been better communicated by our customer service agent.

My request for booking details was to ensure that the correct notes have been added, and also so I could follow up with our Reservations team for feedback to the individual who took the call. Alternatively, the OP could call 13 13 13 for further assistance.

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

Thanks, I've received your PM and will get back to you asap.

 

[MEL_Traveller]

To clarify, we do offer various forms of assistance during the booking process, and throughout the journey. Some requests can be accessed via qantas.com, while others may need to be actioned by our 24/7 Reservations or Special Handling teams.

However I read the OP to be talking about two different issues (apologies if I misunderstood) – requesting assistance for his mother-in-law (in particular, access to onboard toilets), and forward seat selection.

Seat selection is always subject to availability, and as you know, preferential seating zones exist for Platinum, Gold or Silver Frequent Flyers, equivalent oneworld members and any passenger travelling with those flyers in the same booking.

However, without knowing the level of assistance required, and details such as whether there’s a mobility aid being used, it’s difficult to confirm if all options have been exhausted, or if this could have been better communicated by our customer service agent.

My request for booking details was to ensure that the correct notes have been added, and also so I could follow up with our Reservations team for feedback to the individual who took the call. Alternatively, the OP could call 13 13 13 for further assistance.



Thanks, I've received your PM and will get back to you asap.

i read it as a single issue. 89 year old mother would like to be sat in row 1 which is close to the WCs.

nothing about needing assistance on board the aircraft to get to the WCs, or inside the WCs.

it would be a sad day if a platinum and their teenage children get to take row 1 and deny an 89 year old woman a seat close to the toilets.

 

[Pushka]

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.

That's really lovely. She's a lucky lady.

You are way braver than me. I found the last trip to be very difficult with mum at 86. A couple of arrangements went wrong (and this was also a cruise) and it caused more angst given her age and I guess I threw the baby out with the bath water.! .

Interesting comparison. When we checked in to fly home (also J on Qantas) my seats somehow changed from us sitting together to sitting a distance apart - that had changed a couple of hours before checking in Thankfully the lounge angel took a look at mum and put us back together again. There were a couple of pollies onboard - CL - so I'm guessing their needs overtook our seat selection until justice prevailed!

 

[Mark3000]

How about having the very back row? Would that work.
Less competition from WP's and closer to the toilet than row 1

 

[FrustratedQP]

How about having the very back row? Would that work.
Less competition from WP's and closer to the toilet than row 1

Hi Mark3000, I've just had another look at the seat map and don't see any toilets close to the back of the J cabin???

 

[Mark3000]

Hi Mark3000, I've just had another look at the seat map and don't see any toilets close to the back of the J cabin???

Oh I'm sorry, that's my mistake for not reading it properly. I missed the J. Sorry, just ignore that post !

Surely a business class passenger shouldn't care which row they get that much that they wouldn't mind helping out an old lady. Maybe even if Qantas don't help, your fellow passengers might help out on the day. I hope it works out ok

 

[Pushka]

Just one caution. Elderly friends of ours requested close access to the facilities in Y. They were happy with the last row. When they were seated they were approached by the crew who said they weren't fit to travel and they were offloaded. Not sure which airline.

 

[OzEire]

I would feel ashamed if I ended up in row 1 on that flight because QF prioritised my status, etc over this lady who is clearly making a very reasonable request.

 

[FrustratedQP]

Just one caution. Elderly friends of ours requested close access to the facilities in Y. They were happy with the last row. When they were seated they were approached by the crew who said they weren't fit to travel and they were offloaded. Not sure which airline.

Okay, thank you for the heads up. I wonder what reason they gave your friends to justify their decision?

 

[Pushka]

Okay, thank you for the heads up. I wonder what reason they gave your friends to justify their decision?

I think they suspected one of them was unwell. Viral etc. but no reason given.

I'm sure your situation will be different once your mothers frailty is considered.

 

[opusman]

If an extra 10 metres is going to make that much difference maybe an adult diaper is worth considering?

 

[MEL_Traveller]

If an extra 10 metres is going to make that much difference maybe an adult diaper is worth considering?

How does turbulence and/or a dark cabin have anything to do with needing an adult diaper?

For me, this is a fairly simple situation:

'Yes Ms 89 year business class passenger, 1EF are currently available and close to the WC, we'll go ahead and assign those to you now'

 

[RooFlyer]

If an extra 10 metres is going to make that much difference maybe an adult diaper is worth considering?

Frankly I don't think that's a very worthy contribution.

The issue I suspect is frailty on her legs. The OP mentioned she would have to 'furniture walk' - so any turbulence etc on her slow journey forward runs risk of a fall. Then there is queuing. If you want to stand up and wait - fine but if you are frail and at the back you can hardly pre-empt the guy in 2C who jumps up in front when you were half way there.

Hint: hopefully we'll all be old one day, and still travelling - then one's point of view on this type of thing may change.​

 

[legseleven]

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.

I'm on the same flight in J on the way to HNL, will be sure to look out for your elderly MIL.

 

[FrustratedQP]

I'm on the same flight in J on the way to HNL, will be sure to look out for your elderly MIL.

Fantastic legseleven, make sure you introduce yourself, we'll be easy to spot.

 

[Mattg]

In my experience, the call centre staff don't have as much (any) control over seat allocation as they should. I am flying SYD-AKL later this year with my grandmother (who is in her late 70s) and for a couple of reasons had to book separate tickets. I was able to allocate a seat up front as SG but my grandmother a) couldn't allocate a seat up front and b) couldn't even allocate a seat at the back without paying $25. I rang the call centre to ask if they could manually move her next to me (it would be possible to seat her next to me for free if we were on the same ticket so thought it was a reasonable request) but the lady said she had no control over that and couldn't do it without charging $25.

I also recall a thread a few years back where QF were unable to allocate front row seats in J on a 737 for someone's elderly mother who had mobility issues and required row 1. It seemed to cause no end of grief but is something that really should have been solved straight away.

 

[FrustratedQP]

Hi Everyone, I received a call from a very lovely lady from the Social Media Team and a follow up PM from Red Roo. I am pleased to report that this matter has been resolved in a very satisfactory manner. Thank you to all those involved from Qantas and to the posters on this forum who offered advice and assistance.

 

[codash1099]

Hi Everyone, I received a call from a very lovely lady from the Social Media Team and a follow up PM from Red Roo. I am pleased to report that this matter has been resolved in a very satisfactory manner. Thank you to all those involved from Qantas and to the posters on this forum who offered advice and assistance.

Glad to see that the problem is solved. My only question is why did it become a problem? What do all the great unwashed who don't have access to Red Roo do to solve their problems?

 

[ComeFlyWithMe]

Glad to see that the problem is solved. My only question is why did it become a problem? What do all the great unwashed who don't have access to Red Roo do to solve their problems?

Enjoy their journey.