Qantas dropped the ball with a flyer with a disability

[MikeG]

A friend of ours has difficulty walking, and she has an assistance dog that travels everywhere with her. She routinely registers her assistance dog with the flight booking department, and it USUALLY works well.

Recently she flew with Qantas, they made her take the stairs off the plane, delayed getting a buggy for her at the airport, and then said she was not allowed to take her assistance animal with her on the buggy, so she was forced to hobble to baggage claim.

This is absolutely disgusting behaviour by Qantas staff. What can be done about this (if anything)?

M

 

[RichardMEL]

I wonder if this is QF staff or the airport ground agents responsible here?

Where did the flight land?

 

[oz_mark]

I wonder if this is QF staff or the airport ground agents responsible here?

Where did the flight land?

Does it matter? It's a Qantas flight and they're the ones contracted to provide the service, or providing the bundle of rights.

 

[RichardMEL]

Well that is an interesting question - and I don't know the answer - nor am I trting tonabsolve QF or maybe QFLink of possible responsibility here, but if the flight has arrived then where does that responsibility lie?

If ot is an airpprt providef contractor that is possibly very different to one from QF or QF staff themselves.

Also it is inclear to me - did the pax refuse to use the buggy as the dog was refused to be on it? Of course, seems silly as how would the dog get to the terminal anyway? Seems like someone wasn't thinking.

 

[MrJetset]

Call and complain. Totally unacceptable and protected by all Disability Discrimination Acts. The specific line is 1800 177 474.

IME, QFLink >>> when it comes to QF with mobility assistance. Once QF International tried to force my father to hold his carry on roll board bag on his lap while he had wheelchair assistance. I wasn’t have it before I handed him over and demanded better assistance. They then arranged another porter as they couldn’t secure a buggy.

QFLink outstations will use an elevator even at the small regional airports. They call me on arrival at SYD so I know where to meet my Father. Always had brilliant service with them.

 

[elanshin]

Whilst the ultimate responsibility may be with QF, it doesn't necessarily mean everything is in their control and it also helps QF when you complain as well.

Constructive complaints that identifies exactly what the root cause issue with as much data will see things get fixed (and actual parties responsible get reprimanded or even lose their contract).

As much as we like to jump on QF for all it's failings, there are many aspects where the core staff does actually want to provide what I call an "aussie" service experience. Nothing crazily over the top, but generally respectful, polite and courteous service as an everyday aussie generally would.

 

[cgichard]

Once QF International tried to force my father to hold his carry on roll board bag on his lap while he had wheelchair assistance. I wasn’t have it before I handed him over and demanded better assistance.

That's been my standard experience when needing wheelchair assistance, not travelling with QF. It's what the ground staff pushing the wheelchair expect, certainly at LHR. Not easy to manage, especially if one is short and lacking upper body strength.