Qantas WORST CUSTOMER EXPERIENCE EVER!

[Austman]

A damaged or lost passport, even if the damage happened en-route, could mean a pax could be knocked back at immi. I can understand QF denying boarding because of this. What I can't understand is QF trying to wash their hands of any responsibility since it was them who damaged the passport.

I guessing here. But if the passport was indeed defective and if the defect is anything like with my Swedish passport (which also has a plastic transparent page), the plastic page drops out eventually after just normal opening and closing of the passport (no miss-treating or ripping needed). It would be random luck as to who last handled it and not really their fault.

 

[Robert K]

You really need to be complaining to the Belgium authority on why they feel the need to use a flimsy easily damaged cover as a security device when the rest of the world have come up with a better solution.

 

[drewbles]

You really need to be complaining to the Belgium authority on why they feel the need to use a flimsy easily damaged cover as a security device when the rest of the world have come up with a better solution.

That doesn't help the OP's family who are stuck in London (and pretty much 'in limbo' as well). It may be the Belgian company that manufactured the passports fault, but i'd be following up on that at the very end.

 

[Deleted member]

It never ceases to amaze me , that when something ( not of ones own making) goes wrong, everyone dives for cover.
It will be nice to hear that this is sorted to the customers satisfaction , somehow I think all the work will have to be by the customer , otherwise no result.


It is I, Leclerc !

 

[Mal Ware]

I think there is more to the story then what is being told.

LOL. Like what?

 

[Oneworldplus2]

No way. If the passport is damaged in any material way, it will always be knocked back by Immigration.

According to the OP, the transparent page is a security device. Having that detached from the passport would ring major alarm bells.

1) I had a Thai customs official tare a page in my Aussie passport about 2 years ago. When you visit Thailand with a foreign passport, you need to have the visa attached, in your passport, for the duration of your stay. The customs official tore a page when removing the visa/staple out. Apologised. Sticky taped it up, l even helped. I have used the passport a number of times since then, no problems.

2) Looking at my EU passport, first page (plastic page) with all details (name, DOB, picture, etc etc), it's very, very, very durable.
Accidental rip by the QF FA, NOT.A.CHANCE. The thickness of the plastic page is some 3 to 4 of the normal pages (that get stamped).

More to this story that the OP is not posting...

(Extra Note to point #2 - Unless there seems to be a known fault, like the Belgium passport, EU passports are very durable. I don't have Belgium citizenship/passport)

 

[Oneworldplus2]

LOL. Like what?

Like it was already damaged...

 

[denysmorel]

After investigation on the web, there is a whole series of Belgian passports which have this known manufacturer defect (transparent page can be easily accidentally removed). The new ones don't have this problem.
The belgian government acknowledges this and even offers compensation for the costs incurred by travellers, under certain conditions. The costs... but not the pain.

 

[CCQF]

Hi Denysmorel

I'm Australian based QF cabin crew and I really hope this has all been sorted out for you and your family and they are able to continue their travels to be with you shortly .

I don't know much about the checkin and boarding process with ground staff but I do know for your family to be denied boarding from the gate lounge is a very serious matter and the QF airport duty manager LHR would be aware of this situation at the time ,the gate agent I'm sure would of had to included a supervisor or manager in the offload process, did your wife speak to any other managers ? I know its a bit late now but at the time the QF airport duty manager is the one to call on to sort matters like this out ,more from the aspect of the after care support , accommodation , flights etc .

Reading through other posts here it appears there maybe a problem with passports from some EU countries with this plastic cover and maybe QF is not accepting responsibility of any damages that occur with those certain EU passports, as I'm sure QF ground staff may of already experienced this problem before ?

But I would like to assure you that no staff member would enter into the offload process lightly of any customer without good reason as we are very accountable for our actions in these type of situations when they occur.

I too cant help but feel there is still some information missing here and would really like to hear more on exactly how it was handle at the time of offloading as I find hard to believe we would not care for our customers especially if we are at fault .

Hopefully you had some success with customer care and its been resolved for you and your family are now on their way to Australia so you can all spend time together .

Please post updates as I'm really interested in knowing how it was resolved or handled in the end from QF , thanks .

 

[markis10]

There is of course much more to the story, we have a third party account presented here to begin with, and with that in mind we need to respect what has been posted, it must be very hard to be half way around the world knowing your loved ones are stuck through circumstances possibly not their own fault.

Looking at it constructively, I would be organising a replacement passport ASAP then transport, leaving the blame and compensation to be followed up at a later date, when emotions have resumed their normal state. Best wishes to the OP and his family, please let us know the outcome of your efforts.

 

[v8Statesman]

My Australian passport would not look out of place in a mess left by a dog chewing on it. I've never had trouble using it to gain entry to many countries. (Had immigration issues, but not the result of the state of the passport). I also agree. More to this story.


Sent from my Telstra iPhone using the Australian Frequent Flyer application.

 

[markis10]

My Australian passport would not look out of place in a mess left by a dog chewing on it. I've never had trouble using it to gain entry to many countries. (Had immigration issues, but not the result of the state of the passport). I also agree. More to this story.


Sent from my Telstra iPhone using the Australian Frequent Flyer application.

I have had issues with a passport that was starting to delaminate where the photo was, and was told by Aus Customs it would be the last time I could use it, also had issues with TPE immigration on the same trip, when an airline needs to foot the bill for a deported customer, they tend to be somewhat conservative.

PS Don't wash your passport, it's very expensive to replace.

 

[v8Statesman]

I have had issues with a passport that was starting to delaminate where the photo was, and was told by Aus Customs it would be the last time I could use it, also had issues with TPE immigration on the same trip, when an airline needs to foot the bill for a deported customer, they tend to be somewhat conservative.

PS Don't wash your passport, it's very expensive to replace.

Interesting. TPE have never even looked twice at mine. Been in and out a dozen or so times.

Edit. Photo is intact.


Sent from my Telstra iPhone using the Australian Frequent Flyer application.

 

[ozmille]

2) Looking at my EU passport, first page (plastic page) with all details (name, DOB, picture, etc etc), it's very, very, very durable.
Accidental rip by the QF FA, NOT.A.CHANCE. The thickness of the plastic page is some 3 to 4 of the normal pages (that get stamped).

More to this story that the OP is not posting...

(Extra Note to point #2 - Unless there seems to be a known fault, like the Belgium passport, EU passports are very durable. I don't have Belgium citizenship/passport)

After investigation on the web, there is a whole series of Belgian passports which have this known manufacturer defect (transparent page can be easily accidentally removed). The new ones don't have this problem.
The belgian government acknowledges this and even offers compensation for the costs incurred by travellers, under certain conditions. The costs... but not the pain.

Just had a go at my Belgian passport and it must be one of the newer ones because the plastic page is still very much attached, I can see it actually sticks out a little bit between page 30 and 31 so if it would come loose the whole passport would be dismantled. What year was the passport issued? Hope they can get a new one for the rebooked flights

 

[munitalP]

Hi Denysmorel

I'm Australian based QF cabin crew.......

Welcome to AFF

 

[straitman]

PS Don't wash your passport, it's very expensive to replace.

Even worse.

Don't wash two passports. Even more expensive :!:

 

[CCQF]

Thank you MunitalP

Welcome to AFF

 

[munitalP]

Thank you MunitalP

I hope you become an active forum member, it's always good to get an insiders POV

You should open a new intro thread, we have a small number of staff on the thread - QF, VA, TT, SQ - all welcome

 

[CCQF]

I will , I actually joined as I was interested to see what our customers think of us but I can certainly see the is definitely a interest from other member's here on the insiders point of view , cheers

I hope you become an active forum member, it's always good to get an insiders POV

You should open a new intro thread, we have a small number of staff on the thread - QF, VA, TT, SQ - all welcome

 

[samh004]

2) Looking at my EU passport, first page (plastic page) with all details (name, DOB, picture, etc etc), it's very, very, very durable.
Accidental rip by the QF FA, NOT.A.CHANCE. The thickness of the plastic page is some 3 to 4 of the normal pages (that get stamped).

(Extra Note to point #2 - Unless there seems to be a known fault, like the Belgium passport, EU passports are very durable. I don't have Belgium citizenship/passport)[/I]

You're getting confused. It's not the page with your details on but a second almost completely transparent page that overlays the page with the details on. See my first post in the thread that has an animation of how it works. Probably uses flash.


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