QF28. Disturbed passenger.

[Mekanikel]

Last month a family member and her husband flew SYD - SCL - SYD in business class, returning last week, a trip they had been looking forward to as they had never experienced Jcls before. On the return leg they were seated in the smaller business class cabin, when 7 hours into the flight a passenger 2 rows up became very abusive, threatening and attacking crew. It took 4 crew to restrain the pax to his seat with the restraning ties. A doctor on board assessed it was a medical episode. The pax continued abusing and threatening for hours, and diversion to NZ was considered but however the plane landed in SYD where the man was escorted off by AFP.
They have praised the crew for the handling of the incident, and the pilot apologized personally to the small group in this small J section. However the experience was daunting, and resulted in a reduced or almost non-existent cabin service from then on.
Is it worth them contacting Qantas customer service to express how the experience affected them?

 

[billmurray]

Contact Qantas to pass on their praise of the staff...or they wanting some form of acknowledgment or compensation for the behaviour of others?

 

[Quickstatus]

Passenger safety is number 1 priority. If that means reduced cabin service then so be it.
If they are looking for some compensation, they should spell out:

Praising the crew for their handling of the situation
Detail what was missed in cabin service as a result
The compensation they are looking for. Typically this would be some FF points. Others may suggest an amount that the airline has offered in the past.

 

[Mekanikel]

They're definitely not looking for compensation, but when they landed were required to provide statements of the incident. They would just like to know if that's the end of it or anything else further will be asked of them.

 

[muppet]

….
Is it worth them contacting Qantas customer service to express how the experience affected them?

…. They would just like to know if that's the end of it or anything else further will be asked of them.

Which is it?

If they want some points, ask for them, they’ll probably get some for the lack of service. For anything else, I reckon they should move on. AFP doesn’t give updates of criminal matters to bystanders.

N.B. I’m sure it was an unpleasant end to the trip, happens in life sometimes on public transport.

 

[Quickstatus]

They're definitely not looking for compensation, but when they landed were required to provide statements of the incident. They would just like to know if that's the end of it or anything else further will be asked of them.

Thats the end of it - unless AFP wants them to be a witness in some court proceeding. I seriously doubt it given the cabin crew would have also given statements.
If it happened to me, I would have already moved on and be thankful the aircraft was not diverted somewhere. Compared with being diverted somewhere, missing out on some cabin service even in business class is a nothing burger.

Im not sure why the pilot felt the need to apologise personally.

 

[RooFlyer]

Im not sure why the pilot felt the need to apologise personally.

Just a bit of class I think. Nice touch, not required but feeling for the pax who were negatively affected (I wouldn't like to be in the vicinity of someone being abusive for hours).

@Mekanikel - just advise them to move on.

 

[Franky]

Just a bit of class I think. Nice touch, not required but feeling for the pax who were negatively affected (I wouldn't like to be in the vicinity of someone being abusive for hours).

@Mekanikel - just advise them to move on.

I would be surprised if he didn't, and thought a PA announcement was appropriate as well as I'm sure there were more than few passengers well back who would have known something was going on.

 

[Quickstatus]

I would be surprised if he didn't

I'm assuming this was at the end of the flight after shutting down the engines?.

Or one of the pilots that are not the ones are the controls?