Airline - start acting like one!
Below is recount of a flight I actually paid for: as frequent flyer I don't get suprised anymore at the attitude of Qantas to us (cut and past of a letter I sent to them). How much worse can this airline get - frequent flyers, loyalty, now 20% less value on the one benefit that used to exist. I for one would be hard pressed to find a reason to fly with them again after the below. Points or more points - that shouldn't be the question.
"I was booked on a return trip to London, one leg of which was a code share with Qantas.
To begin the trip the QF 21 had 3 hours on tarmac with a fuel gauge problem which was disappointing. Eventually we were told we could not get clearance to take off due to curfew restrictions. I am sure you can appreciate the frustration of being a passenger when this happens however the remaining experience compounded this frustration immensely.
We had to collect our luggage and clear customs. Prior to customs there were a total of two Qantas staff I could see with a list of passengers that wanted to check our names off and provide cab charges to those who lived locally. The most time consuming part of all this was the fact that when 1 person needed a cab charge the remaining passengers were forced to stand in the queue while it was manually written out by one of two staff. Surely one person for cab charges would have made this lengthy process much shorter. Once we cleared customs we then faced queue of passengers with exactly the same purpose which passengers remained obediently on while more cab charges were written. I then approached the staff member after about 15 minutes on this queue, asking if we needed to wait if we had had our names checked already and she said no you can go straight to the buses for the hotel. More unnecessary delay at about 1.30 am.
The Crest Hotel in Kings Cross was the chosen destination and took approximately 40-45 minutes to get to. Why substandard hotel (3.5 stars) was used and why we were shunted so far away from the airport I am at a loss to understand. I know Sydney well and the number of good quality hotels within minutes of the airport could have been used and caused much less discomfort for all concerned. The coaches couldn’t approach the front door of the Crest Hotel so we had to unload and drag our bags up the pavement, around a corner to the hotel foyer. Having had two physiotherapy appointments while in Sydney on my neck and back, I was forced to take painkillers on the remainder of the lengthy trip outlined below. I am unsure if you know the actual position of this hotel but it is surrounded by 24 hour drinking dens and in a very unsavoury area to say the least. The constant noise from these bars made sleep very difficult.
Hotel staff did their best to accommodate the long line of people but I was very perturbed when one concierge was telling passengers traveling alone that they needed to find someone to share a room with prior to hotel registration. I am sure you can appreciate the issues too many to list here that most people would have being forced to share a room with a total stranger.
Fortunately another member of the hotel staff was happy to oblige with queen bed rooms for solo passengers. The lifts for the hotel of which there were 3 were incredibly slow and with so many people it took about 30 minutes to get to my room.
Having not eaten since lunch time I would have assumed some sort of food would have been provided at the hotel for either dinner or breakfast. But apparently not! After stating this at the airport check-in the next morning the Qantas staff had been told we had been given breakfast at the Crest Hotel while the staff at the hotel told us nothing had been arranged. Eventually we were given an $8 voucher for refreshments (those of us that asked for it anyway) which if you have ever eaten at the airport you will know is just enough for a croissant and coffee – not even a proper breakfast or sandwich at any of the eating places and I checked quite a few before and after clearing customs. By this time we had not food or drink for approximately 12 hours.
I also was forced due to this delay to make some calls and I ordered refreshment at the Crest and was astounded I was made to pay for this (receipts attached).
The Qantas replacement plane due to leave at 9 am was then delayed by three hours just to make matters worse. The plane was noticeably older than the original one and as the captain mentioned delays often compound into other problems – one of these which I hope was the standard of the food which was average to say the least. Eventually making it to Narita I was then forced to O/N in the Holiday Inn which thankfully was close to the airport, bags were taken to rooms, dinner and breakfast were provided (no refreshments unfortunately) but at the level of service I would expect. All of this in the same time frame of delay as experienced in Sydney. I did incur some costs here for refreshments and phone call also (receipts attached)
I find it difficult to believe as a frequent flyer member ******** and a passenger on a Qantas flight, the level of service assistance that was given to us in the advent of technical problems. I understand technical problems are the priority for any airline and I am more than accepting of necessary delays for this reason. I would think however that the attitude of Qantas in this type of situation would be to make the passengers delay as comfortable and as painless as possible and for them to be given not only basic requirements of a decent standard for food, drinks and accommodation and sufficient staff members to speed up transit to hotels, help with luggage, but also some sort of compensation for the delay. On top of the charges that receipts have been provided for I was also forced to use my UK mobile several times while delayed. As this was a code share flight you will notice the rest of my trip was with JAL. In comparison of the basics between the two I would suggest that Qantas has considerable ground to make up. The overall impression I have been left with is that only the bare minimum is given to Qantas passengers while JAL go out of their way to provide a higher level of service and comfort. Even down to the general attitude of staff on the flights there was a noticeable difference.
This situation above is a disgrace. I was delayed by a total of 24 hours which made my entire trip 52 hours in length. It is not the delay that is problem. It is the fact that not only was I not compensated for the delay - I incurred expenses in the process! I know in other situations that people are paid to be bumped of overbooked flights and given first class accommodation due to the delay they are incurring through no fault of their own. I fail to see the difference between that and a delay due to technical problems – also no fault of my own. I would reasonably expect a prompt response from you and compensation over and above the incurred expenses to restore my considerably lagging faith in your airline. "