Terrible Qantas / EK experience (MEL-DXB-CDG / LHR-MEL in J)

[Princess Fiona]

I agree with you there; but would you have the same opinion if it was a paid ($$) ticket? (For instance, part of a round-the-world ticket on the first-mentioned airlines' stock.) And in either scenario do you think they should?

Getting a bit away from topic (but still relevant), but worthwhile discussion, I think.

Edit: I believe the airline that I paid (points or cash) takes responsibility for what happens on the ticket. If there is compo or similar involved, its up to them to deal with the specific service provider along the way to try and get it back.

I'm not disagreeing with you at all. I don't think either of us will find many (any?) examples where the airline providing the award ticket does anything about a stuff up with operating carrier, compo or otherwise.

If I were the OP I would be contacting EK regarding the Chauffeur drive and lack of provision of information at MEL check-in regarding DXB connect. CC QF into the correspondence.
QF should properly explain, apologise and if necessary offer a goodwill gesture towards the OP regarding the ticketing issue at LHR if the OP was on QF metal ex-LHR.

 

[astrosly]

I think the OP came back with QF.

Aah, OK thanks. I wasn't too sure and as the OP said they were told they had to speak to "Qantas" ticketing I thought it might have been on EK from LHR.

 

[Flying mermaid]

FM, did you attempt to take up with EK? Any luck/response?

No I didn't - was mainly issues in Sydney, which I felt were Qantas' responsibility. I am chronically lazy when it comes to these things.....

 

[MEL_Traveller]

Aah, OK thanks. I wasn't too sure and as the OP said they were told they had to speak to "Qantas" ticketing I thought it might have been on EK from LHR.

That's what I thought too. Although I guess it could equally have been check-in staff who would still have referred to it as 'Qantas ticketing'.

 

[Edge]

Appreciate all of the feedback & comments. Sorry I'm not great at using the "reply with quote" function and I'd rather not create 20 individual replies, so I'll try and answer the questions / points here in one hit:

1. I messaged RedRoo on here first with the complaint, and they directed me to "customer care" so I doubt contacting them again will achieve much.

2. Prefer to travel as a family, which is why we didn't order 2 cars. It's always easier with an infant with 2 people. Plus we were staying at an Airbnb in Paris, not a hotel, so more likelihood of getting separated and lost. The website states they have vehicles to cater for special needs. The QF rep states that we didn't request a large car - it should go without saying if there are 3 passengers and that much luggage (that's all they asked, never asked us about car size).

3. Re: why we didn't change our daughter at check-in. There were several reasons. Firstly they said it would take 5 - 10 minutes. For the trouble it is to get her in & out of the pram we'd rather wait the 10 minutes (she's a wriggler!). Problem was it took far longer. We still had all of our luggage with us and my wife is loathe to leave it, especially when there's a huge pile of it. She didn't know where the bathroom was and would much rather use the lounge facilities than the public ones. And the main reason was the full extent of the "damage" wasn't revealed until we got her out of the pram - we thought she was tired.

4. Sorry, just to clear up - the MEL-DXB-CDG was through EK, the LHR-DXB-MEL was through QF. I'm not upset about the fact that I had to pay $82 - I'm upset about the fact that I only discovered this after being denied check-in and having to wait around an hour to find this out, with a screaming infant. Qantas acknowledge they stuffed up because they had numerous times to request the payment from me - I spoke to them a number of times via phone before the flight, including when I booked the flights, and I was never asked to pay anything.

5. Eastwest101 - thanks. We really did try - we're regular travelers and our main concern was getting through the flights with as little disruption as possible to the fellow travelers. I think we achieved this really well, it was the non-flight components that really mucked us around.

6. What PrincessFiona described regarding Dubai Connect is correct. We got the vouchers at check-in, but we were assured (as expected) that there would be heaps of ground staff around to direct us on where to go when we landed. Travelling in J, and with an infant in tow, we thought we'd receive pretty good service/instruction. It just didn't happen. We asked multiple people who had no idea, then when we got to the two queues for "transfers" or "immigration" the EK rep there incorrectly directed us to the transfers area. Unfortunately for those who have transited through DXB would know, by the time you get to this stage you've already done a 20 minute uncomfortable bus ride from your plane to the terminal which is a really poor experience to begin with.

I didn't have much time to research Dubai connect as I changed our flights the day before we left because there was a flight departing MEL at 9.30pm on an A380 instead of ~2am on a 777 and we thought Dubai connect would work well for us with an infant... how wrong we were.

Although EK had 3 "stuff ups" and Qantas had one, it was the Qantas one that affected our trip the most. With the CD issues we got there in the end. The Dubai connect process I guess is the same for everyone, we should have researched more but it should be easier and there should be staff around that can assist. The Qantas experience was a direct result of their stuff up, not charging me the correct fees at the time of booking and not picking it up in any of my interactions with them. And the impact, being at the start of a long journey, was huge.

 

[mannej]

Infants on bookings can provide issues - not that it is any consolation but we had a similar issue with our then 18 month old not appearing on our booking when we went to check in for a BNE-MEL-PER run home about 12 months ago.

Whilst it was probably easier for the fact we were at a domestic port, it did take a fair bit of time for the check in agent to sort. My wife did take our little one away from the check in area to keep him away from the stressful situation.

I believe the issue was caused with our flight up to BNE in the first place, but I didn't pass on any feedback or questions upon returning home.

 

[Princess Fiona]

I think the issues with DXB connect were at least in part due to you not knowing what to do. I wonder if this has happened to many other passengers? It seems that the airside staff at DXB do not know much about it nor really would I expect them to know. The information you have to enter for DXB connect (passport details etc) makes it fairly clear that you will be getting a visa and therefore clearing immigration at DXB. Once you clear immigration it is very easy to find the EK First and Business Chauffeur lounge area.
When we had infants and multiple luggage we nearly always separated in cars as it was just easier to lug the stuff around.
I don't think you will really get anywhere with the complaints regarding the chauffeur or DXB connect.
I do however think that the response from QF regarding the treatment at LHR is poor. As was the management of that itself.
I'd re-draft your complaint, leave out the EK stuff and stick to what the core issue really was - the incorrect ticketing of your QF Award flight on QF metal and the handling of that by the QF staff at LHR.

 

[MEL_Traveller]

I think the issues with DXB connect were at least in part due to you not knowing what to do. I wonder if this has happened to many other passengers? It seems that the airside staff at DXB do not know much about it nor really would I expect them to know. The information you have to enter for DXB connect (passport details etc) it makes it fairly clear that you will be getting a visa and therefore clearing immigration at DXB.
When we had infants and multiple luggage we nearly always separated in cars as it was just easier to lug the stuff around.
I don't think you will really get anywhere with the complaints regarding the chauffeur or DXB connect.
I do however think that the response from QF regarding the treatment at LHR is poor. As was the management of that itself.
I'd re-draft your complaint, leave out the EK stuff and stick to what the core issue really was - the incorrect ticketing of your QF Award flight on QF metal.

I agree. Perhaps focus the complaint mainly on the check-in, and that you were promised '5-10 minutes' which kept getting extended and eventually turned into an hour. Without that, someone reading the complaint may jump to the same conclusion I did (why didn't you change the baby?), and that can detract from the impact.

 

[Edge]

I think the issues with DXB connect were at least in part due to you not knowing what to do. I wonder if this has happened to many other passengers? It seems that the airside staff at DXB do not know much about it nor really would I expect them to know. The information you have to enter for DXB connect (passport details etc) makes it fairly clear that you will be getting a visa and therefore clearing immigration at DXB. Once you clear immigration it is very easy to find the EK First and Business Chauffeur lounge area.
When we had infants and multiple luggage we nearly always separated in cars as it was just easier to lug the stuff around.
I don't think you will really get anywhere with the complaints regarding the chauffeur or DXB connect.
I do however think that the response from QF regarding the treatment at LHR is poor. As was the management of that itself.
I'd re-draft your complaint, leave out the EK stuff and stick to what the core issue really was - the incorrect ticketing of your QF Award flight on QF metal and the handling of that by the QF staff at LHR.

Thanks, I think I'll take your advice.

Re: Dubai connect - I don't remember having to enter any passport info or anything like that. If I did, it certainly didn't click.

 

[Princess Fiona]

Thanks, I think I'll take your advice.

Re: Dubai connect - I don't remember having to enter any passport info or anything like that. If I did, it certainly didn't click.

Very possible that you didn't notice especially considering that you changed flights very close to departure.

I'd seriously re-consider your decision to switch allegiance to VA for award tickets. I think their partnerships are somewhat disjointed and what you've experienced here is at least as likely to happen with them.
My own experiences with award bookings for premium travel with QF have been on the whole very smooth and trouble free.

Good luck with it all anyway

 

[BillytheFIsh]

I have no advice to give on the complaint side, but I will say that since travelling with bub (now 16 months), I have found Virgin to be far and away more friendly and accommodating when it comes to dealing with him in almost every respect - seat selection and gate check and pick-up of prams are the biggest ones I suppose, but even the difference in being flexible with meal service and the friendliness of the hosties and being prepared to engage with him make the trip just that little bit easier.

I don't know whether others find the same, but it's been pretty consistent from my point of view in, say 6, sectors on VA and 4 sectors on QF in J (mostly Domestic, but a few to Asia and back).

As Princess Fiona says, that may not help you once you step off VA metal, but in combination with cheaper redemptions and lower fuel fines, VA is now my first choice, with QF points there as a backup.

 

[Alanslegal]

Aside from the complaint which I have nothing to add, which carrier did you prefer for on-board service, amenity, food & beverage, ?

 

[opusman]

This thread mainly reads to me like a) travelling with infants is hard, and b) OP expects QF/EK to recognise this and act proactively. The airlines deal with thousands of passengers a day, often many with special needs. Do you think they should assign you a personalised handler simply because you're travelling with a child?

That isn't how it works, sorry. It's your choice to travel with an infant, so you need to accept the responsibility of that which includes making sure you have properly requested things like large cars, done your research so you know where to go at the other end, etc.

 

[Edge]

Thanks for your feedback. Things are going to go wrong many times when you buy a product or service, I definitely accept that. It's how they're resolved that IS within control, and the response from Qantas was terribly underwhelming in my opinion.

(*writing this reply from the VA lounge in Melbourne)

Very possible that you didn't notice especially considering that you changed flights very close to departure.

I'd seriously re-consider your decision to switch allegiance to VA for award tickets. I think their partnerships are somewhat disjointed and what you've experienced here is at least as likely to happen with them.
My own experiences with award bookings for premium travel with QF have been on the whole very smooth and trouble free.

Good luck with it all anyway

 

[Edge]

Emirates by far. Feels a lot more luxurious on board, felt like we were in our own little world. And the service was so much better - everyone that walked by asked us if we needed anything or if they could help in any way. Qantas we had to chase up anything we needed ourselves.

Aside from the complaint which I have nothing to add, which carrier did you prefer for on-board service, amenity, food & beverage, ?

 

[Edge]

Was wondering how long it would take for a "you flew with an infant, it's your fault" type of response.

I don't expect special treatment because of the infant, I expect a reasonable level of service for an ~$18k investment. To state we have 3 passengers and 2 large cases, how can they send a car that doesn't even fit 2 large cases in the boot? Then to specifically request a large car in DXB (10 hrs before we were due to land) and have the same thing happen again is a really poor experience.

As others have posted, we're not the only ones to have found Dubai connect difficult. The fact we tried to ask so many people and no one could help was the disappointing aspect.

Then the check-in experience simply should not have happened, this was a major breakdown from QFs end. I'm not sure where you got the impression I think I deserved a personal escort?

This thread mainly reads to me like a) travelling with infants is hard, and b) OP expects QF/EK to recognise this and act proactively. The airlines deal with thousands of passengers a day, often many with special needs. Do you think they should assign you a personalised handler simply because you're travelling with a child?

That isn't how it works, sorry. It's your choice to travel with an infant, so you need to accept the responsibility of that which includes making sure you have properly requested things like large cars, done your research so you know where to go at the other end, etc.

 

[OzEire]

I have to agree with BillyTheFish that VA domestic does a good job with infants. I disagree that hoarding miles for VA international rewards (as suggested by OP) would help... VA have very limited own metal int rewards so you get stuck with EY. My experience with EY and infants is mixed, pretty good on the ground and lounge (the J lounge play space has a nanny) but useless onboard ... The flying nanny is a marketing myth.

On the other hand, QF are inconsistent, sometimes amazing and sometimes they drop the ball.

In all 33 prior posts what amazes me is that AFF members seem 'ok' with the lack of response to the complaint - some blame the OP for their actions, others give advice on how to complain better. I'm sure OP will take this advice but, heck, both airlines or their agents stuffed up: is it unreasonable of the OP to expect a reasonable response ? I worry that AFF members are being lulled into accepting poor airline responses.

 

[Princess Fiona]

I have to agree with BillyTheFish that VA domestic does a good job with infants. I disagree that hoarding miles for VA international rewards (as suggested by OP) would help... VA have very limited own metal int rewards so you get stuck with EY. My experience with EY and infants is mixed, pretty good on the ground and lounge (the J lounge play space has a nanny) but useless onboard ... The flying nanny is a marketing myth.

On the other hand, QF are inconsistent, sometimes amazing and sometimes they drop the ball.

In all 33 prior posts what amazes me is that AFF members seem 'ok' with the lack of response to the complaint - some blame the OP for their actions, others give advice on how to complain better. I'm sure OP will take this advice but, heck, both airlines or their agents stuffed up: is it unreasonable of the OP to expect a reasonable response ? I worry that AFF members are being lulled into accepting poor airline responses.

Actually I certainly wasn't OK with the lack of a decent response to the complaint. Not surprised but certainly not OK and I provided some constructive feedback to the OP regarding another way to get a response.

I don't think we are at all lulled into accepting airlines behaviour. I'm not reading the responses that way at all.

 

[N860CR]

I wouldn't bother trying to lodge a complaint with Emirates. Their customer service makes Qantas look industry leading.

 

[RichardMEL]

+1 for not being OK with the response. I even indicated in my post that while I felt most of the issues were with EK and it's suppliers, it was poor that QF, as the issuing/marketing carrier, did not respond with more than lip service, and that after more than 3 weeks.

I think it being an award booking is irrelevant, the ticketing issues (as experienced ex-LHR) are just as likely on a paid fare, and in fact it's pretty much the same since the "currency" is in points rather than dollars. That aside, a customer should be given more respect.

I guess from QF Customer Care point of view (not defending them, just trying to see it from the other side) what can they really address apart from the check in experience in LHR (which was probably handled by BA? I am not sure how many "real" QF staff there are there?). Even still, check in staff aside, the problem seemed to be with the original booking, which is definitely a QF issue.

re DXB Connect - this seems to be a ground handling issue/staff issue. It surprises me that no staff on hand would have any idea, or that showing the vouchers would not twig something. Surely they have a number of pax every day using this service from QF/EK?! Not knowing what to do shouldn't be a passenger issue per se... most things like CD and hotel connections in most airports I have been through or used, are sign posted pretty well (and I am vision impaired, so these are things that are very real for me because I'm the one squiting to find where the hotel desk is or whatever - so I note when signage is good and when it is cough). That aside, staff should be better trained and I would at least consider contacting EK to let them know of the experience there. It may not get anywhere, but surely that needs to be improved. Specially if coming off QF9, staff there should be well aware of such a service being offered. And since you did come off QF9 (which I read from the comment about getting rhe QF380 over the EK 777) then QF does, in some way, still bear some responsibility to at least follow up on this between them and EK I would think.