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

[Princess Fiona]

+1 for not being OK with the response.

. 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.

The OP would have been on EK407 MEL-DXB

 

[vmile]

The most annoying thing about reading your experience, for me, is that you have tried to do your homework and obviously gone to some effort to make the trip go as smoothly as possible and have been thwarted by incompetence, poor service and laziness from QF and EK at numerous occasions and then all topped off by the typical cut and paste "non-apology" to your complaints from the Qantas complaints area!

I think eastwest101 has hit the nail on the head. You are experienced travellers, flying in J, it should go smoothly, that is a large part of what you are paying for. One 'fail' on a flight, OK. But one 'fail' followed by another 'fail' followed by another is not much fun. A simple response from a human being, saying that QF will note your problems and see what can be changed to stop that happening to someone else in the future, would have been nice. Even nicer would have been to refund the 'surprise' ticketing fee, and throw a few QF points your way.

Curious how you managed to change a Classic reward one day out?

In regards to DXB connect. I did this last month from an EK SYD-DXB flight and this is how it's supposed to work:
The process starts at check-in for the flight to DXB. You are issued with vouchers printed on BP stock which tell you which hotel you are going to. In my case it was Le Meridien. Vouchers also for chauffeur transport to the hotel. Upon arrival in DXB you exit the airport through immigration and proceed to the EK chauffeur terminal on the R hand side and after checking in there are taken to your hotel in a Merc.
From getting off the aircraft to hotel room took about 45 minutes. The hotel is within a 5 minute drive of the terminal.
I found out all of this information regarding the vouchers etc online at EK/QF. My TA was quite useless with it all. I booked DXB connect through MMB.

Princess Fiona, thank you for this information. We are to fly on a QF classic reward (J) next week on EK metal. QF MMB tells us that we are entitled to Dubai connect, and lets us 'book' it.
EK Manage a Booking, does not indicate we are entitled to a Dubai Connect.

QF's Dubai Connect page states

"You will receive vouchers containing details of your Dubai Connect accommodation onboard your inbound flight to Dubai."

This is in contrast to your experience of having it printed on the BP. It would be nice if some details of where to go once you get to DXB airport were given to you at that point as well.

We have the problem in that as I read the terms and conditions we might not fit the criteria for Dubai Connect, but QF (but not EK) tell us we do and we can 'book' it. (and you do not get a email confirming you have a 'booking', it is just noted on your QF MMB page).

So if it is not printed on our boarding pass, do we assume we do not have it, and then have get something sorted before we get to DXB????

And, just to finish, reading this thread made me check both our QF MMB and the EK Manage a Booking page for our flights. I had booked our Chauffeur pickup and delivery on the QF MMB page some time ago. There was nothing showing on the EK page. I have now added the same bookings to the EK page.

Hope someone turns up.

 

[RichardMEL]

The OP would have been on EK407 MEL-DXB

oh yes that makes sense with the 2130 departure.

Still, a flight coming from MEL... the staff should know.

 

[Princess Fiona]

I think eastwest101 has hit the nail on the head. You are experienced travellers, flying in J, it should go smoothly, that is a large part of what you are paying for. One 'fail' on a flight, OK. But one 'fail' followed by another 'fail' followed by another is not much fun. A simple response from a human being, saying that QF will note your problems and see what can be changed to stop that happening to someone else in the future, would have been nice. Even nicer would have been to refund the 'surprise' ticketing fee, and throw a few QF points your way.

Curious how you managed to change a Classic reward one day out?




Princess Fiona, thank you for this information. We are to fly on a QF classic reward (J) next week on EK metal. QF MMB tells us that we are entitled to Dubai connect, and lets us 'book' it.
EK Manage a Booking, does not indicate we are entitled to a Dubai Connect.

QF's Dubai Connect page states

"You will receive vouchers containing details of your Dubai Connect accommodation onboard your inbound flight to Dubai."

This is in contrast to your experience of having it printed on the BP. It would be nice if some details of where to go once you get to DXB airport were given to you at that point as well.

We have the problem in that as I read the terms and conditions we might not fit the criteria for Dubai Connect, but QF (but not EK) tell us we do and we can 'book' it. (and you do not get a email confirming you have a 'booking', it is just noted on your QF MMB page).

So if it is not printed on our boarding pass, do we assume we do not have it, and then have get something sorted before we get to DXB????

And, just to finish, reading this thread made me check both our QF MMB and the EK Manage a Booking page for our flights. I had booked our Chauffeur pickup and delivery on the QF MMB page some time ago. There was nothing showing on the EK page. I have now added the same bookings to the EK page.

Hope someone turns up.

You will get the vouchers printed on BP paper at EK check-in at your Australian departure point. Mention it to the agent at the check-in desk, but they will already have it on their booking for you. The process you have outlined with respect to booking on QF MMB is how the process works. If you've booked it via QF then it's definitely booked.

 

[Edge]

Thanks, appreciate your sentiments and this is exactly the type of response I was hoping to receive from QF. Sorry, here's a refund for that silly charge we made you pay (a tiny amount compared to the 500k points & $3k taxes/fees) that had such a negative impact on your journey. And here's a few points for compensation for your experience and having to throw your child's clothes in the bin.

Re: the classic award change I just called the call centre and paid the 3,500 points change fee per adult. Checked online and saw lots of availability, even F availability for 2 pax on the flight we wanted (correct princess fiona - EK407) and they were able to change it. Unfortunately we were only about 10k points short of having enough for F, but oh well.

I think eastwest101 has hit the nail on the head. You are experienced travellers, flying in J, it should go smoothly, that is a large part of what you are paying for. One 'fail' on a flight, OK. But one 'fail' followed by another 'fail' followed by another is not much fun. A simple response from a human being, saying that QF will note your problems and see what can be changed to stop that happening to someone else in the future, would have been nice. Even nicer would have been to refund the 'surprise' ticketing fee, and throw a few QF points your way.

Curious how you managed to change a Classic reward one day out?

 

[Boca68]

Just to add to the OP's experience with Dubai Connect. My experience was quite similiar. As Princess Fiona stated, I was given the check-in slips in MEL (in my case) and told that there would be staff waiting upon arrival to direct and assist me. I was flying QF in J MEL-DXB-BCN

Well, the staff were nowhere to be seen, it took us 40 minutes to find the correct location. After inquiring of its whereabouts perhaps a dozen times. No-one knew or had even heard of it.

After finally finding staff, who were EK staff , I was told we would have to wait 45 mins for a car or we could catch the bus leaving 5 minutes. Given we had only a total 8.5 hours layover and had already wasted a good portion of it, we decided on the bus as we were told we would be dropped off first. In less than 10 minutes. Ok, thats's fine. We just wanted 4 or 5 hours kip. Not too fussed about it.

Close to 30 minutes and 4 stops later we were dropped off , TBH at a hotel I cannot be sure of the name? Tired, I think.

So the OP is perhaps not alone in this experience. It was less than impressive.

 

[MEL_Traveller]

And here's a few points for compensation for your experience and having to throw your child's clothes in the bin.

This is why I'm finding it difficult to appreciate the issue. If what you say is true... either you or your wife didn't want to leave each other for 10 minutes while one of you fixed the ticket and the other changed the baby from heavily soiled clothing? So soiled you had to throw it out?

Just to add to the OP's experience with Dubai Connect. My experience was quite similiar. As Princess Fiona stated, I was given the check-in slips in MEL (in my case) and told that there would be staff waiting upon arrival to direct and assist me. I was flying QF in J MEL-DXB-BCN

Well, the staff were nowhere to be seen, it took us 40 minutes to find the correct location. After inquiring of its whereabouts perhaps a dozen times. No-one knew or had even heard of it.

I guess it could be confusing... obviously 'waiting on arrival' will mean different things in different circumstances. In the in the case of Dubai Connect, to me 'waiting on arrival' would mean after I've collected my bag... not at the entrance to the aircraft like a First Host, or Thai Airways buggy. Although that point of clarification would be easy for EK/QF to make.

 

[Boca68]

I guess it could be confusing... obviously 'waiting on arrival' will mean different things in different circumstances. In the in the case of Dubai Connect, to me 'waiting on arrival' would mean after I've collected my bag... not at the entrance to the aircraft like a First Host, or Thai Airways buggy. Although that point of clarification would be easy for EK/QF to make.

Yes, that would be an easy thing for them to do. EK/QF should make it much clearer.

I expected to be "met" after clearing customs, somewhere near the exit. But as it turned out, it would have been a good 5+ minutes walk, if we had of known exactly where to go. But, alas we didn't, so it took close to 40. Also upon finding the correct place, we did notice there was no obvious signage. As we were departing, I finally did notice a small sign (A4 size) posted on bollard nearby. Perhaps 20 metres from the desk.

 

[love_the_life]

This is why I'm finding it difficult to appreciate the issue. If what you say is true... either you or your wife didn't want to leave each other for 10 minutes while one of you fixed the ticket and the other changed the baby from heavily soiled clothing? So soiled you had to throw it out?

I think the OP has explained why they did not do this.

 

[MEL_Traveller]

Yes, that would be an easy thing for them to do. EK/QF should make it much clearer.

I expected to be "met" after clearing customs, somewhere near the exit. But as it turned out, it would have been a good 5+ minutes walk, if we had of known exactly where to go. But, alas we didn't, so it took close to 40. Also upon finding the correct place, we did notice there was no obvious signage. As we were departing, I finally did notice a small sign (A4 size) posted on bollard nearby. Perhaps 20 metres from the desk.

That's slightly different again! And perhaps more concerning/inconvenient. Different to walking around inside the arrivals hall, before clearing immigration (although you'd expect a sign to be somewhere there as well).

 

[vmile]

This is why I'm finding it difficult to appreciate the issue. If what you say is true... either you or your wife didn't want to leave each other for 10 minutes while one of you fixed the ticket and the other changed the baby from heavily soiled clothing? So soiled you had to throw it out?



I guess it could be confusing... obviously 'waiting on arrival' will mean different things in different circumstances. In the in the case of Dubai Connect, to me 'waiting on arrival' would mean after I've collected my bag... not at the entrance to the aircraft like a First Host, or Thai Airways buggy. Although that point of clarification would be easy for EK/QF to make.

I can absolutly understand the situation. Stressful situation caused by ticketing officer/QF, taken out of que, placed in another que for overworked desk to fix. Time ticking down. Wife minding child and a pile of bags while Edge is trying to get the problem fixed at the desk. Difficult to mind bags and go to desk if called over while wife is away cleaning up child. And I presume they did not discovered child had made a real mess till after the bags had gone off. So quick decision;keep a bag of soiled clothing in your hand luggage all the way back to Oz or ditch it. A bit of a no brainer really.

And I thought that the idea of Dubai Connect was that you did not collect your bags, they go through to your final destination. Waiting on arrival, to me, is you would be met on arrival.

 

[MEL_Traveller]

I think the OP has explained why they did not do this.

The OP has explained why... but it still doesn't really add up for compensation purposes. Part of it was that they were told it would only be another 5-10 minutes. But it was also because neither mother or father wanted to leave the other one. Do you change your baby, or stay with your partner when the infant is in obvious distress? But asking for compensation because you chose not to go and find a WC is problematic for me.

 

[Edge]

You didn't happen to be at LHR checkin about a month ago, did you? Pretty much summed nailed it exactly!

I can absolutly understand the situation. Stressful situation caused by ticketing officer/QF, taken out of que, placed in another que for overworked desk to fix. Time ticking down. Wife minding child and a pile of bags while Edge is trying to get the problem fixed at the desk. Difficult to mind bags and go to desk if called over while wife is away cleaning up child. And I presume they did not discovered child had made a real mess till after the bags had gone off. So quick decision;keep a bag of soiled clothing in your hand luggage all the way back to Oz or ditch it. A bit of a no brainer really.

And I thought that the idea of Dubai Connect was that you did not collect your bags, they go through to your final destination. Waiting on arrival, to me, is you would be met on arrival.

 

[Edge]

It's because we never should've been put in that position. Qantas admitted they stuffed up by not charging us the fee at the time of booking or in any of my following interactions with them before departure.

You go to check-in for a 22 hour journey in J and you don't expect to be waiting for an hour. particularly when travelling with an infant - we tried to be pretty meticulous in terms of timing her naps, timing her meals, ect, all with the aim of providing as little disruption to other passengers as possible. Had a big impact on this whole part of the journey going forward.

The OP has explained why... but it still doesn't really add up for compensation purposes. Part of it was that they were told it would only be another 5-10 minutes. But it was also because neither mother or father wanted to leave the other one. Do you change your baby, or stay with your partner when the infant is in obvious distress? But asking for compensation because you chose not to go and find a WC is problematic for me.

 

[MEL_Traveller]

It's because we never should've been put in that position. Qantas admitted they stuffed up by not charging us the fee at the time of booking or in any of my following interactions with them before departure.

You go to check-in for a 22 hour journey in J and you don't expect to be waiting for an hour. particularly when travelling with an infant - we tried to be pretty meticulous in terms of timing her naps, timing her meals, ect, all with the aim of providing as little disruption to other passengers as possible. Had a big impact on this whole part of the journey going forward.

I appreciate your feelings - but there is little, if any, nexus between the ticketing issue and the actions you decided to take (or not take) regarding changing your infant.

I agree the ticketing shouldn't have occurred. But these things happen and are not uncommon. yes you had to wait in line. Yes they are totally stressful. But as there were two of you, having to wait in line does not affect how you cared for your infant. Had you been solo - different matter.

If this had been before a 22 hour journey in economy... completely understandable it would add to the stress. A long journey in cramped conditions with little opportunity to sleep.

But you were in business class. Full flat beds. Priority boarding. No stress where to store hand luggage. Tailored meal service to minimise disruption as a couple looking after an infant. Easy access to WCs to get changed and to change the baby. Service on demand. Plenty of sleep.

The check-in issue did not affect any of those, nor your ability to time naps or meals for the infant.

 

[opusman]

Typical breeders tbh, the whole world needs to bow down to recognise the awesome and amazing gift they have bestowed upon the universe

 

[Princess Fiona]

I appreciate your feelings - but there is little, if any, nexus between the ticketing issue and the actions you decided to take (or not take) regarding changing your infant.

I agree the ticketing shouldn't have occurred. But these things happen and are not uncommon. yes you had to wait in line. Yes they are totally stressful. But as there were two of you, having to wait in line does not affect how you cared for your infant. Had you been solo - different matter.

If this had been before a 22 hour journey in economy... completely understandable it would add to the stress. A long journey in cramped conditions with little opportunity to sleep.

But you were in business class. Full flat beds. Priority boarding. No stress where to store hand luggage. Tailored meal service to minimise disruption as a couple looking after an infant. Easy access to WCs to get changed and to change the baby. Service on demand. Plenty of sleep.

The check-in issue did not affect any of those, nor your ability to time naps or meals for the infant.

Typical breeders tbh, the whole world needs to bow down to recognise the awesome and amazing gift they have bestowed upon the universe

I think you are both being harsh on the OP (particularly opusman).
Regardless of the infant. The OP presented himself at check-in with what he had been led to believe by the airline was a valid J ticket and was dismissed from the check-in queue due to issues beyond his control. He then had to wait in a separate queue behind all other passengers with ticketing queries for at least an hour until the issue was resolved by the airline asking him to pay more money to sort out the ticketing issue. This left him only a brief stop in the lounge to use the toilets prior to boarding.

That's not really the experience that a premium cabin passenger travelling on their home airline would expect.
QF should provide the OP with an apology and explanation for this incident. IMO it would also be useful for them to look at the ticketing processes which led to it happening to decrease the chance of it happening again to the OP or another family with an infant on an Award booking.

 

[Edge]

If this had been before a 22 hour journey in economy... completely understandable it would add to the stress. A long journey in cramped conditions with little opportunity to sleep.

But you were in business class. Full flat beds. Priority boarding. No stress where to store hand luggage. Tailored meal service to minimise disruption as a couple looking after an infant. Easy access to WCs to get changed and to change the baby. Service on demand. Plenty of sleep.

The check-in issue did not affect any of those, nor your ability to time naps or meals for the infant.

You've clearly never traveled long haul with an infant - actually judging by your assumptions you probably don't have children.

Priority boarding is nice - we didn't get to use it because we had to rush to the plane.

The access to WCs is easier than economy but they're no bigger, it's still a difficult exercise changing.

Fully flat beds / plenty of sleep - again a ridiculous assumption. She's not a 6 month old who sleeps all the time. She was 14 months, too big for the bassinet and very active. It took two of us to pass her back and forward and keep her entertained. Her routine was totally disrupted - we didn't get to feed her in the lounge as we'd planned because of the rush so we could only give her a quick snack on the plane until we were up at cruising altitude.

You imply that you'd have more sympathy if we were traveling in Y - well J is 6x the price, so comes with different expectations. As I've repeated many times, we knew that it wasn't going to be an easy trip even if everything went smoothly, but the issues we encountered pushed it way beyond.

 

[Rebekkap]

Typical breeders tbh, the whole world needs to bow down to recognise the awesome and amazing gift they have bestowed upon the universe

As someone who is child-free by choice, I often think parents have a sense of entitlement about their offspring that verges on the ridiculous. But I got nothing of that from the OP's posts - I'm pretty sure you're projecting your own issues here.

And although I don't and won't have kids of my own, I'm grateful that other people continue to - when I'm old, I'll need younger people to be my doctors, nurses, aged care workers, taxpayers, etc. - something you might think about next time before you slag off people with kids.

 

[cambriamarsh]

As someone who is child-free by choice, I often think parents have a sense of entitlement about their offspring that verges on the ridiculous. But I got nothing of that from the OP's posts - I'm pretty sure you're projecting your own issues here.

And although I don't and won't have kids of my own, I'm grateful that other people continue to - when I'm old, I'll need younger people to be my doctors, nurses, aged care workers, taxpayers, etc. - something you might think about next time before you slag off people with kids.

Maybe he's(?) being ironic? If not how sad.