I have written a few entries about the abhorrently poor customer service that Qantas offers before.
On this occasion I am amazed at just how bad Qantas can get when it comes to looking after their customers.
My sister flew to Brisbane last night for the April holiday. She has a small dog that obviously had to fly up with her. Under Qantas’ new “easier” baggage allowances, pets are immediately charged as excess baggage. So her very small dog cost about $110.
After her flight was delayed by about two hours, she finally left for her journey home, arriving around midnight.
When she went to retrieve her dog, she found that he was not there and had been “lost” (direct quote from Qantas staff).
After some investigation, it was found that for some reason her dog had been sent to Adelaide. It’s understandable for a bag or two to go missing, but a living pet?
To add insult to injury, Qantas does not have any real provisions in place to manage this sort of situation. So all they could do was offer the dog some water, and a brief walk in the warehouse that he was to be housed in overnight.
Given the personality of my sisters dog, I can quite confidently say that by now this morning he will be exceptionally traumatised.
Qantas has offered nothing in compensation, and disappointingly they are not compelled to by law. And again, Qantas staff have hidden behind the “we only take complaints in writing”.
The Qantas Looses a Pet by Troy Kelly, unless otherwise expressly stated, is licensed under a Creative Commons Attribution-ShareAlike 3.0 Unported License.
