For: Quantas Customer service** Re: Complaint about faulty conduct and lack of professi...

GetHuman-conroni's customer service issue with Qantas Airlines from May 2018

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For: Quantas Customer service** Re: Complaint about faulty conduct and lack of professional treatment due to delayed flight from Melbourne to Hong Kong (QF**) and continues flight to Tel Aviv***Dear Sir,***On Wednesday, **.**.**** I have boarded on a QUANTAS AIRWAYS flight (via EL AL) from Melbourne to Hong Kong,* Attached is an original document of the flight schedule (not including the last update about the departure time changed to* **:** AM instead of **:** AM as listed)**As mentioned, following a malfunction at the doors of the QUANTAS plane (as we were explained later on), the boarding was delayed and instead of **:** AM the boarding time was at **:** AM*After checking with the flight attendants during the flight, I was told that there will be representatives of QUANTAS who will explain to us, after landing, what is going to happen with the connecting flight scheduled to take off at *:** PM from Hong Kong to Tel Aviv (when the landing originally was supposed to be at *:** PM)***Eventually we landed at about *:** PM in the evening instead of *:** PM, when the takeoff of the flight from HK to TLV at *:** PM !*As soon as we got off the plane (I think we were more than ** Israelis passengeres), a representative of QUANTAS named Chris led us for about ** minutes running across the Hong Kong Airport to the next flight.*We climbed the elevators, escalators, and followed him actually running! in the spaces of the airport with the suitcase after a flight of nearly ** hours, When we had another ** hours flight ahead!)* With a suitcase in hand, no water and toilet (he did not let us go) until we reached the gate of the El Al flight to Tel Aviv at about *:** PM*Dizzy, almost fainted, Representative with the name Chris has told me that since the flight had to take off at *pm and there was no time!*I will not be able to get my suitcase when I arrive in Israel on Friday and will only receive it the next day on Saturday with the next HK-TLV flight*When I asked what was happening with the suitcase, would they send it from Ben-Gurion Airport in a taxi to my home, since I live in the south of the country*Chris had answered hesitantly, that he doesn't know and that I will have to call to the 'lost department' at Ben-Gurion Airport (he didn't have a phone to give me) and there I will need to locate and ask where my suitcase is, and after I will locate it, I will have to get back to Ben-Gurion Airport and take it myself!**I found myself among the representative of QUANTAS, Chris, who referred me to a representative of the Hong Kong Airport (?), Alan, who referred me back to Chris, when I turned to the EL AL security representative who stood there (and did not want to identify himself) he referred me back to QUANTAS and Hong Kong representatives ..*It was a "Diffusion of responsibility." Everyone was referring me to the other side like I am a ping-pong ball.**Eventually I have told them that I would agree to go without my suitcase, on one condition that they will send me home my suitcase with a taxi,since I live in the south of the country, and that I would not get to Ben Gurion Airport especially again, since the problem with the doors of the QUANTAS plane is not my personal problem, I am just a client that paid a lot of money for this long flight and I'm not supposed to subsidize that!**In addition I told them that I was willing to wait at the hotel for the next flight to arrive with the suitcase!**"All of a sudden", the representatives of all sides asked me to wait on the side on the bench and suddenly they had "found the time" to do some phone calls...they did find my suitcase and put it on the same plane*flight with me**This is the short story of my return flight to Israel via El Al (with Quantas flight) after a three-month trip to Australia.** Sorry to say.. but I have got the impression of Lack of professionalism, poor conduct, lack of preparation for such situations with a malfunction when there is a continuation flight ..*In fact it is a Diffusion of responsibility***The questions that arises:**If I had agreed to go without the suitcase, was it my problem to get back to Ben-Gurion Airport?*And why should I be on the verge of fainting after a **-hour flight and before a follow-up flight of another ** hours running around with sweaters and suitcase in hand with no water and access to the bathroom **I will thank you for your answers, explanation and compensation for the hassle, inconvenience and all the stress I had to endure especially when it comes to such a long flight so difficult and so expensive**Thanks in advance*Best regards*Roni Cohn*****-*********
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Qantas Airlines

Customer service issue
Reported by GetHuman-conroni
May 8th, 2018 - a yr ago
I have an issue with Qantas Airlines too
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Seen by 18 customers so far
Similar issue to 598 others
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May 8th, 2018 1:13pm
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May 8th, 2018 3:17pm
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May 9th, 2018 3:36pm
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May 9th, 2018 4:28pm
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May 11th, 2018 3:25pm