Just got off the phone to Mrs Buzzy who is now safely at the inlaws in New Zealand.

She has had a number of items to report though which we would like to share with you -

- The Buzzettes pram is still in London!!!
- Qantas staff are rude, argumentative, confrontational, arrogant and unhelpful. This applies to check-in, in-flight service and management.
- Qantas staff slag off Jetstar (their subsidiary)
- Jetstar staff are polite, and go out of their way to help a woman with 2 kids.

The saga of the milk continues (I feel like laughing it is so ridiculous now) - Qantas put the Buzzettes milk in the fridge from London to Hong Kong. However from Hong Kong to Melbourne Mrs Buzzy was told they couldn't keep it cold as they didn't have a fridge big enough on the plane. WTF It was the same plane!!!

The whole flight Qantas in-flight staff did their best to refuse any request Mrs Buzzy made. When they landed in Melbourne, she asked all the staff for help off the plane with the girls and the car seats and hand luggage. All the staff refused and ran off with their little trolleys. It was only when she started CRYING that any member of staff would help her.

A member of staff reluctantly helped her into the airport terminal. She then asked if she could get a porter to help with the luggage, as she had at Heathrow. The condescending answer was "You're in Australia now love, we don't have porters". REMEMBER THAT THEY HAD LOST HER F***ING PRAM!!!

When Mrs Buzzy explained that she was flying on to Christchurch with Jetstar, a Qantas employee said, "Jetstar, they're no bloody good, they won't let you take car seats on board, don't expect any help from them".

When she checked in for her Jetstar flight, the check-in lady CLOSED HER CHECK IN so she could personally escort Mrs Buzzy and the girls to their gate. The gate staff then helped her on the plane, giving her the front seats so the car seats could be fitted easily. Although Jetstar is a budget airline, they GAVE her more milk than she would need for the flight, nothing was too much trouble. At Christchurch she was whisked out with the staff through the cabin-crew area so they could help her right up to where she met her Mum in Arrivals.

So in conclusion -

- never fly Qantas if you have children.
- in order to get any assistance from Qantas staff you have to start crying.
- Full marks to Jetstar.

Mrs Buzzy will be writing a complaint letter to Qantas and a praise letter to Jetstar.

Apparently the double pram will be arriving by courier to the inlaws tomorrow.



Buzzy

That is just horrendous.

Mrs B needs to ensure that the chairman on the Qantas board gets a copy of the letter, and the same for Jetstar.

Most people dont let the board know, so they never really find out about it!

What seriously sucky service. How crap! Just what you need with twins, exhaustion, jetlag and no pram.

I hope you ask for and receive some compensation.

I have heard some terrible reports about Qantas, staff rude to the point of unbelievable.

I even read one year that they were something like 20 in the airline of the year awards, with bad service for food, staff etc.

Even some Aussies I know wouldnt fly with them. I have no doubts they have some excellent staff working for them, but no way would I risk flying with them.

As for them losing your wifes buggy, that is disgusting and what is worse, is their attitude towards THEIR error.

The problem of course is now you can't argue with them. If someone gives you sucky service on a plane and you argue, you could be escorted off as a disruptive and dangerous passenger....I'll bet Mrs Buzzy felt like being a disruptive and dangerous passenger by the end of all this crap.

I've flown QANTAS with children though and they couldn't do enough for us. It was to Singapore and all the staff were Singaporean... They seem to value children more imo. Korean airlines was SUPERB and fell over backwards to keep the children happy. Would fly with them again anytime.

well sounds like she had really cr*p hormonal staff -were they adults or what? I'd like to see them stuck with 2 children and no pram with luggage.
I can honestly say we've never had bad service with Qantas and would rate them above BA - which I have to say were bloody brilliant when we came out to Oz - our two boys were sick and the cabin crew were wonderful.

Sorry your wife had such an awful time.

That is horrendous customer service.

Sorry she had such an awful time.

OH MY GOD! Poor Mrs Buzzy, that must've been absolutely awful for her

I am so sorry that Mrs Buzzy and the Buzettes had a rough ride Glad to hear that she has arrived in NZ safe, n sound (if minus a pram)!!

Yep, I'd echo that and sorry to hear about Mrs B's continued misadventures - used Qantas 3 times and 'no worries' but it just goes to show that any airline does not give the same service to everyone, sometimes it just depends on which particular ground staff (most of whom are not in the employment of the airline) and cabin crew you get and what your circumstances are.

FWIW Emirates, Malaysia, Cathay, Singapore, Qantas and BA in that order from a seasoned veteran on the UK/Oz run. (I'd slip Lauda in at #2 but they've been taken over by AA and aren't as good now).

OzTennis

Makes me absolutely seeth with rage to read about the appalling treatment your poor wife had. How dare this people act like this.

I'd write to the 'Top Dog' of Quantas whoever they might be about this, plus I'd get an petition (signed by all of us on BE) stating that we're going to boycott QF because we're so appalled at the treatment Mrs Buzzy-Bee received.

Make sure you also write a report on one the main travel websites (no idea which ones they are but there must be some? I'll have a look later)

Karma sent for Mrs BB.

Nicky

The last time I saw someone calling for a boycott, petition etc a moderator warned about this from a legal standpoint - oh, OP is a mod!

OzTennis

Why OzTennis, what are you implying?....Inconsistent application of the rules, special treatment...mmmh?

Not making any excuses but it ultimately depends on the combination of cabin-crew for the flight. However, that is no excuse for the attitude of the ground-staff.