Qantas - abusing the crew?

19 replies

tommygun

Delta Air Lines - SkyMiles

Member since 16 Oct 2017

Total posts 238

There's a video circulating online of a passenger allegedly "abusing" cabin crew on a Qantas aircraft about to push back in Bali. Frankly I neither saw nor heard any abuse and I think the passenger concerned was doing no more than criticizing a crew member for behaviour towards his wife. At one point he was castigated for, calmly, questioning a crew member over the comment that it was "her plane". He and his family were kicked off. Has it come to this - we can't even complain without being accused of abuse?

Travellz

Member since 26 Mar 2020

Total posts 44

I side with the passenger on this occasion - the fact that she said "this is my cabin or my plane" is bit of a power trip.

Its becoming like America where flight attendants purposely provoke knowing that passengers will get triggered so they can offload them

QFflyer_10

Qantas - Qantas Frequent Flyer

Member since 25 Aug 2022

Total posts 22

Hi @Tommygun,

This is untrue. The man in question raised his voice countless times and its not the crews fault if they are enforcing a QF policy. The wife was being a victim and dramatic. Also the only calm person in that argument was the crew.

Cheers,

QFflyer_10

tommygun

Delta Air Lines - SkyMiles

Member since 16 Oct 2017

Total posts 238

Originally Posted by QFflyer_10

Hi @Tommygun,

This is untrue. The man in question raised his voice countless times and its not the crews fault if they are enforcing a QF policy. The wife was being a victim and dramatic. Also the only calm person in that argument was the crew.

Cheers,

QFflyer_10

Were you on board this flight to witness all that occurred? How else could you know "the wife was being a victim and dramatic" without good reason? Or that crew were enforcing a QF policy? I certainly disagree that "raised" voice is abuse. I suspect you do the same when others are unwilling to listen and try to talk over you, for example.

tommygun

Delta Air Lines - SkyMiles

Member since 16 Oct 2017

Total posts 238

Originally Posted by Turnblatt

It is disappointing to have a holiday in Bali ruined by someone who was obviously a bogan. These Bali bogan buses squeezed in like sardines must attract a certain type of confrontational being from the peripheries of Sydney. I thought jetstar was the bogan bus to Bali not qantas.

Such an impartial analysis.

gredgy69

Qantas - Qantas Frequent Flyer

Member since 29 May 2013

Total posts 56

Turnblatt, I find you assumption that the peripheries of Sydney are supplying these confrontational people rather poor. I happen to reside in said peripheries and have seen supposed refined people from exclusive suburbs carry on like entitled pork chops too.

Last editedby gredgy69 at Oct 25, 2022, 04:21 PM.

John Phelan

Qantas - Qantas Frequent Flyer

Member since 28 Oct 2011

Total posts 255

From what is on the video that has been released, the male passenger was being both loud and disrespectful. The Qantas CSM was speaking in an even tone and manner. It's quite clear who the agitated person was in that conversation.

And the CSM - as the leader of the cabin team - was quite correct in saying that she cannot allow passengers to be rude or to abuse/berate her crew, in the cabin for which she is responsible ("my cabin").

That's what we can see from the video. What apparently transpired prior - though we have not seen video evidence of this - is that the parents boarded with a pram. They were told that the pram would need to be stowed in the hold; that it could not be carried inside the cabin. And that, of course, is completely accurate. The tone and actual wording of that comment by the crew we don't have evidence of. But - given what we see on the later video - I know which side I'd be supporting.


gredgy69

Qantas - Qantas Frequent Flyer

Member since 29 May 2013

Total posts 56

Originally Posted by Turnblatt

Originally Posted by gredgy69

Turnblatt, I find you assumption that the peripheries of Sydney are supplying these confrontational people rather poor. I happen to reside in said peripheries and have seen supposed refined people from exclusive suburbs carry on like entitled pork chops too.

Last editedby gredgy69 at Oct 25, 2022, 04:21 PM.
Sorry to hear you reside in the peripheries of Sydney. How ghastly


Well I guess it could be worse, I could live next door to you.

tommygun

Delta Air Lines - SkyMiles

Member since 16 Oct 2017

Total posts 238

Originally Posted by John Phelan

From what is on the video that has been released, the male passenger was being both loud and disrespectful. The Qantas CSM was speaking in an even tone and manner. It's quite clear who the agitated person was in that conversation.

And the CSM - as the leader of the cabin team - was quite correct in saying that she cannot allow passengers to be rude or to abuse/berate her crew, in the cabin for which she is responsible ("my cabin").

That's what we can see from the video. What apparently transpired prior - though we have not seen video evidence of this - is that the parents boarded with a pram. They were told that the pram would need to be stowed in the hold; that it could not be carried inside the cabin. And that, of course, is completely accurate. The tone and actual wording of that comment by the crew we don't have evidence of. But - given what we see on the later video - I know which side I'd be supporting.


Surely this is not all about taking sides. It's about freedom of speech. How is being agitated, or "loud and disrepectful", seen as abuse? On that view our freedom is curtailed by those who think quiet and polite is some sort of condition to speak at all. Much too precious in my view. And John, unless you were there what "apparently transpired prior" is unfounded speculation that contributes nothing to what is seen and heard on the video.

greg959

Qantas - Qantas Frequent Flyer

Member since 15 May 2019

Total posts 53

It is her cabin, plain and simple. She is the customer service manager responsible for it. She is responsible for the safety and wellbeing of the customers onboard. The man was being confrontational. He committed a crime when he didn't follow her direction to get off the plane. He should be prosecuted.

dm12

Member since 08 Feb 2018

Total posts 154

Originally Posted by Turnblatt

Originally Posted by gredgy69

Turnblatt, I find you assumption that the peripheries of Sydney are supplying these confrontational people rather poor. I happen to reside in said peripheries and have seen supposed refined people from exclusive suburbs carry on like entitled pork chops too.

Last editedby gredgy69 at Oct 25, 2022, 04:21 PM.
Sorry to hear you reside in the peripheries of Sydney. How ghastly

haha, they'll have their own airport too soon enough!

XWu

Member since 09 May 2020

Total posts 173

Originally Posted by John Phelan

From what is on the video that has been released, the male passenger was being both loud and disrespectful. The Qantas CSM was speaking in an even tone and manner. It's quite clear who the agitated person was in that conversation.

And the CSM - as the leader of the cabin team - was quite correct in saying that she cannot allow passengers to be rude or to abuse/berate her crew, in the cabin for which she is responsible ("my cabin").

That's what we can see from the video. What apparently transpired prior - though we have not seen video evidence of this - is that the parents boarded with a pram. They were told that the pram would need to be stowed in the hold; that it could not be carried inside the cabin. And that, of course, is completely accurate. The tone and actual wording of that comment by the crew we don't have evidence of. But - given what we see on the later video - I know which side I'd be supporting.


Huh? How did the pram get as far as the actual aircraft cabin? Probably a big lapse there in SOP

And which airline in the world allows outside pram in the cabin, for this particular family to think what they are demanding is normal and their right?


abudhabi1

Thai Airways International - Royal Orchid Plus

Member since 15 Jan 2013

Total posts 98

Appalling to say the least.I did a Bali trip a long time ago on Qantas and it was never this bad(well It was my luck going over took place the week before the schools were about to start term 1 and the return sector had me coming home during the schools first week back). My trip took place in the days when they had 767's or 747's out of Sydney or Melbourne(I had a 737 Adelaide to Sydney over but scored the 767 on the way home as luck had me on a day when the Sydney to Singapore via Adelaide services existed).In direct contrast to this story and it was my first time there although I had done mostly Singapore trips with family and one on my own before that I was looked after and never dared give the staff a hard time.It beats me today how do they manage to fill up these small planes like sardines when even Garuda which was previously the Bogan Bus of choice to Bali always used a big wide body of all sorts over the years(DC10,MD11,747'S,A300 AND A330 all come to mind)and of course we had Ansett which was the default option 1993 to 2001 for people who couldn't get on Qantas.


Rod H

Virgin Australia - Velocity Rewards

Member since 06 Mar 2015

Total posts 247

XWu is spot on ! If security and boarding checks had been correctly followed the passengers would not have been allowed to go through the boarding gate with a pram unless arrangements were made for the pram to be handed over at the aircrafts door so as to be stowed in the luggage hold. Had this correct procedure been followed then there would not have been this incident. QF ground staff may have been at fault here as it is their job to enforce things like this.. Either way passengers cannot behave in this disgusting manner.

APACPete

Qantas - Qantas Frequent Flyer

Member since 09 Jun 2017

Total posts 22

Regarding prams. I have seen on a number of recent international (non Qantas) trips that some prams do come on board. Twice I specifically watched what was happening and noted that the prams folded up really well and ended up in a bag no bigger than a roll-aboard and went into the overheads. So maybe this is something that is being expected now on boarding and in the Bali case the pram concerned did not meet the folded size criteria?

In regard to disruptive behaviour, not knowing too much about this specific case and in particular, the lead up to the confrontation. In my opinion, there should be no tolerance of behaviour that could put passengers or crew at risk. How many times have we seen the loud and obnoxious on the plane (too many hours in the Qantas lounge on a Friday night out of Singapore maybe), a quiet word from the crew normally calms things down very quickly and everyone can get on with their journey. The crew has to make the call when it comes to potential escalation for the sake of everyone on board. From what I saw in the video, there was a person who was not backing off and the CSM made correct call was made.

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