Member since 10 Aug 2018
Total posts 2
Never arrived it wasn't until an hour before landing when a new attendant arrived (she had been working in first class, I don't know where the two regular staff were), with breakfast and noticed my distress, she asked what was wrong and was horrified when I told her that we had not seen an attendant let alone been offered fluids for so long. She followed up with the staff and they told her we should have rung the bell, which she was told was on front of the seat so we both looked for it and found no it was above us and impossible to see in the dark. The helpful attendant found the head steward and he wrote a report.I have spent 2 months going round in circles trying to get the points I paid returned to me as I believe I did not get premium service, in fact, it was substandard and I believe the duty of care they have towards their passengers was not present at all. What if I suffered from diabetes or some other condition that would require regular water. Irregardless no one should go with out fluids for such a long period of time its not healthy.
I was so anxious and worried on my return visit that I ordered 2 bottles of water before we even took off. I do note that the staff did walk the isle on my return trip.
Qantas customer care treat you similarly to the on board staff, so I took it to the airline advocate and basically Qantas came back to them and said we will offer you 1/3 of your points back, you got to where you wanted to go didn't you, case closed. Not this is not the standard and we are sorry for your distress.
I have definitely been scarred by this experience, my husband and I fly with Qantas domestically at least 12 times a month and have done for the past 6 years, (which is a lot of revenue to Qantas) because we live regionally and that is the only option to get to business timely. So the fact that I am a very regular flyer and the amount of money we spend with Qantas does not matter to them, nor does ensuring that they provide a quality and safe service.
In short, do I feel I had a premium service definitely not. Am I totally dissatisfied - yes. Do I feel they give a hoot about their customers welfare -definitely not. Does Customer Service care about customers - definitely not. Would I recommend spending the money for premium economy definitely not. Will I fly long distance with Qantas again -definitely not.
Air New Zealand - Airpoints
Member since 31 Oct 2016
Total posts 204
TLDR: Couldn't find the crew call button, therefore didn't get the crew's attention.
Member since 31 Mar 2014
Total posts 189
Originally Posted by MRYJDrake
Qantas - Qantas Frequent Flyer
Member since 10 May 2017
Total posts 55
On the contrary - one of my best flights ever was a Premium Economy flight on QF - JFK>LAX>SYD.
Its like anything, sometimes you get good service sometimes you don't. As you've mentioned you take a minimum of 12 QF flights a month, and you've only seen reason to complain about one of them. I'd say that's pretty damn good. 1 out of 864
British Airways - Executive Club
Member since 23 Mar 2018
Total posts 32
Originally Posted by Grinda
I'm assuming from your reference to a morning departure and a 15 hours flight that you were flying to the US from the east coast of Australia. The first meal service usually goes for two hours on these flights and then the second one starts about two hours before landing. By my calculation, you went to ask for food and drink about 12 hours into a 15 hour flight. That would usually be when the crew would be starting to get the breakfast service prepared. Maybe they meant that they were about to serve the second meal service when they said that they would bring you something? I am very surprised that they would not offer you some water immediately it you were shaking and distressed when you went to the galley. Why did you not ask for the water immediately so that you could take it back to your seat?
Can I also ask if you were awake for the whole time? You said you upgraded to premium economy to get some rest. Could it be that you missed seeing the attendants walking around with water at some point while you were sleeping? Furthermore, there is no way I would have been able to stay seated for 12 hours without going to the bathroom or stretching my legs. Surely the person sitting next to you would not have minded letting you out a couple of times. Wasn't this person your husband anyway because you make reference to “we”.
Sorry to sound somewhat sceptical of your experiences. I just really find what you are writing hard to believe and am trying to offer some possibilities that you may not have considered.
Member since 13 Sep 2013
Total posts 113
Surely this forum is not for random rants about someone trying to find a call button!?! I enjoy this forum because it's usually interesting or tricky questions about business travel. For random rants, I'm sorry, but look elsewhere.
Originally Posted by rwSydney
Member since 07 Oct 2012
Total posts 761
Assuming this happened as written, I think the offer of a 1/3 points back is about right. Having an attentive flight attendant is not worth 100% of the upgrade. If you are that anxious and scarred by this experience, then I don't think travelling is for you... Things often aren't what is expected or let you down.
Member since 02 Feb 2018
Total posts 7
Agreed, this isn't the forum for a rant. If it were I would rant about people that use made up words like “ Irregardless “
Originally Posted by ahhm1980
Member since 06 Jul 2018
Total posts 16
Originally Posted by S
Member since 27 Mar 2019
Total posts 3
Use of the "word" "Irregardless" means all credibility is gone!
Member since 29 Nov 2013
Total posts 436
Maybe we need some code to cross-post this to a more appropriate rant platform (looking at you AFF...) and then auto delete from Et...
Member since 20 Dec 2019
Total posts 4
I'm fairly confident that every plane in the qantas fleet with a premium economy cabin also has a self-serve snack bar.
Qantas - Qantas Frequent FlyerJ
Member since 19 Apr 2013
Total posts 13
I think Grinda may well of had a rant but she has a valid point. This sound like the service failed to meet expectations. How would we feel if it was us?
Hi Guest, join in the discussion on
Qantas Premium Economy and International Service. What Service???
Already have an ET account? Log in below.
Signing up with Executive Traveller only takes a second and lets you
interact with our community. It's completely free and we'll never pass your information on to
Didn’t receive an activation email? Resend one to yourself here.
If you’ve forgotten your password, simply enter your email address
below, then click 'Submit'. We’ll send you an email to re-activate your account and enter a new password.
If you have not received the activation email, simply enter your email address below, then click 'Submit'. We’ll send you an email containing the activation link.
Subscribe to our free newsletter and get the latest news, reviews, tips and more sent straight to your inbox