A mother is furious over allegations her distraught daughter was allegedly “mistreated” and humiliated by a Virgin Australia crew member who was tasked with looking after her during the flight.
Chey Gurner’s seven-year-old daughter Charlie flew accompanied on a flight from Melbourne to Tasmania this week.
The girl was so traumatized by the ordeal that she never wants to fly alone again.
His furious mother is now demanding answers as the airline launched an investigation into the matter.
“My daughter leaves the flight from Melbourne crying uncontrollably,” Gurner posted this week.
“I didn’t get any explanation from the crew, just a ‘signal here’ and (they) left.”
Furious mother claims her seven-year-old daughter was left traumatized by the ‘abuse’ she received during a short flight (file image)
It took Mrs Gurner 15 minutes to calm her distraught daughter.
Charlie claimed the Virgin crew member assigned to care for her turned the girl’s “back” and barely offered her “the time of day.”
“Charlie got up during the flight to stretch his legs and go to the bathroom, but the flight attendant got angry at Charlie and said, ‘You can’t get up, sit down,'” Ms. Gurner wrote.
‘Charlie then spilled her drink on her, completely covering herself and her area.
‘Charlie looked at the stewardess and instead of coming over and helping her clean up, they stared at her and the lady walked away.
“Another passenger had to help Charlie clean it up.”
Her daughter is still traumatized by the harrowing experience.
‘For my daughter to tell me ‘Mom, she was meant to help me.’ She was very rude. “I never want to fly alone again,” Ms. Gurner wrote.
The mother claimed her attempts to raise the matter with Virgin Australia have been blocked. Pictured is a Virgin Australia plane.
‘A seven-year-old girl alone and this was her experience. “It’s absolutely devastating.”
Ms Gurner claimed her attempts to contact Virgin Australia regarding the ordeal were blocked by the airline.
“I called Virgin Australia on Monday and asked to speak to someone urgently about this matter,” Ms Gurner wrote.
‘I was told I can’t speak to anyone on the phone and I have to email this. I did this.
‘I then wrote on the Virgin Australia Facebook page about this experience. They contacted me and asked me to contact them directly on Facebook to discuss. I did this.
‘Instead of discussing it with me like they said they would, they told me I had to submit another inquiry via their website, which I did too.
“After asking to be contacted urgently, I have been told that I have to wait at least 10 business days to receive a response.”
Gurner said the experience had left her “mortified.”
“As an unaccompanied minor, you pay an additional fee for a service for your child,” he wrote. ‘This service was not performed.
‘Instead, my daughter was left feeling helpless, anxious about traveling alone and discouraged.
“The person we told her would be there for her when she needed it was actually not there for her at all.”
Gurner said he was told he would have to fly to Melbourne Airport (pictured) to make a complaint in person.
Ms Gurner said she called Virgin again and “demanded they put me through to someone in charge”.
“They finally got back to me, however, this was after hesitating and being told I needed to email this again,” he wrote.
Eventually, Ms Gurner spoke to a Virgin representative but “went nowhere” and admits “the conversation became heated”.
Gurner said after repeatedly explaining what had happened, he was told he would have to fly from his home to Melbourne airport and lodge a complaint in person there.
“This is not right,” Ms. Gurner wrote.
‘All my daughter wants is an apology, someone to apologize for making her feel the way she felt.
‘All I want is for this lady to be aware of her disgusting behavior and to never have the opportunity to do this to another child.
“No one takes this seriously, no one seems to care.”
Mrs Gurner’s story was supported by Vickie Woodhead, who opened her house for Charlie to spend the weekend.
Charlie was convinced she never wanted to fly again, according to Mrs Gurner (file image)
“It broke my heart when I was talking to her (Charlie) on the phone,” Woodhead wrote in a comment.
‘We had a fantastic weekend and this morning I told her they would look after her because she was nervous and then they did this to her. Not happy.’
The alleged incident horrified other flight attendants who posted on social media.
“I’m so sorry to hear this happened to your darling girl,” one wrote.
‘Unaccompanied minors are definitely our most precious cargo on board and must be treated with great love and care. Traveling alone is so exciting and brave!
‘My heart breaks for her when I read this! At a MINIMUM, an UM (unaccompanied minor) should be checked on frequently, offered extra comfort and attention, and explained to him or her about noises and bumps he or she may experience.
‘There is always time for the crew to initiate and prioritize this. There are no excuses.
“Sending love to you and your family and hope your next experience is MUCH better.”
A Virgin Australia spokesperson said the airline was “actively investigating this matter”.
“We will keep the guest informed of the progress and outcome of the investigation,” the spokesperson said.
Daily Mail Australia has contacted Ms Gurner for comment.
