An outraged dad has hit out at Qantas for losing his pre-booked plane tickets and ruining his holiday with his wife and children.
Christopher Reynolds, from Melbourne, booked a $3,000 family trip to Japan in 2020, which was canceled due to travel restrictions during the Covid pandemic.
In 2021, the family of four used part of a Qantas voucher to book a trip to Western Australia, but those plans were also scuttled by border closures.
Earlier this year, Reynolds booked a family trip to the Gold Coast.
But he claimed that when they arrived to check in at Melbourne airport, Qantas staff said they couldn’t find the booking.
Earlier this year, Reynolds booked a family trip to the Gold Coast, but when they arrived to check in at Melbourne airport, Qantas staff said they couldn’t find the booking.
They told Mr. Reynolds to call the customer service line, but the telephone operator told them the company’s refund system was not working.
When she hung up the phone, her flight had taken off and her children were having a crisis.
Mr Reynolds ended up paying for the next available flight because the family had already booked hotel and activities on the Gold Coast.
After more than 20 hours on the phone fighting to get their money refunded from Qantas, the airline refunded them $1,000 and gave them $100 vouchers for their inconvenience.
Reynolds said everyone at the airline had admitted to him that “things were not done right” and that they would fix it within a week.
But the delays had been frustrating for the family who needed the money to cover basic living expenses.
“I was a bit proud of the national airline and during Covid, I thought we would do our bit to support them too… but this experience made me go, I don’t want to fly with them again.” ,’ he said 7news.
It is understood that the airline now plans to refund the full amount.
It is understood that the airline now plans to refund the full amount.
“We sincerely apologize for Mr Reynolds’ experience and recognize that this is not the experience our customers expect,” a Qantas spokesperson said.
“We have contacted Mr Reynolds to apologize and arrange for the refund of any remaining funds.”
WhatsNew2Day Australia has contacted Qantas for further comment.