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  • FIRST POST
    • Rebecca Blane
    • By Rebecca Blane 17th Apr 18, 10:25 PM
    • 7Posts
    • 3Thanks
    Rebecca Blane
    0 WOW
    Qantas crew took our daughter's seat
    • #1
    • 17th Apr 18, 10:25 PM
    0 WOW
    Qantas crew took our daughter's seat 17th Apr 18 at 10:25 PM
    Me, my husband and our 2 year old daughter, recently moved back to the UK from New Zealand after living out there for about 10 years. As this was going to be our last big flight for a while, we thought we'd make it as comfortable as possible and purchase a seat for our daughter (at the time she was under 2 and would normally travel for free on my knee). However, not only did we have a horrendous journey but to top it off Qantas used our daughter's seat for a cabin crew member and are now refusing to pay compensation.
    Basically, the leg from Sydney to Dubai was diverted to a random airport in Al Ain due to fog. We had to sit on the plane for over 9 hours on the runway. Eventually we were allowed off into a small terminal building because the fog had lifted but there became a technical fault with the plane delaying us further. Because of the lengthy delay they had to bus in a new crew meaning that the old crew needed seats, they used our daughter's seat along with the space that goes with it (even though there were other empty ones on the plane). We paid for that seat and weren't able to use it, surely we should receive a refund? They wouldn't be able to take a seat from an adult!
    We have complained to Qantas and also followed this up with the Airline Advocate in Australia (who just relayed questions between Qantas and myself so quite pointless). Qantas gave us 5000 points each but we don't intend to use the airline again as the whole experience was just terrible (including no food for over 24 hrs!) Is there another avenue to seek compensation/refund for our daughter's seat? Thanks
Page 1
    • vegasvisitor
    • By vegasvisitor 18th Apr 18, 7:24 AM
    • 2,148 Posts
    • 1,393 Thanks
    vegasvisitor
    • #2
    • 18th Apr 18, 7:24 AM
    • #2
    • 18th Apr 18, 7:24 AM
    I'm not sure if I'm reading it correctly - you flew from Sydney to Al Ain with your daughter in her seat. Then from Al Ain to Dubai the crew used the seat? Or from Al Ain to the UK? It would make a huge difference, as Al Ain to Dubai would be a very short part of your journey.

    Also, are they not compensating for the delay?
    • Westin
    • By Westin 18th Apr 18, 8:51 AM
    • 1,333 Posts
    • 988 Thanks
    Westin
    • #3
    • 18th Apr 18, 8:51 AM
    • #3
    • 18th Apr 18, 8:51 AM
    Unfortunate but perhaps necessary to get the spare Qantas crew back to DXB.

    The Al Ain to Dubai flying time would be about 10 minutes. Perhaps double that to allow for taxiing and holding.

    Are you seeking a refund on your whole journey? 5000 miles for each adult on what might have been a small inconvenience for 10-20 minutes sounds about right. If you are unhappy then politely ask for the cash equivalent (which will probably be around 15-20).
    • Pollycat
    • By Pollycat 18th Apr 18, 6:34 PM
    • 20,004 Posts
    • 53,677 Thanks
    Pollycat
    • #4
    • 18th Apr 18, 6:34 PM
    • #4
    • 18th Apr 18, 6:34 PM
    Me, my husband and our 2 year old daughter, recently moved back to the UK from New Zealand after living out there for about 10 years. As this was going to be our last big flight for a while, we thought we'd make it as comfortable as possible and purchase a seat for our daughter (at the time she was under 2 and would normally travel for free on my knee). However, not only did we have a horrendous journey but to top it off Qantas used our daughter's seat for a cabin crew member and are now refusing to pay compensation.
    Basically, the leg from Sydney to Dubai was diverted to a random airport in Al Ain due to fog. We had to sit on the plane for over 9 hours on the runway. Eventually we were allowed off into a small terminal building because the fog had lifted but there became a technical fault with the plane delaying us further. Because of the lengthy delay they had to bus in a new crew meaning that the old crew needed seats, they used our daughter's seat along with the space that goes with it (even though there were other empty ones on the plane). We paid for that seat and weren't able to use it, surely we should receive a refund? They wouldn't be able to take a seat from an adult!
    We have complained to Qantas and also followed this up with the Airline Advocate in Australia (who just relayed questions between Qantas and myself so quite pointless). Qantas gave us 5000 points each but we don't intend to use the airline again as the whole experience was just terrible (including no food for over 24 hrs!) Is there another avenue to seek compensation/refund for our daughter's seat? Thanks
    Originally posted by Rebecca Blane
    The bit in red sounds very odd.

    If there were sufficient seats for the extra cabin crew, why did they specifically take the one paid for for your daughter?
    • peachyprice
    • By peachyprice 19th Apr 18, 9:39 AM
    • 19,365 Posts
    • 44,890 Thanks
    peachyprice
    • #5
    • 19th Apr 18, 9:39 AM
    • #5
    • 19th Apr 18, 9:39 AM
    Did they use your daughter's seat from Al Ain to Dubai or Al Ain to UK?
    Accept your past without regret, handle your present with confidence and face your future without fear
    • Westin
    • By Westin 19th Apr 18, 11:26 AM
    • 1,333 Posts
    • 988 Thanks
    Westin
    • #6
    • 19th Apr 18, 11:26 AM
    • #6
    • 19th Apr 18, 11:26 AM
    We may never know.

    OP has not returned.
    • photome
    • By photome 19th Apr 18, 3:27 PM
    • 13,094 Posts
    • 8,651 Thanks
    photome
    • #7
    • 19th Apr 18, 3:27 PM
    • #7
    • 19th Apr 18, 3:27 PM
    Op please return
    • Rebecca Blane
    • By Rebecca Blane 24th Apr 18, 2:43 PM
    • 7 Posts
    • 3 Thanks
    Rebecca Blane
    • #8
    • 24th Apr 18, 2:43 PM
    • #8
    • 24th Apr 18, 2:43 PM
    I'm not sure if I'm reading it correctly - you flew from Sydney to Al Ain with your daughter in her seat. Then from Al Ain to Dubai the crew used the seat? Or from Al Ain to the UK? It would make a huge difference, as Al Ain to Dubai would be a very short part of your journey.

    Also, are they not compensating for the delay?
    Originally posted by vegasvisitor
    Apologies, I have been away!

    It was from Al Ain to Dubai, however, it included the time that we were sitting on the runway which was about 9 totals in total. As we weren't allowed to get off the plane, the three of us had to sit in the 2 seats for this whole time.
    Also, they have said that they will not compensate for the delay as it was caused by fog, even though once the fog had lifted we were still delayed due to a technical fault on the plane.
    • Rebecca Blane
    • By Rebecca Blane 24th Apr 18, 2:44 PM
    • 7 Posts
    • 3 Thanks
    Rebecca Blane
    • #9
    • 24th Apr 18, 2:44 PM
    • #9
    • 24th Apr 18, 2:44 PM
    Unfortunate but perhaps necessary to get the spare Qantas crew back to DXB.

    The Al Ain to Dubai flying time would be about 10 minutes. Perhaps double that to allow for taxiing and holding.

    Are you seeking a refund on your whole journey? 5000 miles for each adult on what might have been a small inconvenience for 10-20 minutes sounds about right. If you are unhappy then politely ask for the cash equivalent (which will probably be around 15-20).
    Originally posted by Westin
    If it was just for the 20 minute flight to Dubai we wouldn't have minded but we also had to sit on the runway for about 9 hours as well. There were also other empty seats on the plane, so confused why they had to take our daughters seat!
    • Pollycat
    • By Pollycat 24th Apr 18, 2:45 PM
    • 20,004 Posts
    • 53,677 Thanks
    Pollycat
    I'll ask again:
    The bit in red sounds very odd.

    If there were sufficient seats for the extra cabin crew, why did they specifically take the one paid for for your daughter?
    Originally posted by Pollycat
    • Rebecca Blane
    • By Rebecca Blane 24th Apr 18, 2:47 PM
    • 7 Posts
    • 3 Thanks
    Rebecca Blane
    The bit in red sounds very odd.

    If there were sufficient seats for the extra cabin crew, why did they specifically take the one paid for for your daughter?
    Originally posted by Pollycat
    We didn't realise that there were other empty seats until we were in the air to Dubai, by then it was too late to suggest that maybe the crew member could have sat there! I really wish now that we had asked at the time why they needed our daughter's seat.
    • photome
    • By photome 24th Apr 18, 5:20 PM
    • 13,094 Posts
    • 8,651 Thanks
    photome
    If it was just for the 20 minute flight to Dubai we wouldn't have minded but we also had to sit on the runway for about 9 hours as well. There were also other empty seats on the plane, so confused why they had to take our daughters seat!
    Originally posted by Rebecca Blane
    why didnt you move to an empty seat during that 9 hours , you would have been more comfortable
    • Pollycat
    • By Pollycat 24th Apr 18, 6:23 PM
    • 20,004 Posts
    • 53,677 Thanks
    Pollycat
    We didn't realise that there were other empty seats until we were in the air to Dubai, by then it was too late to suggest that maybe the crew member could have sat there! I really wish now that we had asked at the time why they needed our daughter's seat.
    Originally posted by Rebecca Blane
    Was there something special about the seat your daughter should have been sat in?
    e.g. was it extra legroom or extra space?

    If it was a bog-standard seat, I still find it odd that non-working cabin crew (don't know what the correct term is) would insist on using that specific seat instead of one of the spare ones.
    • Voyager2002
    • By Voyager2002 25th Apr 18, 12:08 AM
    • 12,071 Posts
    • 8,210 Thanks
    Voyager2002
    Was there something special about the seat your daughter should have been sat in?
    e.g. was it extra legroom or extra space?

    If it was a bog-standard seat, I still find it odd that non-working cabin crew (don't know what the correct term is) would insist on using that specific seat instead of one of the spare ones.
    Originally posted by Pollycat
    Since the OP did not see any spare seats until it was too late, quite probably the cabin crew did not notice them either. Presumably they were very tired and grabbed the first possible space they saw.
    • vicker
    • By vicker 25th Apr 18, 12:25 AM
    • 135 Posts
    • 83 Thanks
    vicker
    Cabin crew possibly thought daughter was under 2 & not entitled to a seat. If OP had daughter on her lap when cabin crew got on, it would have looked free & figured family were fortunate to have a free seat next to them.

    OP-why did you not tell cabin crew at the time it was a paid seat for your daughter? Especially after you'd been sat there with daughters on your lap for an hour or five?
    • Pollycat
    • By Pollycat 25th Apr 18, 8:31 AM
    • 20,004 Posts
    • 53,677 Thanks
    Pollycat
    Since the OP did not see any spare seats until it was too late, quite probably the cabin crew did not notice them either. Presumably they were very tired and grabbed the first possible space they saw.
    Originally posted by Voyager2002
    Shouldn't working cabin crew be aware of spare seats (on the manifest or whatever)?

    It would make sense (at least to me) for non-working cabin crew to consult working cabin crew before grabbing the first possible space they saw?

    The OP doesn't say if she rang for cabin crew to point out that the seat that had just be appropriated by non-working Qantas crew had actually been paid for and wasn't a spare seat.
    That would have been the most sensible thing to do.
    • peachyprice
    • By peachyprice 25th Apr 18, 8:49 AM
    • 19,365 Posts
    • 44,890 Thanks
    peachyprice
    Shouldn't working cabin crew be aware of spare seats (on the manifest or whatever)?

    It would make sense (at least to me) for non-working cabin crew to consult working cabin crew before grabbing the first possible space they saw?

    The OP doesn't say if she rang for cabin crew to point out that the seat that had just be appropriated by non-working Qantas crew had actually been paid for and wasn't a spare seat.
    That would have been the most sensible thing to do.
    Originally posted by Pollycat
    Not necessarily no, they get the number of passengers and count them before closing the doors, but not which passengers are allocated to which seat. All they will know is that there are say 188 passengers and 198 seats on the plane.

    I would also imagine, that if the plane were on the tarmac for 9 hours many passengers would be up and out of their seats walking around, not sat strapped in for all that time.

    I do find it odd that OP didn't say anything, I certainly would if I was forced to hold a squirming child for all that time when I'd paid for a seat for her.
    Accept your past without regret, handle your present with confidence and face your future without fear
    • Rebecca Blane
    • By Rebecca Blane 25th Apr 18, 2:25 PM
    • 7 Posts
    • 3 Thanks
    Rebecca Blane
    Hopefully this answers all the questions.

    The lead cabin crew came round the plane holding a list of what we assumed were empty seats and was asking the other passengers if they could move their bags etc. so that the crew could be seated. They came across my family, my daughter was sitting in the middle seat, so maybe they did assume that it was an unpaid for seat. At the time, they asked if they could use the seat for the journey to Dubai and that it would only be a 20 minute trip. At this point in time we thought that it seemed reasonable as we just wanted to get to Dubai and make our connecting flight, so we agreed. The crew member sat down for about 20 minutes, then we found out that we would be stuck a little longer. He got up and went somewhere else but left his belongings on the seat (meaning that we couldn't use it). We didn't realise that there were other empty seats as people were moving around the plane and changing where they were sitting throughout the wait. When it finally came time to fly to Dubai, some 9 hours later, people sat down and that's when we saw that there were empty seats. In fact the crew member never came back for the actual flight, he just left his stuff on the chair. By this point it was too late to put our daughter in the seat as we would have had to strap the CARES harness on which takes time. As we were taxiing to take off, we still thought that the crew member would come and sit down!
    • peachyprice
    • By peachyprice 25th Apr 18, 3:16 PM
    • 19,365 Posts
    • 44,890 Thanks
    peachyprice
    Hopefully this answers all the questions.

    The lead cabin crew came round the plane holding a list of what we assumed were empty seats and was asking the other passengers if they could move their bags etc. so that the crew could be seated. They came across my family, my daughter was sitting in the middle seat, so maybe they did assume that it was an unpaid for seat. At the time, they asked if they could use the seat for the journey to Dubai and that it would only be a 20 minute trip. At this point in time we thought that it seemed reasonable as we just wanted to get to Dubai and make our connecting flight, so we agreed. The crew member sat down for about 20 minutes, then we found out that we would be stuck a little longer. He got up and went somewhere else but left his belongings on the seat (meaning that we couldn't use it). We didn't realise that there were other empty seats as people were moving around the plane and changing where they were sitting throughout the wait. When it finally came time to fly to Dubai, some 9 hours later, people sat down and that's when we saw that there were empty seats. In fact the crew member never came back for the actual flight, he just left his stuff on the chair. By this point it was too late to put our daughter in the seat as we would have had to strap the CARES harness on which takes time. As we were taxiing to take off, we still thought that the crew member would come and sit down!
    Originally posted by Rebecca Blane
    So the crew member only actually used your daughters seat for 20 mins? Why didn't you just put his stuff in the seat pocket in front of you, or in the overhead locker, or take it to the galley?
    Accept your past without regret, handle your present with confidence and face your future without fear
    • photome
    • By photome 25th Apr 18, 3:32 PM
    • 13,094 Posts
    • 8,651 Thanks
    photome
    You sat there for 9 hours with his belongings on the seat and didnt say anything or move the stuff so you could use it.



    You said other people were moving around changing seats for the 9 hours which suggests you could also have done the same
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