This is addressed to Mr Geoff Dixon, CEO Qantas.

My wife and I went on a trip around the world and travelled on Cathay Pacific, British Airways, American Airlines and finally boarded Qantas Flight QF94 at Los Angeles airport on August 21, 2008. Our flight from Las Vegas arrived in LA on 21 August at about 10.30 am (We had booked our four bags through to Melbourne from Las Vegas on flight AA1419) We were assured by QANTAS staff at LA that the bags would be loaded on the same flight QF94 and the QANTAS staff also arranged for wheel chair assistance which had been requested throughout the trip on all Airlines. At Melbourne we were unable to get any sort of assistance and were greatly inconvenienced by non receipt of our bags. Three were delivered to our home on the day after arrival and one more on the day after that. None of your staff at Melbourne Airport could /would arrange for a wheel chair causing much distress particularly to mywife.
Some other passengers with similar problems had words with your staff at Tullamarine, but I feel that they should not be held responsible for this sort of occurence. You, Sir, are the CEO and I feel should be able to look into these matters.
From the manner in which the non loading of my luggage was accepted as a matter of common occurence by your Tullamarine
staff, I believe that nobody cared, although there was a time period of more than 12 hours at LA Airport on 21 August, to have the bags loaded on Flight 94

We flew as a family of four from Jakarta (one child is 3 y.o), QF 42 on Wednesday night 9 July, 11.00 pm local time. The plane was delayed for two hours due to injury of one of the staff, which was OK to us because their health and safety is important. Arrived at Sydney airport we had to do custom clearance and immigration check and by the time we have finished it was 11.00 am Sydney time. So we have missed the connecting flight that has left Sydney at 9.00 am. When we were waiting in the line at the international transfer, a Qantas officer approached us and pulled us off the line. She told us her colleague will look after us and just wait there. After 15 minutes no one came and we could not see the girl. So we asked another officer who then told us to go back in queue. At the counter, my husband handed the paper work etc. I did not know the officer re-booked us on 18.00 plane to Sydney (6-7 hours wait). I then went to a guy and asked for a ground manager as I did not want to bother the counter officer who was busy.

A guy took me to see her and I asked her is there any alternative for us as we have 3 years old. I told her it was Qantas that delayed the trip for two hours. Right on, she was so rude and blasted on me that Qantas has no responsibility whatsoever for stranded passengers and I should read the fine print on the tickets that as long as Qantas took us even at 12 o'clock at night, that's their responsibility. I said but it was not our fault, how about accommodation or meal voucher? She said no, it is not Qantas responsibility. Thank you for your rudeness, and I told her she is a f*** bitch. She screamed, yelled, went psycho, and ordered the security guard to take the WHOLE family of the plane. I walked to the security guards at the security point who were stunt and blank, did not know what to do. She made herself a joke, chasing me, screaming at me, pointed her finger at me, told me I need to sit at the corner think the way I had spoken to her. I thought, this was not good if my whole family have to suffer so I said to her what I have to do, and she said she is not negotiable and that was her decision. I walked to her, she did not want to talk to me, screaming at me. At that time an officer approached me and I said to him that I wanted to talk to her to negotiate and what I need to do to put my family back on board. He said to me that she could not do that. I said thank you to him. Back to the security guard I told them that she has no right to take people off the plane. They were relieved and said that no one has the right to do that. The security people are so supportive (they saw how she treated me in front of their eyes) and advised me what to do, go to customer service and asked them alternative and meal voucher, chilled out. They informed me that the guy is actually higher position than her. By the way, hush hush, what you actually said to her? I told them I called her f*** bitch, and they said, good on you.

This whole incident was regrettable and not necessary. Qantas is a good organisation, with committed staff who know how to respect and pay courtesy to people, and said the right thing when circumstances call. My complaint is related to the individual who has the position as the face of Qantas on the ground abusing of her power that she did not have and threatening the rest of the family not connected with the incident. I would have expected a simple answer like this:

Yes, I really apologize for the inconvenience, unfortunately, our plane is all fully booked, not only because of school holiday but also there is a world youth day. This is the best we could do for you, we can offer you is meal voucher, go to gate 13, customer service and tell them. It is all so simple and does not cost much to apologize on behalf of her employer who actually paid her wages unfortunately.

Her attitude is rude as a ground officer (manager?), no respect and courtesy. Too many of this incidents would have tarnished the reputation of Qantas. We were just stranded passengers, what would she like if we were terrorist?