I was flying with Qantas from Germany with my 85 year old mother-in-law so that she could spend 3 months with us over the Christmas period in Sydney Australia. Her family had done everything that they could to make certain that Qantas had strict instructions that she was to receive 'meet and assist' help throughout her journey and they were guaranteed that she would. On her boarding passes it states very clearly : 'MEET ASSIST REQUIRED' so I have to assume that these instructions got through. However, from Frankfurt to London to Singapore to Sydney (almost 30 hours in total) she did not receive any 'meet and assistance' at all! Not once! In fact, we had so much luggage with us that I had to go searching for someone from Qantas to help us in London. This meant leaving her alone in a busy airport for almost one hour while I waited in a queue! My mother-in-law speaks some english but certainly not enough to understand the many different accents over a loud speaker, of which even I have difficulty understanding. Given this, I am left to wonder what on earth would have happened to her had I not been with her! To top this off the food was worse than appalling and she was harassed, searched and made to wait at customs because a dog had smelt fruit in her hand-luggage, which we eventually discovered was due to the SMELL of a banana that all the passengers were given shortly before landing (what airline gives out a fruit that is bound to smell just before landing, especially without warning people to wash their hands afterward?!).
My mother-in-law can not afford to pay for someone else to fly back to Germany with her on her return home in 3 months time. Yet, we are wondering if we can afford to send her back with Qantas?! How is any 85 year old woman with limited english meant to find their way through busy international airports and connecting flights without some help? And how are we meant to trust Qantas's promises and guarantees with 'meet and assist'?
She will never ever book an airline ticket with Qantas again and nor will I. I also want to warn anyone else requiring assistance not to rely on Qantas. Shame on you Qantas!!
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