AUSSIE FAMILY'S NIGHTMARE WITH QANTAS RUINS DREAM HOLIDAY
- Airline loses family's tickets
- Man fighting for a refund
- READ MORE: Passenger breaks his leg 30 minutes into a seven-hour flight
An outraged father has lashed out at Qantas accusing the airline of losing his pre-booked tickets and ultimately ruining his holiday with his wife and children.
Melbourne man Christopher Reynolds booked a $3,000 family trip to Japan in 2020, which was cancelled because of 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 thwarted by border closures.
Earlier this year, Mr Reynolds booked a family trip to the Gold Coast.
He claimed when they arrived to check in at Melbourne Airport, Qantas staff said they could not find the booking.
Mr Reynolds was told to call the customer service line, but the telephone operator told them the company's refund system was down.
By the time he got off the phone, the flight they were supposed to be on had departed and his kids were having a meltdown.
Mr Reynolds ended up paying for the next available flight because the family had already booked a hotel and activities on the Gold Coast.
After more than 20 hours on the phone fighting for Qantas to refund their money, the airline to refunded $1,000 and gave them $100 vouchers for the inconvenience.
Mr Reynolds said every person he spoke to said 'things weren't done right' and that they would sort it out within a week, which has been frustrating for the family who need that money to cover basic living expenses.
'I had a bit of pride in the national carrier and during COVID I thought we'd do our little bit to support them as well... but this experience has made me go, I don't want to fly with them again,' he told 7News.
It is understood that the airline now has plans to refund the full amount.
'We sincerely apologise for Mr Reynolds’ experience and recognise this is not the experience our customers expect,' a Qantas spokesman said.
'We have reached out to Mr Reynolds to apologise and to arrange for the remaining funds to be refunded.'
Daily Mail Australia contacted Qantas for further comment.
Read more 2024-04-29T01:16:55Z dg43tfdfdgfd