|Posted on June 25, 2012 at 11:25 PM|
My sister and I travelled back from the UK a little over a week ago with my two sons age 2 years and 8 months - macic and deressingly stressful (as im sure those of you who have done it can appreciate)!!
On arriving in Melbourne we claimed all of our luggage in order to check it straight back in for the final (domestic) part of our journey to Brisbane. We were helped by a really lovely member of the ground staff (who had seen my sister and I struggling to get two trollys full of luggage and a double pram across the airport to the domestic terminal). I do not recall this lady's name but wish I could so as to send her a thank you card as she was brilliant.
We were hurried through check in (onto an earlier flight - thank you again Qantas lady). We showed the woman that the handle on one of our cases had been smashed off and our pram now had a buckled wheel and a tear in the unholstery. She advised us at that point to put in a claim and could not have been more sorry - bless her.
Anyway, I made a claim to Qantas Baggae Services and within an hour my claim was being handled. As we are on the Gold Coast, to take the pram to their guy in Brisbane was going to be a mission so they told me to take my pram to the nearest baby shop which I did. Qantas then arranged a loan stroller and paid for it for me. They also arranged for the pram to be taken to their guy in Brisbane without cost to me.
The following day I was contacted by Qantas' repairer who advised me regarding the repairs. I then spoke with Qantas who agreed that they could replace my double stroller for a little more. All I had to do was buy it Qantas would refund me the money having provided them with the receipt.
I have just received confirmation that my pram has been dispatched.
My hat is off to you Qantas!! Although I appreciate your concerns that the damage should never have occurred, I cannot fault your after service care. You have ensured that I have not been inconveineced by not having a pram and you have acted really unbelievably quickly.
I will definatly be flying Qantas again!!