We are just back from our week in Queenstown that ended well but started out very badly.
A group of our friends (21 people all up) decided that this year we would make our Annual Event a week's skiing in Queenstown, New Zealand. Most of the group chose a budget airline option of flying into Christchurch and spending a day to drive over to Queenstown. My DH and I and two other couples had time issues and so we decided that we would take the Qantas option of flying directly from Brisbane to Queenstown and vice versa. We certainly paid a premium fare for the luxury but that was okay as we didn't want to waste any time on the road getting to our destination.

It all started well until we were about to land in Queenstown. We were very close to touch down when, at about the 200 - 300 metre mark the plane's engines suddenly started to roar and the plane was pulled up and we started to make a very steep climb. We continued to climb for quite some time until eventually the pilot announced that conditions were not good enough to land and so we would be heading over to Christchurch. We landed in Christchurch and were advised that we could not get off the plane. After spending perhaps an hour or so on the tarmac we were advised that they were going to go back to Queenstown for one more attempt at a landing. So off we go back to Queenstown. Once we were in Queenstown airspace the pilot advised that we were put into a holding pattern. Eventually we were told that we were not going to be able to land as they were running out of light and so we would have to fly onto Dunedin! So, we land at Dunedin, where again, we were told that we could not get off the plane. At this point we were told that there was no immigration to clear us even if we could get off!

Someone on board cracked a bit of a tanty and said they had medical issues and needed to get off. So it was eventually decided that yes if you did want to get off you could but you would not get your luggage - you would have to wait till the next day to receive it.

So 26 people disembarked at that point but I had no warm clothes on the plane as all my coats etc were in my checked luggage and we decided to stay on board. We'd been told by someone that if we got off at Dunedin we were pretty much on our own and Qantas could not help you in getting to Queenstown.

After yet another hour and a half to two hours we were eventually told that we would be flown to Auckland, where we would spend the night and then be flown to Queenstown the next day.

The thing about all of this is that at each stop, apart from fuel, there was no service to the plane - no food, no drinks, the toilets weren't serviced etc etc. So our flight left about 9am - we were up at 4am to be at the airport at 6am and fed breakfast about 10am. It is now around about 9pm and we've had nothing since, apart from a single sweet biscuit that was offered between the second failed Queenstown attempt and Dunedin. There were a lot of families on board with very young children and by the time we got to Dunedin the kids (as were we all) were pretty hungry etc.

I have to say the children on board were absolutely fantastic and a credit to their parents - I can't believe how they coped with the whole sorry business. The poor mums were down to one last nappy, no milk, etc - it was quite a worry for them.

We eventually took off for Auckland and arrived at our hotel around 11.45pm. The hotel had a beautiful hot buffet ready for us but quite frankly I could have eaten my left arm I was so hungry! So we were eating dinner at midnight, very tired and not happy Jan!!!

We were collected the next morning at 11am and taken to the International Airport where we had to check in our luggage. We then had to get back on the buses so they could take us to the Domestic terminal. We then boarded a bus on the domestic tarmac and were bused back to the Qantas plane waiting up at the International Tarmac.

To add insult to injury when we finally landed in Queenstown (to a whole plane load of passengers cheering etc) we then had to wait another 40 minutes on the tarmac to be able to pull up at the terminal as the flight was unscheduled and there was no room for us!!!

The main complication was that there was no accommodation in Christchurch as the Bledisloe Cup was on and the place was full. We feel that this is where Qantas made their big mistake and didn't think things through. They should have just flown us up to Auckland at that point and be done with it. They must have known the odds were against a successful landing at Queenstown and that Dunedin would struggle to look after us.

I ran into a fellow passenger in the queue on our way back home and he said that he got off at Dunedin to find plenty of immigration staff and a fully operational airport etc. Qantas implied that no-one was available and that because of the football we couldn't get bused over nor would there be any car hire etc.

So we were very disappointed in the whole sorry affair. My DH hates flying with a passion and only agreed to come because the flight was around the 3 hours - about all he can handle on a plane - he was beside himself with a sore back by the time we got to Auckland.

I have already gone on a bit so it is difficult to put the emotional side into it, the very poor lack of communication from anyone on board about what was happening and why we had to continue to sit on tarmacs for hours on end etc. All the passengers united though and we made the best of a bad situation, as best you can.

It was a really horrible experience - with poor decisions from Qantas. No-one is denying the fact that we had to abort the landing but I have to tell you I was absolutely petrified when I heard the engines rev up (when I knew they shouldn't be) when you think you're going to be landing. I'm not a good flyer and I was really a bit freaked by it. I know they get busy up the pointy end when they are landing but a word of reassurance and that they were in control, would have been good at that point

I would like some compensation from Qantas but I am not sure what to expect or demand - I'm hoping that someone may have an idea to help in this department.

Stormer!

Wow, what a mess. I'd have been livid. No food? No beverages? Qantas should be ashamed of themselves.

Last time an airline screwed me around I sent them a detailed complaint letter. I didn't demand anything...just writing the letter was therapeutic... They responded with an apology and two flight vouchers - I think they were for $300 each.

Good luck stormbird.

Agh, Stormbird - what a fiasco! I'd follow Melnq8's lead & send QF a 'howler'; one by email and another express mail.

Of course, we always want our carriers to err on the side of safety, but that run-around is just nonsense.

Did you manage to have a good week after the inauspicious beginning? I suppose you just about had to hogtie your husband to get him back on the flight home.

All part of the fun of travel.

Have you checked what your travel insurance covers?

Stormbird that sounds awful, I'm so sorry to hear about your experience. My partner had a similar experience coming back from the UK with Emirates. He wrote a letter of complaint and got an automatic upgrade to business on his next UK flight.

The safety issue around landing is of course really important. That Russian flight that crashed early this year when the Russian offical overroad the pilot's decision being a very sad case in point. But you would expect Qantas to handle food issues and alternative airports with greater consideration.

Stormbird, that certainly sounds like the flight from hell. A dreadful start to your holiday. Now if you had said that you had been on Jetstar or Tiger I wouldn't have been very surprised, but one's expectation of Qantas is a lot higher - what else are you paying the extra money for. I would certainly be writing to them.

It seems to me that flying into Queenstown seems to be fraught with difficulties. A good friend flew in to there last December and had her own version of the flight from hell but was on Air NZ. She was eventually told that because the runways at Queenstown are so small it is not unusual for flights to be turned back if conditions aren't very good. If this is true then that is all the more reason why the airlines should have appropriate back up plans in place.

I hope that despite the difficulties that you were able to enjoy the rest of the holidays.

Hi All,

I am just doing up my letter as we speak. Queenstown it seems, can be an 'iffy' airport but we don't have a problem with the aborted landing but we really think that once we were in Christchurch we should have been taken straight up to Auckland instead of wasting around 4 - 5 hours of heading back to Queenstown/Dunedin. So if they hadn't done that it wouldn't have been so bad. Anyway, I'll get my letter off - from what I've read I should state what compensation I would like - so we'll see how they handle it. Will let you know.

The rest of the week though was fantastic - had a great time on the slopes and the weather was perfect for skiing. I got to a level 3 - which is about 3 more levels than I thought I'd get to! LOL. All my training paid off with no problems with fitness etc. Queenstown is a fabulous spot for wining, dining and even a spot of dancing!

Hi Stormbird!

what a nightmare!!! Yes, I agree with the others about writing a lettter to Customer Service at Qantas, they will respond, probably with vouchers like Other Mel said, that's what most of the airlines do.

I've written enough of these complaint letters in my day (never for Qantas though, and I'm very surprised to hear how inept they were in this situation) and many clients wanted the cost of their tickets charged back to their credit card, which an airline is NEVER going to do.

I'd always hear "I will NEVER FLY WITH THEM AGAIN"...until a free voucher showed up that is!

Let us know how you make out.

Regards,

Melodie
Certified Aussie Specialist

Glad that you enjoyed Queenstown once you got there, Stormbird.

Ya gotta love these airlines, though. We have just returned from a trip to Europe, with the flights to and from being stuffed up by the seeming inability of Austrian Airlines to run a flight on time.
Rob.

Hi Rob,
Great to hear from you - yes we really loved our stay in Queenstown. A beautiful place really, just lovely. It was pretty much a ski trip so not much sight seeing though we did drive to Arrowtown and out to Glenorchy. Also did a little boat trip on the lake. We had some fantastic meals and we all really loved the unique atmosphere of Queenstown itself. We had quite a few big afternoons of what we like to call 5 o'clock nibblies - through till about 8.15pm when it was time to walk to our restaurant for dinner. Lots and lots of wine was consumed and our group of 21 really had a fabulous time. I'd go back there in a heartbeat.

Sorry to hear your airlines weren't up to par but hope you had a great trip to Europe - is there a trip report on the European board Rob?

Oh I also picked up a little tip over in NZ too by the way, apparently Rob, what happens in the sheep pen, stays in the sheep pen! (But you already knew that didn't you?)

When it comes to sheep, Stormbird, the only pen that I use is the one to blot my copybook!

Haven't got around to thinking about a trip report yet. For some reason, we have had a lot more difficulty than usual in adjusting back to normal sleep patterns this time. Maybe it's an age thing?

Hi, stormbird, and all. Qantas obviously needs a few lessons in communication. On the first Monday in July we were booked to fly at 0600 from Wellington to Sydney en route to Alice Springs. Departure time came and went with no hint of boarding. After 2 hours people were becoming agitated, me included as I am not a fan of flying. I eventually collared a Qantas staff member who said there had been a problem with the acceleration and they were still testing the system! Great confidence booster - not. About 0900 we were moved into another area, and finally someone came to speak to us, and offer food and drinks - non-alcoholic. Once we all knew what was happening most of us were relaxed. We finally got away at 1030. Of course, by now we had missed our connecting flight to Alice but Qantas covered us for lunch, dinner, bed and breakfast. (A lesson for young players - it pays to book all ongoing flights with the same airline because there is a better chance of being well-looked after by the airline if flights are delayed etc.)
I have written to Qantas about their lack of early communication - at this stage I have heard nothing back from them.
Good luck with your letter, stormbird. What you experienced is totally unacceptable, and inexcusable. Good clear communication is important, especially in times of delays and cancellations of travel plans where many people are affected. Companies / businesses need to realise people talk more about their bad experiences than their good times, and that this could have a snowball effect on their business.

Agree with all negative comments about Qantas. Had a nightmare instance of trying to leave australia on a one way ticket, where they could not have been less helpful. The check in lady looked like she'd throw up when i showed her my onward ticket (which they required as i was exiting australia one-way) was on ethiopian airlines.