During a recent flight, a couple faced an unsettling experience when they discovered that their belongings, including a Qantas pillow, were wet. Initially attributing it to water, they soon found a child’s underwear beneath their seat, leading them to the shocking realization that the liquid was, in fact, urine.
Upon bringing the issue to the airline’s attention, the supervisor offered the couple 10,000 Qantas points as compensation. However, the travelers insisted on a full refund, expressing their reluctance to fly with Qantas again. They emphasized that the points offered wouldn’t compensate for the distress of sitting in what they believed to be biohazard waste.
After heated exchanges via email, the airline eventually agreed to refund the couple’s ticket fare and issued an apology. Despite the resolution, the airline did not provide any statement regarding the nature of the liquid on the flight floor.
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“We have apologized to the customer and will be providing a refund as a gesture of goodwill,” stated a Qantas spokesperson to NZ Herald. While the couple expressed disappointment at the delayed resolution, they conveyed their satisfaction with the full refund finally granted.”
