Qantas gives couple rare full refund over grim discovery after 10-hour flight
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Travelling can be an exhilarating experience, filled with the promise of adventure and the comfort of service in the skies.
However, a recent incident aboard a Qantas flight reminds us that even with the most reputable airlines, unexpected and unpleasant situations can arise.
The couple, who wished to remain anonymous, had boarded their Qantas flight and stowed their belongings under the seat in front of them.
Among these items were a bag containing $70 worth of duty-free purchases, a neck pillow, and a Qantas pillow.
However, when they retrieved their items, they noticed they were damp, and the pillow was stained.
Assuming the wetness was due to a spilled drink, they placed the items in the overhead locker and continued with their journey.
The man even dried off the neck pillow and used it during the flight.
It wasn't until the end of their 10-hour journey that they made a shocking discovery: a pair of children's underwear hidden under the seat in front of them.
Putting two and two together, they came to a realisation.
'Now we know that we have been sitting in urine for a 10-hour trip,' one of the travellers said.
'And the travel neck pillow, well, I had been using that for the last couple of hours, under the assumption it was just a bit wet from water.'
Upon discovering the grim reality, the couple immediately alerted a flight attendant, who removed the underwear and promised to speak to her supervisor.
The couple were initially offered 10,000 Qantas points as compensation, but they refused, stating they no longer wished to travel with the airline.
Instead, they demanded a full refund for their $3,827 flight.
Qantas declined the refund request, stating that the ticket had been fully used.
The couple insisted that the situation was 'simply unacceptable'.
It is understood that the airline relented and issued a full refund 'as a gesture of goodwill'.
A Qantas spokesperson stated that all international aircraft undergo procedural sanitation during trips.
'All our international aircraft are cleaned between each flight, including vacuuming seats and disinfecting surfaces,' the statement read.
'We are looking into what has occurred and have raised the issue with our cleaning supplier in Bangkok, which cleaned the aircraft prior to departure.'
The spokesperson also claimed that the cabin crew were only made aware of the situation moments before the plane began to descend.
What are your thoughts on this incident, members? Have you ever experienced a similar situation? Share your thoughts and stories in the comments below.
However, a recent incident aboard a Qantas flight reminds us that even with the most reputable airlines, unexpected and unpleasant situations can arise.
The couple, who wished to remain anonymous, had boarded their Qantas flight and stowed their belongings under the seat in front of them.
Among these items were a bag containing $70 worth of duty-free purchases, a neck pillow, and a Qantas pillow.
However, when they retrieved their items, they noticed they were damp, and the pillow was stained.
A couple made a grim discovery after their 10-hour flight with Qantas. Image source: Qantas.
Assuming the wetness was due to a spilled drink, they placed the items in the overhead locker and continued with their journey.
The man even dried off the neck pillow and used it during the flight.
It wasn't until the end of their 10-hour journey that they made a shocking discovery: a pair of children's underwear hidden under the seat in front of them.
Putting two and two together, they came to a realisation.
'Now we know that we have been sitting in urine for a 10-hour trip,' one of the travellers said.
'And the travel neck pillow, well, I had been using that for the last couple of hours, under the assumption it was just a bit wet from water.'
Upon discovering the grim reality, the couple immediately alerted a flight attendant, who removed the underwear and promised to speak to her supervisor.
The couple were initially offered 10,000 Qantas points as compensation, but they refused, stating they no longer wished to travel with the airline.
Instead, they demanded a full refund for their $3,827 flight.
Qantas declined the refund request, stating that the ticket had been fully used.
The couple insisted that the situation was 'simply unacceptable'.
It is understood that the airline relented and issued a full refund 'as a gesture of goodwill'.
A Qantas spokesperson stated that all international aircraft undergo procedural sanitation during trips.
'All our international aircraft are cleaned between each flight, including vacuuming seats and disinfecting surfaces,' the statement read.
'We are looking into what has occurred and have raised the issue with our cleaning supplier in Bangkok, which cleaned the aircraft prior to departure.'
The spokesperson also claimed that the cabin crew were only made aware of the situation moments before the plane began to descend.
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