The Straits Times
Published on Nov 09, 2012

90 mins to get hot drink on Qantas - after asking three times


LAST Saturday, I flew home on Qantas from Melbourne with my four-year-old child.

I had a single piece of luggage, which exceeded the 23kg individual weight limit, but was within the limit for two.

I had no problems about the luggage weight in earlier legs until the Saturday flight.

The Qantas ground staff insisted that I pay an overweight charge.

When I tried to explain, referring to the flexibility I was given on the earlier flights, he replied that he would charge me for those legs as well if I did not comply.

I had to scramble to find another bag to repack, and meet the 23kg limit.

Customer service on board the flight was poor too.

I asked three times for a cup of hot chocolate for my child at meal time.

It came 1 1/2 hours later, when hot chocolate was served to all.

As a premium airline, does Qantas not know how to care for the needs of the young?

Syndee Yap (Ms)