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#1
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complaints - tips?
I am intending to make a complaint about my flight last night. What I
want to know is where can I find information to quote about rules and regulations regarding carriage. Are they specific to each country or carrier? Or are there international rules? The details are as follows - The plane was rerouted to another destination, adding three hours to travel time for the benefit of a sports team on board who wanted to go somewhere else. The airline called our home phone number even though their records would have shown that we flew out a week earlier. They have our email addresses, etc, as we are frequent fliers but did not use them. Fine, I can put up with this, but I believe it led to the following - My husband and I were seated around the middle of the 747 and were forced to put up with a large group of extremely drunk and rowdy passengers, and we were treated poorly by cabin crew who assumed we were travelling with them. Crew served at least three beers per person within about 20 minutes. More alcohol was served with dinner. I think they were serving more to make up for the three hour rerouting. Others were openly drinking their duty free. These people would have clearly endangered evacuation if there was an emergency. They were loud, shouting across the plane, swearing excessively, pushing seats up and down, and standing up to collect items out of overhead bins within seconds of landing (although thankfully crew did yell at them to sit down after this happened). I was planning to say something to cabin crew about them, but didn't, I wish I had now. Just before we landed at our first destination (to allow the football team to disembark), the passenger sitting two seats to the left of me lightly tapped the passenger on the head in front of him (I think he might have been asleep). It was a stupid, drunken act, but no harm was caused. The passengers immediately filed an assault claim. As were were sitting behind these passengers, my husband and I were called up during transit and accused of assault, surrounded by police. We were spoken to rudely by an airline official, who did not apologise when it was clear that we did nothing wrong. We were then treated rudely by cabin crew for the remainder of the flight to our destination. The 'assaulted' passenger got an upgrade to first class. The passenger who did the 'assaulting' was let back on the plane, and got his alcohol confiscated until the end of the flight. Yet he was clearly very drunk, as was most of the plane who should not have been allowed to reboard. I am horrified that the negligence of cabin crew, who were serving far too much alcohol to intoxicated passengers led to this incident. I am appalled that I was accused of a serious crime and my husband and I were humiliated in front of the entire group of passengers and treated rudely. I know that I will get no compensation or apology but I want to let the airline know that I am not at all happy about this. It put a real sour ending on my holiday. What relevant legislation can I quote regarding the above? Are there rules about intoxicated passengers being a hindrance to emergencies? Laws about serving of alcohol to intoxicated passengers? I live in Australia. |
#2
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complaints - tips?
MsFi wrote:
I am intending to make a complaint about my flight last night. What I want to know is where can I find information to quote about rules and regulations regarding carriage. Are they specific to each country or carrier? Or are there international rules? What carrier was this? Which flight? Which cities? Which sport team? |
#3
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complaints - tips?
Sounds like Qantas
Could your flight have been diverted to take on fuel prior to a long sector ? [Sydney was rationing fuel recently] Never mind rules and regulations - write to the CEO of the airline [Dixon, if its QF] in exactly the terms and format of your email. "MsFi" wrote in message om... I am intending to make a complaint about my flight last night. What I want to know is where can I find information to quote about rules and regulations regarding carriage. Are they specific to each country or carrier? Or are there international rules? The details are as follows - The plane was rerouted to another destination, adding three hours to travel time for the benefit of a sports team on board who wanted to go somewhere else. The airline called our home phone number even though their records would have shown that we flew out a week earlier. They have our email addresses, etc, as we are frequent fliers but did not use them. Fine, I can put up with this, but I believe it led to the following - My husband and I were seated around the middle of the 747 and were forced to put up with a large group of extremely drunk and rowdy passengers, and we were treated poorly by cabin crew who assumed we were travelling with them. Crew served at least three beers per person within about 20 minutes. More alcohol was served with dinner. I think they were serving more to make up for the three hour rerouting. Others were openly drinking their duty free. These people would have clearly endangered evacuation if there was an emergency. They were loud, shouting across the plane, swearing excessively, pushing seats up and down, and standing up to collect items out of overhead bins within seconds of landing (although thankfully crew did yell at them to sit down after this happened). I was planning to say something to cabin crew about them, but didn't, I wish I had now. Just before we landed at our first destination (to allow the football team to disembark), the passenger sitting two seats to the left of me lightly tapped the passenger on the head in front of him (I think he might have been asleep). It was a stupid, drunken act, but no harm was caused. The passengers immediately filed an assault claim. As were were sitting behind these passengers, my husband and I were called up during transit and accused of assault, surrounded by police. We were spoken to rudely by an airline official, who did not apologise when it was clear that we did nothing wrong. We were then treated rudely by cabin crew for the remainder of the flight to our destination. The 'assaulted' passenger got an upgrade to first class. The passenger who did the 'assaulting' was let back on the plane, and got his alcohol confiscated until the end of the flight. Yet he was clearly very drunk, as was most of the plane who should not have been allowed to reboard. I am horrified that the negligence of cabin crew, who were serving far too much alcohol to intoxicated passengers led to this incident. I am appalled that I was accused of a serious crime and my husband and I were humiliated in front of the entire group of passengers and treated rudely. I know that I will get no compensation or apology but I want to let the airline know that I am not at all happy about this. It put a real sour ending on my holiday. What relevant legislation can I quote regarding the above? Are there rules about intoxicated passengers being a hindrance to emergencies? Laws about serving of alcohol to intoxicated passengers? I live in Australia. |
#4
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complaints - tips?
"MsFi" wrote in message om... I am intending to make a complaint about my flight last night. What I want to know is where can I find information to quote about rules and regulations regarding carriage. Are they specific to each country or carrier? Or are there international rules? Personally I think that telling the press the details might have more effect. Just before we landed at our first destination (to allow the football team to disembark), the passenger sitting two seats to the left of me lightly tapped the passenger on the head in front of him (I think he might have been asleep). It was a stupid, drunken act, but no harm was caused. The passengers immediately filed an assault claim. An assault claim for a light tap on the head ? Was he American ? or just seriously annoyed ? |
#5
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complaints - tips?
MsFi wrote in message . .. What relevant legislation can I quote regarding the above? Are there rules about intoxicated passengers being a hindrance to emergencies? Laws about serving of alcohol to intoxicated passengers? I live in Australia. The applicable regulations depend on the registry of the airplane. If it was Qantas then Australian CARS apply throughout the world on Australian registered aircraft. CAR 256 (1) states that 'A person shall not, while in a state of intoxication, enter any aircraft'. Car 256AA states that 'a person in an aircraft must not behave in an offensive and disorderly manner'. Also section 24(1)(B) of the Civil Aviation Act provides that 'A person shall not, while in an aircraft ... do anything that threatens the safety of the aircraft of persons on board the aircraft'. If it was a US-registered airplane (say) then the US FARs would apply: Sec. 121.575 - Alcoholic beverages. (a) No person may drink any alcoholic beverage aboard an aircraft unless the certificate holder operating the aircraft has served that beverage to him. (b) No certificate holder may serve any alcoholic beverage to any person aboard any of its aircraft who -- (1) Appears to be intoxicated; If you feel strongly enough (and I object strenuously to drunks on an airliner), then in addition to complaining to the airline CEO as others suggest, I would also file a complaint with the CASA (Australia) or the FAA (US). The other 'problems' (rerouting, delays etc.) are not subject to regulations, so about all you can do is bitch to the airline. B. |
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