We left home at 6am this morning. Two adults two children aged 1 and 3. We boarded a flight to Cairns at 9:50. Due to bad weather, what should have been a 3 hr flight was 7 hours straight on a plane bouncing around from cairns, to townsville to Brisbane. With a 1 and 3 year old. We sat in townsville for 2 hrs on the tarmac. Anyway, that’s a risk you take. I accept your pilots are not to blame.

But what happens next is a complete failure on your ground staff’s part and if u have children you will know. When we arrive at Brisbane about 6pm after 7 hrs on the plane, we have to wait about an hour to be told accommodation and a bus has been arranged. We go out the front and the bus drives off empty.

We are told there’s a mix up and another bus will be along, but you cant say when. You say you will wait with us, suffer with us, but you disappear and appear an hour later.  The bus finally comes 2.5 hours after we get off the plane. This is 2.5 hrs of standing in a bus shelter with 2 small children, we cant move because you cant tell us when the bus will arrive. This is 2.5 hrs, when they should have been fed, bathed and asleep, but we cant do any off that because we don’t even know when the bus will come.

It arrives and takes us to the hotel. The Siebel, after you have told the bus driver where to go. The staff at the hotel say its the wrong hotel and we must now make our own way to the other siebel hotel. So your staff have sent about 20 of us to the wrong hotel!

So this is 2 adults, 2 children under 4, 5 bags at 9pm. The Siebel manager tells us we are on our own, so clearly your commitment to customer service is shared by your partners. I speak to a very junior guy and he steps up and orders us a special taxi.  Also we had to pay for our own taxi. I doubt it would have made any difference to you.

9:30 we arrive at the correct siebel, they have no record of any passengers being set up for the night, but given the flood of people, they use some initiative and just book everyone in. It will take an hour to do this, we have to feed our children so we have to go to a local restaurant – There’s another nearly $60 we have to spend. Finally we get back to the hotel. It is just after 10pm when we get into our room. We are still waiting for a cot and bed for our 1 and 3 year old’s as of 10:40pm right now.

You disgust me. I accept the weather, but you fail to accept your customer service responsibility. Bus transfer fail, book the hotel fail, fail fail fail. How can you be so incompetent and uncaring? This was our first family holiday ever, taking money we didn’t really have to spend, we entrusted this important event in our lives to you Qantas and look what you did to it.