Tuesday, December 13, 2011

How Qantas Saved Christmas

I have a strange life. I live in one of those perpetual tornadoes of weirdness where cats need hip replacements and ass muscles fall off and occasionally you need to be rescued on a Greek island by wheelchair rugby players or tell a masseuse in Turkey that, no, you don't want that kind of massage. This is not something I complain about, since I also have the kind of life where crappy things tend to work themselves out, usually as a result of there being good people in the world.

Case in point: this morning, I wrote a blog post about how I wasn't able to go to Australia to visit some friends because I failed to recognize that the fine print on my itinerary actually said that my credit card had been declined. (You can read the original post here). Just when I thought my Christmas Down Under was doomed to become a Christmas Sulking On the Couch and Overindulging in Homemade Boozy Chai Lattes, a Christmas miracle happened. Or a Twitter miracle.

I sent my original blog post to the Qantas customer service people via Twitter and they actually responded! Those of you who have heard the story of The Time I Went to France and Air Canada's Baggage Wankers Ripped a Hole in My Luggage and Despite Years of Trying I Never Got Compensated Because I Didn't Save the Receipt For A Four-Year-Old Bag (it's not a very exciting story, truth be told), will understand why I didn't expect an airline to really bother. After all, it was partially my faut; I should have read the fine print.

But Qantas responded, and within a few hours I had my trip rebooked at the same price I intended to pay for the original ticket, plus a complimentary pass to the Qantas lounge on my way back for my trouble. I'll be heading to Australia on the 15th and will arrive on the 17th. When I got off the phone with the Qantas people and discovered that I would indeed be able to go to Australia, it was like that moment in The Grinch Who Stole Christmas where the Grinch has a change of heart and throws all the presents down to the town below. (And what happened next? Well in Vancouver they say/ That the Arley's faith in customer service/ grew 4 sizes that day. Also: her butt grew several sizes in anticipation of all the Tim Tam's she's about to eat).

So thank you to Qantas customer service, and thank you to everyone who tweeted/ Facebooked their outrage on my behalf. While it will be strange to not spend Christmas with my family, I'm excited to be able to spend time with some truly awesome friends and explore Australia. Hopefully I will have some adventures worth blogging about! Thanks Qantas!


  1. Hi there,

    My name is Matt Hood and like you I am in my 20's and needed a hip replacement!

    Like you I could find no real information for young people who were in our position. I too have started a Blog but mine is for Hip Resurfacing. If you fancy checking it out, please do on http://bhrat28.wordpress.com

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