My crime was to follow the security rules and ask for a private room for a full body “pat down” required because my hip replacement sets off the security alarm. My valuables are left unattended on the conveyor best somewhere while I am marched off.

I can just see Chairman Leigh Clifford approving the sight of his wife, of a similar age to me, standing barefoot in a public space as the masses stream through security and having her barely clad body examined for all to see. That is why the rules say a private room should be offered but staff do not do this.

In Dubai airport there are on the spot curtained cubicles to preserve the dignity of female passengers where the young women on the staff are polite and respectful. We have bullies here at Qantas instead.

Not a word from Qantas after four weeks.

This is a serious complaint as I was cruelly treated by someone in your employment on Sunday 15 January.

I was in Sri Lanka from 17 December to visit my parents (travelling on a Singapore Airlines ticket) when my mother died unexpectedly on 2 January. I changed my travel plans as a result but could not get a seat due to the current chaotic situation at the Colombo airport (due to day time repairs). I had to be in Sydney for work on 18 January. As a result, my travel agent booked another ticket for me.

I was booked with Qantas to return to Sydney from Colombo via Singapore on 16th Jan (leaving Colombo at 7.25am). In the late afternoon of 15th January – just around 5pm in Sri Lankan time, I received a call from Qantas Australia (sounded like it – the number was not complete but looked like an Australian number) to my local Sri Lankan mobile phone. The female staff member (the name was probably Christi but wasn’t clear) said that due to some reason, I have been rerouted (involuntary) via Bangkok and I will receive the new ticket within the next few minutes. The person who called me obtained my email address and confirmed it too to send the new ticket. I informed them that my mother died less than 2 weeks ago (on 2 Jan) and I would like to get some privacy by getting a window seat. I was asked to check my email and print the new ticket. That was the last time I heard from Qantas Australia. While my travelport itinerary was changed to show travel via BKK (I have screenshots) I never ever received the re-issued ticket. As you no doubt might understand, I was under a lot of stress and grief. I had to plan about my widowed father’s welfare and also attend to last minute matters relating to my mother’s affairs. When I could not find a ticket on top of everything, I tried frantically to contact QF but even the Colombo QF office was closed and the emergency numbers (unclear message on phone) did not respond. That’s another story as the emergency numbers are not clear in the voice message – need a much improved service. I tried to contact Australian QF reservations but could not get through. Then I contacted the code share partner (UL) who informed that they will not let me on their flights without a valid ticket.

Then I saw that the BKK flight was cancelled in travelport itinerary. Eventually, someone called me back from Colombo QF but they could not help me and they could not see any booking for me out of Colombo. They couldn’t also contact QF Australia. I was told to go the airport and take my chances. I was distressed by this time and my father who lost his wife of over 50 years was also quite distressed thinking I was going to be stranded at the airport. I took a risk and went to Colombo airport 7 hours before the flight – stayed up all night as a result. There I was informed that my Colombo Singapore Sydney booking was still valid. Nobody knew about a CMB BKK Sydney booking – still shows that itinerary in my travelport booking. Nobody from Qantas bothered to contact me after destroying my emotions to no end. Because of that cruel act, I lost precious time which I was going to spend saying a final good bye to my mother’s memory and to thank various people who helped us over the last two weeks. I could not properly pack and had to leave things behind because I had to be at the airport as soon as I could. This is the worst travel experience in my entire life.

I have travelled quite a bit over the last few years but never ever experienced such cruelty from any airline or anyone else. I was told I would be getting window seats based on compassionate reasons but then I was denied the opportunity to say a peaceful good-bye to my mother’s memory. Those precious hours were spent in frantically trying to contact someone from Qantas to find what was happening to my booking. Therefore, I don’t think I will recommend anyone to travel with Qantas again. I still have to use the return portion from my ticket (as my SQ seats could not be confirmed, I had to buy a new ticket to return). I will use that return ticket but it may be the last time I travel with Qantas if I can help it.
In the meantime, I would like to know who changed my booking, who called me and abandoned me, and why they did it. I don’t wish what happened to me on even my worst enemy. Your staff knew I had lost a mother and that I was grieving. They killed me and my father emotionally all over again. As a customer who paid over AUD2000 for that ticket, I believe I should be informed what happened, why and what steps you would take about this matter.

Yours truly

Ruchira de Silva