Re: Unjust Treatment from Qantas Manager Elsie Low
Hello Boss,
I am writing this email to bring to your attention an incident that occurred on 29th October.
To cut the long story short, that day, there were passengers holding Qf e-tickets with confirmed booking on the Jetstar flight. However, their names did not appear in the Jetstar System and they were rejected by the Jetstar check-in agent at the trasnfer desk.
The matter was referred to the Qf sales desk. The conclusion that was reached (upon numerous calls to Qf sales desk and after conveying a message to Jetstar trasnfer desk on behalf of Qantas as WE are the handling agent for Qantas) was that Qantas system had showed that the passengers were confirmed on the Jetstar flight and therefore Jetstar is obligated to honour the passengers on flight.
However, Jetstar would not accept passengers until they see names in the Jetstar system.
Eventually the Qantas sales desk staff, Joy, said that she had spoken to Jetstar Chandrita and said that she would reinstate the passengers on the Jetstar flight. Unfortunately, even after more than an hour, the passengers were still not booked on the flight. The Jetstar trasnfer desk staff had tried calling the main counter officer but to no avail.
The passengers were irritated by then, and demanded to see a Qantas manager. Called again and the response from Joy (Qf staff) was that there was no manager at the counter at that moment. I had contacted the static Dm Aisha and she was on her way from T2 to see the passengers.
However, while waiting, the passenger's husband decided to intervene and decided to clear immigration to speak to Jetstar and Qantas as he had waited for too long and had not been given a solution.
About 10 minutes later, I was called up by both Jetstar and Qantas staff, and was asked about who had sent the passengers out to the main desk. My name had to be mentioned as I was the officer on duty that night and had told the passengers the way out to the main departure hall.
I was "counselled" by Qf rep Imran on what to do in the event of any reoccurrence of this matter, as the Qf manager was unhappy with the fact that I had apparently "pushed" the passengers away.
Yesterday during the Qf briefing, this incident was brought up once more by Qf manager Elsie. Her point was that SATS should not simply "wash" their hands, just because we do not handle Jetstar flights, like the way I did the day before.
I would like to emphasize that at the transfer desk, we alwas try our absolute best to help passengers if they encounter a problem. At no point do we push passengers away.
When this incident took place, I would like to clarify that I had tried my very best to contact the airline concerned and yet nothing was done until the passengers went out to the main counter to resolve the matter personally.
I feel that it is not just unfair, but unjust, for Elsie to pass such a statement in the briefing. I believe that it was uncalled for, especially since she had mentioned my name in front of all the departments.
I am aware that nothing more can be done to rectify what has already happened, but I am still sending this email as I do not think it is right for my actions to be dismissed, and for me to take the blame in the incident.
I would like to mention that I am extremely happy to be working in this company because of the good relationship between colleagues. I hope that you may have a word with Elsie about this matter, as I felt that I had been made to take most of the blame. To maintain our positive work environment, I hope that no such future occurrences may happen.
Thank you for your time.
Yours Sincerely,
Tan Ching Lee