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Talk about soaking your customers.
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A Kiwi couple successfully scored a refund from Qantas airline after they said they sat in urine during a flight from Bangkok to Sydney, Australia, according to the New Zealand Herald.
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The pair were on their way home to Wellington on Dec. 30 when the incident happened during the first leg of their flight. One of them placed a Qantas pillow and other belongings on the floor underneath the seat in front of him, later realizing the pillow was “wet and stained on one side,” the Herald reported.
A duty-free bag, headphone case and travel neck pillow also appeared to be wet, they told the Herald, but they assumed it was just water and asked an attendant for another Qantas pillow.
“We called an attendant who was confused and took the pillow away,” they told the Herald, noting they then stored the duty-free bag in the overhead compartment and kept using the neck pillow.
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But then things took a bizarre turn when, one of the travellers told the Herald, they found children’s underwear underneath the seat in front of them.
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“Now we know that we have been sitting in urine for a 10-hour trip,” they told the Herald.
“And the travel neck pillow, well, I had been using that for the last couple of hours under the assumption it was just a bit wet from water.”
When a supervisor was told of the urine-soaked items, the couple was offered 10,000 Qantas points, which they rejected as they did not want to fly with the airline again and had been sitting in “biohazard waste” for the duration of their flight.
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They said they requested a refund from Qantas, at one point asking for $3,827.95 for the Bangkok-Sydney leg of their flight. They said their demand was initially refused, with an airline official saying in an email, according to the Herald, that their tickets were “fully utilized.”
The Herald contacted the airline for a comment on Jan. 12. The airline replied three days later, saying they had apologized to the couple and offered compensation.
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