Paid for Flight, Got Bus: Qantas Customer's Shock

A Qantas passenger expressed outrage after paying $453 for a flight from Melbourne to Albury, only to find it replaced by a bus service. Elena Di Fiore was informed of the change upon arriving at Melbourne Airport, having already dropped off her rental car. She reported that Qantas staff initially denied accommodation availability, leaving her to book and pay for a hotel herself.

Qantas stated that flight QF2046 was cancelled due to an engineering issue. With no spare aircraft, a bus was arranged to complete the journey, which normally takes 45 minutes but the bus trip was over four hours. The airline sent a message to affected passengers, apologizing for the disruption and explaining the flight would operate as a bus service.

Ms. Di Fiore, an international PR consultant, emphasized the critical need for reliable regional connectivity for businesses. She noted that limited direct flights hinder her ability to conduct international business and attend events. Passengers traveling to Wagga Wagga also faced similar bus arrangements, requiring them to arrange their own onward transport.

This incident follows Qantas's decision to scrap direct flights from Albury and Wagga Wagga to Melbourne, citing declining demand. From March, all flights from these Riverina region airports to Melbourne will route via Sydney, with costs starting at $400. Federal MPs for the affected electorates criticized the decision, linking it to worsening economic conditions.

In response to the situation, Qantas apologized to Ms. Di Fiore for her frustrating experience. The airline is currently undertaking the largest fleet renewal in its history, which has contributed to its recent financial performance, including a reported first-half statutory net profit of $925 million.