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Qantas 'rejects' cancer-stricken passenger's refund request
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A Brisbane man suffering from cancer has hit out at Qantas for failing
to refund his flight after his case allegedly did not qualify based on
"compassionate reasons".
Neil Ross, 62, from Brisbane, had originally booked a flight to
Tasmania for the memorial of his flying instructor pre-Covid through
Flight Centre in Browns Plains, Queensland.
However, following the pandemic, the former pilot turned bus driver
was issued credit to the value of $1100.
Last year, he decided to book a holiday to Cairns with his wife for a
couple of weeks, but to his shock, two weeks later, he was diagnosed
with cancer.
He was initially told he had Bells Palsy but further tests revealed he
had face cancer which later resulted in a 13-hour operation to remove
the tumour, causing significant disfigurement to the right side of his
face.
"It hit me like a rock," Mr Ross told news.com.au.
"I wasn't in the life of me, expecting that news."
Mr Ross underwent radiation for six weeks, five days a week, saying it
"knocked him to no end".
"I was very thankful that my wife had helped me and still is helping
me to get through this."
Mr Ross is yet to be given the all-clear and is still undergoing
treatments, attending ENT appointments due to complications around his
ear canal, as well as rehab following the loss of muscle mass.
He will also undergo plastic surgery to reconstruct the right side of
his face.
"I had notified Flight Centre that I needed to cancel my flight due to
finding out that I had cancer and that l needed treatment urgently,"
Mr Ross said,
"As I said to the girl at Flight Centre - 'look at my face, do you
think I want to get a refund for the hell of it? I rather be healthy
and go on holiday."
Mr Ross said the airline issued him a credit note until April 22 of
this year, but given his current circumstances, he was unable to fly
before that period and applied for a full-refund.
Mr Ross claims that despite sending two medical certificates — with
the second from Princess Alexandra Hospital being a more detailed
version of his condition — it "did not meet requirements on
compassion".
"The medical certificate stated that due to medical reasons I can't
fly; this was then rejected by Qantas," Mr Ross said.
"I was then asked that I needed to support my medical condition in
more detail."
Mr Ross, who stepped down from his job following his diagnosis, said
he went to his local hospital asking for a more detailed certificate.
"I submitted that (through Flight Centre) and they (Qantas) came back
and said 'no' as it doesn't comply with their guidelines.
"I thought 'what the hell, what more can I do?' This has done nothing
but cause me a great deal of stress that I don't need."
An email viewed by news.com.au that was sent to Mr Ross from a Flight
Centre representative stated: "As we discussed on the phone
unfortunately Qantas has rejected our latest refund yesterday 23 April
2024, request submitted 9 April 2024 based on the grounds of medical
compassion. They have advised that 'the attached medical certificate
does not fit into the GF guidelines for a refund due to compassionate
reasons'.
"This is on the back of our first request submitted 20 March 2024
which was rejected on 4 April 2024 in which they advised the medical
certificates did not provide them enough detail to consider
compassionate grounds."
Mr Ross told news.com.au his push for a refund is less about the money
but more about "standing up for the smaller people - those who don't
have that fight in them".
"This is gone way past a refund," he said.
"Qantas is causing me nothing but grief and stress, which I am feeling
that I am nothing to them other than a pain."
Following inquiries from news.com.au, Qantas has since approached Mr
Ross and issued him a refund.
"We apologise to Mr Ross for this experience and have let him know
we're processing a refund for him."
News.com.au understands an error was made in processing the
supplementary material, by not connecting it to the earlier
application.
Adam Glezer of Consumer Champion, who has been advocating on Mr Ross'
behalf, described the situation as "extremely unsympathetic".
"It made me very angry how Qantas could treat any individual like this
let alone one going through the fight of his life," he told
news.com.au.
He agreed that while the first medical certificate stated that Mr Ross
was unfit to fly for 12 months and didn't include further information,
based on the second certificate, he should have received an immediate
refund.
"It should never have been dismissed," Mr Glezer said.
"Qantas needs to do a lot better and have genuine empathy towards
customers' situations.
"When it goes this far, apologies don't mean much because it appears
they are only apologising because they have been caught out."
News.com.au understands the airline has apologised for the distress
this may have caused Mr Ross and are investigating how the error
occurred to ensure it doesn't happen again.
Read related topics:BrisbaneQantas
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