A young couple was horrified when Qantas rescheduled their 13-month-old daughter onto a different flight – and then spent 20 hours on hold trying to change it.
Stephan and Andrew Braham had been travelling through Europe with their baby girl before their trip home to Australia was rescheduled by the airline.
But after learning their trip had been cancelled, the couple were shocked to find out Qantas had rescheduled their baby onto a completely separate flight from the one they were booked on.
To make matters worse, the pair spent nearly 21 hours on hold across 55 different calls to Qantas’ disastrous offshore support centre to sort the issue out.
They claimed Qantas refused to accept liability for the mistake.
‘They said they hadn’t done anything wrong because they did book her a ticket. Initially, they denied any liability. That’s Qantas,’ the mother told Today.
‘We spent 20 hours 47 minutes and 13 seconds on the phone to Qantas over a 24-hour period before and over 55 separate phone calls before they finally agreed to book us on new flights home.’
Qantas moved the Brahams 13-month-old baby girl onto a separate flight after they were left stranded in Rome

The couple spent more than 20 hours on hold across 55 calls to Qantas’ disastrous offshore support centres trying to fix the issue
The family are now forced to splash huge money on another two weeks of accommodation in Rome, and despite admitting there are ‘worse places to be stuck’, they are still desperate to return to Australia.
After nearly a full day of waiting on hold, Qantas finally agreed to move the trio onto a flight together – 12 days later than they were supposed to depart.
‘We’re seething. I’m meant to be home,’ Andrew said.
‘Hopefully, in 13 days, eventually we will. I don’t think we will really feel assured until we get on that plane and the plane is in the air at this stage.’
They’re not the only ones complaining about the airline, that’s come under fire under the leadership of CEO Alan Joyce.
Another mother took to social media after Qantas booked her and her young child onto separate flights.
The woman posted to Reddit she was now on hold with the airline’s infamous offshore call centre, where people have reported wait times of up to seven hours, to fix the obvious issue.
‘Qantas just booked my three year old onto a different flight to me (his Mum). Is there any end to their incompetency?’ she said.
‘Currently on hold trying to fix this farce.’
Meanwhile, authorities have launched an investigation after Qantas pilots were forced to declare a mid-air emergency after almost running out of fuel due to runway delays at a Western Australian airport.
Qantas Flight 933 from Brisbane to Perth was several hundred kilometres away from its destination on Monday when pilots declared a ‘mayday’ call to air traffic control while in queue to land.
The Boeing 737 entered Perth’s airspace with an additional 20 minutes’ worth of fuel, but was instructed to maintain a holding pattern due to an influx of inbound planes, The Age reports.
With the wait time standing at 16 minutes, air traffic controllers told the pilots they would need to declare a mayday to be given priority to touch down.
The aircraft eventually landed safety under a ‘fuel mayday on descent’ – an emergency situation rarely encountered by pilots.
Under legal requirements, planes must land with certain fuel reserves intact, which may have been breached if the pilots had not issued the mayday.
The Australian Transport Safety Bureau are now investigating the ‘low fuel event’, which took place 335km east of the city, above Wave Rock.
‘During descent, the crew declared an emergency due to the amount of fuel on board and proceeded to land at Perth. The aircraft landed with reserves intact,’ it said.
‘A final report will be released at the conclusion of the investigation.
Angry Qantas passengers have coined the term ‘Joyced’ on social media as the embattled CEO continues to come under fire from passengers experiencing significant delays, cancelled flights and lost luggage.

Qantas customers have coined the term ‘Joyced’ after seeing flights delayed and cancelled and their luggage lost. Pictured is Qantas CEO Alan Joyce
The phrase has even been promoted by the Transport Workers Union and the CFMEU as the once great airline reels from the impact of sacking thousands of staff, changing conditions and moving call centres offshore.
‘Just got #Joyced at Perth Airport, one-hour after the flight landed and still waiting for my bag, got to love how well the priority tag and platinum e tags work so well,’ an angry man tweeted.
‘Qantas flight from Albury to Melbourne delayed this morning with no explanation …I have been #Joyced,’ a woman posted.
‘So the 6:15am cancelled saw me put on the 7am flight. 7:57am and still at gate in Melbourne #joyced,’ another added.
CFMEU National Secretary Dave Noonan tweeted: ‘New Aussie slang for late flights & lost bags. ‘Joyced’
‘I’ll be late to the meeting my flight was Joyced.
‘I’ll need to buy some clothes- my bags got Joyced.
Qantas claim its services are returning to levels of efficiency pre-pandemic, however customer outrage remains.
Qantas has been approached for comment.
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