Passengers on that hairy battery-powered Qantas flight from London to Bangkok have received a $600 voucher as compensation. Apparently, it can be used on Qantas flights (but not in conjunction with frequent flyer points).

Accompanying the generous offer was a letter which read:

On descent into Bangkok there was a loss of electrical power on the aircraft operating your flight. The electrical fault was caused by water entering the generator control unit. The back-up system on the aircraft was activated and the aircraft landed safely. As a result, an extended ground time was required for our engineers to investigate and carry out repairs.

Compare the general calmness of the letter with how the Air Stewards reacted when they discovered what exactly had gone on, and you get closer to the truth of the matter.

Speaking to one of the passengers who was in the middle of it all I have constructed a history of the events as they panned out. It is a story of long waits, changing information, missed meetings and diabetics running out of insulin:

As we were landing the pilot informed us that we were having technical problems which had to be checked. They then told us that we’d be departing at the expected time.

Two hours later they told us they had been running on an emergency battery which had to be recharged and it took 16 hours to recharge. They would transfer us to a hotel where we could have dinner and freshen up.

The trip to the hotel took almost an hour. We arrived and queued up while the Qantas Bangkok staff told us we had to share rooms. A few of us said there was no way we would do that, so they ended up relenting and got us individual rooms.

They also provided us with a 5 minute international call, after which time they cut the lines. But we weren’t even able to charge phone calls to our room. Even the mini-bars were locked which was a major problem for at least a couple of diabetics who needed to keep their insulin cold.

We spent the first night (Monday 7th) in the hotel and the day after they told us we’d be leaving that night, arriving in Sydney on the Wednesday.

After dinner, at about 8.00 pm on the 7th of January we found a communique:

Further to the information provided earlier, we are now awaiting engineering support to assess the situation further. Unfortunately this further delay will mean that we’ll miss Sydney Airport curfew and the earliest this flight could depart would be 6.30 pm., subject to the serviceability of the operating aircraft.

We have arranged with the hotel to extend your stay for the day and to offer lunch.

Signed: Wasan Apinantasap (Qantas Duty Airport Manager)

A couple of phone numbers were also provided which did not work.

At the hotel was a young lady that I believe was the only Qantas or British Airways staff we could talk to. She promised to get back to me that night to let me know if there was a possibility of transferring to another flight.

The next morning the hotel manager said he didn’t have any further information. We just had to wait until lunch at 12 midday. Later they said we’d get an update at 3pm.

However we then got a new communique:

I am sorry to advise that our engineers are continuing to work on the aircraft, which is unfortunately still unserviceable. We are experiencing continuing problems sourcing parts and the situation is more complex than anticipated.

We have arranged with the hotel to provide you with dinner and a further update will be provided at 7.00 pm.

At this stage we have a revised flight schedule as follows, subject to aircraft serviceability:

Depart Bangkok: 10.00 pm 8 January

Arrival Sydney: 10.45 am 9 January 2008

Signed: Nawaporn Sittirath (duty airport manager)

Only then was it clear that we’d arrive on the 9th. But then one of the travellers came out with the information that Qantas engineers were planning a strike on that very day. Word was out that we wouldn’t be leaving that night as we would be unable to land without engineers on the ground. And besides, this was the third time we were told it would be leaving. There were no guarantees.

It was clear to all of us that it was better to be grounded than fly in an unsafe plane, but everyone was unhappy with the lack of information and bad communication skills from Qantas and the stingy attitude from the hotel services.

At 6pm, someone who I hadn’t met approached me and said they were organising people to get into other airlines flights. I approached the staff, went to my room and packed my things but was told not to mention anything to anyone. I was quickly put on a bus with another two customers, arrived at the airport and in 20 minutes my Emirates flight to Sydney was departing.

I was lucky enough to leave before the others due to the fact that I was such a pain to the only Qantas staff person we access to.

A guy who was diabetic told me he was running out of insulin but I don’t know why he didn’t get on my flight.

And I don’t know what happened to the guy who was travelling to be the best man as his friend’s wedding in Auckland.

It makes you wonder how they got to the figure of $600 as reimbursement to the passengers.