Passengers Claim They ‘Sat In Urine’ During 10-Hour Long Flight; Airline Issues Refund

Air travel, once an exciting affair, now seems to venture into the world of the bizarre with each passing day. Just when you believe you’ve heard and seen it all, an incident emerges that defies expectations, leaving you questioning its reality. The silver lining? You weren’t the unfortunate soul at the center of the story. In the latest perplexing episode, a couple was on a long flight from Bangkok to Sydney on December 30, only to discover themselves unwittingly enduring a 10-hour journey seated on what turned out to be urine-soaked airline seats.

The couple, who prefer to remain unidentified, endured the unpleasant journey on a Qantas flight unknowingly. The discomfort arose when, after settling into their seats, one of them placed the airline’s pillow and personal items on the floor beneath the seat in front. Upon retrieving the pillow later, it became evident that it was “wet and stained on one side,” as reported by the New Zealand Herald.

Suspecting water on the floor, the couple called a flight attendant. “We called an attendant who was confused and took the pillow away,” they told the New Zealand Herald. Their other belongings, including a neck pillow, also seemed wet. Despite their assumption of water spillage, the couple made an unsettling discovery towards the end of the journey.

While reaching under the seat, they found a pair of children’s underwear, leading them to the realisation that they had endured the 10-hour flight sitting in what they believed to be urine, not water as they initially thought.

“Now we know that we have been sitting in urine for a 10-hour trip,” one of them said. “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,” the traveller added.

Expressing their discontent, the couple informed a flight attendant who, in turn, consulted her supervisor.

The initial compensation offered was 10,000 Qantas points, an offer the couple deemed inadequate. They asserted, “It does not make up for the fact we were sitting in biohazard waste.” Opting for a more substantial resolution, they insisted on a full refund from Qantas, a request met with initial resistance from the airline.

In an email dated January 10, Qantas expressed regret at being unable to fulfill the refund request, citing the fully utilised ticket. “I understand that due to the inconvenience experienced, you want to request a refund of your flight. However, we regret that we’re unable to meet your request as the ticket was fully utilised,” the mail from Qantas Airlines reportedly read.

A subsequent exchange between the couple and the airline ensued, with the passengers emphasising the discomfort endured and the airline’s recent surge in both profits and complaints.

Finally, after a heated negotiation, Qantas eventually conceded to issuing a refund, starting on January 15, “We have apologised to the customer and will be providing a refund as a gesture of goodwill.”