NOT GOOD ENOUGH

IN breathtaking understatement, Virgin has apologised for “any breakdown” in communication with the frantic family of a boy, 9, who ended up being bedded down on the floor at Melbourne Airport after his flight to Sydney was diverted.

The family of the boy, John Meredith, say the only contact they have received from Virgin’s head office is a voicemail message that gave a rather cavalier response to their anger at being kept in the dark: “Not normal process by all means, so sorry about that.”

That is not good enough, and neither was the communication on the night when the child’s grandparents were at Sydney Airport wondering where he was until they received a call from an unlisted number advising the flight landed in Melbourne, and then another call saying he and two other unaccompanied minors would be fed McDonald’s and the airline was trying to find accommodation. That failed because it was Grand Prix weekend, but the airline did not let on, texting only that the boy was booked on a morning flight back to Sydney. When the grandmother wanted to know where he was, no one replied.

This is not a trivial matter.

A more detailed response is warranted. Virgin charges $55 extra to carry an unaccompanied minor on a domestic flight. If things go pear-shaped, does that only cover a burger, space on the floor and very limited communication?