
This time 6 weeks ago, my husband and I were excitedly counting down to our May trip to Australia and New Zealand. Our plane tickets were bought (Qantas), our hotels were booked (Travelocity).
Within 10 days, I went from giddy anticipation to a screeching halt: a
diagnosis of uterine cancer.
The cancer came out of nowhere, but the good news is we caught it early. I'm having a hysterectomy on April 12th, which is perrrrfect timing (sarcasm) -- I'm a writer for TurboTax.
My mom, ever the gem, responded with, "You have April 16th to December 1st to get sick and pull this shit
now?!" I heart her.
Instead of being mad at Qantas, I chose to be grateful. As I wrote in my post "
Hysterectomy at 34? Be grateful, I say" on
my baby (now cancer) blog, I'm grateful to...
"Qantas Airlines, who are refusing to grant a refund for our Australia trip in May. (I won't be cleared to fly by then.) They said the only way they "give a refund is in the case of death of the passenger, and even then (they) require a death certificate." I'm grateful because this means I get to polish up my letter-to-the-CEO writing skills. If you know me, you know the results I get from such letters. Cause, you know, instead of focusing on my health what I want to be doing right now is begging an airline to talk to me like a human being instead of reading from a script, and realize that sometimes life deals folks shitty cards. Trust me, Qantas, I'd much rather be jaunting around Australia and New Zealand in May instead of recovering from having my uterus ripped out. Poorly played Qantas, poorly played."
I put my blog post on Twitter, and within minutes my coworker, social media maven Christine Morrison (
@TTaxChristine) tweeted the
following:
@ refuses to give a refund to a 34 year old
woman who needs an emergency hysterectomy.
-sucks
I had no idea she'd done it until a few hours later when I got a message saying, "Hey, Qantas is trying to reach you."
Huh?
I checked my
@californiakara replies, and sure enough,
@QantasUSA wrote, "Can you DM us your email so we can follow up and see how we can help?"
No way.
Turns out there's a real live -- and compassionate -- human being at Qantas, who knows more than how to simply read a script. Over the next 12 days, I corresponded with Qantas' Director of Online Sales and Marketing, Dina Louie.
A couple of snippets from our conversation:
Me: I sincerely appreciate you reaching out to me. This is hard enough to deal with all these health questions, and I'm glad to know there's a human being at Qantas who's willing to go to bat to do the right thing.
Dina: I'm trying to make a difference at least one person at a time... :)
She updated me every step of the way, and her kindness and caring attitude came through in every email.
Cut to 16 days later: I have $2,529 back in my AmEx account, thanks to Christine, Dina, and one little tweet.
Social media FTW!