Qantas chief executive Vanessa Hudson has confirmed the airline knew bed bugs were on flight QF5 before it departed Perth for Rome last Friday, and that removing seat covers while the plane was on the ground was not enough to eliminate them. Passengers on the 16-hour Boeing 787 Dreamliner service woke to find the insects crawling across their bodies, clothes and bags.
Qantas chief executive Vanessa Hudson has revealed the company was aware of bed bugs on flight QF5 before it left Perth for Rome, and conceded that the action it took in Perth failed to remove them.
Passengers on the 16-hour Boeing 787 Dreamliner flight woke to screams as bed bugs crawled across their bodies, clothes and bags. The Perth to Rome leg was the second stage of a service that began in Sydney, and travellers on the earlier Sydney to Perth flight had reported seeing bed bugs and alerted cabin crew.
Speaking in Perth on Friday at the launch of a new Jetstar and Qantas steward training facility in Welshpool, Hudson said the airline had responded to those reports. "The first leg we did respond. We actually removed the [seat] covers on that and unfortunately the actions that we took weren't effective in completely removing it," she said.
The return flight to Perth was cancelled so the aircraft could undergo a deep clean in Sydney. Hudson said the airline had changed the covers again, carried out a deep clean and deep sterilisation of the aircraft, and that the covers and carpets would be destroyed. She apologised to affected customers, describing the situation as "clearly a very unfortunate situation and distressing for those customers that were impacted".
Passenger Hailey Bagnall told 9 News that bugs were "crawling over our belongings, our clothing, our Qantas blankets, and they were even crawling along the window". She said they kept coming as passengers collected their bags, and were in her husband's shoes, crawling up their legs and jumpers.
The Rome service is the only one of Qantas' three non-stop Europe flights still operating direct, with the London and Paris flights rerouted through Singapore because of Middle East airspace closures. Hudson said the Paris to Perth direct flight would return "relatively quickly".
Analysis
Why This Matters
- Passengers on QF5 were exposed to biting insects for the duration of a 16-hour flight, and the pests may have spread into their clothing and luggage.
- The admission that the airline's first response failed raises questions about how thoroughly aircraft are inspected between flights.
- The incident puts customer care at the centre of attention for Qantas as it remains the only Australian airline flying non-stop to Europe.
Background
Bed bugs are notoriously difficult to eradicate once established in an aircraft cabin, as they hide in seat seams, cushions and carpet and can survive for long periods without feeding. Airlines and hotels typically respond with heat treatment, chemical sprays or the destruction of infested fabric. In this case, Qantas reported the bugs on the first leg of the journey, removed seat covers before the Rome departure, and only moved to a deep clean and sterilisation after passengers were bitten mid-flight.
Key Perspectives
Affected passengers: Travellers on QF5 described insects crawling over their bodies, clothing and bedding during the flight, and will be looking to Qantas for assurances that their belongings are not carrying the pests into their homes.
Qantas: The airline says it responded to reports on the Sydney to Perth leg by removing seat covers, then cancelled the return service and carried out a deep clean and sterilisation. It plans to destroy the covers and carpets, and the chief executive has apologised to those affected.
Critics and safety observers: The failure of the first treatment despite prior reports may draw scrutiny of Qantas' pest control procedures, including how the bugs were missed on the ground in Perth before the Rome departure.
What to Watch
- Whether Qantas changes its inspection and cleaning procedures for aircraft where pests are reported.
- The return of the affected aircraft to service after its deep cleaning, and whether any further incidents emerge on the route.
- Any compensation claims or regulatory complaints from passengers on the flight.