A couple were shocked to learn that an airline had rescheduled their 13-month-old daughter onto a different flight.
Stephanie and Andrew Braham spent 20 hours on hold, trying to get the whole thing sorted out after Qantas opted to put their baby onto a completely separate flight.
The pair claim they were put on hold across 55 different calls to Qantas' offshore support centres, to no avail.
After a day of waiting, the couple say they eventually reached an agreement with the airline to move the family onto the same flight, 12 days after the initial departure.
Advert
The family from Australia say they are now forced to stay another two weeks at their accommodation in Rome.
The mother said: "They said they hadn't done anything wrong because they did book her a ticket. Initially, they denied any liability.
"We spent 20 hours 47 minutes and 13 seconds on the phone to Qantas over a 24-hour period before and over 55 separate phone calls before they finally agreed to book us on new flights home."
"We're seething. I'm meant to be home," Andrew said.
Advert
"Hopefully, in 13 days, eventually we will. I don't think we will really feel assured until we get on that plane and the plane is in the air at this stage."
In a statement to Daily Mail Australia, Qantas said they 'sincerely apologise' to the family and that a 'backend administrative error' between the airline and partner KLM saw the child automatically moved to another flight.
"We are reaching out to the family to provide support and will provide reimbursement for their accommodation," a spokesperson added.
LADbible has contacted Qantas for comment.
Advert
Back in April, Qantas cabin crew spoke out against the conditions they have been subject to on flights.
Staff members of Australia's flagship carrier airline have revealed they were forced to construct 'blanket forts' at the back of the cabin and sleep among passengers on a long-haul flight between Brisbane and Los Angeles.
One employee told 9 News: "I was shocked, a lot of people were putting in reports questioning the safety. I feel like they hate us, I feel that they don't understand what the role of flight attendant is."
Qantas spokesperson Rachel Yangoyan said: "It's really important to note that what you've seen currently is actually not what the long term solution will be.
Advert
"What they will have in installed in around six weeks is a full curtain that wraps around that lie-flat rest area.
"But in the interim, whilst we've been operating without that curtain, we have changed the timing of those flights so that are operating during the day so that our crew don't need as much sleep time as they would typically need if we were to operate these flights during the evening."
Anish Vij