Qantas has confirmed it will refund a Queensland family who were forced to spend nearly $20,000 on replacement flights after being denied boarding for a flight to India. The family was en route to attend the funeral of Ferdous Mohammad's mother.

Ms. Mohammad had booked Qantas flights for herself, her husband, and their three children to travel from Mackay to Hyderabad in early August. The original flights, costing approximately $9,000, were booked to ensure they could attend the funeral, scheduled for August 2, in accordance with cultural traditions. Ms. Mohammad's mother passed away hours before the family was set to depart.

Upon arriving at Mackay Airport on August 1, Ms. Mohammad stated that a Qantas staff member refused to check them in, citing an incomplete mandatory Ebola health declaration for her 10-year-old twins. According to Ms. Mohammad, the staff member would not allow her time to complete the online form. As a result, the family missed their scheduled 6 a.m. flight.

The declaration form is required to be completed up to 24 hours before arrival in India. Due to the circumstances, the family was unable to complete the form before check-in closed.

In a desperate attempt to reach India for the funeral, Ms. Mohammad booked new flights for that same afternoon. These last-minute tickets cost over $11,000. She later learned that her original booking had been automatically logged as a 'no-show,' making those tickets non-refundable. She reported that she had appealed to staff at Mackay Airport for assistance during the ordeal.

Qantas stated that due to regulatory requirements, passengers cannot be checked in without the completed health declaration. A spokesperson for the airline noted that staff attempted to assist the family within the limited time available before check-in closed but could not complete the declaration in time.

Ms. Mohammad has since launched a Change.org petition calling for airline staff to receive enhanced training for handling emergency travel situations. She expressed a desire to prevent other families from experiencing similar emotional and financial distress due to what she described as a lack of empathy and sensitivity from airline staff. She has reported receiving numerous similar accounts from other travelers.

Qantas confirmed that the refund would be processed through the family's travel agency.