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Luggage experiences
Passenger: my open "Thank you!" letter to Qantas for loosing my luggage
Submitted by: Trix (Posted: May 20, 2009)
This is a copy of an email sent this morning to qantas, I doubt it was ever read: Just writing to say thanks for loosing my baggage,A
HUGE BRIGHT BLUE ONE.Looking forward today to having an eye test(if i can get in)so i can order my new glasses and contacts that
will arrive in 3 weeks so i can see again.Also cant wait to line up at the chemist to get my medication that was in my HUGE BRIGHT
BLUE BAG that was supposed to be on my flight from BRISBAINE TO HERVEY BAY (50min). But the highlight will be ringing my
employer to ask for all new uniforms and to ask if any of that work documentation that was in my HUGE BRIGHT BLUE BAG was
classified.Oh and my family also says thanks too, they cant wait to spend hours loading all those unimportant photos and songs back
on to my new ipod and camera( if my credit card will let me buy them after i have replaced all my clothing and toiletries) and
everything else that one needs to exist. A BIG thanks to the claims dept who have either failed to pick up the phone or let it ring out.
Thanks guys.That just means that buy the time you send out a claim form and offer me pittance for my property that was in my HUGE
BRIGHT BLUE BAG i will be back at work in the simpson desert(6 weeks on 2 weeks off) and it will be left to my wife to follow up with
staff who dont realy care.All up top job Qantas cant wait to fly Greyhound buses or Queensland rail again. Regards Darren Moore.
Increased Baggage fees at Qantas : $10 to $50 per Kilo
From: Courier Mail (more at: www.couriermail.com) Posted May 1, 2009
QANTAS has increased excess baggage charges for domestic passengers from April. Travellers is
now charged $10 for each kilogram over 23kg. Under the old system, there was no charge up to 32kg.
The premium class baggage allowance has been reduced by 2kg to 30kg, the Herald Sun reports.
Qantas customer services manager Lesley Grant said the changes "aligns" domestic and international
rates. On a Melbourne-London flight, the excess charge is now $50 per kilo while the excess fee on
some Asian services is $35 a kilo. Passengers travelling in economy or premium economy to the US remain under the piece system,
with allowance of two pieces. A flat rate of $50 a piece is charged for any case exceeding 23kg. Maximum baggage weight is 32kg
.Another snap-strick leaves Qantas passengers without luggage
From: ABC news (more at: www.abc.net.au) Posted April, 8, 2009
Qantas passengers have to wait another night before their luggage is returned to them, after a
snap strike by workers yesterday. Hundreds of flights were affected yesterday as baggage handlers
and other Qantas employees walked off the job for four hours at Sydney, Melbourne, Brisbane,
Adelaide and Perth airports. Qantas says thousands of customers were affected and they can not
say how many bags have yet to be returned.
Passenger: Qantas stole our luggage, medication - we had nothing to wear to wedding
Submitted by: Cam (posted March 7, 2009)
The last flight from Melbourne to Auckland Friday night. Delayed half an hour. Nothing worked in our seats (audio/seat movement).
Late landing. They hadn't bothered to load our bags onto the plane because they were expecting turbulence and so loaded extra fuel
- which we watched them dump from the wings continuously for about about 5mins on the descent into Auckland! We were sent off
from Auckland airport with nothing, that's right, NOTHING! but the clothes on our backs. Several hours and phone calls later we were
told that our bags would not be arriving until the next Qantas flight landed at 6pm the following day - and we wouldn't get our luggage
until probably 9 or 10pm. They would not put our luggage on one of the 4 earlier flights with other airlines. I can not fathom how in all
good conscience they could put people on a plane to another country, knowing even whilst the plane is still sitting in Melbourne that
these people are not going to see their luggage until 9pm the following day! We would have got off the plane and caught a flight the
next morning with another airline. We would have been all ready to go by lunch time Saturday rather than 10pm We were only in
Auckland for a wedding. A wedding for which we had nothing to wear. We had medication packed that was not able to be replaced
and so the course was interrupted. All-in-all an inexcusable, but by all reports common, occurrence.
TWU: Airport security at risk as Qantas outsource 100 baggage check staff
From: ABC News (More at: www.abc.net.au) Posted March 29, 2009
Qantas claims that airport security will not be compromised under a move to outsource 100 jobs. The
baggage handling and check-in positions are at Sydney International, Launceston and Hobart airports.
The new workers will be given a temporary access pass rather than undergo a full ASIO security
clearance (like normal). TWU national secretary Tony Sheldon says it shows that Qantas was not
meeting its security responsibilities. "They have specific responsibility for security, they have specific
responsibility for surveillance and they've failed," he said. Mr Sheldon says security is especially a worry where baggage handlers are
concerned. "You could well imagine when you've got 25 per cent of employees plus that are now checking your bags, that could put
anything into your bags are non ASIO checked," he said.
Olympic Medalist: Qantas, our sponsor (!) broke our $5,000 bikes and refuse to pay
Submitted by: Curo, Posted Jan. 24, 2009
I recently attended the National road cycling championships and upon my return I discovered Qantas had destroyed a $5000 bike
and two wheels valued at $1200. Obviously some moron in bagage decide my bike would fit better in the plane if it were folded in half.
Qantas boast about their proud partnership with the Australian Olympic comittee yet as a dual Olympian and olympic silver medalist
the only response I could get was " We don't take any responsibility for sporting equipment, you should have read the fine print". I
rang Qantas before the flight to ask if I could pay for extra coverage but I was told to ring QBE. As its was the weekend there was no
chance of that. I attend the World Ironman Championship in Hawaii in a few months but It will be a long 180km ride on a broken bike.
Thanks heaps Qantas, doing Australians proud.
Passenger: Qantas charges $33 per day to store luggage they won't tell me where is.
Submitted by: Franca, Posted Jan. 9, 2009
The package from Brazil arrived 29 Dec 2008 in Melbourne. First advice by email that a package arrived received 3pm Sunday 4 Jan
2009. Advice that storage accrues at a rate of $33 per day, already in arrears because of late advice and no information where
package to be collected from. If they are going to charge a fee that is fine but at least give people the opportunity to mitigate the
charges. The problem with Qantas is that they feel their company would operate really well if it didn't have customers!!!!
Qantas Christmas: 750 Pieces of luggage lost -passenger stranded in Fiji & Japan
From: The Age (more at: www.theage.com.au) Posted Jan. 4, 2009
Almost 200 Qantas passengers were stranded in Tokyo last night after a flight to Sydney experienced engine trouble shortly after
take-off. The captain in charge of QF22 elected to return to Narita International Airport, Tokyo, shortly after take-off due to an
"engine fault", a Qantas spokesman said. The flight's 179 passengers were booked into local hotels overnight. The disruption comes
two days after a midair emergency involving a sick passenger forced a Qantas A380 to touch down in Fiji for the first time. But an
expected short delay turned into an an overnight stay for passengers after an onboard computer problem could not be fixed. A week
ago, Qantas passengers were left without their bags after technical problems crippled the airline's baggage handling system. Up to
750 pieces of luggage - including suitcases containing Christmas gifts - were lost between Los Angeles, London and Sydney.
Qantas refuses handicapped gold medalist to take prosthetic legs on plane
From: Canberra Times (more at: www.canberratimes.com.au) Posted: Nov. 14, 2008
Paralympian Christine Wolf's return from the games was soured when staff on her flight from Sydney refused to allow the gold
medallist to take her prosthetic legs as carry-on luggage. Wolf whose left leg is amputated above the knee was already on the plane
from Sydney to Canberra when the Qantas attendant refused to allow her to bring the valuable prosthetics into the cabin. Australian
coach Iryna Dvoskina, who travelled back to Canberra with Ms Wolf yesterday, said she would make a formal complaint. ''[The
prosthetics] are just so sensitive, we never check it into luggage, we take it on the plane all the time and now, on our last flight after
two months away and we are just very happy to be home, it was just so unhelpful and unfriendly,'' Ms Dvoskina said. ''I can't believe
that it would happen”.
Luggage left behind in Los Angeles- Qantas don't care
From: K.G. (more at: freerangelibrarian.com) Posted Nov. 11, 2008
Reasons given [for my luggage left behind without notice]? 1. Too much weight on the plane. 2. Priority goes
to passengers on the flight and their luggage; 3. It’s actually Delta’s fault because they mishandled the bag
Sunday night at LAX. It was clear from the conversation that I was supposed to not even notice that the
Qantas rep said “Wednesday” and not “Tuesday.” “Whoa,” said I, in a sudden fluster. “That’s right,” the
clerk said smoothly, “Wednesday…”So let me get this right. If I showed up with two heavy suitcases for
last night’s LAX-SYD flight (was that actually the only flight after 108 Sunday night?), would they make me
leave one behind? I’m guessing the answer would be no–they’d take my money for extra baggage and check
it. But they didn’t have room for one 34-pound suitcase? Who was on this flight — Sumo wrestlers? Note also
the act of omission. Even if it were all about weight on the plane, whatever happened to contacting the
customer to let her know — the customer who carefully provided email, address, and hotel phone? “The national Pet Rock Society
just checked in their bags, and we’re above weight, and we’re so sorry, and we’ll make it up to you somehow…” Because they clearly
knew yesterday that the bag didn’t make it, and they must also know hotel desks are staffed 24 hours.I can be smarmed very easily.
Even if they technically owe me more compensation, at that point I’m all about being notified and coddled — I am a very cheap date at
that point. Not so when I have to call them to be told what they already know. Admit it: the back offices at LAX are filled with Qantas
personnel trying on my clothes, drinking my coffee, using my face lotion, and applying my Estee Lauder foundation, which I’ll have
you know, did not come cheaply and without which I feel a bit naked. As for finding clothes my size in this town, I think I shall wear
hotel towels cunningly pinned in a toga-esque fashion, with my feet clad in herring boxes without topses. After all, if it worked for
Clementine, it can work for me. Unless, of course, I can get some compensation from Qantas which at this point I feel is quite
reasonable to ask. I would be on the phone with Qantas customer service (at this point, it will be about compensation) but they don’t
open until 9 a.m. The rep said I could send Qantas an email — but if they’re having trouble phoning their customers, I don’t think
changing formats will improve matters.
Customers: Qantas broke our motorbikes and refused to pay
Submitted by:Lew, Posted on Oct. 10, 2008
I & my partner Anita have been on a round the world motorcycle tour. To do this we have shipped our bikes from the UK to Iceland,
to Canada, from Panama to Ecuador, from Buenos Aires to New Zealand & from there to Brisbane. Here's a list of worst awards: 1)
Most damage to vehicles - Qantas 2) Splitting the bikes up - Qantas 3) Delivering to a different city - Qantas 4) Refusing to pay the
repair bill - Qantas 5) 6 months of bull crap excuses for not paying - Qantas I am still trying to get $1169 out of them for the damage
to one of our bikes. 6 months so far. Their excuses include: They only have to pay $37 per kilo maximum compensation - the bike
weighs 248kg, figure that one out The damage is just to the petrol tank (not true, they also damaged the frame as shown in their
photos at the depot & the repair estimate, a fact they've chosen to ignore despite several emails from me. In any case, how can only
a part of the consignment be considered in a damage claim?). The dry weight of the bike is only 200kg WHAT??? That's just stupid
& irrelevant. They refuse to give me the name of the claim assessor in Sydney, so I have to keep going to the lackey in Brisbane.
Now I want to make an official complaint, hey guess what, they wont tell me how to do it (hence I found this site whilst looking for
clues) The only thing Qantas managed not to do was steal anything from the bikes, Mondial manage to retain that worst award (from
Buenos Aires). I HATE QANTAS I hope they go out of business & the directors end up cleaning public toilets. If so I'll make sure I
advertise which toilets, so everyone can go & abuse them in the worst possible ways. ooops, there go my zen points.
Passenger: Qantas lost $5000 of luggage
Submitted by: Joe. Posted on Oct. 9, 2008
Baggage has been an ongoing issue for me whenever I fly Qantas. On three occasions baggage has
been either stolen or mysteriously lost on Qantas flights. The first time I was flying with my then partner,
the side pocket of one of her check-in bags was opened and her identification documents stolen.
Replacement costs for the documents alone were not trivial but losses having to prevent identity theft have been ongoing. Now
knowing about theft on Qantas my next flight I sealed a bag with a twisted coathanger. It took pliers to seal and would have taken
pliers to undo but regardless, on arrival the bag had been opened and my mp3 player stolen. I made a claim for this but at minimal
compensation replacing a $200+ mp3 player was worth $20. I didn't bother...Since then I have refused to fly Qantas. That however
hasn't ended the misery. Last year I had some personal items shipped from Canada to New Zealand. My bag was shipped with BA
Cargo and made it as far as Sydney where Qantas picked up the consignment (had I known I would have specified another carrier).
Sure enough thats where the tracking stopped. I have been trying to claim the cost of the contents of this missing bag and yesterday
(10 months later) was offered $600 for items totaling over $5000 provided I indemnify them from further claims Until these criminals
are made to pay equitable compensation for lost/stolen cargo/baggage this appalling situation will continue. Heres hoping more
people come to understand what a bunch of crooks they are and refuse to fly Qantas. The sooner they go out of business the better
Traveller: Little flexibility in baggage check
Submitted by: Jamie - posted July 14, 2008
Monday morning14th July 2008 At 5.15am approx: I was seeing my partner off. My handbag went through the scanner and the lady
said you have some sort of spray in there, I checked my bag and had truely forgotten that I had a dye spray in there that my son had
bought for me months ago,I told the lady I wasn't travelling so would she give it back to me when I came down needless to say she
said no. I find it a bit disterbing to think that she could surely have used a bit of discretion seeing as I wasn't travelling, as the spray
was $40.00
Qantas workers bans 80% of customer bags
From: News Australia and wires (news.com.au) Posted April 12, 2008
Airline passengers face disruption as airline union of Qantas handlers say bags too heavy. The workers have threatened bans on
lifting anything heavier than 20kg. It would mean Australians on domestic flights would have their 32kg baggage limit slashed to 20kg.
The current 40kg cap for first class international passengers would be halved. Qantas baggage handlers voted yesterday to
implement the bans on all domestic and international flights unless the airline bowed to their demands. A spokesman for the 300
workers said the bans could be enforced as early as today. Currently, an estimated 80 per cent of checked baggage weighed more
than 20kg, so the ban will affect almost all Qantas passengers.
Passenger: Luggage Lost - Qantas could not care less
Posted by: Binkyn on Hellopeter (www.hellopeter.com) March 1st, 2008
I recently moved from Sydney to Brisbane, and on the 28/01/08 flew from Sydney to Brisbane and Qantas lost my baggage. I had
specifically chosen to fly Qantas, paid a higher fare for the flight, as the baggage allowance is 32kg, hence I was able to pack up the
majority of my clothes in one large suitcase. My bag never came, and Qantas was unable to locate it. I continuously rang up the Lost
Baggage service, and a lot of the time my call was never answered, and often when they did the customer service was insufficient,
and rather rude. They are still unable to provide me with an explanation, instead saying the matter has been passed onto Federal
Police (quite a few other bags from this flight were also missing). This bag contained every piece of clothing, bags, shoes, dresses
etc I own. This seems to be an ongoing problem, and I am incredibly unimpressed about it all. I never wish to fly Qantas again, it
should not be happening.
Qantas Lost $25,000 of Luggage - want to be released of all claims
From: S Bala of Davis CA
Qantas lost all of my luggage-2 big bags; it's been 3 months and they still have not returned it to me. I was offered minimal
compensation, but if I accept it, I will have to release them of all claims, which I am not prepared to do. I've lost over $25,000 worth of
personal property. :-(
Qantas policy of not answering lost baggage phone
From: Wiggum, Jan. 21st, 2008 at (www.hellopeter.com)
My wife and two children have just relocated from Brisbane to Singapore. On Friday night we flew business class and when we arrive
we were short one garment bag. Of course, it is the one with my suit, shoes, shirts etc required for my first day at work on Monday.
After making a "report" with SIngapore, we have telephone Brisbane Lost Baggage a total of 8 times in two days. We have rung 13 13
13 only to be disconnected or told that they cannot ring Lost Baggage. We have also rung Singapore Lost Baggage who tell us that
Qantas will not return their inquiries either. We believe that this has been stolen by an employee as it was not even "tagged" correctly
in the first place. Maybe CCTV might show something other than terrorist activity?? All we want is some courtesy from Qantas
and for them to let us know what is going on. Our company is one of Qantas' biggest clients and this is how it treats us! If you have
the option in Australia I would consider flying with another carrier.
Customer rebooked by Qantas to JetBlue -has to pay for "extra" luggage
From: thewindingtrack.blogspot.com (January 2008)
I haven't had a good year with QANTAS. They've now officially managed to stuff me around twice this year... It was a the end of my
Vietnam/Cambodia trip, trying to get home to Brisbane. But from Melbourne back to Brisbane I booked a QANTAS domestic flight. I'd
left around 2.5 hours between the international arrival time and the domestic departure, but our Malaysian Airlines flight got in to
Melbourne quite a bit earlier than scheduled. That was great - I thought I'd be able to get home earlier than planned. When I went to
check in with QANTAS, though, the woman on the checkin desk was pretty rude. I asked if I could get on an earlier flight....She
checked my backpack through, said she was busy, and told me to go to the service desk. I thought that was a bit strange, especially
since she checked my luggage in, but went to the service desk anyway. ..So, because the woman on the check-in desk couldn't be
bothered spending 30 seconds to give me some good advice, I was stuck in Melbourne airport with nothing to do for hours. And
hours. After a long international flight. I was tired, bored, and now angry. So - strike one against QANTAS.
The second problem was coming home again to Brisbane, this time from Hobart after Christmas. I booked the return trip with
QANTAS, but they put me on JetStar for a flight to Melbourne, then connecting to a QANTAS flight to Brisbane.....even though I'd
booked the whole trip through QANTAS, they can't transfer luggage between the airlines. So I had to get off in Melbourne, collect my
suitcase, and then re-checkin with the QANTAS flight. That was very annoying - especially since JetStar was running a bit late at this
point. And just to top it off, JetStar enforces its 20kg baggage limit. QANTAS lets you take up to 32kg without charge, but JetStar
doesn't. I had 22.5kg in my suitcase, and so had to pay excess baggage charges for the first time ever. I assumed, that since it
was all on a QANTAS ticket and they chose to put me on JetStar then QANTAS rules should apply. And that they'd take care of
tranferring my luggage. Wrong on all counts. This is the last time I ever take a booking with tranfers between QANTAS and JetStar -
it's really not worth the hassle. Next time if QANTAS offers me flight options with these transfers I'll fly Virgin instead. Every time!
Check-in and Baggage Troubles at Qantas
From: B Cairns (Australia) (Jan 28, 2008) at www.airlinequality.com
BNE-MEL. Having checked in online I was aware that I would simply need to drop my baggage in the Brisbane domestic terminal.
Having travelled on Qantas a few times recently I was aware that their check-in / queuing in Brisbane is woeful. Bear in mind that
having checked in online I am told to arrive at check in no later than 30mins prior to departure and recommended 45mins prior to
departure - I had friends drop me off 90mins prior as I feared the worst. Qantas did not let me down. The bag drop queue extended
right throughout 5 or so rows of the snake in front of the check in desks (many of which were unmanned as usual), right along the
baggage reclaim area and almost to Jetstar checkin. Queuing time to the check in desk was 60mins plus - if you can't meet your own
service standards, why continue to print misleading information regarding cut-off times on boarding passes? The queuing situation
causes a great deal of stress, particularly to novice travellers who fear missing their flights. The haphazard way in which passengers
on soon to be departing flights are requested to exit the queue and "check in immediately" pits one passenger against another - it's
really a great way for people to start off a trip. The flight itself, uneventful, average - Qantas seem to be slowly reducing the service
on board at various times of the day, serving miniscule, albeit high quality snacks and relying on the passenger to prompt for items
such as a bottle of water.
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