When Emma Bradley landed in Perth on a go to to her dad and mom from her house in Wales, she was approached by Qantas employees and informed her bag had been left in Singapore.
She would not see it once more for 3 months.
Bradley spent about $1,300 changing her garments and different gadgets after the flight on 3 June, however stated Qantas supplied her simply $120 in compensation.
Bradley stated she spent her vacation making an attempt to get better her lacking bag.
“It simply by no means got here,” she stated. “My month at house was me calling Qantas each week, telling them me ‘you have known as the fallacious division’, me being like ‘that is the quantity they informed me to name’.”
Bradley went again to Perth airport a number of instances to see if she might communicate to somebody in particular person, however nobody might inform her the place her bag was.
On 24 August, two months after she acquired again to Wales, she obtained a name from Qantas saying the bag can be delivered to her dad and mom’ place the following day.
“I used to be like ‘no, I am in Cardiff’,” she stated. “It acquired to me in 24 hours.”
Bradley lodged a declare for compensation for the garments she had to purchase, and after two months of calling the airline was supplied $120. She informed them that she was not ok and so they closed her declare to her. To get any compensation, she now needed to begin the entire course of once more, she stated.
“It is simply irritating, I might use that cash – fuel and electrical energy is so costly.”
The nationwide service has been beneath fireplace for shedding baggage because it outsourced about 1,700 floor employees jobs at first of the pandemic.
Miner Ash Divakaran flies regularly for work inside Australia, and stated Qantas had misplaced his bag six instances previously six months.
“Most instances it arrives on the following flight, however that normally means I miss the following day’s work,” Divakaran stated.
“The worst was on a [Melbourne to Brisbane via Sydney] flight, the place they misplaced one in every of my baggage for per week. Apparently it was sitting at Sydney and wasn’t placed on the conveyor belt.”
Divakaran stated he was compensated $200 for the week he misplaced his bag.
John Middendorf spent six weeks making an attempt to find a lacking bag after flying with Qantas earlier than it was lastly returned – by Virgin.
Middendorf, who lives in Hobart, had been visiting kinfolk within the US. I’ve booked his ticket by way of Qantas, which companions with American Airways.
When he landed again in Hobart, he was informed by Qantas his bag, which was carrying a set of precious journals, had been misplaced on the best way.
“For six weeks I attempted to contact Qantas,” he stated. “They would not acknowledge the file quantity, they’d suggest I name customer support and arrange a buyer care request. This was all fruitless.”
He stated each time he known as he was requested to provide all the knowledge once more, as no report was stored of his earlier calls.
He ended up establishing three totally different requests earlier than his bag was present in Dallas by United Airways, whom he didn’t fly with, and despatched house on a Virgin flight.
“Then I get these follow-up emails from Qantas, I am making an attempt to inform them it has been discovered and I simply get the e-mail saying ‘your buyer care electronic mail is invalid’. I can not even inform them they discovered the bag.”
One New Zealand lady, who didn’t wish to be named, stated she had been ready for her bag for nearly a month and, regardless of calling quite a few instances, had been contacted by the airline solely as soon as.
She flew from Auckland to Abu Dhabi, transferring by way of Sydney on 25 August. When she landed she was informed by the Abu Dhabi baggage service that one in every of her checked-in baggage had not been scanned when she boarded the aircraft.
She stated she had been calling the airline each week since however had obtained just one electronic mail saying it was being investigated.
“Qantas’s quantity is so laborious to get by way of,” she stated. “The minimal wait time for the decision is 40 to 60 minutes.
“When you get by way of the employees aren’t capable of give options, all they stated was ‘it is a totally different division, I’ve forwarded all the small print to baggage crew’ or ‘the bags crew will name you again inside quarter-hour’ or ‘ you must attain baggage crew by way of buyer care portal’.
In an announcement, a spokesperson for Qantas stated the charges of misplaced baggage for the primary half of September had fallen under pre-Covid ranges.
“The speed of mishandled baggage on Qantas is now 5 in 1,000 passengers for home and 6 in 1,000 passengers for our worldwide companies,” the spokesperson stated. “Earlier than Covid it was 5 in 1,000 passengers.”
They stated they’d apologize to the purchasers who had misplaced their baggage, however in a few of these circumstances these had been complicated itineraries involving a number of airways.
“In a single case, the bags was misplaced with one other airline earlier than they related on to a Qantas flight. Within the different case, there was a ticketing error that prevented the bags from making its connecting flight,” the spokesperson stated.
“We returned the bags to Ms Bradley final month, and are persevering with to work on the return of [the New Zealand woman’s] baggage.
“We will probably be contacting each prospects to apologize for the inconvenience and talk about their claims.”