Phil Murray
Newbie
- Joined
- Sep 17, 2018
- Posts
- 7
Hi All, I Just wanted to share our recent experience with Qantas and gather any tips you may have to proceed further. We have no interest in settling this partially and dealing with travel insurance (who will probably give us a similar run around and not pay at replacement value).
My recent trip back from Honolulu was and still is an absolute nightmare. Coming from someone who's travelled some of the lowest rated airlines in the world whilst backpacking around Asia my expectation of customer service is very low and I guess I had an expectation that if anything was to go wrong with Qantas we would be looked after, how was I wrong..
We were notified that one of our bags was held up (despite providing both bags to Qantas at the same time at the domestic transfer lounge) and that the second bag would be delivered to us the following day and we would receive a phone call advising a 3 hour window our bag would be delivered. Not ideal as we had been away for a while but we sucked it up and figured it could be worse.
The following day we received a call saying our bag had arrived and we would receive it between 3 and 6 pm. At 8pm we had not heard anything further and our bag still had not arrived, after calling Qantas baggage services and being on hold for 45 minutes (something that we are quite used to now) we were told the courier had arrived at 1pm but couldn't find our bag and they had no idea where it was.
They suspected the wrong courier may have taken our bag and it would come back eventually and they would call us the following day. After not receiving a call the next day we called back and nothing had been received. The 3 staff were laughing at how ridiculous the situation was, something we took great offence to.
3 days later we called back for an update and asked kindly for some form of allowance for everyday items and advice around whether we could start replacing a few items. A member of staff thought this was quite reasonable and couldn't believe we weren't offered anything prior but after speaking to her manager she offered 2 x lounge passes. Absolutely useless, we have no plans to fly Qantas and there's no way they will help us in this situation. We of course declined this offer.
Forward 21 days until our baggage would be considered lost we submitted a lost baggage claim for $3.9k - We were offered $2k as a final claim and asked to sign a confidentiality agreement and a form which relieves Qantas of any responsibility.
I've been asked to do this despite 2 members of staff admitting it was 100% qantas' fault. They couldn't believe couriers could just take whatever bags they wished and there was no need to sign in or out bags. We are told we are free to claim the additional through travel insurance something we have no intention to do.
Qantas need to take responsibility for what they've done and simply reimburse the full replacement cost of our items. We are not asking for anything over and above this despite the countless hours we've spent on this case.
My recent trip back from Honolulu was and still is an absolute nightmare. Coming from someone who's travelled some of the lowest rated airlines in the world whilst backpacking around Asia my expectation of customer service is very low and I guess I had an expectation that if anything was to go wrong with Qantas we would be looked after, how was I wrong..
We were notified that one of our bags was held up (despite providing both bags to Qantas at the same time at the domestic transfer lounge) and that the second bag would be delivered to us the following day and we would receive a phone call advising a 3 hour window our bag would be delivered. Not ideal as we had been away for a while but we sucked it up and figured it could be worse.
The following day we received a call saying our bag had arrived and we would receive it between 3 and 6 pm. At 8pm we had not heard anything further and our bag still had not arrived, after calling Qantas baggage services and being on hold for 45 minutes (something that we are quite used to now) we were told the courier had arrived at 1pm but couldn't find our bag and they had no idea where it was.
They suspected the wrong courier may have taken our bag and it would come back eventually and they would call us the following day. After not receiving a call the next day we called back and nothing had been received. The 3 staff were laughing at how ridiculous the situation was, something we took great offence to.
3 days later we called back for an update and asked kindly for some form of allowance for everyday items and advice around whether we could start replacing a few items. A member of staff thought this was quite reasonable and couldn't believe we weren't offered anything prior but after speaking to her manager she offered 2 x lounge passes. Absolutely useless, we have no plans to fly Qantas and there's no way they will help us in this situation. We of course declined this offer.
Forward 21 days until our baggage would be considered lost we submitted a lost baggage claim for $3.9k - We were offered $2k as a final claim and asked to sign a confidentiality agreement and a form which relieves Qantas of any responsibility.
I've been asked to do this despite 2 members of staff admitting it was 100% qantas' fault. They couldn't believe couriers could just take whatever bags they wished and there was no need to sign in or out bags. We are told we are free to claim the additional through travel insurance something we have no intention to do.
Qantas need to take responsibility for what they've done and simply reimburse the full replacement cost of our items. We are not asking for anything over and above this despite the countless hours we've spent on this case.
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