SYD International to Domestic transfer desk issues.

[straitman]

Has anyone had any issues when doing baggage drop for the International to Domestic transfer in SYD :?:

I have just forwarded this to Qantas Customer Care so will be interested to see the response.

On Tuesday morning I was once again appalled at the attitude of the staff (one in particular) at the domestic transfer desk in Sydney. The trip was MEL-SIN-SYD-MEL on a JASA and was really good with the following exception.

We arrived on QF82 from Singapore and proceeded through as normal. The bag drop queue was relatively long and there were numerous other empty desks further along so we went past the line and moved toward someone who was vacant. There were several unattended counters and the next active counter the staff member was busy with paper work.

As we walked past her she literally snarled at us because we had left the line and that there was not a need to go up further. I did say something along the lines of there was no need to be aggressive particularly to people who had been on an all night flight and who were going to be tired. I was not in an appropriate mood to pursue the matter so simply put the bags on the belt and walked off. Her attitude did actually change slightly when she saw the business tags on the bag, however I believe that makes my complaint even more valid as everyone deserves to be treated with respect.

Unfortunately I did not get her name but did report the incident when we arrived in the Business lounge.

I have seen this attitude problem at the Sydney transfer desk on a few occasions and strongly believe that it spoils a very simple and efficient process. The first time I saw this attitude at the International to Domestic transfer desk I put it down to being a one off but this has become repetitive unfortunately and is not acceptable.

 

[dfcatch]

What were you doing checking bags..??..??..!!

 

[RooFlyer]

straitman - you are talking abut the annex where you turn right after exiting customs, go outside, then into the annex to re-check bags, yes?

In that case yes, I've found staff not exactly welcoming on occasions. Only a couple of times out of many arrivals, but the experience sticks. In one case I was treated like an imbecile by a guy at the entrance who was explaining to me that sometimes bags are tagged through, sometimes you need to re-check etc and its really important to go to the right area blah blah and said "Hang on mate! not so fast buddy!" when I said that it was OK, my bags are checked through and I proceeded to that queue. There was a parting comment from this guy which I heard, but not clearly, probably fortunately.

Another time I got a big annoyed sigh and irritated reception at the counter when I had to re-check bags but hadn't removed the prior flight's tags.

I guess these people do deal constantly with tired pax, many of them snarky themselves, and it rubs off. But not nice when it happens.

 

[dfcatch]

I have it on unreliable unverifiable but yet plausible authority that the SYD Int to Dom Transfer desk is where you get sent for sub-standard customer service scores on your performance review


*****^^^^^ is said very tongue in cheek - however my experiences do bear this out.....

 

[love_the_life]

Agree with the above sentiments - but Brisbane took the cake in our recent experience. International flights in, storms and flooding so delays all over the place, and one (only) person doing the domestic transfer. The line was very long with people likely to miss domestic flight connections. To cap it off the baggage conveyor was broken (and apparently had been for over a week) so everyone had to carry luggage onto the bus and across to domestic to check it in. It never ceases to amaze me that when there are multiple scheduled international flights arriving or a problem of some kind that is going to create a backlog, that QF still manage to put one person on the desk - it's a mystery and very poor customer service.

 

[straitman]

What were you doing checking bags..??..??..!!

Travelling with SWMBO :!:

straitman - you are talking abut the annex where you turn right after exiting customs, go outside, then into the annex to re-check bags, yes?

In that case yes, I've found staff not exactly welcoming on occasions. Only a couple of times out of many arrivals, but the experience sticks. In one case I was treated like an imbecile by a guy at the entrance who was explaining to me that sometimes bags are tagged through, sometimes you need to re-check etc and its really important to go to the right area blah blah and said "Hang on mate! not so fast buddy!" when I said that it was OK, my bags are checked through and I proceeded to that queue. There was a parting comment from this guy which I heard, but not clearly, probably fortunately.

Another time I got a big annoyed sigh and irritated reception at the counter when I had to re-check bags but hadn't removed the prior flight's tags.

I guess these people do deal constantly with tired pax, many of them snarky themselves, and it rubs off. But not nice when it happens.

That is the place. Qantas has done a good job in updating the facility but not the service. This was at 0630 so I imagine how the service would be later on in the shift.

 

[Nizar]

Sorry for the slightly OT, but how come you had to re-check in bags ?
Couldn't they have checked it all the way through to MEL when you departed from SIN ?

This is of particular interest to me as I'm flying MEL-SIN return next month and was going to go through SYD both ways for the extra SCs.. not sure I'll be doing that now...

 

[Fifa]

In February I witnessed a rude QF employee berating a couple of travellers from overseas who were in front of us in the queue, for not having checked their luggage through to their final destination. They had no idea what was going on and at the time I thought that would be what stuck in their minds when they remembered their 'welcome' to Australia.

 

[lovestotravel]

The bag drop queue was relatively long and there were numerous other empty desks further along so we went past the line and moved toward someone who was vacant. There were several unattended counters and the next active counter the staff member was busy with paper work.

As we walked past her she literally snarled at us because we had left the line and that there was not a need to go up further.

So you made your own way to a desk or were you called to the desk ??

I have had a few sour experiences a few years ago, bascially being told off for having too much luggage/too heavy etc etc.. Yet I was travelling in business and was well under the allowance. Basically just grumpy staff really!

 

[CaviAck]

Sorry for the slightly OT, but how come you had to re-check in bags ?
Couldn't they have checked it all the way through to MEL when you departed from SIN ?

This is of particular interest to me as I'm flying MEL-SIN return next month and was going to go through SYD both ways for the extra SCs.. not sure I'll be doing that now...

You need to clear customs and quarantine upon arrival into Australia. Which means picking up your bags and then going through the procedures and then dropping them off for transfer landside.

 

[Nizar]

Ah of course.
Cheers.

 

[straitman]

So you made your own way to a desk or were you called to the desk ??

We were pointed in the general direction and then we walked toward a vacant counter.

Thinking about it the easy answer seems to be to join the queue for people without boarding passes as these were the desks that were empty.

 

[asdf]

I have been through that desk many times, and I have found each of my last few trips to have been less than friendly. I'd not like to see how they react to less patient customers!

 

[Fantic125]

I use it quite a bit and haven't had any issues.

Must say though that by the time I get there I'm usually on the tail end of a business trip, so I'm not looking for pleasantries.

Take my bag, confirm my boarding pass and let me get on to that bus.

 

[Finale]

I use it quite a bit too and never had any issue. However, I only used it after coming back from BKK at around 10-11am which never got busy.

Now the flights have changed and I'll be arriving at around 7am. Any idea how busy it is during that time of the day?

 

[straitman]

I use it quite a bit too and never had any issue. However, I only used it after coming back from BKK at around 10-11am which never got busy.

Now the flights have changed and I'll be arriving at around 7am. Any idea how busy it is during that time of the day?

This was at 0630 as we were the first a/c of the morning to land. Not crowded at all at that time.

 

[RooFlyer]

This was at 0630 as we were the first a/c of the morning to land. Not crowded at all at that time.

That's a bit surprising to me. There are 7 fairly chunky flights arriving between 5am and 6:15am SYD arrivals.

Not doubting what you say straitman, just surprised that it wasn't busier by 6:30, even allowing for customs/immigration (I'm averaging about 20-25 mins last few flights in). By 7am I would think it would be pretty lively.

 

[CaviAck]

That's a bit surprising to me. There are 7 fairly chunky flights arriving between 5am and 6:15am SYD arrivals.

Not doubting what you say straitman, just surprised that it wasn't busier by 6:30, even allowing for customs/immigration (I'm averaging about 20-25 mins last few flights in). By 7am I would think it would be pretty lively.

But there are only 5 flights landing between 5 and 6:20am that would utilise the QF transfer desk. And if he was there at 6:30am that would 4 possible flights and by that time you'd think the flights that landed at 5am would have cleared by then leaving only the EK412 and QF12 flights. Wouldn't leave that many people.

 

[bossreggie]

I have had a couple of poor customer service experiences at the transfer area.

Once, we had come from London in F and were transferring to a DOM J flight. There were 3 of us and the DOM was on a separate booking. Hand luggage only, went through security, we were the first pax in the waiting area but it began filling up quickly. We had to wait 30 Minutes for a bus!

As we had not checked in, we had no onward boarding passes. (My bad) When we went to board the bus, the employee was very rude. Basically told us off and said we had to go back out and get a boarding pass. There was a large queue and lots of other PAX now in the waiting area with us.

I explained the situation, where had come from, showed her 2 of our 3 First Class LHR-SYD boarding passes. (I left mine on the plane. We were on paid F and paid DOM J) She was very rude. I told her in no uncertain terms not to let the bus go as I would sort it out. A quick call was made by me and within a few minutes her phone rang and her attitude changed completely.

A manager from the check in area came in and travelled on the bus with us, escorting us to the CL.

I am with Bill here. Regardless of the class of travel..... You should be treated with respect. I also think some common sense is in order. It was my error not to check in. But really...... 3 PAX arriving from LHR. Only 2 with boarding passes. One was my son, the other my assistant. It's not like we were trying to scam a free transfer to fly another airline. Matt even showed the DOM itinerary on his phone.

I wrote to Qantas after this event and suggested that at the very least, PAX travelling internationally in premium cabins, should be able to utilise the shuttle transfer service on presentation of their boarding pass.

 

[RooFlyer]

Oh bossreggie, to have that number you called on my phone speed dial!