Bonus points after lost baggage?

[featheast]

So I've travelled with my family (2 adults 1 kid) to BNE early this month during school holiday, and on the way up we had a half hour delay plus the car seat was lost (or delayed?). Reported to the baggage service at BNE, and up until now (exactly 21 days past) the status is still showing not found yet.
This morning, we have received 2 emails from Qantas with a title of "We'd like to thank you", which include a paragraph talking about 10,000 bonus points " experienced disruption during your journey with us and to thank you for your patience whilst we reconnected you with your baggage".
I haven't been contacted so far except this email, and I have a couple of questions see if ppl here had similar experiences:
1. The emails were sent to me (booked the ticket, main traveller, and lodged the baggage report), as well as my son (who is 5 year old). 3 of us all are on the same ticket, I wonder how did they decide sent 2 emails with 2x10,000 points instead of 3 (or even just 1). (Not really complaining here but just curious why)
2. Is this 10,000 bonus points (x2) more as a compensation for the lost bag? there is a deadline to accept this offer, no mention of consequences if I (we) do not accept. Would accept this offer means I give up any further follow ups with the car seat?
The whole email thing is just really confusing I have to say, so want to see if any had same experience before.

 

[snacks]

I received the 10,000 bonus points this morning too -- having had bags delayed twice over the Easter period (but ultimately delivered both times).

I imagine that this is a fairly large initiative to anyone who experienced disruption, and won't have any bearing on your right to claim compensation for baggage that is genuinely lost.

 

[featheast]

I received the 10,000 bonus points this morning too -- having had bags delayed twice over the Easter period (but ultimately delivered both times).

I imagine that this is a fairly large initiative to anyone who experienced disruption, and won't have any bearing on your right to claim compensation for baggage that is genuinely lost.

That must be it, thanks!. Alright I will just take these 20,000 points with a smile and see if the car seat is able to eventually reconnect with us.

 

[dylarr]

Yep got the 10,000 points offer this afternoon. Looks like it was a blanket offer sent to everyone who had baggage issues throughout April.

After I returned from the trip a couple of weeks ago I filled in the Customer Care web form requesting reimbursement for the expenses incurred as a result of the 48 hour delay (toiletries and clothing) and sent all my receipts through for myself and companion pax. They responded early this week advising they would provide reimbursement and provided a payment form which I completed out and sent back so just waiting on that to be processed. It was about $180 worth of receipts per pax, so about $360 all up.

 

[whughes3]

I got this offer (10k pts) too after my luggage went AWOL on my domestic connecting SYD=MEL flight earlier this month (got it back after 5 days). I happily accepted...

 

[sudoer]

Apparently Customer Care comp points count towards Points Club !

 

[SydneySwan]

They responded early this week advising they would provide reimbursement and provided a payment form which I completed out and sent back so just waiting on that to be processed. It was about $180 worth of receipts per pax, so about $360 all up.

Be patient about the reimbursement. When Mrs SS luggage went astray in December it took 2 months for Qantas to pay up after receiving the reimbursement form.

 

[tallie]

Yep got the 10,000 points offer this afternoon. Looks like it was a blanket offer sent to everyone who had baggage issues throughout April.

After I returned from the trip a couple of weeks ago I filled in the Customer Care web form requesting reimbursement for the expenses incurred as a result of the 48 hour delay (toiletries and clothing) and sent all my receipts through for myself and companion pax. They responded early this week advising they would provide reimbursement and provided a payment form which I completed out and sent back so just waiting on that to be processed. It was about $180 worth of receipts per pax, so about $360 all up.

Hi. Can you point me in the direction of this form? Is it the assist me one? I lodged 5 queries regarding all my bags but not received and bonus points or follow ups.

After 2 hours on hold with a supposed qantas baggage service agent, she put me through to an IT company helpdesk for qantas. Obviously they advised they couldn’t help and I should contact the airline. Had no bags and no car seats for 3 days on a recent trip to Perth with the family. No bags from the flight were loaded And we were advised on boarding that they’d be delivered by lunch the next day.

 

[kangarooflyer88]

I would be surprised if bonus points would be considered compensation for lost baggage since frequent flyer points have no value per tax law. In any event, there are laws that governing compensation for lost baggage depending on the nature of the trip. For instance the Montreal convention ratified by Australia in the mid 2000s states airlines are on the hook for around $2,200 AUD in the event of lost luggage. I reckon there are similar laws for domestic travel as well, given how pro-consumer Australian legislation is.

One thing to consider is how you paid for those flights. Many credit cards offer travel insurance to cover things like lost luggage. It should be a simple matter then, to buy what you need using that card and claim it back using the lost luggage insurance policy. Even if you used a normal credit card or heaven forbid a debit card to pay for the flight tickets, the airline should still compensate you for any sundry items you need to purchase due to them misplacing your bag - even if they later find the bag. After all, it's not your fault that you went without your bag.

-RooFlyer88

 

[oz_mark]

Most of the baggage isn't 'lost'. It has been delayed, and isn't.declared lost for some time.so most of the bags affected here will never kick off the lost luggage provisions.

 

[tallie]

Thanks oz_mark. Are you or anyone else aware of delayed baggage compensation requirements as there is nothing on the Qantas website?

 

[TheInsider]

Thanks oz_mark. Are you or anyone else aware of delayed baggage compensation requirements as there is nothing on the Qantas website?

There isn't any for delayed baggage, this would be up to a travel insurance provider.
US/EU/UK then yes.

 

[dylarr]

There isn't any for delayed baggage, this would be up to a travel insurance provider.
US/EU/UK then yes.

When my bags were delayed last month, both the baggage services counter and also the 1300 number advised that compensation for emergency expenses (clothing and toiletries) could be claimed after a delay of greater than 24 hours. I couldn't find this mentioned anywhere on the Qantas website, but I had no issues with Customer Care agreeing to cover my expenses for a 48 hour delay.

 

[dylarr]

Hi. Can you point me in the direction of this form? Is it the assist me one? I lodged 5 queries regarding all my bags but not received and bonus points or follow ups.

I was told to use the form here:

Customer care feedback form | Qantas AU

Use this form to give Qantas feedback on your experience with Flights, Baggage, Check-in, Before you travel, Qantas Frequent Flyer and more.

www.qantas.com

After you enter your FF details, Select Baggage > Delayed or Lost baggage and fill in the requested details. You will get an auto acknowledgement e-mail once you submit the form. Reply to this e-mail with copies of any receipts attached and this will kick off the dialog.

If you need further assistance or want to check the status, you need to call Customer Care on 1300 659 161 and they can look up the case. The baggage services 1300 number can't deal with these requests and will just direct you to customer care.

 

[TheInsider]

When my bags were delayed last month, both the baggage services counter and also the 1300 number advised that compensation for emergency expenses (clothing and toiletries) could be claimed after a delay of greater than 24 hours. I couldn't find this mentioned anywhere on the Qantas website, but I had no issues with Customer Care agreeing to cover my expenses for a 48 hour delay.

They may reimburse something, but nothing publicly available that I can see

 

[tallie]

I was told to use the form here:

Customer care feedback form | Qantas AU

Use this form to give Qantas feedback on your experience with Flights, Baggage, Check-in, Before you travel, Qantas Frequent Flyer and more.

www.qantas.com

After you enter your FF details, Select Baggage > Delayed or Lost baggage and fill in the requested details. You will get an auto acknowledgement e-mail once you submit the form. Reply to this e-mail with copies of any receipts attached and this will kick off the dialog.

If you need further assistance or want to check the status, you need to call Customer Care on 1300 659 161 and they can look up the case. The baggage services 1300 number can't deal with these requests and will just direct you to customer care.

Thanks for the info. Have submitted the receipts. See how I go from here.