HELP- Lost luggage on Jetstar (it's been 7 days)

[mchon]

Help!

I was on a JetStar flight from Sydney to Cairns on NOV 8th, flight # 952 and they have lost my luggage. It's beeen 7 days so far and there hasn't been any news on this. I've been calling both the JetStar baggage claims office in Sydney as well as the Jetstar in Cairns and 8 out of 10 times, no one will answer. It will just ring and ring or sometimes, it'll be busy and sometimes, someone will pick up and just hang up! When I do actually get in touch with someone (Donna in the Sydney office) all she keeps telling me is that they can't find my bag and that there's nothing they can do. That the last update is showing that it was sent to Cairns on a different flight. That I should submit a claim to the Melbourne office. When I call the Cairns Jetstar number (Fiona and Kylie) tell me that there's nothing they can do and that the claim's been passed over to the Sydney office as that's where the bag is from. That I have to call the Sydney office. Mind you, I have to call 10-15 times before I get through once!

The big problem of all this is that I am scheduled to travel around the world for 6 months and Australia is my first destination. I have roughly 4-5 months worth of clothes and travel accessories in that bag. I am so frustrated/angry/annoyed at the way Jetstar is handling this matter. I feel like everyone i talk to is so eager to push off the problem to someone else. They are so quick to get off the phone with me and dismiss my situation.

I am utterly disappointed in Jetstar and its customer service. They are so quick to take your money when you buy your ticket but ignore you when you actually need their assistance in matters such as this.

Can anyone offer any advice? Suggestions on what I should do?

I am so lost right now and have been traveling with just my carryon bag and have been wearing the same clothes for 5 days and just buying a few things here and there along the way.

 

[NM]

Do you have travel insurance? If so, I suggest you make a claim ASAP as there is often a maximum time limit for making claims after the event. Unfortunately, I would expect that after a week, its unlikely you will see the bag again.

 

[mchon]

I do have travel insurance from the states and even they are giving me a hard time- asking for receipts of everything that was in the bag. Quite honestly- who keeps receipts of everything? Also the thing is, the receipts that I do have is back at home in NYC. It'll be at least 6 months before I go home and need the money or my original bag now.

 

[serfty]

Presumably you reported the lost baggage before you left the airport and have the proper documentation that Jetstar should have supplied you before you left the airport.

Unless you have travel insurance you claim is limited to AUD1600:

Conditions of carriage - At The Airport - Travel Information - Jetstar Airways

Where your travel is wholly within Australia and is not International Travel, it is subject to the provisions of the Civil Aviation (Carriers' Liability) Act 1959 as amended (or any replacement legislation) or complementary State legislation. Our liability for loss or Damage is limited to A$1,600 per Passenger for your Checked Baggage and A$160 per Passenger for your Cabin Baggage.

 

[NM]

I do have travel insurance from the states and even they are giving me a hard time- asking for receipts of everything that was in the bag. Quite honestly- who keeps receipts of everything? Also the thing is, the receipts that I do have is back at home in NYC. It'll be at least 6 months before I go home and need the money or my original bag now.

While it is common for travel insurance providers to ask for receipts for everything, it is impractical for a passenger to provide such documentation. In most cases, a detailed list of what was there and a reasonable estimate of the value is sufficient. However, this depends on the insurance provider and what the agreed terms and conditions require you to provide. There will be limits on the amount that can be claimed.

Also have a read of this thread for some suggestions:

http://www.frequentflyer.com.au/community/general-airline-discussion/jetstar-disservice-19012.html

Post number 4 that thread may provide some assistance.

 

[mchon]

Yep- have everything with me. baggage claim #, baggage ticket #- it's just so frustrating since I still have 5 more months to go. I am definitely going to claim the lost baggage with Jetstar but having gone through this experience with them, it makes me wonder how long it'll take them to respond to the claim and send a check to me (which is an issue of its own cuz i leave Australia in a month).

 

[gilby08]

Call one of these numbers first:
Baggage Services - At The Airport - Travel Information - Jetstar Airways

And then if you can't get through to them call up the general call cente 131 538 and ask to directly speak to Customer Relationships and it's an urgent matter as you are from OS and going OS soon, if the agent won't do this, speak to a Team Leader a so called "manager". And tell them it is urgent.. What you have to relise is though the call centre might not be able to help you that much as it isn't 'jetstar' as such. It's an outsourced call centre who only representents Jetstar.
Otherwise e-mail [email protected] (i think, was posted in another thread a while ago from a Jetstar member)

 

[N860CR]

That's very frustrating and its reasons like this why I don't fly Jetstar unless there is no other option.

Don't hold your breath waiting for a response from that email address (directed to the specific member in question). My concerns were met with a "I'll try" and then ignorance of all further emails.

Unfortunatley I think the best option would be to press on with your insurance claim. It is concerning though that they can lose a bag on a point to point flight and then for whatever reason its gone forever.

 

[BAM1748]

Although not Jetstar per say, Qantas have a 99% recovery rate on lost bags and in 15 years od domestic Aust flying over lost a bag once, it was returned to me within 48 hours.

But of course doesn't help you.

As someone else said, make a detailed list of what was in the bag, file the claim with your insurer with a realistic amount and it will unlikley to be rejected. First line of defence for any insurer is "show us you receipts" which is over ridden with a pragmatic approach to a claim.

Who is your insurer?

 

[mchon]

I've just drafted an email to the Kylie person at the email address. Lets see if she comes back with anything.

After a few more days of this, if there is no update, then I will have to press forward with my travel insurance, who is also giving me a hard time, telling me that I have to claim it when I get back to the states which is in 6 months time.

It's just so frustrating and stressful (and getting a bit stinky as well, having to wear the same stuff over and over again). This is such a nightmare! I mean, it's ****ty when you lose your bag but it's even ****ter when you still have 5 months of travel booked.

 

[mchon]

Although not Jetstar per say, Qantas have a 99% recovery rate on lost bags and in 15 years od domestic Aust flying over lost a bag once, it was returned to me within 48 hours.

But of course doesn't help you.

As someone else said, make a detailed list of what was in the bag, file the claim with your insurer with a realistic amount and it will unlikley to be rejected. First line of defence for any insurer is "show us you receipts" which is over ridden with a pragmatic approach to a claim.

Who is your insurer?

It's with Manulife in Canada- I've never used them before. GAP Adventures, the agent that I booked a few trips with were the ones who booked the travel insurance.

 

[BAM1748]

It's with Manulife in Canada- I've never used them before. GAP Adventures, the agent that I booked a few trips with were the ones who booked the travel insurance.

Mmmm, Manulife, they don't have an office here in Australia as I'm sure you have since found out.

Was hoping it might be the huge AIG, just had a beer with the BD Manager for AIG travel insurance the other week, would have asked someone to take a personal interest. Oh well, good luck.

 

[munitalP]

Well this sucks...

I twisted a few arms at QF for you and I have the direct airport lost luggage numbers - give them a call, they have always been very helpful when I have lost items such as iPoddy once and also had bags go on a different flight than me...

Hope this helps

Cairns: 07 40504235
Sydney: 02 99529529

Let me know how this goes

Good luck


Mr!