Help Needed Urgently re. Jetstar!

[Disgruntled]

Hi all,

My partner and I flew Jetstar on Friday evening (11th April 2008) to Christchurch and our luggage did not arrive on our flight.

Our journey started with a domestic flight on Qantas to Melbourne and then we had an international transfer on Jetstar to Christchurch (it was originally due to be a Qantas flight but they merged the two flights, apparently).

To cut a long story short, our luggage is still missing.

We were given a contact number for Jetstar so that we could check on the progress of our luggage over the weekend (which we called on at least six occasions) but at no time did they try to make contact themselves to give us a courtesy update.

We desperately need to speak to the right department urgently and I was hoping that a member of this forum might have a direct line number or an email address that will help us track down our luggage sooner? We would be very grateful...

Thanks in advance.

Regards,
Jon M

 

[Mal]

Welcome to AFF!

When you say it was originally supposed to be a Qantas flight, do you mean that Qantas cancelled a flight and moved you to a Jetstar flight?

Unfortunately Jetstar has a very poor record where it comes to customer service/lost luggage. I've been told previously that if you lose a bag with Jetstar, you are required to pick it up from the airport when it turns up (as opposed to other carriers who will deliver your bag/sometimes call you to say where it is). But overall, getting little information about a lost bag is pretty par for the course when it comes to lost luggage.

Do you have travel insurance? Or booked your tickets via a Gold/Platinum/other credit card that has travel insurance included? You may want to read through their T/C's to work out what you can spend now while Jetstar is fluffing around with your bags.

One good point in you favour is that there are regular flights to NZ from Australia and it is only a short hop away, so when your bag is found, it should be delivered relatively quickly.

 

[Disgruntled]

Hi Mal,

Thanks for the welcome and your prompt response!

I don't exactly know what the situation was with the Melbourne/Christchurch leg but on our E-ticket it says the flight number is QF203 operated by Jetstar but the flight we actually caught was JQ171.

I'm currently looking into the travel insurance side of things as all of our flights are booked by a third party. However, we flew over specifically for a wedding so when our luggage didn't arrive, neither did the suit and shoes and shirt and tie and formal dress that we were going to wear! Saturday morning was spent waiting for the department store to open so that we could buy these items. So, it's not just the luggage that was lost (thousands of dollars worth) but also the money we had to outlay to replace what we didn't have.

We're just really very disappointed that they haven't made contact after all this time, considering that the luggage could only be in one of three locations- Sydney, Melbourne or Christchurch Airports. These are hardly third world locations and right in Jetstar's backyard.

At this stage, we would refuse to fly Jetstar again and would certainly recommend to our personal and professional networks to avoid the airline at all costs, simply because of the poor customer service.

Cheers

 

[oz_mark]

Hi Mal,

Thanks for the welcome and your prompt response!

I don't exactly know what the situation was with the Melbourne/Christchurch leg but on our E-ticket it says the flight number is QF203 operated by Jetstar but the flight we actually caught was JQ171.

Can't help you with the baggage questions but QF203 and JQ171 are the same flight (operated by Jetstar) i.e QF203 is a codeshare on JQ171.

 

[Mal]

You were on a Qantas Codeshare on a Jetstar flight. My best suggestion at the moment is to call Qantas NZ on 0800 808 767 (which should divert to Australia's Call centre) and explain the situation to them and see if they can offer any advice or further information.

I believe because you were on a Qantas flight number, Qantas is responsible for your lost baggage, but can't be totally sure. Because Jetstar operated the flight, a lot of responsibility for things that go wrong end up with them. Try the Qantas number though, and see how you go.

Others here might have other suggestions as to what to do.

 

[NM]

My guess is tat the bag was getting dizzy on the arrivals baggage carousel at Melbourne where QF did not transfer it to the JQ international flight.

As your baggage receipt will be from QF, you should be able to call Qantas and have them look into it. Start by calling the QF NZ number already provided in this thread. But technically its JQ who is responsible and I expect Qantas will joint point you to JQ for information.

 

[markis10]

Having had JQ loose a bag two weeks ago on me I would like to correct a few things mentioned in the posts here:

1. QF cannot help you with lost bags when on JQ, I tried a number of times.
2. JQ do deliver the bag to your address when found.
3. JQs lost luggage numbers are as follows:
Baggage services

For Christchurch its 0800 700 730

JQs terms of carriage make it very clear they are not liable for any delays, having said that after 7 days you are entitled to claim for the luggage, in the meantime its insurance to the rescue (or woolies in my case for emergency clothing:-| )

While I did not expect an update call until they found my bag, I must say that in all cases the phone call was answered promptly and information given to me was factual, thats a little bit better than past expereinces I have had with some full service airlines.

 

[NM]

Having had JQ loose a bag two weeks ago on me I would like to correct a few things mentioned in the posts here:

1. QF cannot help you with lost bags when on JQ, I tried a number of times.

the only reason it has been suggested that QF may be able to assist in this specific situation is because the bag was originally checked-in with QF on a QF domestic flight and the baggage receipt was printed by QF. So it was QF who accepted the bag for carriage. They should be able to identify where they last saw the bag in their baggage processing system.

If this was just a JQ flight then I agree there is nothing QF will do to assist.

 

[Disgruntled]

Thank you all for your feedback!

We've just found out that our luggage is in Christchurch...very happy about that!! I really do appreciate the time you took to reply to this thread.

Cheers
Jon

 

[NM]

We've just found out that our luggage is in Christchurch...very happy about that!! I really do appreciate the time you took to reply to this thread.

I hope you are still in Christchurch as well :!:

 

[Disgruntled]

I hope you are still in Christchurch as well :!:

Uh-uh, we're back in Sydney but we're just happy that we know where it is! I'd bet it arrived in Christchurch when we were still there, though...

 

[coco50]

the only reason it has been suggested that QF may be able to assist in this specific situation is because the bag was originally checked-in with QF on a QF domestic flight and the baggage receipt was printed by QF. So it was QF who accepted the bag for carriage. They should be able to identify where they last saw the bag in their baggage processing system.

If this was just a JQ flight then I agree there is nothing QF will do to assist.

How does it work, then? The bag is checked in with QF on a QF domestic flight. Was it booked through the Christchurch? Even if the flight was a QF codeshare operated by JQ would the bag be interlined by QF to JQ? I have had to pick a bag up at SYD T2 coming off a JQ flight from BNK and check in with a QFlink to ABX - all from the one terminal. I reckon the bag could be at the QF domestic at MEL - but I'm only a novice at this. I've found QF really good with lost baggage, but have no experience of lost baggage with JQ (nor do I want to have this experience!)

 

[Mal]

2. JQ do deliver the bag to your address when found.

I've heard 2 reports in the last few months that Jetstar have told people to come pick up lost luggage from the airport rather than them delivering it, so I'd be interested in knowing what Jetstar does/doesn't do.

I've also heard getting compensation from Jetstar for neccessary expenses is an experience similar to having your teeth pulled out with pliers.

 

[markis10]

I've also heard getting compensation from Jetstar for neccessary expenses is an experience similar to having your teeth pulled out with pliers.

There conditions of carriage make it clear re delays, no compo :evil:

Jetstar are hardly known for their consistant handling of issues, maybe I was lucky two weeks ago!

 

[NM]

How does it work, then? The bag is checked in with QF on a QF domestic flight. Was it booked through the Christchurch? Even if the flight was a QF codeshare operated by JQ would the bag be interlined by QF to JQ? I have had to pick a bag up at SYD T2 coming off a JQ flight from BNK and check in with a QFlink to ABX - all from the one terminal. I reckon the bag could be at the QF domestic at MEL - but I'm only a novice at this. I've found QF really good with lost baggage, but have no experience of lost baggage with JQ (nor do I want to have this experience!)

My understanding is that for QF Domestic to JQ Domestic, there is no interlining. But for QF domestic to JQ International they will interline. I suspect in this particular case, a possible scenario is that QF failed to make the interline at MEL and instead delivered the bag to the QF domestic arrivals baggage carousel at MEL.