International to domestic transfer, baggage allowance from BA J to QF J

[kooky]

Arrived in SYD from LHR on BA J (LHR-SIN-SYD) for domestic transfer to QF J.
Single BA ticket, the QF flight was a BA flight number/codeshare.
BA J entitlement 3 checked bags. I had 3 checked bags.
QF J allows 2 checked bags.

Cleared customs before taking to transfer desk.

At transfer desk:

QF: You're only allowed 2 bags. Did you purchase extra baggage allowance at LHR?
Me: No, I am on a BA ticket with 3 bags as my allowance
QF: You're only allowed 2 bags.
Me: But it's on a BA ticket as one itinerary. If it weren't for customs clearance I'd be checked through anyway.
QF: You're only allowed 2 bags.
Me: But BA is the most significant carrier.
QF: You're only allowed 2 bags.

My world falls apart.

QF goes off to consult supervisor in back room, leaving me sweating.
QF comes back after 5 full minutes says everything is OK.

After a 24 hour flight this was distressing.

Can someone please tell me:
1. Should I be extremely grateful that a faceless supervisor cut me a break?
OR
2. Did QF put me through 5 minutes of sweating because the check-in staff member didn't know the procedure?

 

[Hvr]

The latter. Not good enough, complain to Qantas and hopefully prevent it happening again.

 

[markis10]

The staff at the domestic connection desk at the international terminal in my experience seem to reflect the worst on offer as far as skills and attitude go, which is odd given they will often be the first contact many guests have arriving into our country for the first time off other one world and Emirates flights.

 

[kooky]

The latter. Not good enough, complain to Qantas and hopefully prevent it happening again.

I'm not going to complain to Qantas, you can't apologise for making a person sweat like that, what's happened has happened. Their staff are inconsistent. If the staff member didn't know then it's not their fault, it's a problem with management not training their staff properly.

What saddens me the most is some less street-smart flyer being charged for the extra bag. I'm lucky because I have a pretty good grasp of my entitlements. Not everyone does, and they're the biggest victims.

 

[mannej]

I'm not going to complain to Qantas, you can't apologise for making a person sweat like that, what's happened has happened. Their staff are inconsistent. If the staff member didn't know then it's not their fault, it's a problem with management not training their staff properly

Why not regarding a complaint?

It's apathetic responses like that that ensure it will happen again.
Without the feedback how do you expect QF to retrain the staff member if you haven't provided the information to them?

 

[BD1959]

I'm not going to complain to Qantas, you can't apologise for making a person sweat like that, what's happened has happened. Their staff are inconsistent. If the staff member didn't know then it's not their fault, it's a problem with management not training their staff properly.

What saddens me the most is some less street-smart flyer being charged for the extra bag. I'm lucky because I have a pretty good grasp of my entitlements. Not everyone does, and they're the biggest victims.

Appreciate it's your choice as to whether to lodge a complaint to QF or not.
Is this an Outbound of a return ticket? If so, and it was me, I'd be getting some sort of note added (possibly by talking to BA) to ensure no repeat when you check-in for the DOM QF sector.

Regards,
BD

 

[kooky]

Is this an Outbound of a return ticket? If so, and it was me, I'd be getting some sort of note added (possibly by talking to BA) to ensure no repeat when you check-in for the DOM QF sector.

Yes, outbound.

The thought of talking to BA for adding a note for something as bread and butter as connecting to a OW airline seems absurd to me. I assume QF read this forum, maybe they can send an internal email to ensure their staff are up to scratch with fellow OW partners' baggage allowances. This is supposed to be an alliance of airlines working together. Knowing that BA J gets 3 bags should be check-in 101.

I'll print out the BA baggage page so I can pull it out in future. It's the poor newbie traveller who doesn't know their rights and gets made to pay on the spot, that I feel sad for.

 

[BD1959]

Yes, outbound.

The thought of talking to BA for adding a note for something as bread and butter as connecting to a OW airline seems absurd to me. I assume QF read this forum, maybe they can send an internal email to ensure their staff are up to scratch with fellow OW partners' baggage allowances. This is supposed to be an alliance of airlines working together. Knowing that BA J gets 3 bags should be check-in 101.

I'll print out the BA baggage page so I can pull it out in future. It's the poor newbie traveller who doesn't know their rights and gets made to pay on the spot, that I feel sad for.

Actually, I don't think this is anything to do with OW - given the only OW baggage concessions I can think of are the additional allowances for Emerald - isn't this IATA MSC? Not that ignorance of complete allowances should be an excuse for someone working day-in, day-out with these things. I'd have thought that the system would be able to simply check the PNR and decide the domestic allowance - staff training, then, would be less of an issue.

However, I *am* a little bemused by your assumption of the power of a forum such as this. Surely, QF would be better taking on board issues raised by ALL passengers and that this would be best channeled through the standard tools - which you've already dismissed. Red Roo *may* contact you for specifics so it could be followed-up with the area concerned, but I wouldn't *rely* on that.

I can understand this was probably a very traumatic incident for you. Seems to be common across a lot of BA passengers; I see elsewhere the trauma BA seem to be constantly causing Long Haul passengers connecting onto "Domestic Business" by incorrectly refusing them entry at the Galleries. Despite an ongoing campaign in the Forums there, it seems BA still haven't managed to correctly train their staff after this being discussed for over 18months and the BA Rep having responded continually during that time.

Sometimes, people make mistakes, it happens. That's life, learn to live with it. QF shouldn't get this wrong - and I can see your point about additional revenue where it is not warranted - but I don't think this is something "systematic".

Regards,

BD

 

[anat0l]

#2 is certainly the reason. The supervisor certainly did not "cut you a break" - that would be extremely insulting, and I would resist the urge to wish upon nought but physical damage on said supervisor and check-in agent if that was the case.

Why not regarding a complaint?

It's apathetic responses like that that ensure it will happen again.
Without the feedback how do you expect QF to retrain the staff member if you haven't provided the information to them?

We've been through this before

The thought of talking to BA for adding a note for something as bread and butter as connecting to a OW airline seems absurd to me. I assume QF read this forum, maybe they can send an internal email to ensure their staff are up to scratch with fellow OW partners' baggage allowances. This is supposed to be an alliance of airlines working together. Knowing that BA J gets 3 bags should be check-in 101.

I'll print out the BA baggage page so I can pull it out in future. It's the poor newbie traveller who doesn't know their rights and gets made to pay on the spot, that I feel sad for.

BA shouldn't have to add a note. I don't exactly know how carriers communicate with each other (if any) in order to determine the correct allowance as per the IATA MSC rules, but even if the check-in agent didn't know, surely excusing themselves and checking with the supervisor is better than being stubborn. It would've been better to know the correct procedure in the first place - true - but there are better ways the check-in agent could've handled the situation (assuming no artistic licence on the part of the OP, which I'm going to doubt there is any).

To be honest, I'm surprised QF check-in staff actually check allowances at the domestic transfer. In many cases they know that international baggage rules apply (they even have such a stated rule somewhere on documentation - can't remember where) and they have to process many transfers including those from non-oneworld airlines (or EK), where the same rules apply. You'd think that it's not worth the questioning and just check the passenger and their bags in, period. I realise that doesn't quite cover excess baggage (e.g. if a passenger has excess baggage, it needs to be paid at every check-in point, not once at the first port of check-in, which I think is a stupid system but I guess it can work the other way, i.e. your first carrier may charge you excess on their rules but an onward carrier may not under their (more generous) rules).

Also, given you seem to portray a rather well-steeled, solid and forthright attitude, it seems a bit uncharacteristic that something like this should unsettle you so badly, even after 24 hours of travel. Not saying it can't happen - just seems incongruent.

Finally, to be a bit draconian, the way you presented your side of the argument was slightly inaccurate. You mentioned first of your entitlement due to your being booked on a BA ticket. This is confusing and superfluous. It doesn't matter who wrote your ticket. Your allowance was due to:

• BA being the Most Significant Carrier under IATA, thus the allowance of the relevant BA flight holds for the journey
• BA J entitles you to 3 bags at 32 kg apiece

That is the correct explanation. The fact you had booked the ticket on BA or you were flying on the BA codeshare for the QF domestic flight are both irrelevant.

 

[lovestotravel]

I'm not going to complain to Qantas, you can't apologise for making a person sweat like that, what's happened has happened. Their staff are inconsistent. If the staff member didn't know then it's not their fault, it's a problem with management not training their staff properly.

What saddens me the most is some less street-smart flyer being charged for the extra bag. I'm lucky because I have a pretty good grasp of my entitlements. Not everyone does, and they're the biggest victims.

Then don't expect anything to change! Staff should have know better and a complaint will either get back to the service desk staff member and/or give them a refresher course in what they are meant to honor!

The staff at the domestic connection desk at the international terminal in my experience seem to reflect the worst on offer as far as skills and attitude go, which is odd given they will often be the first contact many guests have arriving into our country for the first time off other one world and Emirates flights.

Agree - The only time I have issues with Qantas is at this desk! It must be where QF put all the grumpy staff!

 

[kooky]

Agree - The only time I have issues with Qantas is at this desk! It must be where QF put all the grumpy staff!

They even have a sign at the desk saying something akin to 'please treat our staff with courtesy'!

You know when you see a sign like that you've made it to a hotspot

 

[lovestotravel]

They even have a sign at the desk saying something akin to 'please treat our staff with courtesy'!

You know when you see a sign like that you've made it to a hotspot

HA - So true!