Late to bag drop - QF SYD airport experience

[bussyboy]

Lesson: Don't be late!

[RANT]
For my first time I was running late to a flight last week, arriving at SYD at around 1430 for my 1500 flight to MEL I dropped my Qtag bag at bag drop and scanned my boarding pass in my phone, and was prompted with a message to see staff as bag acceptance was closed. Given I had a 3 hour layover in MEL before my onward to PER, I wasn't really panicking - yet!

So I wander to the two Qantas staff patrolling the check-in area - first warning sign, they asked me to call 1300024715 [called at 14:33]

Person who took the call [promptly, likely in Suva from accent] was confused for a while thinking I had lost baggage, then proceeded to tell me she couldn't help because I was already checked in for the flight and the airport staff would help. I re-explained (on speakerphone) that the airport staff put me onto her - they were looking quizzically as the call centre said they couldn't help.

The airport staff had no options or suggestions for me, by this time [14:48], boarding had started, and I was freaking out as I wanted to be on my flight!

• I asked if the bags could go another flight and catch up to me in MEL - no, that's a "security issue"
• I asked if it could be sent cargo - no, you'll have to leave the airport... [no time]
• I asked if there were luggage storage nearby, I could travel without my bag - was directed to the counter downstairs at carousel 5, found it closed, then ran back upstairs

At this point, they're calling my name to board my flight, but the staff are saying I'll have to rebook my trip as it's a "no show." That was not going to be a viable option.

...Then, an angel phoned [14:51] - someone, somewhere waiting for me to board understood my quickly explained situation, and booked me onto the next flight [1530] to MEL (after quickly working out the direct flight from SYD-PER wouldn't work because I'd upgraded to business) - she told me to refresh the app and I should be able to bag drop with the new boarding pass.

As it happened, the app wouldn't refresh the boarding pass (or likely I didn't see it at the bottom of the itinerary) and I had to check-in the bag manually with other staff, and the "angel" called again at 14:59 noticing I still didn't have a bag checked in to make sure I was going to make the next flight - ended up with a paper tag just in time!
[/RANT]

How was this so hard for the staff in the bag drop area to organise - why did they put me through 20 minutes of anguish!? I actually thought I was going to have a heart attack over the stress

So, what's the common experience for people who are late for their flights, for whatever reason? Surely this happens frequently enough that resolving the issue would be less painful and more streamlined??

 

[henrus]

Lesson: Don't be late!

Qantas used to be very flexible with the 30 min cut off but there was time (well before covid) when 30 mins became a really hard limit.

So, what's the common experience for people who are late for their flights, for whatever reason? Surely this happens frequently enough that resolving the issue would be less painful and more streamlined??

It's only been very recent that QF has pushed all airport issues onto the phone. This has resulted in some really terrible experiences at the airport.

 

[Scr77]

Are you still only Bronze as per your profile? I’m surprised you were contacted at all, perhaps because you had checked in?

 

[downgraded]

Perhaps turning up at the gate with some oversized "hand luggage" and then they can tag it and put it in the hold?

 

[Mattg]

It's only been very recent that QF has pushed all airport issues onto the phone. This has resulted in some really terrible experiences at the airport.

Yep...

I also have to wonder what exactly was the point in asking the OP to phone the call centre in this situation when the call centre wasn't able to do anything?

 

[sudoer]

Perhaps turning up at the gate with some oversized "hand luggage" and then they can tag it and put it in the hold?

It still needs to fit through the x-ray scanners, which most larger suitcases won't.

 

[henrus]

Perhaps turning up at the gate with some oversized "hand luggage" and then they can tag it and put it in the hold?

About a week ago at the Brisbane premium entry the person in front had put their checked bag sized suitcase up on xray belt, the screener asked them "are you going to check that" to which they responded yes. He was happy to let them through with it but did point out the bag drop in the premium screening area was over closer to the entry.

What I can't believe is that the QF staff scanning boarding passed (which is done before the security at BNE premium entry) allowed them to pass unfazed.

 

[jpp42]

Who exactly was the "angel" that sorted things out?

 

[servicerequired]

If I'm running late - I'm already well aware of the 30 minute hard cut off ... therefore I actively pull out the laptop, cancel the flight to a credit ... and re-book.

Don't rely on the airport attendants - just suck up the $100 rebooking fee.

VA on the other hand ... much much much more helpful.

 

[kpro]

If I'm running late - I'm already well aware of the 30 minute hard cut off ... therefore I actively pull out the laptop, cancel the flight to a credit ... and re-book.

Don't rely on the airport attendants - just suck up the $100 rebooking fee.

VA on the other hand ... much much much more helpful.

This is exactly what I did when I missed bag check-in deadlines in 2021. Arrived at airport, took out laptop, cancelled my flight, got voucher and re-booked on the next flight.

There was no change fee at the time due to COVID, but the next flight only had available seats in J, so it was a mightily expensive fare difference.

Luckily no delay in ticketing or voucher issuance.

 

[justinbrett]

If you show up for your flight after baggage acceptance has closed, and you can’t travel without your bags, that is the same as a no show. The airline is not obligated to move you to a later flight. I’m not sure what fare you were on but you were lucky they moved you at no charge. I wouldn’t be ranting.

 

[levelnine]

If you show up for your flight after baggage acceptance has closed, and you can’t travel without your bags, that is the same as a no show. The airline is not obligated to move you to a later flight. I’m not sure what fare you were on but you were lucky they moved you at no charge. I wouldn’t be ranting.

More terrible QF apologetics.

OP says they arrived at 1430 for a 1500 domestic flight. Check-in for bags closes 30 minutes prior to departure.

On the assumption they were, at most, a minute or two late (given they were on the phone at 1433), in the past a QF check-in agent would have happily checked their bag in and they would be on their way without any drama.

In the brave new world of QF operations, you are now forced onto a phone, placed on hold, have to talk to a phone agent who has NFI what is going on and is unable to assist ... all while the precious minutes tick down to your flight.

A huge degradation in customer experience, making travel more frustrating, stressful and unrelenting.

 

[Blackadder]

Sorry to sound harsh , but you need to take some personal responsibility for the late arrival.
QF as with all airlines have a cut off time, miss that and then it's a no show and up to you to work out the best option.

 

[justinbrett]

More terrible QF apologetics.

OP says they arrived at 1430 for a 1500 domestic flight. Check-in for bags closes 30 minutes prior to departure.

On the assumption they were, at most, a minute or two late (given they were on the phone at 1433), in the past a QF check-in agent would have happily checked their bag in and they would be on their way without any drama.

In the brave new world of QF operations, you are now forced onto a phone, placed on hold, have to talk to a phone agent who has NFI what is going on and is unable to assist ... all while the precious minutes tick down to your flight.

A huge degradation in customer experience, making travel more frustrating, stressful and unrelenting.

Hard disagree.

If OP went to a human to check in, there may have been leeway, but OP went to the computer, and computer said no. By the time OP went to a human it was far too late.

Airlines being strict about check in times is not new. Yes there is discretion and yes the airline will help where they can, but for your starting position to be blaming everyone else and going in for a rant is just so incredibly wrong IMO. I would be incredibly grateful I was booked on the next flight at no charge and retained my J upgrade.

 

[Mwenenzi]

Sorry to sound harsh , but you need to take some personal responsibility for the late arrival.
QF as with all airlines have a cut off time, miss that and then it's a no show and up to you to work out the best option.

Match fit (that comment by AJ will stick around)

 

[TomVexille]

Hard disagree.

If OP went to a human to check in, there may have been leeway, but OP went to the computer, and computer said no. By the time OP went to a human it was far too late.

Airlines being strict about check in times is not new. Yes there is discretion and yes the airline will help where they can, but for your starting position to be blaming everyone else and going in for a rant is just so incredibly wrong IMO. I would be incredibly grateful I was booked on the next flight at no charge and retained my J upgrade.

Except that IME the new QF doesn't have manned check in desks unless you force the issue, they refuse and direct you to a computer.

 

[levelnine]

Hard disagree.

If OP went to a human to check in, there may have been leeway, but OP went to the computer, and computer said no. By the time OP went to a human it was far too late.

Airlines being strict about check in times is not new. Yes there is discretion and yes the airline will help where they can, but for your starting position to be blaming everyone else and going in for a rant is just so incredibly wrong IMO. I would be incredibly grateful I was booked on the next flight at no charge and retained my J upgrade.

As usual, wrong.

OP said they went to a human and was told to hop on the phone.

Actually, Qantas being completely rigid — to the point that being 1 minute late essentially forfeits your ticket — about check-in times is new because it is linked to the inability of ground staff to offer assistance.

Prior to the implementation of this phone system, a ground staff member could extend some leniency if you just missed the cut-off time. That has been removed.

Qantas' slide to LCC status, while continuing to charge premium prices, continues.

Post automatically merged: Aug 4, 2022

Sorry to sound harsh , but you need to take some personal responsibility for the late arrival.
QF as with all airlines have a cut off time, miss that and then it's a no show and up to you to work out the best option.

If only airlines took some responsibility for ... being on time themselves, transporting your luggage with you, providing competent customer service, etc etc etc etc.

 

[Mattg]

If OP went to a human to check in, there may have been leeway, but OP went to the computer, and computer said no. By the time OP went to a human it was far too late.

When I went through SYD last week, the line for the service desk appeared to be up to an hour long. Waiting there wouldn't have helped the OP, especially since the only thing a human at the airport did in this case was provide a phone number to call (which got them nowhere).

I agree that the 30-minute cutoff is a thing and personally wouldn't want to risk getting to the airport so close to it.

 

[justinbrett]

As usual, wrong.

OP said they went to a human and was told to hop on the phone.

OP said they went to the bag drop computer THEN went to a human. If OP said they were late to the bag drop (which would have been the case, since computer said no), then obviously it was even later by the time the human was consulted. There's no guarantee going to a human first would have helped, I said there MIGHT be leeway. Every minute counts. Computers a famously known for a lack of discretion. And really - now - of all times - you want to be late to your flight with a checked bag?

No, this is not new, policy changed in 2015 to move to strict check in times. I remember it clearly and there was lots of complaining on here.

Qantas Domestic Check-In Changes | Flight Centre

Qantas has made some important check-in changes for all domestic flights. Find out what they are and what it means for business travellers.

www.flightcentre.com.au

When I went through SYD last week, the line for the service desk appeared to be up to an hour long. Waiting there wouldn't have helped the OP, especially since the only thing a human at the airport did in this case was provide a phone number to call (which got them nowhere).

I agree that the 30-minute cutoff is a thing and personally wouldn't want to risk getting to the airport so close to it.

OP said there were humans floating. I have been in this situation (stuck in traffic due to an accident on the Gateway Bridge in Brisbane) went straight to the human when I entered the terminal and they escorted me to the straight to the head of the check in queue.

 

[milehighclub]

Prior to the implementation of this phone system, a ground staff member could extend some leniency if you just missed the cut-off time. That has been removed.

From memory this changed in 2015 when the cut off changed from 20 minutes to 30 minutes for check in.