Qantas Baggage Claims

[RB]

I am just wondering if anyone else has had contact with the Qantas Baggage claims area in the last 10 days or so? We had a bag damaged on 27th Dec & despite sending several emails the promised (promised by Qantas during several phone calls) automatic response emails have not been received. Our most recent phone call this morning to Qantas seems to indicate there may have been an issue with their email system.

 

[serfty]

Do you have a the reference number in the paperwork your received regarding your damaged baggage before you left the airport?

 

[RB]

Do you have a the reference number in the paperwork your received regarding your damaged baggage before you left the airport?

We have a reference number & that is actually correctly in the Qantas system. It seems that emails we have sent should have generated auto replies but did not. It has just been a nuisance that each phone call has resulted in us starting from 1st base & getting conflicting advice. The phone call we made today led to a converstion that seemed to indicate there may have been a problem with the Qantas baggage email system. Seems we are making very slow progress.

 

[KitKat]

Do you have status with QF?

Had one of my RIMOWA spinner wheels knocked out on Sat following a QF flight. Did not notice till I got home. Called baggage service in MEL on a SAT afternoon - no answer. In desperation, called the Plat number and was put through to baggage services and given a claim number. Thank you QF for this. Again for me the take home message is to check all wheels (the spinner had a pair of wheels on each corner and still moved ok despite one of this pair missing - so did not notice till I turned the suitcase flat) before leaving the airport.
Given the option of going to MEL or a repair shop in the city - easy choice, went for the repair shop, just dropped it off, says will be ready on TUE. Will await that outcome..

Will they give you a claim number so you could go to their authorised repair centre?

 

[RB]

Do you have status with QF?

Had one of my RIMOWA spinner wheels knocked out on Sat following a QF flight. Did not notice till I got home. Called baggage service in MEL on a SAT afternoon - no answer. In desperation, called the Plat number and was put through to baggage services and given a claim number. Thank you QF for this. Again for me the take home message is to check all wheels (the spinner had a pair of wheels on each corner and still moved ok despite one of this pair missing - so did not notice till I turned the suitcase flat) before leaving the airport.
Given the option of going to MEL or a repair shop in the city - easy choice, went for the repair shop, just dropped it off, says will be ready on TUE. Will await that outcome..

Will they give you a claim number so you could go to their authorised repair centre?

We have a claim/reference number & are basically waiting for a definitive response from QF. My OP was mainly to see if others had encountered email problems with QF baggage claims. I will post updates for further advice if needed. Thanks all

 

[Flying Fox]

Yes I have had contact from them on the 26/12/2012 and then again on about 06/01/2013.

My family & I made it to our holiday destination but the bag with all my gear did not. It was the best bag to be 'delayed' as the wife and kid's luggage made it. Contacted them on 26/12/2013 after speaking to the team at the airport and they sent their email as promised.

My bag spent an extra day in SYD and then was delivered to me later on.

Best of luck with your claim.

 

[JohnK]

I checked in a carry bag BNE-SYD back in early December and when I got home noticed that one of the handles had been torn right out of the bag and obviously missing. Took it to SYD airport on the Sunday flying SYD-BNE and reported the damage and received a reference number with advice to take it for repairs. So Qantas is quite OK in that respect and no need to email them feedback and wait for response.

I am still waiting for BNE luggage centre though to repair the bag and I cannot get in touch with them via phone or email.

 

[RB]

Just an update to the situation. Well a good outcome for us. Qantas have made a cash offer with no depreciation applied.