qantas help and comment ek/qf

[LAH]

I had planned to write a short review about my perceptions of QF vs EK having just sampled both first class products sin/dxb/lhr/dxb/sin.

However, I find myself in a position to ask for some suggestions. I am nearly 24 hours in Singapore. I flew Lon/dxb with QF2, then my flight was with EK (QF codeshare) DXB/SIN. On my flight over nearly 2 weeks ago, my luggage was 'mishandled' and some of it arrived 24 hours later.

This time ALL my luggage has been 'mishandled' and not arrived to Singapore. I am a bit 'stuck' in Singapore as difficult to find clothes. I am now going into 48 hours in the same clothes, and not very happy. Meanwhile, online, it says that they haven't 'traced' my baggage. (By the way, 88 sgd compensation at airport!!!) On the phone they say that one case may arrive tonight and the other, tomorrow!

Where is Qantas in this? These are the reps for EK, but I booked and paid my ticket with Qantas and I would really like some help from them. I rang the priority number on my platinum card, but it is only reservations and she only gave me the number of lost baggage for QF in Singapore - she didn't really appear interested in my plight! A number that is always engaged. Can anyone suggest who I contact?

Apart from that, I am not really thrilled about the QF/EK ex Singapore. On my first flight SIN/DXB, I had a seat that didn't behave and most of the time didn't work at all. As the flight was full, they couldn't move me. DXB/SIN - again, I had a 'difficult' seat and they kept having to switch the 'system' off and on which can take up to 15 minutes. I had noticed 2 free seats, and I insisted that they move me, but they actually didn't 'offer' to move me.

The return trip was interesting because I was able to compare QF & EK, as I flew QF 2 from London to Dubai. I think the A380 QF first appears more spacious, and the actual seat area is more spacious but, and I have noticed this before, not enough area to put items. The seat is very comfortable, but I think the EK bed is more comfortable. However if I were given the choice, I would choose QF although I was well prepared to 'like' Emirates, but it has been a very disappointing experience.

I think I will be looking for an alternative route to Europe in future given so many 'incidents' on this trip. Now, I just want my luggage back please QF/EK.

 

[QPProletarian]

This is the big problem with the alliance when something goes wrong - neither wants to know you.

If you pay the additional money for the QF number you should be able to expect that they will sort things out on the EK side for you with their connections.

 

[Red Roo]

This is the big problem with the alliance when something goes wrong - neither wants to know you.

If you pay the additional money for the QF number you should be able to expect that they will sort things out on the EK side for you with their connections.

I would like to clarify that delayed baggage issues are managed differently to that of ticketing and customer service.

In most cases, it's the final operating carrier that is responsible for tracking and reuniting a customer with their missing bag. They are also to consider any queries, letters for travel insurers, claims or compensation requests relating to the missing or damaged bag.

This is in line with general guidelines and agreements between most major international carriers worldwide. It's with the intention of focusing on the customer and finding the quickest possible resolution. Should that carrier determine fault with another airline, they then make an internal claim without additional inconvenience to the passenger.