QF damaged baggage process claim overseas - staff have no idea what they are doing

[Haplo]

Last week on a flight from Sydney to Manila my baggage handle was broken on the QF 19 flight and I noticed the damage and filed a report. The guy said he will need to take the report to the manager to get approval and get back to me within 48 hour as to how to rectify the damage.

5 days later nothing from them so I called them and ask what happened. They said the manager agreed that they will pay me cash for my compensation and ask for my onward flight detail.

This morning I called the area again to confirm that someone will be waiting at the CX check in area to hand me cash and lo and behold they told me that it is best I lodge the report back in Sydney because that is the best team to handle this. I told them this is unacceptable as without the handle I need to carry it in two hands and not going to do that for my next 4 stops (and only back in Sydney in May). They said they need to get manager approval since it is outside of the resolution approved by the manager.

They called me back in an hour said since I am flying to HK they are going transfer the case to HK and let Qantas HK pay me in QFF Point in lieu of the damage (like really?? I want a baggage that works and not points). I said what about repair and replacement and they said I need to negotiate this with the HK ground team.

Lets see what happens when I land in HK in 4 hours and see if HK is going to do something about it or kick it to my next stop.

 

[Isochronous]

Make sure everything is documented and send regular emails to [email protected] so there is a trail of contemporaneous correspondence to refer to in future.

 

[kpro]

Likely depends on the airport and who Qantas contract baggage operations to.

Had the opposite experience in Singapore a few weeks back. Collected my bags and found a huge dent in the corner of my hard suitcase. Went to the contracted (SATS?? or dnata??) desk to report. They took my info, told me to leave the suitcase at hotel reception. The case was collected and a brand new, same brand, same type of luggage delivered to my room within two days.

 

[dajop]

Do you have travel insurance? It may well be easier to get a note from QF indicating they deny responsibility for the damage and seek compensation for new bag from travel insurance (depending on wording of TI)

 

[Haplo]

Arrived in HK and went to Qantas baggage service. The guy said yes they got the case transferred to them but they only do repairs and 6 days stay is too short for it to do repairs, so they have sent it to Sydney to deal with when I get back to Sydney.

The guy also said you can repair it and send in the invoice to Qantas and they "may" reimbursement it. I asked it be put down in writing but he refused.

Looks like I am going to email Qantas FF and see what they say.

 

[Haplo]

Didn't end up emailing Qantas and the saga continues as I arrive in Sydney. Sydney baggage service at the airport said there is nothing they can do (so why is Qantas even employing them?) and asked me to call 1300 306 980

Call the number and they said there is nothing they can do (again why is Qantas even employing them) and asked to fill out the online feedback form and someone will contact you.

Totally hopeless bunch of people.

 

[RooFlyer]

Yep. But Alan Joyce will be pleased.