VAustralia [Lost Luggage] "Disaster"

[anthonycarusi]

Flew J Class from Denpasar - Melbourne on the 25th DJ4152 arrived 26th 7:10am. Baggage at International advised they don't know where my luggage is..
Baggage took down my number etc... and said she would call... hmmmm still waiting..
Called VAustralia 3 times & they gave me 3 different numbers
03 9339 1786 - Leave a msg...
03 9339 1750 - Domestic Baggage - useless
03 9339 1788 - Leave a msg....

Searched VAustralia which listed
03 8346 2438 - busy...
03 8346 2437 - busy..

Does anyone have any other ideas so I can track down my luggage ? Help so far has been useless..

Cheers
A.C

 

[serfty]

Firstly, did they provide you with the proper paperwork in relation to missing luggage.

(It's a good idea to never leave the airport when you luggage does not show up without the correct airline provided documentation.)

 

[anat0l]

If you filed a report for your luggage (went through the whole paperwork rigmarole), you should've received a WorldTracer number. You can then look at the "current" status of your bag via the VA linked WorldTracer website, linked here: WorldTracer Services - Virgin Blue International Airlines Passenger File Request Page

Naturally if there is "nothing new" about your bag (or VA don't do the paper trail correctly), you may not find anything interesting with the WorldTracer report. You can then try and call Virgin Australia, but naturally unless you are an elite member you may have to hold the line.

If you didn't obtain a WorldTracer reference (i.e. you didn't file a report), I'd strongly advise returning to the baggage services in Melbourne to file a formal report for delayed baggage and obtain a WorldTracer reference. You should be filing a report anyway in case you need it for other purposes (e.g. insurance). (Additionally, if VA did not direct you to fill out a formal report when you reported it to their baggage services (or handling contractor), then someone deserves a thump on the head, because that is quite irresponsible.)

 

[anthonycarusi]

Ohhhh no I guess I'm stuffed no paper work filled out...and I had to catch a another flight to Rockhampton... As a side note all people on J Class did not receive there luggage.
A friend of mine who was also in J Class did receive a call to advise him they have found his luggage... Grrr...

Thanks for your help all

 

[serfty]

It's called a "delayed baggage" Report and should have been completed at the airport.

If you did not, as noted here Delayed and damaged baggage information | Virgin Australia , then you have 7 days to get a report submitted in writing. If you did not fill out such a form you should be putting it into registered post TODAY.

 

[Jama]

I have only experienced this once. Well my sister did. It was with QF but seems it is the same story.

It is funny how the onus ends up on the PAX to chase their luggage as they get passed from one person/number to another. As far as I am concerned you should be able to make one call to customer service which results in someone at the airline doing the chasing, whilst keeping you informed. You didn't lose your bag and your contract is with the airline directly.

How hard can it be to give good service and correct an issue.

 

[anat0l]

If you flew DPS then domestic baggage services are who you need to contact because the international (long haul) arm doesn't fly to DPS, those flights are handled by short haul. You need to contact baggage services in Melb and file a report. They will give you a number then you can properly follow it up.

That's rather confusing. Doesn't explain why the OP was rebuffed by Domestic Baggage Services as in their OP, though it could've just been a mistake.

In any case, the OP will need to present themselves at the airport or get in touch with either to file a report and obtain a reference.


It is irresponsible that the OP did not receive a reference in the first place, though suffice to say it is unclear whose lack of responsibility caused this error.


If someone else in J class has had their luggage in hand then perhaps the situation "may resolve itself", but it's rather unsettling without a paper trail (and finding the luggage eventually solves an issue but not the problem).

 

[markis10]

Sometimes things have a way of working themselves out, given its been a little bit of 24 hours, I would not be surprised if they are trying to find you.

 

[Justchecking]

That's rather confusing. Doesn't explain why the OP was rebuffed by Domestic Baggage Services as in their OP, though it could've just been a mistake.
).

I didn't read the OP as the pax getting rebuffed. To me it seemed like the pax decided for himself they would be of no help since they are domestic. I agree though it is confusing and at the end of the day lost baggage is lost baggage and should be handled by a lost baggage dept regardless of where the flight originated from. Mind you if I buy a faulty iron at a shop I 'should' be able to return it to the shop and get a replacement. Not waste half my life trekking out to whoop whoop and lodging the item in for repair myself in some industrial estate. However that doesn't appear to be how life works these days.

Welcome to the modern world.

 

[anthonycarusi]

Hi all firstly thanks for all your help.
I've just got of the phone with the overseas Call Centre operator and after 1hr and a bit they have managed to find my luggage
I must admit a lot of my frustration was the local call centre advising me just to keep calling 03 9339 1786..
The overseas operator was brilliant, every 10 min she came back to me to advise she was still trying to locate baggage staff etc...

Now if I could just remember her name I would send an email complimenting her for great service

Morale of the story - Be polite & give O/S call centre a chance

Regards

Anthony

 

[fragment_ed]

Hi all firstly thanks for all your help.
I've just got of the phone with the overseas Call Centre operator and after 1hr and a bit they have managed to find my luggage
I must admit a lot of my frustration was the local call centre advising me just to keep calling 03 9339 1786..
The overseas operator was brilliant, every 10 min she came back to me to advise she was still trying to locate baggage staff etc...

Now if I could just remember her name I would send an email complimenting her for great service

Morale of the story - Be polite & give O/S call centre a chance

Regards

Anthony

Hi Anthony,
I'm glad your luggage was found!
I am trying to track mine down from VAus. Can you please tell me the number of the overseas call centre you contacted and how you went about getting your luggage back?
Thanks!

 

[anthonycarusi]

Hi Frag,
From memory I called 13 67 89, there is an option for lost luggage. Did you advise any V Staff that your luggage was lost ?
Once they find it, they will send it to you via a taxi : )

Hope this helps.. good luck

 

[fragment_ed]

Hi Frag,
From memory I called 13 67 89, there is an option for lost luggage. Did you advise any V Staff that your luggage was lost ?
Once they find it, they will send it to you via a taxi : )

Hope this helps.. good luck

Thanks so much for getting back to me!
I spoke with the baggage staff at Melbourne International Airport. I guess they are somehow linked to V Aus. They gave me their contact details in a V Aus envelope but the name of the baggage services is TOLL DNATA Baggage Services. The baggage services people couldn't find the bag in the system at all, and every day I call them and they tell me that the "system is still tracing". I have a reference number for the World Tracer System and that also says 'still tracing'.

I feel like I am being made sit and wait and I don't see how that is helping.
I will give that number a call and see how I go. Did you send in the lost baggage claim form from the VAus website? I wonder if that will help too?
How many days from when your bag was lost until it got back to you?

Thanks again!

 

[fragment_ed]

Thanks so much for getting back to me!

I feel like I am being made sit and wait and I don't see how that is helping.
I will give that number a call and see how I go. Did you send in the lost baggage claim form from the VAus website? I wonder if that will help too?
How many days from when your bag was lost until it got back to you?

Thanks again!

Hi Anthony,
I tried that number, but there wasn't an option for lost luggage. I was put through to the 'Long Haul' department but they didn't have much information.
Do you have any other numbers that I could try please?

Thank you!