When Emma Bradley landed in Perth on a go to to her mother and father from her dwelling in Wales, she was approached by Qantas workers and informed her bag had been left in Singapore.
She wouldn’t see it once more for 3 months.
Bradley spent about $1,300 changing her garments and different objects after the flight on 3 June, however mentioned Qantas supplied her simply $120 in compensation.
Bradley mentioned she spent her vacation attempting to recuperate her lacking bag.
“It simply by no means got here,” she mentioned. “My month at dwelling was me calling Qantas each week, them telling me ‘you’ve known as the unsuitable division’, me being like ‘that is the quantity they informed me to name’.”
Bradley went again to Perth airport a number of occasions to see if she might communicate to somebody in particular person, however nobody might inform her the place her bag was.
On 24 August, two months after she received again to Wales, she obtained a name from Qantas saying the bag could be delivered to her mother and father’ place the following day.
“I used to be like ‘no, I’m in Cardiff’,” she mentioned. “It received to me in 24 hours.”
Bradley lodged a declare for compensation for the garments she had to purchase, and after two months of calling the airline was supplied $120. She informed them that was not adequate they usually closed her declare. To get any compensation, she now needed to begin the entire course of once more, she mentioned.
“It’s simply irritating, I might use that cash – gasoline and electrical energy is so costly.”
The nationwide service has been beneath hearth for shedding baggage because it outsourced about 1,700 floor workers jobs at first of the pandemic.
Miner Ash Divakaran flies regularly for work inside Australia, and mentioned Qantas had misplaced his bag six occasions prior to now six months.
“Most occasions it arrives on the following flight, however that normally means I miss the following day’s work,” Divakaran mentioned.
“The worst was on a [Melbourne to Brisbane via Sydney] flight, the place they misplaced one in every of my baggage for per week. Apparently it was sitting at Sydney and wasn’t placed on the conveyor belt.”
Divakaran mentioned he was compensated $200 for the week he misplaced his bag.
John Middendorf spent six weeks attempting to find a lacking bag after flying with Qantas earlier than it was lastly returned – by Virgin.
Middendorf, who lives in Hobart, had been visiting family within the US. He booked his ticket by way of Qantas, which companions with American Airways.
When he landed again in Hobart, he was informed by Qantas his bag, which was carrying a set of useful journals, had been misplaced on the best way.
“For six weeks I attempted to contact Qantas,” he mentioned. “They wouldn’t acknowledge the file quantity, they might advocate I name customer support and arrange a buyer care request. This was all fruitless.”
He mentioned each time he known as he was requested to present all the data once more, as no report was stored of his earlier calls.
He ended up establishing three completely different requests earlier than his bag was present in Dallas by United Airways, whom he didn’t fly with, and despatched dwelling on a Virgin flight.
“Then I get these follow-up emails from Qantas, I’m attempting to inform them it’s been discovered and I simply get the e-mail saying ‘your buyer care e-mail is invalid’. I can’t even inform them they discovered the bag.”
One New Zealand girl, who didn’t need to be named, mentioned she had been ready for her bag for nearly a month and, regardless of calling quite a few occasions, had been contacted by the airline solely as soon as.
She flew from Auckland to Abu Dhabi, transferring by way of Sydney on 25 August. When she landed she was informed by the Abu Dhabi baggage service that one in every of her checked-in baggage had not been scanned when she boarded the aircraft.
She mentioned she had been calling the airline each week since however had obtained just one e-mail saying it was being investigated.
“Qantas’s quantity is so onerous to get by way of,” she mentioned. “The minimal wait time for the decision is 40 to 60 minutes.
“When you get by way of the workers aren’t capable of give options, all they mentioned was ‘it’s a special division, I’ve forwarded all the main points to baggage workforce’ or ‘the luggage workforce will name you again inside quarter-hour’ or ‘it’s important to attain baggage workforce by way of buyer care portal’.
In a press release, a spokesperson for Qantas mentioned the charges of misplaced baggage for the primary half of September had fallen under pre-Covid ranges.
“The speed of mishandled baggage on Qantas is now 5 in 1,000 passengers for home and 6 in 1,000 passengers for our worldwide providers,” the spokesperson mentioned. “Earlier than Covid it was 5 in 1,000 passengers.”
They mentioned they might apologise to the shoppers who had misplaced their baggage, however in a few of circumstances these have been advanced itineraries involving a number of airways.
“In a single case, the baggage was misplaced with one other airline earlier than they linked on to a Qantas flight. Within the different case, there was a ticketing error that prevented the baggage from making its connecting flight,” the spokesperson mentioned.
“We returned the baggage to Ms Bradley final month, and are persevering with to work on the return of [the New Zealand woman’s] baggage.
“We can be contacting each prospects to apologise for the inconvenience and talk about their claims.”