Jetstar Baggage Services - thanks for nothing!

[Timtammi]

Yesterday I travelled back from BKK to MEL on QF30 arriving this morning.
I had purchased a quite expensive hand bag at the BKK airport which was in a black carry bag and placed alongside my husband's carry-on in the overhead above our seats in the *class cabin. Due to restrictions in space by the time we boarded I placed my main carry-on bag in the overhead across the aisle.

When we arrived this morning I was still a bit groggy from taking a stilnox the night before and both my husband and I grabbed our carry-on bags and left the aircraft. It wasnt until I got home a good 2 hours later that I realised I had left the carry bag with the brand new handbag in the overhead.

After a few false starts and the run around on various number I managed to locate the line for Jetstar baggage services at MEL. After getting voicemail 3 consecutime times over 2 hours I finally got through and was told the bad news that it had not been handed in. They told me they don't take details, or call people back, or give you reference numbers you just have to keep on calling back.

I figured it was gone for good, especially as they confirmed they did have other things handed in from that flight but not my item so I called my insurance company.
They confirmed that it would probably be covered as long as I could provide the following:

1. proof of purchase -no problem, I have the receipt.
2. proof of travel - no problem, I have my boarding pass
3. Something in writing or a reference number from Jetstar confirming that I had reported the loss and that the item had not been handed in.

Big Fail on 3. On calling back and explaining they simply refuse to give any kind of acknowledgment of the simple facts ie "I called, they don't have it" claiming that would mean they were accepting responsibility. I tried to point out that it had nothing to do with responsibility, it was a simply confirmation that I had contacted them and they did not have it. They refused stating "company policy" and I could not even get the girls full name, "we only give out first names".

I dont blame the girl in question personally, she was nice and quite sympathetic but now I'm in the unenviable position of having to try and plead my case with the insurance company and hope they accept my story.

Surely a simply confirmation of the facts in writing is not too much to ask? Thanks Jetstar - for NOTHING!

Cheers

Timmi

 

[ozbeachbabe]

I take it you were on JQ30 not QF30 as I first wondered why you would be calling Jetstar baggage if you flew on Qantas.

I would ask the insurance company what to do in light of JQ not giving written confirmation. I'm sure they've probably had to deal with this issue before & besides they are more than welcome to call JQ themselves as the airline is obviously going to verify what you've already said.

Perhaps give the Stilnox a big miss next time as you want to be alert as possible even at that time of the day or at least be one of the first to board the flight so your carry luggage is in the overhead locker above your seats not across the aisle.

 

[Timtammi]

Yes sorry, JQ30.

Of course I dont blame JQ for my stupidity in leaving it on the plane. Nor do I blame them that it wasnt subsequently handed in, I guess in this day and age if something does turn up you are really lucky. But I do think they could be more cooperative.
Yes they will probably confirm verbally IF they remember. It could take my insurance company some weeks to process my claim and if there is no reference number and nothing in writing who is to say they will even remember my call? Actually its been 3 calls now, and I will call again tomorrow and the next day just to be sure it doesnt turn up. Maybe that will help them to remember.

Cheers

Timmi

 

[Ikara]

Send them an email. Don't know who to, but send someone an email.

Just realised that Simon Westaway is on the site. Get him to verify your posts here and/or your calling JQ!

JB

 

[one9]

Surely a simply confirmation of the facts in writing is not too much to ask? Thanks Jetstar - for NOTHING!

Cheers

Timmi

For once, I agree with Jetstar on this one. Your problem is with your insurance company - not Jetstar. Jetstar is a budget airline and you can't expect them to spend time on special customer requests. Ideally they would offer to write you a letter if you paid them a fee.

The insurance company is the one with the problem. Insurance companies love to put in barriers or make difficult demands to help reduce their claims. You should explain the situation to the insurance company and put some pressure on them. Your case is reasonable to not have a written confirmation. Alternatively if your insurance company does not see the light, I am fairly certain they would accept the claim if you provided a statutory declaration detailing that you have reported it to Jetstar and the reasons why they can't provide confirmation. (If not, I am sure the Insurance Ombudsman would agree)

 

[Ikara]

God I hate logic! Give me emotion every time. Well said "one9". Still like the emotion of a good argument though!

JB

 

[NM]

because it was not a checked bag, Jetstar has no responsibility for the bag, which is why they are not going to provide a reference number or take details etc. Its disappointing, but understandable.

You could possibly send in a properly signed and witnessed statutory declaration with all the details (date, flight number etc) as suitable "evidence" for the insurance claim.

 

[Timtammi]

Thanks for the advice all. I will pursue with the insurance company without anything in writing from Jetstar. I understand it wasn't checked luggage and so they don't have any responsibility but I still maintain that its not unreasonable to expect some sort of written confirmation from them that they don't have the item!

If anyone has an email address I can lodge something in writing to them please let me know. I can't find one!

Cheers

Timmi

 

[NM]

Thanks for the advice all. I will pursue with the insurance company without anything in writing from Jetstar. I understand it wasn't checked luggage and so they don't have any responsibility but I still maintain that its not unreasonable to expect some sort of written confirmation from them that they don't have the item!

Whether or not Jetstar has the item is not relevant to any insurance claim. So written confirmation from them should not be required. Be sure to state in the Stat Dec all the actions you have taken to attempt to locate and recover the item. A Stat Dec should not be filled with emotion and should only state facts. The insurance company may even provide you with a list of things that need to be addressed in a Stat Dec.

 

[Happy Dude]

If it is Jetstar "company policy" (as told to you) not to provide any record of contact etc, perhaps Jetstar could forward a copy of the policy for you to include in support your insurance claim?

 

[medhead]

For once, I agree with Jetstar on this one. Your problem is with your insurance company - not Jetstar. Jetstar is a budget airline and you can't expect them to spend time on special customer requests. Ideally they would offer to write you a letter if you paid them a fee.

I'll make a big assumption that jetstar is an Australian company. There are legal requirements for australian companies that wish to handle their own lost property services and that includes taking reports of lost property. Otherwise, if jetstar don't want to do lost property correctly then they are supposed to be handing everything over to the police to deal with.

I also find it strange that anyone can suggest that jetstar are not required to document their lost property functions. The insurance company is simply asking for evidence that the loss has been report to jetstar, there is absolutely no requirement for jetstar to take responsibility of the loss.

It is beyond me how a company like jetstar can fail to have properly documented systems in place. If I catch a train in Sydney cityrail has a lost property process. They have thousands more pax than jetstar and the mere fact of reporting something lost does not make cityrail responsible for the loss.

Perhaps if jetstar are incapable of taking the report as required then the OP needs to report it to the police.

The OP and the insurance company have a pretty simple and standard request. Jetstar is an absolute joke if they don't have a system in place. It makes me wonder what else jetstar fails to document.

 

[markis10]

This is a recurring issue that has been with us for some time:

http://www.australianfrequentflyer....ed-flight-changes-poor-5210-5.html#post208962

http://www.australianfrequentflyer....st-handbag-jetstar-flight-thursday-25109.html

Angry Flyers Lounge-Qantas & the missing Kindle – Plane Talking (read the comments)

 

[serfty]

because it was not a checked bag, Jetstar has no responsibility for the bag, which is why they are not going to provide a reference number or take details etc. Its disappointing, but understandable. ...

To be clear here, carry-on (or "unchecked") baggage is indeed covered by the "Montreal Convention" but only to the extent that the carrier is liable if the damage resulted from its fault or that of its servants or agents. (The Carriage by Air Acts (Implementation of the Montreal Convention 1999) Order 2002 - see Article 17)

So while it may be debatable whether Jetstar has any responsibility for the bag in this particular case, the fact that bag was "carry-on" does not in itself absolve the carrier from responsibility.

 

[medhead]

And from my reading the OP is simply asking jetstar to acknowledge that they have reported the carry on baggage as lost. Not to take responsibility.
Of course, the insurance company might try to pin it on jetstar but that would be a separate issue.

 

[Timtammi]

Medhead, your thoughts mirror mine exactly.

I told Jetstar I in no way held them responsible for my stupidity but was simply asking them to cooperate by giving me something to prove that I had reported it to them as lost/missing for the purposes of claiming on my insurance. They said "no go" simply falling back on the "company policy" line and suggested I keep ringing back as no report would be filed and no documentation kept about my calls.

Apparently all they do is document stuff that is handed to them ie what it is, when they got it, where it was found and just sit back and wait for the phone to ring with people asking for stuff. If the caller happens to be able to identify something they have in their possession then they can claim it back. Otherwise it just sits there I guess and there is never any "matching up" with people's calls etc. Hence the request that I just keep ringing back in case it turns up!

I have now lodged a claim with the insurance company explaining that I could not provide required report as its Jetstar company policy not to provide such. Fingers crossed it goes through and I get reimbursed for the loss.

Cheers

Timmi

 

[ButFli]

Whether or not Jetstar has the item is not relevant to any insurance claim.

I would suggest that it is highly relevant. If Jetstar has the item then it is not lost or stolen and there is no valid claim under insurance.

 

[straitman]

I would suggest that it is highly relevant. If Jetstar has the item then it is not lost or stolen and there is no valid claim under insurance.

I do not agree.

As far as the OP is concerned the item is lost. Until 'someone' returns or replaces the item it is still lost to the owner.

 

[trippin_the_rift]

Depending on how you purchased the bag - some credit cards provide Purchase Security Insurance which won't require confirmation from the airline...

EG: 90-day Purchase Security Insurance - Insurance against loss, theft or breakage over a range of new personal items when the purchase is charged to your ANZ Frequent Flyer Platinum credit cards.

 

[Timtammi]

I thought I should post a follow up to this thread with the outcome for those of you who might be interested.

Claimed the bag as lost on Amex Plat Charge card travel insurance. Purchase not made on that card and had checked before claiming that if granted there was no deductible.
Explained in claim re Jetstar "policies" and submitted purchase receipt and boarding pass for flight.

To my surprise and delight they settled the claim without further questions within one week! Actual money paid to my nominated bank account within 10 days and with enough time for me to order and receive a replacement bag before Christmas!

So alls well that ends well I guess

cheers

Timmi

 

[Moopere]

Big Fail on 3. On calling back and explaining they simply refuse to give any kind of acknowledgment of the simple facts ie "I called, they don't have it" claiming that would mean they were accepting responsibility. I tried to point out that it had nothing to do with responsibility, it was a simply confirmation that I had contacted them and they did not have it. They refused stating "company policy" and I could not even get the girls full name, "we only give out first names".

I see this has been satisfactorily resolved now but couldn't resist a comment.

What would happen I wonder if you were to call JQ and tell them that your conversation was being recorded for training, quality and insurance purposes?

Hahaha