Qantas Baggage Issues

[john_dkn]

I lost my checked baggage on Flight QF 447 from Sydney to Melbourne, which arrived in Melbourne around 6pm July 9. It's been 10 days since I arrived in Melbourne and I still don't have any of my winter clothes and other personal belongings that are essential to my stay. All the assistance I got from Qantas baggage services so far is the file reference number. I phoned 1300 306 968 and checked the worldtracer site several times every day, but I've got so many excuses to date that I'm losing any hope of seeing my baggage again.

I really don't know what to do, what frustrated me the most was that the flight was only domestic. I really don't know if I should fly with Qantas in the future....

 

[tgh]

I am sure many sympathise.. but you are also luckier than most ..
Just imagine arriving in some godforsaken hole like... er heathrow.. or even worse transit through that gfsh ...to an even less desirable destination .. only to find an agent with limited english, a queue twenty metres long, and the last broken down donkey cart to the last hotel about to leave.
There may go ye .. be thankful....

 

[serfty]

Qantas should be able to provide you with some level of assistance; they have the means to do so at the airport (they avoid doing so if at all possible). One has to know how to pleasantly demand such assistance.

You could go and purchase some emergency clothing and send copies of the receipts with a claim to Qantas.

Also, do you have travel insurance?

By law if your bag does not show up the limit of compensation Qantas HAVE to pay can be up to $960 ($30 per KG, [1 XDR per lb]) under the Warsaw convention.

here some more references:

• http://www.frequentflyer.com.au/community/your-questions/baggage-delays-etc-only-travel-13021.html

Interestingly, most passengers already have a level of inbuilt cover for Baggage Delays/Loss. The only issue is in making a timely claim.

The level varies depending upon the "treaty" that applies, whether it's Warsaw or Montreal.

In regard to compensation limits for lost luggage, Montreal is more generous (~$1750) and while all flights within and many to/from Oz are currently under Warsaw (~$30 per Kg), this is soon to change:

• Flight delayed? Send an $8000 bill - Travel - smh.com.au

Now, in regard to actually making such claims successfully, that's another matter. Maybe a good idea for an AFF KB (Knowledge Base )

More references:

• http://www.frequentflyer.com.au/com...ght-delayed-send-8000-a-12700.html#post165038
• http://www.frequentflyer.com.au/com...luggage-compensation-tg-12548.html#post163288
• The Ultimate Baggage Lost / Delayed / Stolen / Damaged Thread - FlyerTalk Forums

 

[insider]

Sorry to hear that. It will probably take longer now to get your bag as I know a friend of mine in baggage services and they are days behind and management won't pay them to stay back and keep processing all the lost luggage. Good Luck

 

[john_dkn]

Thank you so much for your feedback, it definitely makes me feel better..

Qantas will send me the claim form on Monday so maybe something would work out...

Do you guys have any tips for this case? Like how to fill the claim form?

 

[insider]

you are entitled to compensation from baggage services up to a certain amount for the amount of days your luggage is missing. It's called emergency funds. There are conditions like if your away from your home port. Make sure you enquire about it. Also you can write in to Qantas and forward receipts for "reasonable" out of pocket expenses and they will have a look at it and reply back to you. You write to Customer Care 203 Coward St Mascot NSW 2020

 

[Mal]

Also you can write in to Qantas and forward receipts for "reasonable" out of pocket expenses and they will have a look at it and reply back to you. You write to Customer Care 203 Coward St Mascot NSW 2020

I've had to do this twice, and in both cases Qantas looked after me well. I am WP so that may have made a difference. The second time the amount was actually quite high compared to what is the normal compo, so they umm'd and aah'd about it for a couple of days before it was approved.

I think the secret is to not go overboard on your claim, show that you took reasonable steps to trace your luggage before buying new items, and to make sure you can show receipts.

 

[serfty]

Just to clarify, the maximum you can claim is 17 XDR per KG under the Warsaw convention. Usually only for completely lost luggage. However, as posted there is immediate redress available for delayed luggage.

1.00 XDR (Special Drawing rights) = 1.67258 AUD (currently, from xe.com).

So it's just over $28 per Kg for lost luggage ... and that's it.

 

[JohnK]

A couple of years ago after travelling with Qantas I noticed dsmage to the suitcase and the golf travel bag which I was using for the first time.

Took them to Qantas baggage services within 7 days of the flight and they repaired the suitcase and returned a new golf travel bag to me. Even couriered them to my place when ut was ready.

 

[john_dkn]

I've been calling Qantas, and waiting for 3 weeks but no news for my baggage yet I guess it's now lost and what made me really angry is that the flight was only domestic. They did not support me in any way, some even hung up before I said thanks. Their services are horrible!

Well I'll never fly with Qantas again, for sure after this.

 

[vt]

Sorry for your loss, but baggauge loss can happen to any airliine.

I personally would take this opportunity to enjoy the shopping spree your lost bag would give you. Either from QF or from your travel insurance.

 

[liparj]

After a long and late flight home recently I was not impressed to find that my luggage had been damaged so I fronted up to the Qantas baggage desk on my way out of the airport.

With very little fuss I was handed a form to take to a local luggage repairer/supplier, which I did today, and with no questions asked was given a brand new 'name brand' replacement. (pity they wouldn't give me a Rimowa!)

Full marks to QANTAS for their professionalism... I'm impressed.

 

[canabear]

To add my recent experience to this. Last Sunday (3 Jan 2010) I travelled MEL-BNE connecting through SYD. This was the day that the Qantas system had a global meltdown and no baggage systems were functioning according to QF staff. To cut a long story short, after waiting 2 hours in BNE for bags to appear we were told QF had no idea where any of the bags from our SYD-BNE flight were and that they had thousands of bags in the airport to sort through. Was not happy as it was the start of a week long holiday and after being handed an amenities kit each we enquired as to what we were to do about clothing. Were informed that we were entitled to up to $60 each per 24 hours in compensation for essentials and to make sure we kept receipts to send in claim. The bags took 70 hours to arrive at our hotel so I will be sending in a claim for the clothing etc I had to buy and see how I go with QF on this.