Qantas Damaged Bag

[justinbrett]

Your bag got the World Platinum treatment.

 

[kangarooflyer88]

Much like YVR I guess …

In fairness to YVR, they have a decent OneWorld lounge out of there with Cathay Pacific. I'm unsure if there is a First lounge in there but will be sure to check it out as a valued World Platinum flying OneWorld internationally.

Your bag got the World Platinum treatment.

In fairness it was on an international itinerary: QF9 from Melbourne to Perth. Not sure about the Platinum part, though!

 

[opusman]

Why would you put in a first class lounge at an airport you don't operate first class from?

*cough* AKL *cough*

 

[kpro]

AKL

That's more of a 'legacy' lounge though, which is being replaced by a business only lounge and really should have been many years ago.

There are cities that had an F lounge, but were taken away when service stopped (EG BKK, SIN). Though it does beg the question, did QF ever have an F service to Auckland?

 

[kangarooflyer88]

Unsure how we got to the discussion of lounges but getting back to the topic at hand. Is 4 to 6 weeks a reasonable amount of time to spend waiting for reimbursement on my damaged luggage? What does Australian Consumer law have to say about a carrier's obligation to luggage? Are they required to replace damaged luggage up to a fixed amount (similar to the provisions of the Montreal Convention), or is it the Wild West where anything goes? Was I reasonable in buying a new bag versus having to drag around that damaged bag with its broken handle to PER and back to my home near Hornsby?

-RooFlyer88

 

[thebmw]

Unsure how we got to the discussion of lounges

That would be you...

But it is high time for Qantas to start putting in things like a First class lounge like you find at Melbourne and Sydney.

 

[Happy Dude]

And after all that effort to get on to QF9 too!

UA ripped a wheel off my well worn but perfectly functional samsonite into LHR, and replaced it on the spot with a brand new but equivalent size no name bag. Waiting wasn't an option even if it could have been repaired. QF should be able to do better than the months they're expecting you to endure.

 

[kangarooflyer88]

And after all that effort to get on to QF9 too!

And checked in at the First counter too! With that being said, this certainly could have happened on any flight. I suppose I was just unlucky here (maybe it was karma balancing out the "win" I had transferring from QF777 to QF9).

 

[kpro]

Is 4 to 6 weeks a reasonable amount of time to spend waiting for reimbursement on my damaged luggage?

So going back even further, when I did a claim upon arriving back to Australia with a damaged handle in 2014. Report of damaged bag was sent on the 15th November, claim was processed and I got a response on the 4th December. So a little less then 3 weeks?
The resolution was a straight forward, bring it in to this store, give them this reference and they'll fix it for free for you. Yours is a little more complex as you've already purchased a new bag. It might be easier, if you still have the original bag, to ask for that to be repaired? Then keep the new one as a spare?

and replaced it on the spot with a brand new but equivalent size no name bag.

I should've mentioned in my post #3, that the bag was replaced with an equivalent sized hard case bag - from the same brand.

 

[kangarooflyer88]

So going back even further, when I did a claim upon arriving back to Australia with a damaged handle in 2014. Report of damaged bag was sent on the 15th November, claim was processed and I got a response on the 4th December. So a little less then 3 weeks?
The resolution was a straight forward, bring it in to this store, give them this reference and they'll fix it for free for you.

Which is what I would have done if I wasn't in PER and had a flight back to SYD the following day.

Yours is a little more complex as you've already purchased a new bag. It might be easier, if you still have the original bag, to ask for that to be repaired?

The notice I originally received from Qantas said that they would get in touch with me with next steps. Well I waited several days with no response on that. There was a baggage repair shop in Perth which said they might be able to repair it but by the time they got back to me I was scheduled to depart the following week day so no go.

Then keep the new one as a spare?

In the end I chucked that one out and got a new one. Yes, I could bought the new one and waited for Qantas to come back with a repair, but I've spent too many resources on this issue. Specifically, I was on the phone with them for 45 minutes to follow up on the report, another 15 minutes at the airport for the damage report, etc. If Qantas approved the repair, I'd then have to find a shop to repair it, lug it down there, wait some more. It's just way too much work for something that Qantas should have come back with a solution rapidly. Damaged baggage happens all the time on all airlines. How you respond to that matter is crucial. Telling customers to wait 4 to 6 weeks means customers will chuck out the bag since you haven't given them a solution to repair it rapidly in time for their travels and bags can be bought so cheaply these days that it is environmentally more friendly to chuck the damaged bag and get a new one (even if it is ecologically a disaster).

-RooFlyer88

 

[tdimdad]

...bags can be bought so cheaply these days that it is environmentally more friendly to chuck the damaged bag and get a new one (even if it is ecologically a disaster).

How did you manage to get those two into the same sentence?

On a more serious note, it's probably safe to presume that QF understands that many Wordly Platinums(TM) may have tight turnarounds and frequent departures. It'd be to their advantage to act equally quickly and keep those pax in the good books, especially when they can see that someone is not at their home port. The handcuffs can hold someone only so long of the service is lacking.

 

[DC3]

Feel for you. However, hard shell is a no-no for me.

 

[kangarooflyer88]

How did you manage to get those two into the same sentence?

Buying a new bag is good for my own environment as there is less faffing about. But it is ecologically a disaster to throw out what is otherwise a perfectly good bag because the handle doesn't work. It is a contradiction and one that I do find hard to square away.

On a more serious note, it's probably safe to presume that QF understands that many Wordly Platinums(TM) may have tight turnarounds and frequent departures. It'd be to their advantage to act equally quickly and keep those pax in the good books, especially when they can see that someone is not at their home port. The handcuffs can hold someone only so long of the service is lacking.

To be fair this is the first time I have had my checked bag damaged having taken over 270 flights so far (pre COVID most were carry on but during and post-COVID it was all checked due to the time savings involved). So I have no comparison about whether this is appropriate or not. I cannot tell you that the response so far is better or worse than when I flew Air Canada, United or FinnAir, because I haven't had them break my bag on me. Is it difficult to fix a handle which has separated from one of the rods connecting it to the case? Again, I am no suitcase expert, that's what I was hoping the gent at the baggage claim desk could help me with (but they didn't). I found a luggage repair place in Perth but it was a decent drive and they weren't sure they could fix it without me first taking it into the store.

It's for these reasons why I think I will purchase a higher quality luggage next time. Rimowa luggage whilst pricey (checked bags start at the $1400 range), do offer a lifetime warranty including for wear and tear on functional items. They also have service centres around the world where they can fix your bag on the spot. Then again, it is a big investment on a bag.

-RooFlyer88

 

[mbell1510]

My Samsonite bag came out on the carousel at Sydney T3 on Monday missing a wheel, which is not ideal when flying out again on holidays in a few days time. Saw Baggage Services who have did some paperwork and have also had to complete the online form on "what to do next" in getting it repaired. Will also keep you posted on how I go

 

[KSC]

Buying a new bag is good for my own environment as there is less faffing about. But it is ecologically a disaster to throw out what is otherwise a perfectly good bag because the handle doesn't work. It is a contradiction and one that I do find hard to square away.

To be fair this is the first time I have had my checked bag damaged having taken over 270 flights so far (pre COVID most were carry on but during and post-COVID it was all checked due to the time savings involved). So I have no comparison about whether this is appropriate or not. I cannot tell you that the response so far is better or worse than when I flew Air Canada, United or FinnAir, because I haven't had them break my bag on me. Is it difficult to fix a handle which has separated from one of the rods connecting it to the case? Again, I am no suitcase expert, that's what I was hoping the gent at the baggage claim desk could help me with (but they didn't). I found a luggage repair place in Perth but it was a decent drive and they weren't sure they could fix it without me first taking it into the store.

It's for these reasons why I think I will purchase a higher quality luggage next time. Rimowa luggage whilst pricey (checked bags start at the $1400 range), do offer a lifetime warranty including for wear and tear on functional items. They

Make sure you stick to their polycarbonate range. Aluminum range will get dented very quickly.

 

[auriga]

It's for these reasons why I think I will purchase a higher quality luggage next time. Rimowa luggage whilst pricey (checked bags start at the $1400 range), do offer a lifetime warranty including for wear and tear on functional items. They also have service centres around the world where they can fix your bag on the spot. Then again, it is a big investment on a bag.

-RooFlyer88

I am not sure that they are any better than any other decent quality luggage.
The polycarbonate ones definitely do crack.
Their wheels are not the quietest.
Even if they are covered by warranty, what about the turn around time. What happens when you are in the middle of a trip?

 

[oz_mark]

Unsure how we got to the discussion of lounges but getting back to the topic at hand. Is 4 to 6 weeks a reasonable amount of time to spend waiting for reimbursement on my damaged luggage? What does Australian Consumer law have to say about a carrier's obligation to luggage? Are they required to replace damaged luggage up to a fixed amount (similar to the provisions of the Montreal Convention), or is it the Wild West where anything goes? Was I reasonable in buying a new bag versus having to drag around that damaged bag with its broken handle to PER and back to my home near Hornsby?

I don't thnk the ACL has much to say about airline damage to luggage. It is more about the luggage being made properly and being fit for purpose.

 

[Quickstatus]

It is more about the luggage being made properly and being fit for purpose.

They should come with baggage handler ratings:
Fragile
Normal
Qantas

 

[serfty]

They should come with baggage handler ratings:
Fragile
Normal
Qantas

Why do I see FNQ?

 

[pyffii]

Arrived in London yesterday off QF1 and found one of my suitcases with both wheels snapped off….submitted my claim after discovering the damage when loading into the car service and QF denied my claim saying that their T & C explicitly state that any damage to wheels handles zips etc are excluded which in their language says they are not responsible for anything that damages your case and go claim on private insurance…had to buy another case immediately as going on a cruise and the $200 excess not worthwhile as the case only cost $287….do I have any recourse with Qantas or do I say the trip just cost extra !!