Qantas Ignoring Delay Baggage Compensation Claim. Options?

LSwiss-herb on 22/08/2022 - 19:08

I wasn't even able to initiate the process.
I got documentation from the airport when my luggage didn't arrive with me. I submitted a customer ticket online on the Qantas website. When I didn't hear back, I submitted another customer ticket. I tried calling 131313, the staff on the phone said they can't help me as they are "ticketing not customer service" and "cannot direct me to customer service because there is none" (yes those were his exact words). I also tried the Baggage Service number which directs me to 131313. In total, with the two online customer service ticket and the phone calls, I tried to follow this up 7 times. It's been like 7 weeks. What should I do? What are your experience in this situation.
Small claims tribunal? How long does that take?
I also submitted my claim via travel insurance, but there is an excess. I believe I am legally entitled to compensation from Qantas.

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Comments

  • bobbified on 22/08/2022 - 19:21
    -2

    Baggage Service number which directs me to 131313.

    According to the more recent news, it should redirect to Alan Joyce's office! There's a major staff shortage at Qantas (and other airlines) at the moment, especially around the baggage, so I probably wouldn't be expecting too much from them for the time being (not that they shouldn't be held responsible, but to avoid wasting your own time and avoiding further disappointment)_.

    I also submitted my claim via travel insurance, but there is an excess.

    It's been 7 weeks - Is insurance paying you out? I'd just let insurance sort it out and worry about the excess later. Even if you don't eventually get the excess back from Qantas, it'll be a small amount compared to the total loss of the luggage value.

    Also, keep a lookout for your $50 apology too! They're trying to copy the politicians by paying people to like them.

    • Swiss-herb on 22/08/2022 - 20:26

      Still waiting on the insurance, submitted the claim last week. But I am interested in what others in the same boat are going through and what was the compensation process for them. This is obviously happening to many people..

    • JimmyF on 23/08/2022 - 09:41

      There's a major staff shortage at Qantas

      If only just maybe….hear me out…. they didn't sack all those staff at the start of the year!

      A lack of 'staff' is Qantas issue, not the customer. The customer is still paying for services and are entitled to those services.

      • bobbified on 23/08/2022 - 09:42

        It is definitely an airline issue. But regardless of who's fault it is, the fact is, there is still a current shortage of staff.

        • JimmyF on 23/08/2022 - 09:44

          If they don't have the staff, then Qantas needs to stop selling tickets for services they can't deliver. Its not overly hard concept to manage.

    • bobbified on 22/08/2022 - 19:38
      +1

      From the website:

      "For any issues with customer service, you must first contact the airline to make a complaint and wait for the outcome".

      Pretty difficult if there's no-one at the airline to complain to in the first place! 😂

      • Swiss-herb on 22/08/2022 - 20:18

        Yes. They did not respond. Its been over a month. I do have email proof that I submitted the 2 customer service tickets tho. I also contacted the aviation customer advocate. They said I "did not complete the complaint process" so they cannot help me.

        • [Deactivated] on 22/08/2022 - 20:38

          who watches the watchers?

  • randomusername2017 on 22/08/2022 - 21:44
    +1

    "swiss herb" sure it wasn't intercepted by border force….

    • Swiss-herb on 22/08/2022 - 22:05

      Nah I got my luggage 3 days later but I had to purchase heaps stuff

  • Drakesy on 22/08/2022 - 23:47

    I believe I am legally entitled to compensation from Qantas.

    Where in the ts and cs does it say this?
    Isnt this what travel insurance is for
    If you got your luggage 3 days later what do you think you should be entitled to?

    • Swiss-herb on 23/08/2022 - 01:37

      I would be entitled to essential things I purchased during that 3 days like toiletries, clothes, etc.
      "Where in the ts and cs does it say this?" —> Montreal Convention. Have a read of your rights. If you want to read about it you can read about it on the Qantas website. Or do your own research. Obviously you haven't read what I wrote about travel insurance.

      • Drakesy on 23/08/2022 - 08:29

        so how much do 3 days of toiletries and clothes set you back?

        • Swiss-herb on 23/08/2022 - 16:04

          $500 AUD or so, this is in another country

          • Drakesy on 23/08/2022 - 16:12

            @Swiss-herb: Jaysus
            Where'd you shop?
            Polo?

            • Swiss-herb on 24/08/2022 - 02:17

              @Drakesy: Thanks for your message. I bought my stuff overseas. I was in the downtown area. You can't expect other countries have prices as cheap as kmart. Also the toiletries are expensive.

  • Ughhh on 23/08/2022 - 00:02

    How long was the delay and was it on a returning (to home) flight?

    • Swiss-herb on 23/08/2022 - 01:38
      +1

      3 days.
      Yet it had caused a loss of time and tremendous stress to replace those items in an another country

  • fullmetal on 23/08/2022 - 09:00

    Sue them for compensation, send them a lawyer letter.

  • SirFlibbled on 25/08/2022 - 10:45

    What was your loss for the luggage delay?

    I've had my luggage delayed 3 times in the last 2 months. The shortest time it took to get my luggage was 8 hours. The longest was 16 hours. The total cost was about $10 for some deodorant and I just had to wear the same clothes the next day until it showed up.

    If you want compensation, you need to first show a loss and then the question is, is the effort worth it? In my case it was no.

    • Swiss-herb on 29/08/2022 - 22:57

      I lost my luggage for 3 days in an overseas country. Of course there is a loss. There are receipts. It's $500, a significant portion of the fare.

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