Qantas criticized for charging $380 extra after losing luggage
Sydney woman says she will never fly Qantas again after losing her luggage for a week and then hitting her with $380 excess baggage charges on the return trip for replacement items purchased before the missing bag does not materialize.
Three hours after the bag of Corrinne Olsen and her husband Peter did not show up at Denpasar airport on July 2terminal staff gave them $60, a set of pajamas and a toothbrush.
In the following days, the couple attempted to get updates on the missing surfboard ‘coffin’ bag, which also contained toiletries, shoes and other travel essentials. But the online tracking process was not working and there was no phone number to call.
A week after their arrival in Bali and five days before their departure date, the bag arrived. By this time, the couple had already replaced the missing elements.
When they went to check in for their flight back to Sydney, they were hit with a $380 charge for 11 kilograms of excess baggage. The Olsens attempted to explain the situation to a Qantas employee at the airport only to be told ‘either pay or stay’.
Mrs. Olsen said The Daily Telegraph this week, she was amazed.
“Why should I pay excess baggage when they lost the baggage?” she says. “I will never travel with them again – ever.”
Qantas has been in the limelight for baggage handling since laying off 2,000 ground staff during the pandemic in an outsourcing decision that the Federal Court has since ruled illegal. Then, at Easter this year, the airline’s ‘mismanaged’ baggage fares doubled to pre-Covid levels, which it said was due to staff shortages caused by Covid and the flu.
After The telegraph asked Qantas about the treatment of the Olsens, the airline said it would refund excess baggage charges.
Ms Olsen said she now had a plan to keep track of her luggage in the future – when traveling on other airlines. Meanwhile, Qantas claims there has been a big change in its “mishandled baggage rate”.
Read the full story at The Daily Telegraph.