A Qantas passenger was left in despair after her luggage containing her mother’s ashes failed to arrive.
The woman went to collect her bags when she arrived back in Australia after flying out of Heathrow Airport on Saturday evening but it was nowhere to be seen.
After four days had passed and with the location of the bag still unknown, the woman’s frustrated partner Annabelle Daniel took to Twitter to explain the situation.
After four days had passed and with the location of the bag still unknown, the woman’s frustrated partner Annabelle Daniel took to Twitter for action (pictured)
‘Hey @Qantas, my partner’s bag is four days’ late from QF2 on Saturday morning,’ Ms Daniel tweeted.
‘It has her mother’s ashes in it… She wasn’t able to see her Mum before she died, or attend the funeral in 2020 due to the pandemic.
‘No responses from your website… Could you help more please?’
‘We understand that this is an extremely distressing situation for this customer and have apologised for the delay in getting their bags to them,’ a Qantas spokesperson said. ‘We are in contact with the family and are providing updates on the bag’s location’
Qantas responded to a query from Daily Mail Australia about the missing luggage on Thursday.
‘We understand that this is an extremely distressing situation for this customer and have apologised for the delay in getting their bags to them,’ a spokesperson said.
‘We are in contact with the family and are providing updates on the bag’s location.
‘The bag has cleared customs and is being couriered to the customer from Sydney Airport.’
The spokesperson blamed the incident on baggage handling problems at London’s Heathrow Airport.
‘Heathrow Airport has had widely publicised baggage issues over recent days which led to tens of thousands of misplaced bags.’
A Qantas spokesperson said: ‘Heathrow Airport has had widely publicised baggage issues over recent days which led to tens of thousands of misplaced bags’ (pictured)
Passengers at Heathrow Airport on Monday had to wait hours to even check in at the understaffed terminal (pictured)
This incident follows other recent issues where furious customers and flight attendants claim Qantas has gone from Australia’s ‘best to worst’.
It has left the airline’s once world-class reputation looking tarnished after a series of post-Covid blunders.
During its heyday as a premium carrier during the 1950s and ’60s, Qantas provided comforts like fine dining on flights, with cocktail service and onboard smoking.
Continuing throughout the 1990s and in the wake of the September 11 2001 terror attacks, the Spirit of Australia was known for delivering a high level of service for a fair price.
But that stellar reputation could be starting to falter, according to Griffith University air transport and tourism management expert, Professor Gui Lohmann.
Qantas employees and sacked workers have levelled extraordinary allegations against the airline (CEO Alan Joyce pictured with Qantas crew)
‘If you look at Qantas or any airline now, it’s going to become more difficult to maintain that very high loyalty status they have previously enjoyed because passengers are far more conscious of costs,’ Prof Lohmann said.
‘They just want to go from A to B.’
And anyone hoping for a return to the airline’s early years is likely to be disappointed with increased competition leading to cost-cutting throughout the industry, and Qantas transformed into a publicly-listed company that must make a profit.
Disgruntled workers recently revealed to Daily Mail Australia what it’s really like to work for the Flying Kangaroo, levelling extraordinary allegations against the airline amid a bitter court battle that could result in a multi-million dollar payout.
The Transport Workers Union took Qantas to court in late 2020, when it was ruled the airline illegally sacked nearly 2,000 baggage handlers, cleaners and ground staff before outsourcing their jobs to foreign-owned providers, including Swissport.
The trickle-down effect has seen jaded customers, including Frequent Flyer members, saying they are looking to other airlines when flying.
Qantas’ various social media accounts have been littered with complaints from angry customers looking to reignite their travel plans post-pandemic.
Guardian columnist Eleanor Gordon-Smith and her family were left stranded in Dallas, Texas after their flight back to Australia was abruptly cancelled.
Ms Gordon-Smith estimated 300 passengers were deserted in the American airport at 2am, with some forced to splash on hotels while others had to sleep on the floor.
Guardian columnist Eleanor Gordon-Smith and her family were left stranded in Dallas, Texas after their flight back to Australia was abruptly cancelled
Ms Gordon-Smith likened the situation to ‘Lord of the Flies’ and said there were 300 people who were stranded in the American airport
‘Qantas cancelled QF8 at 2am, ~300 people in an airport. OK, it happens. Then ‘we have no plan for hotels, keep your receipts’, so the people with liquidity took a $100 uber to the only hotel. The rest slept on the floor. 9am when we’d been told to check in. No Qantas staff came,’ she tweeted.
‘150 people, some with kids, some with walker frames, who’d had 4 hours sleep on a marble floor, were standing in Dallas waiting for the flight they’d been told they’d be boarding and *not one ground staff member* came to the airport. No texts, phone calls, no updates on Google.
Many loyal Qantas customers have expressed their displeasure with the airline on social media, claiming it has moved away from its historically high standards – with one woman writing a brutal open letter to the ‘mean spirit of Australia’.
‘Maybe instead of spending money on glossy new ads filled with Aussie talent, you perhaps could do the bare minimum and answer the phone when your customers need assistance?’ Dr Sara Marzouk wrote.
Customers say there is a complete lack of support staff at airports which is leading to massive delays, missed flights and lost luggage
‘Maybe you can invest in providing jobs onshore by establishing call-centres where the staff actually have a clue about what they can and cannot do?
‘Stop blaming this on COVID. These issues of poor customer service pre-dated the pandemic but have been exacerbated by them. No other airline has shown such contempt.
‘You need to do better.’
‘When did you change to a high-cost low service airline? Gone from best in class to worst,’ another person tweeted to the airline’s account.
Others said Qantas’ service has become ‘horrible’, saying its offshore call centres had made managing their booking a nightmare.
The airline has a priority call centre in Hobart for its top customers, with everyone else being referred to offices in New Zealand, South Africa, the Philippines and Malaysia.