Livid Qantas passengers say they have been left with out their baggage for as much as six days after the airline flew them from Darwin to London with out checked baggage, as a consequence of weight restrictions brought on by a crumbling patch of runway at Darwin airport.
The Guardian understands Qantas solely grew to become conscious of the pressing runway repairs and weight restrictions at Darwin shortly earlier than the scheduled flights early final week.
The airline was pressured to dump baggage in order that its heavier long-haul plane didn't require your entire runway, permitting it to keep away from the patch of pavement that was deteriorating as a consequence of heavy rain.
Passengers flying into London on Monday 25 April on QF9 mentioned they have been knowledgeable about 20 minutes earlier than touchdown at Heathrow that each one financial system checked baggage had been left behind in Darwin.
Marnie Greenrod was certainly one of greater than 60 passengers on the flight who waited greater than 5 days to be reunited with their baggage.
She mentioned that the inflight announcement informed affected passengers a Qantas consultant would supply details about what to do after they landed at 5am UK time. They have been as an alternative met by Heathrow floor employees who supplied them with types to trace their baggage, and mentioned they'd obtain an e mail with a person code.
“We have been informed they'd not be processed till it was sure our baggage had not made it, so we stood and watched the carousel for a minimum of 45 minutes,” Greenrod mentioned.
Greenrod, who lives in London, mentioned passengers have been assured their baggage would observe in 24-48 hours, however she didn't obtain hers till six days later, obtained no communication from Qantas and was unable to trace the progress of her baggage.
It’s understood that flights from Darwin to London have been topic to weight restrictions for a number of days, which means the luggage from earlier flights couldn't be loaded.
Alison Taylor was additionally on the 25 April flight. She mentioned she did have a reference code for her baggage, however was solely in a position to monitor its actions by way of Twitter, because of a fellow passenger who had an AirTag on their bag.
“Solely as soon as I did get via after ready on maintain for an hour and 40 minutes, and I obtained via to reservations in Fiji!”
Taylor was given one other reference quantity and informed she might go and purchase any provides she wanted, ship within the receipts and be reimbursed. However having obtained no response from her three emails to Qantas buyer care, Taylor didn't proceed.
“Mine ultimately confirmed up final evening, however moist and pungent, clearly unnoticed within the rain someplace. The entire thing has been extraordinarily irritating.”
Passengers on subsequent Darwin to London flights declare Qantas despatched them textual content messages advising them to pack rapid provides together with treatment and clothes for just a few days of their hand baggage as their test in baggage wouldn't be travelling on their flight.
Sam Thanos mentioned he obtained this textual content message after he and fellow passengers had already checked their suitcases, so was of little use.
Thanos has spent 5 hours on maintain to Qantas name centres since he arrived in London on Saturday, attempting to trace down his baggage that by no means arrived after he flew out of Melbourne, by way of Darwin. Passengers have been informed that their baggage was 24 hours behind them, however Thanos is into his third day of ready.
“It has fully killed the beginning of our vacation,” Thanos mentioned.
Whereas Qantas cited weight restrictions, Thanos says the aircraft was no the place close to capability.
“Financial system was half full,” he mentioned. “Most rows passengers needed to themselves, which was nice for them to put down in the course of the flight.”
When Thanos and his spouse arrived in London, passengers got an data leaflet and a singular identifier to register on-line. The contact quantity supplied on the sheet went to voicemail, telling callers that as a consequence of modified circumstances they'd not be taking calls.
“We're staying with my spouse’s mother and father, which a minimum of has been simple for us in not shifting about.
“I overheard different individuals speaking to the particular person handing out the papers, saying they're shifting each different day throughout their holidays, so for them it's most likely much more of a nightmare.”
A Qantas spokesperson mentioned “a problem with the runway pavement at Darwin Airport resulted in momentary extra weight restrictions on our flights to London final week and sadly that meant we weren’t in a position to carry some passengers’ baggage on their flight”.
“Baggage have been reaccommodated on later flights and are couriered on to clients as quickly as we’re in a position to verify the proper deal with. We apologise for the inconvenience this has induced our passengers and thank them for his or her understanding,” the spokesperson mentioned.
The spokesperson didn't reply to claims help employees had been unresponsive, nevertheless it's understood the airline is recruiting extra name centre operators after latest complaints.
It’s understood the Darwin airport runway difficulty has now been mounted, permitting flights to take off with a full load of bags on board.
A Darwin airport spokesperson mentioned “routine repairs to the runway are scheduled all year long, nevertheless climate situations have introduced ahead the necessity to conduct this work prior to anticipated”.
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