Qantas charged a traveller A$380 to board with the replacement things she purchased as she waited for her bags.
According to the Sydney newspaper, the Daily Telegraph, on 2 July, Corrinne Olsen and her husband Peter flew with Qantas to Denpasar airport in Bal, but their bag failed to appear. It contained toiletries, shoes and other essentials.
They were handed A$60 ($42) in pyjamas and toothbrushes when their luggage went missing, but they had to wait a week for it because the airline’s online tracking system crashed.
Olsen told the Daily Telegraph that she and her husband had already purchased new items by the time the suitcase arrived five days before they were scheduled to depart Bali.
Olsen said Qantas charged them $380 for 11 kilogrammes of excess luggage when they got to the airport to travel back to Australia, which she ascribed to the new products they had purchased.
In other words, “Why should I be forced to pay for excess baggage when my bag was lost?” According to Olsen, who spoke to the media.
“I was quite disappointed on multiple levels. I think Qantas is going down the gurgler. I will never travel with them again — ever.”
A Qantas spokesperson told the Daily Telegraph: “We accept that these customers shouldn’t have to pay excess baggage in these circumstances and have provided a refund for the additional charges.”
An outsourced baggage handler told The Guardian that the airline lost one in 10 bags daily on domestic flights from Sydney airport.