A woman is ‘non-functional with distress’ following an error by Qantas after flying to Sydney from London.
A woman says her partner is ‘nonfunctional with distress’ after Qantas lost a bag containing her mother’s ashes.
The couple flew from Heathrow Airport to Sydney on Saturday morning but were still waiting for the bag to arrive four days later.
Women’s Community Shelters chief executive and chair of Domestic Violence NSW, Annabelle Daniel, expressed her frustration on Twitter after she and her partner did not hear from the airline.
“Hey @Qantas, my partner’s bag is four days late from QF2 Saturday morning,” she tweeted on Wednesday evening.
“It contains his mother’s ashes. She was unable to see her mother before her death or attend the funeral in 2020 due to the pandemic.
“No response from your website. Could you help further please?”
In subsequent replies to other shocked Twitter users, Ms Daniel explained how her partner had been affected by this “horrifying spectacle” of a situation.
“My partner was so close to her mother and devastated that she couldn’t travel to be with her when she died. Watching your mother’s funeral on Zoom is heartbreaking enough, not to mention that,” she said. writing.
“She’s not the kind of person to fuss, but that makes the heartbreak even worse.
“She is completely non-functional with distress. I sincerely hope this will work out.
“She’s so anxious and it’s just been a horror show.”
In response, the Qantas Twitter account said it was “sorry to hear what happened” and asked Ms Daniel to DM them the baggage record reference and passenger name so that they can examine it.
In a statement to NCA NewsWire, an airline spokesperson apologized for the “extremely distressing situation” and said the bag was being sent to the woman on Thursday.
“We understand this is an extremely distressing situation for this customer and we apologize for the delay in delivering their luggage,” the Qantas spokesperson said.
“The bag is being couriered to the customer today (Thursday).
“We have been in contact with the family and have provided updates on the location of the bag.
“Heathrow Airport has had widely publicized baggage issues in recent days, leading to tens of thousands of misplaced bags.”
The situation was met with anger and empathy by other Twitter users who were stunned by what had happened.
‘Disgusting treatment from your partner and so disrespectful from @Qantas,’ one said.
“Oh my god this is terrible. Hope they find the luggage and get it back safely. My condolences to your partner,” another said.
“So sad to hear from you. Our bags are seven days behind LHR on QF0002, trying to speak to someone at QANTAS is a complete joke with hours of waiting.
It comes after Qantas chief executive Alan Joyce admitted they ‘do not deliver the service we expect them to do’.
Australian airports have been marred by repeated problems with canceled/delayed flights, long queues and lost luggage, which Mr Joyce attributed to the impacts of the post-Covid restart.
“This is an aviation industry restart process that has been entrenched for two years and there are resource constraints across the supply chain from airports, airlines, catering at manufacturers and supply parts,” Joyce told 6PR on Wednesday.
“Now that’s no excuse for a customer who doesn’t have their luggage, who doesn’t have their flight on time, we recognize that. improve as quickly as possible.”
Mr Joyce also said in another interview that there were 18,000 bags stuck at Heathrow Airport on Saturday.
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