What Happens When Qantas Can't Find Your Luggage…?
Dear Mr Geoff Dixon CEO Qantas Airlines

On December 9th 2007 I flew from LA International Airport to Brisbane International Airport after almost 1 month in China and the USA on business.

After waiting for what seemed like an eternity at the baggage claims I was told (along with a few dozen other passengers) that; "Sorry folks -Your baggage was not loaded in LA - it will be here tomorrow and we'll get it delivered to you by courier the same day."

That was 20 days ago.

My Suitcase still has not arrived.

Anyway Geoff (May I call you Geoff?) I thought that you might want to know what it is like from the perspective of someone who is unfortunate enough to be in my position - how I feel that Qantas has 'Responded'

Initially I was asked to describe the bag and the contents. (It is a large totally black bag with 2 zipped compartments on the outside and a bright colored ribbon tied to the handle) I also provided your staff with detailed information regarding the contents of the bag.

Apart from important business related materials the bag contained Christmas Presents for my young 6 year old daughter.

After several days and still no suitcase I started to notice a similar disappointing pattern emerging.

It started with my attempts to contact Qantas baggage services.

I have spent literally HOURS on end fruitlessly calling 1800 647 032 and 1300 306 980 only to get a constant engaged signal or worse a recorded message explaining that your staff were busy but that if I left my number, name and file number someone would call me back. (I am currently waiting for a returned call after leaving 3 messages over the last few days).

Anyway, you can imagine my joy when just before Christmas, I was called by a Qantas employee with the good news that; "Your suitcase has been found and identified by the contents inside it! It will be delivered tomorrow (it wasn't) or the following morning at the latest…(it wasn't).

Needless to say my 6 year old daughter was as happy as a dog with 2 tails - "Her Christmas presents would be here on time!"

So you can imagine how I/She felt when late one afternoon a courier arrived at our door with my suitcase…

Only there was a problem… It wasn't my suitcase.

In fact, Geoff, it was not even remotely ANYTHING like my suitcase!

• My suitcase is large and totally black. The suitcase Qantas sent me was mostly Grey and medium sized.
• My suitcase has 2 zipped compartments. The suitcase Qantas sent had one.
• My suitcase does not have a built-in combination lock. The suitcase Qantas sent did.

Now - don't get me wrong (I'm not the brightest candle on the Birthday cake!) but even I would be able to tell the difference between a large Black suitcase and a medium sized mostly Grey one.

It does beg the question (which I put to your baggage control people) "What did happen to the bag that was clearly identified as mine by the contents search?" (Your staff could not tell me the answer to that question)

Oh Geoff, I forgot to mention that the suitcase also contains a mini-hard drive with tens of thousands of dollars of digital products!

NEWSFLASH: I just received a return telephone call from baggage services and the young lady confirmed what I had begun to expect myself several days ago.

She was very apologetic but she told me "From my experience if a bag is missing for more than 7 days I basically GIVE UP HOPE that it will ever be found!"

She did, however, tell me that her boss (The Claims officer) "Doesn't Lose hope until a little bit after that I do" so I guess all hope is not totally lost.

SIDEBAR: Geoff I probably should have mentioned that in my own business I have spend over 8 years helping hundreds of different businesses improve their customer service and that my experience throughout this fiasco has made me believe that if you fly with Qantas and they lose your bag - "Don't hold your breath! - especially if it is missing for over 7 days!"

I have been given so many excuses from "The guy at the Denver airport didn't speak great English and didn't seem to care…" (So? here's a great suggestion - ask to speak to someone who DOES speak good English and who DOES care!)

To "Your bag could be anywhere!"

And then today: "In my experience if a bag isn't found after 7 days I basically give up hope!"

But Geoff, perhaps the best most eye-opening comment of all came after I spoke with one 'Linda' who after I told her I would publish an open letter to you on my various websites told me several times: "Qantas does have a legal department so be VERY careful!"

Wow! Qantas has a legal department? I never would have guessed! and I shoud "be VERY careful???"

Geoff can I tell you how THAT advice made me feel? "Bullied. Threatened. Intimidated."

All I can say is that I sincerely wish Qantas would be more careful - take more time to make sure people like me don't have to waste hours on end calling engaged numbers …

Have a better system than one that causes an employee to 'Give up hope' that a missing bag will ever be found if it is missing for over 7 days…

And one that doesn't tell people: "We've found your bag and identified it by the contents" only to deliver a bag that looks absolutely NOTHING like the bag that was clearly described!

I would LOVE to be able to publish here that Qantas have found and delivered my missing suitcase - perhaps publishing this letter here will help?