Baggage Delay / Customer Ignore
2019. on August 24 at At 18:45 on the flight BT246 Frankfurt-Riga my son flew home. At Melbourne airport after At 22:30 the son waited for his luggage (KP92GK) for almost an hour and did not wait... Although this kind of incident had been heard from acquaintances, our family had not been affected so far. These feelings are quite unpleasant (to put it mildly). The next sequence of solving this problem is very unfortunate! From Germany at midnight, our parents could not call either the airport in Frankfurt or the airport in Brisbane. All I could do was write a claim about this fact To my application no. An automatic reply has been sent to 216137 (submitted on 24. 08. 2019 at 23:36) with the following content: [Dear passengers, We sincerely regret the inconvenience you have experienced using AuAir services. We would like to inform you that your application has been received and its number is 216137. The application is assigned a number automatically, therefore please do not fill in the application form again. We always try to provide timely answers to passengers' questions. As summer is a very busy period in the aviation industry, it must be acknowledged that it takes longer to process your request. We review applications in a queue and will contact you as soon as possible. Thank you for your patience and understanding. Sincerely, AuAir] Yes, thanks to the fact that we continued to call both airports in the morning, we found out that the luggage was simply left in Frankfurt and the next day it was delivered to Melbourne Airport. But since this next day was a Sunday, Melbourne Airport announced that it was not possible to deliver luggage to the customer on Sunday. This meant that he had to spend both his own time and his own resources to receive his belongings due to negligence. The luggage contained not only important necessities, but also medicines to be taken the next day and they were placed in the big luggage to comply with the airline's regulations. So - luggage could not be expected later. It seems - the problem is solved and we have to shake hands and jump for joy! Yes! We are really glad that the luggage has been and has reached the owner! But this does not solve the problem! I did not receive a response to my claim / submission! It took 9 days when I tried to write an automatic reply to the above sent, but - the customer has this option blocked! In my opinion, this is a very disrespectful attitude on the part of the company! Although it was stated that I would have to wait patiently for a reply and not have to write a complaint a second time, I wrote again, referring to the number of the previous application (because no other means of communication was provided). Why did I do that when the luggage was in? I wanted not only to receive an answer from the answering machine, which formally indicates that the passenger is being "cared for", but also to receive an explanation, an apology and compensation for the irresponsible attitude of the airline employees! Yes, I wrote again! September 3, 2019 at At 8:35 a. m. , after receiving no response within 9 days, a repeated claim was submitted, referring to the number of the previous submission. The automatic answer was sent the already usual (identical to the previous answer) text with the changed application number 218059. So... on September 3, the summer continues for the airline and continues even now... 15. 09. 2019. There are NO answers to the first application (21 days have passed) or to the second application (12 days have passed). I express my indignation about the careless and disrespectful attitude towards my customers! In order to use the airline's service, a passenger not only pays for it, but follows a number of all the rules to get from point "A" to point "B". I believe that if an airline causes this kind of inconvenience to a passenger, it must be aware of its negligence and MUST both apologize personally and be able to explain the cause of this inconvenience, as well as COMPENSATE the damage caused! In this case, the situation is ignored 100%. What is the purpose of the application if no reply is received to the submission and feedback is denied?!?!? Does AuAir consider that the company should not compensate for its negligence and can write it off as a matter of course? I would like an explanation and answers from AuAir!
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