A Qantas passenger faced a “nightmare” returning to Sydney after being stranded at a US airport for more than 24 hours, only to find her suitcase had also disappeared.
A Qantas customer who was one of nearly 200 passengers on a delayed flight back to Sydney has been told her luggage is still in the US state of Texas.
Laura Taylor, whose QF8 flight from Dallas Fort Worth Airport was delayed more than 24 hours, told SkyNews.com.au she had a “catastrophic” experience from the moment she booked her tickets.
The Boeing 787-9 took off 25 hours after its scheduled departure time and landed in Sydney on Friday morning.
But when it came to picking up her luggage, Mrs. Taylor had to wait for her bag, but was told it was still in Dallas.
“So we’ve been waiting for how long and we waited and waited for all the bags to be around and I saw they didn’t come out anymore and there were still quite a lot of customers,” she said.
Ms Taylor said she and about 20 other passengers on board had to fill out a report before being given a number to call.
“And the look on my face would have said it all,” she said.
But the lost luggage was just one of the many issues Ms. Taylor faced during her experience with the national airline.
The couple had booked a return flight to Dallas for a wedding in April when Qantas accidentally charged her double the price.
“So what should have been a little over $6,000 for the two of us, they ended up charging just over $12,000,” she said.
The couple got their money back after several attempts to contact customer service.
The QF8 flight back to Sydney was delayed due to a technical problem after the plane pushed back from the gate, a Qantas spokesperson told SkyNews.com.au.
“Due to it taking longer than expected to resolve and the curfew restrictions at Sydney Airport, the flight had to be postponed for a second time,” they said.
Ms Taylor said passengers were given an “A4 paper” stating that they had been rebooked at 11:30am the following day.
“We arrived at 9:00 AM to check in and there were no Qantas staff to talk to,” she said.
The airline later told passengers that the flight had been rescheduled for 10 p.m. that evening.
“We were supposed to leave at 10pm, so then it was delayed, just because there were two check-in desks, we queued for over 2 hours,” she said.
“I got through, got on the plane, sat for an hour and a half and finally left at 11:30 PM.”
The mother of three, who had young children waiting for her at home, described the whole experience as an “absolute nightmare”.
“We’re a Qantas family, we’ve always flown with Qantas and it definitely wasn’t what it used to be,” she told SkyNews.com.au.
“There were quite a few people in line saying the same thing. It was an absolute nightmare. I’ve never had such a travel experience.
“We have three small children. They stayed at home with my parents, so I was beside myself because I knew we couldn’t go home.”
A Qantas spokesperson previously told SkyNews.com.au that they understood it was a “difficult situation” for the customers whose plans were disrupted and apologized for the inconvenience.
“Our team at Dallas Fort Worth Airport assisted customers after the initial delay and again prior to the delayed departure,” the spokesperson said.
Ms Taylor said that although the airline had apologized through the media, it would be appreciated if they had sent a personal message.
“We don’t really feel like they apologized to us,” she said.
“Don’t get me wrong, the airport staff were very apologetic and very understanding of our situation, but I just feel like we’ve just been added to the list of all these complaints.
“My heart went out to the multiple families who had those small children.”
SkyNews.com.au has reached out to Qantas for comment.
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