UPDATE: Qantas reimbursing Uber on Qantas Lost Parts of Pram

archieduh on 18/04/2026 - 16:07
Last edited 24/04/2026 - 15:10 by 1 other user

[UPDATE]: CREDIT WHERE ITS DUE, QANTAS IS REIMBURSING THE UBER.
Thanks for the suggestions to speak to customer service and not the baggage department. It will help pay off the parts of pram missing.

Family was on a domestic flight, and our pram did not arrive.

The Pram was delivered 2 days later, Monday. We didn't use the pram for next 3 days and only used it last night - Friday. On opening its missing a few attachments worth $100. I filed a baggage loss claim but it was denied that any loss has to be reported in 3 days.

Is this standard? I thought 7 days in the worldwide norm. Are there any other options for me after this?

We had to take ~$200 taxi home as taking public transport without the pram was impossible with luggage.

Also called them to at least be able to check at the Airports or security if they have the missing parts found somewhere, because the way the pram was delivered it was clear the bag was opened and parts put together. But they had no intention of helping and just again reiterated the 3 day policy and asked me to call AIrport security directly

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  • oscargamer on 18/04/2026 - 17:26
    +7

    I would very strongly argue that you have 3 days from when you had your pram returned to you to make a claim. 3 days from collecting from the carousel, or 3 days from when it got to your house / you got home to find it at your house.

    By their argument, they could delay an item by 4 days, then you have zero time to make a claim.

    Escalate the matter.

    • archieduh on 18/04/2026 - 18:07
      -4

      Sorry, seems my post is unclear. i did miss the 3 day window after delivery.
      i was more take aback but their lack of attempt in checking if the parts have been left back.
      I didn't know the policy for domestic is 3 days which seems a world first.
      And actually just because it was a pram and delivered, I didn't open it as I didn't even think they could have misplaced the secured parts.

      • zonra on 20/04/2026 - 15:08

        i was more take aback but their lack of attempt in checking if the parts have been left back.

        How would they know what it supposed to include if you, the owner yourself, didn’t notice the missing bits til 5 days later.
        The memo they got was probably “Find missing <colour> pram”.
        They found it and delivered it to you. Then the onus is on you to check within the timeframe to confirm that it is indeed your pram and if it is in its original state.

        • archieduh on 20/04/2026 - 16:11

          And after that timeframe they will not bother to look. that's what you believe?

          You ever leave something behind a mall or bus/train? They have better support services even in cases when I lost the item not the other way around.
          Had it been an international flight it would have been magically ok and acceptable time frame ?

          Very easy to be on a high horse when you've not faced it. Your probably not used to good service. I am not arguing in the comments that they should compensate as the 3 day window closed but customer support in exploring options or assitance is a bare minimum I thought is the Australian way.

  • boomramada on 18/04/2026 - 16:27
    +5

    I thought 7 days in the worldwide norm.

    https://www.qantas.com/en-au/baggage/delayed-lost-damaged

    You thought was wrong, domestic is 3 days.

    Are there any other options for me after this?

    Time to buy a new pram.

    • Dr Phil on 19/04/2026 - 15:56
      -1

      Complaining over nothing.
      Opportunity missed OP and you know it.
      For the wasted time and effort, yes buy a new pram or a used/free one from Facebook/Gumtree

      • archieduh on 19/04/2026 - 16:12

        Sorry what opportunity missed?

      • boomramada on 18/04/2026 - 17:02
        +7

        For domestic, both Qantas n Virgin limited for 3 days. For International 7 days.

          • Muppet Detector on 19/04/2026 - 15:48

            @archieduh:

            Considering the situation, they could have made an effort or even pretended to.

            I think you were talking to the wrong department. They suggested that you could call Airport Security so I'm presuming that they're in a better position to help you.

            After three days, trying to locate your missing parts is probably like trying to find a needle in twenty hay stacks and ultimately futile.

            I think this is one of those situations for why insurance exists.

            As it is only $100, a little bit surprised they didn't just give you $100 compensation, but then if that were standard practise I suppose all kinds of people would make non genuine claims and the confirmation of any proof would just be impractical.

            What did Airport Security say when you contacted them?

            I guess the $100 lesson from this is that now you know about the three day policy and if something similar happens again to check asap.

            • archieduh on 19/04/2026 - 16:12

              @Muppet Detector: 100%. Decades of traveling and I remember only twice having to report baggage issues.
              One was recent and it was only after a few days I realised that my bag is damaged and when I looked up I found out one can report in 7 days.
              It was somewhere in my subconscious I guess. I was so relieved to get the pram when they finally delivered it that I didn't think they would have lost attachments secured inside.
              Going forwards should inspect every aspect and report asap.
              I wasn't fussed about compensation as I was sure they will just give call to the flight's origin airport which is a small Airport and find it but the fact they do not want to make any effort as its past the 3 day policy that I learnt a lesson what customer service has become now.
              Most of you are too young to know what service used to be like decades ago.

      • Onemoredeal on 18/04/2026 - 18:08
        +6

        Qantas put a giant hole on my suitcase and I took a photo of the bag with the tag on , still on the belt (I was lucky enough to be in that situation) and they replaced my suitcase with a $300 Desley, which they gave me a catalogue and told me to pick what I wanted within 2 weeks and delivered it to my door , I was shocked they were so good. Sorry about your situation. Maybe lodge a complaint as it was 2 days before you even got it back

        • singlemalt72 on 20/04/2026 - 11:24
          +1

          Same here - my 15 year old hard suitcase was crushed and split, they let me choose from the catalogue.

        • archieduh on 18/04/2026 - 18:10
          -4

          I lodged and have called twice but they are not interested in entertairing anything as 3 days have passed since delivery.
          Even when I have repeatedly said I accept no compensation but if they can at least check if it's at any of the airports.
          it's my mistake I considered Qantas as a world class service company and thought will be heard.

          • Onemoredeal on 18/04/2026 - 18:11
            +4

            @archieduh: Yeah that’s terrible , would think they would try and locate the lost parts at least

      • 82norm on 19/04/2026 - 09:11
        +4

        That’s your first mistake. Qantas being world class…. Not anymore.

  • 2esc on 19/04/2026 - 09:42
    +3

    Its pretty clear what they are saying.

    Do you realise the number of travellers the airports have had since your flight and how big and busy they are behind what the public sees.

    Are these parts you are hoping to get back each individually marked with your name?
    You have a situation where staff are busy in a busy airport they are going to prioritise.

    They are not going to send a search party out for your bits of luggage as if its a lost child.

    I rarely fly but another possible option from my understanding,

    ​Airline Baggage Services: If a part fell off on the tarmac or in the sorting room, it usually sits in the airline's own baggage office at the arrival airport for about 7–14 days before being sent to a central warehouse.
    ​Airport Lost Property: If a part fell off in the terminal (e.g., near the oversized baggage belt), it goes to the Airport’s general Lost Property office.
    ​What to do: Don't call the general airline helpline; they are call-center based and can't see the physical floor. Instead, look up the direct phone number or email for the "Baggage Services" office at your specific arrival airport.

    That may be a option.

    Failing that,

    The "Australian Consumer Law" (ACL) Argument: Even if the airline's policy says 3 days, you are protected by consumer guarantees. You could argue that the service (delivering your baggage) was not provided with "due care and skill." You can send a formal Letter of Complaint to their customer relations department (not the baggage desk) stating that a 3-day window is "unfair contract terms" for an item they delivered to you sealed or bagged, where the loss wasn't immediately visible.

    • archieduh on 19/04/2026 - 10:43
      -2

      Thanks for taking the time to reply. Appreciate it.

      ps: To the mildly condescending start of the comment, I would respectfully reply that the origin airport was a very small regional airport. They have not picked up my phone yet but will try a couple more times. it was a non direct flight so doesn't make matters any easy.
      Everyone knows Airport are big, I am not saying they spend hours trying to locate parts, but if they give me the info on what happened to the pram which they didn't would narrow down whom to call and set my expectations. They have to prioritise but simply flagging a policy and not making any effort showcases how poor customer service is.
      I have had better experiences with local Transport hubs when stuff was left behind in buses or train.

  • djones145 on 18/04/2026 - 19:47
    +2

    did u check in at Cessnock airport or a metro airport? u know how know big airports are? check cameras or the airport, from 4 days ago…. ok……

    hold the phone, im gonna check for ya……………………………….. sorry didnt see it

    • archieduh on 19/04/2026 - 07:53
      +1

      Wish I understood what you're trying to say. at least the 1 upvoter understood your comment.

  • Dollar General on 19/04/2026 - 20:34
    +2

    It’s all outsourced now. Baggage is handled by Swissport on behalf of Qantas so they ain’t gonna care about looking around for your parts

  • Hybroid on 18/04/2026 - 16:32
    +1

    Check their travel insurance PSA inclusions. Could be covered.

    • archieduh on 18/04/2026 - 16:36

      Thanks, I was just relying on NAB credit card travel insurance and seems it has a $600 excess for luggage claims.
      What bugs me more is there is no attempt to at least check once if they have the parts lying around at the airports.

      • Hybroid on 18/04/2026 - 18:21
        +9

        I’m not sure you realise how impractical that would be. You want an airline to request the third party luggage service provider to find an idle staff member to check an unknown specific location for random pram parts, four days later…

        It could be anywhere from terminal to carousel to conveyor belts to runway to cargo box to aircraft hold to a bin.

        • archieduh on 19/04/2026 - 08:00
          +2

          You think parts would be lying around conveyor belts for 4 days?
          I assume in any setting in any place things get either disposed off after a period but put in a lost & found. They lost the pram so more than me they know exactly what happened and where it was. The least they can do is check by making 1 call.

      • Dr Phil on 19/04/2026 - 16:00

        You think they have time to look around just for you?
        And for what?
        Seriously OP it isnt worth the effort.
        And what evidence do you have that any items went missing?

        You make no mention that your pram is not usable dear OP.
        So just use it the way it is and stop complaining

        Alternatively..People throw out good prams all the time.
        Others sell them cheap or give them away when they are finished with them.

        You have plenty options to complaining over spolit milk.

        • archieduh on 19/04/2026 - 16:06
          -1

          Thanks for your comment but… asking me to Stop complaining? When did we become such people?
          The airline lost my pram and then delivered it with parts missing.
          I failed their policy but its under 7 days that I reported so its not a needle in a haystack which you and other commentors are making out to be.
          I have as I mentioned had better experience with Transport NSW, Translink and Victoria in trying to help find missing items on transport.
          Its not that I dropped the item somewhere and complaining whey can't the airport find it.

  • try2bhelpful on 19/04/2026 - 11:18
    +1

    I would plaster this issue across all of their social media. They might actually bother to contact you from there. Being a day or so out shouldn’t be an issue with a lost item. However, it is a reminder for people to check their luggage thoroughly when it has been lost and then recovered.

    • archieduh on 19/04/2026 - 16:15
      +1

      Thanks, i will just consider this a lesson and move on.
      I am scared of Qantas to be honest to put anything on social media about them haha.

      • try2bhelpful on 19/04/2026 - 20:01

        About 20 years ago, when there weren’t really many non flying ways to accrue points, we were saving our points to go on a trip; we had enough for two economy round the world tickets. When we looked at our account one day all the points were gone. When I queried it they told me the points had expired due to non activity. Frankly, I wasn’t “having it”, so we had a game of email ping pong about the issue. Finally I noticed that up until about three months before the points ran out Qantas would send a monthly email highlighting our points and an expiry date; the last few emails didn’t have the expiry date detailed. I told them if they hadn’t discontinued this part of the email I would’ve actioned the points sooner. In the end they basically said have your damn points but you have to have them booked in the next two weeks. Booked Australia to Canada, Canada to France and France to Australia. Holiday sorted.

        The company’s initial response is always going to be “computer says no”. It depends on how bloody minded you want to be. Admittedly in our case we would’ve blown the equivalent of $2,500 for each airfare so I was pretty bloody minded.

        Nowadays I just have the Qantas health app and my daily walk keeps the points ticking over.

        If you are factual you don’t have to be scared of them. You can play up to the fact you needed a taxi rather than public transport because of the lack of the stroller too. However, for $100 you might let it go through to the keeper.

        • archieduh on 19/04/2026 - 20:59
          -1

          Thanks for sharing.

          Initially I was really gobsmacked as how snob they are in not caring and sticking with the 3 day policy.
          But with these 2 days, while $100 is not a small amount for our family, I will just let it be a lesson and move on.
          I think I should have made them pay for a taxi, even that is a learning. It was too late, we were too tired and initially thought we will manage with the child in lap but was just not possible.

          • boomramada on 20/04/2026 - 07:26
            +2

            @archieduh: I understand your frustration, yet I'm gobsmacked that you assumed everything.

            First, 7 days instead of 3 days.
            The baggage handlers should collect all the missing bits that fell apart and put them together in a large complex facility, not like every part having its own barcode.
            Not checking everything is included when you receive the lost item.

            Qantas is a large organisation, hence they put everything in black and white for a reason.

            • archieduh on 20/04/2026 - 09:11

              @boomramada: Sorry, what did I assume? That if they return a bag to me it has all the contents?
              it's my inference that the bag must have opened, Qantas didn't let me know this.

              Also 4 days not 7 days.

              And if they can do it for international flights for 7 days not doing it for domestic is the legal min that is allowed to them.
              Plenty of large organisations doing plenty of things when a system is in place.
              When transport departments of states work better than Qantas with far more daily users and more stuff lost/misplaced.

  • lainey13 on 21/04/2026 - 17:06

    Now you have learnt… check all baggage before leaving the airport. If more people did this there would be less bags taken by mistake as well.

    • archieduh on 21/04/2026 - 19:28

      Or at least within 3 days for domestic flights / 7 for international :)

      Can't think of an analogy but like I have been replying everywhere it's not just about compensation, but how they wouldn't clarify where exactly they lost the pram so I can call the exact airport or department after they refused to make any more calls.

      • Muppet Detector on 21/04/2026 - 19:53

        The person you were speaking to probably has no idea. I'm sure that they suggested where you could try, didn't they? You would be in the best position to describe what they were actually supposed to be looking for.

        Just call both airports and ask if they have a lost and found department. Your pram parts may have made it there by now.

        I'd be interested in how the parts got separated from the pram in the first place.

        • archieduh on 21/04/2026 - 20:47

          The person I spoke didn't suggest anything. Just repeated 3 days and said they can issue a letter for insurance claim. When I asked what actually happened to the pram etc they just said it was "delayed" but delivered to you. And I again said I am not contesting 3 days have passed for reimbursement but I don't know how it was handled and who to call. They said just Google it. At that point I wasn't interested in continuing as even customer service is luck.
          The email complaint I also got an automated like 3 days have passed response.

          I had an indirect flight so I have 3 airports to chase and different departments in each case.
          Also for the parts it is very easy to know and pictures were attached with my case.

          I have made an asumption that the issue was at the departure itself so in touch with the regional airport. Awaiting their response.

          • Muppet Detector on 21/04/2026 - 21:53

            @archieduh: I said "I'm sure that they suggested where you could try, didn't they?"

            Then you said:

            The person I spoke didn't suggest anything.
            .
            They said just Google it.

            From your Opening Post

            "But they had no intention of helping and just again reiterated the 3 day policy and asked me to call AIrport security directly"

            • archieduh on 21/04/2026 - 22:23

              @Muppet Detector: @Muppet Detector Assumed you read the post, and you were enquiring if they suggested anything meanigful.
              But if you think it merits a clarification then they said Airport Security which didn't make sense to me as what does Security have to do with baggage handling. And if they meant Lost & Found then they should say so and I didn't need it to be clarified.
              They did not say which airport to call, 3 airports on my journey nor what happened to my bag.

              Let me know if you need more clarifications.

              • Muppet Detector on 21/04/2026 - 22:32

                @archieduh: Ok, I'm out. I'm trying to help you, I don't need your shit.

                • archieduh on 21/04/2026 - 22:35

                  @Muppet Detector: Apologies but I am not sure what made you upset, I answered what you asked.

                • archieduh on 21/04/2026 - 22:46

                  @Muppet Detector: SORRY!
                  I didn't mean to but I read my comment again and can totally see it from your perspective.
                  And I must admit I have tried responding so many comments that can't tell who is trolling so maybe that's made me lose my way as well.

  • TEER3X on 21/04/2026 - 19:33

    I can't believe this hasn't made the news yet.

    It's basically the equivalent of a national emergency.

    • archieduh on 21/04/2026 - 19:41

      Did you end up buying heaphones on Boxing day? didn't see that on the news

      • TEER3X on 21/04/2026 - 20:06

        It actually was, it aired the day after boxing day.

        You may have missed it because you were too busy complaining about something, or stalking someone.

        • archieduh on 21/04/2026 - 20:39

          What a comeback, KO.

          Why did you comment in the first place if there is nothing meaningful to add? just trolling to kill time? sticking out for your friends at Qantas?

          I checked your profile as I remembered the username had some Car parking damage post couple of years back, so I thought a person like that wouldn't ridicule me.

  • archieduh on 24/04/2026 - 15:10

    [UPDATE]: CREDIT WHERE ITS DUE, QANTAS IS REIMBURSING THE UBER.
    Thanks for the suggestions to speak to customer service and not the baggage department. It will help pay off the parts of pram missing.

  • archieduh on 18/04/2026 - 18:07
    -4

    Sorry, seems my post is unclear. i did miss the 3 day window after delivery.
    i was more take aback but their lack of attempt in checking if the parts have been left back.
    I didn't know the policy for domestic is 3 days which seems a world first.
    And actually just because it was a pram and delivered, I didn't open it as I didn't even think they could have misplaced the secured parts.

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