Jetstar found my lost luggage, but then went silent on me.
I’m curious if anyone else has experienced something similar. I arrived in Japan on February 28th, and the next day they called to let me know they were searching for my bags. By the morning of March 3rd, they finally located my luggage, which had never been loaded onto my flight. They asked me to confirm it was mine, and I promptly did, thinking that was the end of it.
However, three days went by with no updates (despite my daily “hello, is anyone there?” emails). I eventually spent 58 minutes on hold only to be told I would receive an update soon.
Now, as my trip comes to an end—ten days later—I still haven’t heard from them. I worry they might just wait until after I land to reach out, saying they’ll ship my bag to my home. Part of me is anxious I could get lost in the system (or lack of it) and never hear from them again.
What would you do in my situation?
It sounds incredibly frustrating to deal with lost luggage, especially when Jetstar initially seems to have made progress in locating it and then goes quiet. Here are a few steps you might consider taking:
Stay Persistent: Continue to follow up through both email and phone calls. Document all your communications—dates, times, and what was discussed can provide clarity and be helpful if you need to escalate the issue.
Request a Timeline: When you do get in touch with customer service, ask for a specific timeline on when you can expect your luggage to be delivered. This helps set clear expectations.
Social Media Outreach: Sometimes companies are more responsive on social media platforms like Twitter or Facebook. A polite yet firm public inquiry can sometimes elicit a quicker response.
Contact Consumer Protections: If you still receive no resolution, consider reaching out to consumer agencies or ombudsmen in your home country or in Australia. They can sometimes escalate issues.
Keep Receipts for Expenses: If you incurred additional costs due to the lost luggage (like clothing or toiletries), keep all your receipts. Many airlines have policies for compensation in these situations.
Know Your Rights: Familiarize yourself with Jetstar’s policies on lost luggage and passenger rights. It can give you leverage when discussing your case with customer support.
While it can feel discouraging, staying proactive and keeping lines of communication open is key. Hopefully, your luggage is returned to you soon!