ADVERT
World3 min(s) read
Published 17:08 04 Dec 2022 GMT
The CEO of Australia's Qantas Airways has responded to a viral video that showed baggage handlers slamming and mishandling passengers' luggage.
Originally posted on TikTok, the video - which has since received upwards of three million views and 55,ooo likes - showed three baggage handlers throwing, slamming, kicking, and shoving suitcases and backpacks on a baggage conveyor belt, understood to be at Melbourne Airport.
It is currently not clear why the footage was recorded.
Some of the baggage is transferred so roughly that they fall off the conveyor belt, with one handler lifting a bag far above his head and slamming it down on the belt with force. The handlers appeared to be laughing as they continued mishandling the passengers' items.
A spokesperson for Qantas has since made statements on the incident, telling News.com.au: "The behavior in this video is clearly not acceptable, and our contracted ground handler is conducting an urgent investigation."
Swissport - the company that Qantas contracts for ground handling at the Melbourne airport also commented on the situation, adding: "Swissport trains and manages all staff to handle customer possessions with care and diligence. The actions of staff in the video appear to have contravened those service level standards. As a result, the staff in question have been stood down pending an urgent investigation."
Following this Brad Moore, Swissport's CEO, echoed these comments in a note to staff that was obtained by News.com.au.
In his note, Moore wrote: "It is with regret that I advise that evidence has emerged today of Swissport Staff handling customer luggage in an unacceptable manner [...] Our 3,000 strong team across the network work hard to ensure these standards are upheld, and it is important that when those standards are breached by a small group of individuals that we take action.
"The behaviors in the video let all of us down – most importantly our frontline staff who have worked so hard through [the pandemic] to assure quality standards in at times challenging circumstances," it continued.
He then assured staff that those involved in the viral incident will be dealt with, writing: "Disrespectful behavior to our customer luggage and personal effects will not be tolerated and will result in serious disciplinary action. The individuals in the video have been stood down pending urgent investigation."
This was most likely welcome news for social media users, who were understandably outraged at the video.
"People pay soooo much money for their flights and trust that our property isn't being intentionally damaged when we don't have it with us," one person wrote.
"That's the reason I've traveled all around the world and got 2 suitcases broken only in Australia," someone else added.
A further user chimed in: "Bloody disgusting behavior. If you don't like the job, quit."
And while other Twitter users described the footage as "absolutely disgraceful", others put the baggage handlers' actions down to "poor pay":
What do you think about this situation? Let us know in the comments!
world2 min(s) read
Published 09:14 02 Oct 2018 GMT
travel3 min(s) read
travel2 min(s) read
lifestyle2 min(s) read
Published 10:32 14 Feb 2019 GMT
When you check your baggage in for a flight, it can be a little worrying. After all, with all your clothes and other possessions disappearing down a conveyor belt, only to be seen hours later - potentially in another country - the least we expect is that our luggage will be handled with care.
However, a video of Cathay Pacific Airways luggage handlers throwing checked suitcases, boxes and what appear to be fragile items from a conveyor belt into a cart in a haphazard way. The video was filmed on Thursday morning at Hong Kong International Airport by Marcela Fernanda Solis Walker, who had just left her flight from Xiamen.
“This [is] the way that our beloved luggage is treated!!” she wrote in the caption to the video, which has now received over six million views after it was shared on Facebook.
You can see the video that caused such an outrage online in the video below:
[[jwplayerwidget||http://content.jwplatform.com/videos/44Gu9KeI-sKUnNGKf.mp4||44Gu9KeI]]
Speaking to the South China Morning Post, Marcela said that she doesn’t “have any intention to make any trouble to the workers" and said that she "only wanted other people to be aware of the situation". However, responses to the Facebook video have been a little harsher.
“They should get terminated in that company for they cant work properly for that position,” one user wrote, while another added: “I seriously hope this video has been shared to and seen by their employer".
The staff in the video were later identified as part of Hong Kong Airport Services, which is owned by Cathay Pacific Airways. A spokesperson for the service provider told the Post that the company was aware of the video and is taking steps to make amends
“We sincerely apologize to the passengers of our customer airlines in this particular incident,” the spokesman said.
Published 18:13 09 Feb 2024 GMT
Qantas Airlines found itself in hot water after a passenger discovered an offensive note scrawled on his luggage tag following a domestic flight in Western Australia. The incident has sparked outrage online and prompted swift action from the airline.
Sonny Tilbury, a resident of Perth, was shocked to find the word "c***" written on his luggage tag after completing a two-hour flight from Perth to Karratha. Photos of the crude message circulated on social media, drawing attention to the incident.
In a post on social media, Mr. Tilbury expressed his dismay, stating, "Clearly the Qantas baggage handler at wasn’t happy lifting my bag. He left me a nice note to read on arrival." The discovery left many social media users appalled, with some urging Mr. Tilbury to report the incident to the airline.
Responding to the backlash, a Qantas spokesperson issued a statement condemning the behavior and assuring corrective action. "This is clearly unacceptable behavior," the spokesperson stated via News.com.au.
"Menzies, our ground handling provider at Perth Airport, has assured us that the baggage handler involved will never work on Qantas Group aircraft again. We have sincerely apologized to Mr. Tilbury."
As a gesture of goodwill, Mr. Tilbury was offered a travel voucher by the airline. The incident comes at a time when Qantas is striving to regain the trust of its customers under the leadership of new CEO Vanessa Hudson.
In a recent apology video addressing customer concerns, Hudson acknowledged past shortcomings and expressed a commitment to restoring the airline's reputation. "I know that we have let you down in many ways," she stated. "We want to get back to the national carrier that Australians can be proud of."
The swift response from Qantas reflects its dedication to addressing customer grievances and upholding standards of professionalism among its staff. However, the incident serves as a reminder of the importance of accountability and respect in the airline industry.
In other travel news, harrowing footage of a pilot's foot being "swallowed" by a travelator at Denver International Airport has been released online.
Published 23:50 19 Mar 2019 GMT
A man has been arrested following a bizarre breakdown during a flight from Melbourne to Singapore, in which he verbally abused and physically assaulted members of the cabin crew.
The passenger, who has only been named as 'Henry', allegedly drank a bottle of vodka in the lavatories during the February 28 Qantas international flight.
Speaking to Newsflare, an eyewitness recalled: "This incident happened mid-flight - I was shocked to hear shouting and abusive language behind me. The crew members attempted to subdue him however, he was very drunk.
"He then became further agitated and aggressive and punched a male crew member in the back. The supervisor onboard then called upon passengers and other crew to unite and place the man under arrest."
Footage of the unruly altercation can be seen in the video below:
[[jwplayerwidget||https://content.jwplatform.com/videos/wUsj5ZOc-dkXnENEs.mp4||wUsj5ZOc]]
Footage of the heated altercation shows the man shouting abuse at a Qantas flight attendant, as he is cornered by staff and two male passengers. He can be heard shouting how one of the crew members has been an "a**hole all his life".
'Henry' can then be seen physically tied to a seat with restraints as he continues to shout abuse at the staff. As one of the pilots attempts to calm him down, the passenger calls the crew "pedophiles".
"Paedophiles like George Pell, people like you look like George Pell alright, yeah, yeah people like you are pedophiles so you cannot tell me how to behave", he rants to one crew member.
George Pell was the former Vatican treasurer and is the most senior Catholic figure ever to be found guilty of sexual offenses against children in a trial held in Melbourne earlier this month.
The Qantas pilots decided against diverting the airplane, as the closest airport was Singapore - their intended destination. Following the plane's landing, the unruly passenger was arrested by Singaporean police officers.
According to an eye-witness: "The man claimed to be living in Melbourne, Australia in Point Cook, and works as a teacher at Alamanda College, Point Cook.
"All passengers including myself were quite shocked that this happened but thoroughly impressed with how the Qantas Staff managed to control the man without any further incident despite his obvious abusive towards the staff.
"His remarks to the male crew members likening them to George Pell and calling them pedophiles was very distressing and upsetting."
Daily Mail Australia reported reached out to the Singapore police but could not get confirmation on if the man had been charged over the incident.
Published 10:54 19 Mar 2025 GMT
A baggage handler has revealed the 'real' reason why your suitcases arrive at your destination looking so beaten up - but not everybody is convinced.
Most travelers know the slight feeling of dread as you wait at baggage reclaim to collect your belongings after a flight.
After the relief of seeing your suitcase made it to its destination, there's the nerve-wracking moment you lift it off the carousel to check whether it's still intact.
If you've ever lost a wheel or handle during transit, you know just how much of an inconvenience that can be - let alone if your suitcase has suffered some other form of irreparable damage.
Most people would blame the baggage handlers for carelessly flinging their cases around with abandon - but it turns out there could be another culprit that's really killing your cases.
One baggage handler took to TikTok to share a behind-the-scenes video of how those cases get transferred to the carousel - and what's causing the damage.
They wrote: "POV: when people think baggage handlers are the ones responsible for breaking their bags… No sir, it’s this big metal arm that abuses your luggage."
In the clip, cases can be seen traveling along on conveyor belts before being shunted down the correct ramp by a large metal arm.
The luggage then falls down the steep slope heading towards the area where its owner will claim it.
People in the comments were left stunned to see how cases were walloped by the machinery, getting a glimpse at a part of the airport most never get to see.
They wrote: "surely they could make something that pushes the bag just a little softer," to which the creator responded: "Some bags can be ridiculously heavy so needs a good push down the slide ya know."
Others added: "thats a new one. i like the older airports that hits it like a sledhammer," and: "But people wish to remain ignorant and blame others. lol."
Another commented: "'Dont blame us' they say after choosing to but these robots to do this job."
Most people were still unconvinced that it wasn't actually the baggage handlers destroying the cases, writing: "Maybe, but I've literally watched a baggage handler lift a corner of my mum's electric wheelchair and drop it to show his mate how heavy it was, so..."
Others added: "there also video of then literally throwing ppl bags like they throwing them out for bins" and: "As if we don’t see y’all launching our bags around when putting on / taking off the plane."
Another commented: "and the handlers that launch your bag into a cart 20ft away," and: "To be fair I’ve seen plenty of video of baggage handlers just throwing suitcases and packages marked fragile all over the place with no respect for others belongings."
One joked: "Bags break in this order: 1. Bag gets hit from the big metal arm, POW. 2. Bag falls from Barrow only to be run over by a vehicle. 3. Overexcited baggage handler on roids angry at life. 4. Bag gets caught on Baggage carousell turn."
While there's not much you can do to protect your bag once you've handed it over to the airport gods, there are a few steps you can take to give it the best chance of arriving intact.
Some people wrap theirs in plastic to protect it from dirt and to save their contents from spilling out if the worst were to happen and the case splits, while others add straps and make sure all their zippers are firmly closed and handles are tucked in before waving it off at check-in.
Earlier this week, a passenger of Jetstar Airways, an Australian airline company, spoke out online about alleged slut-shaming she experienced while aboard one of their flights earlier this month.
Shoshana Strykert had booked a flight in order to see her sick mother in hospital, and was hoping to make the journey with as little stress as possible. Unfortunately, her travel was anything but that, as she not only experienced delays after a "flight mix up", she also faced unnecessary confrontation from a flight attendant who she says tried to tell her that her outfit was "inappropriate" for wearing on a plane.
Strykert complained to Jetstar about the treatment she received, and was granted some compensation by way of apology. Unsatisfied with the excuse the airline gave for their attitude, however, the disgruntled passenger posted a second complaint on Facebook, this time with a picture of the outfit they considered to be so offensive:
"Dear Jetstar," Strykert began. "I’m Writing a public post to let people know what kind services you are providing."
She then went on to explain exactly what had happened during her flight across Australia.
"So on the 8/02/2019 I was flying to go and visit my mum in hospital. After a flight mix up, I waited 5 hours to get another flight to Gold Coast. Instead I had to settle for a flight to Brisbane.
"When I got onto the plane, tired and stress out. The flight attendant told me that what I was wearing was inappropriate. She then told me 'do you see any men walking around with their shirts off?' And then added 'do you have a T-shirt you can put on or I will give you a blanket.'
"Everybody on the plane was looking at me I was so embarrassed and shocked. A woman sitting behind me, felt sorry for me so she offered me her jacket. So thank you Jetstar, for slut shaming me and then offering me this in return. I’m so disgusted [sic]."
Here is the initial apology letter that Jetstar sent, in which they promised Strykert a $50 AUD voucher for her troubles.
At no point did the airline acknowledge that they wrongfully slut-shamed a passenger for wearing what was actually a very modest crop top. Instead, they excused their reaction by saying that disruptions to the boarding process "put them under additional pressure and they (might not) have the time to provide the level of service we would like."
Jetstar later spoke to USA Today about what had happened,
"We’ve called Ms. Strykert to better understand the situation and (apologize) if she felt that she was treated unfairly by our staff. We are investigating what happened to find out if the situation could have been handled differently and have passed Ms Strykert’s feedback to our teams. We’re sorry that this interaction spoiled Ms Strykert’s journey and have provided a travel voucher as gesture of good will."
Strykert has not yet responded to Jetstar's follow-up apology.