Originally Posted by
lrbenko
So I got this email back from Qatar Airways in response to the delayed bag. I had provided copies of receipts, boarding passes and related documentation. Not sure what to expect by Qatar refereeing it to the "Dubai airport team". Do the mean the Qatar airways airport team, or the 3rd party company that handles lost baggage at DXB? This doesn't look great for getting anything reimbursed. Any one else have this experience and know what I can expect?
"Firstly, we are sorry to learn of the delayed delivery of your baggage on your recent travel to Dubai on QR002/08 May 2022, and can certainly understand how unsettling it may have been for you.
We strive at all times, to provide optimal service to our customers, including prompt arrival of baggage. However, we trust you will understand that in spite of our best effort, checked baggage sometimes do not make it to the destination at the same time as the customer. You can be assured that all possible measures are being taken to avoid similar incident in the future.
Kindly be informed that all baggage related concerns or claims are handled by our airport teams directly. In this regard, we have referred your case with our Dubai airport colleagues for their further review and handling. We have requested our colleagues to reach out to you directly to address your concerns.
Thank you for taking the time to write to us and the opportunity to respond.
Yours Sincerely,
SM
Customer Care Officer
Qatar Airways - Going Places Together"
Its a bit hard to comment without the context of what you were asking Qatar to do, but the "Qatar" team at DXB will typically consist of
- A station manager that is a direct employee of Qatar - in DXB this might in fact be two people due to the number and frequency of flights
- An outsourced ground handling agent for check-in, dispatch, etc
- The use of a number of airport provided resources which likely includes baggage handling
it's hard to know whether the issue has been referred to the Qatar employees or a 3rd party. If the former you might if you are vey lucky get a reply or a follow up, if the latter I would assume it's just a service observation for information.