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A man who lost his headphones at the airport believes Qantas customer services didn’t even try to look for them during the month they were missing.
David accidentally dropped his Airpods in Terminal 3 at Sydney International Airport in February, but only realized they were missing when he left.
He checked the location tracking function on his phone to see that he had dropped them off at the Qantas terminal, called the airline’s lost and found area, to tell them where they were.
The traveler was surprised when an answering machine answered his call.
David lost his Airpods at the Qantas International Terminal at Sydney Airport and was disappointed when he never heard back from the airline (file image)
‘You can’t even talk to a human or get any indication that they’ve heard your lost and found problem. What kind of customer service is this? told 7News.
David left a message indicating the exact location he had dropped the Airpods, but never heard back from anyone from lost and found.
He was convinced that no one listened to the voicemail because, if they had, his item would have been easily recovered.
“Either they don’t check the messages people leave or they just don’t bother to help one of their customers for 10 minutes,” he added.
Two weeks after the Airpods first went missing, your phone stopped showing the device’s live location, presumably because the battery died.
You marked the Airpods as missing on your phone, which creates a pop-up when someone tries to use them, informing them that they are missing.
The pop-up message includes the owner’s contact details so strangers can easily return them.
David took to social media to share his dilemma and several people offered to help him, with one of them going to the airport to pick them up.
David put his Airpods on lost mode before a stranger finally found them and returned them without any intervention from Qantas.
An airline spokesperson said it was impossible to return all the lost items, but its customer service team did its best.
Responding to 7News, Qantas denied David’s allegation about its customer service and said its team worked diligently to reunite owners with their items.
“Hundreds of items are lost and found in the terminal and on planes every month, including around 100 pairs of AirPods, and our team works hard to reunite as many items as possible with their owners as quickly as possible,” a spokesperson said. to the publication. .
Other travelers, however, claim to have had experiences similar to David’s.
One person claimed that a customer service member in Canberra had told them when they picked up their lost items that voicemails are rarely checked.
Another person recommended that people should physically return to the location where they lost the item and make sure to speak to someone in person to resolve the issue.
A second traveler agreed, stating that they only got their car keys back when they went to check the counter themselves after waiting three days for a response.
Others argued that Qantas was doing the best it could and that returning every item lost at an airport was an impossible feat.
The owner of a small bar explained that he often tries to return customers’ lost items, but that the items lost each night by a crowd of 100 pale in comparison to an airport.
‘“I can only imagine the enormous rectal pain it would be to deal with, at scale, with Qantas customers,” he said.
WhatsNew2Day has contacted Qantas for additional comment.