Is your luggage safe in Australia? An airline began an investigation after a video showed luggage handlers moving bags in an allegedly rough manner.
Three handlers in the video can be seen slamming and throwing passengers’ luggage onto a conveyor belt while laughing, Business Insider reported Sunday.
The controversial video went viral on Chinese social media app TikTok:
“Yeah, it shouldn’t be done like that,” said a viewer of the clip, who added he would be “very unhappy” if it was his stuff.
“The behavior in this video is clearly not acceptable, and our contracted ground handler is conducting an urgent investigation,” a Qantas spokesperson told the Guardian.
A user of TikTok commented, “I don’t get why they have to be extremely violent with the bag.”
“That’s the reason I’ve traveled all around the world and got 2 suitcases broken only in Australia,” wrote another.
The actions in the video were reportedly condemned by Swissport CEO Brad Moore, who said that the two men have been warned that they may face “serious disciplinary action.”
“It is with regret that I advise that evidence has emerged today of Swissport Staff handling customer luggage in an unacceptable manner,” Moore reportedly wrote to his staff.
“Our 3000 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 (Covid) to assure quality standards in at times challenging circumstances,” wrote Moore, per news.com.au.
“Disrespectful behavior to our customer luggage and personal effects will not be tolerated and will result in serious disciplinary action,” he added.
The incident was discussed by Canstar Insurance Expert Steve Mickenbecker, who offered some advice for travelers:
“Travel insurance does protect you. Now, first up if you have a problem with your baggage your first port of call is the airline. They will actually pay the first … they’re liable. There’s a limit on their liability though.”
He additionally added that travelers should take before and after photos of any valuables they hope to transport, as “It becomes particularly important if you have an item of great value or significant value in your baggage.”