Hey Shane, its me Bobby the Security Guard at T2 Oversize at Melbourne airport at 12:55 Thanks for the kind words you are a Gentlemen. Cheers Bobby Chapkun👌😁
Any way you have an IN with Fiji airways? They lost my bag 11 days ago and im back in Canada now. I have family in Melbourne that can pick it up. Im pretty sure it never got on the plane.
Hey Bobby. They have also lost my suitcase from Singapore to Melbourne 21 days ago and are closing the tracing case. I have been unable to make contact with swissport. I have photographs of missing bag if you could assist? I believe its probably up in swissport offices too.
Hi Shane. I want to thank you very much for your video. Believe it or not my fathers Bag (the red one) was right on top of your bag and he saw it on the news !. He quickly took a photo and went to the airport following your instructions and managed to collect his bag. If it wasn't for you and your video he would never have found his bag. The biggest thanks to you!!!!
Circling back to thank the bloke at oversized luggage, just shows the quality human you are! Well done, too many people only think of themselves these days - that was really nice.
I got an AirTag for my bike on your recommendation. The first time I flew with my bike, I used one to track it. And as luck would have it, the airline failed to load my bike on the plane! I got to watch in real time as we pushed back that the bike was still in the terminal. They loaded it onto the next flight, which I could see once we landed and my phone got cell service back. So, I hung out in the airport for two hours and got it back. Had I not had the tracking, I would have been spared the stress of knowing it had been left behind, but I would have suffered the stress of waiting for it to come out in baggage claim in vain and then hunting it down. I prefer knowing!
I am confident that Swissport will take immediate action. They will ban passengers from their offices, ban photography and issue a statement about how “customer service is our highest priority”. The helpful employees will be reprimanded.
That wouldn't surprise me.... but hey... I did what it took to get my bag and equipment when they were clearly unable to. And given I've lost more than a day with this shambles, it all goes up on RUclips as a lesson for others.
Sounds about right. Probably will add a clause to their carriage terms to deny responsibility/culpability/service to bags with tracking devices on them.
Well done mate. As a German-Australian with an interest in cross-cultural stuff your video is a gold-standard example of how you get something (a bit unusual) done in Australia: Staying calm, staying friendly, as casual as possible, hints of exasperation to keep people on side - what an achievement under the circumstances!
Shane such good news that YOU found the bag, sounds like Swissport are lacking in reuniting thier bags with their owners. The AirTags or Galaxy Smarts Tags should be compulsory for all travel (I know they're pricey) but the peace of mind it gives you to know where your bag is such a good feeling. I hope Melbourne Airport have watched this.
The airtag is brilliant. I was considering flying Singapore Airlines to Europe for a Bikepacking trip and it seems your experience is helping me reconsider my option. For an airline that's considered one of best in the world, this level of incompetence is unbelievable. Singapore Airlines need to do better.
Well Done Shane! Thank you to the Airport Security Services man! ( he will probably be reprimanded or loose his job for a security breach knowing the current employer butt covering) Showing the real world application and personal empowerment you have with the AirTag, demonstrates why AirTags have been ‘withdrawn from sale’ since launch in most Ozy stores for a battery door non-compliance. Today they started putting safety / warning stickers on anything that contained a button cell inside (babies don’t read stickers!), and removing any item from sale that didn’t have a screw fixing the battery door. Parallel airline service story… my mates resigned from frontline service, they dismissed everyone as c19 arrived, rehired minimal staff, hammered them with overwork, & now can’t keep up with normal levels of travel and can’t get extra staff. Great vid Shane!
"someone is listening to the voicemails"....no, someone is *deleting* the voicemails so that the calls stop bouncing to their desk when the inbox is full 😂
Dear Lama: You might think this video is about how good Apple's AirTags are at helping people find lost items. But it really isn't. It's really about how effective the characteristic good-humoured directness of so many Australians is at solving problems. "Good humoured" - always saying things with a smile. Never confrontational. Never making the opposite party feel threatened or demeaned. But paired with.... "Direct." Not apologising for something you don't need to apologise for. But stating very clearly the facts and what you are trying to achieve. Apple's AirTags are great, and I'm very glad you got your bag and gear back. But most of the credit goes to the interpersonal skills demonstrated in this video. Cheers Mate! You've done us all a good un'
What an excellent showcase for airtags! You found a new believer here! Great you came here to NL just to pick up some Stroopwafels and some random stuff 😉
You nailed it. The true test of the customer service of a business is not when things are going fine and dandy. It is how they perform when things go south. In this case, both the Singapore Airlines and Swissport failed miserably. After a terrible customer service experience with AirAsia years ago during which I had to deal with them for 6 months before they eventually agreed to refund me for a flight that they had canceled - I didn't find out about the canceled flight until I arrived at the airport because they had not sent any notification - they lost me as a customer for good.
Ah Max is the cutest! Great real world video highlighting poor customer service. Just as an aside Shane, it'd be great to get an understanding of your 'job' and have a video on what kinds of things you are doing around RUclips, other social media, and perhaps any other kind of work you do to supplement RUclips. I'm fascinated as to how content creators such as yourself balance various aspects of work and home life and I'm sure I'm not the only one! Of course, only if you're comfortable in sharing!
This was fascinating to watch! I think at this point, all airlines should just give free air tags to all passengers to put in their bags, to locate it themselves later, rather than the backlog nightmare so many passengers are going through all over the world. Kudos to all those who helped you at Swissport and security, that kind of helpfulness can be rare. I myself am going to travel only with a carry on bag from now on...
As someone who has searched an airline office without an air tag for my bag (which I did find) but without an air tag, I can say for sure I'm getting a few.
I started watching this morning before work and finished this evening. I really liked this video. Kudos to large baggage guy and awesome of you to go back a d thank him
Thank you for sharing this, it was super helpful - I’m dreading my upcoming trip to Europe from Canada due to the luggage nightmare you hear from all over the place! Also got 2 AirTags & hopefully everything will go smooth with out lost suitcases!! Thanks again 👏👍 I’m happy that you finally got your missing suitcase 👍😄
Needed to see this as I,m AirTag-ready, flying Singapore this week, and running tests and wanted to know what to Ear video. I’m actually stressed watching it, lol but was like great to see how complex that was EVEN with a tracking device on it! Also WHY are they hoarding piles of luggage in their office??? Instead of processing them out!! Brilliant video
I am going to be flying to Europe (from Canada) with my family in a few weeks. I'm also taking a bike. I have some AirTags, but not enough for each bag... I'm thinking I need one for each one of our checked bags. I appreciate your video and you circling back to find the guy in oversize baggage, good on you mate (and good on him, he was very helpful).
I had a mate get his bike not make the flight and then get “lost” by Jetstar on the way to Cairns 2 weeks ago. Luckily I had put an AirTag on it and he ended up ringing the service desk is Cairns, when they told him they weren’t sure where it was he could tell them that it was over near the hire car desk. Sure enough the walk over and bam there it is. AirTag for the win!!!
I use Airtags also to track my luggage. Changing airlines/not flying Singapore again won't solve the issue. All Airlines are losing bags. Many of the airlines share the same outsourced baggage services.
Brilliant video. I just bought 4 Airtags after watching. Sadly, I'm thinking a lot of those bags in Swissport's offices will never be reunited with their owners. As all of the bags have baggage reference ID's, why wouldn't they have someone pro-actively going through the bags and contacting the owners? Seems pretty simple if you care at all about your customers!
I’m in the aviation game and yes, Swissport are useless the world over! The one thing that puzzled me was that your bag still had its tag attached, what the hell? That should have been their ticket to getting it back to you right there!
I'm at a loss as to why there wasn't someone tasked with clearing the bags from their offices... or at least contacting the owners to reassure them they were going to get their bags at some point. I think people would be willing to accept slower than normal processing given 'climate' with air travel.
Maybe the person in charge of that service is away with COVID, bags piling up at their desk but no-one else thought to deal with them because "that's not my job".
@@5teve85 Airlines in general are terribly understaffed after whole COVID catastrophe. They lost/laid off a lot of workers and can't get them back as people moved on to other occupations.
@@davewaterworth8846 Airports are a business. Storage facilities aren't exactly a high priority for them. That said MEL does have swathes of industrial zoned land to the south east of the airport that's now just a maze of warehouses and logistics hubs, so it's not like warehouses are hard to come by
Glad you got your bag back. Having travelled not on Singapore Airlines all airlines are having this type of problem. It’s impossible to provide good customer service when their simply isn’t the staff to even answer the phone. The companies need to hire more people and pay more to keep good people but that means fares are going to be higher
I flew yesterday and my bag hasn't been located yet, I've called different people and they all tell me different things. I hope I get it back soon, but definitely need to get this tag so I can locate my bags next time I travel just in case it happens again! Or rather the non iPhone version, hopefully it works just as well. Thanks for the video!
Hey Shane, great video of using the air tags! SQ is one of my favourite airlines and they are very good but this situation was unlucky. Can I suggest if you have a Krisflyer frequent flyer account with Singapore Airlines that you go onto their website and file a complaint to let them know what happened and ask for compensation. They will most likely give you frequent flyer miles which is better than nothing. But anyway good video and Im glad you got your bag!
It's clear to me that Swissport literally has no real process in place for reuniting passengers with "lost" luggage. All those "lost" bags were just dumped in spare meeting rooms with no system in place whatsoever. Glad it ended well!
Yep, that was my thought exactly. None of the people are actively malicious, and are probably floundering under incredible loads. The thing is a decent process and time/movement study would resolve so much of everyone's pain! At the very least, prioritise bags that are clearly labeled and able to be just dropped on a courier van and sent to the owner!
I Had a similar situation some years ago between Dubai and Bangkok with Oman Air. I had a very early tracker called a Globetrac in my bag so when it didn’t arrive in BKK I was able to tell the person at the baggage desk that it was still in Muscat. Oman Air delivered the bag the next day and paid cash compensation when I checked in on my return journey. Coulda been worse but the baggage tracker was great as it gave me some comfort. Globetrac don’t exist anymore so I’m off to buy an AirTag.
Currently going through the exact same thing! AMS - SIN - MEL with Singapore Airlines, it's been 2 weeks with no news on e-mail or line, or anything substantial from customer service Still waiting, it sucks! No airtag, unfortunately, so there's only so much we can do beyond waiting patiently and calling daily!
Great real world video on how great AirTags are. After watching earlier videos I put on one on my bike bag flying too and from USA . Great way to track them !
And they say never take matters into your own hands. In this day and age this is becoming essential due to the inefficiency of processes and generally paid employees attitudes, or lack there of. Good on him for using his initiative when all else failed.
Glad you got your bag back. Mine disappeared for 12 days in Scotland and only showed up the night before our flight home. Swissport had it there as well, and finally one guy at Swissport located it and drove it to us. FYI, Swissport are hired by the airports, not the airlines. That doesn’t make it better, but just flying another airline won’t stop the bag from ending up with SP or a similar contractor. I didn’t fly Singapore, and same result… It does make me think about getting AirTags for my bags in future though. I only rarely check a bag and confirms that as a best strategy! Pack light!
OK, this was way more interesting than I thought. I always thought AirTags are mostly for fun, so I didn't even look in depth how they work. This video was a very good advert, thank you :)
Hi Shane, I see stories in the media of baggage chaos in other parts of the world. Heathrow badly hit with baggage malfunctions piles of baggage reclaims building up. No doubt it’s not related to your issue but there are service issues at airports everywhere, staff shortages etc and they are predicting more trouble these upcoming school holidays. You had to go to extreme lengths with your AirTag (been AirTagging my luggage and bike bag this last year too) but what about those other people who are waiting on a dead phone line not sure where to turn next !!!
Had the same experience on a much smaller scale a couple of weeks ago with Qantas. No luggage when I arrived in Rockhampton which is just great when your shift kicks off at 0530 the next morning. Bag made it a couple of hours later on their last flight in for the night and delivered within half an hour after that. Not a fun few hours stressing but worked out. Wish there was an airtag system that worked with Android. Would be most useful for tracking my gear
As Tim said above, Samsung do Smart Tag which I put in my bike box when flying to Mallorca. No problems with the luggage but was a good to see the bike progressing and the back up incase needed
I need to buy some AirTags. Other than the bike, this is the perfect use for them. Glad you got the bag back. Reminds me of when my bag was lost when I went to Dubai. Was wandering around the city in jeans in 38C, which wasn’t fun. Didn’t get updates on the bag so I took a taxi to the airport and they let me into various back offices/storage rooms to look for it. Luckily for me, it was actually on a flight that had just landed so I ended up watching it come out on the carousel!
Yeah! Glad this worked out for you! I can see if you travel with critical equipment or moving a household, where this tech would really pay off. I think Apple should comp you with a few extra air tags!
Although I completely understand the comments about the potential negative outcomes of this abomination, I can see a different outcome where it may be REQUIRED to have your own air tag on your luggage or at least a last minute counter option that will cost a few extra dollars. I like to think of that outcome because of the kool calm way you handled all of this. My head would have exploded multiple times. As for myself, I’m gonna grab me about 5-6 of these doodads as I’m getting olde and misplacing things more frequently. Thanks for sharing this with us. That was a straight up nightmare.
Man I've been hearing about how a lot of corporate and affiliate bloat jobs are a bit like adult daycare where people get little to nothing done yet get well paid with decent perks, I hope that office you visited was not the case and they were just very busy, but yeah the adult day care jobs thing has really opened my eyes to jobs that just should not exsist or are being done very badly under the cloud of associated burocratic processes.
Air Tags - 1, Singapore Airlines - 0. Glad you got your belongings back. Needless to say, I'm traveling with my Air Tags on my way to the TDF next week!
Shame Miller! Good work. After a week, put those guys to shame. Your bag had its bar code tag. Wondering why it wasn’t scanned and recorded as being in that office. They already have equipment for that. Any time I travel I take a photo of the bag and it’s tag, right before it gets dropped off. It is much easier for a person to search a room it they have a visual image to go by.
Hey my man, concerning your expensive parking problem there - what I typically to when I travel around in my country or just Europe in general, as parking here is quite expensive too, I just put a cheap bike into my car's trunk and park a few kilometers or hundred meters away from where I want to go. Typically the end result of this is that I can both enjoy free parking and riding my bike, and also being faster downtown than both on car and on foot. My verison of the Park and Ride concept, but without nasty public transit.
Really glad you got your bag back, but I think sadly 'Retroracer' is right!....another thing Swissport might change is a an electromagnetic radiation proof bag store so you couldn't achieve what you did, I see this as more likely than them improving their lost bag return system!.....yes, I'm cynical after 40 yrs in the aviation industry!....p.s. if you travel next time with another carrier, chances are the 'Handling Agent' will be Swissport!...Great videos!, even the non cycling ones!. Rob UK
Thank you for recording that. I had a.very similar situation with United Airlines losing my bag on a flight from Frankfurt to Washington DC. I tried everything, calls, emails etc and had zero response. I waited on the phone multiple times for an hour or more, was cut off more than once and spent 3 hours filling out a lost bag report only to have their system crash before it accepted it. I finally hit United up on their Facebook page. I think that may have helped. 13 days after my bag was lost we received a knock on the door and the bag was delivered. I tried multiple times to find out what happened to it and received no replies. A friend recommended AirTags and I bought a four pack and will use them on my next trip!
The Australian ACCC should be investigating as Shane you have have highlight the shameful Australian Airline & Tourism industry include the high cost such as parking. Forget interest rate hikes the airports and associated industries such as Swissport have be ripping off airline passengers for years with Government turning blind eye. Well done and thank you as I will be purchasing AirTags for my next flights.
After watching this I went out and bought some AirTags. The first trip after putting the tag in my bike box the box failed to arrive in Chiang Mai. I was able to tell the nice lady from Thai Airways that the box was still in Sydney. Clearly I tempted fate and paid the price. Hoping for a speedy reunion.
Thank you so much for this! I have air tags on everything, but have not had the chance to travel yet because of Covid. Your video has given me confidence in air tags 👍 I have an air tag secretly under the seat of my Cevelo R5 and have traveled to Singapore in the past, where I cycle with friends of my Singapore partner, who lives with me now in Canada.
Wow this really shows the advantages of using the AirTag great vid.. I use them and been really impressed with them.. very bad service from the airline.. glad you got your bag back 🚴🤩👍🇬🇧
Hmm guess when I travel anywhere I will definitely have to get some of those tags. Totally awesome you could find your bag like that (not that you should have to).
Great Video, Shane, thanks, think, will need to put an air tag in my baggage as well from now on.😉 Can you answer me one question: Which backback do you have? 😀
Swissport has a highly motivated and dynamic workforce throughout Australia and New Zealand and around the globe. Our success can be attributed to our exceptional team who possess a Can Do, Will Do attitude and determination to go above and beyond delivering the highest standards for our clients and providing a memorable customer experience for our passengers. If you believe you are a perfect fit, we would love to hear from you. GP Lama clearly has had a "memorable customer experience" I have just ordered my Air tags. Thks Shane awesome video!
@GPLama Sorry to hear about your experience! I heard that during the pandemic a lot of staff was laid off in the airline industry and now they can handle the demand. Same in the concert industry and so on. I guess we will live with that for a while. But glad you got your peanut butter! I will head to the Neatherland this summer just to get that! Super amazing! Where did you buy it? :)
The Lama has gone viral and made the lead story for the Daily Mail!!! However, I don't quite see you "storming" past security. You were courteous and respectful at all times.
it will be interesting if there is a follow up on the story and you find some swissport baggage handlers have been doing something they shouldn't be doing....
Had a similar thing last time I went to Mallorca, my bike didn't turn up Fortunately all went smooth and they delivered it to my apartment in Puerto Pollenca the following day. Was properly stressful felt like I was leaving the safety of a child in the hands of some totally unknown people that in 2 weeks I will never see again. The relief when it turned up tho, oh my. At the airport they were really apologetic (even if I did kinda book it on ever so slightly past the last minute and i didn't quite purvey that notion if you know what I mean, whoops 🤫)
It would be so easy for airports/airlines/baggage service companies to implement some sort of global standard RFID luggage tags, with scanners at throughout the system
iirc there were some kind of RFID tags being used a while ago at MEL. I could be mistaken. I guess it'd take some kind of global agreement on standards.
Heaven forbid - a global standard luggage tag that can be used by all airlines to track luggage instead of a printed label with a code. Next would be a ticket that fits in a passport without bending it.
@@gplama Yes, the logistics and money would likely get in the way. I'm not an expert on those sorts of technologies, but I can't imagine it would be technically feasilble.
Having consumables on the bag, you were lucky the bag was not stuck on the "other side of the border". I wonder how bio security is being handled. Was the bag oppened?
What a story. Mixed feelings as you got the bag back but what shoddy customer service. What if you didn’t have an AirTag. Glad you got the M&M Spread back. But who will Reimburse you for all your costs, financial and time
A few people have asked about what kind of reimbursement I've been offered.... to date, none. I've still had no contact from the airline or their carrier.
Swissport has known reputation for poor management. The Melbourne base is a shambles from check in to boarding the plane going later than departure time looks like arriving back back to Melbourne with baggage services is just as bad .I think they used to be called aerocare they were all over the news and got shut down but I think they just renamed themselves under swissport. The staff clearly havnt had training in dealing with stuff like this. What a joke!
i wonder how long it wouldve taken them if you havent walked in and personally found it what a disaster im having a similar problem at the moment where i travelled from thailand bangkok to sydney australia and its been almost a week now and im having the same problem they dont answer phones or anything i wish i did know about air tag before
Great video on top of that water bottle mount airtag holder...ordering 1 pack of airtags and 2 of the mounts. Out of curiosity (and sorry if I missed this in your vid) where did you put the airtag on your lost luggage? Was in placed inside the bag or it was outside with a airtag holder. Cheers mate
Hey Shane, its me Bobby the Security Guard at T2 Oversize at Melbourne airport at 12:55 Thanks for the kind words you are a Gentlemen. Cheers Bobby Chapkun👌😁
Great job Bobby - airports need more people like you. Also, isn't the Internet amazing?!
Any way you have an IN with Fiji airways? They lost my bag 11 days ago and im back in Canada now. I have family in Melbourne that can pick it up. Im pretty sure it never got on the plane.
Hey Bobby. They have also lost my suitcase from Singapore to Melbourne 21 days ago and are closing the tracing case. I have been unable to make contact with swissport. I have photographs of missing bag if you could assist? I believe its probably up in swissport offices too.
Hi Shane. I want to thank you very much for your video. Believe it or not my fathers Bag (the red one) was right on top of your bag and he saw it on the news !. He quickly took a photo and went to the airport following your instructions and managed to collect his bag. If it wasn't for you and your video he would never have found his bag. The biggest thanks to you!!!!
Awesome
That's just insane :)
Circling back to thank the bloke at oversized luggage, just shows the quality human you are!
Well done, too many people only think of themselves these days - that was really nice.
I got an AirTag for my bike on your recommendation. The first time I flew with my bike, I used one to track it. And as luck would have it, the airline failed to load my bike on the plane! I got to watch in real time as we pushed back that the bike was still in the terminal. They loaded it onto the next flight, which I could see once we landed and my phone got cell service back. So, I hung out in the airport for two hours and got it back. Had I not had the tracking, I would have been spared the stress of knowing it had been left behind, but I would have suffered the stress of waiting for it to come out in baggage claim in vain and then hunting it down. I prefer knowing!
I am confident that Swissport will take immediate action. They will ban passengers from their offices, ban photography and issue a statement about how “customer service is our highest priority”. The helpful employees will be reprimanded.
That wouldn't surprise me.... but hey... I did what it took to get my bag and equipment when they were clearly unable to. And given I've lost more than a day with this shambles, it all goes up on RUclips as a lesson for others.
I also think you are unfortunately right. Generally they give zero shits about improving… unless it’s their bank account.
Read the reviews of Swissport as an employer on Indeed. It's hardly surprising that they can't handle customer service.
Sounds about right. Probably will add a clause to their carriage terms to deny responsibility/culpability/service to bags with tracking devices on them.
Are they related to Swiss the airline? I've flown Swiss a few times and their service was faultless.
Well done mate. As a German-Australian with an interest in cross-cultural stuff your video is a gold-standard example of how you get something (a bit unusual) done in Australia: Staying calm, staying friendly, as casual as possible, hints of exasperation to keep people on side - what an achievement under the circumstances!
An excellent endorsement for the Apple AirTag and worth mentioning that your son is extremely adorable! What a nice way to wrap up the video.
Shane such good news that YOU found the bag, sounds like Swissport are lacking in reuniting thier bags with their owners. The AirTags or Galaxy Smarts Tags should be compulsory for all travel (I know they're pricey) but the peace of mind it gives you to know where your bag is such a good feeling. I hope Melbourne Airport have watched this.
The airtag is brilliant. I was considering flying Singapore Airlines to Europe for a Bikepacking trip and it seems your experience is helping me reconsider my option. For an airline that's considered one of best in the world, this level of incompetence is unbelievable. Singapore Airlines need to do better.
One of the best adverts for AirTag you’ll see. Thanks for documenting this Shane.
it is very impressive how polite you are with all your interactions considering how pissed you were at the beginning.
Well Done Shane! Thank you to the Airport Security Services man! ( he will probably be reprimanded or loose his job for a security breach knowing the current employer butt covering)
Showing the real world application and personal empowerment you have with the AirTag, demonstrates why AirTags have been ‘withdrawn from sale’ since launch in most Ozy stores for a battery door non-compliance.
Today they started putting safety / warning stickers on anything that contained a button cell inside (babies don’t read stickers!), and removing any item from sale that didn’t have a screw fixing the battery door.
Parallel airline service story… my mates resigned from frontline service, they dismissed everyone as c19 arrived, rehired minimal staff, hammered them with overwork, & now can’t keep up with normal levels of travel and can’t get extra staff.
Great vid Shane!
"someone is listening to the voicemails"....no, someone is *deleting* the voicemails so that the calls stop bouncing to their desk when the inbox is full 😂
You’re lucky giving all this accessibility,I doubt a lot of people will be that lucky, great you got your bag back kudos apple.
Best AirTag advert ever. I've been wavering on buying some but can't quite swallow the cost. But now, I won't be taking another flight without one.
Dear Lama:
You might think this video is about how good Apple's AirTags are at helping people find lost items. But it really isn't.
It's really about how effective the characteristic good-humoured directness of so many Australians is at solving problems.
"Good humoured" - always saying things with a smile. Never confrontational. Never making the opposite party feel threatened or demeaned. But paired with....
"Direct." Not apologising for something you don't need to apologise for. But stating very clearly the facts and what you are trying to achieve.
Apple's AirTags are great, and I'm very glad you got your bag and gear back. But most of the credit goes to the interpersonal skills demonstrated in this video.
Cheers Mate! You've done us all a good un'
What an excellent showcase for airtags! You found a new believer here! Great you came here to NL just to pick up some Stroopwafels and some random stuff 😉
You nailed it. The true test of the customer service of a business is not when things are going fine and dandy. It is how they perform when things go south. In this case, both the Singapore Airlines and Swissport failed miserably. After a terrible customer service experience with AirAsia years ago during which I had to deal with them for 6 months before they eventually agreed to refund me for a flight that they had canceled - I didn't find out about the canceled flight until I arrived at the airport because they had not sent any notification - they lost me as a customer for good.
So happy you were able to recover your goods!
As soon as I saw this was 28 minutes long, I knew we were in for a treat.
Ah Max is the cutest!
Great real world video highlighting poor customer service.
Just as an aside Shane, it'd be great to get an understanding of your 'job' and have a video on what kinds of things you are doing around RUclips, other social media, and perhaps any other kind of work you do to supplement RUclips. I'm fascinated as to how content creators such as yourself balance various aspects of work and home life and I'm sure I'm not the only one! Of course, only if you're comfortable in sharing!
This was fascinating to watch! I think at this point, all airlines should just give free air tags to all passengers to put in their bags, to locate it themselves later, rather than the backlog nightmare so many passengers are going through all over the world. Kudos to all those who helped you at Swissport and security, that kind of helpfulness can be rare.
I myself am going to travel only with a carry on bag from now on...
As someone who has searched an airline office without an air tag for my bag (which I did find) but without an air tag, I can say for sure I'm getting a few.
Going to have to buy one now! I've seen your bike locator vids but this is not just useful tech, but essential tech. Thank you.
Little llam looks great,sweet kid👍
I started watching this morning before work and finished this evening. I really liked this video. Kudos to large baggage guy and awesome of you to go back a d thank him
Thank you for sharing this, it was super helpful - I’m dreading my upcoming trip to Europe from Canada due to the luggage nightmare you hear from all over the place! Also got 2 AirTags & hopefully everything will go smooth with out lost suitcases!! Thanks again 👏👍 I’m happy that you finally got your missing suitcase 👍😄
Needed to see this as I,m AirTag-ready, flying Singapore this week, and running tests and wanted to know what to Ear video. I’m actually stressed watching it, lol but was like great to see how complex that was EVEN with a tracking device on it! Also WHY are they hoarding piles of luggage in their office??? Instead of processing them out!! Brilliant video
Glad it was helpful!
The staff at Swissport did not give two f’s. How disappointing. Glad you got your bag back! I’ve just ordered my Air Tag!
I am going to be flying to Europe (from Canada) with my family in a few weeks. I'm also taking a bike.
I have some AirTags, but not enough for each bag... I'm thinking I need one for each one of our checked bags.
I appreciate your video and you circling back to find the guy in oversize baggage, good on you mate (and good on him, he was very helpful).
I had a mate get his bike not make the flight and then get “lost” by Jetstar on the way to Cairns 2 weeks ago. Luckily I had put an AirTag on it and he ended up ringing the service desk is Cairns, when they told him they weren’t sure where it was he could tell them that it was over near the hire car desk. Sure enough the walk over and bam there it is. AirTag for the win!!!
I use Airtags also to track my luggage. Changing airlines/not flying Singapore again won't solve the issue. All Airlines are losing bags. Many of the airlines share the same outsourced baggage services.
Brilliant video. I just bought 4 Airtags after watching. Sadly, I'm thinking a lot of those bags in Swissport's offices will never be reunited with their owners. As all of the bags have baggage reference ID's, why wouldn't they have someone pro-actively going through the bags and contacting the owners? Seems pretty simple if you care at all about your customers!
I’m in the aviation game and yes, Swissport are useless the world over! The one thing that puzzled me was that your bag still had its tag attached, what the hell? That should have been their ticket to getting it back to you right there!
I'm at a loss as to why there wasn't someone tasked with clearing the bags from their offices... or at least contacting the owners to reassure them they were going to get their bags at some point. I think people would be willing to accept slower than normal processing given 'climate' with air travel.
Maybe the person in charge of that service is away with COVID, bags piling up at their desk but no-one else thought to deal with them because "that's not my job".
@@5teve85 Airlines in general are terribly understaffed after whole COVID catastrophe. They lost/laid off a lot of workers and can't get them back as people moved on to other occupations.
Why are there random bags lying around everywhere in the office? I would have thought they'd have some sort of storage area
@@davewaterworth8846 Airports are a business. Storage facilities aren't exactly a high priority for them. That said MEL does have swathes of industrial zoned land to the south east of the airport that's now just a maze of warehouses and logistics hubs, so it's not like warehouses are hard to come by
Great Job. Happy you got your bag back!! At least you shined the light on what that Air Carrier is lacking in.
Glad you got your bag back. Having travelled not on Singapore Airlines all airlines are having this type of problem. It’s impossible to provide good customer service when their simply isn’t the staff to even answer the phone. The companies need to hire more people and pay more to keep good people but that means fares are going to be higher
I flew yesterday and my bag hasn't been located yet, I've called different people and they all tell me different things. I hope I get it back soon, but definitely need to get this tag so I can locate my bags next time I travel just in case it happens again! Or rather the non iPhone version, hopefully it works just as well. Thanks for the video!
Hey Shane, great video of using the air tags! SQ is one of my favourite airlines and they are very good but this situation was unlucky. Can I suggest if you have a Krisflyer frequent flyer account with Singapore Airlines that you go onto their website and file a complaint to let them know what happened and ask for compensation. They will most likely give you frequent flyer miles which is better than nothing. But anyway good video and Im glad you got your bag!
It's clear to me that Swissport literally has no real process in place for reuniting passengers with "lost" luggage. All those "lost" bags were just dumped in spare meeting rooms with no system in place whatsoever. Glad it ended well!
Yep, that was my thought exactly. None of the people are actively malicious, and are probably floundering under incredible loads. The thing is a decent process and time/movement study would resolve so much of everyone's pain! At the very least, prioritise bags that are clearly labeled and able to be just dropped on a courier van and sent to the owner!
Great ending of the story with a happy kid )
I Had a similar situation some years ago between Dubai and Bangkok with Oman Air. I had a very early tracker called a Globetrac in my bag so when it didn’t arrive in BKK I was able to tell the person at the baggage desk that it was still in Muscat.
Oman Air delivered the bag the next day and paid cash compensation when I checked in on my return journey.
Coulda been worse but the baggage tracker was great as it gave me some comfort. Globetrac don’t exist anymore so I’m off to buy an AirTag.
Currently going through the exact same thing!
AMS - SIN - MEL with Singapore Airlines, it's been 2 weeks with no news on e-mail or line, or anything substantial from customer service
Still waiting, it sucks!
No airtag, unfortunately, so there's only so much we can do beyond waiting patiently and calling daily!
Great real world video on how great AirTags are. After watching earlier videos I put on one on my bike bag flying too and from USA . Great way to track them !
And they say never take matters into your own hands. In this day and age this is becoming essential due to the inefficiency of processes and generally paid employees attitudes, or lack there of. Good on him for using his initiative when all else failed.
Glad you got your bag back. Mine disappeared for 12 days in Scotland and only showed up the night before our flight home. Swissport had it there as well, and finally one guy at Swissport located it and drove it to us. FYI, Swissport are hired by the airports, not the airlines. That doesn’t make it better, but just flying another airline won’t stop the bag from ending up with SP or a similar contractor. I didn’t fly Singapore, and same result… It does make me think about getting AirTags for my bags in future though. I only rarely check a bag and confirms that as a best strategy! Pack light!
OK, this was way more interesting than I thought. I always thought AirTags are mostly for fun, so I didn't even look in depth how they work. This video was a very good advert, thank you :)
Hi Shane, I see stories in the media of baggage chaos in other parts of the world. Heathrow badly hit with baggage malfunctions piles of baggage reclaims building up. No doubt it’s not related to your issue but there are service issues at airports everywhere, staff shortages etc and they are predicting more trouble these upcoming school holidays. You had to go to extreme lengths with your AirTag (been AirTagging my luggage and bike bag this last year too) but what about those other people who are waiting on a dead phone line not sure where to turn next !!!
Had the same experience on a much smaller scale a couple of weeks ago with Qantas. No luggage when I arrived in Rockhampton which is just great when your shift kicks off at 0530 the next morning. Bag made it a couple of hours later on their last flight in for the night and delivered within half an hour after that. Not a fun few hours stressing but worked out. Wish there was an airtag system that worked with Android. Would be most useful for tracking my gear
Samsung has it's SmartTags but, like the Apple tags, they're are limited to their own brand phones AFAIK.
As Tim said above, Samsung do Smart Tag which I put in my bike box when flying to Mallorca. No problems with the luggage but was a good to see the bike progressing and the back up incase needed
This is so satisfying. Excellent work, Shane.
I need to buy some AirTags. Other than the bike, this is the perfect use for them. Glad you got the bag back.
Reminds me of when my bag was lost when I went to Dubai. Was wandering around the city in jeans in 38C, which wasn’t fun. Didn’t get updates on the bag so I took a taxi to the airport and they let me into various back offices/storage rooms to look for it. Luckily for me, it was actually on a flight that had just landed so I ended up watching it come out on the carousel!
This was superb content. Step by step, so helpful. Just ordered 4 of them
Yeah! Glad this worked out for you! I can see if you travel with critical equipment or moving a household, where this tech would really pay off. I think Apple should comp you with a few extra air tags!
I'd be happy with my parking being paid. Maybe a return flight back to EU. 🤣
Great story mate. I also have been using the AirTags in all my luggage for some time. My Cycling kit is always carry on.. 😂😂
Wow - airtags here I come!
Awesome 👏🏼 I just lost my luggage today. I’m getting AirTags 😀
Although I completely understand the comments about the potential negative outcomes of this abomination, I can see a different outcome where it may be REQUIRED to have your own air tag on your luggage or at least a last minute counter option that will cost a few extra dollars. I like to think of that outcome because of the kool calm way you handled all of this. My head would have exploded multiple times. As for myself, I’m gonna grab me about 5-6 of these doodads as I’m getting olde and misplacing things more frequently. Thanks for sharing this with us. That was a straight up nightmare.
great use of technology shane! well done!
Hey Shane,
Nice story on Sunrise this morning 😊👍 I bet there will now be a rush for air tags I hope they thank you for the publicity 😊👍😂🤣
Tune in at 7-50am. :)
Great video Shane!
Apple should send you some compensation for this great commercial. I’ll have to buy one now. Oversize Bag guy was great too.
I am not using an i-phone...but that video starts to ring a bell in my head..... :-(..... = thank you !
Off to Melbourne on Thursday. All my current AirTags are in use. Off to buy some more now to put in with the checked bag. Timely. Thank you.
There's still a 16 AirTag per Apple ID limit. Watch for that.
@@gplama thanks. Didn’t know that, but I’m well under that limit.
Wish they would implement family sharing with AirTags...
Man I've been hearing about how a lot of corporate and affiliate bloat jobs are a bit like adult daycare where people get little to nothing done yet get well paid with decent perks, I hope that office you visited was not the case and they were just very busy, but yeah the adult day care jobs thing has really opened my eyes to jobs that just should not exsist or are being done very badly under the cloud of associated burocratic processes.
Air Tags - 1, Singapore Airlines - 0. Glad you got your belongings back. Needless to say, I'm traveling with my Air Tags on my way to the TDF next week!
Never done any overseas travelling but an Airtag will be a must for whenever I do!
Apple Airtags are a wonderful invention.
They are!
Shame Miller! Good work. After a week, put those guys to shame. Your bag had its bar code tag. Wondering why it wasn’t scanned and recorded as being in that office. They already have equipment for that.
Any time I travel I take a photo of the bag and it’s tag, right before it gets dropped off. It is much easier for a person to search a room it they have a visual image to go by.
The photo idea is a great one. I’ll be doing that from now on too. 👌🏼
Shane: Happy to have my M&M peanutbutter.
Also Shane: Oh yeah, and $1000 worth of cycling gear.
You have your priorities straight
Anything M&M is LIFE! 🤣
I am 100% with you on this!
Hey my man, concerning your expensive parking problem there - what I typically to when I travel around in my country or just Europe in general, as parking here is quite expensive too, I just put a cheap bike into my car's trunk and park a few kilometers or hundred meters away from where I want to go. Typically the end result of this is that I can both enjoy free parking and riding my bike, and also being faster downtown than both on car and on foot. My verison of the Park and Ride concept, but without nasty public transit.
...then you can use an AirTag to locate the bike when it gets stolen while you're in the shops! :)
Shane Wilson according to sunrise 😂 Great to see you on the news mate
They must have given me an alias so Singapore Airlines don't ban me for life! 🤣
@@gplama hahahaha mate not surprising but you did great
This is one of the main reasons I now have airtags in all my bags when Im flying.
Really glad you got your bag back, but I think sadly 'Retroracer' is right!....another thing Swissport might change is a an electromagnetic radiation proof bag store so you couldn't achieve what you did, I see this as more likely than them improving their lost bag return system!.....yes, I'm cynical after 40 yrs in the aviation industry!....p.s. if you travel next time with another carrier, chances are the 'Handling Agent' will be Swissport!...Great videos!, even the non cycling ones!. Rob UK
This is insanely awesome
Thank you for recording that. I had a.very similar situation with United Airlines losing my bag on a flight from Frankfurt to Washington DC. I tried everything, calls, emails etc and had zero response. I waited on the phone multiple times for an hour or more, was cut off more than once and spent 3 hours filling out a lost bag report only to have their system crash before it accepted it. I finally hit United up on their Facebook page. I think that may have helped. 13 days after my bag was lost we received a knock on the door and the bag was delivered. I tried multiple times to find out what happened to it and received no replies. A friend recommended AirTags and I bought a four pack and will use them on my next trip!
The Australian ACCC should be investigating as Shane you have have highlight the shameful Australian Airline & Tourism industry include the high cost such as parking. Forget interest rate hikes the airports and associated industries such as Swissport have be ripping off airline passengers for years with Government turning blind eye.
Well done and thank you as I will be purchasing AirTags for my next flights.
After watching this I went out and bought some AirTags.
The first trip after putting the tag in my bike box the box failed to arrive in Chiang Mai.
I was able to tell the nice lady from Thai Airways that the box was still in Sydney.
Clearly I tempted fate and paid the price.
Hoping for a speedy reunion.
Thanks karen.
Thank you so much for this! I have air tags on everything, but have not had the chance to travel yet because of Covid. Your video has given me confidence in air tags 👍
I have an air tag secretly under the seat of my Cevelo R5 and have traveled to Singapore in the past, where I cycle with friends of my Singapore partner, who lives with me now in Canada.
Wow this really shows the advantages of using the AirTag great vid.. I use them and been really impressed with them.. very bad service from the airline.. glad you got your bag back 🚴🤩👍🇬🇧
Hmm guess when I travel anywhere I will definitely have to get some of those tags. Totally awesome you could find your bag like that (not that you should have to).
Love the shirt 🇧🇪
Apple should be appointing you as the official AirTag ambassador
The mans on
tv now there's just no escape 🤣
Great Video, Shane, thanks, think, will need to put an air tag in my baggage as well from now on.😉
Can you answer me one question: Which backback do you have? 😀
This amazing. Well done.
Swissport has a highly motivated and dynamic workforce throughout Australia and New Zealand and around the globe. Our success can be attributed to our exceptional team who possess a Can Do, Will Do attitude and determination to go above and beyond delivering the highest standards for our clients and providing a memorable customer experience for our passengers. If you believe you are a perfect fit, we would love to hear from you. GP Lama clearly has had a "memorable customer experience" I have just ordered my Air tags. Thks Shane awesome video!
%s/Can Do, Will Do attitude/Your Bag, Your Problem/g
Fixed. 😉
RegEx for the win 😂
@GPLama Sorry to hear about your experience! I heard that during the pandemic a lot of staff was laid off in the airline industry and now they can handle the demand. Same in the concert industry and so on. I guess we will live with that for a while. But glad you got your peanut butter! I will head to the Neatherland this summer just to get that! Super amazing! Where did you buy it? :)
Jumbo food store had the peanut butter 😀
The Lama has gone viral and made the lead story for the Daily Mail!!! However, I don't quite see you "storming" past security. You were courteous and respectful at all times.
Yeah, that was some creative wording they used. 🤣
In news com au now too. Shane gone viral :)
it will be interesting if there is a follow up on the story and you find some swissport baggage handlers have been doing something they shouldn't be doing....
Malaysian Airlines put my bags in a cab and dropped it off me. Which was awesome didnt have to pay the cab
Had a similar thing last time I went to Mallorca, my bike didn't turn up Fortunately all went smooth and they delivered it to my apartment in Puerto Pollenca the following day. Was properly stressful felt like I was leaving the safety of a child in the hands of some totally unknown people that in 2 weeks I will never see again. The relief when it turned up tho, oh my. At the airport they were really apologetic (even if I did kinda book it on ever so slightly past the last minute and i didn't quite purvey that notion if you know what I mean, whoops 🤫)
It would be so easy for airports/airlines/baggage service companies to implement some sort of global standard RFID luggage tags, with scanners at throughout the system
iirc there were some kind of RFID tags being used a while ago at MEL. I could be mistaken. I guess it'd take some kind of global agreement on standards.
Heaven forbid - a global standard luggage tag that can be used by all airlines to track luggage instead of a printed label with a code. Next would be a ticket that fits in a passport without bending it.
@@gplama Yes, the logistics and money would likely get in the way. I'm not an expert on those sorts of technologies, but I can't imagine it would be technically feasilble.
Having consumables on the bag, you were lucky the bag was not stuck on the "other side of the border". I wonder how bio security is being handled.
Was the bag oppened?
I am definitely buying an AirTag for my new Moots. Cant risk losing this bike lol
What a story. Mixed feelings as you got the bag back but what shoddy customer service. What if you didn’t have an AirTag. Glad you got the M&M Spread back. But who will Reimburse you for all your costs, financial and time
A few people have asked about what kind of reimbursement I've been offered.... to date, none. I've still had no contact from the airline or their carrier.
You could think Shane filmed this in Summer! T-shirt, sunnies and sun streaming in through the car. Definitely not filmed in Canberra!
I had the heater on in the car and the seat warmers on! 🤣
Swissport has known reputation for poor management. The Melbourne base is a shambles from check in to boarding the plane going later than departure time looks like arriving back back to Melbourne with baggage services is just as bad .I think they used to be called aerocare they were all over the news and got shut down but I think they just renamed themselves under swissport. The staff clearly havnt had training in dealing with stuff like this. What a joke!
i wonder how long it wouldve taken them if you havent walked in and personally found it what a disaster im having a similar problem at the moment where i travelled from thailand bangkok to sydney australia and its been almost a week now and im having the same problem they dont answer phones or anything i wish i did know about air tag before
You were far too polite and gentle with Swissport. No apology, just an "oh..." Wow!
The people at the airport were friendly and helpful, so I respected that. Uploading this video serves as my official complaint. 😉
@@gplama very true. They're the cogs in a dysfunctional system
Great video on top of that water bottle mount airtag holder...ordering 1 pack of airtags and 2 of the mounts. Out of curiosity (and sorry if I missed this in your vid) where did you put the airtag on your lost luggage? Was in placed inside the bag or it was outside with a airtag holder. Cheers mate
It was in the lining of the bag. Where you see security pull all weird kinds of things from on those airport security TV shows. 🤣
@@gplama ah, right alongside the white powder 😂