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The only photo of Chris Lagula at the wedding, with his unimpressed aunty.
For months last year and the start of 2023, the world was awash with tales of ‘bagmageddon’.
Photos and videos of piles of mishandled bags in airports beamed around the globe as international travel came roaring back to life, and the aviation industry found itself playing catch-up with logistics.
One person who found himself a victim of bagmageddon was New Plymouth accountant Chris Lagula. He reached out to Stuff Travel after his bag went missing on a flight to the Philippines in June last year.
He had used three different airlines on the journey – Air New Zealand to Auckland, LATAM to Sydney and finally into Ninoy Aquino International Airport on Qantas.
Lagula was in Manila to attend a wedding, but while he made it, his bag containing his tuxedo, clothes and valuables didn’t. With no time to properly shop, and because he is a bit taller than most Filipinos, he was forced to walk down the aisle as part of the bridal party in a blazer, but with “nice” shorts.
As a result he was missing from any wedding photos “out of respect” for the bride and groom. In the Philippines, weddings are strictly a formal affair.
Lagula told Stuff Travel earlier this year: “Going down the aisle (in the bridal party) I was partnered with the groom’s aunty and she looked at me up and down in disgust. Didn’t say a word, but that look …”
When he returned home, countless emails and phone calls to Qantas resulted in little success. He had filed a claim for $8000 to cover the missing clothes and items in his bag. He had taken out insurance but was “yet to make a claim as I’m waiting on Qantas to resolve my initial claim”.
After being contacted by Stuff Travel, Qantas offered to pay the full compensation, apologising for the delay.
Case closed? Not quite. That was back in March, and until this week, Lagula was still having little luck with the airline.
He contacted us again to say he had been offered vastly reduced compensation of just over $2300 with no explanation of why it had decreased from the verbally agreed $8000. Resulting emails and calls went unanswered.
“I’ve received very little correspondence and it’s been arduous to say the least,” said Lagula.
“Since the article went live, I have sent three emails and received a response back in May with a revised settlement figure. I replied asking for an explanation why this amount had been significantly reduced. I followed up with another email in July. Not surprisingly there was no reply and so I reached out to their social media team via Facebook. They were quick to point out the issue was not for their department but they at least replied. The poor communication has only added to my frustration and confirms what a disappointing ordeal this has been.”
Regan Hyde
When a traveller’s missing bag was finally returned it smelled like a ‘chicken slaughterhouse’.
The bag has never been recovered, and he said the whole experience had left him with a bitter taste in his mouth.
“You have your budget airlines and you have your premium airlines. I chose to fly Qantas to have that premium experience, arrive at my destination on time feeling relaxed and well looked after but most importantly to arrive with my luggage.
“I will never risk flying with Qantas again. Especially when an incident has occurred at the fault of the airline and they treat their customers in this manner. I have been more than patient and would really like to close this horrific chapter and move on once and for all.”
And it appears that the chapter may actually be at an end… again.
Stuff Travel contacted Qantas who responded on Thursday to confirm it is now fully compensating Lagula and that the lower offer was incorrect.
In a statement, the airline said: “We apologise for any confusion the letter caused and the time it has taken to resolve. Our original compensation offer still stands and we’re reaching out to Mr Lagula to finalise this matter.”
Lagula confirmed that Qantas had emailed him and “they will honour their verbal offer”.
Asked how he was feeling, he admitted it was “a bit surreal”: “If I’m honest (I’m) a little emotional. I’m still processing it all.”
As a bonus, it seems his disapproving aunty has also forgiven him: “I’m happy to report that aunty has moved on from our embarrassing walk down the aisle.”
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