Australian baggage handlers have received a stern warning from the CEO of a leading national ground service provider after shocking footage of ill-treatment surfaced online.
Qantas and Swissport Australia have launched an “urgent investigation” after employees were filmed slamming luggage onto a conveyor belt.
Footage, believed to have been filmed at Melbourne Airport, shows three baggage handlers – who have been detached pending investigation – throwing, kicking and punching passengers’ luggage onto a conveyor belt.
Some sacks are thrown so hard that they fall down the other side of the belt.
A man is shown laughing while another man lifts a bag over his head and violently hurls it down to his belt.
In another instance, one of the three handlers is shown throwing a bag a considerable distance down the line despite the belt being directly in front of him.
A Qantas spokesman said the incident was “clearly unacceptable” and confirmed an “urgent” investigation was underway.
Qantas engages Swissport for ground handling at Melbourne Airport.
A Swissport spokesman said the workers involved were dropped off while they investigated what happened.
The CEO of Swissport Australia made it clear that this type of behavior from his employees will not be tolerated.TikTok
“Swissport trains and directs all employees to handle customer possessions carefully and conscientiously,” they said.
“The actions of the staff in the video appear to have violated these service level standards.
“As a result, the staff in question have been fired pending an urgent investigation.”
A staff release from Swissport Australia CEO Brad Moore, seen by news.com.au, warned staff of “serious disciplinary action” following Saturday morning’s unveiling.
“It is with regret that I report that evidence emerged today of Swissport employees handling customer luggage in an unacceptable manner,” Mr. Moore wrote to employees.
“Our team of 3000 across the network works hard to ensure these standards are met and it is important that we take action when these standards are violated by a small group of individuals.
“The behavior in the video has let us all down – especially our frontline workers who have worked so hard through (Covid) to ensure quality standards in sometimes challenging circumstances.
Mr. Moore assured staff that those violating Swissport’s standards would be dealt with.
“Disrespectful behavior towards our customers’ luggage and personal belongings will not be tolerated and will result in serious disciplinary action,” he said
“The people in the video have been removed due to urgent investigations.”
“Since the video was posted, I have received many messages from team members across the network sharing these concerns while expressing their commitment to our security and service standards. We cannot allow the actions of a very small minority to undermine the first class standards of many.”
Many on social media were upset that staff were throwing around air travelers’ luggage. Rexross79 / Tik Tok
It comes after a tumultuous year for the national airline, plagued by flight delays, cancellations and other high-profile incidents of lost baggage and mishandling, and which was the subject of an investigation by ABC Four Corners earlier this year.
People on social media were horrified as they reacted to the confronting footage.
“It’s sad but honestly I don’t expect anything better from Qantas,” said one.
“Is this like a competition who can destroy the luggage the fastest?” another mused.
“You must be kidding! I bet they would stink if someone treated their stuff like that,” added another.
Others suggested the men be fired for what appeared to be total disregard for other people’s property.
When will you be fired?” one asked.
“Looks like they don’t want to work anymore,” said another.
“I was processing the luggage and I’ve never seen anything like it. If I did, I would have no hesitation in getting a supervisor.”