We’ve all been there: the post-flight shuffle at the baggage carousel, eyes darting between identical black suitcases, hoping to spot that one distinguishing ribbon or sticker you swore would make your bag stand out.
For many, the worst-case scenario is a few minutes of confusion. But for one Jetstar passenger, a simple mix-up turned into a $3,000 headache—and a cautionary tale for every Australian traveller.
A mix-up with costly consequences
Brady Watson, 25, was just trying to get from Melbourne to Brisbane for a work trip.
In the rush of travel, he grabbed a suitcase from the carousel that looked like his, only to discover at home that it was not.
Realising the mistake, he did the right thing and returned the bag to the airport straight away. But that’s where his troubles really began.
‘I took the bag straight back and thought it would just be a seamless transition… but staff said, “Oh, we actually don’t know where your bag has gone”,’ Brady said.
Three months later, his suitcase—and everything in it—was still missing.
What was lost?
The real kicker? Brady’s bag, packed with $3,000 worth of clothing and personal items—including a new Melbourne-appropriate winter wardrobe—had vanished.
Jetstar and Brisbane Airport both believe it was stolen from the carousel before Brady could return the other passenger’s bag.
Despite CCTV footage and a police investigation, the culprit—and the suitcase—remain at large.
Customer service frustrations
Brady’s experience with Jetstar’s customer service only added to his frustration.
‘I’ve spoken to four different people and no one knows where my bag is. It’s all very inconsistent, and it’s annoying having to explain the situation to all these different people at Jetstar,’ he said.
He suspects the process is so convoluted that many people simply give up.
Jetstar, for its part, says it has done everything it can. ‘We know this is an incredibly disappointing outcome, and our team is willing to provide any further assistance we can to the police investigation,’ a spokesperson said.
But as for compensation? No dice. The airline maintains that the bag was stolen after being placed on the carousel, making it a police matter.
Brisbane Airport echoed the sentiment, noting that incidents like this are ‘extremely rare’ but urging travellers to double-check their luggage before leaving the carousel.
Unfortunately, CCTV footage was inconclusive due to camera placement, leaving Brady with little hope of recovering his belongings.
The hidden costs of domestic travel
Brady’s story highlights a few hard truths about domestic travel in Australia.
Many assume that travel insurance is only necessary for international trips, but as Brady learned, mishaps can happen anywhere.
‘You don’t expect to need travel insurance when you’re flying domestically for only two hours,’ he said.
Now, he’s out $1,500 just replacing the basics.
It’s a timely reminder: even short-haul flights can go awry, and the cost of lost luggage can quickly add up—especially if you’re carrying expensive clothing, electronics or sentimental items.
Brady’s parting words are a little tongue-in-cheek, but they ring true for many budget-conscious travellers:
‘Just hug your luggage extra tight the night before your flight because you might not see it again.’
How to protect your luggage (and your sanity)
So, what can you do to avoid a similar fate? Here are some practical tips for your next trip:
- Personalise your luggage: Add a bright ribbon, a unique luggage tag or even a splash of colourful tape. The more distinctive your bag, the less likely someone else will mistake it for theirs—and vice versa.
- Double-check before you leave: Take a moment at the carousel to confirm you’ve grabbed the right bag. Check the tag, not just the look.
- Invest in tracking devices: Brady now swears by AirTags or similar Bluetooth trackers. Pop one in your suitcase and you’ll be able to track its location from your phone—no Liam Neeson skills required.
- Consider travel insurance: Even for domestic flights, insurance can be a lifesaver if your luggage goes missing or is stolen. Check your policy to see what’s covered.
- Keep valuables in your carry-on: If it’s irreplaceable or expensive, keep it with you. Airlines are notoriously stingy when it comes to compensating for lost luggage.
- Report issues immediately: If you realise you’ve picked up the wrong bag, return it to the airport as soon as possible and notify staff. The sooner you act, the better your chances of recovery.
What’s your luggage story?
Have you ever lost your luggage on a domestic flight? Did you manage to get it back—or did you have to start your wardrobe from scratch?
Share your stories, tips and travel hacks in the comments below. Your experience could help a fellow traveller avoid a costly mistake.
And remember: next time you’re at the baggage carousel, a little extra caution could save you a world of trouble. Safe travels!
Also read: Jetstar glitch leaves female doctor grounded in confusion
