Virgin customer blasts airline after baggage arrives soaked from flight at rainy Gold Coast Airport

A passenger has hit out at Virgin after his baggage arrived “soaked” from a flight at Gold Coast Airport – with the airline now revealing the circumstances that led to the problem.

A Virgin Airlines passenger was left without clothes to wear on the first night of a trip to Canberra after discovering his suitcase and everything inside was completely soaked – a situation for which the airline has now apologised.

Ian Duckworth flew out of Gold Coast Airport at 2pm on Wednesday following a delayed flight while the city was experiencing torrential downpours.

Mr Duckworth said: “I got to the airport at about 11am and the flight was due to leave at midday, but at about 11.30 the skies opened up, and they had to close the tarmac at the Gold Coast Airport.

“I checked my phone while I was waiting there and it had 60mm of rain in the two hours I was waiting.”

He believes his luggage was left out in the storm before being loaded onto the plane.

The 61-year-old local contacted the Gold Coast Bulletin after hearing “mutterings” from customers in the Virgin lounge that there were bags left out, uncovered, in the “deluge”.

“There was a bit of mutter going around about these bags getting smashed with rain.

“And so I wandered up to the window and just took a photo not knowing whether or not I was a victim or not – I had my fingers crossed that I wasn’t,” he said.

Luggage seen outside during heavy rain on the Gold Coast on Wednesday. Picture: Ian Duckworth.

But when he arrived in Canberra a couple hours later, his fears were confirmed.

“I’ve picked up my bag from the baggage carousel, and it is absolutely soaked,” he said.

“It looks like someone just basically put the garden hose on it.

“All the layers of clothes are just saturated – leather boots, toiletries. I’d say my leather boots are ruined.

“I went to check with the baggage people here but they’re all closed up – I’m furious.”

Mr Duckworth, who travelled to Canberra for a series of Christmas functions, said the soaking had left him scrambling for solutions.

“I’ve got a dinner tonight ... I’ve got to wear a jacket and tie tomorrow morning, then I’ve got a function with friends.

“I’d say there would be a stack of people on that flight whose bags would be in the same boat.”

He said he plans to send Virgin a claim following the incident.

“I’m going to probably head into the stores tomorrow and get a new outfit of clothes and send the bill to Virgin,” he said.

In a statement, Virgin said the bags had been left exposed because crew had to quickly leave the area for safety reasons as the storm intensified.

“Due to lightning within 10nm of the airport, ground crew quickly removed from the apron and took shelter, in line with safety protocols. Unfortunately, some bags were exposed to the rain as team members were unable to return to the apron to place the covers over the bags due to safety concerns,” the airline said.

“We apologise to our guest and encourage them to reach out to us directly so we can promptly address their claim.”

Originally published as Virgin customer blasts airline after baggage arrives soaked from flight at rainy Gold Coast Airport