Flybe - Birmingham to Jersey minus luggage

pebx99

I flew from Birmingham to Jersey on 5th July, and my luggage was 'delayed'. I assume it is now lost, but I understand that I have to go through this 21 days nonsense before that is confirmed. I reported the matter at the airport when I arrived. I had no help or assistance from Flybe while I was in Jersey, but finally got a 'phone call yesterday (14th July), to say they were still looking for it.

My question is: should I claim compensation from the airline, or use my travel insurance? I know that is what travel insurance is for, but, to my mind, that is not where the blame lies. My travel insurance company also requires me to obtain confirmation from the airline of how long I was without by luggage, for a delayed baggage claim. Since they were completely unresponsive (at least until yesterday), I wonder how likely I am to have any success with that.

Any suggestions appreciated.

pebx99

Well, it's day 10 and still no luggage.

Warrington-Mike

I used to travel to Jersey with BA a lot from Manchester via heathrow, and in 6 weeks, I only got my luggage arrive with me once.

At Jersey Airport you should have been given a peice of paper saying you had reported it (I think its called a PIR form??) and with that you can claim off your insurance.

Don't worry about the insurance company picking up the tab - they will have a go at Flybe to get money back, and I think they will be better at it than you (no disrespect)

pebx99

Thanks for that. It has taken nearly three weeks to get a letter from flybe offering a feeble apology. I have told them that I am making an insurance claim, so naturally they have asked me for the documents they know I have already sent off, and no longer have. Incredibly, the documents they are asking for are the Property Irregularity Report (they have their own copy already), the passenger ticket (there was no ticket, just a booking reference), the baggage receipt number (which they already have) and confirmation from me of when the bag was checked in. So pressumably, when you had them your luggage, they do not record when they received it either. I would really like to get to the bottom of just how useless these people really are. And if I could give them a full list of the contents, it would help in the search. Apparently I have had the benefit of their 'best efforts' to recover my luggage these past three weeks. The suspicion has to be, after this time, that the case (which was new) was stolen at Birmingham airport after being handed over to Flybe check-in staff.

pebx99

I have received £51 from the travel insurance company for a loss of around £180-£200. And on ITV the other night I see that the cases (if not stolen) are auctioned off. Presumably the money goes to charity and not to the airline which 'lost' your bag in the first place. After all, they shouldn't be allowed to profit from their own stupidity, surely?

Emailed my complaint to jim.french@flybe.com and told them that I will never fly with them again.

The reply (from Customer Relations) said they hoped to welcome me on board soon!

Mimi_Arc_en_ciel

they do auction cases off in raffles and money does go to charities but they have to be unrecovered by the passenger for a long time before they can do this.I've personally never bidded on a case when ive had the chance to . . . Dirty knickers etc - no ta lol

When you check in a flight they tag the case to tally with the bags onboard - if theres 1 extra bag, they find it and pull it off board, However, if theres say 89 bags at check in but only 78 turn up on the plane before departure, they WILL NOT hold the plane up for that so it could be that it never left the departure airport.

They will not take the full list of contents from you - quiet often people lie (not saying you will but others will be less truthful) and when they search for your bag, they put the details on to a computer data base that is accessable globally and they have limited space which is why they ask what were the "essentials" in your bag as these tend to stick out. You could say "well i had some black GHD straighteners in there, a radley bag" etc but you'd be suprised how many people say "oh black suit, erm black shoes" doesnt narrow it down really.

i'd assume you can not email Jeff french directly and that it will be an auto response or some yuppie replying for him

pebx99

Actually, I've just had a letter from one of Flybe's Baggage Claims Executives (sounds really impressive), apologising for the fact that I was not reunited with my luggage until 12th July. Of course, THE LUGGAGE IS STILL MISSING, so now is seems they don't even have a clue what has happened. And "if we can be of any further assistance", don't bother to ask. I've cancelled a trip to Italy with them in October. I would rather lose my deposit from the travel company than ever trust Flybe again!

Mimi_Arc_en_ciel

i'd have to send a letter back saying "well ACTUALLY . . you havent returned my bag!" Did you send your PIR off to them? if not get the PIR number and send that in the letter.

I've never lost a bag but have claimed for damaged bags but never have a problem with it - always tell em i've worked for servisair etc so i guess they take pity on me lol

pebx99

mommyme wrote: »

i'd have to send a letter back saying "well ACTUALLY . . you havent returned my bag!" Did you send your PIR off to them? if not get the PIR number and send that in the letter.

Yes, they've had that already. I don't know whether it would be worth writing again. I may just be wasting another stamp. Obviously the lost baggage report should still be open, so Mr Executive didn't look into things properly before he wrote the letter. I decided to go through the insurance route and my payment is for delayed luggage. I'm not very hopeful of getting much for the lost bag - since there is the excess to consider and they knock off what they've already paid you for the delay.

pebx99

mommyme wrote: »

When you check in a flight they tag the case to tally with the bags onboard - if theres 1 extra bag, they find it and pull it off board, However, if theres say 89 bags at check in but only 78 turn up on the plane before departure, they WILL NOT hold the plane up for that so it could be that it never left the departure airport.

I've suspected all along that that was what happened. But, if everything is properly organised, why would all the bags that had been checked in NOT be available to be put on the aircraft. Is it a case of the airline making money from excess baggage charges and not being bothered about inconveniencing some passengers by leaving their cases behind, if the cargo would otherwise be too heavy? There cannot really be any excuse.