Flybe grrrrrrrrrrrrrr

samuela66

Hi

I have just come off the phone to my best friend and she is very upset, she has just flown from Scotland to Norwich and has a sleep apnea machine which she cannot put in the hold in case it goes missing she has to use this to sleep every night.
So she hands in her case and the lady behind the desk says she can only have one piece of hand luggage, she then goes on to explain what her machine is and never has this problem they just let her put it on as it is medical, it is only a small piece of equipment.
She is getting quite upset at having to explain as she is quite embarrased about it in front of people she doesnt know, the girl isnt budging though and makes her pay £50 for her piece of hand luggage so she can take her machine on with her.
I am pretty sure she can get a refund, how would you go about it and does anyone know who I can right to at flybe about it????
I am fuming because she is so upset, its not the money with her, she has that its the principal and the way she was spoken to.

thanks
Sam:mad:

hollydays

Should't she just have emailed them and got something in writing?
Don't know whether she should have been charged.What's to get embarassed about?

Tozer

I still don't understand why she couldn't put it in the hold. Not all luggage goes missing - unless you are flying from T5.

hollydays

The sleep apnea site said she should take a letter from her sleep clinic

pinkshoes

If it's only a small piece of equipment, how come she didn't put it inside the other bag, so make it one piece of luggage? Or put the 2 pieces of luggage into 1 plastic carrier bag?

Did she take the medical letter with her explaining what it was? If she did, then tell her to write to customer services and demand an explanation of why she was treated so poorly, as with a medical letter, she should have been allowed to carry it on board.

Tozer, either you're being sarcastic or lacking brain cells this morning!

hollydays

Don't flybe allow 10kg of hand luggage,that's not bad.

nikaso

Obviously in this case they should have let you on but I seem to remember if you had special requirements (such as hand luggage needed for medical purposes) or wheelchairs etc. you are supposed to mention it at time of booking?

Tozer

pinkshoes wrote: »

If it's only a small piece of equipment, how come she didn't put it inside the other bag, so make it one piece of luggage? Or put the 2 pieces of luggage into 1 plastic carrier bag?

Did she take the medical letter with her explaining what it was? If she did, then tell her to write to customer services and demand an explanation of why she was treated so poorly, as with a medical letter, she should have been allowed to carry it on board.

Tozer, either you're being sarcastic or lacking brain cells this morning!

Neither. Whats the issue with checking it in?

pinkshoes

Tozer wrote: »

Neither. Whats the issue with checking it in?

samuela66 wrote: »

a sleep apnea machine which she cannot put in the hold in case it goes missing she has to use this to sleep every night

See the bit highlighted in bold... people with sleep apnea risk dying in their sleep as their throat closes up, and they pretty much stop breathing, hence they NEED the machine.

Why on earth would you risk putting any life saving device in the hold?? At least if it's in hand luggage, you can guarantee it'll be with you when you arrive, as you're keeping it on your person at all times.

I've had my luggage "lost" (returned within 24 to 48 hours) about 3 times, and have taken about 80 flights, so I guess that makes it a 3.75% change (based on my stats) that the OPs friend would risk loosing her apnea machine, which would mean she risks stopping breathing in her sleep and dying.

Tozer

pinkshoes wrote: »

See the bit highlighted in bold... people with sleep apnea risk dying in their sleep as their throat closes up, and they pretty much stop breathing, hence they NEED the machine.

Why on earth would you risk putting any life saving device in the hold?? At least if it's in hand luggage, you can guarantee it'll be with you when you arrive, as you're keeping it on your person at all times.

I've had my luggage "lost" (returned within 24 to 48 hours) about 3 times, and have taken about 80 flights, so I guess that makes it a 3.75% change (based on my stats) that the OPs friend would risk loosing her apnea machine, which would mean she risks stopping breathing in her sleep and dying.

A flight from Scotland to Norwich? Just cannot imagine it to be such a big risk.

Tozer

Oh, and as for your stats, I've just worked out I have taken 70 flights in last 2 years. Lost luggage - not once.