Flight nightmare- advice please!

MrsShrek

My family (2 adults and 4 children aged 15, 8 and 2 year old twins) recently travelled LGW to Kalymnos via Kos. Check in was running very late and we were not checked in until an hour before the flight was due to leave. The check in agent lost one of our passports (it was finally found complete with boarding pass under the bin behind the check in desk). We did not realise we had lost a passport until we went to go through security. It then took an hour to retrace all our steps, go to lost property and airport information and finally get someone to listen to us and check behind the check in desk. By this time our bags had been unloaded and the flight had left. Swissport investigated and admitted liability and then got us onto a later flight. We were at LGW for a total of 12 hours and got to our accomodation approx 9 hours late. The following day I had to spend in bed with possibly the worst migraine I have ever had and the whole experience took quite some time for us all to get over (especially the children).

As you can imagine the whole episode was extremely stressful and difficult especially with 2 very young children. We were told by Swissport to keep all our receipts and send them in to be reimbursed. However we do want to make a formal complaint but I would like some advice on who to complain to. Should we complain to Swissport or our tour operator as it them who we had the contract with?

Thanks in advance

HXDave

Sorry to hear of your problems.

Personally, i cannot see why you should complain to your tour operator, as it was not their fault. Your complaint should be directed to Swissport, as it is them who have admitted fault. However i would be very careful, as putting in a complaint could delay your re-imbursement.

HXDave