easy Jet lost luggage but so difficult to deal with at Belfast Airport.

PaulJM

Hello all, suggestions and recommendations requested!

My wife travelled from Manchester to Belfast city airport for a business meeting yesterday, with Easyjet.
When she got there, waited and waited for her luggage from the hold (staying a few days), and it didn't turn up.
She then went to the helpdesk, who were extraordinarily unhelpful, said all they could do was log a case (irony?), and she'd have to trace it via the internet. After a bit of complaining, there were no further avenues to chase, so a woman on her own, in an unfamiliar city, was left with nothing else to do but wait and hope.
When she asked if they could help her buy the essentials, they said there would be no recompense until 24 hours was up of them losing the stuff. No further help followed from the airport or EasyJet.

Luckily though, it's Belfast, and the people are amazing, and you can leave with more than you went with! if it was another city, she'd probably not have received much sympathy!
A taxi driver asked her what was wrong, phoned his wife, took her (no further charge) to a Tesco, and she got some basics. Good man.
The EasyJet website now says "Possibly found, identifying"
I reckon that's a right load of rubbish - if nothing else, awful customer service....

jpsartre

PaulJM wrote: »

She then went to the helpdesk, who were extraordinarily unhelpful, said all they could do was log a case (irony?), and she'd have to trace it via the internet.

What exactly did you expect them to do? While it's frustrating when luggage gets delayed it sounds as if the service you received is completely up to standard. Certainly nothing awful about it. Don't know why you think it's a load of rubbish that the luggage has been located either, most bags are found fairly quickly.

You should always travel with a few essentials in your carry-on that will let you get by a day or two in case your luggage is delayed.

PaulJM

jpsartre wrote: »

What exactly did you expect them to do? While it's frustrating when luggage gets delayed it sounds as if the service you received is completely up to standard. Certainly nothing awful about it. Don't know why you think it's a load of rubbish that the luggage has been located either, most bags are found fairly quickly.

You should always travel with a few essentials in your carry-on that will let you get by a day or two in case your luggage is delayed.

You're very pious aren't you? This is why I sometimes don't post on here...but I will continue to justify myself.
As a woman on her own in a strange city, I'd have expected the staff member to be more compassionate. As it was she couldn't wait to stop the conversation.
Maybe they could have offered some advise? Where the shop was? Some details on Belfast?
Maybe they could have offered a more personaly touch and offered to call rather than just an internet trace when you're not likely to be able to use the internet when you're travelling?
Maybe a bit more than a 'computer says no' attitude, and some personal help, instead of hiding behind a "well we're a poor cheap airline' persona?

PaulJM

Edit - oh and there were 8 bags on the flight. Not hard is it?

111KAB

PaulJM wrote: »

You're very pious aren't you? This is why I sometimes don't post on here...but I will continue to justify myself.

Agreed - well said :T

jpsartre

PaulJM wrote: »

Maybe they could have offered some advise? Where the shop was? Some details on Belfast?

Are you serious? Your wife isn't able to find a shop on her own? She shouldn't be travelling then.

I'm not pious, just practical. Bags get delayed occasionally, it's not rocket science to work out that it might be a good idea to carry a few essential with you.

ic

PaulJM wrote: »

Hello all, suggestions and recommendations requested!

Wait for the bag to surface - if it doesn't, submit a claim. If the claim falls short and doesn't replace everything in the bag, and the bag itself, seek to claim off your wife's employers travel insurance.

There won't be any consequential loss cover. Bags do go missing from time to time, so travellers should be prepared. Personally I always carry some toiletries and spare underwear in my carry on if I have checked-luggage, though if travelling in Europe I just take carry-on.

I wouldn't expect to receive a concierge service from the airline - especially a budget airline. Fly first class or business class with BA or similar and I'm sure under the same circumstances your wife would have been treated like royalty.

PaulJM

jpsartre wrote: »

Are you serious? Your wife isn't able to find a shop on her own? She shouldn't be travelling then.

I'm not pious, just practical. Bags get delayed occasionally, it's not rocket science to work out that it might be a good idea to carry a few essential with you.

You are entirely pious, why comment if you've nothing helpful to say - you'll see that many people take my view of about .001% of people on here are time-wasting sanctimonious gits and it puts them off posting - and you, my friend, are one of those.

Anyhoo - the above comment makes sense. it's not a conceiage service I was after, it was a friendly service not a "computer says no" Slamming the gate down type service.

spiro

PaulJM wrote: »

When she asked if they could help her buy the essentials, they said there would be no recompense until 24 hours was up of them losing the stuff.

If I was aksed this I would have taken it to mean she wanted compensation (money) to buy some essentials and correctly the answer would be no. If she had said 'can you tell me where the nearest xyz shop is', they would probably have told her.

As other have said no airline will do anything for you in the 1st 24hrs, so as we where taught in the scounts 'be prepared'.

And before you say it I'm not being pious either just realistic, its not like you are talking about some 14 year old travelling on their own, she is an adult.

Faith177

I doubt any airline would help in this situation tbf.

As others have said I always travel with a change of clothes and a couple of toileties in my bag in case hold luggage goes missing.

Belfast city is a train journey away from the city center it's not that difficult.

Why should you expect better service from a budget airline. Pay peanuts get monkeys.

jpsartre

PaulJM wrote: »

why comment if you've nothing helpful to say

Helpful does not equal "must agree with me 100%". Just because I disagreed with you about the quality of the service your wife received does not make my comment unhelpful. I'd argue it would be tremendously helpful for both you and your wife if you lower your incredibly unrealistic expectations in the future and don't expect staff members to take you by the hand to go shopping just because your bag is delayed. I also offered a suggestion for how to avoid the problem in the future which you somehow interpreted as being pious.

If you're so sensitive that you can handle opposing views presented to you in a perfectly civil manner without resorting to name-calling then indeed, you shouldn't be posting in a forum.