Crystal Ski disputing delayed baggage complaint

icklepinkstar

Hi everyone,

I recently went on a ski package deal with Crystal Ski and paid ski carriage for two snowboard bags. On landing after our outbound flight, we waited with everyone else for our bags. The suitcases arrived but no sign of the snowboard bags. After an hour and a half at the oversize luggage drop off, we joined a number of other Crystal customers to report the delayed/lost baggage.

I was given a Property Irregularity Report and we went to catch our transfer coach to the resort, as the second flight (an hour later than ours) had picked up their luggage and were ready to leave.

Our snowboards arrived at our hotel the next morning - though unfortunately I had already had to go out and buy an extra pair of snowboard trousers as mine were in my bag and I had no idea when it might finally arrive. Our Crystal rep did inform us that we would be refunded our ski carriage but we heard nothing more.

I emailed Crystal Ski customer service on our return to ask if we were still entitled to claim back our ski carriage due to our delayed baggage (and the inconvenience of having to purchase extra clothing). This is the response I recieved:

"I have been advised that both snowboard bags successfully arrived on your flight, however you left the baggage carousel before they came through and so failed to collect them. Our resort manager collected them from the airport for you on the Sunday afternoon and told the reps that they would be delivered to your hotel the next morning.

I have been advised that both bags were dropped off for you at 07.30 Monday morning in advance of the lifts opening at 9am. I understand that you thanked our staff for getting your bags back to you on time.

With regards to the pre-bookable ski carriage we offer we advise that only skis or snowboards are permitted in the ski bag when booked as ski carriage and so we would be unable to agree to your request relating to other items contained on your ski bag. In addition, as your bags arrived with your flight but you failed to collect them, you would not be entitled to a refund of the carriage fees paid on this occasion."

My question is - if I waited for almost two hours, AND I recieved a lost luggage report from the airport (which I copied to Crystal Ski), HOW can Crystal Ski claim that our luggage arrived with our flight? I dispute the assertion that we "failed to collect them" as had we waited any longer we would have missed our transfer coach. Does anyone have any experience of this and who can I turn to next?

Many thanks!

bagand96

I would write back and simply ask them to prove your bags arrived on your flight. State that your property irregularity report clearly states your bags did not arrive with you.

A long shot but do you have the airport luggage tags from your ski bags? (The big labels with barcodes and an airport code). These may prove which flight your bag travelled on.

icklepinkstar

Thanks for your reply - I have the luggage receipts we were given when we checked the bags in but sadly not the tags from the actual bags when they finally arrived. The PIR doesn't give much detail apart from the case reference number, I guess I would need to call the airport.

Our insurance should cover the extra clothing I needlessly bought so hopefully we won't be out of pocket but it's the stance that Crystal have taken that really riles - they actually are suggesting that it's our fault we didn't get our bags. Exactly how long do I need to wait for my luggage before they would have accepted that it was delayed and I didn't just "fail to collect" it? Certainly longer than 2 hours it would seem. Even if I'm not entitled to compensation in this case, just an apology for the inconvenience would have sufficed but I was shocked with their response. Will avoid Crystal Ski like the plague going forward, no regard for their customers!

peachyprice

Was there another flight from the UK between you leaving the airport and your bags arriving at your hotel that your bags could have been on?