Damaged luggage and Lost items Easyjet! Grrrrrr

Utterlyfab

Hi all. Was hoping someone could advise me on an issue Im having atm. So me and the missus came back from a lovely holiday in the Algarvery the other week. In out hold luggage were 2 TOY guns we had bought for the kids. Plastic, bright gold, clearly toy guns. We infact checked with the easyjet website if these were ok, and course they were but only in Hold luggage. The woman at Faro desk confiscated them, and laughed at me like don't be so silly.I was of course angry and showed her the website to no avail. She even had the cheek to ask why I was kicking up such a fuss about 2 toy guns! It wasn't her 2 kids not getting gifts after all. Even when passing thru security, they told us course u can take it in hold luggage.

Cut a long story short, when we collected out luggage at Gatwick, it had been destroyed! Clearly ripped clean open. Zip damaged all way round. And SELLOTAPED shut! But gaps all way round and couple items of jewellery went missing. So emailed easyjet. Offering to replace our suitcase (but only with a Cabin sized suitcase might I add). But said their terms and conditions mean they're not liable for missing items. I read somewhere on here about a Montreal convention? Does that apply in my case. Thanks in advance for any help or advice.

D

Utterlyfab

Anyone? Lol

jackieblack

From Easyjet's website (although to be fair, these are all common sense anyway)

To keep your luggage safe and minimise the chances of damage, please follow these guidelines:

• Label your bags with your name, destination address, email address and mobile number.
• Remove luggage tags from previous flights before you travel.
• Pack sharp objects in your hold luggage, not in cabin baggage.
• Don't pack valuables in your hold luggage.
• Carry essential medication, money and important documents in your cabin baggage.

Also:
Will my new baggage be a direct replacement and match my current set?
We’ll do our best to match your item from our wide range of stock. However, on some occasions we may not be able to offer you a 100% match but we will make sure to offer you an alternative which is as close in size as possible.


Depending on how different in size the case you have been offered is from the damaged case, I would ask whether there are any other options in their 'wide range of stock'

eDicky

Utterlyfab wrote: »

The woman at Faro desk confiscated them

How did she know that they were in your luggage?

Had the bag been cut open deliberately?

jpsartre

You are raising two different issues which should be dealt with separately. You can complain to easyJet about the toy guns being taken although I doubt anything will come of it (probably not an easyJet agent who took them anyway). As for the damaged suitcase, you should get a replacement. The jewellery missing is a matter for your travel insurance if it covers that sort of thing. Never put valuable items like jewellery in your checked luggage.

Out of curiousity, how did the check-in agent find out you had toy guns in your hold luggage?

photome

I am going to ask as well

how did they know the guns were in your hold luggage at check in.

secondly why did you put jewellery in your hold luggage.

thirdly they will replace like for like (size wise) cases when pushed

lastly your insurance is for missing items from cases

Pollycat

Utterlyfab wrote: »

In out hold luggage were 2 TOY guns we had bought for the kids. Plastic, bright gold, clearly toy guns. We infact checked with the easyjet website if these were ok, and course they were but only in Hold luggage. The woman at Faro desk confiscated them, and laughed at me like don't be so silly.I was of course angry and showed her the website to no avail. She even had the cheek to ask why I was kicking up such a fuss about 2 toy guns! It wasn't her 2 kids not getting gifts after all. Even when passing thru security, they told us course u can take it in hold luggage.

jpsartre wrote: »

Out of curiousity, how did the check-in agent find out you had toy guns in your hold luggage?

This ^^^^ is a very good question.

Did you admit to the checkin agent that you had the toy guns in your hold luggage?
If you didn't, how did she know?

I don't think you stand any chance with the missing jewellery.
I'd get back to Easyet and tell them the replacement suitcase is not acceptable. Did you give them dimensions when you told them about the damage?

Utterlyfab

Hi all. So we thought we should be honest and tell the lady we had the toys in luggage. It was the last flight from Faro and my gf has mental health issues, and was worried about being dragged off the plane if they came up on xray. So have had an email back from easyjet, and they are replacing the suitcase. And sending us a cheque for the value of the toys as it was an easyjet employee who took them, and she shouldn't have. As with the jewellery, they were packed in the suitcase as they were on way over. So it has to go through insurance? This Montreal convention is not applicable? Thanks in advance again

Utterlyfab

So we thought honestly was best policy as told her. She asked to look at them at check in and that's where they were taken. But the bag looked like it had been deliberately ripped open at some stage and searched. And just sellotaped up 😠

Utterlyfab

Pollycat wrote: »

This ^^^^ is a very good question.

Did you admit to the checkin agent that you had the toy guns in your hold luggage?
If you didn't, how did she know?

I don't think you stand any chance with the missing jewellery.
I'd get back to Easyet and tell them the replacement suitcase is not acceptable. Did you give them dimensions when you told them about the damage?

Sorry maybe I didn't make it quite clear. My bad. We did know they were in our suitcase. We bought them in Albufeira as gifts. We told the lady we had them