National Express Lost Luggage Case

jfmonkfish

Hi everyone, it's my first post and I was wondering if anyone has any ideas here..

On 18th September myself and my girlfriend were traveling from Carmathen to London Victoria on a National Express coach. When we reached Victoria we were shocked to find her case wasn't in the luggage hold, the only piece of luggage left was a similar black case. We filed a report at the National Express desk and were hopeful there was a mix up and somebody had accidentally taken her case and mistaken it for their own (and would return it). Unfortunately nothing was handed in

For the two weeks after this we tried chasing up National Express to little help from them and that they were 'looking into the situation'. I received an email on the 3rd of October saying the other black case that was left on the coach is still there unclaimed. And I just received an email today saying nothing has been handed in and to contact my insurance company

The insurance company had been informed of the situation previously and we have a claims form that we will hand in today. It's just we're very upset with National Express and their handling of this and their lack of responsibility. We don't feel they've done nearly enough to help considering a young lady's case full of personal and valuable has been lost on their service. A lot of the contents can't be replaced

So was wondering if anyone had any experience/advice on the situation as it would really be appreciated! Thanks

wealdroam

jfmonkfish wrote: »

Hi everyone, it's my first post and I was wondering if anyone has any ideas here..

On 18th September myself and my girlfriend were traveling from Carmathen to London Victoria on a National Express coach. When we reached Victoria we were shocked to find her case wasn't in the luggage hold, the only piece of luggage left was a similar black case. We filed a report at the National Express desk and were hopeful there was a mix up and somebody had accidentally taken her case and mistaken it for their own (and would return it). Unfortunately nothing was handed in

For the two weeks after this we tried chasing up National Express to little help from them and that they were 'looking into the situation'. I received an email on the 3rd of October saying the other black case that was left on the coach is still there unclaimed. And I just received an email today saying nothing has been handed in and to contact my insurance company

The insurance company had been informed of the situation previously and we have a claims form that we will hand in today. It's just we're very upset with National Express and their handling of this and their lack of responsibility. We don't feel they've done nearly enough to help considering a young lady's case full of personal and valuable has been lost on their service. A lot of the contents can't be replaced

So was wondering if anyone had any experience/advice on the situation as it would really be appreciated! Thanks

Either you or NX could inspect the remaining luggage looking for possible identification of its owner.

jfmonkfish

Sorry should have included that they have opened the unclaimed case to try and identify the owner but it just contains women's clothes and no clues

[Deleted User]

jfmonkfish wrote: »

It's just we're very upset with National Express and their handling of this and their lack of responsibility. We don't feel they've done nearly enough to help considering a young lady's case full of personal and valuable has been lost on their service. A lot of the contents can't be replaced

Some sense of perspective is required here, I think. Many people leave luggage on public transport every day, people lose luggage every day. People are the victims of theft every day.

Do you really expect National Express to do any more than they have done to reunite you with your property?

I'm afraid your only chance now is that the person who took your case did this mistakenly and will get in touch. It's unlikely after a few weeks.

You do have an insurance claim, but no additional rights of compensation from National Express I'm afraid.

theonlywayisup

Is there anything in the case that can identify it back to you?

Have you tried NE's lost property - I can't imagine they don't have one and it wouldn't be beyond likely for NE not to have checked on your behalf.

[Deleted User]

theonlywayisup wrote: »

Have you tried NE's lost property - I can't imagine they don't have one and it wouldn't be beyond likely for NE not to have checked on your behalf.

National express have already E-Mailed to say nothing has been handed in to them and that it's now an insurance claim.

Oakdene

jfmonkfish wrote: »

Sorry should have included that they have opened the unclaimed case to try and identify the owner but it just contains women's clothes and no clues

Is it the same for your girlfriends case? As in is there anything that can identify her?

jfmonkfish

Oakdene wrote: »

Is it the same for your girlfriends case? As in is there anything that can identify her?

Her case was tagged with her contact details, thanks

jfmonkfish

Moneyineptitude wrote: »

Some sense of perspective is required here, I think. Many people leave luggage on public transport every day, people lose luggage every day. People are the victims of theft every day.

Do you really expect National Express to do any more than they have done to reunite you with your property?

I'm afraid your only chance now is that the person who took your case did this mistakenly and will get in touch. It's unlikely after a few weeks.

You do have an insurance claim, but no additional rights of compensation from National Express I'm afraid.

#

I appreciate your points, but if this is a common occurrence on National Express services they have a big flaw in their security. Realistically it was somebody on board who has taken it, everybody on board has their name and information from the booking. I was told CCTV footage would be used potentially but that has not been brought up again

[Deleted User]

jfmonkfish wrote: »

I appreciate your points, but if this is a common occurrence on National Express services they have a big flaw in their security. Realistically it was somebody on board who has taken it, everybody on board has their name and information from the booking. I was told CCTV footage would be used potentially but that has not been brought up again

Have you reported the theft to the police? What you are suggesting National Express should do is the responsibility of the Police.
CCTV footage would have to show categorically a theft in progress, it's very unlikely it will do. More likely simply a crowd of people milling around the bus waiting to collect their luggage.

Are you expecting all passengers to be rounded up and interviewed? That's not going to happen, nor should it. We don't yet live in a police state thankfully.

Oakdene

jfmonkfish wrote: »

Her case was tagged with her contact details, thanks

Then I guess your issue is with the person who has your girlfriends case & hasnt written to you/her to sort....