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Luggage Point - Stansted
nat301
Posts: 5 Forumite
Hi guys,
I am so annoyed with this company right now. I wish I could report them to a Trading Standards or something but I don't know if anyone would be interested or am I overreacting. I am sorry, it is so long!
Basically on Friday 16th June I went on a short trip from Stansted. Between the gate and the plane I was boarding I appear to have dropped my iphone. I knew it was missing as soon as I was in the plane but of course, too late by then. When I landed in the country of destination, I used Find my phone app (great app by the way) so i could see exactly where in the airport my phone was and contacted the Lost Property people. We set the phone to Lost Mode and it means when my phone is retrieved it will phone a number of my choice - on Saturday 17th June my friend received a call from my phone confirming they had found it and the phone would be at Luggage Point (a company that secure your lost property for you) for me to collect. This was also followed up with an email confirming this. I as so relieved and thus did not cancel my phone. The phone was actually in a flip case wallet which also contained two bank cards, a driving licence, and a European Health Card. I didnt bother cancelling the cards either as I knew I would have my phone back on my return on Monday 19th June.
On Monday I went straight to the desk, gave the reference number but after a long wait (nearly an hour), the man on the desk said he didnt know where the phone had been put. He took my details and said he would get a supervisor to locate the phone in the morning and ship it to me for free. (there is a charge for Lost Property, I think it was £20 but of course I would have paid that). When I got home I checked Find my phone app and the phone is still showing as being in the airport. (phone has since died)
Tuesday I didnt hear from them so at this point I didnt know if the phone had been located and shipped, or if it was still missing. I called them and they told me the airport was too busy and could I call after 5pm. I also sent an email. I did this and was told they didn't know what the update was as the managers are only on duty in the morning, and that they would request a manager to contact me urgently on Weds morning. I heard nothing on Wednesday. I sent an email to them asking for an update. Literally nothing.
I heard nothing on Thursday. I felt stuck in limbo as I had no cards or anything and didn't know if to cancel. In the end I cancelled my bank cards as I have been stuck without getting money out (without hassle). Have to wait a week though.
My friend called them for me on Friday 23rd June - bear in mind it has been hard for me to call them because I have no phone! She finally spoke to someone helpful who finally officially confirmed the phone had not been located yet and would organise a "massive search" and call back with an update on Monday 26th June.
No one called her so she called them, and all they could tell her is this case has been marked as Urgent Call Back. I'd hate to see how they deal with non - urgent enquiries! I sent an email to their Head Office yesterday.
I totally understand that I made the initial issue by losing my phone. In a way it might have been better if they had not found my phone, and I could just get on with replacing everything. But my thing is, once they had confirmed they had found it, surely it is their responsibility to keep it secure and safe as that is what they specialise in. Especially two days after finding it. I actually have a sneaking suspicion that the phone is still there but no one has bothered to look thoroughly.
I do have insurance but obviously I would have to pay an excess for that. Plus my driving licence, EH card and the flip case.
Has anyone had any dealings with this company before? Does anyone know of any escalation point? I have tried to find contact details for directors etc. Am I being unreasonable in expecting them to give me updates or pay for items I had lost in the first place, that were then found by them, and lost again?
Sorry for the long message, I just really need a phone to get by. I travel a lot by car and just feel vulnerable without one. Its just one massive ball-ache because I am waiting on updates that aren't coming and although ideally I really want my phone back, I need to really start claiming for a new one ASAP if not, but they just aren't getting back to me.
Thanks for reading, sorry for the rant! x
I am so annoyed with this company right now. I wish I could report them to a Trading Standards or something but I don't know if anyone would be interested or am I overreacting. I am sorry, it is so long!
Basically on Friday 16th June I went on a short trip from Stansted. Between the gate and the plane I was boarding I appear to have dropped my iphone. I knew it was missing as soon as I was in the plane but of course, too late by then. When I landed in the country of destination, I used Find my phone app (great app by the way) so i could see exactly where in the airport my phone was and contacted the Lost Property people. We set the phone to Lost Mode and it means when my phone is retrieved it will phone a number of my choice - on Saturday 17th June my friend received a call from my phone confirming they had found it and the phone would be at Luggage Point (a company that secure your lost property for you) for me to collect. This was also followed up with an email confirming this. I as so relieved and thus did not cancel my phone. The phone was actually in a flip case wallet which also contained two bank cards, a driving licence, and a European Health Card. I didnt bother cancelling the cards either as I knew I would have my phone back on my return on Monday 19th June.
On Monday I went straight to the desk, gave the reference number but after a long wait (nearly an hour), the man on the desk said he didnt know where the phone had been put. He took my details and said he would get a supervisor to locate the phone in the morning and ship it to me for free. (there is a charge for Lost Property, I think it was £20 but of course I would have paid that). When I got home I checked Find my phone app and the phone is still showing as being in the airport. (phone has since died)
Tuesday I didnt hear from them so at this point I didnt know if the phone had been located and shipped, or if it was still missing. I called them and they told me the airport was too busy and could I call after 5pm. I also sent an email. I did this and was told they didn't know what the update was as the managers are only on duty in the morning, and that they would request a manager to contact me urgently on Weds morning. I heard nothing on Wednesday. I sent an email to them asking for an update. Literally nothing.
I heard nothing on Thursday. I felt stuck in limbo as I had no cards or anything and didn't know if to cancel. In the end I cancelled my bank cards as I have been stuck without getting money out (without hassle). Have to wait a week though.
My friend called them for me on Friday 23rd June - bear in mind it has been hard for me to call them because I have no phone! She finally spoke to someone helpful who finally officially confirmed the phone had not been located yet and would organise a "massive search" and call back with an update on Monday 26th June.
No one called her so she called them, and all they could tell her is this case has been marked as Urgent Call Back. I'd hate to see how they deal with non - urgent enquiries! I sent an email to their Head Office yesterday.
I totally understand that I made the initial issue by losing my phone. In a way it might have been better if they had not found my phone, and I could just get on with replacing everything. But my thing is, once they had confirmed they had found it, surely it is their responsibility to keep it secure and safe as that is what they specialise in. Especially two days after finding it. I actually have a sneaking suspicion that the phone is still there but no one has bothered to look thoroughly.
I do have insurance but obviously I would have to pay an excess for that. Plus my driving licence, EH card and the flip case.
Has anyone had any dealings with this company before? Does anyone know of any escalation point? I have tried to find contact details for directors etc. Am I being unreasonable in expecting them to give me updates or pay for items I had lost in the first place, that were then found by them, and lost again?
Sorry for the long message, I just really need a phone to get by. I travel a lot by car and just feel vulnerable without one. Its just one massive ball-ache because I am waiting on updates that aren't coming and although ideally I really want my phone back, I need to really start claiming for a new one ASAP if not, but they just aren't getting back to me.
Thanks for reading, sorry for the rant! x
0
Comments
-
Do you still have the email from Luggage Point confirming that they have your phone?
They have a duty to take good care of property.
Once it is handed to them, they become a bailee.
No need to be without a mobile phone.
Pick up a cheap replacement at at Asda for £5 or so.
How much did you pay for your EHIC? Do you know that they are free?0 -
You're probably not overreacting (although the rant is full of superfluous stuff and emotion)
Contact MAG (Manchester Airport Group) who own Stansted via their website and escalate via them.
Alternatively just claim on your travel insurance (you did have travel insurance ?)0 -
Do you still have the email from Luggage Point confirming that they have your phone?
They have a duty to take good care of property.
Once it is handed to them, they become a bailee.
No need to be without a mobile phone.
Pick up a cheap replacement at at Asda for £5 or so.
How much did you pay for your EHIC? Do you know that they are free?
Thanks for your comment.
Yeah since I posted this I have found out the EHIC replacement is free so thats sorted.
I am going to borrow a mobile phone, ordered a replacement sim today now.
I think its just poor form to not even come back to me, I can claim on my insurance but I need them to help with that and see if they are willing to pay the excess and for the driving licence.
Ideally I just want my one found but if not, would like to be able to move on with claiming but I am just getting nothing back from them.0 -
You're probably not overreacting (although the rant is full of superfluous stuff and emotion)
Contact MAG (Manchester Airport Group) who own Stansted via their website and escalate via them.
Alternatively just claim on your travel insurance (you did have travel insurance ?)
Thanks, ha yes probably a bit too much emotion in the post
Its just a bit annoying that I'm not getting even the basic holding message from anyone and no one knows anything.
I did have travel insurance, but it didnt cover mobile phones (after all thats what phone insurance is for which i have but of course there is an excess which I hope they will pay for).
Thanks for your suggestion, I'll try MAG.0 -
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