Clothes trashed on flight - what to expect?

Ivrytwr3

I won't name the airline just yet, but an overview of my complaint: (email to CEO after a load of other avenues failed to get a response)

My apologies for bringing this to your attention, however since the 1 Aug 17, i have tried to bring my attention to xxx via:

• Your online form 4 times - zero response,
• Livechat - refused to assist me as i did not have a claim reference number
• Resolver - refused to assist and continually directed me to EU delayed flight claim forms. My complaint is nothing to do with delayed flights!

On the 25 Aug 17, after getting no further forward i made my complaint to xxxx via Social Media, i immediately had a response and was advised that the cabin crew on my flight would be contacted.

However, i wish to make you aware of my complaint as i am still unsure how long this process will take. My complaint is as follows:

On 31 Jul 17, my family and i flew from xxx to xxx. The flight itself was late into xxx and to enable a swift changeover, certain corners were cut ie the cleaning of the aircraft.

After a short while of sitting in my seat preparing for take off, i felt a warm, sticky sensation on my back - yes, someone had left gum on the rear of the seat and the seat itself. They had also coated the inflight magazines in gum too!

As we had not even took off yet, the cabin crew noticed my discomfort and asked what the issue was. As i i stood up, there was gum on the rear of my shirt, my trousers and on the bottom of my bag.

The cabin crew manager (xxxx) took photographs of my clothing etc and binned the magazines. Another member of the cabin crew tried to clean my seat, but i ended up with chewing gum on me and a wet bum!

It was explained to me by the cabin crew that to enable us to make up time it was evident that a check/clean was not carried out xxxx was apologetic and gave a complimentary wine and advised that i follow up my ordeal with a complaint - my shirt, trousers and bag are ruined and i had to sit for 4 hours in discomfort on the aircraft and due to transfer times i was unable to change until we got to our accommodation - a very unpleasant experience having someone elses gum stuck to you for several hours as i am sure you can appreciate.

Please could my complaint be investigated.

TL;DR, chewing gum on clothing and bag due to airline admitting they did not clean aircraft on handover.

I have received a telephone call from their 'Executive support' asking how much the clothing was (£80 in total, shirt and trousers) - no receipts.

They said they are waiting for the cabin crew manager to reply with their report and they will be in touch to refund the clothing loss and discuss a way to resolve my complaint.

I am not a serial complainer, but this wasn't the best start to the hol and it was pretty disgusting and embarrassing having someone elses chewed gum all over your bum and back - every time i moved it was warm and sticky :eek::eek:.

Is £80 acceptable or should i ask for something more for the discomfort etc?

Not after millions, would just appreciate people's opinions.

KeithP

Ivrytwr3 wrote: »

I won't name the airline just yet, but an overview of my complaint: (email to CEO after a load of other avenues failed to get a response)



TL;DR, chewing gum on clothing and bag due to airline admitting they did not clean aircraft on handover.

I have received a telephone call from their 'Executive support' asking how much the clothing was (£80 in total, shirt and trousers) - no receipts.

They said they are waiting for the cabin crew manager to reply with their report and they will be in touch to refund the clothing loss and discuss a way to resolve my complaint.

I am not a serial complainer, but this wasn't the best start to the hol and it was pretty disgusting and embarrassing having someone elses chewed gum all over your bum and back - every time i moved it was warm and sticky :eek::eek:.

Is £80 acceptable or should i ask for something more for the discomfort etc?

Not after millions, would just appreciate people's opinions.

To answer your question - £80 is acceptable.

LilElvis

Have you actually tried to clean the gum off? Freeze, scrape and white spirit works.

Ivrytwr3

yeah we did - froze it and tried scraping it. Some came off, but it started pulling the threads and i ended up with a zig zag pattern on the shirt, not lines!!

The bag i was able to clean up, but not the clothes.

photome

If £80 replaces the clothes I would say that is acceptable

unholyangel

Tbf I don't think the pre-flight clean wouldve made a difference to the seat even if done properly - either it wasn't obvious and therefore could have still been missed by them or it was obvious and it then becomes a case of contributory negligence (ie you being at fault along side them).

If you are going to ask for more, I'd do so very politely & carefully as theres nothing to stop them withdrawing the settlement offer they have made.

Ivrytwr3

yeah, i didn't check. You know the rush as you get on a plane - people waiting to get past and into their seats etc. I threw my bag on the seat, sorted myself out, bag in overhead locker and just sat down - i didn't check the seat for cleanliness.

Looks like £80 is fair by the opinions here - ta!

liamgdr

I wouldn't say theres any negligence on the passengers side, a clean and dry seat is expected, why should the passenger be expected to check this? Should the passenger also check the landing gear operates and the pilot is fit to fly?

Personally I would want more than the price of the clothes for having to sit in a wet sticky seat for the duration of the flight.

glentoran99

liamgdr wrote: »

I wouldn't say theres any negligence on the passengers side, a clean and dry seat is expected, why should the passenger be expected to check this? Should the passenger also check the landing gear operates and the pilot is fit to fly?

Personally I would want more than the price of the clothes for having to sit in a wet sticky seat for the duration of the flight.

ah good old reductio ad absurdum

unholyangel

liamgdr wrote: »

I wouldn't say theres any negligence on the passengers side, a clean and dry seat is expected, why should the passenger be expected to check this? Should the passenger also check the landing gear operates and the pilot is fit to fly?

Personally I would want more than the price of the clothes for having to sit in a wet sticky seat for the duration of the flight.

The landing gears operation is not within the passengers control, but where they plonk their own bum is. That is why they potentially have a liability for it.

OP's best case scenario (based on legal rights rather than wants) is £80 refund (and thats based on the clothes being purchased brand new for the flight). Worst case scenario is he would be entitled to £0.

Their offer is more than fair.

photome

liamgdr wrote: »

I wouldn't say theres any negligence on the passengers side, a clean and dry seat is expected, why should the passenger be expected to check this? Should the passenger also check the landing gear operates and the pilot is fit to fly?

Personally I would want more than the price of the clothes for having to sit in a wet sticky seat for the duration of the flight.

There is always negligence on a persons side if they don't look where they are sitting or don't look where they are going etc etc.

As I posted earlier the £80 IMO is fair