EasyJet delayed luggage from Gatwick

proformance

Hi all

My mum and dad were informed after landing at Chania (Crete) Airport today after their flight from Gatwick at 08.00 that their baggage was not loaded onto the same flight owing to technical problems at Gatwick today (which was reported in the news).

They're bit quite old and not very technically savvy but we're advised to enter their details here http://www.worldtracer.aero/filedsp/u2.htm and that their luggage will be tracked and sent onward to their 'temporary address' 9j Crete.

However, they have nothing of use in their hand luggage and to cut a long story short, are freaking out a bit haha.

I spoke to EasyJet today who explained they can't do anything other than monitor the same claim on World Trace. They did advise that if they keep their receipts then they'd be eligible to claim back upto £25 p/d on "toiletries", but only AFTER the first 24 hours.

Given they paid a lot extra for baggage, is this fair that they are not eligible for any compensation?

There are definitely worse things that can happen in life, but I understand its pretty frustrating for them given how infrequently they get away and how much planning had gone into this.

Thanks!

Z

bagand96

This situation is covered by pretty standard industry arrangements across all airlines.

Citizens Advice have a page here: https://www.citizensadvice.org.uk/consumer/holiday-cancellations-and-compensation/get-airline-compensation-for-lost-or-delayed-luggage/ The main thing seems to be reporting it ASAP, which you’ve done, and then the airline will compensate for essentials.

easyJet’s own advice is here: http://www.easyjet.com/en/help/baggage/damaged-delayed-or-lost-luggage.

Delayed luggage

We're sorry your luggage has been delayed; we'll do everything we can to return it to you as soon as we can.

There can be a number of reasons why luggage doesn’t make it onto the aircraft. These could be:
Technical problems with the luggage system
Human error
Technical problems with the aircraft
We manage our damaged, delayed and lost bags together with the airport Baggage Services teams and our specialist search partner First Flight.

If your bag is missing from the Arrivals hall when you land there are several ways you can log a Delayed Baggage Report. Firstly, you can complete this face to face with the Baggage Services team in Arrivals. In some airports there is also equipment where you can log the claim yourself. Alternatively, you can log the claim online yourself through our Delayed Baggage website. Please note that if you wish to log a claim online, you will only be able to do this between 30 minutes and 24 hours after your flight’s arrival. For anything outside of this time please contact your arrival airport or our Customer Service team.

Once we’ve logged your report you will be provided with a reference. We will search for your bag using the WorldTracer system and keep you updated via email and SMS. You can also track your bag online using WorldTracer or by calling our Customer Service team on +44 (0)330 365 0070.

Once we've found your bag we'll arrange for a courier to deliver it to the address you provide at a time that suits you, or if you'd prefer, you can also collect it in person from the airport.

Essential items
If you are away from home and we haven’t returned your luggage within 24 hours, we understand that you will need to buy essential toiletry items and basic clothing. For this we will reimburse up to £25 per person, per day, for up to three days (that’s £75 per person in total). To claim the money back, please keep all receipts and submit them online within 21 days of your flight.

We’ll pay your claim in Pounds Sterling, Euros or other local currency converted at the daily rate at the time of payment. A claim is only valid if you were away from home and have proof of all expenses incurred.

So easyJet will pay for toiletries and essential clothing. As you said keep receipts. Hopefully the weather is pretty good out there right now so they should be able to get a few T-shirt’s and shorts etc and make the best of it and hopefully their luggage will arrive.

I know it’s easier said than done, but the best advice is to buy some essentials, keep the receipts safe, and worry about all the admin until after the holiday!

Hermione_Granger

proformance wrote: »

and to cut a long story short, are freaking out a bit haha.

You find it amusing that your elderly parents are freaking out?
How strange.

Pollycat

Hermione_Granger wrote: »

You find it amusing that your elderly parents are freaking out?
How strange.

My young niece used to put 'haha' at the end of every text she sent me. :huh:

proformance

Mere attempt at lightening the mood.

proformance

bagand96 wrote: »

This situation is covered by pretty standard industry arrangements across all airlines.

Citizens Advice have a page here: https://www.citizensadvice.org.uk/consumer/holiday-cancellations-and-compensation/get-airline-compensation-for-lost-or-delayed-luggage/ The main thing seems to be reporting it ASAP, which you’ve done, and then the airline will compensate for essentials.

easyJet’s own advice is here: http://www.easyjet.com/en/help/baggage/damaged-delayed-or-lost-luggage.



So easyJet will pay for toiletries and essential clothing. As you said keep receipts. Hopefully the weather is pretty good out there right now so they should be able to get a few T-shirt’s and shorts etc and make the best of it and hopefully their luggage will arrive.

I know it’s easier said than done, but the best advice is to buy some essentials, keep the receipts safe, and worry about all the admin until after the holiday!

Thanks for this, very helpful.

They also have insurance which covers them for £100 p/d without any excess. Does this work in conjunction with easyjet's £25 p/d?

bagand96

Thanks for this, very helpful.

They also have insurance which covers them for £100 p/d without any excess. Does this work in conjunction with easyjet's £25 p/d?

You’d have to read the policy to be sure. I’d expect it would be either on top of any airline compensation. Or it might be they will make up to £100 after any airline compensation (effectively giving you £75 a day).

It might be worth giving them a quick call or checking the policy to see if there’s any clause on notifying them within a set time period.

But other than actually chasing up the case (which it’s probably easier for you to help with from here) I’d still say buy needed essentials and get on with enjoying the holiday.... worry about the admin later!

dollywops

I empathise with your parents. 5 of us went away. We took 3 hold cases and only one arrived on a very very hot evening in Tenerife. Us girls made do with dresses from my daughter’s case. DH & DS had to go shopping straight away. Fortunately we were familiar with the resort. I’ve always put bras and swimwear in my hand luggage. Now I put in a change of clothes and footwear for myself and DH. My family now do the same.

Tell your parents to buy some basic stuff and enjoy their holiday. Sort out the claim when they come home.

PhilsPotty

I've just had the same happen with an Easyjet flight to Jersey. 7-night holiday for my wife and me. Bag lost with EVERYTHING in it. Turned up in heavy walking boots and thick jeans, etc. Bag delivered after four days. Buying underwear, emergency prescription, t-shirts and eventually trousers and shoes all came to £702. Also I had to purchase a second suitcase to bring the stuff home in! All items washed and in the bag, ready for settlement and someone to collect them all.

I've just rejected EJ's offer of £25 /person/day (tot £150) as I'm asking for £702 + compensation for ruined 4 days. Bought as a package with insurance from Travel Republic. I'm dealing both with EJ and TR.

Has anyone had any experience of taking these people on as I'm determined not to lose on this. Been home a week and I'm still fuming.

Proformance, I hope your parents are OK.

Many thanks.

Pollycat

bagand96 has posted what Easyjet's policy is in post #2 i.e. the £25 per day that they have offered you.


bagand96 also covers the issue of delayed baggage covered by travel insurance in post #7.


What does your travel insurance policy say?

mumoftwoandapig

Been trying for flights to Gran Canaria from Manchester since 5:30 am and still not released can any kind person check it’s not my app that’s slow please ?