Easyjet lost luggage then found but not returned

mikemilne2

Easyjet lost my suitcase on 7/8/2022 ( flight from Luton to Schipol) . I raised a lost luggage claim on their portal on 19/8/2022 . On 19/10/2022 ia message was uploaded to my claim to say they had found my suitcase and would send it to me . After 1 month of her hearing nothing posted on their portal but got no reply . Then contact Easyjet Customer Support who said they had escalated issue to the dedicated baggage team . Contacted Customer Services  twice as replies were not helpful  Still no contact from the dedicated baggage team so contacted Easyjet on Twitter , helpful and quick response but again said escalated to dedicated baggage team . Week later no reply from them so Twitter team advised i could fill out an online complaint form , this just resulted in a further reply that they had escalated to the dedicated baggage team. Further complaint got no reply . A week last Saturday in desperation emailed Easyjet CEO and Head of Customer Services. Thought this might provoke some response but still nothing !!! 

Anybody else lost luggage with Easyjet recieved an email on their claim to say luggage found - how long did it take to get back to you, did you have same experience as me ?

 Anything else others have done short of camping outside Easyjet HQ in Luton to get them to reply . Their customer service is trully awful . I dont mind waiting but it is very important to keep customers in the loop . Just ignoring customers means the customer is unlikely to use them again . 

DullGreyGuy

Have they paid out on the claim?

mikemilne2

Today it actually got worse . It seems my email to the CEO / Head of Customer services might have provoked some action to progress my claim. I recieved a contact via my claim to say that my suitcase was now regarded as irretrivably lost ( this contradicts the email of 19/10 when they said they had found it ). So this appears to say they have lost it twice? They  would pay me £148 to settle my claim. What kind of people go on an a 12 night icelandic cruise and have a wardrobe/toiletries  worth that amount ? They totally ignored my estimates which were not excessive . They did make me laugh though as they will offer an extra 20% if I take Easy Jet vouchers. You would have to be truly mad to agree to ever fly with them again . This is not the end of the matter by a long way . 

mikemilne2

It also makes me wonder whether Easy Jet are sending out stock letters to people who have lost luggage claiming to have located it . In the hope that it turns up  in the next 2 months a dangerous stratedgy if it never does ? 

stoneman

Have you not claimed on your travel insurance?

TELLIT01

I believe payment for lost luggage is set by EU regulation and suspect that the UK still uses those figures.  Anything over and above that figure will have to be claimed off your insurer.  They will probably also have a limit on the amount per suitcase.

mikemilne2

stoneman said:

Have you not claimed on your travel insurance?

Initially saw no need as Easy Jet stated they had found my bag . So only need to claim from Easy Jet was for incidentals purchased like under pants / socks/ trunks whilst at cruise ports as had non. Obviously with Easy Jet offer which by the way does not include the reciepted incodentals ( they are truly hopeless) and admission they have lost my bag for 2nd time yesterday I will now contact travel insurance company . I could provide Easy Jet a with lot more credit card purchase items but they are so hopeless they would probably ignore anyway . 

mikemilne2

Yep i understand amounts set by EU regs . Easy Jet have just paid reciepted items (1 pair White Stuff boots , 1 pair WS Chinos , 1 x cable and a 6 pack of socks ) . They have ignored photos of me wearing T shirts and jeans claimed for. They have also ignored suitcase and other things that i did not provide reciepts for but in hindsight could have trawled through credit card and bank statements for . Are they not able to use other evidence of items lost than reciepts ? My claim was not excessive for 12 days clothes . Stupidly i had put my Sennheiser Headphones and DAC in case i understand they cannot reimburse these electrical items . 

Westin

TELLIT01 said:

I believe payment for lost luggage is set by EU regulation and suspect that the UK still uses those figures.  Anything over and above that figure will have to be claimed off your insurer.  They will probably also have a limit on the amount per suitcase.

I think it might  actually be the Montreal Convention that covers compensation levels for delayed or lost baggage.  

Airline liability is capped at a certain amount and is measured/calculated using something called Special Drawing Rights (SDR). These are a basket of currencies. The exchange amount varies like any currency.  Today 1 SDR = £1.09.

Mikemilne2 could Google and read through the Montreal Convention (Articles 17&19) plus also look over the EasyJet website and trading terms to see what SDR cap would apply for their flight.

I think it reasonable for the airline to pay out only on items purchased where receipts are submitted.  Seems logical approach to me.

As stoneman asks, has a travel insurance claim been made?   That would probably be the easier option and claim to make on anything over and above the EZY offer.

mikemilne2

Westin said:

TELLIT01 said:

I believe payment for lost luggage is set by EU regulation and suspect that the UK still uses those figures.  Anything over and above that figure will have to be claimed off your insurer.  They will probably also have a limit on the amount per suitcase.

I think it might  actually be the Montreal Convention that covers compensation levels for delayed or lost baggage.  

Airline liability is capped at a certain amount and is measured/calculated using something called Special Drawing Rights (SDR). These are a basket of currencies. The exchange amount varies like any currency.  Today 1 SDR = £1.09.

Mikemilne2 could Google and read through the Montreal Convention (Articles 17&19) plus also look over the EasyJet website and trading terms to see what SDR cap would apply for their flight.

I think it reasonable for the airline to pay out only on items purchased where receipts are submitted.  Seems logical approach to me.

As stoneman asks, has a travel insurance claim been made?   That would probably be the easier option and claim to make on anything over and above the EZY offer.

Yep probably i should have submitted more credit card reciepts i could have  done so .  However i have little faith anymore in EJ who loses a bag , finds it and then loses it again  if that is really what happened - i do wonder .  

I will get EJ to reimburse me the £148 plus £50 for reciepted purchase to replace essentials on ship and submit a seperate claim to the travel insurance company for the other stuff . Even though they have an excess so will lose £150 i would rather deal with a more competent organisation .