Luggage left mistakenly at LHW

Leavemealone

Returning to Heathrow from USA as a 4 person family unit one of our checked bags was left at arrivals and not realised until arriving home.  Thankfully the bag is with Cobalt Services as advised by our airline who also inform me that only the person in whose name the bag receipt is in can collect the bag in person, even with written authentication to collect. 

When checking in the bags in USA they said as we were one family unit was not important which bag belonged to whom -the missed bag has a tag with one name but the airlines paper receipt shows a different forename-same surname. 

They also require passport travel documents and our paper receipts.
I have tried without success to contact Cobalt at Heathrow through any method found online and only have the info supplied by Virgin  
Our problem is that the case belongs to mother but is in daughter's name and due to work commitments she cannot take another day off work at this time following a 3 week vacation.  

Does anyone have any experience of this. It is a medium size duffle with 2 wheels and we can, up to a point describe the contents and I would not mind paying for it to be sent to us at whichever address they agree but this has not so far been offered. 

silvercar

I know it’s risky to try, but I do wonder if any one with the same surname and all the details turned up at the airport they would be given the bag, maybe being able to FaceTime would help, but I can’t imagine the person at left luggage would be that bothered.

GingerTim

FlaatusGoat said:

Hey OMG, what a nightmare! Losing a bag after a trip is the worst, especially when you’re already tired from the journey. I'm sorry to hear about your bag drama, but let's see if we can get this sorted out.

<snipping rest of this AI generated post>

Just leaving this here since you seem determined to carry on with this nonsense.

booneruk

comeandgo said:

FlaatusGoat said:

<rambling AI guff removed>

What a load of drivel.

Indeed. I feel sorry for the OP

Lorian

Have you tried searching the database here if it shows up there seems to be an online claim route https://www.heathrow.com/at-the-airport/terminal-facilities/lost-property. Says £25 charge for sending cases.

Leavemealone

Lorian said:

Have you tried searching the database here if it shows up there seems to be an online claim route https://www.heathrow.com/at-the-airport/terminal-facilities/lost-property. Says £25 charge for sending cases.

Thanks unfortunately nothing is showing on there. I reached out to Virgin who have confirmed who has bag and told me the procedure for collection stating we have to go into Terminal 3 and to the Cobalt Offices with the named person as per Virgin baggage receipt, their Passport and proof of travel! Stating a letter of authority would not work even with all documentation etc it will only be handed over to whomever Virgin put on the case at bag check. 

We were a party of 4 with 8 checked bags and 2 disabled passengers but all they were concerned about in USAwas they were on a mission weighing hand baggage and one of us had  pound too heavy so we had to take that out and put it in the final checked piece hence the statement as you are a family group you have 2 pieces of luggage each -names are not important so we did not pay attention to which case had what labels. This piece was the last smallest bag!

Leavemealone

Our 2 disabled passengers were left on board plane as there were insufficient wheelchairs sent for our flight and it was over an hour before they reached baggage reclaim. The wheelchair pushers took us straight through customs saying the carousels are changed so your party will have collected your bags and cleared customs so took us outside where indeed the rest of the 2 family members had the luggage for 4 on 2 trolliesIt never crossed our minds to check as parking fees were going up by the minute!  

elsien

I know it’s a pain for the daughter, but couldn’t she just go and pick it up on her next day off work- presumably the weekend? There’s probably little in there that can’t wait another week or so? 

Leavemealone

We live on the Isle of Wight so not such a straight forward journey what with car ferry etc. Trains etc are not straight forward and is a whole days journey. Virgin tell us that Cobalt should be open till 9pm but usually close randomly at 4pm so as they do not answer emails or phone it could be a failed journey.  She is now having to work overtime because of vacation so overall to pay the expected fine because her daughter was out of school as permission for leave of absence was not given so all in all not something we would want to do given that it could all be so much simpler. 

And just to add to that the ferry’s will not run much this week due to high winds in the area so a real headache that really is not necessary! 

Ayr_Rage

With the greatest of respect, you only have two choices.

Comply with the requirements of Virgin/Cobalt or abandon the bag and put it down to the mistake of not collecting all of your luggage from the carousel.

Leavemealone

Yes I agree but why so difficult if I could see Reasonable reason I could accept and understand. It appears pedantic. We have approached Virgin who put the wrong label on the bag which does also carry our own label with the correct name and see if this helps otherwise there is nothing else we can do and as you say write this off to a bad experience. The joys is being elderly and need assistance.