 Poster: A snowHead
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Sorry if this is a totally inappropriate use of the forum, but here goes..
My sisters in Morzine, first holiday in donkeys years and she's on her own for the first time and she does not do forums (or really, grasp how to use the internet beyond ebay, at all)...
She landed in Geneva, easyJet flight at 9pm yesterday (19th) and after waiting around for hours it seems that they didn't unload anyones bags or skis. She eventually had to leave on the transfer bus to Morzine, with easyJet promising faithfully they'd deliver gear the next day...
Surprise surprise, no gear, a message saying she could COLLECT it.. hahaha to which she said 'no, you said deliver, so deliver'... and since then, nothing.
So really - seeking a responsible adult advice here (haha!) as to whats best as she's getting nowhere with anyone. Is she best off hiring/buying and trying to get easyJet to cough up or she should sit tight in her increasingly stinky pants, is there any chance they will actually deliver before she has to turn around and come home (two week holiday)...
Is anyone else here from that flight, did you get your stuff, who did you shout at to achieve that?
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Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
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Worth checking travel insurance to see if they would cover hire costs if can't be reclaimed from EJ?
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Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
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Or see if travel insurance would cover going to Geneva to collect the bags, could get there and back in an evening.
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You need to Login to know who's really who.
You need to Login to know who's really who.
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Here is a guide: https://thepointsguy.com/guide/lost-delayed-luggage/
According to this guide - "One of the most important things to include in your claim is your local address. Do not offer or agree to return to the airport to retrieve your bags. Even if the agent claims it will be on the next flight and asks you to wait in the airport, politely but firmly decline that suggestion. If your bag hasn’t arrived with you, the airline’s baggage office (or contract agency) is now responsible for getting it to you and should be willing to cover the cost of a courier to do so."
Any time my luggage has been delayed, the Airline has delivered it. I have always assumed it is an obligation.
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Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
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You'll need to Register first of course.
You'll need to Register first of course.
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Also get your sister to search for "Montreal convention" and "delayed baggage" for some ideas of what airline's responsibilities are (or are supposed to be).
I do wonder whether easyJet and BA will try and use this weekend's storms as a way of weasling out of these though, claiming it was out of their control.
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I'll google that.. chances of her googling anything on her phone are nil!
My current hope is that the answer was 'its sunday' and fingers x she'll get them today!
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You'll get to see more forums and be part of the best ski club on the net.
You'll get to see more forums and be part of the best ski club on the net.
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Did Easyjet give her a PIR? If so, try looking it up on Worldtracer - search Easyjet Worldtracer luggage. It'll ask for a reference (maybe something like GVAXS12345) and her surname. If they did NOT give her a PIR then it might be a matter of speaking to Easyjet Customer Relations or whatever complaints dept is called. They'll want her booking locator and the bag tag numbers.
Good luck.
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| jebroni3_16 wrote: |
| Also get your sister to search for "Montreal convention" and "delayed baggage" for some ideas of what airline's responsibilities are (or are supposed to be). |
The Citizen's Advice link above gives a summary of this in simple terms.
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snowHeads are a friendly bunch.
snowHeads are a friendly bunch.
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We are at our chalet in Morzine ATM , Happy to lend her ski gear if she still needs it?
cheers,Bob
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And love to help out and answer questions and of course, read each other's snow reports.
And love to help out and answer questions and of course, read each other's snow reports.
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I have to say that BA have only lost my gear on the way back but every time they deliver to me.
If easyJet are asking you to get it and also in their TS and C's say only £25/day and max £75 then this is a reason to go with someone like BA rather than EZY.
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I am a fan of EasyJet in general, but this is one area where their service is terrible. And often in breach of relevant conventions. Their standard approach seems to be exactly as has happened here, where they ask you to return to the airport to collect the bag. Against my better judgement I have ended up doing this a couple of times, as they were offering delivery in 5-7 days otherwise. Best advice is to ensure you have very good insurance that will cover the cost of buying/hiring gear in the case where your bag is delayed. And being willing to sue EasyJet directly, I initiated proceedings and was then not surprisingly refunded all costs for collecting the bags including my time.
I actually think this issue is ripe for a super complaint, maybe getting Which involved would be a good idea. A good start would be if others here could relay specific experiences. I am happy to collate. It really annoys me that an otherwise well-run airline chooses to try and dodge regulations and conventions, and deliberately passes the buck to the outsourced baggage handling company with which it agrees and SLA that is wholly inadequate.
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You know it makes sense.
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My list of airlines that haven't carried my bag on the plane I flew on is:
British Airways, twice, bag delivered next day each time
Air France, once, delivered next day
Lufthansa, once, delivered 3 days later.
I thought the airline was obligated to then deleliver your luggage to you. Then cannot expect you to return to the airport and collect.
Just in case my bags get delayed I always carry onto the plane: all drugs, all chagers and adaptors, spare pants and until recently a spare shirt.
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Otherwise you'll just go on seeing the one name:
Otherwise you'll just go on seeing the one name:
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poor thing, that's a nightmare, I hope she was able to find some gear and her trip was not destroyed
Sorry if I don't have any positive input on how to resolve it, I think I would be too busy trying to exact revenge on all and sundry
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Poster: A snowHead
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You guys are so helpful!
She seems to be having a good time so far, last she messaged me she was out at a club getting pished (like skiing, something she hasn't done in a while!) Haven't caught up with her yet today, she's there for a fortnight so hopefully... fingers x!
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Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
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| johnE wrote: |
My list of airlines that haven't carried my bag on the plane I flew on is:
British Airways, twice, bag delivered next day each time
Air France, once, delivered next day
Lufthansa, once, delivered 3 days later.
I thought the airline was obligated to then deleliver your luggage to you. Then cannot expect you to return to the airport and collect.
Just in case my bags get delayed I always carry onto the plane: all drugs, all chagers and adaptors, spare pants and until recently a spare shirt. |
Yes the airline is obligated to deliver your luggage to you. The requirement is a bit lose though, with words like "reasonable" and as soon as practicable. How EasyJet manage this is with a cheap SLA with a baggage handling company that has for example 5-7 day windows for delivery. They know fine well that most holiday makers cannot wait that long, so they know they will save the cost of delivery from the many who will return to the airport to pick up the bag. I had this happen when a friend came to visit us, her bag did not arrive with her plane. Easyjet found it and it arrived at Edinburgh airport the next day. EasyJet refused to deal with me, stating the process is outsources and Menzies were responsible. Menzies said it would be 5-7 days to deliver to our address (and hour from the airport), I know some execs there and it really was not their fault that is the SLA that EasyJet paid for. I ended up collecting the bag myself. EasyJet refused to refund any costs, until my lawyer formulated a demand letter followed by commencing proceedings. My costs and recompense for my time were more than they would have paid to send the bag in a taxi. But that is how they do it.
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Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
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Mm.. situation update - still no gear, easyjet and airport saying she's welcome to collect but no one else could collect for her - she's sayin no, you deliver - easyjets email is bouncing back undelivered 'inbox full'.. ffs!
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You need to Login to know who's really who.
You need to Login to know who's really who.
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@Emmabeth, Do they want her to collect because the bags haven't cleared customs?
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Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
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You'll need to Register first of course.
You'll need to Register first of course.
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I don't think that's the issue @rjs but I will check! Thanks @holidayloverxx
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Just an idea, but I wonder if the reason no ones bags or skis were unloaded, might be that they weren't loaded in the first place?
I gather airlines sometimes deliberately leave most or all of the luggage to a later flight, in order to make room for more lucrative urgent commercial cargo.
This happened to me once on a Vueling flight from Florence to Gatwick. The aircrew chose not to tell passengers, it was left to a gatwick baggage handler to tell people that "none of the bags made it onto the plane".
I subsequently read about a court case in which BA's excuse was that it was within their terms and conditions to do this.
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That did cross my mind but they've told her twice she can collect from Geneva... I know airlines do some silly things but .. would they really risk folk coming back to the airport to find their stuff ISN'T there after all?
Latest update - she's hired skis and rediscovered the joys of skiing with a hangover, bwahaha.
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You'll get to see more forums and be part of the best ski club on the net.
You'll get to see more forums and be part of the best ski club on the net.
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A tangential thought (of no help to the OP)...Crystal use EJ out of Belfast to Geneva....I wonder if having a Crystal Rep on the case for any lost luggage would make a difference?
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@Old Fartbag, do they still have reps? Thought it was just a call centre nowadays.
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snowHeads are a friendly bunch.
snowHeads are a friendly bunch.
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| telford_mike wrote: |
| @Old Fartbag, do they still have reps? Thought it was just a call centre nowadays. |
Presumably there will be Resort Reps who could take up the issue - or are they gone as well?
Last time I went (Pre Pandemic) - there were Airport Reps and Resort Reps.....just not on the the Transfer.
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And love to help out and answer questions and of course, read each other's snow reports.
And love to help out and answer questions and of course, read each other's snow reports.
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Argh, she's back on messenger to me..
Now when she puts her details into the online thingy, she's getting no response, as in 'we don't recognise those details' - it looks like they have CLOSED her claim based on them saying she can collect from Geneva. She bloody can't, its a whole day job and thats before taking into account the cost..
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| Emmabeth wrote: |
Argh, she's back on messenger to me..
Now when she puts her details into the online thingy, she's getting no response, as in 'we don't recognise those details' - it looks like they have CLOSED her claim based on them saying she can collect from Geneva. She bloody can't, its a whole day job and thats before taking into account the cost.. |
Is it possible that they closed the claim as they've sent it out to you? A long shot I know.
There must be somebody they can actually speak to.
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You know it makes sense.
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There was an article on the BBC website today saying BA couldn't load/unload bags because they couldn't operate scissor lifts and airside vehicles in the high winds. I'd imagine Easyjet will have had the same problems.
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Otherwise you'll just go on seeing the one name:
Otherwise you'll just go on seeing the one name:
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Just actually talked to her instead of messaging - yes I did wonder if they've closed it as her stuff has been sent out.. mm, fingers x as she's got some meds in her bag she really needs!
She's tried calling but she gets a message 'all our lines are busy, try later, bye'.. which is spectacularly helpful!
Anyway she has hired skis and boots, borrowed spares and miscellaneous bits and she's off out for a punk/rock night but no beer, she over did that last night!
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Poster: A snowHead
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| telford_mike wrote: |
| @Old Fartbag, do they still have reps? Thought it was just a call centre nowadays. |
Varies from resort to resort - My recent Crystal holiday had Airport/Bus/Resort reps. Flaine in '20 was just Airport and Resort rep
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Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
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| Old Fartbag wrote: |
| telford_mike wrote: |
| @Old Fartbag, do they still have reps? Thought it was just a call centre nowadays. |
Presumably there will be Resort Reps who could take up the issue - or are they gone as well?
Last time I went (Pre Pandemic) - there were Airport Reps and Resort Reps.....just not on the the Transfer. |
We used to have Crystal resort reps here, but not for the past couple of seasons. Inghams still seem to have them, but not Crystal.
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Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
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UPDATE:
Thanks for your help folks. Two things occurred today, they probably aren't linked but... [url=]https://www.facebook.com/yoomanbeanz/photos/a.180409986171923/939750660237848/[/url] (no idea if that works, I haven't used a forum for almost as long as I haven't skied!)
And a courier appeared this evening (9pm ish) with her bags!
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You need to Login to know who's really who.
You need to Login to know who's really who.
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| Emmabeth wrote: |
UPDATE:
And a courier appeared this evening (9pm ish) with her bags! |
Result!
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Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
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Fixed the link for Ya..!
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You'll need to Register first of course.
You'll need to Register first of course.
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Thanks!
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