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Complaint

Date

12/10/2003

Complaint

entered by

francisjcraig@tiscali.co.uk

Part of TUI Germany

We returned from holiday on Friday 3rd October 2003, Naples to Glasgow Airport, flying with Britannia.

One of our cases never arrived at Glasgow Airport on our return. We had to hang about, fill in forms etc, with Servisair, and were told it would probably turn up within 24 hours. We had no contact whatsoever within the next 5 days from Servisair or anyone else as to what was happening with the missing luggage.

It was eventually delivered to us on the Wednesday 8th October. The case was in an awful state. I know the baggage handlers are not very careful at the best of times, to say the least, but they could at least try and treat other peoples luggage with a bit of respect - it looked as if it had been jumped on and thrown in the air.

What is really annoying is that there was no letter of apology or phone call apologising for the inconvenience caused to me.

We have sent Mrs. Craig the address of the loss adjuster for Britannia Airways and the address of their Customer Relations Department in Luton and we have advised her to submit a claim for a new suitcase and to request compensation for the time the case was missing. We would like to take the opportunity to advise all air travellers that the PIR [Property Irregularity Report] issued by the company handling the luggage does not constitute a claim on the carrier. It is merely a report and a separate claim must be made, in writing, with the carrier, not the handling company, within 7 days.

We never heard from Mrs. Craig again and, therefore, we would assume that her claim has been successful and she has been paid compensation from Britannia

Complaint Status: closed

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