My complaint:
We checked our luggage in for our 12,35 a.m. flight (EZY8604) on the 18th September. This flight was initially delayed (they said they would give us new at 13:30 p.m.) and was then cancelled (we only found this out by chance by looking at the notice board). We rebooked immediate (at 13.48 p.m) a later flight (22.10 p.m.) using Easyjet’s ‘Manage your Booking’. We then rang Easyjet’s customer services to see about luggage and were given assisted flights number. We rang them and they said they were only for people who had a problem in the airport. We rang customer services again and the woman told us that we were not to worry as our luggage would be on the flight with us. She asked for our new flight no.(EZY8612) and said she could see our checked in bag on the flight. I asked about the two hands free bags and she said that it would OK as these were linked to the checked in bag. (We have taken photo’s of the call logs to verify this). Plus hopefully the calls are recorded.
When we were about to board the EZY8612 we asked the people at the Easyjet staff about the luggage again and she told us that we should have got it from lost property and gone through check in again but by now it was too late to do this. She did say not to worry and report it at the lost baggage office at Gatwick airport and we would get it the next day.
When we got to Gatwick the lost baggage office was closed and there a sign saying that we had to email easyjet.gatwick@firstflight.co.uk. We did this plus we filled in a lost luggage form on the Easyjet website. We also tried calling lost baggage several times but kept getting a recorded message about due to Covid-19 they could not take calls.
We tried several times to speak to someone but without success. on Monday 21st (3 days later) we received a call from Primary tracing who said they had managed to locate the luggage and it was in Crawley. She informed us that she was a third party operative and that the baggage would be delivered back to us but we would need to pay £90.00. Obviously we had to pay this as we could not collect as we were in quarantine and also my friend was staying with me needed her stuff.
Suggested solution:
Refund the £90.00. We seek no other compensation but feel that the luggage was not misplaced as:
There was nobody at Malaga airport to ask. There were no messages over the tannoy etc.
We took the advise given over the phone by Easyjet customer services.
Easyjet's baggage office was closed
All phone numbers (other than customer services) seemed to be closed due to Covid-19 and in fact they referred you to online chat which again was closed due to Covid-19
