My complaint:
We did not ask for a complaint form for the simple fact that the man who helped us was extremely patient and polite. However, the service we received was horrendous. We called 7 Swissport numbers that we had found on the website and one that they had given us at the Barcelona airport when handling the irregularity. The manager of the department was the only person to take the call and she hung up. Of the 7 emails we sent to various addresses, only one person answered us with an automatic email with information we already had.
It was about two suitcases that did not reach their final destination. Inside one of them was medicine that I needed, a fact that I could not communicate to their team since there was no customer service. When I made the claim, I did not realize that I was missing this medicine and, again, after calling more than 10 times to the number they had given me, I could not get in touch with anyone. I find this disrespectful and an illustration of how poorly organized the company is. When we arrived at the airport to see if the bags had arrived we found only one person working to manage the irregularities of more than 20 people. Just one person. I find it shameful and even more shameful that when I asked the manager for the contact of the person in charge of customer service (after finally getting in touch with her via WhatsApp), she put me in contact with that same person, being his superior. I would like to emphasize that the service received from him was phenomenal and what a shame that he has a supervisor like her who treats him that way and that her responsibility falls on him considering the amount of work he had.
Being a matter of dealing with very personal items, I would imagine that their team would be more careful. The company’s coordinators are very unprofessional.
Suggested solution:
I'd appreciate a formal apology and some sort of compensation for the time lost, especially considering I was two days without medicine that I needed.
