A 90 minute wait for our baggage - Complaint about Swissport - A Spokesman Said

A 90 minute wait for our baggage

Complaint about  Swissport  | AWAITING RESPONSE


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Stephen Kirsh


A 90 minute wait for our baggage

Complaint about Swissport

My family and I arrived at 03.10am in the baggage hall at Luton Airport last Wednesday morning expecting to collect our baggage within 15 minutes. Nothing arrived and after around 30 minutes an announcement was made that there was an operational issue and the bags would be coming shortly. No indication was given as to the arrival time of the baggage and by 03.50am everyone was getting very tired and anxious. No staff were present and we contacted an airport operations manager who came to tell us that they and importantly Swissport were unaware of the delay. They made the point that it was Swissport who were wholly responsible for all baggage handling at Luton airport. Two Swissport staff arrived and it was clear that they were completely unaware of the delay. They looked around, called someone and walked off. Only at 4.30am did the baggage start arriving without any announcement. This delay caused us all extreme distress, discomfort and additional taxi costs, as we had a taxi waiting for 90 minutes for which we were charged extra. This disgraceful delay is certainly outside of your service standards and is one that demonstrates your complete negligence in communicating and looking after your customers. In view of this I wish to claim significant financial compensation for our discomfort and additional costs incurred as a result of your failure to provide an adequate and timely service.

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