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Susan's complaint against Voyage Privé
Hold lugguage problem
Complaint against Voyage Prive
We flew to Kos from Birmingham (BHX) on 22.6.2017 and returned from Kos to Birmingham on 2.7.2017 with Thomas Cook. Prior to flying, there was some confusion with our hold luggage so I rang Voyage Prive who categorically said that we were entitled to one case x 20kg each and also sent me an email to that effect. When we got to Birmingham (BHX) airport, it took us 45 minutes to resolve the situation that one of the cases could not be scanned. A supervisor was called and let two cases through because of the printed email that I had in my possession. They told us that we may have problems flying back from Kos. Three days before we were taking the return flight from Kos to Birmingham (BHX) we tried to locate Voyage Prive. We did this via email, phone calls and a Voyage prive representative who was at the Hotel in which we stayed. After 3 emails, Voyage Prive stopped responding, a lady on the phone said that she would get a message to me via the hotel that day but never left a message. Finally, we were forced to leave a suit case at the Hotel (Michaelangelo, Kos). It was 3 days of worry, expensive phone calls and losing a case. It was difficult getting our possessions into one case so we had to leave some stuff behind. The communication was disgusting and I would seek compensation for the case and the worry. Why am I told that we were allowed 2 hold cases and then refused one of them at the airport. Please respond ASAP or I will seek advice.
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