Holiday Complaints

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Can't give complaints advice but I was in a simmilar situation with KLM. BUT... I told them as soon as the luggage was lost that I would have to buy clothes etc and would be sending them the bill. I bought the things I needed to continue my stay and sent the bill and they refunded my money. Eventually my luggage arrived too. I think you need to get really tough on day one.
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greenHamlet wrote:
Can't give complaints advice but I was in a simmilar situation with KLM. BUT... I told them as soon as the luggage was lost that I would have to buy clothes etc and would be sending them the bill. I bought the things I needed to continue my stay and sent the bill and they refunded my money. Eventually my luggage arrived too. I think you need to get really tough on day one.


Not much help though when the shops don't open for two days and OP was informed that the cases would arrive that evening.
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Thanks for the replies. We did receive our money back for the purchases we made along with bog standard apology. We didn't spend the full 100 euros per person as the last thing you want to do when you arrive at the airport is start shopping! Lesson learned there as next time I would spend all I am entitle to. No explanation into their terrible communication systems and why the luggage took so long to arrive and why we were told many different times of when it would arrive.

At Munich airport when we received the report for the lost cases we also received a 25 euro voucher off another flight. We only received one of these and we perhaps should have received two. Had we been 2 separate individuals we would have received two. Anyway, what a carry on in trying to use the voucher. We used it to book flights to Dubai. Had to phone the 0871 number and the call cost just over £3 (there is no alternative number in saynoto0870 for reservations). We then also had to send the voucher off to Holland at a cost of just short of £5. So now it has cost £8 to use a 25 euro voucher. Finally they wouldn't issuse the tickets until they received the voucher (which despite being recorded international took ages to arrive). When they did receive it they then told me as we made the booking on the phone - which we had to do to use the voucher - and as there was only one voucher and 2 pax, they needed a £13 booking fee for the pax who didn't have a voucher!!! :really By this time I totally lost the plot with them and the girl on the phone spoke to her Manager and agreed to waive the £13 charge.

The whole thing has been a carry on from start to finish.
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