On Saturday we flew from Aberdeen to Amsterdam then on to Munich for a weeks holiday in Ruhpolding Bavaria.Upon arrival at Munich airport at 13.45, as we were waiting at the baggage carousel there was an announcement for 2 pax to contact the KLM baggage office. Yes, one of the two people were us.
We duly went to the office and were advised both our cases (mine and hubby's) were still in AMS. We were given the necessary report forms and advised that the bags would be on the next flight at around 5pm and we should hopefully get them by Sat evening or Sunday morning. We were told we could buy up to 100 euros of emergency items each.
We arrived in Ruhpolding early evening. Saturday night came and went and no luggage. We were also advised we can check the status on the KLM website. Sunday arrived, no telephone calls, no emails and the website still showed "baggage being traced". Phoned the German helpline we were given and were told the baggage had now been located and would be on the 7pm flight on Sunday evening. Now what happened on Saturday then?? We were told we may get the bags Sunday night but more than likely Monday morning.
I had medication in my luggage, I did have a couple in my hand luggage but became quite concerned re this and explained that I needed my medication so the female I was speaking to said she would mark as urgent. The website was still showing "being traced"
The website also gave a contact us function so I sent an email as out phones were just about out of charge (chargers were in luggage). The email I sent was asking them to contact us urgently re the missing baggage. I received a reply back 8 hours later saying "sorry they could not help" Bit of a farce really when the documentation we got says any questions will be answered by email or phone.
Monday morning we then get an SMS saying the luggage has been located (what again?) and will be delivered by DPD (Deutche Post) on Tuesday 29th September. The owner of the accom we are staying in very kindly phoned the helpline again and asked why they couldn't bring it on Monday as Ruhpolding is only about 1 hour 20 mins from Munich. No, it was going to be Tuesday by DPD.
We finally received our luggage at 11.30 today. Not a nice experience at all to be on a walking holiday with absolutely none of your personal belongings and all the shops were closed when we arrived on Saturday and also all day Sunday leaving us well and truly stuck. We feel we have basically lost 2.5 days of our weeks's holiday and feel we have been treated pretty bad by KLM with their lies and thier lack of service so I am looking for advice in how to complain and would be interest in others views.
Thanks for reading.
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.
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.
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!!!
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.
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!!!
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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