One of our bags was left behind on a flight from Rome to Nice last month. We opened a lost baggage report, and the bag was reported found and was to be shipped to us days later. Weeks afterward, and after daily calls to both companies, we are unable to even to speak with someone who can confirm the location of the bag, let alone when we can expect to receive it. We have even had to ask Aviapartner re-open the lost baggage ticket (actually, open a new one) when we found out during our regular calls that the bag had "been delivered". Of course, we still do not have the bag. What is the best process for escalating resolution? Neither the airline nor the baggage handling partner are offering anything other than to keep calling the numbers where we have had no progress to date.
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St. Louis, MO USA
1976 posts
Hi Vince. I understand your frustration and just wanted to express my sympathy. And I can suggest using social media to bring unwanted attention to this airline. One of my coworkers just returned from Paris, where she rented an apartment through Airbnb. The apartment had no hot water and other unacceptable problems and she couldn't get hold of anyone in the company to complain to and who could move her to another apartment. She used Twitter to tweet about the apartment and the company's handling of the situation and that got their attention. They moved her to another apartment within a day or two. You could try this method. Or if Blu-Express/Aviapartners is on Facebook, and if you have a profile on there, you could "like" this company and then state your complaint on Facebook. They should notice! A few years ago a friend and I flew to Manchester, England on US Airways and they lost our checked luggage. They were unable to get it back to us for the whole 2 weeks that we were in Europe, even though they had our itinerary and the addresses and phone numbers of our hotels. Every time we called, someone told us a different untrue story - our bags should arrive the next day; our bags had already arrived so our file was closed; etc. We had to buy new clothes and toiletries because we had only the clothes on our backs. We finally got our bags back the night before we came back to the States. Then US Airways lost our bags again (they missed the flight between Philadelphia and Chicago) and it took them 5 days to return my bag to me in St. Louis. I wish that I had social media at my disposal; maybe I could have gotten back the money that they still owe me.