A family whose luggage went missing following a BA theft from Manchester airport say it recovered it a week later – with unwrapped gifts, wine missing and an irreparably damaged suitcase.
Jamie Skorczewski was among hundreds of passengers whose luggage got lost during the holiday season.
Leading up to a Christmas without clothes, gifts or medicine for the Skorcezewski family, the six-day wait for their bags to be returned led to further dismay when they discovered it had been tampered with.
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The saga began with a two-hour delay in the Heathrow-Manchester leg of their flight out of San Diego for a long-awaited reunion with the family on December 21.
Upon arrival, they were greeted by an empty carousel – but were able to see piles of luggage belonging to passengers on previous flights.
Jamie said he and 200 other passengers, including babies and the elderly, had waited almost two hours in Manchester before a member of BA staff came to hand them forms to declare their luggage.
For the next six days, forced to buy clothes and unable to give their son the gifts from his Christmas list, the family sued BA daily for updates.
When they finally found their bags, Jamie said, all the gifts were unwrapped, two bottles of wine stolen and a suitcase totally destroyed.
Jamie said, “We didn’t have any clothes except for the ones we had traveled in during that time and ended up having to buy some.
“My son was very disappointed on Christmas Day. Like every little boy on Christmas Day, he wrote a list.
“We, her parents, were the only family to buy items from her list and they were all in our suitcases.
“So Christmas Day was not the best for him and the magic of Christmas was finally ruined as we had to explain everything to him.”
When their bags were returned, the disappointment continued.
“All the gifts had also been unwrapped and 2 bottles of wine had been stolen,” Jamie said.
“One of our suitcases was totally destroyed – I don’t know if BA will cover this.”
Jamie says the fiasco was complicated by the involvement of four companies in tracking their bags.
BA had contracted Global Baggage Solutions to transport the luggage from Heathrow to Manchester, but despite numerous calls and messages, Jamie says he was unable to join the family.
Jamie returned to the airport on December 22 and found the only way to contact them was on the customer’s phone at the information desk in Terminal One.
During that call, Jamie says he was told they didn’t have the bags – but learned 30 minutes later from BA that they did.
Despite this breakthrough, the company then kept them for two days before passing them on to another contractor. Jamie was told they would be delivered to his home, but they didn’t arrive.
So Jamie returned to the airport on Christmas Eve and tried the terminal phone again.
Switched to the new cabinet, he managed to pass after repeated calls.
Jamie added, “I begged them to let me come and pick up my bags. I was informed that this was not possible as they had closed.
“I explained that all of my son’s Christmas presents were in there and all of my son’s clothes. They didn’t care.
On December 27, the third-party company hired a courier company to deliver the luggage – but there was no way to contact them to arrange a more suitable time than 3:30 p.m. So Jamie had to leave his father’s 80th birthday event to wait for the luggage. at home.
He added: “I had called to see if they could do something, but was told very coldly that they would be sent back to the depot again if I was not there and had to wait for another. niche.
“What annoyed me the most about all of this were the lies, the misinformation and the lack of available information or who to contact.
“It also ruined our Christmas, especially for our son, and interrupted my father’s 80th birthday event.
“We also paid so much money for our tickets, around $ 3,200 for me and my son, only to end up smashed side by side in a crowded economy section.
“We were literally stuck. Too bad for social distancing.”
Each airline appoints its own baggage handler and Manchester Airport has said it is not involved in baggage logistics.
Global Baggage Solutions referred the Manchester Evening News to BA for comment.
As a backdrop, BA said customers can be reimbursed for the cost of essential items when they were without their luggage and claim any damaged or missing content.
A spokesperson said: ‘We apologize wholeheartedly to customers whose luggage was delayed over the Christmas period after arriving in Manchester.
“It is clear that our service and communications failed on this occasion and we are taking the necessary steps with our managers and third party couriers to ensure we avoid a similar situation in the future.”