Milngavie family fury as Orlando vacation ruined after airline lost bags


A family saw their dream vacation turn into a nightmare after their airline lost bags containing life-saving medicine.

Stuart MacDonald, 60, and his wife Alexia, 53, and their children Morven, 17, and Innes, 14, flew to Florida via Dublin on December 18 for a special Christmas trip.

However, the Milngavie family arrived in the US to find their luggage missing, with the airline appearing unreachable, reports the Scottish Daily Express.

Alexia’s daily medication which she needs for her debilitating condition, ulcerative colitis, was in lost luggage and could not be found.

This meant she was forced to spend the second week of their two-week vacation stuck in pain at the hotel, while her family enjoyed the expensive theme parks.

Mr MacDonald, who is a retired business manager, was forced to spend more than £3,000 on clothes and other items while on vacation while shelling out cash on phone calls to the call center from Aer Lingus.

He criticized the company for poor customer service and demanded compensation.



The family flew to Orlando with Aer Lingus

He told the Scottish Daily Express: “It completely ruined the holiday, when we landed in Orlando we found all our luggage was missing and there was no Aer Lingus stand at the airport.

“We spent around £220 on our mobile phones trying to contact them and eventually got through to the call center and every time they said they would get back to us and they never did.

“Eventually on the fourth day I used a website to track our bags and discovered that they had been sent to New York, so I contacted the company that had sent them, JetBlue, who told us Said our bags had arrived the day before but Aer Lingus didn’t tell us.

“I had to take an Uber to the airport to find that only three of the bags had been delivered, meaning there was still one missing, and that was my son’s, which also included my wife’s medication .

“She had enough for four days in her hand luggage and we couldn’t get prescriptions abroad anymore.

“My wife was in so much pain that she never went to the theme park the second week we were there because she was in no condition to go, so it was a horrible ordeal for all of us.”



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Aer Lingus has offered to pay Mr MacDonald £1,112 as compensation for the money he spent on clothes and gear during the four days without luggage.

However, he wants them to compensate him for their lost luggage which has not yet been officially declared missing forever.

And he also wants a proper apology from the airline.

He added: “Their customer service has been absolutely appalling, no one from the airline has ever picked up the phone and had a conversation with me about it.

“The thing is, they never showed us any concern for our situation or any empathy because they never did anything to help us.

“I told them I would like a minimum of £1,500 to cover the cost of phone calls, taxi fares and they did not confirm if the compensation would include the bag which is still missing which is around £800 or £900. the value of the goods.”

Aer Lingus has been approached for comment.

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