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‘Mission inconceivable’ says passenger who skilled Dublin airport baggage nightmare


Passengers at Dublin Airport have described their ongoing makes an attempt to retrieve their baggage as a Kafkaesque nightmare that has gone on for days, if not weeks.

There’s conflicting info day by day,” stated Kristina Gahan, (49), as she tried to no avail to contact the luggage dealing with firm Sky Dealing with utilizing the courtesy telephone at Terminal One yesterday that was out of order.

Regardless of this, she and different passengers queued for over an hour on the firm’s customer support desk, solely to be informed to make use of the non-functioning telephone.

“It’s mission inconceivable,” she informed Unbiased.ie.

Ms Gahan, who’s initially from Latvia, however now lives in Donabate, north county Dublin, stated she and her daughter returned to Dublin on July 4 on a Lufthansa flight from Riga and their baggage was nowhere to be seen.

She had been attempting day by day since then to trace down her baggage as she was planning to fly to Portugal as we speak for a vacation.

She got here to the airport yesterday hoping to get some solutions however when she lastly obtained via to somebody on the firm, they couldn’t inform her if her bag was right here or not.

Whereas she considers herself fortunate that she doesn’t urgently want the contents of her bag, she was now having to purchase one other suitcase for her upcoming journey and was pissed off over how passengers are being handled.

“The worst is the communication. It’s terrible, you may’t get anybody to speak to you,” she stated.

“I’ve by no means seen something like this in my life.”

In the meantime, Jenna Berndt, (35), arrived in Dublin on a Qatar Airways flight from her residence in Cape City, South Africa, to go to her brother in Dublin final Tuesday.

She has been ringing Sky Dealing with repeatedly since then and has misplaced depend of the variety of voicemail messages she left in addition to emails, however has had no response.

“That is the worst expertise I’ve ever had,” she stated. “It’s like nobody actually cares.”

Whereas she has nothing of financial worth in her luggage, she stated she did deliver some household heirlooms which she fears she’ll by no means see once more.

For Zoe Cheung, (30), from Belfast, the nightmare has been happening for weeks when her flight from Los Vegas by way of Toronto on Canadian airline Air Transat arrived at Dublin Airport three weeks in the past.

She waited on the baggage carousel for 90 minutes with no signal of her bag and queued one other 90 minutes on the Sky Dealing with desk solely to offer them her particulars. She lastly obtained phrase on July 4 that her bag had arrived – however they couldn’t inform her the place.

“I’ve emailed and I’ve referred to as them however nothing,” she stated.

She lastly drove down from Belfast yesterday to see if she might get any solutions earlier than she had to report for responsibility as a physician at Craigavon Hospital.

“I got here as we speak with the hope of getting somebody to assist, however nothing,” she informed Unbiased.ie.

“It might be worse if I used to be happening vacation however it’s nonetheless actually irritating,” she stated.

And for Brazilian native Caroline Costa (34), who now lives in Dublin, the primary go to from her sister and brother-in-law since 2019, was affected. 

They introduced items for her kids of their baggage which she has been attempting to retrieve since they arrived in Dublin on June 29 on a KLM flight.

They lastly went again to Brazil on July 10 with out their baggage and had to purchase garments and toiletries for his or her keep right here.

She stated their go to was ruined as a result of they needed to hold going again to the airport every day to trace down their baggage to no avail. She has now stepped as much as the plate, hoping to get their baggage however remains to be ready.

“It’s my fourth day right here on the airport. I used to be right here from 1pm to 7pm final Tuesday,” she stated.

“It’s very upsetting,” she stated.

The one info accessible to passengers was an indication above the courtesy telephone from Sky Dealing with informing passengers that each one passenger bag claims are being processed for supply to the addresses offered and that they’re unable to permit passengers entry to the luggage reclaim space. It additionally advises them to contact their airways for updates.

And the scenario isn’t significantly better at Terminal 2.

To even discover the luggage courtesy telephone is difficult as an indication on the airport indicating the situation of the luggage courtesy telephone factors in direction of a espresso store, though the telephone is situated in the wrong way.

One telephone for Swissport – which handles baggage for Delta and United Emirates airways – was working however callers can solely get via to voicemail. A word beside the telephone states the corporate is simply open from 7am to 1pm.

And whereas the telephone to contact Aer Lingus baggage dealing with was working, callers can’t get via because it simply rings out, in accordance with passenger Joe Mangan, (61), from Edenderry, Co Offaly.

A spokesman for Sky Dealing with, stated: “We apologise for any inconvenience skilled by passengers throughout this era.

“We have now greater than doubled our workers numbers at Dublin Airport in current months to make it simpler for incoming passengers to retrieve their luggage.”

“The present delays are being brought about primarily by staffing points at abroad airports. These are leading to a major improve in passengers and their luggage being separated on their flights into Dublin, with luggage arriving on later flights,” he stated in an announcement to the Irish Unbiased.

“We have now invested closely in know-how enhancements to hurry up the method of notifying passengers when delayed luggage arrive and delivering luggage to them at their location in Eire with out the necessity for them to return to Dublin Airport. We’re making each effort to reunite passengers with belongings which have arrived on later flights as rapidly as doable.”

However requested in regards to the non-working telephone, he stated: “We do even have a printed discover beside the courtesy telephone advising passengers that their luggage will likely be returned to them on the earliest doable date. “

Aer Lingus has been contacted for a response.




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