-
On Aug 12, at Barcelona El Prat airport, after we had dropped two ‘hold’ bags at the BA desk, and had gone through security and passport control, so were now airside, my partner lost an item of cabin baggage. We flew to London on Aug 12, during which flight we relayed the story of the lost bag to the hostess in Club World, who said she would submit a detailed report that night, and that BA would contact us within 24 hours. No response from BA to her report. I filed a ‘case report’ that night. BA customer services acknowledged its receipt giving me a ‘case reference’ the next day. I wrote explaining that there is an Apple Tag in the case, which has been showing its location in El Prat airport. No response from BA. I then sent four more screen prints with the Air Tag’s location. No response from BA. I then wrote asking that SOMEONE call us to explain what they are doing to try to get the bag, and listed about ten items in the bag to help identify it. No response from BA. In the meanwhile our daughter telephoned El Prat to ask whether BA have been in touch – the answer was no they have not. Now this morning (August 25) the Air Tag is showing the bag’s location as being somewhere in the northern suburbs of the city in what appears to be a pharmaceutical firm (Serkonten’s) premises so I have written again to BA asking for information. No response from BA. What would other HfP readers do in these circumstances?
I am struggling to see how this is a BA issue. If I am following your post, you left the bag in the terminal? Unless it was taken off you at the gate while boarding, it doesn’t sound like an airline issue at all. I’m quite surprised BA haven’t told you this. I would take it up with the airport.
@Christopher-Clift – if I understand this correctly, the cabin bag was lost in the airport not on board or ever under the control of BA. If that’s the position, it seems that you are pursuing the wrong party as I’m not sure what BA can be expected to do in order to reunite you with your bag. I’m surprised the cabin crew member volunteered to assist.
Hand luggage lost at the airport is the responsibility of the airport which will have a lost property service which you need to contact. Even if something was found in an airline lounge and then couldn’t immediately be returned to a passenger would then (hopefully) be handed in to the airport, not handled by the airline.
Agreed. It’s difficult to see how a bag can be lost on board the aircraft, so assuming it was indeed lost in the airport then it’s clearly something to take up with the airport.
BA’s only shortcoming is failing to make that clear. Mind you the lack of response probably just means the case hasn’t reached the top of the pile yet.
Where was it lost, exactly? Did it have any kind of identifying tag?
and had gone through security and passport control, so were now airside, my partner lost an item of cabin baggage.
I managed to extradite this from the dense block of text. Some people are their own worst enemies at times!
So it was lost in the terminal in which case you need to contact the airports lost and found and not BA.
In the meanwhile our daughter telephoned El Prat to ask whether BA have been in touch – the answer was no they have not.
If the effort had been made to call the airport directly, would it not be the next logical step to take the opportunity to enquire about the bag directly?
Given the various non-public channels presumably available to an airline, it’s difficult to imagine how a single call to the generic beast of an airport could definitively confirm that no approach had been made to anyone at any time.
I’m also interested to learn by what route you have been regularly writing to BA, and given the lack of response why you are confident those communications have been successfully received by someone able to respond.
- You must be logged in to reply to this topic.
Popular articles this week:
