“Mission Impossible,” says one passenger who experienced the luggage nightmare at Dublin Airport

Passengers at Dublin Airport have described their constant attempts to retrieve their luggage as a Kafkaesque nightmare that has lasted for days, if not weeks.

There is conflicting information every day,” said Kristina Gahan, 49, as she tried and failed yesterday to reach baggage handler Sky Handling on the out of order courtesy phone in Terminal One.

Despite this, she and other passengers queued at the company’s customer service desk for over an hour, only to be directed to use the non-working phone.

“It’s an impossible mission,” she told Independent.ie.

Ms Gahan, who is originally from Latvia but now lives in Donabate, north Dublin, said she and her daughter returned to Dublin from Riga on a Lufthansa flight on July 4 and their luggage was nowhere to be seen.

Every day since then she had tried to track down her luggage as she was going to Portugal on holiday today.

She came to the airport yesterday hoping to get some answers but when she finally reached someone at the company she couldn’t be told if her bag was here or not.

While she is fortunate not to need the contents of her bag urgently, she was now contemplating buying another suitcase for her upcoming trip and was frustrated with the way the passengers were handled.

“The worst thing is the communication. It’s awful, you can’t get anyone to talk to you,” she said.

“I’ve never seen anything like it in my life.”

Meanwhile, Jenna Berndt, 35, arrived in Dublin on a Qatar Airways flight from her home in Cape Town, South Africa, to visit her brother in Dublin last Tuesday.

Since then she has been calling Sky Handling non-stop and has lost the number of voicemail messages and emails she left but has had no reply.

“It’s the worst experience I’ve ever had,” she said. “It’s like nobody really cares.”

Though she has nothing of monetary value in her pockets, she said she brought back some family heirlooms that she fears she will never see again.

Zoe Cheung, 30, from Belfast, has been in the nightmare for weeks as her flight from Los Vegas via Toronto on Canadian airline Air Transat arrived at Dublin Airport three weeks ago.

She waited 90 minutes at the baggage carousel without her bags being seen and waited another 90 minutes at the Sky Handling counter just to give them her details. On July 4, she finally found out her bag had arrived — but she couldn’t be told where.

“I emailed them and called them but nothing,” she said.

She finally drove down from Belfast yesterday to see if she can get any answers before she has to report for duty as a doctor at Craigavon ​​Hospital.

“I came today hoping to find someone to help me but nothing,” she told Independent.ie.

“It would be worse if I went on vacation, but it’s still very frustrating,” she said.

And for Brazilian-born Caroline Costa, 34, who now lives in Dublin, her sister and brother-in-law’s first visit since 2019 was affected.

They brought gifts for their children in their luggage, which they have been trying to get since arriving in Dublin on a KLM flight on June 29.

Finally, on July 10, they returned to Brazil without their luggage and had to buy clothes and hygiene items for their stay here.

She said her visit was ruined because they had to return to the airport every day to no avail to track down their luggage. She has now stepped onto the plate hoping to get her luggage but is still waiting.

“Today is my fourth day here at the airport. I was here last Tuesday from 1pm to 7pm,” she said.

“It’s very annoying,” she said.

The only information available to passengers was a sign above Sky Handling’s free phone, informing passengers that all passenger baggage claims are being processed for delivery to the addresses provided and that they cannot grant passengers access to the baggage claim area. It also advises them to contact their airlines for updates.

And Terminal 2 doesn’t look much better.

It’s difficult to even find the baggage phone as a sign at the airport showing the location of the baggage phone points to a coffee shop even though the phone is in the opposite direction.

A phone for Swissport – which handles baggage for Delta and UAE airlines – worked, but callers can only reach voicemail. A note next to the phone says the company is only open from 7am to 1pm.

And while the phone to contact Aer Lingus baggage handling worked, callers can’t get through because it just rings, according to passenger Joe Mangan, 61, from Edenderry, Co. Offaly.

A Sky Handling spokesman said: “We apologize for any inconvenience caused to passengers during this period.

“We have more than doubled our staff at Dublin Airport in recent months to make it easier for arriving passengers to collect their baggage.”

“The current delays are mainly caused by staffing issues at overseas airports. This is leading to a significant increase in passengers and their luggage being separated on their Dublin flights, with luggage arriving on later flights,” he said in a statement to the Irish Independent.

“We have invested heavily in technological improvements to speed up the process of notifying passengers when delayed bags arrive and delivering the bags to their location in Ireland without the need for them to return to Dublin Airport. We strive to reunite passengers with items that have arrived on later flights as soon as possible.”

However, when asked about the non-working phone, he said: “We also have a printed notice next to the free phone advising passengers that their luggage will be returned to them at the earliest opportunity. “

Aer Lingus has been contacted for a response.

https://www.independent.ie/life/travel/mission-impossible-says-passenger-who-experienced-dublin-airport-luggage-nightmare-41844877.html “Mission Impossible,” says one passenger who experienced the luggage nightmare at Dublin Airport

Fry Electronics Team

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