A mum has slammed TUI for ruining her holiday with her young son by losing their suitcases. The luggage was still missing three weeks later.
Angela Gill and her six-year-old flew from Manchester Airport to Reus in Spain on June 7. However, when they landed, their luggage didn’t accompany them.
The mum returned to the UK on June 21. Angela said that TUI have given her ?75 compensation but the mum had to spend more than ?200 on new clothes, toiletries and medication.
Angela from Teeside told The Mirror: “We were washing our clothes with a bar of soap every couple of days in the bathroom sink. We arrived at Reus airport and the last of the bags started to come out and we spotted one of ours, but then the shutters went down.
“You feel a little bit lost with what to do because you are in a foreign country. I assumed it would be 24 hours. In the one case that did come it had our shoes, beach towels and a couple of sun hats. We didn’t have any clothes.”
(C) Angela Gill
Jack, 6, still managed to enjoy his holiday despite the luggage chaos
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When they arrived it was a scorching 27C. Her son had flown over in a jumper and joggers and Angela was in a jumper dress.
She said: “With him being six he wanted to go swimming and I couldn’t let him swim in his underpants so I had to buy him a swimsuit. I was sitting around the pool in my jumper dress sweating like a bloody fool.
“After two or three days of being there, we went to the next town via public bus and we saw a Primark. We bought some bras, underwear and enough clothes for a couple of days.
“I rang every morning and by the seventh day, I just couldn’t see it turning up. It was just really upsetting to think that today my case was going to arrive and it was just really heartbreaking.
“I have medication for high blood pressure. I also have a problem with my pancreas and without taking the medication it can lead to malnutrition and it causes a lot of pain if I don’t take it.
“After six days of not having medication, I found a pharmacist that would sell me the medication without a prescription.”
Angela says she paid about ?215 to buy the most basic of clothes, toothbrush, toothpaste, shampoo, conditioner, sunscreen and her medication.
When it was time to fly back to the UK on June 21, she says at the check-in desk she was told by staff that they requested the bag to be flown over multiple times but it was ignored and that she could make a claim when she got home.
She said: “I was told that we could claim ?75 compensation after three days of my bag missing and on the fifth day I got the link for the bank transfer. I only received that last Thursday [June 23] – I received nothing whilst away.”
On Monday, Angela said she was told she could have to wait 35 days from when the bag went missing to file a claim. The two times she spoke to Manchester Airport they claimed the luggage was not with them, she said.
Angela said the ordeal ruined the holiday and she had to spend her holiday budget on necessities instead of a nice meal or a day trip to the zoo.
She said: “Each day that passes I get more and more frustrated with the situation. As a single mum, I don’t have a lot of money coming out. I go away on holiday and I have a budget and it’s blown your whole budget out of proportion. We couldn’t even go out for an evening meal.”
A spokesperson for Swissport – the airline’s handling agent – told the Mirror: “The post-pandemic return in travel demand is positive news, but the current peak period – which can be stretching even in normal times – is exacerbating resource challenges across the recovering aviation industry.
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“Airlines, airports, and aviation services all work together to deliver different elements of a single passenger journey and in busy periods the knock-on effects of delays stemming from one part, such as airport technical issues or security queues can lead to disruption in others.
“We are very sorry for our part in the disruption people are experiencing and are working hard to address our resource challenges, with over 2,800 new hirings since the start of the year. We will continue to work with our partners to find solutions for this industry-wide issue.”
A spokesperson for TUI told The Mirror: “We’re sorry to hear about the Gill family’s experience.
“We are urgently investigating this with our baggage handler to find out exactly what has happened and we’ll be in touch with them as soon as possible to resolve the issue.”
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