A woman was forced to pay 700 pounds off her credit card after she lost her purse. Jill O’Callaghan, 54, flew to Palma, Mallorca, from Manchester on Tuesday (May 10) and arrived – but her bag was not brought on the plane.
Despite numerous calls and emails to TUI, who said her luggage would arrive on the next flight, her luggage didn’t arrive until Saturday (May 14). Having left the clothes she wore on the plane for a few days, Jill has since spent £700 on basic clothes, cosmetics and car rentals to last through the end of her vacation.
She was left in a state of worry and anxiety, not just for the sake of the bag, but because of the fact that her late mother’s mirror was among her belongings. Jill is now desperately seeking answers about the location of her luggage and has raised concerns about the impending surge of vacationers through the airport during the school holidays.
Talking to Manchester Evening NewsAnd Jill said she and her partner were due to go skiing with TUI’s sister company, Crystal Skiing, earlier this year, but were able to move on to a summer vacation in Palma instead. After a few delays at the airport, the couple was on their morning flight when they noticed their partner’s luggage above the carrier taking them toward the reservation.
“I laughed with my partner and said ‘that’s your case,’ and I never thought about it again,” she said. When we got to Palma, my partner went to pick up our luggage. I could see him in his possession but he didn’t come through the conveyor belt.
“We spoke to the ground service team in Palma and were given a reference number which was said to be the golden card in understanding where the case was. We were told it was coming on the next flight day in and day out, but when that flight came, there was no case.”
Despite frequent contact with TUI on their website, Jill was unable to get a definitive answer as to where her bag is. She said she was offered £75 on Friday (13 May), but that amount had yet to be paid into her bank account.
Since then, the couple have had to use their credit cards to rent a car for €70 a day, enabling them to get to their nearest shopping center where they bought £700 worth of essentials.
On their way back to the hotel, they stopped at Palma airport to see if they could get some help. “No one can get to Manchester Airport. Trying to get to them is absurd. There is a break in communication with their passengers who are flying in,” said Gill, of Wirral.
We don’t know if my luggage was lost. We are disappointed with the airport. We’re here until a week on Saturday and if we don’t get any response from them I’m worried about my luggage being lost.
“I keep thinking if someone is traveling with their kids or if they have medicine in their bag. We’re doing our best to make the most of our vacation. We’re just trying to get answers.
“What I’m afraid of is that we’ll go home and they’ll get it done when we’re home. Unfortunately I lost my mom in February and had a compact mirror for her in my case she gave me. I’m worried she won’t get it back and she plays in my mind.”
“It’s my personal belongings. It’s a hopeless situation. I don’t want to spend the rest of my vacation worrying. They can’t give me assurance that it will be delivered on the next flight and there’s this void and I’m anxious.”
As baggage check-in is part of the service provided by the airline, Manchester Airport was unable to comment. A TUI spokesperson said: “We would like to apologize to Ms. O’Callaghan for the delay in receiving her baggage. We understand how frustrating this was and are sorry for any inconvenience caused. We are in contact with her and are working to resolve the issue as quickly as possible.”
Swissport spokesperson (Designed handling agent for TUI) Help: “We are sorry to hear of this passenger’s experience. We are urgently looking into this situation and will work with our airline and airport partners to resolve this issue as soon as possible.”