Aurigny isn’t doing anything about my lost luggage

This is an issue for every airport, but when I reported it to Aurigny check-in staff and filled out the required form I got the feeling that they really didn’t seem to care whatsoever. I was told they would email and phone Dublin but I was told it’s hard to get a response from them as they don’t answer the emails or calls. Also they said they have missing bags from Dublin on every flight. Why are they not doing anything to find these missing bags?

As I travelled with Aurigny it is their responsibility to find my missing bag and their attitude is disrespectful and appalling.

I know there is a staff shortage everywhere but that’s no excuse, bags are not being checked before going onto the flights.

It’s been three weeks now since I have been back and still no bag and no update from them at all. I feel like they’re not actually doing anything about the situation.

JACKIE CARRE

Editor’s footnote: a spokeswoman for Aurigny replies:

Thank you for giving us the opportunity to respond to your reader’s comments.

Our customer services staff are aware of the issues many of our customers are suffering in relation to lost luggage. Regrettably, the problem of lost luggage is at an all-time high in many of the airports across our network. This is due to the highly publicised issue of lack of manpower resources, exacerbated by the difficulties in recruiting and training new staff and the time it is taking the security authorities to run security checks and issue security passes to enable new employees to work in the secure (baggage halls) areas of airports.

Resource issues are causing widespread disruption across our industry and in addition to lost luggage there are multiple delays to flights and other operational problems. Together these problems are causing unprecedented demand on our customer services staff at a time when we are also having difficulty recruiting staff.

Whilst the staffing issues at airports in Ireland and the UK (where we don’t have our own staff) are out of our direct control, we are putting pressure on our suppliers to get these matters resolved. We are seeing improvement slowly coming through but it will still be months rather than weeks before ‘normality’ returns. We are doing our best to manage a difficult situation. We have sent our own employees to Dublin and Manchester to search through rooms of lost bags to look for our customers’ missing luggage and have had some success in doing this and we will continue to do so when resources permit.

We are sorry for the inconvenience our customers are suffering and would like to assure you that our staff do care and are working very hard indeed to provide help where possible.

Long waiting times to get through to our customer services staff by telephone are unfortunately likely to continue for some time and we would ask customers to contact us by email at customerservices@aurigny.com.