A woman was forced to charge £700 to her credit card after her suitcase went missing. Jill OCallaghan, 54, flew to Palma, Mallorca, from Manchester on Tuesday May 10 and arrived – but her suitcase was not brought on the plane.
Despite numerous calls and emails to the airline TUI, which said her bags would arrive on the next flight, her bags had still not arrived on Saturday May 14. Left with just the clothes she wore on the plane for a few days, Jill has since spent £700 on essential clothes, cosmetics and a rental car to last until the end of her vacation.
She was left in a state of anguish and worry, not only for the suitcase, but also because her late mother’s compact mirror was part of her belongings. Jill is now desperate for answers as to where her luggage is and worries about the impending increase in holidaymakers passing through the airport during the school holidays.
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Addressing the Manchester Evening News, Jill said she and her partner were due to go skiing with TUI sister company Crystal Skiing earlier this year but were able to spend a summer holiday in Palma instead. After some delays at the airport, the couple were boarding the morning flight when they noticed his partner’s luggage on top of the carrier was taking them to the hold.
I laughed with my partner and said there was your case, and I never thought about it again, she said. When we arrived in Palma, my companion came to collect our luggage. I could see it with his but mine never went through the treadmill.
We spoke to the ground service team in Palma and were given a reference number which was supposed to be the golden ticket to figuring out where the case was. We were told it would arrive on the next flight day by day, but when that flight arrived there was no case.
Although she contacted TUI several times on her website, Jill could not get a definitive answer as to where her suitcase was. She was offered 75 on Friday, May 13, but it has yet to be paid into her bank account, she said.
The couple have since had to use their credit cards to rent a car for 70 euros a day, in order to drive to the nearest shopping center where they bought basic necessities to the tune of 700.
On the way back to their hotel, they stopped at Palma airport to see if they could get help. No one can get to Manchester Airport. Trying to reach them is ridiculous. there is a disconnect with their passengers traveling, said Jill, of the Wirral.
We don’t know if my luggage is lost. We are disappointed with the airport. We are here for up to a week on Saturday and if we don’t hear from them I’m afraid my suitcase will be lost.
I keep thinking if someone was traveling with their kids or had medicine in their suitcase. We do our best to make the most of our holidays. We continue to try to get answers.
My fear is that we will come home and they will deliver it when we get home. Sadly, I lost my mother in February and had a compact mirror of hers in my case she gave me. I’m afraid of not getting it back and it plays in my head.
These are my personal effects. It is a hopeless situation. I don’t want to spend the rest of my vacation worrying. They cannot give me the assurance that it will be delivered on the next flight and there is this void and I am in a certain degree of anguish, she added.
As checked baggage is part of the service offered 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 luggage. We understand how frustrating this is and we are sorry for any inconvenience caused. We are in contact her and are working to resolve the issue as soon as possible.”
A Swissport spokesperson (the designated handling agent for TUI)s aid: “We are sorry to hear of this passenger experience. We are reviewing this situation urgently and will work with our airline and airport partners to resolve this issue as soon as possible.
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