I thought some of you may be interested in the final word from BMI after losing an 11 year olds bags on both legs of the journey, holding her at a room in an airport in the USA for 16 hrs, and now misplacing the correct phone number of their passenger.
From the Customer (lack of) service manager:
"See the note from our management in Manchester. Normally we deliver delayed bags except if the journey was on separate tickets as was the case here. The bag is available for collection therefore as soon as you wish."
From the duty manager:
"We are holding the bag here and have been since the 10th September!
We were given the incorrect telephone number for the passenger so have been unable to contact them regarding them collecting it and have been waiting for them to contact us!
They were however on separate tickets so will have to collect the luggage but we do have it here ready and waiting for them."
That is that then. A 2 hour drive to and from Manchester for the joys of travelling with this airline. Say what you may about air travel delays and the like, but it is apparent that in this case, keeping down costs, maximising share dividends, and arrogance is the motto of this mob!
Not worth thinking about if you have to send a UM with them....
