A month ago, easyJet lost our brand new buggy which they insisted needed to go in the hold. It never turned up at Gatwick. No staff at the baggage desk to ask about it, the only number they had listed just put you through to voicemail.
We have since logged this with their primary and secondary baggage tracing team, which includes making an official claim - nothing. It's been over 21 days now so I understand that legally, according to to the Montreal Convention, they HAVE to pay compensation. I have left more voicemails, I have left messages on their claim system, I have emailed, I have tried Twitter....nothing! No response. I'm tearing my hair out.
Has anyone had any experience with this? I just want to speak to an actual human. I did manage to once, but then they said oh we don't deal with luggage, ring this number...and I was back to the 'leave a message and someone will get back to you' circle of hell. I've never encountered such appalling customer service and feel quite helpless...
Thanks!