Mijn Klacht:

I would like to put a complaint for my last flights from Amsterdam to Fuerteventura and back, outbound on Saturday 24th February, inbound, Saturday 3rd March.
Before we took off we were already informed that because of technical issues our luggage would not go with us to Fuerteventura. Although I understand that you cannot help a technical failure, I do keep you responsible for poor communication and poor management of the issue.
Nor the airport crew neither the plane crew could inform us about what would happen. We asked them to already let us fill in papers but this was not possible since the company who handles the luggage is a different company from Vueling.
After arriving at the airport in Fuerteventura all the people from our plane had to queue up to fill in a form. This seemed to be taking ages because the woman behind the desk had to put each form in the computer individually. Eventually somebody from the queue suggested to hand out the form so the people in the queue could fill it in whilst waiting. But then we still had to wait ages for the woman putting each form in the computer. Then it was decided that each of us left the filled in PIR form there and took a picture of our individual forms so the woman behind the desk could put everything in the computer without a massive queue stressing her out. We all continued our journey without luggage. We were not informed we needed the original PIR form to make a claim.
I do not understand why this could not be dealt with differently. The airport crew or the plane crew could have informed the people in Fuerteventura before taking off about the issue with the luggage. handling a whole airplane. This could have been dealt with much smoother. We were not informed about what to expect or compensation for our delayed luggage.
Whilst in my hotel I emailed you, but I only received a standard text and a standard email. None of my emails were individually replied to. My husband in The Netherlands has rung the Dutch number given several times but they could not tell me status of my luggage. It was lost somewhere in Dublin.
On Thursday evening late my luggage arrived, so on Friday morning we had the suitcase. We were leaving at Saturday again though.
I have been informed that I have to write a letter and send all my receipts and other documents (The PIR form which I only have a picture off, see my story above) by registered post to make a claim. I find it very customer unfriendly that you ask all the people in the airplane to go through the hassle of collecting and sending receipts and paying for registered post. Why instead would you not give each customer a standard amount for each day without luggage and an amount for the inconvenience caused? I know you state that is because of audits, but for a customer that is a poor answer. You can see in your systems which person has not had his or her luggage for how many days.
I have already gone through a lot of hassle with not having my luggage for 6 days and now you put me through hassle again by asking me to send in my receipts by registered post. I think that that is unacceptable after how you dealt with the luggage delay both in terms of customer communication and managing the process.
I expect an individual answer from you and not a standard email again and expect you come forward with an offer for compensation without me sending receipts.

Gewenste Oplossing:

Ik wil graag persoonlijk te woord gestaan worden door iemand, geen standaard emails! en een vergoeding voor het ongemak van 6 van de 7 dagen zonder bagage in plaats bonnetjes per aangetekende post te moeten sturen.