I booked a fullfare return economy class ticket through the BA app from Frankfurt through London Heathrow to the Isle of Man. Upon arrival I realised that my checked luggage hadn’t arrived with me. Just like the baggage if another 6-7 pax. There was no agent to take of the matter but we were told to file an online lost & found report and that this was “normal” for luggage transferring from one to another terminal at LHR. I asked a check-in employee if there were any allowances for buying necessary items. I was handed an information sheet telling ne I was allowed to buy necessary articles up to £25 per day.
I checked the BA and Logan air websites the next day to get updates on the whereabouts of my luggage but the information was conflicting. 24hours after my arrival I called Logan Air and was tild that my luggage was still at Frankfurt Airport and that I would be called if my bag was on the way.
I never received a call but, luckily, my suitcase arrived that evening (48hours after it was supposed to arrive).
A few days later I filed my comprnsation claim for an amount of roughly £40 I doent in necessities for 2 days without my luggage.
Since then I haven’t heard from Logan Air. British Airways has replied twice saying that Logan Air would be in charge of the claim though I bought a BAticjet through their app and only the flights LHR-IOM-LHR were operated by Logan Air.
I contacted Logan Air last week again but there is no reply yet, especially no refund.
This lack of communication is appalling. As I work for a major European airline myself I am surprised at how badly British Airways and Logan Air handle customer claims. I specifically bought a full fare ticket instead of an airliner ID ticket to avoid the luggage transfer difficulty at LHR. Now I wish I had saved the money by getting a discounted airliner ticket and avoiding the list luggage by transferring & checking it in myself at LHR. It would have saved hassle and money.