Swiss airlines is horrible,lost my bag for 2 days and damaged it
I ended up getting my bag back after it being lost for 2 and a half days. I was travelling Europe with my friend, and for all our flights we had a personal and a carry on bag to make sure something like this wouldn’t occur and I wouldn’t lose my luggage. We were travelling from nice to London. With a connecting flight in Zurich. We were forced to check in our bags in nice airport which we protested to. They took our suitcases and checked them in anyway. We flew to London and my friend got her suitcase while mine never showed up. I went to talk to Swiss airlines to try and receive my suitcase and they told me it never boarded the flight and is in nice airport still. They told me I could either come back at 6pm that day or wait for them to deliver it to the address where I’m staying in London. The lady’s at the desk were unprofessional, on their phones and weren’t helpful. They weren’t taking my issue seriously. I told them I want to come and pick it up. Later that day I had to take a bus and a metro to the Heathrow London airport. I arrived to terminal 5 and had to talk to British airways since they were the ones receiving my bag. They told me that for some reason instead of just having 1 reference number for my bag I had 3 and the lady didn’t add any additional information for my bag except that it’s white except it’s not even white, it’s just beige with green and has a green tag. British airlines was talking to me and on the phone with Swiss airlines for an hour. They then told me that my bag isn’t here and I need to come back the next day yet again for 7pm. I was also supposed to get updates regarding my bag throught the Swiss baggage delay website with my reference code. I was getting 0 updates or whereabouts of my bag. Keep in mind I’m in London for 3 days, I don’t have any clothes on me just my personal items which included my chargers, makeup, and purse. I had to go buy clothes worth $160 EURO and spend money on trains and busses to resolve this issue, and they told me that I would only be compensated for 100USD since I’m travelling from Canada. I submitted a claim with all my receipts for my purchases and wrote several emails expressing my concern and have heard nothing. I went to terminal 2 to talk to Swiss airlines to ask them what is going on and why they keep giving me false information and I had to speak to them over the airport phone. I called and explained rhe situation. The lady kept cutting me off and wouldn’t hear me out. When I told her my bag was supposed to arrive at 6 pm on the next flight after mine her response was “darling it’s 9pm”, EXACTLY I’ve been here for 3 hours, I don’t understand what “its 9pm has to do with anything”. I came back AGAIN the very next day for 7pm and yet again went to British airlines in terminal 5, they then seemed confused on why I was there and called Swiss airlines in terminal 2, which then the agent from British airlines told me that my bag is in terminal 2 waiting for me to pick it up. I then had to go to terminal 2 to collect my bag only when I arrived I couldn’t talk to Swiss directly so I had to use their phones that they have their for baggage claim and the agent was very unhelpful. He told me that my bag is actually back in terminal 5 and when I told him that I was just there he told me that he doesn’t know where it is. I expressed my concerns and he told me that it was in terminal 2 but they sent it to terminal 5 and that I’d need to come back the very next day to get it. I was upset and annoyed, I’ve been at this airport 4 times already and I still have no bag, no whereabouts of my bag and no proper assistance just broken promises and false information. I told them that when my bag finally gets here not to send it anywhere and that I would pick it up, there was a note with it attached to my case file, which I told him over the phone and his response was “idk why they sent it”. I was furious, felt gross in my clothes that I had and had no idea how to get help and get my bag. No one was helping or taking this seriously. The next day I woke up at 5:45 am and went to the airport, keep in mind it takes me an hour each way and costs money. I got to the airport at 7 am and went to terminal 2 stratified away to talk to Swiss airline in person. I told them I needed to see their manager and they sent me to another help center where I expressed my concern and I actually had to be more strict for them to take me seriously. One gentlemen who didn’t work for Swiss helped me and made 1 call and found out where my bag was. He took me throught the airport to get me checked and took me to the baggage carousel. I then was able to show my passport and collect my bag. My bag was given to me dirty, ripped, and the handle is broken. I bought this suit case brand new at the nice airport since my old one broke. It cost me 70 euros and I was planning on selling it back in Canada since I don’t need it. Instead it’s now ruined and I’m the one who needs to deal with this now. I also want to say I talked to live agents online with Swiss and British airlines and both were completely useless and rude. They told me they don’t know anything and can’t help me. This is unprofessional and unacceptable. I expect professionalism from an international airport and instead I wasted money and time on my trip going to the airport every single day spending 4 hours dealing with this everyday. This “mistake” caused me to spend more than I should have. They are unprofessional, not reliable, and didn’t care one bit. I expect my bag to be returned the way i gave it to them and they hold full responsibility once they have it, especially because I was forced to do this. I am unhappy and want to share my story so that people are aware and can spread this information. Awareness for how this airline mistreats people needs to be raised. I will attach images of my bag before and after the damage. They were also so careless with my bag that they lost my tag and the little wallet that was attached to my suitcase, which is shown in the image of how the bag looked when I got it. These companies are unreliable, rude and were dismissive. I am not happy and they have ruined my trip.