Air Europa

Review: I recently traveled from New York (JFK) to Barcelona via Madrid on flights UX 92 and UX 2006 respectively, which arrived in Barcelona, Spain on March [redacted] 2015.

My luggage, which was supposed to be checked all the way through to my final destination, baggage tag No. [redacted] was apparently miss-placed after being checked-in. The ground staff at the Barcelona lost luggage counter informed me that they would be in touch within 24 hours to inform me of when and where my luggage would delivered after being tracked down. To the contrary, I was never contacted by the airline. Any and all information I have received has been by my own searching online; which says my bags are still being traced.

It has been 10 days now; I have spoken to airline representatives numerous times during my trip and since arriving home. In honesty, I find it very unfortunate and unprofessional that a large and respected airline company like Air Europa can completely miss-place baggage. As a result, I was left on a nine-day trip with nothing but the clothing I was wearing. Most frustrating is that I was given a false sense of assurance by the agents in the airport that “this happens all the time in transit through Madrid” and my bags “will be delivered in 24hrs” to my temporary address in Barcelona.

Unfortunately I do not have insurance to cover luggage lost on the part of the airline and there are certain items inside which are completely irreplaceable. Further, as a result of the delay I was forced to purchase personal care items as well as shoes and clothing for the entire duration of the trip just short of 400 Euros. These expenses were more than inconvenient and very unexpected.

I hope that the bag will be located and sent back. However, in the event it is indefinitely reported missing, I believe that I am entitled to compensation from the airline. After calculation of the items lost, I am asking to be compensated for my clothing, jewelry and electronics that were in the bag to the sum of 2345 Euros in addition to the first necessity costs for a total of 2735.89 Euros. This was my initial request to the airline.

As a followup, on April [redacted] (about two weeks following my return from Europe) contact was made via my temporary phone number, to another person who was on initial trip with me. However, I was never notified directly via email or phone by the airline. On April [redacted] I called Luggage Claim Service and was informed my bag was in possession and being delivered. The agent did not provide me with the location of the bag at this time. I have not seen the luggage since I checked it in at JFK on March [redacted], 2015.

An email was received on May [redacted], in response to my claim report, notifying me that Air Europa finds it appropriate to compensate me 100USD, though I provided all the required documentation and original receipts for First Necessities (for a 9 day international trip) to the amount of 390.89 Euros. I believe it very unreasonable that after paying 400.08 USD for a flight with your airline, in addition to the inconvenience of the matter, that my claim would not be fulfilled in full. I believe that I am entitled to full compensation from the airline for the amount spent on necessary clothing, shoes, and personal care items while in Europe. For this reason, I am not satisfied with the claim response and would like it the claim reimbursement reconsidered.

Concerning the luggage itself, as of today and as far as I know, the airline still has my luggage. Online tracing says the “delivery process has been initiated”. I have spoken to numerous airline representatives since arriving home, most recently being today, May [redacted]. I continue to find it unfortunate that a respected airline company like Air Europa has handled the situation so negligently. I have continually been reassured that your airline is in possession of my luggage. I am waiting for its arrival. Nearly a month has elapsed since it was reportedly located. To pointedly stress, the airline has yet to contact me directly with any updates on the luggage or the delivery process that has been initiated.Desired Settlement: I would like to fully compensated for the emergency items I was forced to purchase as a result of my lost luggage to the amount of 390 Euros.

OR

I would like to be reimbursed for the amount I paid for the flight to the amount od 400 USD

Review: I purchase a flight with Air Europa airline from NYC to Madrid on May **, 2015. When arrived at JFK airport the counter ticket representative by the name of [redacted] had no clue how to performed his duties. Due to his work skills limitation and mediocre service he processed our baggage incorrectly and unnecessarily made us pay for an additional baggage due to his own mistake. Since we did not agree to the additional charges at first, he told us he can request the baggage out of the flight to be taken as carry on baggage but fail to tell us that by doing so, one travelers will be missing the flight. When noticed the stupidity on his advise we decided to pay the additional charges so we can all be on our way to Madrid. Of course the luggage was taken out of the flight because this associate never order the luggage back in the airplane as he promised he will do. The luggage was "lost" for 4 days. We spoke to his supervisor Lilian Gudelo that night who service was less than acceptable. She did not care about the mistake made by her associates and instead turn her back at us and decide to start her social life with the flight attenders who were at the counter checking in. The flight was delayed by almost 3 hours. It was a very unpleasant experience and very dissatisfy problem resolution. Therefore, I like a refund for the additional $60 lugged fee.Desired Settlement: Refund for the additional ($60 ) baggage fee