Last Sunday I set off to Heathrow at 8.30am so my 20 year old daughter could catch her plane to Uganda for her placement in relation to her university course that she is currently in her second year studying child nursing.
Our journey to Heathrow was trouble free and her friend who she was going with arrived with her mum shortly after us.
So we checked all their luggage in and sorted out all the relevant documentation. My daughter and her friend exchanged pounds into American dollars because it’s impossible to buy Ugandan shillings in the UK, but after some investigation it appeared they like US dollars.
I know she is 20 years old, but that doesn’t mean I don’t worry because I get so stressed especially with her travelling so far.
Saying goodbye I know it’s only three weeks, but it still upset me and made me shed a tear or two. Before I knew it she had gone through security.
I had a text on the way back home to tell me she was about to board the flight and that was it. She was on her way. I have to admit I did say at the last minute you can change your mind if you want. Sadly, I was half serious! So far all good.
I awoke on Monday morning to a text from her that she had arrived minus one of her suitcases, and it had to be the one with all her clothes in. Nightmare! I so felt for her, my immediate thought was what can I do to help, being thousands of miles away it is difficult to be of any help. I decided to let it go for 24 hours as she was told it would turn up in a couple of days.
48 hours passed by and still no sign of her luggage, so I thought right it’s time I got involved.
I tried ringing Egypt Air only to find that their phone lines hang up on you when choose the option for lost baggage. This was not a good sign.
This is when I decided to use the power of twitter or least try I tweeted them and did eventually get a reply but I also enlisted lots of blogger friends to RT my pinned post, too many to mention but thank you all of you. Eventually they started ignoring me on twitter, very irritating, so I phoned yet another number and finally spoke to somebody who I have to say was very helpful. Within 10 minutes somebody phoned me to give me an update on the missing suitcase and assured me it was in Uganda airport. Relief that something was being done. If I’m honest I genuinely thought my daughter would be reunited with her suitcase soon.
Fast forward 24 hours my daughter is still in Uganda minus her suitcase with all her clothes. I phoned the person I spoke to yesterday and she reassured me it was definitely at Entebbe airport waiting to be delivered to where my daughter is staying.
This is now 3 days on and I have no idea if my daughter will receive her suitcase. I’m hoping she will and I’m not being palmed off with poor excuses.
The customer service by a large global airline is possibly the worst I have ever encountered. It really is not good enough. My daughter has gone to Uganda to help people, and nobody is helping her. This is a shocking indictment of today’s society and how large company’s just don’t care, but they are quick enough to take your money.
After 72 hours my daughters suitcase turned up and she was able to change into other clothes, and that I know was a huge relief for her.
I’m so immensely proud of my daughters taking on this trip at such a young age. It shows great courage and maturity. When I saw some pictures she had posted on Instagram I instantly had goosebumps all over and it brought a tear to my eye, happy tears I might add. So proud to call her my daughter.
I would love to know of your experiences of poor service from airlines. Or good service.