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 Heres a copy of an e-mail I sent yesterday, suffice to say that I'm far from impressed with their customer service.


 

 Dear Sir/Madam,

 My partner and I returned from Las Vegas last Thursday 19/07/07 with MyTravel airways.After checking in two suitcases at McCarran airport (and paying an excess weight charge of $128) my partner noticed shortly before we were due to get on the plane that our boarding passes had Glasgow on them.As our tickets were for Manchester I approached one of your staff to query this, I then realised that the baggage stubs were also made out to glasgow. I was told to return when we were due to board and repeat the query.I followed this instruction and when I got to the gate I recognised the actual person who had checked our luggage in (a young Hispanic looking man with glasses and a long pony tail).Asking him if there was going to be a problem for us getting to Manchester with the erroneous passes his reply was 'oh yes, I remember you, your tickets were for Glasgow'.I demanded that he look again at the tickets which were indeed clearly printed for Manchester.
 Muttering something that I did not catch he took the tickets from me and walked away.When he returned he gave me boarding pass stubs for Manchester.I then enquired what was to become of the cases he had checked in wrongly.He informed me that we had to disembark in Glasgow, go through immigration,claim the cases from the carousel and check them back in before reboarding the aircraft.I expressed my concern that it would not be possible to do all this in the time allowed, but was informed that all passengers had to clear immigration in Glasgow before proceeding to Manchester.Unhappy with his couldn't care less attitude and lack of apology for his mistake I then boarded the plane.
 Upon arrival in Glasgow, the pilot informed the passemgers that those of us travelling on to Manchester, must stay aboard the aircraft.Surprised by this I told one of the cabin attendants of our situation.Her reponse was 'I wish you had told us earlier, we could've radioed ahead and got it sorted out'.Once again I was made to feel as though the situation was somehow my fault.She did however take our details, along with the baggage stubs, and assured us that the cases would be flown down to Manchester and delivered to our house later that day.At the terminal I made out another report and was told that the cases would be delivered to us the following day.
 Having taken an extra day off work in order to receive the luggage, my partner rang the phone number we were given, once it seemed clear that they were not arriving.She was then told that we would receive them the following day (Saturday).When they failed to arrive yet again I made the same call only to be told that the carriers do not work weekends, but we would definately get them on Monday.Having taken another day off I called the number once more on Monday afternoon.The girl took my details, promising to find out from the carriers were the cases where and to call me back promptly.Of course no return call has yet been received.
 I appreciate that mistakes will always be made, but what I find disturbing is the complete lack of concern from every member staff that I have so far discussed this matter with and at no point have I received any kind of apology.For a company so heavily reliant on customer relations I think you too should be VERY concerned.May I also remind you that the contract between us was to deliver my partner, myself AND our luggage, in this respect you are clearly in breach.
 I await your reply with limited patience.

 Mark Forrester
 
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Wish you'd said at the start that you were flying to Glasgow, then onto Manchester, as then the email would have made sense on the first read through.

I thought the Check-In Staff for the European Airlines at McCarron in Vegas were as bad as I've encountered anywhere in the world. Certainly, well up to Wooly Jumper's normal Customer-Care standards.

Good luck with your Baggage, Mr Duck Sir.

When I booked the tickets I was under the impression that it was a direct flight to Manchester.Nowhere did it mention that on the return journey we would be unloading a bunch of Jocks in Glasgow.

I had the same flight last year, but have to say all swimmingly smooth, didn't have a problem

 I'm not trying to say that my experience is in any way typical of the many passengers MyTravel carry.As I said in the e-mail mistakes will always happen,but my real complaint is the attitude of their staff once confronted with the problem.At each point I was made to feel that I was in some way responsible instead of them and have so far received absolutely no semblance of an apology, no sense of urgency, rather more complete apathy and many broken promises.

Hope you get it sorted.  I would have thought at the very least they could refund you the excess baggage charges that you paid.

I think the way this flight is working now is Glasgow then Man on the way out and the same back.  The "bunch of jocks" would have had a worse experience on the way out as a lot more ppl get on at Man than get off in Glasgow.  They used to go Man then Gla on the way out as well.

MyTravel ballsed up our luggage a few years ago as well.  Wouldn't use them again - unless I really had no alternative.

Ah yes the excess baggage...this was due to my wifes compulsive collecting.It wouldn't be much of a problem if she'd stick to stamps or something similar, but once she'd ammassed the 2nd largest collection of house bricks in the world theres been no stopping her.

Direct Flight doesn't necessarily mean you don't stop at another airport. It just means that you keep the same flight number for the whole journey, on the practical side this means that if there is a stop on the way you won't get off the plane before travelling on.

Are these the same company as mytravel lite? if so i'm banned for life anyway lol

 Hooray....cases finally arrived this afternoon, a mere 5 days later than we were first led to believe we could expect them.However I don't intend leaving the matter at that and definitely will not be fobbed off with some crappy mytravel vouchers in recompense for our inconvenience.

Will be intrested to hear what tosh they come up with... Seems to me you will find the same "dont give a damn attitude" on there reply... The only time you find a quality reply is when the all powerful media intervene..then those being complained about foul themselves and send champers,flowers and refunds winging your way...Any Newspaper editors on here?

You're in the States you should have tipped 20% of the airfare to the baggage handler & to the airplane host and there would have been no problems.  ;whistle;

We have been very fortunte then with Mytravel, DIRECT flights both ways all four we flew with them to vegas, we chose them due to cost this last time 342 for both of us, before that even cheaper. It realy does outway the in direct flights we used to go via Chicago, but like i said we musta been lucky.

Both United and AA have missplaced out luggage but it was delivered promptly to our hotel / home on return.

You can go direct from Manchester with BMI.

After working at heathrow for 2 years and getting to know the habits of the baggage handling staff, i can only say NEVER put anything valuable or fragile in your baggage. The bags are opened and searched routinely by staff who have had minimal checks done on them, are on a low wage and have minimum consideration for the contents and owners of the baggage they are handling.

This applies to the larger airlines as well as the smaller.  I've seen video footage of some of the antics the baggage staff get up, and it isn't pretty.  Suitcase-frisbee is a more popular sport than you'd think....

A friend of mine who works at Heathrow has told me exactly the same

FYP

Although we have not spotted anything missing yet, the cases have definately been tampered with and the contents were obviously just thrown back in.