tweenie123
August 13th, 2005, 00:05
I've just returned from a fantastic two weeks - 10 days at the CBR and four nights on the Wonder (I'll do a report later!). It was our fourth time in Florida but first with TCD and I have to say - never again! I was a bit apprehensive after reading the reports on here but was intially surprised as the flight was quite pleasant. We flew out on July 28th after a short 30 minute delay which the pilot managed to make-up, the food was palatable and I found more leg-room than on previous charter planes.
On arrival at Sanford we were kept waiting for around 40 minutes at the luggage carousel as one by one all of the cases were removed. About a dozen passengers were left when a tannoy announcement informed us that 19 pieces of luggage had been left in Manchester inluding mine, husband and son, leaving us with nothing but the clothes we were standing in! A Sanford airport luggage representative came to us to fill in a form and said that the luggage would be here at the earlist opportunity, more than likely tomorrow and to purchase what we needed through our insurance. I then went to the TCD desk who did not even know that the problem had occurred!
Friday 29th - I rang the number we had been given at the airport at least 10 times in the morning for an up date but each time there was a recorded message on the voicemail which was full! I then contacted TCD office at LBV who were 'aware' that there had been a problem but did not know when the luggage would arrive. They gave me the number of TCD desk at Sanford who I then phoned. The supervisor was not due in until the evening and the member of staff on duty said that the luggage would arrive on the flight from Manchester at 18.00. We spent the day at the MK and at 19.00 I again phoned the airport number (usual voicemail) and the TCD desk. The supervisor informed me that she was far too busy to deal with my query as the Manchester flight had not even left therefore she had hotels to find for over 500 people and virtually put the phone down!
Saturday 30th - I take medication for severe migraine which foolishly I had packed in the suitcases and I was beginning to feel the ill effects. I again rang the airport number (again voicemail) I rang TCD desk at the airport which was engaged for at least an hour. I finally spoke to a colleague who had no idea when our luggage would arrive. He told me to ring back when the supervisor was on duty. I did as he stated and spoke to her again. She was unhelpful and said that it all depended on the Manchester baggage handlers and that TCD could do nothing from Florida. I asked had they made Manchester aware that this was a priority and she was very offhand with me and said that other passengers were also ringing her with the same problem!
I again rang the airport after the flights had landed and finally got to speak to someone who could not inform me whether our luggage had arrived as 'it was chaos in the arrivals hall'. I again spoke to the supervisor who said she was on her way to check. By this time I was quite tearful on the phone due to lack of medication and just generally being fed-up. It seemed that two days of the holiday had been wasted and no-one at TCD seemed to be doing anything to sort out the problem. She told me to phone back in an hour. I did as she asked and her comment then 'Stop ringing as the airport staff are really busy and can't sort out any luggage. If your baggage has arrived it will be delivered either tonight or tomorrow'. I said, 'It has arrived then?' She replied she didn't know and put the phone down!
The baggage finally reached out hotel 7.30am Sunday 31st July.
I would never travel with TCD again. When the problem occurred, they were not interested in helping and their customer service skills are zero. It was interesting that on the flight back, they do not hand out a customer satisfaction form!
On arrival at Sanford we were kept waiting for around 40 minutes at the luggage carousel as one by one all of the cases were removed. About a dozen passengers were left when a tannoy announcement informed us that 19 pieces of luggage had been left in Manchester inluding mine, husband and son, leaving us with nothing but the clothes we were standing in! A Sanford airport luggage representative came to us to fill in a form and said that the luggage would be here at the earlist opportunity, more than likely tomorrow and to purchase what we needed through our insurance. I then went to the TCD desk who did not even know that the problem had occurred!
Friday 29th - I rang the number we had been given at the airport at least 10 times in the morning for an up date but each time there was a recorded message on the voicemail which was full! I then contacted TCD office at LBV who were 'aware' that there had been a problem but did not know when the luggage would arrive. They gave me the number of TCD desk at Sanford who I then phoned. The supervisor was not due in until the evening and the member of staff on duty said that the luggage would arrive on the flight from Manchester at 18.00. We spent the day at the MK and at 19.00 I again phoned the airport number (usual voicemail) and the TCD desk. The supervisor informed me that she was far too busy to deal with my query as the Manchester flight had not even left therefore she had hotels to find for over 500 people and virtually put the phone down!
Saturday 30th - I take medication for severe migraine which foolishly I had packed in the suitcases and I was beginning to feel the ill effects. I again rang the airport number (again voicemail) I rang TCD desk at the airport which was engaged for at least an hour. I finally spoke to a colleague who had no idea when our luggage would arrive. He told me to ring back when the supervisor was on duty. I did as he stated and spoke to her again. She was unhelpful and said that it all depended on the Manchester baggage handlers and that TCD could do nothing from Florida. I asked had they made Manchester aware that this was a priority and she was very offhand with me and said that other passengers were also ringing her with the same problem!
I again rang the airport after the flights had landed and finally got to speak to someone who could not inform me whether our luggage had arrived as 'it was chaos in the arrivals hall'. I again spoke to the supervisor who said she was on her way to check. By this time I was quite tearful on the phone due to lack of medication and just generally being fed-up. It seemed that two days of the holiday had been wasted and no-one at TCD seemed to be doing anything to sort out the problem. She told me to phone back in an hour. I did as she asked and her comment then 'Stop ringing as the airport staff are really busy and can't sort out any luggage. If your baggage has arrived it will be delivered either tonight or tomorrow'. I said, 'It has arrived then?' She replied she didn't know and put the phone down!
The baggage finally reached out hotel 7.30am Sunday 31st July.
I would never travel with TCD again. When the problem occurred, they were not interested in helping and their customer service skills are zero. It was interesting that on the flight back, they do not hand out a customer satisfaction form!