Dear Sir or Madam,
I have found myself in a state of frustration and anger as to how I was treated yesterday (09/02/13)
I arrived from Innsbruck and landed at 0950 (Thomas Cook) UK time, at your airport, Gatwick. Cleared passport control with little fuss and then found myself waiting at carrousel 4. After about 10 minutes a small quantity of bags appeared and then nothing. I waited about an hour, still nothing. So, I thought i would investigate what the delay is. I just wanted some information as to why the luggage was not arriving.
I walked around the baggage area and found two guys in high visibility waistcoats. I asked if they could find out what the problem is with the delay, to be told, "This is not my problem". Okay, I'm starting to feel a little upset now. So I ask who's problem is it? To which one of them points and directs me to Baggage Enquires. You could hold me responsible for not realising the obvious, I guess, but I'm a customer right? I am allowed to be a little stupid right? I mean I have been traveling since 0330 hours and a little tired! So after being dismissed with a wave of a hand, I went on my merry way to Baggage Enquires. Now feeling a little stressed.
I go to the window of baggage enquires and ask a lady if she can find out what the delay is with the baggage from the Innsbruck flight? This guy that is at the far end of the counter to my right starts to answer my question. I walk over to him and he informs me its the baggage handlers and they will make an announcement if there is a problem, and that its nothing to do with 'us'. I asked if there is anyway he can find out to which he looks visibly put out and says once again its nothing to do with him. So I walk away. After a couple of minutes I'm thinking what am I doing walking away. I want to know why i have been waiting over an hour for my bags and no one has told me/other passengers what is going on.
I return and speak with this member of staff that I feel has dismissed me with the same nonchalant attitude as the first guy with the high visibility waistcoat on and ask to speak with the manager. The guy asks me why, I explain that i want to now where my luggage is and no one seems to give a dam. He then raises his voice and speaks over me and again informs me its to do with the baggage handlers. And then asks me which baggage handlers are dealing with my luggage. I am really upset now. I am sick and tired with the poor customer service this country has been allowed to fall into. And I am now tired and feed up and shout back at him. Then this fat guy stands up from behind the counter. He is pointing at me and shouting "listen, listen". I shout at him telling him I am not speaking with him to which (thank God) he shuts up. So I am informed I that i cant even string a sentence of English together, yeah, I am angry now. So I swear at the guy. I admit it. Also if there wasn't a glass screen between me and him, I swear I would have hit him. I am not a violent person. Never been in trouble with the law, but I would have ripped his head off. His banging his hand on the counter and shouting at me. I am shouting back because all i wanted was a little customer care. I ask for his name. He just keeps asking me why. So I am shouting "Whats your name?" He is shouting back at me "Why do you want my name?" Honestly, I am getting angry as I type this just recalling the event. So he gives me a name of Paul Holland, or something similar. I would describe him as middle aged, average build, white with greying hair. As I walked away he shouted "Its nothing to do with me......." I replied, "Thats because your a useless wXXXXr".
So this is my complaint. Not the delay in getting my luggage and waiting until about 1230 until I finally walk out of your airport. The way I was mugged off and spoken to. Its a disgrace that you allow people to work in your airport that just dont give a sXXt about the people that use it. All I wanted to know was that my luggage would appear and a simple excuses as to why it was delayed. Please, dont investigate the delay. This is not the issue, its the attitude of the staff and the fact that they made me felt like causing them serious harm.
I look forward to your reply,