EasyJet 'sent passenger on futile tour of Morocco to recover bag’
EasyJet航空公司让客人在摩洛哥跑冤枉路只为找回行李
Airline apologises after holidaymaker was told to collect suitcase from 200km away – even though it turned out not to be there
航空公司道歉，他们让度假者去200公里以外的城市取行李——结果白跑一趟，因为行李根本在那里
EasyJet has not only been attacked for overbooking this week – another passenger has described “the worst customer service I have ever experienced” after the airline failed to put her suitcase on a flight to Essaouira, Morocco, and then sent her on an expensive, yet futile, tour of the country to try to recover it.
EasyJet航空不仅在本周因超售而遭到谴责--还有位乘客描述了“我所经历过的最糟糕的客户服务"。此前该航空公司不仅未能将她的手提箱放在飞往摩洛哥的飞机上,而且为了找回行李，还把她送上了一个昂贵的,但徒劳的长途旅行。
EasyJet left Fi Taylor’s bag behind in the UK the first day of her holiday in Essaouira, then told her it had been sent to Marrakech, nearly 200km away – and that she would have to collect it. Along with a friend she was forced to take a three-hour bus ride to the city. But just as they were about to arrive in Marrakech, easyJet told her that her case hadn’t been put on that flight either. Despite racking up a bill of hundreds of pounds, easyJet has offered them £125 compensation which doesn’t even cover their phone bills.
EasyJet在Fi Taylor的Essaouira假期的第一天就把她的行李落在了英国,而公司告诉她行李已经被送往有200公里距离的Marrakech, -她还不得不去把行李取回来。她和一个朋友一起,被迫坐了三小时的公车去到Marrakech。但就在他们正要到达Marrakech时,航空公司告诉她,她的行李并也没有被放上飞机。尽管这已经花费了数百英镑的费用,航空公司只向他们提供了125英镑的补偿金,这连她的电话费都不够。
“We arrived at Luton London two hours before the flight to a ridiculous queue for check-in. The chaos almost resulted in us missing our flight and when we got to Essaouira airport we were told that our bag was still in Luton. The staff at the airport had no idea what was happening.”
“我们在航班前两个小时就抵达卢顿伦敦，结果看到是个荒谬无比的长队在等待值机。这种混乱几乎导致我们错过了我们的航班,当我们到达了Essaouira机场的时候,我们被告知我们的行李还在卢顿。机场的工作人员一问三不知。
She says the following day they received a phone call from Marrakech airport claiming the bag would arrive there the next day. It was confirmed by email and a text so they set out on the three-hour bus journey to collect it.
她说,第二天,他们接到了Marrakech机场的电话,声称行李将在次日到达那里。这是通过电子邮件和短信确认的,所以他们登上了时为三小时的取回行李的巴士旅程。
“Unbelievably, just 30 minutes from the airport, I received a phone call saying that the bag had again not been placed on the flight. After another hour staff at the airport were still unable to tell me where my bag was. On the basis that we were told it would arrive the next day, we spent the night in Marrakech, only to get a call the next day to say it would actually arrive in Essaouira after all,” says Taylor.
“令人难以置信的是,离机场还有30分钟的时候,我接到一个电话,说我的行李还没有放在飞机上。一个小时后,机场的工作人员仍然无法告诉我我的行李在哪里。根据他们告诉我们的，行李将在第二天到达,我们在Marrakech过了夜,结果是我们在第二天却只得知搞了半天，行李将到达Essaouira,"泰勒说。
“So we started our journey back there only to be told that it would actually still be arriving in Marrakech. At that point I had enough and stated that my bag absolutely must arrive in Essaouira as originally planned.”
"因此,我们启程又回到那里,只是被告知,行李实际上仍然会到达Marrakech。此刻,我再也不能接受了,我告诉他们,我的行李必须按原计划到达Essaouira。
Even when the bag did turn up she says she was made to wait a further two hours by easyJet staff who she says couldn’t have cared less as she sat their crying at the sheer frustration of it. Despite ruining her holiday, making them both incur hundreds of pounds of extra expenses – she has been told that £125 was all the airline would pay.’
甚至当行李最终出现的时候,她说因为easyJet员工的漠不关心她又多等了两个小时，她坐在那里懊恼的哭泣。尽管这一切毁了她的假期,给她们带来了数百英镑的额外开支-航空公司告诉她,他们只能支付125英镑。
A spokeswoman for the airline says: “EasyJet would like to apologise for the delay and resulting inconvenience in delivering Ms Taylor’s luggage to her following a flight from London Luton to Essaouira, Morocco on 18 July. EasyJet offers customers £25 a day to cover essential items on the rare occasion a customer’s luggage is delayed.
该航空公司的一位女发言人表示:“EasyJet航空对在7月18日伦敦卢顿飞往Essaouira的航班后没能把行李及时送到Tailor女士的酒店，对泰勒女士的行李延误和由此带来的不便向她道歉。航空公司为客户提供每天25英镑购买必需品,以补偿客户行李延误的罕见情况。
“EasyJet is the only airline in Europe with an industry-leading ‘bag tracker’ tool which sends SMS and email updates tracking the bag throughout its journey. We operate more than 1,700 flights per day across 31 countries and incidents of lost baggage are extremely low. World Tracer, the independent body used by the industry for baggage tracking, shows easyJet to have one of the lowest rates in the industry for instances of delayed bags.
"easyJet是欧洲唯一一家拥有业界领先的'行李追踪器'的航空公司,它在整个旅程中发送SMS和电子邮件跟踪行李。我们每天在31国家经营超过1700架次的航班,丢失行李的事件非常少。”世界追踪者“,是航空业使用的行李跟踪的独立机构,它显示EasyJet是行业中行李延迟比例最低的公司之一。
“A member of our customer team has tried to contact Ms Taylor to resolve her complaint but without success at this point.”
"我们的客户团队中的一位成员试图与Tailor女士联系,以解决她的投诉,但目前还没有成功。
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