Swissport International
Reviews and Complaints

I'm writing to you from Accedia JSC on behalf of a colleague. He missed his flight on 12 June 2019 at 12:00 pm (ORD-LAS), UA 0599 S. The flight was 50 min late and at the airport in Chicago he had to go through customs, which took a lot of time. After that, he had to take his luggage and re-check it in at the airport, but the luggage wasn't there and no one could tell him if the luggage has already arrived (it was supposed to be transferred in Germany). In this case he had to wait for 30 min in a line only to tell him that the luggage is still in Frankfurt and at this time the flight had already took off. In Las Vegas he went to the airport to ask for the luggage to be sent at the hotel, because their system didn't work and he couldn't lodge a baggage claim, so he had to do that personally. We would like to request a refund having in mind he had no information about his luggage and couldn't lodge the baggage claim as it is supposed to be. We are looking forward to hearing from you on office.[protected]@accedia.com or +[protected].

We arrived on Monday night in Dublin 15 July from Athens (A3630) with Aegean airlines(Family of four with small children. Our bags did not arrive. I was given a temporary reference no of 76614 from an automated machine which I found in the abandoned desk in the Airport.
Our bags didn't arrive by Thursday 4 days later! No one contacted in all of this time. There was no information/ updates or call from anyone. I called so many times. I couldn't get any information online. The Swissport Dublin number which I rang constantly is never answered at Dublin Airport. I left messages many times, again no one called back or replied. I went in complete frustration to the airport. We had no clothes/ underwear, toiletries medicine etc for 4 days. All i could do was talk on a swissport phone. There was no one in person and no desk to talk in person to a human being. When I did use the phone, the person who was on the other line who sounded like they were 16 said they would go look and call me back in a minute. Half an hour later after waiting with my children I called again. No one knew about my call. Nothin had been done and the next girl who also sounded like a teenager said they they had probably just gone on a break. She told me to go away for a while and come back later! I couldn't believe what I was hearing. I had to go and wait with my children, while they went off on a break and did nothing. The first girl did then call back after I complained and simply said that she "couldn't find my bags and sorry" and was about to hang up on me. There was no information offered, no hope offered and no plan to do anything about it. I called back to another girl and complained and explained that this was unacceptable and after getting angry with her... she went and found my bags which where there all along. They didn't bring them out and simply give them to me. I was told that they would be sent to me. So I then had to rush back to receive them. Swissport is a complete Non- service. the staff and so bad it is ridiculous. How this company gets any service contracts is beyond me. My children could offer a better service. They are a complete disgrace and how we were treated was a complete disgrace. Thank god my childs ventolin medicine was not on the bags. Swissport are a disaster, worst company ever for customer care and the training level of the staff is a disgrace.

On 11 July 2019 my flight from Zurich to Manchester (Flight LX0380) was redirected due to bad weather from Manchester to Liverpool.

It took nearly 1 hour for buses to be provided by Swissport for passengers to disembark for the terminal building and 2 hours 15 minutes for baggage to be unloaded. These delays are completely unacceptable taking into account other diverted flights landed after the Swiss flight with passengers and luggage swiftly unloaded. Having landed at Liverpool at 18.30 it was not until 21.45 before passengers eventually arrived at Manchester airport by bus. During the delays at Liverpool, Swissport provided no explanations for their ongoing delays.

I was going to Murcia the 3th of July. I was in the queue for the check in waiting one hour and a half. There were three flight with ryanair at the same time more or less. They were just calling people for one flight and no information about the rest. So we were letting people go in for the flight was called. Once it was our turn (i was with another lady), the guy just said at first ‘'there's no space in the plane go to the control with all the luggages'', we went to the control and they didn't let us go in so we came back to the check in and he didn't even know what to say so we just were told ‘'you have to make a rebook of your flight'' and in 30 min was my flight. I went to another one to ask and he didn't even hear us and he just said ‘'sorry you should come before'' and i was in the airport 4 hours before my flight. No solutions and we were gonna miss our flight. Another girl, blonde hair and really rude, didn't hear us too. At the end, three more people were there in the same situation so they trusted us. They gave us another flight for the following day but we were treated really bad, they ignored us, with 40 kilos each abandoned at the airport for 24 hours because our flight was at the same time the following day. We missed our flight. They didn't give us any option to stay somewhere and we had just left our houses in London, we were moving to Spain. We took an hotel by ourselves. So please, i need a solution about it because it was inaceptable because we missed our flight with no reason and we were carrying our luggages so it hurt our backs a lot and once we arrived to Spain we needed medical care. I added all the documents and also the bus and the uber i took to get the airport the 3rd of July to verify i was in the airport with enough time.

Good Afternoon,

I hope you are well, but I have some issues which need resolving within the company…
My name is Jill Sanders and I am currently working as an Aircraft Services Supervisor at East Midlands Airport, EMA. I joined the company on 18/03/2019 thinking it would be a good move… It was the biggest mistake I have ever made, I will tell you why!
When joining the company I was told that there was going to be a big recruitment drive and we will have plenty of staff on shifts to take the work load off of a lot of staff members, I was told many things upon starting! It sounded perfect, but then after around a month cracks started to show and staff members wasn't shy on expressing their opinions…
Here are the problems;
1 - Pay: When joining I received my contract, it STATES my wage is £9.29 but risen to £9.67, also on the contract is states my basic weekly hours are 37.5hours, it then goes onto say about overtime… '12.3: Overtime will be calculated over either a 4 or 5 week pay reference period in accordance with pay periods published annually in advance by the company. Overtime payments will be processed in the subsequent month and any entitlement to additional over time pay is subject to you having worked additional hours above those which were scheduled within the roster cycle and over the normal average weekly hours as specified in clause 10.1 above.' 12.4: Overtime will be paid at you basic hourly rate where the average weekly hours are equal to or less than the agreed designated full time hours at your place of work during any pay reference period. Thereafter additional hours worked above an average the designated full time hours per week during any particular pay reference period, will be paid at basic hourly rate plus one quarter.' Now this is what my contract states.. I work over 37.5 hours a week, I work 4 on 4 off 12 hour shifts weekly, sometimes I do more. Now on my payslip I have been paid either £10.97 or £9.67 for my overtime, as my contract states it should be time and a quarter which would make my overtime rate £12.08. I have tried to claim this as back pay but the company refuse to pay this, the reason why? This is the response from the admin team to my complaint regarding the Overtime, ‘ Hi Jill, yes you are correct that is what your j14 contract says but that is not the contact you should have been issued and payroll are paying according to the aircraft services contract you should have received. Im waiting the hear from HR regarding how we move forward and we will be issuing the correct contracts very soon.' So this is the response I got, now when was I going to be told they placed me on the wrong contract? Not just me either, I have been fighting for my back pay for a while now and they have only just told me this. I have been trying to claim back my DBS money since I started, and still have not received. I have missing overtime every month and its just not fair anymore.
Now I am taking this further because this is not a mistake of mine, I have signed a legally binding contract and that is what ill be using as my evidence, along with all my emails with different excuses on them.
2 - Staff: Since I have been here, there has always been favouritism and it has been obvious from the get go. Because of this, the staffing situation is a mess! Day team have plenty of people throughout, most of these people are made up of the favourites.. Then we have the night team, what a joke… It was clear from the start that the night team did not have enough staff and were over worked and always underpaid for it. But because of their hours of work they never have a chance to raise the issue to any management due the their shift pattern. Every night shift I have ever done I have always been short on staff by atleast 4/5 people, obviously im going to help my team out first and then do my paper work after, which usually means me getting out late every shift and no thanks for it. Within these night shifts, staff are expected to complete deep cleans and intermediates, they barely have enough time to do the task in hand, they definitely do not have the time to do any extra work! Im not surprised so many staff members have been singed off sick, because this job makes you ill, your over worked, understaffed, underpaid, underappreciated and you are just a number, never any thanks!

Although I haven't been in the company for very long, I have seen enough and I cant do the job anymore. Its extremely stressful, I have been a supervisor for different companies in the past and its nothing like this. I came form a well paid job to come here to try and help improve the company, but no body wants to listen to you, but when they do listen to you nothing is ever taken on board, so why ask for our advice which could quite clearly help the company out? The management is a joke, only me and the other supervisor seem to do any work. So therefor, I have handed in my resignation and will be finishing a week today (13-07-2019).
I am emailing you because I wanted you to know what's going on behind the scenes, and when I say there is more that is going on then please believe me and I would be more than happy to talk about this with you.
Also, I wanted to know what you intend to do regarding my back pay for my overtime, because if it not paid I will be taking this to court as its breaking a legally binding contract, also due to the stress this has caused me I will be going for that too…
I hope to hear a response from you, if not I will begin proceeds on 15/07/2019.
Kindest Regards,
Jill Sanders.

I Flew from Edinburgh to Belfast City on 20/06/19, my baggage never arrived in Belfast. I tried to get in contact with Edinburgh Airport swissport for 5 days, no answer on any of the numbers given. Belfast City Airport swissport also left messages and emails none of which were answered, much like my own. when eventually i had enough of being given different numbers of which i had 6. I actually had to talk a member of staff through how to sort this problem, simply by going to the baggage room to locate my baggage and let me know it was there. The fact that the service was so poor i then decided to fly to Edinburgh myself to pick it up, rather than risk another shambolic display by swissport Edinburgh airport. To that end i was assured i would be able to pick up my bag as i was on an evening flight, however i arrived and the desk was shut. i then had to ask someone who had finished their shift to get someone to help me out. So for 6 Days my baggage had been missing, no answer to calls or emails basically a complete lack of care. For 6 days i was unaware of the whereabouts of my baggage which had my military medals in it and are irreplaceable to me, all i required was someone to pick up the phone or answer and email. When someone eventually did answer and again tried to palm me of with another number, i then had to talk them step by step how to solve such a simple problem. I've never known such disorganization from an international company such as this and a manager that refuses to answer calls and emails be it from my self or other swissport offices. However i will say the swissport at Belfast City were atleast pro active in trying to find out what was going on. I just hope there can be lessons learnt from this and a better system put in place. Flight details are BE687 20th June 2019, Ref Number BHDBE17683. Thank you.

I flew back from Barcelona to Bristol Airport on the date 23rd December 2018 with EasyJet (flight number EZY6030) and I was locked in the baggage carousel room for hours waiting for my luggage to be transported off the plane.

Bristol Airport staff were terrible at communicating and only when I asked what the problem was they replied they had a lack of staff due to holidays requests off work for Christmas. They did very little to speed up the process of us getting our bags back. We had no information and no where to sit as the room wasn't equipped with enough seats. Water bottles were evetually given out but everyone was tired, exhausted and hungry. It wasn't a good way to celebrate Christmas Eve. I waited three hours for my bags to be loaded off the plane. I left Barcelona Airport (after a flight delay of an hour) at 10.30pm and I didn't get home to Bristol until 4am. It was an awful experience.

By this time the Barcelona flight got our luggage, it was past two am and my mum had been waiting for me down a dark street near the airport for three hours, in her cold car, as the car park for the airport was too expensive to wait in. She initially was charged £8 for a parking space but had to leave when she realised it would be hours before I would get out of the airport.

One airport worker was kind enough to lend me her radio so I could call my mum to let her know what was happening as there was no signal in the confined space.

There was even several articles written in local newspapers about the appalling treatment to the passengers. https://www.bristolpost.co.uk/news/bristol-news/bristol-airport-arrivals-delays-baggage-2360318

I would like a reply from you with regards to how you are going to compensate me for this terrible experience I endured. I have been living abroad and so only now have I been able to speak to Bristol Airport and find out it is Swissport I need to contact. I believe a desirable resolution would be financial compensation for the time lost waiting, both for myself and my mum.

Thank you for your help on this matter.
My email address is: [protected]@icloud.com

Regards,
Kathryn Margaret Julia Wilson

Hi,
I was due to board a fly from paphos airport to newcastle on 12/6/19 at 19.35 gmt. Flight number tom1365. While passengers were being seated on the plane, a swissport worker drove the entry steps into the plane wing. We sat on the plane for 2 hours while engineers were trying to repair the wing. We were then told we would not be flying and had to stay at a hotel and fly the next day. Myself, husband and two children aged 10 and 5 arrived at the hotel at 3am (cypriot time). We then had a meeting with a tui rep who told us that the plane was beyond repair and we would not be flying home on the 12/6/19 but instead we would be taken to larnaca airport which is 2 hours away from paphos airport where we were meant to by flying from and we would need to board a flight to manchester (baring in mind we live and were supposed to be flying to newcastle) and we would then be taken to newcastle. Then when the time came to depart the hotel to larnaca airport we were then informed that we would be flying to gatwick and then onto newcastle. We did not end up boarding a plane until 00.10 gmt 14/6/19. As you can imagine this caused a lot of stress and upset with our family but there was also passengers that have health issues and require medication. The incident the swissport worker caused resulted in a 30 hour delay and also a 7 hour journey on coach and plane home. I hope you take time to consider this complaint and take appropriate action.

While I was flying to uk from athens I got denied boarding in such a racism way
By swissport employee who was using his position to talk about how I am muslim and have greek citizin ship!
I lost my flight and others flight were based on this one
Spoke to handling manger and he said yes this greece?
Ineed some one responsible for that to call as I will not stop
My mail
[protected]@gmail.com

I was verbally abused by a member of staff at glasgow airport tonight. I was travelling with my daughter (age 8) we were not allowed to board our flight and I was attacked and bullied in front of my child and others. I need to discuss this as urgent and need a call on my mobile [protected]. I spoke with police and senior staff at glasgow but we have both been left utterly traumatised by the event. I am requesting cctv footage of the incident
I have many photos but do not wish to share until I have siscussed the incident

I provide the following information in relation to our claim for lost items from my wife's suitcase on flight ei3323 from manchester airport to dublin on saturday may 18th. Note my wife and I were travelling together. Our full names are:
Colin douglas emmott
Theresa lynn emmott

The baggage tag number was ei044392.

I regards to the lost items they are as follows:
1. Khatmandu packing cell tube, containing:
A. 5 pairs of socks
B. 2 bras
C. 3 string/ singlet tops
D. 4 pairs of underwear
2. Left sandler leather ankle boot, tan in colour
3. One hot pink mimco purse, containing jewellery as follows:
A. One gold engraved bracelet, with kate, matt, paige and rach engraved on it
B. One freshwater pearl and stone necklace and matching bracelet, in the colours of purple, blue and cream.
C. One pair of earrings.
All items are less than 12 months old.

We will be staying at clontarf castle in dublin on the nights of 23rd and 24th of may and then departing the following day for spain, france and italy not returning to our home address at 114 wandi drive wandi western australia, until 17th june.

Our contact numbers are:
Colin emmott [protected]
Theresa emmott [protected]

04-05-2019 return flight nairobi - bucharest trough london. Me and my family were unable to take the flight because of unknowing of the immigration rules and documentation. My wife is kenyan with romanian resident certificate. All the documents were correct.
I'm claiming refund for my lost flight and the consecutive new booking.
Previous booking - w8hdf3 - murjal

I've had a really horrible experience with one/two of the airport staff members, a supervisor at gate 25 and her colleague. They were operating the gate around 3pm on sunday the 28th of april. I flew into edinburgh on the 26th of april with one small suitcase as hand luggage. I had no problems travelling on flybe from heathrow to edinburgh (flight be2102), however when I got to gate 25 (flight be2107) to return to heathrow, I was met by a very rude supervisor who said I had to measure my bag in a metal box which I agreed to. The suitcase fitted in the box, just the wheels stuck out at the top. I explained to her that I had travelled with the suitcase from heathrow and had no problems with the staff on the other end. She said very angrily that I had to pay her 40 pounds or I would not be able to fly with the suitcase. I said that I had already spent allot of money visiting my family and could not afford the extra cost of the luggage, so I would buy bags from the nearby wh smiths store & would leave the suitcase behind. I ran to the store which was opposite the gate and bought bags and ran back to the gate with my packed bags, by which time she was closing the door. Her colleague laughed at me running toward the gate and pointed me out to the supervisor, they obviously thought this was a very humorous situation. I on the other hand had four children waiting for me at home, who I needed to get fed and prepared for school. I went up to her and asked if I could go through, to which she declined, when I asked what she suggested I do, she just smirked and said I don't know, go to the swissport desk and pay for another flight and walked off. I am a south african and I honestly feel that she was prejudice/racist toward me. When I was standing at the gate there were four men who were also having issues with getting their luggage through. One man of african decent and the other two were american. She allowed a british couple through with a large bag past me, cctv footage will prove this. I began crying and called my husband to tell him what had just happened and that I would not be coming home at the time he expected. I went down to the swissport desk and explained what had happened, with their assistance, shaking & in tears, I managed to get onto 5h35, flybe flight (be2111), this time at gate 10. I got onto the flight with the exact same suitcase with no problems from staff? Please see photograph attached of my suitcase on board the aeroplane overhead locker, on my 5h35 flybe (flight be 2111).

I have never been made to feel so embarrassed and humiliated by two woman like that in my life. They felt absolutely no sympathy toward me, weren't even interested in discussing the reason why I was able to fly into edinburgh with my suitcase but not out of edinburgh with my suitcase. Like I said only the wheels stuck out of the measuring box, its not like my suitcase wasn't even remotely the right size, we are talking millimetres but she was intent on making me feel humiliated and I feel she wanted to cause me allot of distress by making sure that I would not get onto the my flight. I am devastated by the experience which would have ended very badly for me and my children, had the swissport staff not assisted me in getting home to my family the same night.

The fact that I flew out of another gate, in the same airport on the same airline, with the same suitcase is mind boggling. Was all the abuse and stress really necessary from one or two individuals?

Hi, I have just landed home in ireland after a trip to birmingham where myself and my wife have had a horrible experience with a member of your staff. Myself and my wife forgot to check in our carry on luggage and this was the start of the nightmare for us.in regarding the luggage problem I have contacted ryanair and I will speak to a representative on that issue. I am contacting you due to the horrible experience I mentioned above. Your staff member approached us and asked us to step out of the que leading us to the desk and the front of the already queuing people. She continued to belittle and embarrass myself and my wife as she stood and spoke aggressively towards us and walked away from us leaving us standing there as she boarded the plane allowing almost 300 passangers who observed the issue and making us feel even more embaraced as they looked on. She refused to take payment from us during this and said she would refuse to let us board the plane also. Some of the passangers even commented how rude and disrespectful she was. I advised her that I was going to contact you about her and askdd for her name and she refused. The flight was the 3 o clock birmingham the dublin departing from gate 1. Unfortunately the only description I can give would be that she has blonde/brown hair, is small and heavy set with a less then presentable uniform. I also asked is this how she was trained in customer service and she said she didn't need it does the company need to have customer service. I would like a representative from swiss port to contact me on the issue and if not I will be looking at other ways to deal with the issue. My email address is [protected]@gmail.com

Regards
Sean fitzgerald

Good morning,

I am writing to you as I want to put in a complaint in for a lasy that works for your company. On the 24th of march, me, my brother and my partner were suppose to fly out to slovakia, bratislava which didn't happen. This is because online check-in wouldn't work for is due to the adult ticket was on mt brother who is a teen and the teen ticket was on my partner. I have tried contacting ryanair but unfortunately it was out of hours so I have called the leeds/bradford airport myself to get advice. They have said to keep try calling and come early as they can sort out the tickets for me (the company that is). Unfortunately that never happened because I got there half an hour early and the swissport window opened at 4am. I had 5 minutes before the check-in time expired and then I would have to pay fees. I have quickly and in detail explained to the lady at swissport (where I have been sent to get it sorted) what has happened and she rudely turned away from me and repeatedly said ‘I can't do anything about it' and started ignoring me and answer me arrogantly when I tried to get to the bottom of it. I wouldn't have it so I went to the airport reception and see if I could get help from someone but they sent me back to her. Meaning, I have tried to get get the lady to have a look at the flight ticket problem and she said it shouldn't affect my check-in to the lady at the reception but it still did not allow me to check-in as I have proof of that. So, as I said, going back to the lady at swissport, I asked her again if she can check and help me out and this time her answer was ‘even if I do it now, you have to pay fees'. So, she could have helped me but refused until I had to pay fees to check-in? That upset me so much because my granddad is not doing well at all, which is why we were going to see him. I haven't had a chance to go for a year due to personal problems as well as work and because of this unhelpful lady, we were unable to go! I have looked into what the problem could be and many people said they came to the airport and the company changed the tickets back to as they should be, so why couldn't it have been done for me too? I am very disappointed and hurt by how nasty, unhelpful, rude and arrogant that lady was and I would like to get this sorted already. I couldn't have contacted tou earlier unfortunately due to, again, some personal problems.
I hope to get the appropriate help from you and to hear from you soon.

Thank you.
Kind regards
Henrieta.

To whom it may concern

On saturday morning I found myself in very unpleasant situation where one of your workers also was involved.

Me and my husband were flying to new york over belgrade and we made esta visa which was approved.
However my visa was approved even I wrote half of the passport number which was my mistake.
I admit my mistake that I didn't control well my esta formural but your worker during the check-in didn't mention anything about it.
In belgrade we had connecting flight, and normally when we fly like that we get boarding passes for both destinations (in this case belgrade and new york).
However, she checked our luggage until new york and she gave us boarding passes only to belgrade. Even though she asked our esta formular and the address in us which she wrote down, she didn't mention that something is wrong and that my visa is not matching my passport.
Of course, when we arrived to belgrade we couldn't get boarding passes and we couldn't take the flight.
We didn't take flight that day, we needed to stay in belgrade for one night and then buy tickets by ourselves which costed additional 1000 chf. My husbands visa was ok but of course he didn't want to travel without me so both tickets were lost, one night in a hotel in new york and our time.
This was 4th time that I made esta, however only this time with mistake. Every time when I made esta, I got answer in 15-20 minutes. Same happened to my husband. Approval comes very fast.
If the lady on the check in counter said something about our problem, we could still do something, apply for new esta and use it for our trip. That was possible to do!
I am not saying that confirmation would come really so fast this time as well, but we could at least try if we knew it!
I made again new esta in belgrade - and I got answer very quickly an I used it for the next day flight. Esta is not connected with flight number, departure or stay length in united states.

It seems that your employer didn't want to take responsibility for this even she saw something is wrong when system didn't allow her to do the check-in and give us both boarding passes. She probably just didn't want to deal with it and she swicht the case to belgrade airport staff.

I am kindly asking you to cover my cost of 1000 chf because it is my right to know when something is wrong with my travel visa, passport, booking or flight status. And your responsibility and job is to give me this information.
I didn't get any information, solution or help which is unacceptable.

I am waiting for your answer as soon as possible.

Here are all booking informations and my full name.

If you need any more informations - just let me know.

Kind regards

Vanja monteiro de paiva

Email:
[protected]@gmail.com

Good morning,

I am writing in regards to the extremely unprofessional service I have received whilst checking in to board my flight to dublin (fr535).

The colleague, named antionello was not only rude to both myself and my partner, but extremely intimidating.

As a frequent ryanair passenger, I do not accept this level of service.

Regards
Sarah

On 13th october 2018 a ryan air flight from chania to leeds bradford was redirected to john lennon airport in liverpool. The reference from ryan air was n3yw3a.

After a botched landing attempt at leeds bradford, we were informed on flight that we would be landing at liverpool john lennon airport and that our transport would be managed by swissport.

Once we had landed, my mother went to see the advisor at the swissport desk to ask about our onward transport (in the baggage collection area). She was told that the advisor knew nothing about it and there was nothing she could do to help.

The staff at liverpool john lennon airport told the passengers to wait at the other side of baggage reclaim and not collect their baggage, it would be brought through between flights. We waited almost four hours. Not once announcement was made to inform the passengers about what was happening, about our baggage or onward transport.

I went to see the advisor at the swissport desks after we had gone through baggage reclaim and no one was telling us what was happening (this was at the other side of baggage reclaim). The advisor gave a sheet about compensation, which was totally useless. We were then told that we did have transport (the people that had gone up to the desk to try and find some answers) - that it was going to be there for 20.00. But by this time I had already booked and paid for the taxi.

The pre-booked a taxi cost £150 back to leeds. The driver waited for 2.5 hours for us, whilst we were held hostage at the airport, due to swissport and ryan airs lack of communication and general appalling service at liverpool john lennon airport.

Before I booked the taxi, I attempted to call swissport, the number listed on their site took me through to a mailbox, which I was told was full.

I would like a full refund for the cost of the taxi, as it would have not been booked if swissport had been able to provide the right information or worked with the airport or ryan air to provide some level of service for the poor stranded passengers.

I can provide a copy of the receipt if required

Yours faithfully,

Elspeth broadbank

Re; baggage reclaim at stansted airport following loganair flight no. Lm0625

I wish to make a formal complaint.
On the evening of sunday 22nd july I arrived at the airport on a loganair flight from dundee. It landed at around 6.30pm and I was in the baggage reclaim area by about 6.45pm.
Despite the plane only carrying 33 passengers, the baggage didn't turn up until 8.15pm!
This was extremely frustrating to say the least. The frustration of all the passengers was compounded by the fact that there was no communication from any airport staff to let us know what was going on or why we were having to put up with such a long delay. Being a sunday evening, most passengers, me included, were anxious to carry on with our journey home in order to prepare for work the next morning.

A delay of this magnitude is totally unacceptable. Having spoken to other passengers that use stansted and to airport staff, it is clear that this far from a one off event.in fact it is well known that the quality of the baggage handling at this airport is consistently atrocious but nobody seems to do anything about it.

I understand that the baggage handling for loganair and many other carriers who use this airport is sub contracted to swissport. Needless to say, nobody from swissport was available to discuss this matter when I tried to speak to them at the airport.
I'm sure you are well rewarded for providing this "service," even though the level of service is pathetic.
Surely there are penalties if you don't achieve minimum service levels. Does anyone even monitor the quality of the service you provide?
All in all, it's a very shoddy state of affairs and I will do everything I can to avoid using stansted airport in future. I'm sure many other potential passengers feel the same way.
I expect a reasoned response to this letter and have already written to loganair urging them to terminate their contract with you at the earliest opportunity. I also expect to receive compensation for the delay suffered and the stress this caused.
Signed
G s hodges.

On August 4th we arrived at the Dublin airport at Approximately 9:30am for our Air Canada flight#aco843we were told by Air Canada that although our confirmed flight reservations were visible our names were not and we needed to go to the Swissport desk to get it resolved. When we got to the Swissport desk their were 4 to 5 swissport employees at the desk talking, joking with each other as well as Air Canada employees. One employee (Alex or Alec) was helping one family in front of us. After waiting for about 30 minutes, I approached the desk and asked if someone could help us as we had a flight to catch. Alex was very abrupt and said " the problem is not my problem it is your problem. Your travel agent canceled your flight. You have to resolve it with your travel agent". He did not ask my name or look at my documents so, if he knew why I was standing there and that was the answer, why did he not tell me this sooner? We called our agent and she said it was impossible for her to cancel our return flight and it appeared to be an airline issue. We got back in line at Swissport and when it was finally our turn Alex walked into the back room without acknowledging that I was there. After a few moments I asked the other Swissport employees ( who still had not helped a single customer) if he was coming back. They giggled and shrugged their shoulders. Finally one said "he went to the toilet". Although I could see Alex leaning against a counter in the back. After several minutes he came back. He just looked at me and I began to tell him that it was an airline issue. He picked up the phone had his head very low and covered his eyes with his hand. I honestly did not know if he was helping me or calling his boyfriend . After several long minutes, without looking up he waved his hand at me in a shewing motion as if he was telling me to leave. I wasn't sure what he meant by that so I stayed there he then looked at me in an aggravated way did the Shewing gesture again and pointed behind me. I said "I don't understand what you want me to do" he said "go to ticketing." I went back to Air Canada desk and when I told them how rude he was the girl said "it must be Alex" and several of the girls began talking about how rude Alex is. I was told that Alex was told that all he needed to do was add our names back on the bookings and that he never should have said it was a "travel agent" issue. They felt he said that "just to be a jerk" they said he does things like that. Anyhow, we were told everything was taken care of and went continued our travels. What we didn't know is that our connection flight from Toronto to Atlanta had been changed from 6:35am to 8:50pm. This caused us great distress. We ended up in the airport for over 17 hours. We are told by Air Canada that Swissport should have told us of this change. We are also told that Alex added a note on our file claiming our "travel agent" canceled the flights. This also caused Air Canada to believe this was our fault resulting in them being very unaccomidating through this entire situation . This problem was because Air Canada transferred us to a Delta flight on our very first flight and as a result their computer marked us as a "no show" and our return flights were canceled by the computer. We have found Swissport as well as Air Canada to be very unprofessional in their customer service procedures.