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Recent reviews

Guy Granovsky

Guy Granovsky

Rated 1 out of 5 stars

Our baggage did not arrive in Lamezia Terme on August 30 after our Edelweiss flight from Zurich. The bag was located shortly afterward, so this is not a case of an airline still searching for missing baggage. According to the baggage tracking system, it has been assigned to a courier for delivery since September 3. Today is September 5 and we still do not have it. For days I have been calling Edelweiss, Lamezia Airport Lost & Found, and the courier trying to find out where the bag is and when it will be delivered. The courier is unreachable and getting through to Lost & Found has been extremely difficult. What has been most disappointing is Edelweiss's response. I have called repeatedly, explained that the contacts they provide are unreachable, and asked several times for the matter to be escalated to a supervisor. Edelweiss has refused to escalate the case and continues sending me back to the same phone numbers that I have already told them I cannot reach. We are traveling with two young children and have now spent six days of our family vacation without our belongings. We have had to purchase essential items because of the delay. Baggage delays can happen. What I find unacceptable is that the bag was located, assigned for delivery, and then left undelivered for days, while nobody at Edelweiss appears willing or able to take ownership of the problem. I have now submitted a formal written complaint as well as a reimbursement claim. I will update this review when the baggage is finally delivered and based on how Edelweiss responds.