1stflight Avaliações 293

Gemma at Primary Tracing was excellent.
Reassuring and efficient. A very worrying situation was resolved and I am very grateful to her and the team who reunited me with my bag.
Thank you 🙏

I would like to thank Mike for his incredible help in handling my suitcase after such a long time and organizing it to be returned to the right airline and back home!

Hi there!!
I would like to thank you Mike for his excellent customer service and help.I lost my luggage on 26th of December traveling to Greece as something went wrong at my luggage check in.Even though it was a difficult case as I had no receipt nothing and my luggage was not registered so it was not easy to find it. I was way to lucky as the luggage was found in Egypt and returned back to England.Mike was the person who was dealing with the case and he managed to find all my information and make sure the luggage belongs to me.He arranged the delivery of my bag in Greece and nothing was missed.I know I am lucky but I can't thanks 1stflight and Mike for their assistance.

Thank you
Anna Grigorian

Lost my house and workkeys on the plane. 3 days later I got a mail they found it. Within 2 weeks they sent it back to me. Great service. Just put a lost order on the website , and they will help you in a good way.

Left my iPad on a plane coming back from eygpt. Response time was around 6 weeks so I’d given up hope of getting it back - as soon as it was located I was contacted and in constant communication with Grace and it was returned to me within 2 working days :)

So helpful and answered all my questions. Best of all, we got out bags back!

Whilst it took a while to find the right people to contact, ongoing interaction was very good. They check as thoroughly as they can to ensure they have found the right lost item then return it pretty quickly.

Mike contacted me via WhatsApp and sent me pictures of the luggage that he found. Both was a great help for us.
He gave me instructions what to do that I will get delivered the bag in a secure way and everything worked out perfectly.
Thank you, Mike!!!

My son left my laptop on an easy jet plane on Sun 8th Dec and it's been with 1st flight ever since, However, no-one answers the phone or replies to emails or answers the live chat - i've been trying every day since Mon 9th Dec, reg FF/435703/24 your ref FF/436017/24. Please can someone contatct me?

Terrible service - the telephone contact number has been replaced with an online chat that is supposedly open from 9 AM-1 PM but has nobody operating it.

This company is responsible for handling important lost property, such as my passport, but has little regard for their customers.

I hope the airlines using this company will take back this vital responsibility.

Absolutely disgraceful customer service! Left my son’s iPad on the aircraft as our flight was diverted from Birmingham to Luton airport unexpectedly last minute.
During the rush of getting off the plane my son’s iPad was left. We couldn’t go back to get it as easy jet had limited coaches waiting to transfer people back to Birmingham airport, rang up Luton airport next day where they told me the iPad was given to easyJet headquarters lost property (first flight forwarders) and was told they would be in touch within 2-3 days to arrange having it returned to me asap for the inconvenience.
Nearly 4 weeks later after going back and forth with this company I’ve finally managed to get the iPad sent to me but at a cost of £30! Was allowed to collect item but also for a £10 fee. They don’t reply to their emails, have a phone line that you cannot call. And my iPad was constantly online as I could see from the find my iPhone app. £30 for postage with DPD but it is not guaranteed or insured so the item could possibly arrive broken, damaged or not even at all!!
You can get cheaper insured delivery with Royal Mail. Absolute sham of a company. If you have lost property with company, don’t expect them to be of any help to you!!

I left my phone and credit cards on a flight. 1st Flight had it in their offices within 24 hours and contacted me. Grace their service assistent was so helpful online, I didnt have any way to contact them except by the live chat or to pay to have my phone delivered. Grace was understanding and arranged for my phone to be taken to their offices close to Gatwick airport intime for me to fly home. I hope you never have to use their services, but if you do Grace was understanding, realised my predicament and solved my problem, Thank you again Grace

My luggage was declared irretrievably lost 3 months ago and I spent a stupidly long time mourning mine and my daughter's lost holiday clothes (first world problems) but finally picked myself up and got on with my life. However, I have been quietly dreading my husband booking our next sunny holiday, as I would need to go shopping, and I loathe clothes shopping!

So, all hail to Mike from First Flight who called me this week to tell me he had put his detective hat on to try and find the owner of a large case that he'd had for a while but contained no obvious contact information, and had somehow managed to match it to me! What a hero!

I am so grateful for his efforts. Quite apart from ruining our holiday, it is surprising stressful and upsetting to lose luggage, not to mention the huge inconvenience as you try to replace everything.

Put your name and address in your luggage, people!!!!

Reference EJ185998.
My baggage got damaged by the baggage handlers at my return flight from Tenerife to Gatwick.

Their customer services is a joke and is virtually non-existent.

It has been 3 to weeks nearing to 4 weeks since the end of my holiday and am yet to receive my replacement case, as the first replacement was smaller than my original damaged one and took over a week to arrive. The smaller case has been returned and have been promised a replacement case and I have yet to receive it?

This company are full of excuses and I have to keep chasing up what is rightly promised to me, yet the service is slow and virtually non-existent.

Travelled home on BA from Tenerife and my suitcase was de-tagged and never made the flight. 10 Days when I feel I won't see it again, I get a call from Mike at TUI/First Flight and he had my bag!! Mike was great, reassuring that the bag and contents were all fine and then arranged for the bag to be back with me the next day. Can't thank you enough, amazing service and I am very grateful
Made my day, thank you Mike 😊

On July 31, I left for home to Ukraine via the Amsterdam-Chisinau flight. My luggage was lost before I even got to the plane - the disappointment and tears were immeasurable. The hope that i would be able to get my luggage back was gradually fading - empty answers from FlyOne and basic words about the suitcase being found soon were not consoling.
Many of the valuables that were in the suitcase were not as important as some papers in my laptop and my cosmetic bag. The fear that someone would gain access to my information was very debilitating, so I decided to forget about the long-lost things and try to protect all the lost information remotely. But, as it turned out, everything was not so hopeless.
Mike contacted me in 29th of October - first through his work number and later through his personal number.
My suitcase was found in London - in 15th of August Amsterdam airport sent it to EasyJet to find the owner - the luggage tag was missing and it was difficult to find the owner.
My documents turned out to be my salvation - my phone number and email address in the papers in my cosmetic bag helped find me. Mike, on his own responsibility, decided to open the suitcase and find information about the owner, which he did successfully.
Mike sent me a photo report, arranged everything for my luggage to be returned to me and was in touch until the last second. I notified about the receipt of the luggage today (1th of November) and we were both happy about this news.
I have thanked him many times and I will never stop doing so.
Thank you Mike, you will always be my hero in my heart :)

From Susana🌸

I was on Jet2 Naples to Manchester Flight on 17 October and my case was lost. It was in the hold but Jet2 did not give me a receipt. I logged it with Jet2 and Lost property Manchester Airport. Lindsey from EasyJet found it at Standsted, called me and arranged delivery to my home as my phone number was on the case. THANKYOU. Fantastic service

This company (& easyjet lost property) is an absolute sh!tshow in respect of communicating &/or managing the prompt return of people valuable goods.

I can't even begin to describe in full my experience since leaving my phone on an easyjet flight (it happens) after an entire night without sleep. It has been an endless circle of misinformation, misdirection, ZERO communication & hours upon hours spent chasing ghosts.

Firstly, this company force you to use their live chat at every avenue, yet when you go to the live chat... there is never anyone available to answer, so you only get the option to close it! It's beyond infuriating.. it'll drive you insane.

This company is woefully under staffed & is essentially scamming airlines (and thus, us, the customers). If i ran an airline using these guys for our customers lost belongings, I would be horrified.

No telephone number, impossible to talk to anyone, emails not even read let alone answered and no means of actually reclaiming valuable lost goods. It took over a week for my item to even get listed on the "found items" listing. This is so long that most most people will wipe their phone of all valuable data, pictures, videos and information for security reasons already. So, immediately, this make it a useless service! I mean, i even put my phone into "Lost" mode, which locks it & puts a big customisable message on the homescreen saying "the phone is lost, please call me on 076438.....", and yet they turned the phone off without making any effort to contact the number, despite the fact we could track the phone and see they had it. It's insane!

Since "claiming" the item from the "found items" listing & providing all my personal information, address and contact details, I have not had a single contact from them... not a call, an email, a letter, nothing! To this very day I have absolutely zero idea where my phone is, if they actually have it, when i will get it back, nothing. Not so much as a peep of communication from them. Just holding my possessions. Why easyJet deem it necessary to send peoples items around the country to random destinations in the first place is beyond me... just keep it in the airport it was found for 100 days and have a 24hr lost property desk that allows the owner or a person with written authority to collect it. This would solve all of this nonsense & render this already useless company obsolete as quickly as humanly possible.

As a side note, easyJet website tells you the POLAR opposite of the truth. They tell you to call a number that lists every airline except easyJet. They tell you to go to the airport lost property, but when we went there, we were specifically told in no uncertain terms that "we get this all the time, esyJet do NOT give us their lost property. They are the biggest airline in this airport and they deal with all their own lost property". Even the onsite easyJet staff send you down to the airport lost property too, as well as the easyJet website. It's so backwards. Noone knows what's going on. The easyJet website says it will eventually go to Luton airport. Yet it turns up just days later in Stanstead. Honestly, it's incredulous.

The fact that they have the audacity to charge people £30 after taking their item, refusing to allow people to collect it, hiding it for weeks, not making any effort to contact owners, sending it to a random location in the uk. holding it there for more weeks, not offering any form of actual active communication channels and then force people to have it sent out at a £30 fee is actually quite sickening.

Needless to say, if I could give zero stars... I would.

This company is a joke! They have no way of contacting them as there agents are useless on the chat log and just don't reply! They don't reply to emails or answer machine messages either! So basically they have no way of getting hold of them!

I have been trying for 3 weeks to have a case they sent to me replaced. They have the audacity to send me another broken case to replace my broken one! It's laughable. Not to mention completely the wrong brand of case and wrong size! How they can get it so wrong is disgusting. I will be taking this further as this company is disgusting!

Staff were helpful and most importantly my case was returned in good order with no damage.