1stflight Avaliações 293

I made a damaged luggage through Tui, the suitcase arrived on 1st May 2025. Used it fur the first time 2 weeks ago, the stitching is coming away it says 5 year guarantee, but my problem if trying to contact first flight it is a nightmare as it us manufacturing fault not damaged by airline so can't claim through airline but they don't seem to understand and asking to fill claim form. I am getting g so frustrated by this as feel let down.

We flew back from a TUI cruise on the 18/07/2024
Today 03/09/2024 after 47 days I had to collect my Suitcase from Murcia International Airport.
47 days without my Clothes,I was forced to buy lots of Clothes.
This was TUI ‘s fault,the bonded the luggage on board the Ship,and did NOT arrive at Gatwick,I feel that compensation is in order
Big big Thank you to Mike who helped getting my Suitcase back 👏👏

I lost a wallet on an easyjet flight. I have logged it on their website, tried to go onto chat in their opening hours but there is never anyone available. I tried to find the area on their website to search with my reference number but can't find it anywhere. If anyone has lost anything and tried to use them in 2024 I'm sure they will find their service absolutely terrible. Not sure if they decide to keep what they want.

I had to fly home to the UK urgently after an extremely stressful event. I did self bag drop at Milan airport. I didn't take any tabs off the label.
My case didn't come through at Gatwick. We had no references to find my lost bag
Gemma from Tracing was absolutely amazing in finding my suitcase.
I can never thank her enough.
She was sympathetic and by hook or by crook she found my case.
Thank you so very much Gemma.
You have no idea how extremely grateful I am
Kindest regards
Geraldine

Mike reunited us with our missing luggage. He was very professional & informative & a pleasure to deal with.

Impossible to talk to someone - delayed luggage

I think reviews here are false as it is impossible to talk to anyone. No Gemma or Mike... When you call there is an automatic message saying to go online or send an email for any request. When you send an email you receive an automatic email saying someone will get in touch with you.
Therefore you cannot get in touch with anyone to have more information that what the online tool/bot says. The tools is also not helpful as not giving timelines or locations just high level information that your luggage is being search or found but not about when/where it has been found and when/where you can retrieve it so you can organise yourself accordingly. This is very poor service.

The website says the following :
Baggage tracing

In our call centre, operating 7 days a week, we proactively keep passengers informed of the location of their luggage, taking the stress out of delays. Our experienced tracing team search the network to locate and match items to their owners leaving no airport unsearched.

Which is a lie. there is no 7 days a week call center and they definitely did not take the stress out of delays with 0 communication.

I can understand delay/lost luggage but I cannot understand not being able to talk to someone or having minimum information to plan accordingly.

I was unable to collect my luggage at Gatwick airport after a flight from Porto. I logged a bag report issue through the easyjet website. In addition, the customs form was completed and left at the airport. After a day, I was unsure about the status of this issue so I email 1stflight. Gemma kindly answered my questions. I also received a phone call to confirm delivery. The courier brought my bag home in less than 48 hours after arrival in the UK. I feel grateful for your help and customer service on this matter. Thank you very much.

I’ve had a great customer service experience. Mike was very helpful and friendly. I’m very grad he could help me to get my suitcase back

Terrible experience with 1stFlight. My daughter accidentally left her phone on an EasyJet flight at Gatwick. As soon as she realized, I called her phone, and a member of the EasyJet cabin crew answered. They informed us that the phone would have to go through their lost property service, 1st Flight, to be retrieved. I promptly logged the loss on their portal.
I could see on the Find My Friends app that the phone was still at Gatwick before it was moved to Luton. Trying to contact 1st Flight is a nightmare—there's never anyone available on their online chat, the phone message says they are running a "streamlined service" with no calls returned before 48 hours (if only), and emails go unanswered. Truly shockingly bad service - I really do question if this is a legitimate company.

I am so incredibly grateful to Mike for his devoted help in returning my cabin luggage to me. This was particularly challenging to locate since the bag wasn’t checked-in nor were there any identifying tags. Mike did a thorough investigation and managed to miraculously match my bag with another passenger’s hand luggage. Mike’s investigation skills, knowledge and persistence in guiding us through various options, talking with security, lost property and the terminal manager at Gatwick, working after hours and through Saturday were very impressive and professional. I was truly amazed and touched by his kindness and genuine care for the mission and it paid off. Thank you so much Mike for your generous time and communication in helping us find my bag. We need more people like you; people who genuinely care about what they do to help others.

Mike was so super helpful in returning my luggage when all seemed lost. Thank you!

So far not good, I left my phone on a flight 1 week ago. I can see it has arrived at there office however there has been no update or attempt to contact me. The chat lines are not managed and you cannot phone a person. Not ideal at all!

It has taken email after email and nearly 8 weeks to recover a kindle and reading glasses which my husband left on a flight to Gatwick. Eventually it was confirmed that the items had been located and I was advised to use the chat for next steps… this was stressful in itself as it never appears to be manned. I have just had confirmation today that the items will be sent first class next week so fingers crossed, I will receive them. We realised straight away that the items had been left on board so I’m not sure why it has taken so long to retrieve them. This has been one of the most complicated and long winded process to retrieve left items.

I had the absolute best experience with Mike at First Flight. After a 2-week long vacation in Europe, my family of 10 people had to return to the US without our bags. Losing your luggage when traveling is extremely stressful especially losing them internationally. The BEST thing that happened to us was being connected to Mike. With his help, all 9 of our bags were found and quickly returned to us in America. Mike was extremely professional; he consistently provided updates with pictures of our luggages, made himself readily accessible and the most important part of my experience was he always kept his word. He did whatever he said he would do when he said he would do it. That’s very hard to come by nowadays. Thanks again Mike for the stellar customer service!

My jacket was taken off a flight that I was embarking on by a flight attendant who thought it might belong to a disembarking passenger without making an announcement before the doors were even closed to ask if it belonged to anyone on the departing flight. He said he gave it to 'despatch' and I would have to find it through lost property at Stansted. I gave cabin crew my name, phone number and email address so that I could be contacted about where my jacket had gone. After several calls and emails (none of which were dealt with by a person) to find out where my item might be sent, I was told to register my item on the firstflight eproperty website which I did. I have a reference number but it still does not show on the found list. No customer service, the chat is never available and no one answers emails. Ryanair said they cannot help me even though it was their cabin crew who removed my item from the plane and give it to someone I cannot trace now. Am furious. This is not a service and cabin crew should not be able to be so irresponsible with no accountability to passengers paying to fly with Ryanair.

I left property on a flight - contacted them and they said they had it. I've now spent almost a week trying to get it returned.
They keep replying asking if I'd like it returned and I keep replying saying yes and asking how to pay for this. Then they reply asking if I'd like them to go ahead. Over and over again...

My luggage did not arrive at Bordeaux airport. Reported loss there and filled in relevant online forms with BA. Was not able to talk to a human being and checked status of lost luggage every day but no news. I had to buy essentials as most of my things were in my luggage and almost ruined what was to be my birthday week. I had almost given up any hope of getting luggage back and it had been a week. Then when landed back in Gatwick on the 8th day, and standing at the Lost Baggage counter trying to see if they can help, I got a phone call from Mike to say he had found my luggage. Words could not describe how happy I was.
I was so grateful for everything Mike has done, especially taking note of the items I listed in my luggage and identifying my items. Mike arranged for my luggage to be returned to me the very next day. I will tell people not to give up hope if luggage is lost.

My suitcase was damaged on a TUI flight to Kos. I was directed at the airport to an airport person who wrote my details down on a piece of paper and said I would get an email soon with a link to claim. They said that was all I needed to do and dismissed me back to the TUI rep. The email did not arrive during my holiday and so I had to go online and search how to make a claim when I got back. I submitted a claim but 1st flight said they had no record of my claim from the airport and that I now was one day too late to claim . They said I should have been given documentation at the airport but I was not given any. They did look at my case but then asked for a photo of the damage which I sent. I had taken the photo when I got to my hotel. They have said that they needed a date stamped photo taken at the airport but I do not have that. I have witnesses to the damage when I got off the plane at Kos but I have been told that they can't handle my claim. This does not seem fair as the mistakes were all made at the airport even though I went through the right procedure as directed by my TUI rep. It is not that I am trying to claim anything expensive! I don't know what I can do next!

Gemma made all the difference. Fantastic communication! We found our buggy after a week of searching, and our now waiting on delivery.

My luggage did not arrive at Charles de Gaule Paris on the 11th July.Reported loss there and with Easyjet at Gatwick.After numerous emails and not being able to talk to a human being, and hearing horror stories,I had
giving up any hope off getting luggage back.Then Tuesday 23rd July got phone call from Mike to say he had found my luggage. Words could not describe how happy I was.
As he lived in the same village as me,he dropped it off personally. I was so grateful for everything done .I will tell people not to give up hope if loosing luggage.