I am very dissatisfied with how my complaint has been addressed. My luggage was damaged during my trip from one city to another. I reported this issue to the support team right away, but over a month has passed without any response. My follow-up emails have gone unanswered. After allowing the company ample time to resolve the situation, I consulted my legal advisor, who confirmed that a reasonable timeframe had been given. Following their advice, I submitted a Subject Access Request (SAR) 12 days ago — still no reply, which is necessary before escalating to the Ombudsman. I also tried to resolve this by contacting customer services, but I was simply brushed off without any real assistance or clarity. The absence of communication, accountability, and basic customer service is unacceptable. I would strongly recommend others to reconsider, as obtaining any kind of resolution when issues arise seems extremely challenging.
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