On December 13th, I took a flight from Madrid to Cancún. I checked my luggage properly, paid the extra baggage fee, and followed all the required procedures. However, upon arriving in Cancún, I was shocked to find that my suitcase was NEVER checked in from Madrid. It simply didn’t make it onto the flight. Now, it has been 13 days. THIRTEEN DAYS without my luggage, without essentials, and facing unexpected expenses that I won’t be reimbursed for. My vacation has been completely spoiled. That suitcase held Christmas gifts for my family and personal items of great sentimental value that cannot be replaced. I wasn’t alone in this. At the Cancún airport, I encountered 5 other passengers facing the SAME issue. This was not an “isolated incident.” It was a clear case of negligence. Their response? NOTHING. The customer service over the phone is absolutely TERRIBLE. They simply instruct you to “send an email” and wait. We followed all their procedures to locate the luggage. Days later, they claimed they “sent the suitcase to Cancún 9 days ago.” But where is it? I HAVE NO IDEA. No one confirms anything, no one provides clarity, and no one takes accountability. I have requested THREE SEPARATE TIMES the information needed to file my formal claim and to cover the expenses I’ve incurred. The response? ABSOLUTE SILENCE. They disregard my messages as if they don’t exist. In a few days, I must return to Spain. I will have spent ALL my vacation without the luggage I PAID FOR, without the gifts for my family, and without my personal belongings. AVOID THIS AIRLINE. This service is a poor choice. Their customer support is virtually non-existent, they refuse to take responsibility for their errors, and they completely abandon you when issues arise. They have ruined my vacation and lack the decency to address the situation. I will continue to share this experience on every platform possible until I get my luggage back and receive the answers I deserve. By the way, I can predict that they will respond to this post asking for my booking number and other details THAT THEY ALREADY HAVE. A generic response from a generic budget airline.
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