Rachel Millard’s suitcase did not arrive in Milan and when she landed back at Manchester Airport, she was told staff still couldn’t locate it, nine days after first checking it in
Image: Rachel Millard)
A Ryanair passenger who went without vital medication after her suitcase was “lost” for nine days claims the airline is now “ghosting” her.
Accountant Rachel Millard, 30, went on her first foreign trip with boyfriend, Joe Cubbin, to Italy last Saturday, and when they touched down in Milan only his bag had arrived.
She was forced to go five days without her bag which contained most of her belongings, including vital medication, Manchester Evening News reported.
After landing back at Manchester Airport, she was told staff still couldn’t locate it, nine days after first checking it in.
Rachel told the Manchester Evening News: “It was just horrible.
“My first trip away with my boyfriend and I had virtually nothing with me.
“I did tell them about my medication but I had no idea about how I might go about getting a prescription over there so just had to go without.
“I also had no underwear, toiletries, make-up gym stuff.”
The couple had checked in their bags and boarded their flight from Manchester to Milan at 6:35am last Saturday.
However, the gray colored IT branded case, which had important medication Rachel takes for her blood pressure inside, never arrived despite her trying to ring the airline every day.
Joe’s case arrived on the carousel but hers didn’t, so she then reported her case missing to staff in Milan who said they believed it was still in Manchester.
They took her hotel details in the hope of having it forwarded to her.
She said: “I had a few clothes in my hand luggage but had to buy some more.
“Especially as a waiter spilled Aperol Spritz on my only spare pair of trousers!
“It meant I just couldn’t enjoy it as much as I should have been.”
However, on the fourth day of the trip, Tuesday, April 5, Rachel saw what she believes is her case in a picture showing left luggage across the baggage hall.
The image had been taken by a passenger the day before and shared with the MEN
Rachel said: “I couldn’t believe it, I ran straight over to Joe and said ‘that’s my bag.’
“It’s 100% mine. I zoomed in on the label and even has an ‘MXP’ tag on it, which is for the Milan airport on it.
“I did think it hasn’t been abandoned it never made it onto my flight.
“So I was a bit confused at how it ended up there as it looked like it was in baggage reclaim.
“But I was kind of relieved in a way as at first I had no idea where it was, it could have been anywhere.
“At least then I knew it was in Manchester and we were flying home the next day so I thought I could just grab it then.”
After landing back in Manchester on Wednesday, April 6, on an EasyJet flight, staff at the Ryanair help desk said they were unable to hand over her bag.
She was given a number to call and left the airport empty-handed.
Rachel said: “They just said there was no staff and they couldn’t help at the minute. All the worry just came back then.
“It was really annoying. I just thought this is ridiculous they say they can’t find it but I know it’s here and I’ve even shown them a picture.”
On Thursday, April 7, they day after the couple came home, Rachel messaged the mobile number she was given sharing a link to the article and the picture and received a reply saying: “I have passed the information to the team searching the bag hall .
“Once they notify me that it has been located I will contact you signed Swissport Baggage Reclaim.”
Swissport is a firm which provides baggage handling services for a number of airlines flying out of Manchester including Ryanair.
Rachel has had no reply from the number despite sending multiple messages where she asked every hour if they had an update.
After Ryanair’s social media accounts told her they couldn’t help and the app still says “searching”, she believes she’s being ignored.
She said: “They are just ghosting me really, that’s how I’m describing it.
“Obviously, baggage issues do happen but for it to be nine days and they just ignore me and tell me they can’t help isn’t good enough really.
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“Especially seen as I’ve told them where it is or where I think it is.
“There are no guarantees it is still there now. And I don’t even know how to go about rebuilding my stuff.
“I don’t know if I need to replace the stuff now because I’m still without it and don’t know how long it’s going to be until I get my bag back”
Ryanair have been approached for comment.
Swissport said: “We are sorry to hear of the experience Ms Millard has had with her baggage.
“We are investigating the issue as a priority and working with our airline partner to ensure the item is returned as soon as possible.”