Siv Gunnarsen and his family had to holiday in Italy without luggage for three weeks, after their three parcels were accidentally sent back to Norway. Now one of the suitcases has disappeared without a trace.
Less than 30 minutes ago
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It has been over three weeks since Siv Gunnarsen and his family landed in Rome, ready for a 22-day holiday with elements of both beach life and mountain trips.
When they did not receive their luggage, Gunnarsen was not significantly worried. She expected it to turn up and spent five hours at the airport to report it missing.
It took so long that the family lost the transport they had ordered.
The luggage appeared after four days at the airport in Rome, and the family were told that it should be sent to them.
A few days later, for unknown reasons, the luggage was sent back to Oslo, instead of to the family in Rome.
– I have sent 25 e-mails to Flyr and called even more times. On the fifth day, it is their responsibility, says Gunnarsen.
– They keep promising that they will fix it, but they never do. They neither email nor call me back.
–Couldn’t send the luggage home
As planned, Gunnarsen’s son went home from Italy before the rest of the family. From there he was going on to a training session in Germany with his cross-country team, and needed several of the things in his luggage.
Gunnarsen was in contact with the Flyr og handling company to have the luggage sent from Gardermoen and home to their address in Oslo.
Although an agreement was in order, the son never got the luggage sent home.
She calls for Flyr to contribute. According to her, they have been very unresponsive and have not offered any help whatsoever.
– It is a great pity that this has happened, because I had a very good impression of Flyr to begin with. But now we probably won’t fly with them again, she says.
Flying sorry
In an e-mail to VG, Flyr’s communications director Anita Svanes writes the following about Siv Gunnarsen’s case:
– Despite the fact that we received confirmation from the handling agent there that the luggage was to be taken out to the guest in Rome, it was nevertheless sent to Oslo by mistake and is located at OSL.
– What responsibility does Flyr have for this happening?
– We do everything we can to help our guests and have dedicated people at the customer center who try to track down delayed luggage. But we depend on the staff at the airport to have the capacity to register and send information about the status of luggage, says Svanes.
She confirms that they take over luggage after day five and refers to their websites for more information. She also apologizes for the lack of communication that Gunnarsen pointed out, and says it has been a demanding situation at many airports with delayed luggage.
–The family returned to Norway on Thursday last week, and have now been handed two of three suitcases from Gardermoen. The last one has so far disappeared without a trace.
Svanes is aware that one of the family’s parcels has not been delivered to them, but does not want to go into further detail about Gunnarsen’s case to VG.
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