Swissport International
reviews and complaints

To whom it may concern,

I am writing to make a formal complaint about an incident that occurred at Thessaloniki International Airport on March 11th, 2023. My partner and I were travelling from Thessaloniki International Airport to London Luton Airport on Wizz Air Flight W94464, which was scheduled to depart at 21:30. We experienced discriminatory and racist treatment by a Swissport employee named Al Vasileiou.

At the gate, Ms Vasileiou singled us out from all the other passengers and snatched our passports from our hands without any explanation. Despite having gone through security and two passport checks prior to reaching the gate, Ms Vasileiou claimed that our passports were fake and attempted to intimidate us. Her behaviour towards us was rude, aggressive and demeaning, which was humiliating, embarrassing and distressing for us.

We strongly believe that we were discriminated against and targeted because we are a gay couple. Ms. Vasileiou had no legitimate reason to stop us or hold our passports, which is a violation of our rights as passengers.

We demand a thorough investigation of this incident and for appropriate action to be taken against Ms Vasileiou. We also request a formal apology for the distress and inconvenience caused to us. We hope that steps will be taken to prevent such incidents from happening again in the future, and we would like to see the implementation of appropriate training programs for all Swissport employees to prevent discrimination and racism.

We also request that Wizz Air investigate this incident and take appropriate action against Swissport for their employee's discriminatory and unprofessional behaviour towards us. We urge Wizz Air to ensure that all their partners and subcontractors comply with their policies on equal opportunities and respect for diversity.

We are confident that our complaint will be taken seriously and dealt with promptly and professionally. We look forward to hearing back from you regarding the outcome of the investigation and the steps taken to address this situation.

Thank you for your attention to this matter.

Sincerely,

Alexander Iparraguirre

Mail complaint service Ryanair/swissport

Beste,

Op zaterdag 11 maart trachten ikzelf Justine De Waele en mijn partner Fries De Waele onze vlucht te nemen vanuit Agadir om 11u25 richting Charleroi. (Reservatienr: ZFFSKM) (vluchtnr: FR4923)

Wij komen ruim op tijd aan op de luchthaven van Agadir om 9u30. Na een half uur aanschuiven aan de check-in balie werd ons gevraagd naar onze geprinte boarding pass. Deze hadden we niet - aangezien we dit altijd probleemloos online hebben gedaan - echter werkte de online check-in bij deze keer niet.

Er vanuitgaande dat je kan inchecken aan de “check-in” balie leek ons dit geen probleem. We vermelden vriendelijk dat de ryanair applicatie ons in de steek had gelaten. De man vroeg vervolgens ons reservatienummer, dit hadden we onmiddellijk bij de hand. Vervolgens wist hij ons te vertellen dat we naar de balie van swissport moesten om een ticket te halen.

Aan de balie van swissport werden we verder geholpen door een vrouw die vertelde dat het ons +1300 dirham ging kosten. We vertelden dat dit niet kon dat we ons ticket al betaald hadden en dat we al sinds 6u30 deze ochtend online proberen in te checken en het niet lukte.

Ze bleven aanhouden dat ze ons niet kunnen helpen. Ze hebben ons verplicht om te betalen anders mochten we niet door. Onze kredietkaartlimiet was bereikt en waren dus volledig in paniek. Toch lieten ze ons niet door. We hebben uiteindelijk onze ouders moeten contacteren om hun visa kaart door te sturen. ! Hiervoor zullen we dus ook een rekening ontvangen van onze provider.

We hebben dus uiteindelijk 1320 dirham moeten betalen aan Swissport voor een papiertje (zie bijlage).

Op de bijlage ‘’receipt’ ryanair.com the low fares airline’ kan je zien dat er nergens een vakje staat om het specifiek papier (ook in bijlage) te moeten betalen. Bovendien heeft de vrouw in het loket zelf haar handtekening gezet bij ‘payee signature’. Dit is dus vervalsing.

Daarbovenop spraken we achteraf tijdens boarding een kennis (naam: LiseLore) van het hotel aan die hetzelfde probleem had met de applicatie en dus ook niet online kon inchecken. Zij had net hetzelfde papier gekregen met de stempel, zonder problemen, zonder te moeten betalen. (Ook in bijlage)

Ik sprak diezelfde meneer hierover aan hoe het komt dat wij hiervoor een rekening van 1320 dirham kregen, terwijl het meisje voor ons probleemloos kon geholpen worden met hetzelfde papiertje. Hij wist mij geen antwoord meer te geven, dus dit zegt genoeg…

Wat een verschrikkelijke manier om onze reis te eindigen. Ze hebben ons verplicht om te betalen en zweerden ons niet te kunnen helpen. Zonder betalen waren we niet welkom op onze vlucht die we maanden geleden geboekt hadden.

Achteraf gezien hebben we dus bijna het dubbele betaald voor onze vlucht en was er nog een vertraging van meer dan 1 uur.

Compleet opgeladen van een mooie reis gaan wij nu gestresst en geschokt naar huis.

Door de complete overmacht aangezien de check-in online gewoonweg niet aanvaard werd/werkte, werden wij in deze louche situatie gebracht. Daarom vragen wij u om de nodige vergoeding te voorzien voor toegebrachte emotionele schade en tenminste een terugvordering van de onterechte rekening die wij kregen aan de check-in balie.

Alvast bedankt voor uw tijd.

Ik hoop zo spoedig mogelijk reactie te mogen verwachten.

Cordialement

Justine De Waele & Fries De Waele

BE48 [protected]

Myself and 3 other people in my group, were delayed on the runway on a KLM flight from Cardiff to Amsterdam on the 16/12/22, the flight was due to take off at 6.00am, but was delayed until 8.37am because of a lack of adequate resources to de-ice the wings from the Swissport ground staff. This was explained to us from the KLM flight captain. The delay caused myself and other members of my group to miss an important meet up with friends who had flown into Amsterdam from Portland, Oregon. How do I claim compensation?

On the 16/12/22 myself and three other people in my group were due to fly from Cardiff to Amsterdam at 6.00 am. The flight was delayed for 2 hours and 37 minutes because Swissport maintenance staff did not have adequate resources to de-ice the wings of the plane. This delay caused my group to miss a meeting with some colleagues who had flown to Amsterdam from Portland, Oregon. Please could you respond to this complaint and inform me on how I can claim compensation. Thank you Phillip J Davey.

Swissports customer service is not acceptable. Our bag was lost at GVA. We filed a report and never received any communication about the report. The public phone numbers don’t work and emails are not responded to. Worse. We received a call from Swissport after they found our bag. They sent the bag to an airport near me. We have no idea how to find the bag because they didn’t give us any identifying information. They also have not responded to any emails or phone calls to help clarify. How does this happen. How does this company exist.

Hi. We flew out of East Midlands this morning at 6am from Gate 9 which is where we met Dan.

Sadly my bag was too big to go into your device so , after asking Dan why I was allowed to fly with Ryanair with the same bag for over 20 flights now - I asked why there was no continuity on checking bag sizes.

Daniel’s attitude was shocking. Not only did he say “ you have to pay cos it’s too big” with style at all he said “you have to wait now as you’ve not been fair on all the other passengers by trying to cheat the system”.

So I bit my tongue and got my payment card out to pay. No complaints.

But when I paid I politely asked for his name. I do this everywhere so if people deserve praise then it arrives. When it needs the opposite- someone can maybe learn a little.

Af this stage he said “ you can’t have my name”

Ok Dan I said that’s fine. I only need Dan.

The dispatcher on duty apologised for Dans rudeness as it was witnessed by several others.

Then to cap it all he asked me to remove any dangerous good from the bag as it was now heading for the hold. So out came my kindle - which due to the way he was behaving I forgot to pick up.

That’s my fault.

But poor attitude , poor manners , no social skill, no manner that suited representing your company weee all down to Dan.

In summing up all I can say is that if Dan doesn’t enjoy T getting up at the crack to be nice to people then he’s clearly in the wrong job

I can help train him if you like. I’ve only got 35 years experience of retail at a very high level and 30 years of travelling for that company too.

I’m not blowing my own trumpet. I take the rough with the smooth and I’m also far from perfect like Dan…but I’ve had to take the knocks and learn from them. I seriously doubt Dan will learn a thing without some decent training. That part is your fault.

Bye for now.

Andy.

I called up Swiss port customer service to inform them regarding my lost bag and also to inform them that I had accidentally picked up a co -passenger's bag.

I was trying my best to provide the information the [censored] customer representative needed and she acted like a pig with me. Spoilt My entire mood.

Hope such [censored] are not allowed to be customer representatives.

Worst customer service I've ever seen. They were very rude, and they were responding to my email very late about 2-3 business days. Also, they requested the picture of the damaged baggage a few times although I've sent them previously. It looks like they don't even check the attachments. They broke my baggage handle. I filled out a form and submitted that form to the worker in the Dublin airport. Even though I submitted all my information and sent the picture of my damaged baggage, they wanted the picture of the form as well. But how can I send you the picture of the form if I gave the form to the airport worker? They can check their database for that. Their customer service is also a joke. They are not professional at all. Not recommending to anyone.

Hi My name is Rheanne Driver, I would like to put a complaint in about a girl who has really upset and ruined our little trip away all because of her attitude towards me and others in the que. Please can I have proof this is being investigated. Flight number was *EZY7007* and the booking number was *K4GX88N* and the flight was scheduled originally for 12.05 leaving from liverpool Airport to the Netherlands,The plane this day was delayed about half an hour so there was abit of a que waiting to board which i understand that can be stressful in a job but I'm a pretty happy person so nothing tends to put me in a mood or dampen my happy moods. Well this day one of your staff members thought she could act a little higher up and started patronising customers because she new she had the power to. It was loads of customers not just myself but I will speak for myself and partner as i feel this lady need to have a little word with in order for her to not treat others like this in the future or maybe get her retrained when it comes to customers. So we was just getting let through and then this lady and I could be wrong but her friend told me her name was *kat* or *cat* now I don't know if it actually is or not but I was that shocked that I totally forgot to check even people she worked with that day told me to put a formal complaint in as they was also in as much disbelief as me and apparently always speaks and acts like this towards people. We was all getting scanned on to the plane and i get through and wait for my partner, My parners twin gets asked to put his bag in the holder to see if its too big, it fits both ways but hangs over a little bit side ways so she said he will have to pay which was fine he always travels with this bag and never has a problem but he paid and didnt see a problem with it he just said he will bring a smaller one next time, She then goes to say that she's not in the mood today for aggressive customers she will get anyone escorted off the airport if anyone has a problem. This is when people started to notice the unprofessionaism and threats, people was scared to say anything at this point incase she uses her abilities to try ruin our trip. She then pulls me aside even though I've already been scanned through to the plane I was just waiting for my partner, She goes excuse me pass me your bag again I wanna check yours isn't too big, at this point all the que can see that she's doing this not because she has to because of her job but because she's acting a little mean and arrogant. My bag happens to be absolutely fine which she looked really unhappy about she then goes on to my partner saying even though the bag is underweight the little wheel is struggling to get in the little metal bag thing so we offered to just pay because at this point we just want everyone to get on the plane as we are so excited and worked so hard for this little break. As we have said this my partner has cut his finger open on the metal thing that she kept asking us to put our stuff in. I then go on to get annoyed with this worker because she was really really unprofessional and was making things so much hassle to the point my partner now has a big cut to his thumb and bleeding everywhere and going all over his holiday clothes and I expressed that I feel really hurt and upset the fact we have offered to pay and she still had an attitude and made it hard for us not only that when I say I feel hurt I mean watching my partner who is also a hardworking quiet man with feelings who won't speak up and was wiping his own blood on his clothes eventually so it would keep the peace with her and so she wouldn't basically do anything else to jeopardise our holiday she was doing everything to stop us going on that plane it was like she wanted to just be evil. My partner was 300 days alcohol free that day and i know no one will understand this and it's irrelevant but it was supposed to be a happy day, What she did that day played on his mind all through our break and the reason for our break was to get away to retreat and from stress. So I ask the lady for a plaster as she did not offer to give him a wipe or tissue or nothing while it was dripping all over his clothes in front of her and at this point you can tell she knows shes messed up because now I'm asking for a plaster and she does not like the fact I'm asking for one. Still a couple of minutes in she did not get us a plaster or radio through for one. The elderly couple behind us gave us tissues which you will see on camera, The couple behind us asks the lady if there's any plasters she now only just radios through and realised now shes going to cause a big delay even MORE you can tell she didnt want to do this for the plasters. I said i will just wait as I'm not letting my partner have anymore blood drip fown his clothes it's unacceptable for her to even allow this to happen as she caused it. She then goes on to tell me she has the power to get me kicked out of the airport and I said what for for feeling a little heartbroken that I'm watching you treat us like this and now your threatening that you could get me kicked out of the airport for asking for a plaster which you can see my partner is BLEEDING. I have all pictures and dates and times. I would like this to be taken further please, We did not end up getting a plaster because we felt there was no one coming and we would of missed our flighy as she just carried on eith her jon and didnt ket us know if a plaster was coming so if we did stay near her she could lie and get us kicked out just like that as she really had the power to once she nipped it into the bud it kind of made me think that she could potentially get us kicked out if she felt like it so we really had to be very careful with this patronising young girl. I myself have a job where I have to put my customers first wether I like it or not I would never ever ever make someone feel how she did that day. I don't know how this girl has a job I'm so shocked please re train because I've had a awful experience and so has my partner and we are by far the most against complaints we just don't do them but this is 1000× worth it and I have pictures of the blood and cut she caused this day with no care or duty atall all because she chose to pick on us this day which we worked along side with her so she really had no reason to be so nasty. We fly all the time never have a problem or had a problem like this. A few people in the que who watched it said they have got videos of her once she started to pretend she was being at threat because they noticed she started to play the victim for no reason atall like she was manipulating the customers and me once i asked for a plaster because i think she got scared that she caused such a scene it was back firing because someone got hurt and she then seen a couple of people further up who was videoing her behaviour, we are the most layed back people you will ever meet not got one bad bone in our bodies and we don't like arguing we do anything to make peace so please once I have sent evidence over can someone please find out who this girl is and take this further she's a dangerous girl verbally and emotional. We ended up getting on to the plane and was seen to by a lovely man on easy jet who gave us a few antiseptic wipes and plasters and said himself that she should of had a care of duty. I hope to hear from someone soon. Thankyou,

Rheanne

Our connecting flight from Heathrow to newcastle was cancelled Monday morning due to weather conditions. We completed a form for our baggage to be delivered to newcastle and then to home address.

We still havent received our baggage and it is impossible to speak to anyone at Newcastle international airport. Our flight number was AA6651 our reference is NCLBA56374 and baggage numbers AA095217 and AA095218

I’ve had a terrible time trying to locate some lost baggage from the Swissport team in Brisbane - reference number above in subject header.

I was originally informed on the evening of the 9th December in Brisbane airport that my suitcase did not make the connection flight from Munich to Singapore (flying Lufthansa - Singapore airlines) - the attendant in the airport explained that the baggage would make it to Brisbane Airport the next day, which it didn’t.

I then visited the Swissport office in Brisbane airport for the team there to attempt to usher me away whilst they gave me inconsistent answers as to whether they received my bag or not - I then received an email on 10th December confirming my bags have arrived but have not been cleared through customs yet - this is contrary to the emails I’ve received by Swissport’s automatic email which gives an unknown status.

Having emailed again since, I’ve received no word from the team. I’ve had to purchase new clothes and toiletries which has cost me in excess of £300.

The communication has been poor at best and to be frank, the interaction with team appalling. Completely unhappy with the lack of desire to help and give context and I’d like to, at the very least, be compensated for the inconvenience (which the Swissport team have confirmed is ok).

Please come back to me with an update as swiftly as possible. More details below;

Bag Tag Number: LH344299

Surname: Nuaimi

Reference number: BNESQ38337

Flight Date: LH2471/08DEC/LH9790/08DEC/LH9782/09DEC

Hello,

I am originally from the UK.

I flew into Liverpool airport last night to visit my family in the UK

WIZZ AIR flight number

4531

VARNA - LIVERPOOL

My bag has been badly damaged, so much so that I have had to buy another suitcase in order to continue my onward journey/ holiday to the Gambia with my family.

Sadly, your office was not open for me to report it to immediately, but a very helpful man at the info desk said that I should contact you to make a claim as it is so severely damaged.

Luckily, nothing was damaged in the case

Respected sir/madam,

I would like to bring my case into your attention. I felt helpless and disappointed with your customer team at Edinburgh Airport. We had a flight from India to Edinburgh by Qatar Airways and arrival date was 08 November 22. On same day/ 8th Nov, we went to customer service desk to file a complaint regarding our checked in bag which was damaged and teared off. There were two staff members at your desk at Edinburgh Airport. We were told to fill a damage bag report form which we did and submitted same day. One of the staff members clicked pics of our damaged bag and reassured us that we would get a update/reply same day. Unluckily, no reply was sent to us. Therefore, I wrote a email on 11th Nov to EDI. [protected]@swissport.com and attached the damaged bag report form. We only received an automatic generated reply which stated that we would be contacted. After receiving no update from swissport team, we tried a lot to contact them yesterday over the phone. After lot of struggle we managed to make a contact with your staff member. I explained him everything and we were told they didn't receive any report from us and Its too late. I was told Qatar team wonot accept our claim as it has been more than a week. I felt very helpless as we did submit our report on same day of our arrival and we were reassured by your staff members who were present on duty on 08th Nov

Nick Barton, CEO of Birmingham Airport informed me that your company Swissport is the company who I need to contact regarding my complaint.

I was due to travel to Doha, Qatar with Turkish Airlines, via Istanbul on Saturday 22nd October. Unfortunately, there was an error on my Ehteraz form, which was essential to travel to Doha. It had an extra digit number 1 on it which did not match my passport number.

During check in, the lady checked my passport, covid test form and the Ehteraz form, however she failed to notice the extra number 1 on the Ehteraz form. If she had checked properly and noticed it, I would have been able to correct it straight away online, and it would have saved me from being refused onto my next transfer flight in Instanbul during boarding, 5 mins left to board the plane.

I was unable to purchase a Turkish airline ticket from Istanbul to Doha because there were no seats left on the next plane which was 24 hours later. I ended up waiting over 20 hours, travelling over 29 hours and buying a new ticket for over £500 to travel to Doha. I also had to pay for another PCR covid test at Istanbul airport, because the one I had in the UK would have expired by the time I arrived in Doha, Qatar.

On my return, after 6 days I was refused to travel back home to Birmingham because I did not take the flight from Istanbul, therefore Travelup, the company I bought the original tickets from cancelled my return ticket automatically without informing me. Therefore, I had to purchase another ticket from Qatar, Doha to arrive back home, via Heaththrow London.

I was also unable to fly with Turkish Airlines on my return because there were only seats left in business class which was costing over £2000. Qatar Airlines charged me over £500 to return to the UK. So in total, it cost me over £2000 to visit my daughter during half term, as I work in a school and can only travel in the school holidays.

I am extremely saddened to have experienced this, especially when it could have been avoided if your staff member had checked the forms correctly. This experience caused me stress, anxiety, loss of money and a day less to enjoy my holiday with my daughter.

I would be grateful if you would consider compensating me out of your goodwill for everything that I went through as I feel all this could be avoided if the paperwork would have been checked thoroughly. I feel that the fault lies with your staff member.

I hope to hear from you soon.

Kind Regards

Shahnaz Ahmad

Dear Sirs,

Last Wednesday, 26th October 2022, on a Hi Fly charter flight from Porto to Berlin, which took the SC Braga team to the German capital for the match against Union Berlin, my luggage did not arrive at its destination. I spent about an hour and a half at the airport, going from counter to counter to complain about the loss of my luggage, since Swissport itself told me that it was not up to your esteemed institution. After this time, the Swissport staff confirmed that it would be with your institution.

Meanwhile, as I am a journalist, I lost access to the press conference of the game, I lost the connection transfer and my reportage was at risk due to that circumstance. This fact even prevented me from having dinner, as I had a work schedule to keep. I had to travel by taxi on a personal basis.

When I made the complaint, I was asked for my personal email address (as you can see in image 6), but your employee misspelled it (image 7), missing the number 1, and the name of the street was also misspelled. I understand the language difficulties between Portuguese, English and German, but I wrote it on a piece of paper. I never received the proof of complaint. I only have image 7, which was given to me at Oporto airport.

The next day, around 4.15 p.m. (local time) I was contacted and told that the suitcase had been found, but that it would not arrive in time in Berlin, so the ideal would be on the return flight (Friday 28 October 2022). I had to buy a jumper to wear.

In addition to the various inconveniences caused by this situation, I hereby send you the respective receipts and invoices (images 1,2 and 3).

Yours faithfully,

Rui Miguel Graça

[protected]@correiodominho. pt

[protected]@gmail.com

+[protected]

Dear Sir / Madam

I am writing to you to complain about how I was treated by a member of your staff.

I was boarding my flight to Krakow booking reference - HGQLTQ – FR2141 Manchester-Krakow Date 17th Oct 2022 Gate Closes 09:45 Departs 10:15. I was traveling with my wife and 10 months old daughter and also two family friends.

We took two bags size 40 x 25 x 20 and as traveling with my baby an allowed baggage of 45 x 35 x 20 which weighed less than 5kg.

As standing in the queue we was approached by a Ryanair Staff as we thought, I would describe the man as asian ethnicity small in height with a small moustache, who asked if we got priority or non-priority and he looked at our printed boarding pass and immediately said I could not take my daughters bag unless I paid for oversized luggage. I explained that this was incorrect as I had spoken to Ryanair on chat and also called them to check it was correct; both said it was. As I said this he said I AM RYANAIR and I am incorrect and he was not letting me take the bag. I then asked him to read the information I had screenshot. Here is the information I showed him.

https://help.ryanair.com/hc/en-gb/articles/360017825078-Travelling-with-Infants

Infant Baggage allowance

There is no cabin baggage allowance for infants sitting on an adult’s lap or infants aged 8 days to 23 months who are seated in an extra comfort seat. However a baby bag up to 5kg (dimensions: 45x35x20cms) can be carried by the accompanying adult in addition to their own cabin bag.

He then lost the plot and said that I would have needed to buy` a comfort seat for this to apply. Untrue. After I refused to pay him, I then said could I speak with a manager, he replied with this was not going to happen and he was going to close the gate and I would miss my flight unless I pay him. Now a member of public came down and said sir you are wrong and I am allowed to take the bag as he had done this. To which your representative said he was not interested. I again asked for a manager and he then went on his phone and came back to me and said the manager agreed with him and if I don’t pay I should not fly. So pay or miss the flight. Now most people was boarding and I said “No” I got a carrier bag and emptied the contents in to and asked for a receipt for my daughters bag so I could collect on my return and sort out this misunderstanding, he then stood by the counter with my bag and refused to give me a receipt. I asked him for his first name and he said I don’t need to give you anything.

I even said that I had another flight with my family to Copenhagen next month and again with Ryanair as I fly a lot, he said well next time you will know that the bag won’t be allowed Wrong.

My wife and friends who are Asian; She also tried to explain to him he was wrong but to no joy and left her in an disappointed state wanting to never fly with your company again. It’s now that other boarding staff approached us and said please take your bag and board the plane. He then told them no we had to pay. They said have some compassion as he has a little baby and our friends were waiting just through boarding. Then and only then he let us board. Please ask all boarding staff for his name and please look at his phone to see which manager told him we should miss our flights. This, if not resolved I will be seeking compensation from Ryanair and Swissport for the way we was treated and humiliated, and our whole holiday was ruined by a person who should not be in the job unless trained in customer relations and knowledge of products.

I and my wife was left shaken and violated by the whole experience.

When I returned Friday 21st Flight number RK 2142. I went straight to Ryanair desk and waited ages but it was unmanned I later found out I then went to a Ryanair Staff I explained what had happened to me and I wanted to file a complaint with a manager, sadly he said there was no manager on duty, but there was a supervisor, so I waited for her to become available and explained what had happened to me and she then told me he was not Ryanair like he had stated but was a member of Swissport staff representing Ryanair. The Lady contacted her manager and we was given this email address to send this complaint to man.[protected]@swissport.com

I want this matter on record and video CCTV and his phone records keeping in case we need to go through the courts to resolve this matter. Please acknowledge this email and pass on to relevant departments.

Yours Sincerely

Gordon & Rhea Meakin

I'd like to inform and complain to Swissport on my dissatisfaction on my baggage arrival and customer service they provided for us, me and my family had to wait two and half hours for our baggages to arrive and they came back they were  drenched.

Flight from Izmir to Dublin at 19 October

In result of this we had missed out on a bus we had booked and payed for to get home and i had to replace the tickets. The staff were questionable and unprofessional the woman in charge that we had asked on what had  happened came up with plenty of excuses on why our bags had not arrived, first blaming the weather and then she had told us it was the staff that was working and when we had requested the manager she had refused not giving us any further information on why we can't see any manager.

When our baggages had finally arrived they were soaked to the brim.

The bags were ruined and we had thrown them out after because of the condition they were left the buggie we had was also ruined, the souvenirs we had brought back from our trip were destroyed too.

In conclusion overall I'm not satisfied with my overall experience with the baggage delay.

Your staff are possibly the worst trained and most incompetent people i have ever met i travel for work and the check in process is the most stressful and time-consuming part of the process simply because you eather do not train your staff they don't work when there supposed to they turn up late and leave in-between checking people in to go buy a van of pop, apparently "the system crashes" which has happend all three times that I have traveled this year, you don't open check in until 2 hours before departure I travel with my young family which leaves us no time to sort the children out after security due to being delayed at check in, I am currently due to fly in 1 hour and your staff have checked in no more than 4 people. I am appalled at how incompetent and unreliable your services are.

Currently at east midlands Airport trying to check in for a flight to Belfast the time is now 16.05 and I am due to depart at 17.05 on the 25.09.2022

Dear Sir/Madam,

Re: Request for compensation

I am writing this letter to be compensated for certain financial loss that I have suffered as a direct result of Swissport.

1. I, Tuvshin Javkhlant, booked and paid for plane tickets to travel from Ulaanbaatar, Mongolia to Austin, Texas, United States. In order to reach our final destination, we had to fly via Incheon, South Korea, Hawaii and Las Vegas. The travelers included myself, my wife, Ms. Narantsetseg Jamiyan, and our four-year old son, Luvsandash Tuvshin. We are citizens of Mongolia.

2. We arrived in Incheon on 31 August 2022 for the connecting flight to Hawaii via Hawaiian Airlines. The flight was scheduled for departure at 9:25 PM on 31 August. We went to the gate to collect our boarding passes. However, the staff at the Hawaiian Airlines refused to issue our boarding passes upon viewing our covid vaccine certificate. The name of the staff who refused our boarding passes was Kim Jong-Jun. His name tag reads Jong-Jun, Kim and underneath his name reads Swissport.

3. We presented to Jong-Jun, Kim a vaccine certificate that confirmed that we obtained one dose of Pfizer and a certificate confirming that we tested negative for covid in the last 24 hours. In other words, all three of us were negative and did not carry the covid virus.

4. We told Swissport employee Jong-Jun, Kim that all of us tested negative, that we are not capable of transmitting any disease to anyone as we do not have the Covid virus. Jong-Jun, Kim unreasonably replied that a Covid test result is not required by the United States government.

5. Below is a transcript of my discussions with Jong-Jun, Kim:

Tuvshin Javkhlant: We tested negative. That means we don’t have the virus. As such, we are not in danger of transmitting any disease to anyone. Please let us board the plane:

Jong-Jun, Kim: The United States government does not require that you get test results. The United States government requires you to have two doses.

Tuvshin Javkhlant: What is the purpose of the vaccine?

Jong-Jun, Kim: To prevent transmitting the covid virus.

Tuvshin Javkhlant: We don’t have the covid virus. We tested negative. So we are not causing any risks to anyone’s health.

Jong-Jun, Kim: That’s not required by the United States government. The United States government requires two doses.

Tuvshin Javkhlant: I understand and respect that. However, even those who have been fully vaccinated still catch the Covid virus and transmit them to others. But we tested negative and don’t have the virus.

Jong-Jun, Kim: I don’t have any powers to make decisions.

Tuvshin Javkhlant: I would like to speak to someone who can make decisions. I would prefer to speak to United States immigration officials and explain our situation. Are you a representative of the United States government?

Jong-Jun, Kim: Yes, I am.

Tuvshin Javkhlant: In that case, could you please take into consideration that we are not a risk to anyone and let us board the plane? We can get the second dose when we arrive in the United States. My wife’s English language course is set to begin on 6th September. We are travelling with a young child. Could you please issue our boarding passes?

Jong-Jun, Kim: No, I cannot.

6. I do not for a second believe that Jong-Jun, Kim represents the United States government. Moreover, I believe that Jong-Jun, Kim's function is to simply issue the boarding passes. It is neither within Jong-Jun, Kim's nor Swissport's powers to decide whether a person should be allowed to board a plane. Swissport is not United States government. Swissport is not United States immigration.

7. All three of us tested negative would mean that we are not capable of spreading any contagious diseases. Even those who have been fully vaccinated still catch the coronavirus. I would like to call into question what is the risk of us travelling into the United States? What rights does Swissport have to refuse our boarding passes?

8. As we were denied boarding the plane, we immediately booked a flight back to Ulaanbaatar, Mongolia. The next flight was scheduled for 10:20 am the next day (1 September).

9. As I have said above, my wife and myself were travelling with our 4-year-old son. In spite of this, we were not offered any hotel to stay in while we waited for our flight the next day. We tried to stay at the transit hotel at Incheon airport but it was full. All of the restaurants were closed and as such we were not able to purchase any meals except for Starbucks. As there were no hotels available, we were forced to sleep on chairs at the Incheon airport. Our child suffered due to having no comfortable accommodation and no proper meals. Our child was, in essence, treated with cruelty.

10. Therefore, we would like to be compensated for the following financial losses we suffered:

Plane tickets from Ulaanbaatar, Mongolia to Austin, Texas via South Korea, Hawaii and Las Vegas – 2 adults and 1 child - $4,038.99

Plane tickets from South Korea to Ulaanbaatar, Mongolia - 2 adults and 1 child - $765.50

Total $4,804.49

11. I should like to point out that we have excluded other expenses such as taxis to and from the Ulaanbaatar airport, and sandwiches, fruit juice and coffee that we purchased at Incheon Airport as we have discarded the receipts.

12. Additionally, there was another Swissport male employee who was questioning me as to why I'm travelling to the United States, where I'm employed, how long I've been with my current employer, where I will stay in the United States upon arrival. I have never been so insulted or humiliated. As I have said above, Swissport is not United States immigration or United States government. Swissport has no rights to ask me such questions. Nevertheless, out of politeness, I responded to the questions with honesty. I did not obtain that gentleman's name. However, records can be checked on who was on that shift on 31 August 2022.

Should you have any questions, please contact me at +[protected] or my email address at [protected]@onch.mn

Yours faithfully,

Tuvshin Javkhlant

The incident just happens, at Mykonos airport flight I2369 to Madrid.

The atendent and the manager yelled at us threatening not to travel, and telling us that we should leave desk if we didn’t chek in the cabin’s bags. They were very impolite and rude. They refused to put a frágil sign on the luggage and they didn’t follow the procedures about damage luggage. It is not a way treat anyone. We are not asking a favor. We payed for it.