Jiwon Choi, a Ph.D. candidate at Exeter University in London, who was traveling from Seville to London, arrived at Gatwick Airport to find that her suitcase had been destroyed during the flight.
Choi posted pictures of the badly damaged bag on Facebook, writing, “An otherwise beautiful trip was ruined by this outrageous experience. I immediately reported at the easyJet service desk and also emailed them with photos attached the following day. Their answer made me outraged even more because, without any single word of apologies, they asked me to send more photos ‘clearly showing the brand of luggage.’”
Some Facebook commented that her bag looked like it had been burned, yet Choi responded that there was no smell of smoke or melted goods in the bag. “I did not carry any dangerous or restricted items, and indeed there is no sense of fire,” she wrote.
After complaining to EasyJet, they reportedly said “they found it fallen off from a cargo vehicle for something (and possibly it was dragged all the roadway). There is also a chance that it was jammed underneath the conveyor belt,” according to Choi.
An EasyJet spokesperson told the Daily Mail, “EasyJet is sorry for the damage caused to Ms. Choi’s bag whilst in transit. We work closely with all of our airport partners to ensure our passengers’ bags are handled securely and with care and are investigating this with our ground handling provider at London Gatwick Airport.”
“EasyJet flies on average over 1,700 flights per day across more than 30 countries and incidents of damaged luggage are extremely low. Our team is contacting Ms. Choi to offer a gesture of goodwill for the inconvenience caused,” the airline added.
Earlier this year, Ryanair and EasyJet came under fire after a couple of clips that went viral showed their baggage handlers carelessly tossing passengers' luggage on and off planes. One video, taken from a flight leaving from Bristol, showed handlers grabbing suitcases and throwing them onto the back of a truck. Another clip showed suitcases being loaded onto a conveyor belt at Krakow Airport and falling to the floor.
EasyJet recently announced that they will launch a new service that will pick up your luggage at home for just £30. The service will be available for flights to any of EasyJet’s destinations across Europe from London Gatwick.