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Check-in / Boarding
COMPLAINT: Denied baggage drop-off / Missed flight

 
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Old Jan 2, 2016, 9:03 AM
DKLKS DKLKS is offline
 
Join Date: Jan 2016
Posts: 1

Hi,
thanks for reading this and commenting.

Story in short:
On a flight from Berlin (TXL) to Copenhagen (CPH), I was denied the possibility to give away my baggage at the drop-off point. As a result I missed my flight. Due to the low capacity of baggage drop-off counters relative to the large amount of people wanting to give away their luggage (and some check-in), the service staff couldn't process my luggage.
Is there any regulation or previous cases which could help an official airline complaint?

Story with more details
On a flight from Berlin (TXL) to Copenhagen (CPH), I unfortunately missed my flight. I had checked-in online and therefore just needed to give away my luggage at the drop-off point in Tegel. I was at the airport 1,5 hours before departure.
Upon arrival at the airport, there was a massive queue for the service counters, which were both check-in and drop-off counters (no specific drop-off counters). The people behind the service counters were knowledgeable of the hoards of people, and there was organized people on the ground to keep some structure on the queue. I got in the queue and waited.
While waiting it became clear to me that the service counters were almost only servicing people who were called out because their flight was close to departure ("last calls"). Hence, other people, having more time before their flight, were not serviced. These last calls came approximately 30minutes before departure. Seeing that the queue didn't move sufficiently in order for me to get processed before 30 minutes before departure, I got ready for the "last call" for my flight. My plane's last call came 20-25 minutes before departure, and when I got to the counter, the airline representative couldn't/denied to process my luggage because the luggage belt was full (due to luggage from passengers just having given their luggage away for another last-call flight).
I therefore moved to another service counter, where the representative told me that the baggage drop-off had closed and the flight was closed. From time of the last-call to the time of closure was approximately 2 minutes. I argued with the airline representatives, but unsuccessfully.

I had to buy a new ticket for 400.

I would claim that the capacity of the service counters was underestimated and badly managed, leading to several people not making their flights. There were more people (30-40 people) in the airport with exactly the same problems and for other destinations.

Do you have knowledge of any regulation helping such a case, or knowledge of any previous cases with the same/similar issue?

Kind regards
Lasse
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baggage drop-off too slow, denied baggage drop-off, missed flight


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