Annabel C

Most Horrible Airport Experience

I went to New Zealand for one month and had packed my luggage accordingly. Due to complications at LAX my bag arrived in Auckland two days too late and I had already left for another place within New Zealand (my whole trip was pre booked so I could not stay in Auckland any longer). However, the Airport bag services at Auckland had assured me that they would get my bag to my new location as soon as possible. Long story short: dozens of unanswered phone calls and emails to Menzies later they finally managed to call me after three weeks into my trip to let me know my bag had arrived and to ask what they should do with it. I ended up picking up my bag at the Menzies office after my 4-week trip and after having had to buy new clothes and toiletries. Even there it took a while until someone even came to the counter to help me, while I heard the team chatting and laughing in the back of the office as if I wasn‘t there waiting. I told the employee who handed me the bag that I was very frustrated about how they had ignored my calls and emails for weeks and he started a discussion, basically trying to tell me that it was not their fault, that this was normal. I am absolutely shocked at the fact that a company can afford to offer such horrible services without facing consequences and hope that airlines will choose to work with different companies in the future.