Menzies - Edinburgh

Matthew

While on a recent BA flight from LHR to EDI, we left our passports in the seat pocket and only realised after we reached our hotel. While we take responsibility for leaving our passports onboard (jetlagged and tired due to travel from New Zealand), BA (and Menzies) is pathetic when it comes to assisting you get back such items.

I ran back to the airport in Edinburgh after realising what happened, only to find zero staff available to help. After speaking with the airport help function, someone from Menzies who covers BA flights overheard what I was saying and then tried to help me and make some phone calls to Menzies staff airside to see if anyone's picked up left passports from the aircraft we were on. Sadly no one had.

What irked me is the Menzies staff insisted the plane should have been cleaned and security check before departure back to London Heathrow. That clearly did not happen and the passports were therefore still onboard as the plane headed back to London.

BA though do not want to help. After speaking with reservations and their lost property team, they claim it's the responsibility of the ground handling agent and lost property at the airport who need to help. Like come on you're a massive organisation, you should have something better in place than this.

The aircraft we were on therefore did European trips the following couple of days and after we were advised to keep checking airport lost property there's nothing. So effectively BA and their ground handling agents haven't done their jobs properly and therefore means we won't get our passports back.

Makes no sense for people to take passports but suppose if can happen and try use them for something. This is why BA need to do better customer service in these instances. Again we take responsibility for not collecting our passports but BA needs to do better to help. It's pathetic.

Tareq S.

They never answer the phone and gave me a file reference number that doesn't work on the airline website for tracking delayed luggage. Had to phone the airline baggage service to find out anything. Just another company that doesn't care

Marta K.

Despite calling and email this service several times over the past 6 days since they lost my luggage it has been impossible to get my luggage back. From no one manning the Menzies desk to purposefully dropping calls when I finally get through to them they’ve made my lovely holiday quite the horrible experience. Would suggest to Edinburgh airport to drop them as a luggage help desk.

Sandy L.

Arrival UA36 June 3: There was, we were told, a gate malfunction which delayed us on the tarmac. Then the first 30 or so passengers went to Immigration only to be stopped, herded out & told we were in the wrong place. We were put on a bus, circled the airport and ended in the EXACT place we just left. Then we had no luggage for 45 min. because it was unloaded in the wrong terminal. Departure: UA162 June 11: More delays..this time to celebrate United's 20 years of service. Imagine...delaying a flight because of photos & a cake! I am a travel advisor and attempted to get more information about our arrival problem, so I asked an employee about airport management. She answered me rudely and turned her back to speak to other employees about me. later, I wanted to record the piper playing for the celebration but because she did not want her photo taken, she singled me out told me that taking a photo was a security breach (in spite of everyone else taking photos & recording the piper). I can't name her because she had a cat sticker covering her name on her badge. I wonder why! I was able to capture the attached photo while boarding and hope that Menzies sees this post and deals with her unacceptable behavior & attitude. Also, I was able to recognize your employee, Marek, from our arrival day, who was very helpful providing me with more info regarding the fiasco we were involved in. Menzies should never have put him in the embarrassing position they did but he handled it professionally.

emily S.

I had a bag delayed just before Christmas 2023 and had spent the remaining month of my holiday trying to get it back and attempted when I got home to Aus. After weeks of calling the airline baggage service line and being told different things over and over (one time completely different things on 2 calls that were 30 mins apart). Anyway, I called Menzies because I knew my airline used them to handle the baggage side. No luck immediately but they said they would send a message to the airports. A few hours later I received an email from a lovely staff member, Geri. She asked about the bag contents to help see if they could find it. She said they think they know where it was. 2 days later it was scheduled for a flight back to us and received a few days after that. I had lost all hope that the bag would be returned to us but it shows that there are still people who care and want to help you! Thank you Geri!

Bret G.

Elinora was incredibly helpful with changing my flight when I would have missed my connection. Thank you so much for the wonderful service and help.

Yvette H.

Consistently poor service. Lack of consistent communications. Inconsistent messaging between what the airline states and then what Menzies states. They are unreliable and lack transparency. Feel free to contact me

Silva G.

Emma saved my bacon on BA flight this evening did her best to help a great example of service well done