Mid August, I had a planned flight with Edelweiss, my luggage never arrived at the destination. I stayed for about a week there, nothing arrived. I had to purchase clothes, underwear, toiletries, it was a disaster, especially since my holidays was only 5 days. Upon my return, before leaving the airport, I went to the Lost and Found, they told me that Swissport could not find my luggage as well (!!!) and since 5 days had passed from the flight, the responsibility lies with Edelweiss and not Swissport. So naturally, I call Edelweiss to try to figure it out.
Edelweiss call centre is completely incompetent. They do not want to help, they have a playbook and keep repeating the same things. They told me that the ONLY option I have is to fill out the online form and this will initiate an e-mail correspondence. There is no way to talk to somebody on the Lost and Found Department on the phone, everything is done via a form. They also told me that it is not their responsibility but the responsibility of Swissport. So the typical blame game had started.
Not knowing what to do, I created two claims, one with Swissport and another one with Edelweiss, asking for compensation for 2 things:
1) Value of the items lost (Swissport and Edelweiss)
2) Compensation for expenses incurred as I did not have my luggage. (Edelweiss only)
In less than 24 hours, Swissport called me to say that they had found the luggage, they sent it at home. I was happy for that, so I replied to the confirmation mail of my Edelweiss claim, saying that the bag is found and that I only expect compensation for the expenses incured. This was almost 2 months ago. One month passed and I sent a reminder. No reply again.
I try to call their incompetent call centre and the lady there that was speaking broken English initially told me that she couldn't find my claim. She repeated that the claim is not on their system and I have to send a new claim, even though I told here the claim number multiple times. I agreed to do this again, and asked for a physical address, to send a registered letter in case my new claim remains unanswered for a week. She refused to give this to me, by saying that the only option is to create a new claim. I was furious, because she could not even understand the concept of the registered letter, as a means of having proof that you make a demand that needs to be answered within a timeframe. I asked to talk to her superior, I asked her if she works for Edelweiss, I even told her that since she is an Edelweiss employee as she claims, she definitely knows the address of her employer. She was constantly muting herself, it was clear that she was online with others trying to help her, and she was always coming back with the same bullshit scripted suggestions. At one point, after about 50 minutes being on the phone, she said that they found my claim and they will respond to me. At that point, I did not care, I insisted on the address and tried to explain her what a registered letter is and why I needed to know where to send it. She obviously played dumb, and I got really annoyed because at that moment I had spent 1h on the phone.
So as this whole thing has escalated, can somebody recommend next steps? Obviously, my legal insurance would want to have an official registered letter sent to them, the stupid online forms mean nothing. I found this address, do you know if registered letters can be delivered to PO Boxes?
Edelweiss Air AG
The Circle 32
P.O. Box
8058 Zurich Airport
Switzerland