1stflight Arvostelua 305

My son left my laptop on an easy jet plane on Sun 8th Dec and it's been with 1st flight ever since, However, no-one answers the phone or replies to emails or answers the live chat - i've been trying every day since Mon 9th Dec, reg FF/435703/24 your ref FF/436017/24. Please can someone contatct me?

Terrible service - the telephone contact number has been replaced with an online chat that is supposedly open from 9 AM-1 PM but has nobody operating it.

This company is responsible for handling important lost property, such as my passport, but has little regard for their customers.

I hope the airlines using this company will take back this vital responsibility.

Absolutely disgraceful customer service! Left my son’s iPad on the aircraft as our flight was diverted from Birmingham to Luton airport unexpectedly last minute.
During the rush of getting off the plane my son’s iPad was left. We couldn’t go back to get it as easy jet had limited coaches waiting to transfer people back to Birmingham airport, rang up Luton airport next day where they told me the iPad was given to easyJet headquarters lost property (first flight forwarders) and was told they would be in touch within 2-3 days to arrange having it returned to me asap for the inconvenience.
Nearly 4 weeks later after going back and forth with this company I’ve finally managed to get the iPad sent to me but at a cost of £30! Was allowed to collect item but also for a £10 fee. They don’t reply to their emails, have a phone line that you cannot call. And my iPad was constantly online as I could see from the find my iPhone app. £30 for postage with DPD but it is not guaranteed or insured so the item could possibly arrive broken, damaged or not even at all!!
You can get cheaper insured delivery with Royal Mail. Absolute sham of a company. If you have lost property with company, don’t expect them to be of any help to you!!

I left my phone and credit cards on a flight. 1st Flight had it in their offices within 24 hours and contacted me. Grace their service assistent was so helpful online, I didnt have any way to contact them except by the live chat or to pay to have my phone delivered. Grace was understanding and arranged for my phone to be taken to their offices close to Gatwick airport intime for me to fly home. I hope you never have to use their services, but if you do Grace was understanding, realised my predicament and solved my problem, Thank you again Grace

My luggage was declared irretrievably lost 3 months ago and I spent a stupidly long time mourning mine and my daughter's lost holiday clothes (first world problems) but finally picked myself up and got on with my life. However, I have been quietly dreading my husband booking our next sunny holiday, as I would need to go shopping, and I loathe clothes shopping!

So, all hail to Mike from First Flight who called me this week to tell me he had put his detective hat on to try and find the owner of a large case that he'd had for a while but contained no obvious contact information, and had somehow managed to match it to me! What a hero!

I am so grateful for his efforts. Quite apart from ruining our holiday, it is surprising stressful and upsetting to lose luggage, not to mention the huge inconvenience as you try to replace everything.

Put your name and address in your luggage, people!!!!

Reference EJ185998.
My baggage got damaged by the baggage handlers at my return flight from Tenerife to Gatwick.

Their customer services is a joke and is virtually non-existent.

It has been 3 to weeks nearing to 4 weeks since the end of my holiday and am yet to receive my replacement case, as the first replacement was smaller than my original damaged one and took over a week to arrive. The smaller case has been returned and have been promised a replacement case and I have yet to receive it?

This company are full of excuses and I have to keep chasing up what is rightly promised to me, yet the service is slow and virtually non-existent.

Travelled home on BA from Tenerife and my suitcase was de-tagged and never made the flight. 10 Days when I feel I won't see it again, I get a call from Mike at TUI/First Flight and he had my bag!! Mike was great, reassuring that the bag and contents were all fine and then arranged for the bag to be back with me the next day. Can't thank you enough, amazing service and I am very grateful
Made my day, thank you Mike 😊

On July 31, I left for home to Ukraine via the Amsterdam-Chisinau flight. My luggage was lost before I even got to the plane - the disappointment and tears were immeasurable. The hope that i would be able to get my luggage back was gradually fading - empty answers from FlyOne and basic words about the suitcase being found soon were not consoling.
Many of the valuables that were in the suitcase were not as important as some papers in my laptop and my cosmetic bag. The fear that someone would gain access to my information was very debilitating, so I decided to forget about the long-lost things and try to protect all the lost information remotely. But, as it turned out, everything was not so hopeless.
Mike contacted me in 29th of October - first through his work number and later through his personal number.
My suitcase was found in London - in 15th of August Amsterdam airport sent it to EasyJet to find the owner - the luggage tag was missing and it was difficult to find the owner.
My documents turned out to be my salvation - my phone number and email address in the papers in my cosmetic bag helped find me. Mike, on his own responsibility, decided to open the suitcase and find information about the owner, which he did successfully.
Mike sent me a photo report, arranged everything for my luggage to be returned to me and was in touch until the last second. I notified about the receipt of the luggage today (1th of November) and we were both happy about this news.
I have thanked him many times and I will never stop doing so.
Thank you Mike, you will always be my hero in my heart :)

From Susana🌸

I was on Jet2 Naples to Manchester Flight on 17 October and my case was lost. It was in the hold but Jet2 did not give me a receipt. I logged it with Jet2 and Lost property Manchester Airport. Lindsey from EasyJet found it at Standsted, called me and arranged delivery to my home as my phone number was on the case. THANKYOU. Fantastic service

This company (& easyjet lost property) is an absolute sh!tshow in respect of communicating &/or managing the prompt return of people valuable goods.

I can't even begin to describe in full my experience since leaving my phone on an easyjet flight (it happens) after an entire night without sleep. It has been an endless circle of misinformation, misdirection, ZERO communication & hours upon hours spent chasing ghosts.

Firstly, this company force you to use their live chat at every avenue, yet when you go to the live chat... there is never anyone available to answer, so you only get the option to close it! It's beyond infuriating.. it'll drive you insane.

This company is woefully under staffed & is essentially scamming airlines (and thus, us, the customers). If i ran an airline using these guys for our customers lost belongings, I would be horrified.

No telephone number, impossible to talk to anyone, emails not even read let alone answered and no means of actually reclaiming valuable lost goods. It took over a week for my item to even get listed on the "found items" listing. This is so long that most most people will wipe their phone of all valuable data, pictures, videos and information for security reasons already. So, immediately, this make it a useless service! I mean, i even put my phone into "Lost" mode, which locks it & puts a big customisable message on the homescreen saying "the phone is lost, please call me on 076438.....", and yet they turned the phone off without making any effort to contact the number, despite the fact we could track the phone and see they had it. It's insane!

Since "claiming" the item from the "found items" listing & providing all my personal information, address and contact details, I have not had a single contact from them... not a call, an email, a letter, nothing! To this very day I have absolutely zero idea where my phone is, if they actually have it, when i will get it back, nothing. Not so much as a peep of communication from them. Just holding my possessions. Why easyJet deem it necessary to send peoples items around the country to random destinations in the first place is beyond me... just keep it in the airport it was found for 100 days and have a 24hr lost property desk that allows the owner or a person with written authority to collect it. This would solve all of this nonsense & render this already useless company obsolete as quickly as humanly possible.

As a side note, easyJet website tells you the POLAR opposite of the truth. They tell you to call a number that lists every airline except easyJet. They tell you to go to the airport lost property, but when we went there, we were specifically told in no uncertain terms that "we get this all the time, esyJet do NOT give us their lost property. They are the biggest airline in this airport and they deal with all their own lost property". Even the onsite easyJet staff send you down to the airport lost property too, as well as the easyJet website. It's so backwards. Noone knows what's going on. The easyJet website says it will eventually go to Luton airport. Yet it turns up just days later in Stanstead. Honestly, it's incredulous.

The fact that they have the audacity to charge people £30 after taking their item, refusing to allow people to collect it, hiding it for weeks, not making any effort to contact owners, sending it to a random location in the uk. holding it there for more weeks, not offering any form of actual active communication channels and then force people to have it sent out at a £30 fee is actually quite sickening.

Needless to say, if I could give zero stars... I would.

This company is a joke! They have no way of contacting them as there agents are useless on the chat log and just don't reply! They don't reply to emails or answer machine messages either! So basically they have no way of getting hold of them!

I have been trying for 3 weeks to have a case they sent to me replaced. They have the audacity to send me another broken case to replace my broken one! It's laughable. Not to mention completely the wrong brand of case and wrong size! How they can get it so wrong is disgusting. I will be taking this further as this company is disgusting!

Staff were helpful and most importantly my case was returned in good order with no damage.

I made a damaged luggage through Tui, the suitcase arrived on 1st May 2025. Used it fur the first time 2 weeks ago, the stitching is coming away it says 5 year guarantee, but my problem if trying to contact first flight it is a nightmare as it us manufacturing fault not damaged by airline so can't claim through airline but they don't seem to understand and asking to fill claim form. I am getting g so frustrated by this as feel let down.

We flew back from a TUI cruise on the 18/07/2024
Today 03/09/2024 after 47 days I had to collect my Suitcase from Murcia International Airport.
47 days without my Clothes,I was forced to buy lots of Clothes.
This was TUI ‘s fault,the bonded the luggage on board the Ship,and did NOT arrive at Gatwick,I feel that compensation is in order
Big big Thank you to Mike who helped getting my Suitcase back 👏👏

I lost a wallet on an easyjet flight. I have logged it on their website, tried to go onto chat in their opening hours but there is never anyone available. I tried to find the area on their website to search with my reference number but can't find it anywhere. If anyone has lost anything and tried to use them in 2024 I'm sure they will find their service absolutely terrible. Not sure if they decide to keep what they want.

I had to fly home to the UK urgently after an extremely stressful event. I did self bag drop at Milan airport. I didn't take any tabs off the label.
My case didn't come through at Gatwick. We had no references to find my lost bag
Gemma from Tracing was absolutely amazing in finding my suitcase.
I can never thank her enough.
She was sympathetic and by hook or by crook she found my case.
Thank you so very much Gemma.
You have no idea how extremely grateful I am
Kindest regards
Geraldine

Mike reunited us with our missing luggage. He was very professional & informative & a pleasure to deal with.

Impossible to talk to someone - delayed luggage

I think reviews here are false as it is impossible to talk to anyone. No Gemma or Mike... When you call there is an automatic message saying to go online or send an email for any request. When you send an email you receive an automatic email saying someone will get in touch with you.
Therefore you cannot get in touch with anyone to have more information that what the online tool/bot says. The tools is also not helpful as not giving timelines or locations just high level information that your luggage is being search or found but not about when/where it has been found and when/where you can retrieve it so you can organise yourself accordingly. This is very poor service.

The website says the following :
Baggage tracing

In our call centre, operating 7 days a week, we proactively keep passengers informed of the location of their luggage, taking the stress out of delays. Our experienced tracing team search the network to locate and match items to their owners leaving no airport unsearched.

Which is a lie. there is no 7 days a week call center and they definitely did not take the stress out of delays with 0 communication.

I can understand delay/lost luggage but I cannot understand not being able to talk to someone or having minimum information to plan accordingly.

I was unable to collect my luggage at Gatwick airport after a flight from Porto. I logged a bag report issue through the easyjet website. In addition, the customs form was completed and left at the airport. After a day, I was unsure about the status of this issue so I email 1stflight. Gemma kindly answered my questions. I also received a phone call to confirm delivery. The courier brought my bag home in less than 48 hours after arrival in the UK. I feel grateful for your help and customer service on this matter. Thank you very much.

I’ve had a great customer service experience. Mike was very helpful and friendly. I’m very grad he could help me to get my suitcase back