Aircoach is careless in handling passengers' lost property and refuses to hear complaints. The company has outsourced lost property matters to a third party company in Dublin, Smarte Carte. The third party waits for lost property to be handed over by Aircoach before passengers can claim it back.
I lost a pair of earphones on the Aircoach Belfast to Dublin 705X route on 8 October. I reported the loss to Smarte Carte on the same day and waited 7 days for the lost property to get to them. Instead of sending the lost property to Smarte Carte, my lost property went to an industrial estate in Derry - I know this because the earphones have location tracking which have shown the same location in Springtown Avenue, Derry for 14 days. I cannot reclaim my lost property because it hasn't been handed in to the third party and Aircoach is refusing to acknowledge that it holds the property despite me contacting Aircoach via email and contact form twice. I have provided the tracking data for my device to show exactly where it is and STILL Aircoach has done nothing. This is a ludicrous bureaucracy and atrocious customer service. At this point, I have to wonder whether Aircoach intends to make money from wrongfully withholding customers' lost property, particularly electronics.
To add insult to injury, Aircoach doesn't have a complaints procedure on its website and its telephone agents cannot process complaints.
My next port of call will be Consumer Council for Northern Ireland, and after that, small claims court to reclaim the cost of the property Aircoach is withholding from me.
1 week ago
Aircoach has a
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