Basel bidder experiences horror on a dream trip

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Relaxing days on a sun lounger, exciting excursions and summer temperatures: Peter Hug (67) from Zünzgen BL was looking forward to a wonderful cruise with his wife on the Red Sea. But nothing came of that. Instead of enjoying the days, a suitcase odyssey began – for a week.

It all started at Hurghada Airport in Egypt. After the outward flight on April 2, direct transport to the MSC cruise ship Splendida was on the agenda. Until then everything was going great. But then the shock: a piece of luggage did not arrive. “The purest horror. The suitcase logically contained important items, such as a toothbrush, razor and toiletries that we need for the holidays, “says Hug to Blick.

First of all, the bidder from Basel had to fill in many forms in order to search the suitcase. Waste of time just for that: two hours. Then it was off to the ship in the hope that the briefcase would appear soon. What he had no idea at the time: the luggage would not turn up again until the day of departure.

Trip booked as a package

No one on the ship could help the passionate ice cream seller, as the airline is usually responsible for lost bags. However, because Hug had booked his entire trip as a package holiday through MSC Switzerland, he saw the cruise line as his first point of contact.

Hug describes how he was transferred from receptionist to receptionist and repeatedly postponed until the next day. When the couple asked about the person in charge of the shelter, he did not appear until the Swiss refused to leave. He took up the whole situation again – unsuccessfully.

He would have to pay extra for the suitcase transport

The Swiss did not feel taken seriously at all and saw no effort from MSC Cruises and the airline to help him. A week passed. But nothing happened. The suitcase was lost. «I still had to wear the same shoes as on the day of arrival. There were new shoes in the trunk.”

The missing suitcase eventually turned up – in Hurghada. However, according to Hug, the piece of luggage could not be brought onto the ship for free. It said he had to pay an extra $150. Unbelievable: on the day of departure, the Swiss had to find the suitcase himself and collect it at the airport.

MSC regrets incident

At Blick’s request, MSC Cruises regrets that the customer was in such an uncomfortable situation. The organizer understands very well the difficult circumstances a missing suitcase can bring.

MSC Cruises has been facing enormous challenges since the end of the corona pandemic: “Some of our partner airports have had major staffing problems for a long time, which can always have a negative impact on baggage handling,” said Dominik Gebhard, media spokesperson for MSC Switzerland.

The speaker firmly rejects the fact that Hug was not taken seriously. “We can assure you that the front desk crew members were very supportive and not only took up the matter, but actively engaged in it.” The problem: When the briefcase was found in Hurghada on April 6, the ship was at sea. Immediate delivery was therefore not possible. However, MSC Cruises will contact Peter Hug and assure him that the Swiss will receive CHF 100 shipboard credit for the next cruise booked.

Source: Blick