A passenger has hit out at Etihad Airways after her husband’s luggage came back in a plastic bag with the clothes inside found ripped to shreds.
Karen Nowland, from Glasgow, and her husband boarded a flight from Manchester Airport to Colombo last week. When they arrived at the Sri Lankan airport, Karen said their luggage came out on the baggage carousel clearly ripped and ‘in a plastic bag’.
The passengers then discovered the clothes inside the bag were also shredded beyond wear. Posting on Twitter, Karen demanded an explanation from the airline as she asked “What on earth happened?”
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Making light of the situation, Karen’s husband was pictured wearing the damaged clothes with her commenting that ‘my husband looks like a pirate’. In the series of tweets, the passenger said she was still waiting for a response from Etihad.
The airline has since confirmed they are investigating the circumstances of the incident.
“Hey @etihad Look what happened to my husband’s bag somewhere between Manchester and Colombo!! Why are you ignoring our emails to @EtihadHelp?”, Karen tweeted.
“My husband looks like a pirate. Not the tropical holiday look he had in mind.”
She added: “Have you ever seen baggage end up like this? Flight from Manchester. It arrived on carousel in Colombo in a plastic bag. What on earth happened? @etihad aren’t replying to our emails. Not sure the backless look suits my husband.”
Responding to Karen's post, some people tried to make light of the situation. @itsalexadiane posted: "I am so so so sorry this happened to you but I sincerely thank you for taking and posting those photos! The pirate look gonna trend for sure!!"
@betheworrall added: "Ha ha! At least he could see the funny side!"
In a statement, Etihad Airways said: “We were unaware of this case, but reached out directly to the guest to provide full support as soon as we were alerted. Unfortunately the guest was provided incorrect contact information to raise a baggage claim, but now we are aware the matter will be quickly resolved.
“We are conducting a full investigation into the cause of the damage to the guest’s baggage, as well as our partner’s guest communication process to ensure this doesn’t happen again. We sincerely apologise for the inconvenience our guest experienced.”
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