Airline lost my luggage on a flight from Glasgow to Incheon in April. Took them 5 days to return it. Customer service was beyond appalling. I was straight up l lied to on numerous occasions about the location of my luggage and when to expect it. It was eventually returned after midnight on the 5th day. To make an insurance claim I firstly had to get a PIR number which took over a month. I then had to request a lost baggage confirmation certificate. It's supposed to take 30 days. When I spoke to customer services about this after 30 days they said it was currently taking 60 days and to 'just wait'. Spoke to them again after 60 days. This time they said they couldn't find my request and I would need to submit a new one. Another 30 days later, still no response. Its now been 97 days and I have resorted to submitting a request and a complaint every day until I receive one. Multiple complaints have all been ignored, staff on the phone have been entirely unhelpful, to the point of rudeness, with one in particular speaking fluent English until they realised I wanted to make an insurance claim and complaint, at which point they claimed they couldn't understand me. I have not spoken to a single helpful person through-out this whole experience. Requests for help have been ignored. Certificate requests have been ignored. Complaints have been ignored. And there seems to be absolutely no recourse. They can treat their customers with total contempt and nothing can be done about it. Clearly I would warn anyone against ever using this sham of an airline. When things go smoothly they're great, but the second anything goes wrong they wash their hands of you and take zero responsibility.
