Lost property malaga airport

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olive
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Lost property malaga airport

Postby olive » Sat Mar 11, 2017 11:09 am

We are having an ongoing saga with a left mobile phone last month in arrivals at Malaga airport.

The good news is that the iphone was handed in less than two hours after it was inadvertantly left after showing boarding card. The bad news is that their well documented on Internet process is surpringly totally useless. Starting with the online PDF form where you have to choose mail server and type in order to send! Then they do not send an acknowledgement or give you a reference number which you need when you show up. then they have no record despite having told you when you rang that "yes we have the phone but it is off site in our warehouse which closed 30 minutes ago (Thursday) and doesn't reopen till Monday and then it will take 2 working days to get it back to the airport". OK can we come and collect it and prove it is ours? yes but just give me the PIN now over the phone. We opted not to do that as we weren't comfortable with it. So we settled on going armed with whatever proof we had and with a laptop and a lead in case the mobile needed charging. The adviser said you need to give us 72 hours notice and make an appointment. Yesterday was the first day after 72 hours so we went at 1.p.m. as agreed.

At the airport. Should have been routine but they had no record of us coming or of phone calls, lost property claim. It took ages to find the details of the phone. Fortunately we had a copy of our online submission that they had taken a paper copy of on our last visit.The phone was damaged and wouldn't charge up. We had already decided on Wednesday night to do a hoja de reclamacion as the whole experience - if normal is truly very poor. For example how many iphones of a specific type, colour and leather case were handed in on the evening of 22nd from a specific location to leave them in any doubt it was ours. Finding the phone was now damaged was the icing on the cake.

The upshot was we refused to accept the phone as it had been damaged, possibly deliberately, in their care. We submitted the Hoja and they will give us a reply in five days.

I have lived here long enough to realise that nothing will happen and no changes will be made and certainly no apology will be forthcoming or S/h value cash be forthcoming.

Is it reasonable to expect a duty of care while a lost item is in their jurisdiction? Does anyone know who the lost property offices report to? Is it "the airport manager"? or maybe AENA head office?

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andalucia
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Re: Lost property malaga airport

Postby andalucia » Fri Mar 17, 2017 4:17 pm

Yes the lost property office is part of the AENA the airport operators.

On their website

Telephone: 902 404 704 / (+34) 91 321 10 00
E/mail: infoagp@e-externas.aena.es
Address: Avenida Comandante García Morato s/n.
29004 Málaga

We do have a business card of the head of press who we met on a recent press visit and was very helpful. We can provide this off line if you wish and in any case will advise her of this post.

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olive
Andalucia Guru
Posts: 2725
Joined: Wed Oct 12, 2005 7:13 pm
Location: Poniente, Granada

Re: Lost property malaga airport

Postby olive » Fri Mar 17, 2017 7:49 pm

Well we have had a response to our Hoja which we are digesting.

Pretty busy time of the year for us so will have to schedule in a day to go down to Malaga (again).


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