lost Luggage

Returning from London Kings Cross last Friday, the train pulled into my stop at Inverkeithing.

I arose from my seat and went to collect my luggage.

I’d deposited it nearly 5 hours earlier, in the luggage rack, but sadly, it was gone!

I searched all of the overhead rack space in the carriage, but no joy either.

A passenger, sitting in front of the rack said, “there was a bit of an altercation at Haymarket, maybe they’ve taken your luggage by mistake!”… Ouch…

And that was it, I had to alight the train quickly, before it departed for its next stop.

I always take the plane to London and this was my first time on a return trip on the train in years.

Ticketing issues made the trip down difficult and now on the return my luggage was gone, my experience was disappointing.

Then I met “Warren” the platform train “despatcher.”

In a friendly and polite manner, “Come in…” he said.

What followed were many telephone calls, notetaking, online form filling with London North Eastern Railway (LNER), British Transport Police BTP (was it stolen?) and a reassurance from him that all would be okay in the end.

His departing comment was, “I’ll call Aberdeen in a couple of hours, it’ll probably be there.”

Warren was more enthusiastic than me. At that stage, I wasn’t quite so certain of a positive outcome.

Later that evening, we spoke and happily I was informed, it was indeed in Aberdeen.

“They can either send it down, or you can collect it…” said Warren.

The quickest way was to drive to Aberdeen (200 miles/5 hours/£35 fuel round trip) on Saturday morning.

Arising early, off I went.

The Scotrail staff in Aberdeen were equally eager to help and pleasant too.

The downside was I picked up a parking ticket as I was convinced it was a pay on exit, as I couldn’t see

any pay + display signs when I entered the railway station car park. I’d never been there before. That’ll cost me at least another £60, if I pay within 2 weeks. Should I appeal, I was still anxious after all?

Returning to Inverkeithing on Saturday afternoon, I met up with Warren again and thanked him for his efforts for going the extra mile. “Enjoy your chocolates…” I added.

He had restored my faith in ScotRail, and I acknowledged that there are still good helpful people.

He told me that he too was grateful and that I had restored his faith in people too. He said that I was one of the very few who had treated him respectfully and with dignity, instead of being shouted at or lambasted for the loss of luggage.

Customer Service is the backbone of any good company, and in Warren, Scotrail certainly have one of the best. Look out for him on Platform 1 at Inverkeithing next time.

Thank you, Warren, and thank you Scotrail for taking care of my luggage for me.

What is your experience with lost luggage?