When Ms Lim was reunited with her bag after her flight, she said it was covered in rip and burn marks. Ms Lim said she wondered if her £250 Osprey backpack had been run over by a plane following her flight from Gatwick.
She said she found all of her belongings destroyed, with holes seared through the clothing, and shoes.
Ms Lim also said her makeup and toiletries had also been destroyed, leaving more than £1,000 worth of her possessions damaged.
When her bag arrived, Ms Lim said the bag was covered in ash and had a “burning smell” and that her clothes looked like they had been “burned through”.
Ms Lim claimed that the experience has left her in tears. She said she has owned the backpack for years and taken it to more than 60 countries.
She said: “I flew in that night, and I was waiting for the bag, and everyone’s bags were coming out.
“And I saw my bag coming out, and I was like, ‘Surely that’s not my bag?’ But it was. It was almost unrecognisable.”
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Ms Lim added: “I saw it and I just started crying. I had an emotional attachment to the bag, and I was travelling alone and I knew it was going to be a nuisance.
“The bag came off and I looked inside and all of my things in there had been damaged as well. There wasn’t a single piece of clothing or toiletries that wasn’t somehow destroyed. There was a fire-burning smell and it was ashy.
“It smelt like literal fire. It either had holes in it or was burned completely through. It was the weirdest thing. It looks like it has been put through a shredder.
“I didn’t know what to do with the bag, I couldn’t even carry it [properly] because it was in pieces so I was carrying it like it was a baby. I actually thought that it had been run over by the wheel of the plane because it was that bad. I never found out what happened to it, and I’m desperate to know.”
Ms Lim has tried to seek support from the EasyJet help desk in Tenerife South but claims there was no-one there. She has since submitted a claim for £400 through the EasyJet website. Ms Lim said she was able to replace some of her missing essentials, but is unable to replace them all as she can’t afford to do so.
She has been left angered by how long it has taken for action to be taken, it has been nearly three weeks since she logged her claim. Ms Lim added that she “didn’t feel supported at all” by the airline.
An EasyJet spokesperson said: “We are very sorry for the damage caused to Ms Lim’s bag during transit and for her experience on arrival at Tenerife.
“We know how crucial it is for customers to feel confident that their items are well cared for when travelling with us and so we are urgently investigating this with our ground handling partners in London Gatwick and Tenerife.
“On the rare occasion a bag is damaged we advise customers to submit a claim for their damaged bag and so we are in touch with Ms Lim to confirm that her claim is being processed and provide a gesture of goodwill to apologise for the inconvenience caused.”
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