A Scots Aer Lingus passenger says she's been put "through hell" trying to get compensation from the airline after they lost her luggage on a trip to Dublin.
Lindsay Crawford had to fork out £300 on emergency clothes and supplies when her suitcase disappeared during a holiday from Edinburgh to Ireland on March 11.
The 38-year-old claims when she arrived in Dublin and was informed her luggage was missing, an Aer Lingus employee told her 'just go to Primark'.
She has spent more than three months trying to get compensation from the airline to replace her missing belongings worth £1600 and labelled their compensation policy a "total joke".
Finally this week Aer Lingus have confirmed they will pay out.
But Lindsay says the amount the airline offered does not cover the entire cost of her lost luggage or the £300 she spent for emergency clothing and supplies in Dublin.
Lindsay, who lives in Edinburgh, told the Record: "I have been going through hell with Aer Lingus. I have been waiting since March for my luggage to be found but it's lost.
"When I arrived in Dublin with my boyfriend Andrew, I was told my suitcase wasn't there.
"There was only computer system there to make a claim and when I eventually managed to find someone, the representative's reply was, 'just go to Primark'!
"When we got to the hotel I received confusing calls. They were saying they'd found my luggage and then the next minute they were still tracing it.
"It never did turn up so I had to spend a lot of money getting clothes, underwear, toiletries as I had nothing. It completely ruined the whole weekend".
When Lindsay arrived back in Edinburgh, she submitted a claim with all the items that had been lost in her suitcase, but Aer Lingus said they would need proof of purchase.
Lindsay continued: "They were refusing to compensate me without any receipts. I didn't have receipts for my clothes I bought a year or two ago - who does?
"It's completely unreasonable to ask customers to provide that.
"There was no one to call or email, everything is just done through a form. I left my phone number numerous times but I never heard anything.
"I received one email telling me they’d only reimburse half of my case contents if I provided receipts or itemised bank statements!
"I spent hours going through my old bank statements trying to find all my items. It eventually totalled to £1600.
"This week they confirmed they would compensate me but it's capped at £1387. I won't get a penny back for having to spend £300 on emergency clothes and toiletries.
"I've had to fight for this compensation and I genuinely believe they think people will just get bored of trying and give up.
"It's just awful customer service when it's their fault that your luggage is lost in the first place."
An Aer Lingus spokesperson said: "Regrettably, in this instance we have been unable to locate Ms Crawford’s baggage and we sincerely apologise for the inconvenience caused.
"Maximum liability under the Montreal Convention has been offered (£1,387) and any outstanding costs incurred would need to be submitted to Ms Crawford’s travel insurance provider.
"On this occasion as a gesture of goodwill we will also issue a travel voucher for the value of £150 for use towards future flights."
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