Airsure Help - Feeling Sick & Very Worried!

[karen1964]

First post here and would appreciate help.

I sent an A5 envelope to the USA (NY) via Airsure - it was posted from the UK on Nov 1st 2011 - and it still has not reached the recipient. The UK tracking only shows that it has reached the US. The US authorities tell me they have no record of it entering the US and on their end it only says it is being prepared to leave the UK! I have phoned & emailed Royal Mail's customer services and was only able to get the container reference details and that it supposedly went to JFK Beyond that, they don't want to know.

The contents of this envelope were valuable and timely - and I am beyond sick about it. I insured it for the full £500 allowed and that won't even cover the costs that I am out of pocket. I've contact USPS and they put it down to Royal Mail, Royal Mail blames the USPS. Seems to go round in circles with no one taking responsibility or even looking for it.
The envelope had my return address on it - and there was an envelope inside the outer one that was fully addressed - so even if the outer had been damaged or something, surely it would find it's way to the recipient (I would hope).

2 weeks ago I submitted a claim to Royal Mail - after the required 25 days had gone by and have heard nothing back - not even a case reference number or that they acknowledge me sending it to them. What do I do?

Do I assume it went on a container via surface/sea mail or what? I wanted to send the item via Fed Ex, but it's being delivered to a family member's Post Office Box and the US post offices will not handle any courier deliveries only US mail - so I had no choice.

Can anyone offer me any hope at all? As I say, I feel sick and so worried.

[TrueBlueTerrier]

To be honest this needs looking at by specialists rather than an unofficial forum. I would highly recommend using Twitter and DM @RoyalMail - they are very proactive and have been getting good write ups in Customer Service reviews.

[karen1964]

Thanks for your reply.
I don't have a twitter acct - so who do I contact in an email and the actual address? (Sorry, I'm new to this)

[TrueBlueTerrier]

Thanks for your reply.
I don't have a twitter acct - so who do I contact in an email and the actual address? (Sorry, I'm new to this)

Unfortunately as far as I am aware there is no direct email address to Customer Services, or at least one that takes responsibility for all its queries beyond a generic one of customer.services@royalmail.com (and not even sure if that one works) . Twitter is really easy to use go to http://twitter.com/" onclick="window.open(this.href);return false; and fill in the blanks, you can use any email system even throwaway one.

[doorstepped]

I would sign up for a twitter account, its very easy to do and then contact @royalmail tomorrow, that way you will get real time help rather than help over email when someone reads it

@royalmail is their twitter account and they are very good at sorting things out as quick as possible

hope you get it sorted out :)

[karen1964]

Thank you! Twitter acct set up & I'll give it a go.

If anyone can chirp in about their own Airsure experiences to the USA, it would help. Has anyone had a delay like mine (we are talking 6 weeks now) and it still getting through? Please... give me some hope! Don't know whether to hold out for a miracle or what!

[Postman Plodd]

Cant tell you about airsure but i sent a garment to someone in the US and it took in excess of 2 months to arrive. I believe that was caused by an increase in security caused by explosive devices being sent via airmail.

[DGP1]

I know that the rules where changed after the last bomb scare, mail now has to go on courier flights as opposed to putting them on passenger aircraft.

[simmo11]

I work in online retail and this is an ongoing issue for us.

It was however worse this time last year when rumour had it that much 'airmail' to the USA was going by ship. I saw packets to the US take in excess of 8 weeks to arrive.

I believe the issues are ongoing but to a lesser degree. However, I think it is unfair of RM not to give special warning when selling its premium products (Airsure/International Signed For) when customers are purchasing this to the USA.

[karen1964]

Thanks everyone. I don't understand the hold up - it was an A5 envelope - not a box or parcel. I've since sent regular airmail letters to the same recipient and it took 4 days to get there! If those reading this can send out their good vibes that this item will reach my recipient ASAP - it would be appreciated. (Hey, I NEED all the help I can get at this point!) Will let you all know if/when it gets there.

[karen1964]

Still no sign of my Airsure envelope to the US. Did the Twitter post and got no answers from them. Appears to be well & truly lost! Makes me sick!

[Skoorb]

Hello,

If you're still having problems getting them to acknowledge your claim form, contact Customer Services either by calling 08457 740 740, using the form at http://www.royalmail.com/customer-servi ... delay-form" onclick="window.open(this.href);return false; or by writing to:
General Enquires: FREEPOST, 20 Turner Road, St Rollox Business & Retail Park, GLASGOW G21 1AA
Making very sure you clearly identify it as a "Stage 2 Complaint".

If you've already gone through the Stage 2 procedure, or have had enough with Customer Services, make a formal complaint to the Postal Review Panel using the following form:
http://www.royalmailgroup.com/regulatio ... aints-form" onclick="window.open(this.href);return false;

If that doesn't work you can take it to the Ombudsman.

Full details are at http://www.consumerfocus.org.uk/get-adv ... o-complain" onclick="window.open(this.href);return false;

Good luck!