Il Caravaggio International Airport — Local services in Orio al Serio

i have travelled to many airports in the world and never had an experience this bad before. when i arrived, it looked like a homeless shelter, people were sleeping all over the floor. i didn’t realise why until i found out that departures were ‘closed’. never seen anything like this in an airport. the one shop that was open, the woman didn’t speak english, this is very strange in an international airport. i had a bergamolynk pass for fast track so i followed the queues on the floor to go through security, and at this time, there is no one there and almost no staff. i went through security, and then upstairs, and me and several other passengers had to sit on the cold hard floor as there is nowhere to go and way to proceed, nothing was open nowhere to go. eventually a cafe opened and we all moved there. i proceeded through the next security, and passport control, only to see then that it was the gate. this whole time, there had been no signposting for baggage, i had no idea this was a point of no return, i have never seen this layout before. all the passengers were at the gate for my flight, but no ryanair staff. i asked a woman passing by who worked in the airport where i could check the luggage and she looked at me like i was insane. she rudely told me i needed to exit the entire airport and redo security or i wouldn’t be allowed on the flight. i was panicking, and rushed through, running through the airport, sweating. it was a maze to get through. i was asking multiple staff about a lift to go down with my suitcase, but they were downright rude and aggressive. i ended up dragging my suitcase through the stairs. exiting the airport eventually, reentering, just to be told i can’t check in (40 minutes before my flight, and i explained the situation, they told me the woman is wrong, and i could’ve simply paid extra to take my luggage on the flight. they refused to let me through, check in or board 40 minutes before, and i was sent to ticketing services. i begged for them to let me through, some assistance to make the flight. i was made to pay €100, more than the cost of my TWO original flights, and to a different city, as the next flight to my city is in 2 days. i was crying but no one seemed to have a heart. the arrogance and ignorance of this woman caused me to miss my flight after an already long transiting journey from romania, with no sleep at all. if i ever see a route with this airport again, i would actively avoid it, i would warn others about the poor signage, lack of staff, and...

What is the point of the Lost and Found service at an international airport when the so-called service is bogged down by bureaucracy and paperwork instead of providing fast assistance to travellers who are still at the airport and realise one of their bags is missing?

This was my experience on Monday, the 9th of June. I realised I had left my hand luggage (cabin bag) at one of the shops in the departures area while shopping. When I returned to the shop, I was told the bag had been found and that I should go to the Lost and Found desk. The receipt I have from the shop shows I left the bag behind at 12:22. Considering this is an airport with strict security measures, the security team should have immediately been notified and taken possession of the bag.

Luckily, my flight was delayed, giving me ample time to recover my cabin bag. However, when I went to the Lost and Found desk, my bag was not yet delivered there. And despite waiting at the Lost and Found desk until 4:30 PM — almost four hours after security had the bag — it never showed up, and I had to leave at the last minute to catch my flight.

Logically, security should have processed the bag quickly in coordination with the airport police and handed it over to Lost and Found. Instead, security held onto my bag for hours without taking action. Even after the very understanding and helpful ladies at the Lost and Found desk at Milan Bergamo Airport urged security that I was present and urgently needed the bag to catch my flight, the response was that paperwork needed to be completed.

So instead of solving the problem, they created more issues.

Although I filled out the online form as advised by the airport personnel and called the airport the next day, requesting an update so I could arrange courier pickup for my bag, and a couple more emails and follow-up calls, I have received no reply to date.

I am not only forced to pay hundreds of euros to retrieve my bag (simply because they failed to hand it over to me when I was physically present), but I am also being ignored. This is despite informing them that my sleep apnea mouth guard, which I urgently need for health reasons, is inside the bag.

Bureaucracy versus logic and practicality. So far, after two days, bureaucracy has prevailed, and I am still...

I had the most traumatic experience going through Bergamo with the "assistance" It was really horrible and I will never fly through there again. A very short-tempered woman picked me and my husband up from the plane from Málaga. She handed us over to the section to wait. No one was polite or friendly. There was one horrible woman who had to transfer myself and 3 other passengers through security to catch the connecting flight to Tirana. Luckily my husband and the wife of one of the other passengers were there to help and pushed us, whilst the "assistant" yelled and berated us in Italian to the point where I was in tears and asked someone who spoke English to please translate and to tell her to stop being so mean. She pushed my husband through then shouted at me because I was too slow getting my cardigan off. I couldn't reach the trays from my wheelchair and she shouted at me for not putting my bag in the tray, but I couldn't reach and she'd gotten rid of my husband. She snatched the things from me and I was so flustered that I forgot my walking stick which was in the bag on the back of my chair. She shouted at me again. The rest is a blur because I was having a panic attack. She treated the other passengers the same way. Then she took us to the waiting room and forced my husband and the wife of the male passenger to leave and board on their own. My husband tried to argue, he tried to get their names (by this point there was another lady there) but they refused to listen and made him leave. For him, he boarded the plane then panicked because the plane was full and I still wasn't there. The steward tried to get him to sit down, but he refused because he was frightened the plane would take off without me. For me, I was eventually taken through, with the 3 other passengers in wheelchairs, by ONE man. He had to push 1 chair and pull another then leave us to fetch the other two. I felt frightened and vulnerable without my husband, and verbally abused...