In November, a shocking realization struck me one morning when I attempted to retrieve the key for my 2017 Range Rover Vogue. I had neglected to place it in the signal-blocking box the previous night, and to my dismay, I discovered the car was missing from the driveway. With the keys at home, it became clear that my vehicle must have been stolen through the keyless entry method. I promptly reported the theft to the police, and within 90 minutes, they informed me that my car had been found abandoned just two miles away, its engine immobilized due to the absence of the key inside the vehicle.

Following the recovery, the police took my vehicle for forensic examination, and by December, it was sent to the Marshall Land Rover garage in Peterborough for a new ignition module installation. I opted not to file an insurance claim to avoid compromising my no-claims discount, and thus assumed the repair costs myself, estimated at £1,800.

Despite the garage having possession of my car since December, I was left in the dark regarding repair progress after a six-month wait. Meanwhile, I incurred rental car expenses, amounting to £780 monthly, as I relied on my vehicle for daily transportation, with no inquiries from the garage about my predicament.

Expert Response

It is distressing to realize that your vehicle was stolen while you rested at home. Such incidents extend beyond mere material loss, leading to profound emotional strain for many victims.

Statistics reveal that in the previous year, 135,526 vehicles were reported stolen in the UK, marking the highest figure in a decade, as reported by the Office for National Statistics. The vulnerability of keyless start features has facilitated an uptick in such thefts, with criminals employing relay devices to capture and transmit key signals, enabling them to steal cars easily.

Jaguar Land Rover (JLR) explained that my vehicle’s 2017 production date predates the installation of advanced ultra-wideband technology, which has been a standard feature in models released since 2018. This new tech has reportedly eliminated reported thefts via relay attacks in newer vehicles.

While this information might reassure recent car owners, it did not provide relief in my situation, as I was eager to retrieve my car and receive a timeline from the garage. Notably, there was a six-week delay in receiving necessary parts, yet they arrived in January without my vehicle seeing repair progress until after I contacted both JLR and Marshall Motor Group. Remarkably, a new ignition module was installed shortly after those inquiries.

When questioning the substantial repair delays, Marshall declined to comment, while JLR acknowledged the inconvenience I had faced during the protracted waiting period. They expressed commitment to alleviating the situation and promised to compensate me for the associated challenges.

A representative from JLR reached out, transforming a frustrating experience into a more positive interaction. The company agreed to cover the repair costs and offered a year of complimentary Land Rover digital subscriptions, allowing me remote access to monitor my car.

However, further complications arose as the engine developed an issue during the prolonged stay at the garage, with additional details regarding the malfunction remaining unclear. Understandably, the car required a new battery due to inactivity. Fortunately, both companies collaborated to address these issues without any charges, and I finally regained possession of my vehicle at the end of September.

I expressed immense gratitude upon receiving my car back, feeling relieved and thankful for the support received.

Disruptive Experience with easyJet over Incorrect Car Seat Policy

My experience with easyJet was equally distressing when I attempted to board a flight with my two-month-old baby and 22-month-old toddler. Residing in the U.S., my family and I were visiting the UK for six weeks. After spending two weeks in St Albans, we planned to fly to Jersey to reunite with family.

Considering ferry options were limited and lengthy, we decided flying from Luton would be the quickest route. Following a call to easyJet when booking, I was informed that I could travel alone with my children as long as I secured a seat for my toddler and brought a compliant car seat.

Upon arriving at Luton, check-in staff confirmed my preparations were in line with policy. However, trouble arose at the gate when the crew refused to let us board, claiming the car seat lacked adequate padding, despite it being a standard model without previous indication of such requirements from the airline.

The incident left me feeling unsupported, ultimately necessitating my husband to return an hour into his drive to Portsmouth to retrieve us in order to board the ferry. This resulted in missed ferry reservations and the loss of our £112 flight cost, alongside additional hotel expenses and unauthorized nights in Jersey.

I have reached out to easyJet numerous times to request reimbursement, only to be told that my situation did not warrant compensation since it wasn’t due to operational or commercial issues.

Expert Response

I was appalled that easyJet left you stranded while traveling with young children. The lack of communication about the need for extra padding in the car seat when booking was concerning, and this requirement was not mentioned on the airline’s website either. It raises questions about staff protocols in dealing with equipment reviews during check-in.

After my intervention, easyJet acknowledged the car seat’s compliance and expressed regret over the misunderstanding that led to your boarding denial. The airline committed to reviewing their policies to prevent future occurrences.

In light of their acknowledgment of fault, easyJet will reimburse you for the additional travel expenses and compensate you, offering each traveler £220, totaling £660. We hope to finalize details regarding any goodwill offering soon, and I appreciate your patience during this process.

You expressed sincere gratitude for the assistance provided, stating: “Thank you so much for the time and effort you have put into this.”
Jill Insley is currently away.