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Baggage Problems
COMPLAINT: Damaged Bags and no compensation

 
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Old Feb 24, 2017, 1:24 AM
yvonne pledger yvonne pledger is offline
 
Join Date: Feb 2017
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I expect luggage to be damaged by accident from time to time and has had it happen to me but to receive your luggage with HUGE slices from a knife in many places is NOT acceptable and then to have someone from customer service reply through a cut and paste response with no sympathy to original complaint and to only focus on the days is beyond my comprehension. Emirates you are great in the air but after the flight you DO NOT care about your customers!!!

Please read my two emails and the ‘same’ responses from customer service.

Hi there I am hoping you can assist me in providing information on what to do about our luggage that was cut open in several places on our flight from Johannesburg to Guangzhou China on February 4th. My husband Mike, daughter Jia Mae and I had our two pieces of checked luggage shrink wrapped in Johannesburg and when we arrived in Guangzhou one of the pieces had the wrap already removed. On closer inspection we could see who ever cut the wrap off also cut the luggage in several places. They are very deep cuts in the luggage and superficial slices all over. Pictures are included.

Dear Mrs Pledger,

Thank you for taking the time and trouble to detail your concerns in your email message submitted through our online portal.
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I am concerned to learn that your checked-in bag had sustained damage upon your arrival at Guangzhou.
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I wish to advise you that your claim is governed by an International Treaty known as the Montreal Convention 1999, which has been ratified by the countries where you began and ended your journey.* The Montreal Convention is exclusive which means that it provides the only remedy available in these circumstances.
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In accordance with Article 31 of the Montreal Convention, in the case of damage to checked-in bags, the passenger must lodge a written complaint with the carrier immediately after the discovery of the damage, and at the latest within seven days from the date of receipt of the bag.
I note the date of your email message (13 February 2017), which is 9 days after you received your bag. Under the above circumstances, regrettably, we are unable to consider your claim.
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Thank you for allowing me to address your concerns.
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Yours sincerely,
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Amira Alyammahi

Hi Amira- I am actually shocked by the reply of no one wanting to assist us for the sake of two days. We did not know we only had 7 days to make the complaint.*

We arrived in China after a long journey with our two year old child. Helping her through settle with jet lag, going back to work for us etc took priority for a week. I meant to email you many times but the days slipped away.*

Having our luggage destroyed and then having this email sent saying sorry but we won't do anything is not the customer service I expected from Emirates. We are regular customers with Emirates but after this response I will be looking into other airlines for my long haul flights and I will be posting this on Facebook and social media.*

This is NOT right. Our luggage was sliced with a knife in many many places as shown in the pictures. This was not just a mishandled piece of luggage with one piece being broken but sliced and destroyed!!!

Regards,

Yvonne

Dear Mrs Pledger,

Thank you for your correspondence.
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Once again I am concerned to learn that your checked-in bag had sustained damage upon your arrival at Guangzhou.
*
that your claim is governed by an International Treaty known as the Montreal Convention 1999, which has been ratified by the country where you began and ended your journey.
*
In accordance with Article 31 of the Montreal Convention, in the case of damage to checked-in bags, the passenger must lodge a written complaint with the carrier, immediately after the discovery of the damage, and at the latest, within seven days from the date of the receipt of the bag. Since you did not report within the required time limit, we are unable to consider your claim.
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Thank you for allowing me to address your concerns.
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Yours sincerely,
*
Amira Alyammahi
Customer Affairs
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