[10203040]

I flew on Air Tahiti with my family (wife and 2 kids) on September 2008 on an international flight. We took with us a baby stroller (a new $357 stroller), and we were assured by the airline that it would be covered for any damage. When we arrived to our destination, the stroller was damaged. When we got back from our trip, the stroller was subjected to new damage and was not inoperable. I filed a baggage claim report at the airport upon arrival and was in touch with Air Tahiti baggage claim office a couple of days later. They stated that I should be compensated and that I need to submit receipt and damage report to a fax number in New York. I did that, but received a letter in the mail stating that stroller damage is not covered. I called customer service immediately and asked them if the stroller damages are compensated and they told me again as they have done before I traveled with them that “yes, strollers are covered for damage!” So one department keeps telling that I should be compensated and the other department keeps declining my requests. We are now in August 2009, almost a year after the incident and still no compensation or reimbursement of any kind. I called and asked to speak with the manager 4 times today and everytime I am told that the manager is “in a meeting” and he will call me back. No calls yet. Will post updates.

[justme]

In all of my experience, I have yet to find an airline that will cover strollers. I have always told everyone I know not to take expensive ($357) strollers while traveling by air. They are too fragile for the process. I always advise them to buy a cheap "travel stroller."

[10203040]

I wish that advice was given to me when I called Air Tahiti prior to travel. They told me it was fine to take a baby stroller and that it would be covered in case of damage. None of which were true.

[getoutthere]

Strollers that aren't in a hard case are not covered for anything. The tag they put on it with your signature actually waives them of any responsibility. Did you read it, or just initial it like almost everbody else? Remember what you're "told" is not the same as what is written down and signed.

[10203040]

This is exactly the fine print and gotcha tactics that disgusts airline travelers. Let us assume I was given something to sign or initial, which I do not recall at all, it is absurd for the employees of the airline to repeatedly assure me that my stuff (specifically the stroller in this case) would be just fine and will be reimbursed for any damage, and then give me a paper with a fine print that would say otherwise. What is the point of customer service if you can not believe or trust a single word they tell you. Maybe next time I should travel with my lawyer to scrutinize every statement they tell me and compare that with every piece of paper they hand out.
In my case, I know exactly what I was “told”. I have the name, phone number, date and time of my conversations with the various employees and what they told me. I can prove verbatim what was discussed and said. I also have and will have more information regarding this matter that I will be sharing on this forum and elsewhere at a later time.

In the mean time, I encourage any traveler who had any negative experience to share it and ignore the so called experts that are only here to serve their masters in the airline industry.

[10203040]

I flew on Air Tahiti with my family (wife and 2 kids) on September 2008 on an international flight. We took with us a baby stroller (a new $357 stroller), and we were assured by the airline that it would be covered for any damage. When we arrived to our destination, the stroller was damaged. When we got back from our trip, the stroller was subjected to new damage and was inoperable. I filed a baggage claim report at the airport upon arrival and was in touch with Air Tahiti baggage claim office a couple of days later. They stated that I should be compensated and that I need to submit receipt and damage report to a fax number in New York. I did that, but received a letter in the mail stating that stroller damage is not covered. I called customer service immediately and asked them if the stroller damages are compensated and they told me again as they have done before I traveled with them that “yes, strollers are covered for damage!” So one department keeps telling that I should be compensated and the other department keeps declining my requests. We are now in August 2009, almost a year after the incident and still no compensation or reimbursement of any kind. I called and asked to speak with the manager 4 times last week and everytime I am told that the manager is “in a meeting” and he will call me back. Will post updates.

[10203040]

Update:

Here’s the tragedy that is Air Tahiti’s customer service:

When I finally was able to contact one of the Air Tahiti managers in the El Segundo office in Los Angeles, the conversation went as follow:

- The manager was abrupt and rude from the start.
- When I began to explain the situation he threatened that he will simply hang up.
- He proceeded by saying that if we are going to take Air Tahiti to court, Air Tahiti would win. That was unexpected to say the least, especially that I made no mention of any courts. I called to explain the situation and he immediately started talking about who would win in case of litigation. He seemed to be on the defensive from the start and he surely was not providing a positive customer service experience.
- He then proceeded to lecturing me about what to do with my time and that I should be helping inner city children and doing public volunteering instead of wasting everyone's time!!!!
- He then stated that I was wasting everyone’s time
- He then started questioning my integrity by stating that he is a parent and he does not know of any stroller over $200. (essentially calling me a liar). When I told him I already provided the receipt proving cost of $357, he switched topic and went back about his recommendation that I do public service with inner city children.
- He stated that someone with common sense would not have traveled with a new stroller the way I did.
- He failed to realize the fact that asking for a refund that is due to me is not a waste my time. That is my right. Giving up that right is unacceptable to me and to any traveler. It seems that his policy is to have all travelers with complaints to simply go away by being bullied or ignored in hopes that the traveler would not "waste their time" collecting their rights and what they are owed.

His arrogance, condescending comments, bullying, unprofessional behavior and attitude are beyond the pale and inexcusable. If a manager behaves that way, what does that they about that Airline and their corporate culture. PATHETIC!!.

[PHXFlyer]

It seems to me the "we would win in litigation" posturing was almost a dare for you to do so. I would certainly pursue this in small claims court and see who prevails. Who knows, you just might get to meet Mr. "El Segundo" face to face!

[Silent Bob]

not to be an instigator, but that totally sounds like a dare that you should follow up. But did you happen to record the conversation? maybe you should call back and do a recording. Sorta like a "gotcha moment"

[10203040]

I have no need for the court. I contacted another manager (which apologized for the other clown’s behavior) and we settled the amount owed to me. This is now about this coward that sounded tough on the phone and his pathetic treatment of clients. My next step will be to expose this individual to every one in Air Tahiti and will take it from there.

[PHXFlyer]

Originally Posted by 10203040

I have no need for the court. I contacted another manager (which apologized for the other clown’s behavior) and we settled the amount owed to me. This is now about this coward that sounded tough on the phone and his pathetic treatment of clients. My next step will be to expose this individual to every one in Air Tahiti and will take it from there.

And just what purpose would that serve? Take your settlement and walk away.

[jimworcs]

It will make the Air Tahiti guy take some responsibility for his actions

[PHXFlyer]

Seems a bit vindictive to me. They were compensated for their loss and should move on.

[jimworcs]

They were compensated after he tried to rip them off. Just because he wasn't successful doesn't mean he should get away with it. On that principle, any shoplifter who gets caught should be let off.

[PHXFlyer]

Sorry Jim but I disagree and your analogy is flawed. This is more like a customer who sees a shoplifter, reports it to the store security, and then heckles the perp as he's taken from the store in handcuffs. This is a customer albeit an aggrieved customer but the other manager who finally resolved this issue is aware of the first manager's rudeness and unwillingness to help and the OP should just allow Air Tahiti to sort it all out. It's an internal matter between employer and employee. A statement like;

My next step will be to expose this individual to every one in Air Tahiti and will take it from there.

is just vindictive. Why this person would want to waste another minute of time just to exact a little personal revenge on this employee is beyond me. Perhaps the original manager was sort of right to point out this person's time would be better spent towards constructive pursuits like volunteerism. The statement also may be indicative of the OP's attitude when calling about the matter. Remember the manager did say he would terminate the phone call. I'm thinking now that perhaps he had a good reason for making that statement.

[jimworcs]

I prefer your analogy.. with one slight modification.....it is like the victim of a robbery reporting the thief to the police and then heckling the robber as he is taken away by the police. To be honest... I can't see that much wrong with it!!