[Paulomi]

Following an unpleasant flight where Kenya Airways messed up my booking I arrive in Nairobi from London on 25th of December 2011 only to discover that my 10 week old baby’s push chair had been damaged during handling by the KQ ground staff. Upon complaining I am nonchalantly offered USD10 to fix the pushchair in Kenya. Explaining that the pushchair could only be repaired by a dealer authorised by the manufacturer I order to secure the warranty on it. The KQ personnel on shift explains he is not authorised to digress from the protocol of offering financial compensation for repair.As such he informs me that the matter has been referred to the Insurance department to call the next course of action and I would be contacted accordingly. I was made to sign a baggage claim form and provided a damage report that I deemed as an official record of the incident.
With no response from them I take it upon myself to contact them but to no avail. About 8 days later I get a phone call from KQ asking me to collect the pushchair which has now been repaired. Needless to say I was not only surprised but very angry with KQ for tampering with my belonging without my authorisation. And by doing so the the warranty on the pushchair compromised.

On complaining I am passed on from one to another only to be told that they are not liable for the consequences of the repair. The KQ personnel dealing with my complaint at the airport explains he didnt recall our discussion and agreement and then changes his mind and goes on to lie that I instructed him to refer the pushchair for repair. Surely why would a passenger risk leaving a valuable item in the care of an airline that damaged it in the first place? why the pushchair was left with KQ rather than returned to passenger with the monetary compensation as per KQ procedures? What was preventing the passenger from having it repaired themselves? KQ refuse to comment on this.

It has been eight weeks now and I continue to seek for a fair outcome. However the matter has been dismissed without any compensation and acknowledgment of violated warranty. Moreover KQ refuse to comment on the negligence of their staff that has led to these consequences. As of this wasn't enough they now pass the buck to the passenger for not having in writing that I had NOT authorised the repair! Surely how was I suppose to do that after a long flight with an infant in my arms? In spite of their legal obligations to compensate for damage of baggage in their care KQ have now denied any wrongdoing and demanded that I either accept the pushchair or it would be disposed off. I have written several emails to the customer care department including the office of the CEO in the hope that someone will intervene and I will someday get justice. I continue to wait!

[jimworcs]

Why did you leave the chair? I would have filed the report, then taken the chair to an authorised dealer to repair. This way your warranty was intact and you could quantify your losses/damages. If the repair has been done, what can they do? The problem has been rectified. I would collect the chair, get the authorised dealer to check it. If the repair is unsatisfactory, you have a claim to put it right. Do not leave the chair with them and do not sign any paperwork which says you have accepted the repair. You may have to sign a paper stating you have collected it however.