Theft of personal items from checked-in baggage on Air France
Written: Jan 09 '07
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Product Rating:
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Pros: None
Cons: Pathetic Customer Service
The Bottom Line: Pathetic Customer Service
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We traveled on Air France from Newark, USA to New Delhi, India via Paris, France on 10-Dec-2006. We were two adults and two kids and checked-in 5 pieces of baggage. We had checked-in more than 3 hours before the scheduled departure of the flight from Newark, USA and we had a 2 hour layover in Paris, France.
On landing in New Delhi, we waited for more than an hour for our luggage. At approximately 1:00 AM, the Air France ground staff confirmed that 1 out of the 5 pieces of our checked-in luggage was stuck in transit and did not make it New Delhi. They asked us to fill missing baggage forms. One of Air France ground staff was a tall fair Sikh man (on duty). We told him that there was a digital camera and a digital camcorder inside the bag. He told us that he will take personal care to ensure that the baggage will be delivered to our temporary address in New Delhi. He also warned us against specifying any monetary value or else, the baggage will be stuck in customs and Air France will not be able to deliver the bag to us. We had plans to
embark on onward trips within India, and did not want to be stuck in New Delhi. (In hind sight, we feel that it was our mistake to have trusted an Air France representative, who most likely is part of this racket to steal personal items from customer baggage).
We received our bags at our temporary address at 6:00 AM on 12-Dec-2006. The bag was plastic wrapped and tied, but to our shock, the baggage did not have the two things that we mentioned to the Air France ground staff, our digital camera and our digital camcorder! We are shocked. How can this happen with a reputed international carrier like Air France? We called the telephone numbers of Air France Baggage Services number in New Delhi, and spoke to a representative called "Mohit" who said that he could not help us and transferred the call to "Henna". Ms. Henna told that us that she cannot help us, neither will
she transfer our call to the person who can help us. She warned us that she will put us on hold and no one will answer the call for the full day. And lastly, despite our plea to connect to a more senior and responsible member of Air France, she had the audacity to disconnect the call. She seemed to convey that this is a routine incident and
there is no recourse for us other than to report the matter and forget about our missing items. It leads us to believe that the Air France grounds staff seems to be involved in a racket of sorts to steal precious items from customer bags. Or, how else can one explain that the very items we mentioned to the Air France ground staff are the
only items missing from our bags on delivery.
We appeal to the offices in New Delhi to return us back our missing items, and if we do not receive it back within 24 hours, we will continue to pursue this case through other public channels.
We check-in our luggage with the expectation that Air France will take care of the customer baggage. If the baggage is lost or delayed, they will execute on their responsibility to trace the baggage and safely delivery it to the customer. On the contrary, we had to face delays, rude customer service representatives and theft of our valuable items. We expect Air France to conduct a thorough inquiry into the incident and return our missing items back to us.
Recommended:
No
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Epinions.com ID:
disgcustomer
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Reviews written: 1
Trusted by: 0 members
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