Air France Complaint - Disrespectful Treatment And Negligence
On June 25ft, I traveled to Milan with KLM, although I acquired the ticket with Air France. Upon my arrival, my luggage was missing, reason for which I filed a missing luggage complaint at Malpensa Airport. The luggage was returned the following day.
The handle was broken, the case was ripped, there were two dents near the wheels, and above all, there were three holes practiced with a drill, into the case.
I went into the web-page of AF and tried to get indications as to how to solve the problem. I tried to fill in a complaint on line, but it would not take my e-mail address. I called the 800 number destined to Latin America but after calling about thirty times, it was clear that this would not work. I called Customer Service and was told that I had 7 days to file a complaint and that due to my boarding in the Americas, I needed to insist on the 800 CS number in Mexico. There was never an answer. Seeing that it was useless to insist, I sent faxes to the Baggage Claims Office of KLM and AF. I never got answers from them even when I would speak to agents, ask for a fax number, send the fax and call again to see if it was received ok.
Both companies claimed that it was the other company’s responsibility.
On my fourth day I traveled to Spain and left the matter on my wife. Again, she sent the faxes to different offices and spoke to several Customer Service agents.
Basically the same contradicting information was given to her. Finally I decided to call some local offices in Milan and surroundings. I was able to speak to Mrs. AMARI at 21899208 and explain my problem and frustration. She showed her self very condescending and, although she could not do anything, she gave me a number of [snip].
I called Mr. Prancis and he told me that a case was open and instructed me to take the luggage to Valigeria Canevari snc, situated in Via Pecchio N°1, tel. 02 29405888, evaluate the luggage and, once I returned to Costa Rica, present all the documentation at the agency where I got my ticket. The store produced a document that states that the luggage is no reparable and the replacement would cost two hundred and fifteen euro.
As instructed I presented the originals to the AF – KLM office in San José. I asked them to stamp “received” on a set of copies, which they did. I was told that it would take between 1 and 3 months to get a reply.
On August 21st, I got an answer from a “Mr. Maxime LECLAIRE Encargado del Servicio de Atención al Cliente”.
In his letter he told me that “despite the fact that the case filing time was over, and there was no invoice, they offered me US$150 for damages and that an agent from the accounting department would get in touch with me”.
Last week I was contacted by Mr. Madrigal from AF and advised to go and pick up the check. I had already written to Mr. Leclare at firstname.lastname@example.org, informing him that I was not in agreement with their decision since it was not enough to replace the luggage.
I sent again the same mail to Mr. Madrigal at email@example.com
To this day, no response has arrived.