- Posted August 28, 2013 by
This iReport is part of an assignment:
100 Ways to Travel Better: Your tips
Big airline company running away from responsibility
I am writing to you about my case with my lost luggage, because maybe you will learn useful things from this experience.
My luggage was lost for one month by SAS Airlines. It was damaged, I had missing things from it, and they don't want to reimburse me properly.
I am a student from Romania and I am doing an internship in Aalborg, Denmark. I have arrived in Aalborg at the end of June (27th, 2013), but my luggage was lost. The company responsible for that was SAS Airlines.
After two days, I went at the airport to see if there is any news, but they didn’t had any. In that moment, they told me that I can make unlimited expenses, reasonably, to cover my needs (and they gave me a file where this is written).
I bought clothes, progressively, because the days were passing and there were no news about my luggage. Finally, on 26th of July (after one month), I went to the airport to speak with somebody directly, because on the phone I was getting the same negative response. I have to say that I was making a medical treatment, and I couldn’t take it because the medicines were in the luggage. I went to a doctor in Aalborg, but that medicine is not commercialized in Denmark.
At the airport, I got the same response from the SAS Office, but on my way out, I had the inspiration to go to a Turkish Airlines Office (because I had travelled with them until Copenhagen). It was incredible, but after 20 minutes, they had found the luggage: it was in the Cargo area of the airport, since 14 July.
I went back to the SAS Office to ask them how come they didn’t announced me? In that moment I observed that there was a big hole in the lateral of my luggage (I have attached pictures). I asked them to make me a report, to signal this, which they made and also they gave me a new luggage. At home, I realized that there were missing objects from my luggage. There was missing a file in which I had my bank account contract and a bag with cosmetics. I have to mention that I didn’t had any insurance for the luggage.
In the month without my luggage, I had spent almost 750 euro’s, buying clothes. I bought clothes suitable for the office, because my internship takes place into an international office. I bought the clothes not from a central market, but from a market outside the town (not to be expensive) but anyway, in Denmark the prices are high.
Even before I found my luggage, I have already sent to SAS the receipts with my expenses, because I imagined that it could take a while to receive reimbursement. The only way you can contact this service from them is through email. I received an answer from them 2 weeks later, although I sent them 3 emails to demand my reimbursement. Their answer after 2 weeks, was that they cannot open the receipts, although it were in a standard PDF format. I have sent them again the receipts, and after one week later I got the same response. After another week, they managed to open them. It took some days, and then they told me that they will give me only 50% of my expenses.
In my emails to them, (around 40) I have explained that my internship is unpaid and that I was paid with an EU Grant, which was supposed to cover the expenses for 3 months, for accommodation, transport and food. Receiving 50% meant that I must sacrifice money from the accommodation, transport or food budget. I also, told them that my money were already finishing and I don’t have any more food. Their answer was that they will only give me 50%, and if I take them, I accept not to receive any other reimbursement.
I also tried to contact the customer protection, here in Aalborg, but they have a poor service. Every time I called, they didn’t speak English and they work only 2 hours per day.
I refused, so in the last couple of days I am barely eating something.
In my last email, I have told them that if they don’t solve my problem, I will make this case public. They didn’t had any response.
So, in conclusion, they have lost my luggage for one month, I went to the airport to find it, they didn’t announced me about it. The luggage was damaged and I had missing objects from it.
Also, during that month, I was unable to take my medicines, prescribed to be taken everyday, for 6 months. Also, it took them another month to tell me that I only be reimbursed with 50%.
If it’s possible to publish this case, maybe the public opinion will find out and people will be more responsible.
I have contacted my embassy few days ago, and I am waiting for them to do something.
Thank very much for reading this and sorry for the long exposure, but I wanted to include all the details.
If you want, I can send you my entire email conversation with them. I can make it public.
Thank you again.
You can contact me anytime.
T: (+45) 52 73 16 64
|This iReport is part of an assignment that we created with Travel + Leisure: 100 Ways to Travel Better: Your tips|