[Resolved]  Emirates — Checked in baggage - delayed

Resent:


My name is Mohamed Asif. I travelled Doha-Dubai (EK844), Dubai-Bangalore (EK568) on Emirates Airlines on 4th December 2008. Arrived Bangalore on the 5th December. I had a checked in baggage with me from Doha. I didn't receive this baggage in Bangalore. One Emirates employee Mr. Globy was there at the airport, and told me to raise a complaint (PIR) and I did so. It was early morning around 4:00 am on the 5th December. Mr. Globy had verbally assured me that he would be in touch with me with regard to the missing baggage till it is delivered at my door in Kerala (around 500 kms from Bangalore). He had shown me two telephone numbers on the PIR to follow up the matter.

Now it is 6:20 pm 8th December 2008, 87 hours since I landed in India, I have not received my baggage.

I started calling the numbers on the PIR since 6:00 a.m on the 6th December, and the stock reply I used to get from the personnel attending this call was that "sir the baggage is being traced, we are not Emirates staff, we are just handlers...". On the 6th evening I used my overseas contacts and within half an hour of passing the information, my baggage was traced in Dubai and was sent to Bangalore by the next flight, which I believe, arrived Bangalore in the early hours on the 7th December.

The handling staff at Bangalore was not aware of this till I called them around 7:00 am on the 7th. When they came to know about the arrival of my baggage, they told me that the baggage would be sent to Calicut Airport (my nearest airport) by noon on the 7th (these knowledgable people were not aware that there is no flight to Calicut from Bangalore) after the formalities. Mr. Globy's assurance was that the baggage would be delivered to my home.

When I followed up this in the afternoon on the 7th their reply was that there is an issue with the customs, and once it is cleared they would send back the baggage to Dubai by EK569 instead of sending it to Calicut as there are no flights to Calicut from Bangalore, and will subsequently be sent to Calicut from Dubai by EK562, and I should collect it from there. They had given me the new tag number as well.

Now they have stopped answering my phone calls, so that I had to use some different numbers to get in touch with them. In the meantime, I received a call from the agent asking me to send an email to a Bangalore address addressed to the Asst. Commissioner of Customs, to release the baggage from the customs.

In brief, I am still to get the baggage.

This, of course, constitutes breach of contract and deficiency in service, which I shall have to bring before a Consumer Forum in Kerala to get remedy.

My email id is [protected]@gmail.com