[Resolved]  Kingfisher Airlines — Baggage handling

Address:

Pune, Maharashtra

I traveled from Pune to Delhi in flight IT 151 from Pune to Delhi on 10 May 2011. During this my baggage was badly damaged. After talking to ground staff they said they will give me claim but will take 3 days but unfortunately I had to travel to Hong Kong the same night and hence the I was unable to stay in Delhi for 3 days. The ground staff gave me an option to take the claim after I return from international trip and get the claim contacting the concern ground staff of Kingfisher Airlines after arriving in India and giving them the number of the filled claim form.
I started an email thread with Kingfisher Airlines customer care to get the details of the claim but customer care is showing no sign to give me the baggage claim.
Below are the email threads with the Kingfisher Airlines Customer care executive "Rahul"

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date Tue, Jun 21, 2011 at 9:21 PM
subject RE: IssueID : 373827 : Baggage Handling
mailed-by flykingfisher.com

Dear Mr. Rathod,

Thank you for your email to us dated 20 June 2011 and for taking the time to fill in a Feedback Form on your flight IT 151 from Pune to Delhi on 10 May 2011. We apologise for the delay in our response.

We note your disappointment with the handling of your baggage when you flew with us. At Kingfisher Airlines, we attach a great deal of importance to the efficient and careful handling of guest belongings and regret that this was apparently not your experience on this occasion. We thank you for your feedback and have shared the same with the team.

While, we do our best to ensure that guest baggage is handled efficiently; we would however like to state here that in the course of normal handling, luggage may endure minor scratches or dents which are a part of wear and tear. To address such issues, we have a system in place at the arrivals counter where a Property Irregularity Report (PIR) can be raised; based on the PIR filed, our team will assess the situation and resolve the same as per set guidelines. We understand that the bag was evaluated which endured normal wear and tear. We would like to inform you that like all major airlines, we do not accept liability for conditions that result from normal wear and tear. We have shared your feedback with the concerned Guest Services team and assure you that we are reviewing our baggage handling procedures to eliminate the possibility of recurrence of such instances, so that guests enjoy the seamless service that is the hallmark of Kingfisher Airlines.

We apologise for any disappointment caused and hope you will give us the opportunity of welcoming you on-board Kingfisher Airlines.

Best Regards,

Rahul Shewale
Guest Commitment
Kingfisher Airlines

[protected][protected]
to [protected]@flykingfisher.com
date Thu, Jun 23, 2011 at 12:44 AM
subject Re: IssueID : 373827 : Baggage Handling
mailed-by gmail.com

Hi Rahul,

Thanks for sharing the information related to luggage handling.
For you and your team below are the points discussed with the PIR team at Delhi Airport.

1. My Luggage (American Tourister) is damaged badly.
2. My Luggage was checked thoroughly by the Kingfisher Representative.
3. After thorough evaluation the decision was taken to give me claim for the luggage.
4. I was asked whether I will be staying in Delhi for min. 3 days if so then they will provide the solution for damage.
5. I was traveling to Taiwan the very same night and hence I didn't opt for that solution.
6. Next, I was asked to fill the form to write the grievance for the luggage and take the number (066303)
7. After filling the form they said that when I will come back in India (i.e. in Mumbai) I will be getting the claim for the luggage by just stating the number filled in the form. I was happy to get a satisfactory answere.
8. After receiving the information I left the airport and KF counter.

Now, after keeping faith in your team member communication and after sending a reminder email I here from you that it was a minor damage and it will not be taken care. Its just very strange to here conflicting statement from two different teams.

If you think my luggage was having normal wear and tear, hence I am attaching pics of my luggage with the email for getting more better picture on the situation of my luggage.

I hope this email will add some more light to the problem to be get it solved.

Thanks & Regards,
Gaurav Rathod
[protected][protected][protected]
date Tue, Jun 28, 2011 at 9:15 PM
subject RE: IssueID : 373827 : Baggage Handling
mailed-by flykingfisher.com


Dear Mr. Rathod,

Thank you for your further email to us. We apologise for the delay in our response.

With regards to your feedback, we would like to inform you that your comments have been forwarded to the concerned team and the matter is currently being looked into.

We would request you to give us some time and we will revert to you soon.

Best Regards,

Rahul Shewale
Guest Commitment
Kingfisher Airlines

[protected][protected][protected]
date Fri, Jul 1, 2011 at 9:27 PM
subject RE: IssueID : 373827 : Baggage Handling
mailed-by flykingfisher.com


Dear Mr. Rathod,

Thank you for your further email to us. We apologise for the delay in our response.

We regret your continued disappointment with the handling of your baggage when you flew with us. While, we do our best to ensure that guest baggage is handled efficiently; we would however like to state here that in the course of normal handling, luggage may endure minor scratches or dents which are a part of wear and tear. We have had re-investigated the matter and have been informed that the bag was evaluated by the Airport Staff which endured normal wear and tear and also note that the same was informed to you by the staff. In context to the same, we would like to reiterate to your that like all major airlines, we do not accept liability for conditions that result from normal wear and tear.

While we do appreciate your sentiments; we regret that we would be unable to comply with your request for any compensation. In doing so, you can be certain that no discourtesy is intended. We can also assure you that we abide to the Conditions of Carriage which are also recorded on our website www.flykingfisher.com

We apologize once again for the disappointment caused and we hope you will give us the opportunity to regain your trust in us.
- Hide quoted text -

Best Regards,

Rahul Shewale
Guest Commitment
Kingfisher Airlines
[protected][protected]----
date Sat, Jul 2, 2011 at 7:43 PM
subject Re: IssueID : 373827 : Baggage Handling
mailed-by gmail.com


Hi Rahul,

I have looked into your email and am trying to understand why there is a contradiction in the statement of the team giving me support now in email and the team who evaluated my luggage at the Delhi Airport.

If those personals had given me a statement that "If I stay in Delhi for 3 days then they will compensate my luggage", What do you mean by this statement?

Secondly in your email you said "luggage has endured minor scratches or dents which are part of normal wear and tear".
If you and your team have looked at the photographs sent in previous email and your ground staff which has already seen the luggage in person at airport then my question is "Do you think that is a normal wear and tear of the luggage".

Third point to state, I have very specifically written in the previous email the conversation happened between me and your Airport ground staff that they will compensate if I am in Delhi for 3 days or I will get compensation after I reach India in Mumbai after 3 months of my International Business Visit. My question here is why was I said the above lines by your ground staff that time and now you say that the information falls in non-compensation claim.

At one hand ground staff team was ready to give the compensation and now you say they informed me it was normal how is that possible.

So would like you and your team to revisit the claim procedure and do let me know what are the end result.
Along with the result for my records can you give me your terms and condition for compensation where in I can distinguish between normal wear and tear of a luggage and not normal wear and tear of the luggage. So that I can compare with my luggage in which category it falls.


Expecting a better co-operation on the situation.

Thanks & Regards,
Gaurav Rathod
[protected][protected]-----
date Tue, Jul 5, 2011 at 11:39 PM
subject RE: IssueID : 373827 : Baggage Handling
mailed-by flykingfisher.com


Dear Mr. Rathod,

Thank you for your further email to us dated 02 July 2011.

We acknowledge the receipt of the details and would like to assure you that your case has been forwarded to the concerned team and the matter is currently being looked into.

We request you to give us some time to revert to you.

Best Regards,

Rahul Shewale
Guest Commitment
Kingfisher Airlines
[protected][protected][protected][protected]
date Sun, Jul 10, 2011 at 9:30 PM
subject RE: IssueID : 373827 : Baggage Handling


Dear Mr. Rathod,
Thank you for your further correspondence to us. We do apologise for the delay in our response.
With regards to your email, we have re-investigated the matter with the concerned airport and have been informed that the bag was evaluated which endured normal wear and tear and also note that a feedback form was filled for the same. We would like to inform you that like all major airlines, we do not accept liability for conditions that result from normal wear and tear. We do regret if you felt misinformed and upset with the handling of the entire situation. Please accept our apologies for the inconvenience caused to you on this occasion.
In case you have any relevant documents to this effect issued by the airport, then you may provide us with a scanned copy to enable us to investigate accordingly. In the absence of any such documentation, we can only reiterate that we would be unable to accede to your request for any compensation. In doing so, you can be certain that we mean no discourtesy.
We look forward to being of assistance to you.
- Hide quoted text -

Best regards,
Rahul Shewale
Guest Commitment
Kingfisher Airlines


I hope this email is read by senior executives of Kingfisher Airlines and a proper action is taken for my complaint.

Waiting for your response.
Gaurav Rathod