1time Airline Complaint
 SUPPLIER |
1time Airline |
 INDUSTRY |
Air Travel |
| BRANCH / AREA | Cape Town International | COUNTRY | South Africa |
| TIME / DATE | 17:27 Tue 10 Jan | PERSON RESPONSIBLE | |
| CUSTOMER | Erica Viljoen | View all reports by user |
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| PROBLEM | Damaged Goods |
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| INCIDENT | Sun 18 Dec | ||
| HEADLINE | DAMAGED SUITCASE - UNREALISTIC REPAIR CONDITIONS |
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On 18 Dec 2011, after taking our suitcases from the conveyor belt, we saw that one of our suitcases were torn/ripped open at the bottom (2 separate places) because some personal things fell to the floor after we lifted the suitcase from the conveyor belt. We immediately went to 1Time's Complaints Dept on Cape Town Int Airport. We were told that we either had to produce the invoice of our brand new suitcase, or have it repaired in Jhburg while we were on holiday. The temp suitcase they offered were not big enough and I decided to keep the suitcase and pursue this matter once we arrived back home. Various emails further and no agreement could be reached. 1Time expects me to deliver the suitcase at the Durban Airport but are, however, willing to have it delivered to my home once it's been repaired?? I refuse to drive such a distance on my own expense. All I expect is that they arrange for collection at my home, repair it and have it delivered to my home again. Is this a ridiculous request?? We are frequent flyers with 1Time , but if this matter is not solved to my satisfaction, I will NEVER book a 1Time flight again AND I will take this matter to the Consumer Council. |
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| SUPPLIER'S RESPONSE | 1time Airline | Time and Date | 08:49:22 | Wed 11 Jan 12 |
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Hello Erica Viljoen, Thank you for posting your comments. Numerous 1time staff have tried to accommodate you regarding your baggage. We have provided you with alternative options, however you have elected to not make use of either option. We have set internal procedures in place that requires the bag to be dropped off at the airport in order for our staff to do a full assessment of the damage and cost before it can be fixed. Having the bag collected from your home would prevent us from doing a correct assessment which would then prevent us from ensuring the bag is fix properly. Please kindly feel free to drop your bag off at the King Shaka International airport to have your bag repaired. Kind Regards 1time |
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| CUSTOMER'S FEEDBACK | Erica Viljoen | Time and Date | 15:20:40 | Fri 13 Jan 12 |
| Indifferent: 1Time contacted me the day after I posted my complaint. Only then did they explain why I had to take my suitcase to the airport myself (i.o.t. have the damage assessed by themselves,since the couriers are just contracted to collect and deliver ). If they were more specific from the start, there would not have been an issue. I've had it . . . it's just not worth it . . . maybe that's what they are hoping for? | |||
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