1time Airline Complaint
 SUPPLIER |
1time Airline |
 INDUSTRY |
Air Travel |
| BRANCH / AREA | OR Tambo | COUNTRY | South Africa |
| TIME / DATE | 11:19 Mon 6 Feb | PERSON RESPONSIBLE | |
| CUSTOMER | SuePetzer | View all reports by user |
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1
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| PROBLEM | Stolen goods from baggage |
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| INCIDENT | Fri 3 Feb | ||
| HEADLINE | Stolen goods from luggage |
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Dear Customer Service, i travelled 1T on Friday 03 Feb 2012 JHB to DBN and on arrival found my bag had been opened and my perfume stolen. I reported immediately and was told that becuase it is valuable it will not be refunded. It is 100ml bottle so hazardous thus packed in check in luggage. So what to do, especially if this is a transfer flight from international. 2 other people were in the same situation, one lady's hair straightner stolen and she was told, sorry valuable item thus no claim. How do you get away with this. Do we carry everything on board? SAP told me this is the most common airline and route that has problems and all to do with deodorants and perfumes and thus occurs during check in when luggage is scanned and the information passed to luggage handlers. Firstly is perfume hazardous or valuable. Secondly why hand out cable ties to passengers to secure luggage when this is no use? Thirdly why is there a 24hr deadline to report stolen property? I landed Friday at 5pm, customer relations offices closed, i cannot report on Monday Fourthly when is this problem of allowing luggage handlers this shopping privilege going to end. For me a R1260.00 |
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| SUPPLIER'S RESPONSE | 1time Airline | Time and Date | 12:36:41 | Mon 6 Feb 12 |
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Hello SuePetzer, Thank you for posting your comments. We truly regret to take note of this experience and thank you for bringing it to our attention. Each and every baggage complaint is investigated with our service provider and followed up internally. Regardless of the investigations however we cannot enforce any disciplinary actions as the staff are employed by a 3rd party service provider. Regrettably as per our terms and conditions, not reimbursement will be considered: 1time will not accept liability for losses or damages to valuable items such as, but not limited to: cellular phones, jewellery, laptops or other computer equipment, electronic items, cash, credit cards, documents, spectacles, sun glasses, and fragile or perishable items packed in baggage. We wish to apologise for any inconvenience caused in this regard and thank you for allowing us the opportunity to address your concerns. Kind Regards 1time |
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| CUSTOMER'S FEEDBACK | SuePetzer | Time and Date | 20:34:56 | Wed 8 Feb 12 |
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Not Impressed:
The reason i mailed teh company was to highlight some points of concern 1. Offering cable ties to secure luggage is giving a false sense of security to passengers. My luggage wa opened despite being secured with a cable tie. 2. How do we know that perfume is a valuable item? It is always described as a hazardous material. 3.. The SAP is aware of the luggage movers being problems especially 1T flights JHB to DBN. This is something that seriously needs to be addressed |
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