1 reviews | Active since Nov 2012
New 4 day old bag ripped apart by Security
I am bitterly disappointed in S.A Oliver Thambo Airport security.<br> <br> I bought brand new luggage for our business trip to Namibia from 18 April - 21 April. On our return to South-Africa on 21 April, my husband got his bag back from security, latterly ripped apart and lock broken off (took photos of the damage) and obviously went through everything because all his clothes, shoes and belongings was scattered everywhere. <br> <br> I logged a complaint with Bid Air Services and I was told that someone will contact me and they will attempt to fix the suitcase. <br> <br> That is unacceptable, because my bags was only 4 DAYS OLD BRAND NEW!!!! I actually have the slip to prove it, and will even scan it in and show it to the airport!!!! I WANT MY MONEY BACK from the bag they broke. I don't care if they can fix it they broke a brand new bag.<br> <br> PS.... its been 7 days already and no one has contacted me or even made an attempt to get a hold of me to discuss the matter of the broken bag.<br> <br> The reference number of Bid Air Service is: JNBSW11551<br> <br> I am disappointed that the brand new bag was ripped open (and for what reason) at walvisbay and Windhoek the bag went through 2 Scanners and NO PROBLEMS. <br>
Thank you for contacting Airports Company South Africa Customer Care.
Kindly note that all queries relating to damaged baggage needs to be reported to the airline.
They will be in a position to assess the damage with the handling agent Bidair and provide you with feedback.
Under an Airport Security Programme (ASP), which is in line with civil aviation authority (CAA) and DOT regulation; in order for an airline to operate at our Airports, it is mandatory that the airline conforms to the CAA approved ASP.
o Part 7 section 3.1.1 of the ASP states as follows:
3.1.1 Legal Authority
The authority for security control of hold baggage is the responsibility of relevant airline on which aircraft passengers and their hold baggage are traveling.
o Part 7 section 3.7.2 of the ASP states as follows:
3.7.2 Protection of Hold Baggage
This is an airline responsibility and procedures are detailed in the air carrier's security program
We urge you to please contact the airline as soon as possible.
Best regards,
Customer Care
Thank you for contacting Airports Company South Africa Customer Care.
Kindly note that all queries relating to damaged baggage needs to be reported to the airline.
They will be in a position to assess the damage with the handling agent Bidair and provide you with feedback.
Under an Airport Security Programme (ASP), which is in line with civil aviation authority (CAA) and DOT regulation; in order for an airline to operate at our Airports, it is mandatory that the airline conforms to the CAA approved ASP.
o Part 7 section 3.1.1 of the ASP states as follows:
3.1.1 Legal Authority
The authority for security control of hold baggage is the responsibility of relevant airline on which aircraft passengers and their hold baggage are traveling.
o Part 7 section 3.7.2 of the ASP states as follows:
3.7.2 Protection of Hold Baggage
This is an airline responsibility and procedures are detailed in the air carrier's security program
We urge you to please contact the airline as soon as possible.
Best regards,
Customer Care