Subject: Unresolved Damaged Baggage *** | Hollard Claim HTC00869-03-26

To: Hollard Insurance & Ethiopian Airlines*

Hi hello Peter

I am writing this for the second time on your platform with no help weeks later.

I am posting here because after almost a month of emails and calls, I am still being sent back and forth between Hollard Insurance and Ethiopian Airlines with no resolution.

*Trip details:* I travelled from South Africa to Zanzibar via Ethiopian Airlines, connecting at Abeid Amani Karume International Airport in Zanzibar. On arrival, I found my bag was damaged.

*Steps I’ve taken:* 1. Reported the damage immediately at baggage claim in Zanzibar. I was assisted and issued a damage report. *Baggage claim file ***/20MAR26/0931GMT* 2. My travel agency, Simply Nexus, advised me to contact my insurer, Hollard, once I returned home. I did so. *Hollard travel ***-03-26* 3. Hollard requested proof of purchase and that the bag was checked in. I went back to the store where the bag was bought, got all documentation, and sent everything Hollard asked for. 4. After submitting all documents, Hollard now says Ethiopian Airlines must pay because I insured my bag with them. 5. I tried contacting Ethiopian Airlines: the email I was given for baggage claims does not work, the phone number doesn’t go through, and the Gmail address I was given has not responded to date.

It has been almost a month. I have comp**** with every request from both parties but I am stuck in a loop. I am extremely disappointed in the lack of service and accountability.

*What I want:* 1. For Hollard Insurance and Ethiopian Airlines to urgently engage each other and resolve who is liable. 2. Compensation for my damaged bag as per my policy and the airline’s baggage liability. 3. A direct contact person from both companies who will own this until it is closed.

I chose HelloPeter because emails and calls have failed. Please assist.

Regards, M S Mahlase