KENYA AIRLINES - TOTAL DISREGARD FOR CUSTOMER SERVICE

A year ago, on 19th June we traveled to Amsterdam by Kenya Airlines. Upon arrival in Amsterdam I discovered that the plastic bubble wrap around my suitcase had been removed and the combination locks had been cut. When I opened my suitcase, all my clothes had been frumpled up and an expensive bottle of perfume had been ******. When we got my husband's mobility s******, the control panel had been damaged. We immediately reported the theft and damage to Kenya Air but after the initial acknowledgement of the claim, we heard nothing from them despite several e-mails. Eventually my son-in-law suggested that I contacted them and behold, the same lady who had acknowledge my initial report (Linda Omwega) responded and promised to send the necessary claim forms.

When we returned from Amsterdam, my daughter had the mobility s****** wrapped in bubble wrap and placed in a protective bag with large FRAGILE stickers all over the bag. When we arrived in Johannesburg and my husband opened the bag so that he could drive himself to our vehicle, two of the wheels fell out of the bag!!! It was obvious that the FRAGILE luggage had been thrown off the plane and the front wheels had broken off at the impact. We had to pay for more repairs, but Kenya Airlines (the so-called "Pride of Africa") has nothing to be proud of, except a gross negligence of customer service and a total disregard for their customers' possessions.

Upon our arrival back home, we submitted all documentation, proof of payment for the repair of the mobility s******, photo's of the damage, etcetera to Kenya Airline's claims dept. On the 22nd of October 2018 we eventually received an e-mail from a Mr Geoffrey Kazungu requesting more documentation, which we submitted. He eventually acknowledged receipt of my claim on the 13th of November and requested more documentation, which I sent on the 21st of November 2018. Since then I have sent several e-mails to Mr Kazungu enquiring when we may receive a response to our claim, but since January he has not even given me the courtesy of a response!!!!

I will NEVER fly Kenya Airlines again, as they have failed to take responsibility for their thieving staff and their total disregard for their passengers' goods.