Difficult Experience

I usually wrap my bag but Dulles has no bag wrapping facility. I flew with Ethiopian and my bag got damaged - the trolley handle lever was stuck (bent during travel). The airline uses a company called Bag Guyz to repair. Bag Guyz received my bag on around 17th Dec, after having my bag for 2 weeks they informed me around 28th Dec that Samsonite only opens on Jan 12th so my bag would have to wait until then. Instead of taking my bag on 17th and keeping it for a month unecessarily and giving me the option of self-repair.

I have sent countless emails asking for updates to which they rarely reply. The bag is finally apparently fixed however they call a family member at 8pm to arrange drop off for the next day. Without confirmation from the family member, they claim they tried to deliver and because no one was around to receive, the bag is back at their office at OR Tambo. Now they must ask the airline for approval for a second attempt at delivery (delivery fee). Luckily my family member can attempt to find their office at OR Tambo and collect the bag to prevent further delays. This is an expensive bag and they have been uncommunicative and unresponsive with me, the passenger, about the status of everything.

Always wrap your bag!