Sir / Madam,
I had raised a concern with Dragon Air & Cathay Pacific on 1st April regarding my suitcase getting soaked with water when I traveled from Shanghai to Bangalore. Please see below the complaint I raised using online form.
Sir / Madam, I travelled recently from Shanghai to Bangalore using
Dragon Air & Cathay Pacafic's sevice. I had requested that my luggage be
checked in as fragile luggage and this was done at Shanghai's Airport. I
was disappointed to discover that my luggage was soaked wet when I
reached Bangalore, a fact that I discovered when I reached home. Please
note: My suit, my ipod radio clock, and some of my books were ruined due
to this. I expected a better and more careful service from an
established airlines company like Cathay Pacafic and Dragon Air, and I
am disappointed to let you know that you have failed to live up to that
expectation, quite miserably (Though I admit that your inflight services
are very good). While I understand that I have no way to prove my words,
I would like to register a very strong protest for the way you have
handled a so called "fragile" luggage. It's very doubtful that I will be
using your services again and this is the first time in 9 years that I
have been flying something as ridiculus as this has happened (with more
expense to me, of course).
After this complaint was registered, some one from Dragon Air called me (On 5th or 6th of April) an inquired about the nature and cost of the damage and I told clearly that value of the items is less than USD 200, but what I really wanted to know is what happened with my so called fragile luggage.
On 9th Of April they send me a claim from which I was supposed to fill out and I had filled out the same and submitted these documents by 29th of April.
I got a call back from Dragon Air in May First week asking me to prove that baggage was indeed soaked with water and a proof of damage. I told them clearly that I discovered this issue at home when I opened the suit case, and since this is a water seepage issue, there is no visible damage. The person who called said that he can send someone to pick up the damaged item for inspection. I told that this if fine with me if Dragon Air / Cathay Pacific can send me an explanation for the issue on email and send me the confirmation in writing that they are taking my property. I also made it clear that if they take my stuff from me, they have to pay for the whole cost of the material they are taking from me.
After a week, some one again calls from Dragon Air and asks me again if he can send someone to pick up my stuff. I told clearly again that unless and until Dragon Air can give me a written explanation for why they have to take my luggage I cannot give them my stuff. After that call I have not received any call or mail from this on this issue and more over this baggage claim issue is not even registered into issue tracking system.
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