Written on: 25/01/2014
After landing in Sweden on our Enter Air flight from Croatia a handle was misssing on one of our, brand new, rollerbags. As Enter Air not is an IATA member the SAS staff att the airport could not handle it. Thy could only issue a Property Irregularity Report (PIR) which we had to scan together with our ticket and boarding card and e-mail it all to Entair Air in Warzaw. Some time after that we had an email from them telling us that they had fowarded our claim to their insurance company in Germany. They also telphoned us with information about it. The insurance company then wanted us to send by post all the documents like PIR, boarding card etc PLUS the receipt from the shop where we had bought the bag together with detailed photos of the bag and the damage. All this was not easy as we needed to scan, take photos, send mail, answer telephone calls in English and German. As lots of airline passengers usually dispose of their travel documents when waiting for their we baggage at the airport we would strongly recommend them not to do so. The companies rules for claiming are extremely strict. Perhaps in order to scare theri passengers from complaining? How many passengers keep their reciepts from the bag store? I finally got a new bag, but it was of a lower quality than the damaged one.