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★☆☆☆☆

“How Ignorant They Are”

written by memo7600 on 21/09/2011

Shocking answer for damaged luggages and fines that we had to pay to car rental company.

Here are their respinse:

Dear Mr Korukmez

Thank you for completing our online feedback form, regarding your journey with us from London Heathrow to Basel, on 26th August 2011.

I was very sorry to learn of the dissatisfaction caused on the above date, owing to the delay of your flight. Having checked our records, I can confirm that BD0169 was delayed by 1 hour and 12 minutes, due to Air Traffic Control restrictions. I sincerely apologise for the frustration this will have undoubtedly caused.

I was sorry to hear that your baggage and contents were wet and damaged on this occasion, for which clearly we have to accept responsibility. In inclement weather, our staff should cover the luggage trolleys with tarpaulin, and I very much regret that this does not appear to have been the case in this instance.

I would stress that the Airline considers inappropriate handling of passengers’ baggage by our Agents to be, quite simply, unacceptable, and we welcome passenger feedback such as your own, in order to highlight any anomalies. Please be assured that your comments with regard to this matter have been noted, and will be forwarded to the appropriate Management within our Handling Services Department, in order that action may be taken to prevent a repetition.

All claims are handled on our behalf by a company called Luggage Loss Adjusters. Therefore, please contact them at the address shown below and they will advise you how to proceed with your claim. Alternatively, a claim form can be downloaded from their website, www.luggageloss.co.uk. LLA will be in touch with you, as soon as they’ve reviewed your claim. Please quote our Customer Relations reference in the absence of an airport report.

The address you need to send your correspondence, together with any receipts you have for the damaged items is:-

Luggage Loss Adjusters (LLA), 2-4 College Road, Ardingly, Haywards Heath, West Sussex RH17 6TT. United Kingdom.

Tel: 00 44 (0) 891122 (Mon-Fri 9-5pm) Fax: 00 44 (0) 891110
[email protected]

Unfortunately, we are unable to accept responsibility for consequential losses, i.e. late car hire fees. We would therefore recommend that any such claim be made through your personal travel insurance provider, who should be able to assist in the event of a flight disruption. Please feel free to make use of our correspondence as support in this regard.

On behalf of bmi, I would like to extend to you our very sincere apologies for the inconvenience and annoyance caused on this occasion. I do very much hope that we might have the chance to redeem ourselves soon.

Yours sincerely

Customer Relations Executive

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