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“An incredible contempt for accountability”

written by Mortenjytte on 15/03/2013

April 2012 we traveled from Faro, Portugal via Palma de Mallorca to Copenhagen after 3 months stay in the Algarve. We brought our dog, a 4-year-old Golden retriever and 3 suitcases. We arrived in Copenhagen at 5 p.m and got a big shock, our dog was not with the plane. Novia, Air Berlin's handling partner investigated the case and found out that she was forgotten in Mallorca. After a period of anvioux waiting we were told that she would be send via Berlin and arrive in Copenhagen at 11 p.m. We asked the staff to organize that the dog could have some water and get out of the cage in Berlin, but she arrived after 13 hours in a cage without water dehydrated and confused. The cage was completely destroyed, had a long crack in the upper part, which indicates that the cage with our dog was dropped by a carrige during transportation in Palma Airport.
Neither our 3 suitcases were with the plane, they arrived 3 days later, 2 suitcases were totally destroyed, handles were broken off, zippers were damaged, we will never be able to use those 2 suitcases again.
Since we have struggled with Air Berlin for compensation of an Atlas cage, price app. approx. 375 € and 2 suitcases for a total of 160 €. We have sent many letters and e-mails during the last year, but Air Berlin's answer is just to give us a case number - and then we hear no more. We are furious at the way Air Berlin treats us, the company has put us in a situation we are completely innocent in and treat us with an incredible contempt for accountability.
Our dog is still suffering from the experiences she had almost a year ago, gets scared and shaking every time she hears a plane low over our house.