KLM Royal Dutch Airlines
Represented by Nisha Kumari & Paramjeet Singh----- Customer Care, Executives
Permit me to summarise for your considerations
Ref. 12038800001
The baggage with tag No KLO607082 was not forwarded to Lisbon on the Flight
KLO878 from Mumbai - Amsterdam- Lisbon on 10July 2018 2-.It took up to 6.45 pm
of waiting and lodging the complaint after landing. 3- The pick up and transfer
to hotel paying been paid 100 Euros was missed and hence additional fare of
60 Euros was incurred. 4- The messenger waiting at the hotel for a planned
meeting with a friend between 5-6 pm left due to delay and I was unable to
communicate. The presents for him remained in the bag undelivered. 5- The
missing report required to wait for 3-5 days and provide details of all the
contents in the bag The customer should have been provided information while
applying for luggage insurance.,6- The start of joyous holidays was ruined.
We are senior citizens, pass 75 years and tensions aggravated medical
condition. The supply of vital medicines. for 3 months was in the bag. 7-I had
to purchase snickers(shoes) as the tour involved walking on this pilgrimage .
8 -The schedule did not permit shopping of this nature, the shops were closed
at the end of days tour ,would have to hire a special cab since only souvenirs
were available at halts..The minimum essentials required due to uncertainty and
5 days wait were purchased through tour guide like shoes, saving kit, with
machine ,6 blades , lotion, tooth brush & paste at 200 Euros, No receipts were
kept as refund was not meditated..You could have at least verified the minimum
costs of these essentials in Lisbon before rejecting the claims as consequence
of your negligence. 9 I did not make any specific claim, leaving to your just n
fair decision nor did i I complaint about the final decision. The mental
agony, torture, cannot be computed in strict monetary terms Even the cost of
phone from hotel cost 3,33 Euros to inquire several times
When the bag was delivered on 12 Aug, late at night, there was no explanation
or apology note. On the contrary a message later asked us to rate your
services,which was adding salt to wounds of torture and a cruel joke
10-The compensation of 100 Euros is not credited from 9 Aug and no explanation
as to the delay even in spite of several reminders . Why the baggage insurance
suggested by you could not be invoked to grant relief 11-- The formalities of
prominent airline were not streamlined calling back and forth responses and
obliquely intended harassment. 12 After submitting details in the format with
bank account etc another message requested bills of expenditure and Indian
account ,as no foreign exchange is payable, after knowing all fares were paid
in foreign exchange only Why that information could not have been elicited
right from the start 13 - Once Nisha gave the decision, I supposed it was
final outcome 14.. Around 19 Aug. another Consumer Care Executive Mr. Paramjeet
Singh denied the request quoting the limitations of 21 days without perusing
the decision and correspondence had started on 29July. Mrs Nisha never made
an issue of the limitation period for claim. It is clear that there is no
coordination and it is a deliberate attempt to delay, deny and mode at
harassment. Mr Singh expected to ruin the remaining part of troubled tour
further suggesting to patronize their airline for satisfactory experience. Mrs
Nisha in another message around 19 Aug offered 50 Euros in non refundable
voucher to be en-cashed on future travel., without any reference to previous
offer. Which customer would ever travel to buy a sandwich on a flight? Once
again in Sept , I have received a whatstapp message to provide a fresh details
of Bank Account..when it is already in their possession.
Just imagine the the volume of correspondence and time consumed from 29 July to
date, Is there no period of limitation for the airline to act on a legitimate
grievance without any specific demands? I am not asking for charity, alms or
tips with baggage insurance, I realised later, The compulsory tips to bus
driver and tour guide was 200 Euros.. Made minimum essential purchases ,not
luxuries as the wait period for bag was 3-5 days and that too was uncertain
and tour movement every second day to a different location .Is this the reward
for customer who consciously decided to travel by KLM for the first time,in
relation to other options that were available? Mere repeated, standard format
of apology ad- nauseum is no balm to sooth mental agony , torture, anxiety,
and winch was only after my request for consideration,and worry of live saving
medicines in the bag among other things. No message was received regarding the
position of delayed baggage or the cause and action against the irresponsible,
careless employee. On the contrary you have harassed the customer with
contradictions from 2 Executives, change of decisions by same executive without
explanation to override her own decision. I have not made bone of contention
about your offer of 100 Euros indicating Indian equivalent to suggest as a
windfall. Further rejecting baselessly by another by limitation period
and then another offer of 50 Euros voucher for in flight
It is not clear as to which of your decision that stands as final
Please be informed that in case you renege on your decision, I am at a liberty
to withdraw my good will gesture and to seek legal redress at 3 stages in
consumer forum and take the matter up with IATA for contradictions, delay,
cruel harassment to wear me out to give up in frustration .That will not
happen as my determination at all costs is firm.The avenue for wide publicity
is also available to warn travelers and my 40 International colleagues eagerly
waiting resolution's of my case. This message will be posted verbatim. You
have not responded to provide mob and postal address of KLM ,Mumbai in India
as a matter of courtesy and service to customer on specific request .Remember
all the consequences are due to your gross negligence and liability under
deficiency of service cannot be overlooked It would have been another matter,
if my grievances were rejected without the voluminous back and forth
correspondence and contradictory decisions without plausible explanation This
is to be treated as a legal notice
Nelson Lopes
Customer of KLM
Sent from my iPhone
