Q&A: if emirates airline steals items from passenger’s luggage and local auth.refuse to take care what should i do?
Question by nusrat: if emirates airline steals items from passenger’s luggage and local auth.refuse to take care what should i do?
H. H. Sheikh Ahmed Bin Saeed Al-Maktoum, Chairman & Chief Exc., EK Airline & Group
Mr. Tim Clark President Emirates Airline
Mr. Mostafa Karam Sen. Vice President Customer Affairs
Abdul Aziz Al Ali Executive Vice President Human Resources
Please notice this!
My name is Nusratullah Mohammad and I am a US Citizen and a frequent flyer with Emirates as I have a home and business in the USA as well as in Pakistan. I flew from RIC to JFK thru connecting flight and from JFK to Dubai on Emirates Flight EK 204 on 2nd of January, 2010.And from Dubai to Karachi on Emirates Flight EK 606 on 3rd January, 2010. During my trip back from US to Karachi I discovered that one of my checked in bags was opened and my brand new laptop along with its accessories and Silver sonic XL personal sound amplifier were missing. I tried to reach the local Emirates office over the phone, however after so many failed attempts I finally went back to the airport and spoke with Mr. Zeeshan and Station manager Jinah Int’l Airport Mr.Fahim Zuberi in person. And I was advised to file a written claim along with the copies of my Passport, ticket, boarding passes and baggage tickets, which I did right on the spot and I was also advised to wait for 15 business days as it takes that long for them to run an investigation. And I was also told that I will be contacted within this timeframe either with the recovery of the goods or compensation to settle for. It has been more than three weeks now and I have neither been contacted nor received any notification as to what exactly is going on. So I went back again to know the status of my claim Fahim Zuberi told me that once he also lost a whole bag never got it back so you also forget your missing stuff. I told him this is not the way to run airline I will go to your head office and tell them what is going on with their customers. Today I received a letter from emirates Karachi office saying that computers and electronics are not allowed in luggage you should have read that before flying. Tell me one thing if a person who works for emirates airline for years he didn’t know about this rule until I filed my claim how should I know. He should have told me when I filed my claim that means he didn’t know that either. What a joke!I have been trying to find corporate office address and fax number to let their superior know that their staff in Pakistan are stealing passengers belongings I couldn’t find it. To know more about this incident email me nusrat1972@msn.com
You guys are working hard to improve your service but keep an eye to these buggers working under you.
Best answer:
Answer by H
I see your problem and I do understand your frustration. But – flying from the USA you have 2 choices: you have your “check in” luggage locked or opened depending…..Didn’t you know?
Knowing this, I carry my notebook, camera, etc, with me on carry on. Nothing interesting to steal in my check it.
I assume that you had your Laptop in a suitcase without a lock on it. Without any offense, that’s just stupid. In case it was locked and you discovered your loss right away, I would have involved the police. But – I do not know anything about how things are handled in Pakistan.
Btw: When I travel, I have a travel insurance taking care of lost/missed items. But my Laptop (and other electronics) still would travel “carry on” anyway.
Please be aware that it isn’t Emirate’s staff stealing, it was any Airport staff in KFC, Dubai or Karachi.
If I am not mistaking you have to deal with Pakistani Autorities, right? And it were Pakistanis stealing your staff. Why asking in the UAE section? Just because you flew Emirates? Emirates Airlines don’t have anything to do with stealing Pakistani Airport staff in Pakistan.
Take care.
Know better? Leave your own answer in the comments!
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about 1 year ago
the main blame should go to the ground handling staff of the airport at which ur luggage is handled.
the airline checks u in and checks u out .
about 1 year ago
may be it was confiscated by authorities back in US without you paying attention to that. No body steals in Dubai airport.
about 1 year ago
You should always be wary of what you pack in your checked suitcase, especially on multi-leg International routes. And you should have a good travel insurance plan which would quickly replace any lost documented items.
That doesn’t do much good now of course but maybe just keep asking them to explain their policies. The airlines might not have much they can do either if they don’t have a clear luggage protection policy.
Check website below for more info on the Emirates and travel tips to the Middle East.
about 1 year ago
inform the police
about 1 year ago
You beginning address is very disrepectable to the people you address and to expect an answer ( by including your email addy) is to expect too much when rudely addressing people. When asking about something regarding missing luggage you should take your ticket to the appropriate desk at the airport of any office and seek an answer the correct way -not the way you are now.
I agree that baggage is mishandle with disrespect on all airlines but having said that you too have to make sure you read the baggage rules– for example on Emirates website it states:
Under essential info:
“Some items should not be included in checked baggage, such as valuables (includijeweleryery), computers and electronic devices, keys, important documents (including passports), and medication or medical equipment that cannot be replaced quickly. Emirates is not liable if these items are damaged during transit.”
http://www.emirates.com/english/plan_book/essential_information/baggages/delayed_baggage.aspx
Having mentioned that you should also be aware of increased security and most aluggageage world wide is opened and checked, if you locked it , the locks will be forced open.
about 1 year ago
There is not much you can do when the fence eats the ground. Emirates is not what it used to be a few years ago. There is a lot of discrimination as well as unwanted attitude.
I cannot solve all problems. But I will pray for you tonight.