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  #41  
Old 13.05.2014, 13:33
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

Start over from step 6.
And follow next steps.

Then later, yes definitely sue them (no lawyer needed, might depend on which country you are in, in UK there's Small Claim court for that).
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  #42  
Old 13.05.2014, 13:52
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

https://www.facebook.com/airfrance

I realize EF is public, but FB is more public and most companies do sit up and take notice if you post on their wall with your horror story. Go for Twitter too, if necessary. Sorry you're having so much trouble with them.
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  #43  
Old 13.05.2014, 14:00
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

Have you written to the CEO?
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  #44  
Old 13.05.2014, 14:43
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

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Start over from step 6.
And follow next steps.

Then later, yes definitely sue them (no lawyer needed, might depend on which country you are in, in UK there's Small Claim court for that).
Unclear how it works in Switzerland - I may have to consult someone more knowledgeable than my wikipedia educated self. *goes back to step 6*

Thank you!

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https://www.facebook.com/airfrance

I realize EF is public, but FB is more public and most companies do sit up and take notice if you post on their wall with your horror story. Go for Twitter too, if necessary. Sorry you're having so much trouble with them.
I never liked FB and am not on it. It is true though that they are far more responsive over Twitter and Instagram than over email (calls are a thing of the past it seems)

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Have you written to the CEO?
This will be one busy CEO, if after a week delay in bags compensation he is the go-to addressee of correspondence... Building on the AirFrance reputation of losing roughly a quarter of all pax luggage, I would go on a limb and think the CEO office has a template polished letter that will basically be "yeah, we're working on it" and then the ultimate joke for anyone who quotes it in front of other AF staff... "oh, you have a letter from the CEO? Good, go in that corner and wait. Buahahahhaahhaa"

I'm trying to keep my eye on the ball in what appears to be a shell game. Meet AirFrance:

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  #45  
Old 13.05.2014, 14:47
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

Tweet at Air France with your PIR number and use the hashtag #lostluggage and #badservice.

That'll learn them.
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Old 13.05.2014, 14:57
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

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Tweet at Air France with your PIR number and use the hashtag #lostluggage and #badservice.

That'll learn them.
And then tell all your friends to re-tweet.
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  #47  
Old 13.05.2014, 15:07
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

One of my cousin's and his wife flew Air France to Hong Kong from London (via Paris) and their luggage was lost - he stupidly put over £2k cash in there and the wife put all her epilepsy medication in there!!
The day before they were due to fly back to the UK they had a call and their luggage had been found - with all possessions inside. It was about a 10 day delay.
Hopefully yours will appear too
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  #48  
Old 13.05.2014, 15:19
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

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This will be one busy CEO, if after a week delay in bags compensation he is the go-to addressee of correspondence...
In my experience customer complaints are much more efficiently dealt with from the top down approach. You are coming at it from bottom up, where your case has to be escalated.

From top down, you won't get a reply from the CEO, but you'll usually get a more senior response more quickly than arsing around with the customer service grunts.
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  #49  
Old 13.05.2014, 15:54
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

For a moment, I was tempted to just call the credit card company and cancel the tickets payment (CHF 1,600) but then realised this would turn the tables and put me in a bd spot.

I would be SO HAPPY if they find our luggage, this whole debacle would go away. Alas, no signs of this happening any time soon.

The Small Claims Court equivalent in Switzerland is the Office Cantonal de Pursuites et Falites. Useful info I found on the pages of EF. Also good mental note for a starting point if or rather when we get to that point...
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  #50  
Old 13.05.2014, 15:59
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

and Air France has a nice legal entity in Switzerland
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  #51  
Old 13.05.2014, 16:14
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

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and Air France has a nice legal entity in Switzerland


But courts and movies love the underdog...

I am sure if they face a claim which is at the top of a possible procedure for chapter11, their own lawyers will beat the crap out of anyone who didn't display normal business sense for reimbursing some petty claim. (the procedure explained)

Last edited by defcon3; 13.05.2014 at 16:17. Reason: added link to the OCPF procedure eplained
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  #52  
Old 13.05.2014, 16:14
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

I have to say, Air France are, in my opinion, the scummiest, scammiest airline out there. A few people have already mentioned their own problems with them here and there's no point in me adding to the litany, but I for one will never fly with them again. Once flown, twice shy.
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  #53  
Old 13.05.2014, 16:43
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

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I think the industry as a whole has hit rock bottom (and perhaps is locked into it) and requires a fundamental change in how things are done. It is often different parts of airlines/airports/support companies just change independently of others or partially: be it to cut costs or feed whatever marketing buzz is ringing at the time... Quite often, it is without assessing the impact change X has on the whole picture. Without going astray and trying to remain on topic, as a passenger (lovingly abbreviated as PAX by the industry), I would very much like to see an option to tag the bags with RFID/NFC/GPS or whatever chip they propose for a small fee, making it outright crime/theft for a bag to go missing. If I could buy a tag for my bags that is traceable globally by airlines/airports and me - wouldn't that be nice? Wouldn't it be something insurance companies (and credit card companies, for serving said insurance) be happy to embrace? Wouldn't that be something that would make air travel nice again?

Apologies for the off-topic. Just rambling. AF contacted me again, giving update that there is no update but they look forward to cashing my receipts for the 48hr expenses made. Monday I will be sending them their way.

Have a great weekend, all
you can already get gps type tags for your luggage

eg
https://globalbagtag.com/

(first hit on google, I think Cobra does it here don't know if they sell to the public though)
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  #54  
Old 19.05.2014, 10:10
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

The usual updates, folks:

After days of twitter/IG ping -pong where I insisted AF get their act together and they pushed back, trying to shed responsibility over to the last leg carrier, the miracle finally happened and lo and behold, I get an email from the last leg carrier (BG Air) acknowledging an earlier email from AirFrance, saying "we'll get this done ASAP".

Reading the email sent from AirFrance to BG Air, I see some bone dry language, which apparently is required. Now, I am realistic and know full well that "ASAP" in the Balkans is equal to "shuddup, working here" but I am really pleased that AirFrance is on top of it. I would hate to be interfacing direct with an airline that has one office only, 2500km away...

So this is where we are, day 34 after our bags were lost. I will give them a day or two before I swing again.
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  #55  
Old 28.05.2014, 21:17
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

As last step of good will, I went to the airport and met with the AF customer service representative. Much to my surprise, the lady was super kind, and very understanding. One thing she made clear and said "they cannot tell you otherwise, it is clear as day" is that my contract is with AF, that the purchase of tickets constitutes an agreement and it is irrelevant who opened the claim, who filed the report, who flew what leg of the journey.

I openly shared with her my frustration as well as the fact AF leave me no choice but to address a lawyer. She asked for a few days to investigate the situation and in return, I agreed to pass by and check in a week.

Baby steps, but I am hoping in the right direction. I plan on visiting the AF office one more time after the holidays (Ascension here in Geneva this week) and then, well... The Civil Aviation Authority seems to be the only way out.

Why them? Well, according to this website on EU air passenger rights and specifically THIS document, the enforcement body for such disputes is them.

Quote:
How to get a refund or compensation
Submit an air passenger rights EU complaint form [119 KB] Deutsch español français italiano polski to your airline - and make sure you keep a copy for yourself.

If this doesn't work, or you aren't satisfied with the reply, you can complain to the national enforcement body [222 KB] in the EU country where the incident took place.

Or, if the incident happened at an airport of departure outside the EU but involved an EU airline, you can send a complaint to the relevant national enforcement body [222 KB] in the EU country you were travelling to.
In Switzerland, we are looking at

Quote:
Office Fédéral de l'Aviation Civile
CH – 3003 BERNE
Tel. : +41 31 325 80 39/40
Fax : +41 31 325 90 60
passengerrights@bazl.admin.ch

Last edited by defcon3; 28.05.2014 at 22:02. Reason: added info on Swiss authority to address
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  #56  
Old 29.05.2014, 21:07
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

Soon UKip will have its own airline, and by the sound of things, a few of its customers from this forum. The French themselves criticise CdG airport, it is a 1960s monstrosity that never got updated and luggage handlers, paid with kick in the butts, cannot be bothered about anyone's luggage. To turn this into another xenophobic rant like some did puts you at the same level as those careless sods!
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  #57  
Old 11.06.2014, 09:41
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

Update

Friday I was at the airport and had chance to speak to the AF station manager. Nice and kind lady, the type of French woman legends are made of: polite, educated, extremely well mannered, calm, etc. Would make Coco Chanel proud.

Appearances aside, she listened attentively to the whole story, clarified few points on the fly and then suggested to personally drive this forward. She later called me to check a few more details, seems like she is on top of it.

I feel lulled into peace, let's hope this calm and trust is not misplaced, or well trained stalling technique. Still on my toes with AF but at least have a person to talk to, not some social media interface...

This week is crazy at work, so I'm not sure if I can ping the airport again but surely next week will seek update.

55 days and counting...
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Old 11.06.2014, 09:51
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

When you will get your luggage, sorry, I meant "if", you will look back at your experience...
And realized you have spent hundreds of CHF and hours in efforts, just for "Meeting them" (transportation cost, parking fees), sending letters, etc...

Told you- it's often easier to send registered letter, wait months, then eventually sue them- Read the entire blabla-

Calling anyone on phone is waste of time- Talking in person to the lady probably only comforted your ego that "someone listened" and resulted in nothing else than you would have by sending them the letter. Plus, as you have seen even though they caressed your feelings, they have actually done nothing efficient to find your luggage or compensate you.


By the way, if you consult FOCA; they will required you to have send your complain in writing and received an official answer from them. Only then they will start considering your claim.

To conclude: the luggage is/was under their legal responsibilities.
They failed blatantly, and they failed to provide you decent customer service withing reasonable delays.
Make them pay.
Over.
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Old 11.06.2014, 09:55
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

I'd be putting in a claim for compensation…..

http://www.airfrance.ch/CH/en/common..._airfrance.htm
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  #60  
Old 13.06.2014, 15:03
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

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When you will get your luggage, sorry, I meant "if", you will look back at your experience...
And realized you have spent hundreds of CHF and hours in efforts, just for "Meeting them" (transportation cost, parking fees), sending letters, etc...

Told you- it's often easier to send registered letter, wait months, then eventually sue them- Read the entire blabla-

Calling anyone on phone is waste of time- Talking in person to the lady probably only comforted your ego that "someone listened" and resulted in nothing else than you would have by sending them the letter. Plus, as you have seen even though they caressed your feelings, they have actually done nothing efficient to find your luggage or compensate you.


By the way, if you consult FOCA; they will required you to have send your complain in writing and received an official answer from them. Only then they will start considering your claim.

To conclude: the luggage is/was under their legal responsibilities.
They failed blatantly, and they failed to provide you decent customer service withing reasonable delays.
Make them pay.
Over.

For those using the search and in similar situation -- there has never been a more accurate summary posted in the history of online fora. Period.

Rewind 24hrs earlier - I get a call out of the blue (number blocked) from a rude "customer service rep" working for Bulgaria Air.

"Look", she said, "call AF and tell them to stop bugging us, we're still looking, one airport at a time..."


"Dafuq, lady, I politely responded, how stupid do you think I am???? Stop walking from one airport to another and 40 days AFTER the legal 21 days waiting period, pay for my missing bags"

"Not sure you qualify, but ASSUMING you do, we pay BGN 30 per kilo of bag"


"***crickets***... uhm, what?"

"yeah, do you wish to apply to be qualified?"


"Uhm, no. I want you to follow the directive on passenger rights and pay the specified EUR 1,295 per piece of luggage - which by the way is BELOW the value of items lost - or, be kind enough to refuse in writing"

"Listen, you obviously do not understand how things work around here, so I will call you back when we find your bags, alright? Good day..." Line disconnects...


So, with this still playing in my head, I just passed by the airport to meet the kind Mrs. AF Station Manager I reported on earlier. Foolish me, I was lulled during our first meeting that someone HAS listened and WILL do something... Guess what: she is now in tune with AF's social media team, that they are going beyond the call of duty, as liability is now entirely with BG Air...

I thanked her, then asked for a postal address in Switzerland to send a letter to. Guess what, no Swiss address, just a PO Box in France. I mean, they *have* a Swiss address, a Geneva one at that but it is listed for business customers... Not that this will stop me from using it in any way.

Again, @CorsebouTheReturn nailed it, for lack of better word.

So - status check as at today:
- 60 days since incident
- 600 different twists and turns to lull the customer or better yet, exhaust him/her to a point where they just give up.
- zero result.

Plan has already been sketched by @CorsebouTheReturn but I am thinking along the lines of:
- letter to AF at GVA airport with Cc: to AF customer Dept in France, and the Office Fédéral de l'Aviation Civil, inviting them to pay full compensation for 2 baggage + immediate expenses + communication costs. Deadline will be 14 calendar days after receipt [all registered mail]
- when 14 days expire, submit a "réquisitions de poursuite" with all papers scanned + additional expenses for communication, inconvenience, poor service, ruined holiday, etc. I'll ask for more, so even if reduced, it covers the items at the very least

I am questioning myself if reasonable to do the legwork myself, or better spend CHF500 and get a lawyer to do it? Surely, I would add the lawyer fees to the claim but still, additional upfront expense. What say you?

Shit just got real, despite all my wishes to not go that far. Now, I'm going all the way.
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