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  #101  
Old 03.09.2014, 16:39
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

How come they contacted you via twatter.. seems a strange way when they have all your normal contact details.
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  #102  
Old 03.09.2014, 16:56
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

wow! what a saga! Quick question - did you ever get the 1054 they promised in the previous correspondence?

I can't even follow all you have been through! Now on to the part of "spreading out baggage to each passenger" - will the check-in people hate me if I ask that? I never paid attention to how that is done - will have to check at the end of the month when we travel.
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  #103  
Old 03.09.2014, 17:03
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

Who cares if they dont like it.... they get paid to check passengers in.
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  #104  
Old 03.09.2014, 17:53
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

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How come they contacted you via twatter.. seems a strange way when they have all your normal contact details.
Twitter's great for shaming companies and they get to put it right very publicly. It's a very powerful platform.
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  #105  
Old 03.09.2014, 17:58
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

Guess i didnt read the bit about the story being on there
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  #106  
Old 03.09.2014, 18:29
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

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Who cares if they dont like it.... they get paid to check passengers in.
It's more like wondering if they won't have any clue why a person would want to do that and look at me with the vacant look in their eyes begging for clarification. I need to know how prepared with info I need to be
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  #107  
Old 04.09.2014, 06:27
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

I give the vacant look straight back.
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  #108  
Old 04.09.2014, 08:35
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

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...Have not had the luxury of free time to put it all on a website but...
Third hit (excluding the first 3 commercial ones). Not bad...

https://www.google.ch/search?q=air+f...NOuX8QfJrIGwBw

Search on Google: air france lost luggage
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  #109  
Old 04.09.2014, 15:08
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

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It's more like wondering if they won't have any clue why a person would want to do that and look at me with the vacant look in their eyes begging for clarification. I need to know how prepared with info I need to be
I haven't encountered this yet, as I've never paid much attention to the bag-checking process except to verify one of our names was on each bag. However after reading this thread, I'm (hopefully?) prepared for what to say on our next trip. If the checking agent asks why we care or need the bags tagged differently, I will explain something like this:

"This bag is my bag. It needs to have my name on it. In the unlikely event it gets misplaced, I am the one that knows the contents and their value, and I'm the one that needs to be the primary point of contact."

Hopefully that would do?
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  #110  
Old 04.09.2014, 16:14
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

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How come they contacted you via twatter.. seems a strange way when they have all your normal contact details.
Like already answered before me, Twitter is very powerful for post-sales feedback to companies. Twitter and FB are the most popular add-on modules of the CRM (customer relationship management) platform of choice. So basically, it is safe to say that any big(ger) company that has a department dedicated to support and after-sales will also have a module which will link you-the-customer to the department that has KPIs that hurt when popularity is bad. In my case, the social media team is bleeding from the poor publicity tweets and (my fellow followers') re-tweets, so they will try to pull some weight and influence the Baggage Claims department so this goes away. Now that they have raised my expectations to await full compensation, it puts even more pressure on the social media team to report "one more saved"...

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wow! what a saga! Quick question - did you ever get the 1054 they promised in the previous correspondence?

I can't even follow all you have been through! Now on to the part of "spreading out baggage to each passenger" - will the check-in people hate me if I ask that? I never paid attention to how that is done - will have to check at the end of the month when we travel.
Yes, I did, although with some delay. But it is with me. The final attempt of the social media team is to pay for the stroller+transport bag and then have bragging rights to keep me quiet. But judging from the letter I got from the Baggage Claims department (quoted below), there is an obvious disconnect between the two teams and no communication. We'll see who wins in this one.

Mentioning the letter... On the previous page I told you guys that I send the scanned PDF via email and then ditto via registered mail for the hard copies, right? Well, yesterday evening the Claims Department very own D.Dumik sent me this:
Quote:
Dear MrX,
Thank you for your message. Please accept our apologies for the inconvenience you mention.
In order to assist us with your claim, we would be grateful if you could send us the following supporting documents:
- The receipt for the cost of purchase of lost stroller (please note that credit card slips and bank statements are not accepted)

Please forward the above mentioned documents to us via the online form, or to:
Air France - Europe
Baggage Claim Centre
TSA 21235
75564 Paris Cedex 12
France
Tel: +41 (0)848747100 / Mo-Fr 8:00 - 20:00; Sa 9:00 - 17:30
Fax: +41 (0)446545599

Please note that you need to quote the above reference together with your incident baggage report number and your eventual Flying Blue Card number for all correspondence to this office.
Thank you for your cooperation.
Best regards,
D. Dumik
Europe Baggage Claim Centre
It is not possible to reply to this e-mail address. Should you need to contact us again, please do so via our webform which you can find on our internet site. Please mention your reference number in the designated field at the bottom of the form.
The data and information contained in this message may be confidential and subject to professional secrecy and is intended for the exclusive use of the recipient at the address shown above. If you receive this message by mistake, we ask you not to copy, use or disclose it. Please notify this error to the sender immediately and delete this message from your system. Société Air France - Limited company with capital of 126,748,775 euros - Bobigny register of companies (France) 420 495 178 - 45, rue de Paris, 95 747 Roissy CDG CEDEX Koninklijke Luchtvaart Maatschappij N.V. (also known as KLM Royal Dutch Airlines) is registered in Amstelveen, The Netherlands, with registered number 33014286.
I immediately forwarded above message to the social media team, asking to clarify WTF (excuse the French there). Social media team came back with "Thanks for forwarding the email - we are aware of the email you received and are following up with the Baggage Claim Centre on your case. Apologies for the confusion".

I am approaching this with reservations and keeping my hopes as low as possible. Secretly cheering for the social media team, as their win would mean we don't get a hit on the bottom line over the loss of our luggage. But still, keepin' it real.

Will be posting more updates to the saga, for sure... Who knows, I may miraculously end up with a week on my hands and gun for that Google top spot under AirFranceLostOurBags... #dibs
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  #111  
Old 04.09.2014, 16:49
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

Ah i didnt know that you had posted on twatter that air france lost your bags than refused to pay compensation etc
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  #112  
Old 04.09.2014, 20:24
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

Whilst it's really frustrating and sickening what you're currently going through, I have to say that your thread is one of the best on this forum in a long, long time.

Just like a gripping series, I look forward to your updates with suspense.

Gotta hand it to you for the true grit, sheer determination and absolute resolve you've shown in this battle.

Documentary rights pending, eh!?

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...
Will be posting more updates to the saga, for sure... Who knows, I may miraculously end up with a week on my hands and gun for that Google top spot under AirFranceLostOurBags... #dibs
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  #113  
Old 04.09.2014, 22:53
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

Did you just say air france lost your bags luggage?
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  #114  
Old 05.09.2014, 13:38
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

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Whilst it's really frustrating and sickening what you're currently going through, I have to say that your thread is one of the best on this forum in a long, long time.

Just like a gripping series, I look forward to your updates with suspense.

Gotta hand it to you for the true grit, sheer determination and absolute resolve you've shown in this battle.

Documentary rights pending, eh!?
I am humbled and extremely flattered by your words [blushing while typing]. Thank you and all who have stood by me: if it weren't for your support and comments, not sure I would have made it this far!

Still nothing on AF side today but hey, TGIF and great weekend to all
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  #115  
Old 08.09.2014, 07:12
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

Good news, people:

After a call which basically said "we will cover your full claim by wiring the difference between what we already paid and what you initially requested", I got the below email in confirmation:

Quote:
Dear Mr X,


We write further concerning the regrettable incident to your baggage and wish to offer you our apologies for the inconvenience caused to you on this occasion.


Having studied your file and the documents that we received, we are pleased to inform you that, as a goodwill gesture, in addition to the compensation already awarded, your bank account will be credited with 899.48CHF over the next few weeks.


We would like to advise our customers that at any time we reserve the right to request the original copy of invoices or receipts submitted.


We hope that your subsequent journeys with us will be to your entire satisfaction.


Best regards,
Velimira Stefanova
Europe Baggage Claim Centre

Air France - Europe
Baggage Claim Centre
TSA 21235
75564 Paris Cedex 12
FRANCE
Tel: +41 (0)848747100 (Mo-Fr 8:00 - 20:00; Sa 9:00 - 17:30)

It is not possible to reply to this e-mail address.Should you wish to reply to this e-mail, or check the status of your request, please use the following link to send us your message

The data and information contained in this message may be confidential and subject to professional secrecy and is intended for the exclusive use of the recipient at the address shown above. If you receive this message by mistake, we ask you not to copy, use or disclose it. Please notify this error to the sender immediately and delete this message from your system. Société Air France - Limited company with capital of 126,748,775 euros - Bobigny register of companies (France) 420 495 178 - 45, rue de Paris, 95 747 Roissy CDG CEDEX Koninklijke Luchtvaart Maatschappij N.V. (also known as KLM Royal Dutch Airlines) is registered in Amstelveen, The Netherlands, with registered number 33014286.
It has been an uphill battle, a long journey and many times we wished to give up - I even folded not that long ago... What this email comes to prove is persistence pays off.

This last "goodwill gesture" effectively pays for all things lost. No compensation included for the lost time, effort, communication expenses or just sheer time surfing and shopping to find our things to buy again. There is also the feeling of belonging to an awesome community of EF members which encouraged me to go this far.

Thank you, thank you, thank you. And wishes for a great week ahead of you and your loved ones.
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  #116  
Old 08.09.2014, 09:42
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

I'm really happy to hear that your patience and persistence paid off.

Thanks for a most entertaining thread .
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  #117  
Old 08.09.2014, 14:51
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

Congrats...but this little bit they threw into the latest email still bugs me:

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We would like to advise our customers that at any time we reserve the right to request the original copy of invoices or receipts submitted.
What is the point? If they have accepted their responsibility and your paperwork, and they have paid, why must they still reserve this right?
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  #118  
Old 08.09.2014, 15:40
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

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What is the point? If they have accepted their responsibility and your paperwork, and they have paid, why must they still reserve this right?
Absolutely. Otherwise anybody in the future could reference defcon3's story and demand similar treatment.
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  #119  
Old 08.09.2014, 22:04
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

This thread should be sticky!
Well done defcon3!
http://media.giphy.com/media/5ZosQz0wbTcCA/giphy.gif
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  #120  
Old 24.09.2014, 14:54
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Re: It just never ends, does it?! [AirFrance Lost Our Luggage]

Monday was the finish line for this saga. My bank account has been credited with the last chunk of CHF 889 by AirFrance. It only took 157 days

Kudos to the AF social media team for that last bit - baggage claims had their head up their @$$ and seemed determined to test me if I go to court. Looks like #hashtags and pressure, including this thread, have eventually tipped the scales in my favor. Wishful thinking? Maybe. The end result is full compensation, so I am inclined to believe it.

Thank you to all who stood by, cheered, supported, gave me reality checks early on, shared tips and personal experiences, all of which combined made it possible.

You guys rock!
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