THIS refers to the so-called reputable airlines which gives a raw deal to its passengers when they damage or lose their baggage. The passengers should be aware of the hollow claims of these airlines being service-oriented.

I have heard of a number of complaints about an airline operating from a Gulf country but recently experienced it myself. As a frequent traveller, I always preferred this airline because of its frequency from Karachi.

I had always defended the airline in conversations with other disgruntled passengers but now I am a victim myself.

On a recent trip from Toronto to Karachi, an expensive branded suitcase of mine was badly damaged. I lodged a complaint at their baggage handling office at Karachi airport.

It took the airline over 10 days to respond to me that too after I had sent out emails and messages via twitter. They had the damaged bag picked up and after a few days offered me to accept 50pc of the cost of the bag they damaged.

The reason they mentioned for not paying the full value was that I did not possess a receipt of purchase. I am pretty sure most of the passengers do not keep the receipt of bags they may have purchased.

The government should review its ‘open air’ policy and like most of the other countries offer some protection to its national airline.

Syed Ahmad

Karachi

Published in Dawn, January 31st, 2015

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