Sep 17, 2014 04:40 PM
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My Name is Satyan Jethani
Date of Travel: 7th September . 9:05 PM
Flight Details: MU 563 EAT NUMBER 46H SERIAL NUMBER 104( PHOTO IS ATTACHED)
From: Shanghai Pudong, China
To: New Delhi, India
Subject: Destroyed Luggage and Stolen Goods.
I am frequent flyer of China Eastern as I have a work Visa in China and I often travel domestically and internationally with China Eastern. China Eastern staff in China always has served me with pride and respect. The lady who checked me in was very helpful, courteous and professional.
Please be informed that I have never been so frustrated and humiliated in my life before. I checked in at the Pudong Airport with China Eastern and asked the lady to put a fragile sticker in order for the safety of my luggage and goods inside. Although there was nothing fragile inside but I take care of my luggage as I know it is often mishandled by ground staff especially in India. That is the reason I never travel by Indian Airlines.Please note my luggage was in a protective cover that was also torned into pieces.
When I arrived and my luggage came on belt number 10. I was shocked that there were two holes on corners of the brand new Vnine suitcase that is hard shell. I also noticed when I got home that two of my precious watches are missing. I quickly went to the baggage claim area and the lady( SONIYA SINGH IN INDIA) told me that she will look into it. She took some pictures and started making some calls. Please also note there were 5 other people whose luggage was destroyed and they were compensating them by paying Rs 200 to Rs 500 which is RMB 20 To RMB 50.
Although I was first to report but all their bills were settled first, I wonder why. She finally got to me and said that she can’t do anything as I had signed a LR. I was not interested in getting paid 200 or 500 rupees, I just wanted my suitcase back. I told them that in LR the column which states that the luggage has damage was never marked. I showed that and a copy is attached. Please note that the luggage was also in a cover for protection against scratches. I take excellent care of my suitcase.
After making me wait for roughly 2 and a half hours I was told that I am a liar and they can’t do anything. The lady at the baggage claim( SONIYA SINGH) told me that she had spoken with the china eastern airline manager there and she had instructed her to give me that answer.
At this point I was highly upset and requested them to speak with that lady. A man BY THE NAME OF SHAFAD came finally who was a supervisor after 30 minutes and explained me the same exact thing. When I showed him the LR he had no answer and he kept quiet. I spoke then with the main airport manager who called the airline and then a man by the name of Traun came who was over the supervisor. After looking at the luggage he offered me Rs 2000. I told him that this suitcase is for Rs 8000 and he said he is only authorized to give me Rs 2000(RMB 200). I was humiliated and insulted along with unprofessional and uncaring staff of China Eastern in India. He assured me repeatedly that he will call me by Wednesday 10 September by 11 AM and have an answer for me. Today is 15 th September and I have received no call from him. As I had refused to take Rs 2000 and had requested him to buy me a new suitcase. I was even ready to leave my suitcase with him but he refused for that option.
Deepak Sabharwal who was the duty manager never answered his phone when then representative called and never came to attend the problem. I wonder where he was relaxing and enjoying salary without work. Must be nice.
I was made to wait for 4 hours and insulted, called a liar and pretty much told to get lost by the China Eastern staff. The lady manger kept making excuses when the airport authority was calling her down to see me.
Here are some questions for you that I need answer to before I proceed with a full swing legal action.
1) Is this is the way you treat your regular customer?
2) IS this your standard operation procedure to call your customers liars?
3) The China eastern Manager in India at New Delhi Airport is paid her salary to do her job or sit and make excuses?
4) Why was I made to wait for 4 hours?
5) Why was I insulted in front of other passenger and why was I humiliated? I need answers and a very very strict action against all these employees especially the management. Sorry to say but the management seems to be lazy, unprofessional and habitual of swallowing salary without doing their job.
This is request to you to please resolve this as soon as possible or I will be forced to take legal action.
I am attaching the picture of my luggage along with boarding pass and copy of my LR and some other pictures that I took for your reference. Please note that I am currently in India.
Thanks
Regards
Satyan Jethani
Indian Number 9828141576
China Number: 187 2154 3967
