藍玫瑰花園

法航行李延誤除了依發票向信用卡公司申請理賠外，Rose 對自己多掛一件行李被加收100歐耿耿於懷，在官網的customer service 留言，都得不到回應，決定再用書面郵寄掛號寄至Air France 在巴黎的顧客服務中心，針對超掛行李，住宿費用要求賠償。一個月後收到法國航空回音，表示理賠範圍僅限生活緊急所需，但願意退回超掛行李100歐，作為補償。

申訴信函內容下：

To: AIR France / Service Clients                  July 24, 2013

     TSA 60001

     60035 BEAUVAIS CEDEX

Subject: claim for the delayed baggage compensation 

              (file reference: PRGAF 65450)

To Whom It May Concern:

When we were planning my first trip to Czeck, I regarded Air France my first choice of transportation.  However, a series of unfortunate events with Air France  spoiled my vacation that could be  filled with enjoyment.

These events are as following:

1.     My delayed luggage for 72 hours.

1.     The baggage claim service office insisted my delayed luggage for only 60 hours. The incorrect delayed baggage confirmation report can not hand to a customer by a reputative company, Air France. I feel frustrated a lot with the event since my luggage delayed during the beginning of my trip for 72 hours, which resulted in extreme inconvenience to me. I hope you can understand how I feel and compensate reasonably for my losses.

 To give you more information, I illustrated the delayed luggage events as follows:

History of our flight:

On June 30, 2013, I flew from TAIWAN TAOYUAN AIRPORT to GUANGZHOU BAIYUN AIRPORT via CZ 3098 and connected the flights No. AF 107 to Paris, from Paris to Prauge,  Flight No. AF 1382. 

The occurrence of luggage delayed events:

My luggage never arrived at Prague National Airport (Flight No. AF1382).

The response which has been given by Air France:

(1) The crew of  the baggage claim office at Prague National Airport asked me the description of my               luggage and the address in Prague. She gave me a property irregularity report : file reference: PRGAF       65450  and an envelope with Air France letterhead. She said my delayed baggage might arrive that             afternoon.

1. I was forced to stay in Prague and wait for my luggage. I called the baggage claim service office ( 0042 02 96 34 51 07) on the afternoon of July 1 but they said no result of my luggage searching. I called again on July 2. They told me my luggage found and would send me as soon as possible. But I still didn’t get mine that day.  However, I couldn’t make my travel partners keep expecting and disappointed again and again.  I decided to leave Prague at 7:00 am on July 3. Therefore, I called the baggage claim service office again and left the address and phone number(+420380711028 or +420607873974 )of my stay in Cesky Krumlov (the address of  Penzion Gardena :Kaplická 21, Český Krumlov, 38101, Czech Republic) They promised to send it there.
2. On July 3, 2013, when I got to Penzion Gardena, the owner said no luggage was sent to their place. I asked the owner to call the baggage claim service office again but didn’t get satisfying answer. I got a message to my phone number from Air France that showed they sent my luggage ( item 222371) from the delivery company. However, I didn’t get anything from the delivery company that day. I answered the message and asked the exact time and date that I could get my luggage but didn’t get any response.
3. On July 4, 2013, I asked the owner of Penzion Gardena (TEL +420380711028 or +420607873974 ) called the baggage claim service office again at about 11:00 am and they told me to call 2 hours later.  

     I called again at about  2:00 pm. They still asked me to  call 2 hours later. 

     Because of the 2 long-distance calls, I was charged 120 CZK from  Penzion Gardena.  At about 5:00 pm,      I skyed out again(+886 922600035) and someone promised to contact the delivery company.          Finally, at 9:00 pm on July 4, 2013, the owner got my luggage from the delivery company          but he said he just signed it and no delivery document was left by the delivery company. On       July 16, 2013, when I asked the delayed baggage confirmation , the staff in the baggage claim     office insisted they delivered my baggage to Penzion Gardena at 9:00 pm, July 3rd, 2013. 

   It was unfair for me to get the incorrect delayed baggage confirmation paper.Inspite of no          needed document left, I believe the telephone records you have had could prove what I              described.

(5) Due to my delayed luggage, I couldn’t help  having an excess checked baggage by your flight      (No. 1583-AF 0102-CZ3097) when returning Taiwan  and I was charged 100 Euro dollars            (baggage tag No. 15498 442 7906 0307). I insisted they must be back to my bank account . (      First Bank  No. ＸＸＸ  my account No.ＸＸＸＸＸＸＸ

      As a consequence, would it be possible for the company to make a gesture of goodwill with the aim to refunding the unexpected accommodation and meals  fees on July 1-2 in Prague and the extra baggage fees, that is to say:

1. The refund of the unexpected accommodation I spent: 3500 CZK

2.  the excess checked baggage fee: 100 Euros

         I tried my best to prepare documents to make the process of compensation claim go smoothly.  The documents and receipts enclosed as follows:

1. the copies of electronic tickets

3. the photocopies of  the  property irregularity report

4. the photocopies of  the delayed baggage confirmation. 

5. the photocopies receipt of AF miscellaneous document for bag-excess.

1. the photocopies of my bank account

     I wish your company will respond to our case seriously and responsibly.  Due to the fact that there is a time limit for compensation claim, your earliest reply and process will be highly appreciated.

For further information, please contact me.

Name: ＸＸＸＸＸ  

Email: ＸＸＸＸＸＸＸＸＸ

Telephone No.: ＸＸＸＸＸＸＸＸ

Cell Phone No.:ＸＸＸＸＸＸＸＸＸ

 Mailing Address: ＸＸＸＸＸＸＸＸＸＸ

Bank Account: ＸＸＸＸＸＸＸＸＸＸＸ

Regards,

LAN, MEI-LING

 Dear Ms. LAN,

Thank you for replying my email dated 21 August 2013.

I would like to explain that in the event of baggage delay beyond 24 hours, as a commercial arrangement, Air France will reimburse 100 euros, on the base of receipts, to cover the immediate essential needs of the passenger travelling in a country where his/she is not resident, for the purpose to facilitate his/her temporary stay aboard.  Referring to your request to refund the phone bill and hotel cost in Prague, I regret that I have to decline this request as they are out of our scope. Therefore, I would like to offer you a reimbursement of 3977TWD (equivalent to 100EUR) as commercial gesture.

I regret to learn that you incurred an excess baggage charge for you inbound flight AF1583 and AF102 on 16 July 2013. Actually, each passenger has a free baggage allowance included in the price of their ticket. This allowance is shown on your ticket or the trip summary receipt sent to you before your journey. Your free baggage allowance was 1 piece of 23 kg. Whilst I feel sorry that you were unable to fulfill our baggage policy requirement I regret that we are unable to comply with your request of refund the over charge baggage fee.

Please kindly confirm the reimbursement by replying this email so that I could proceed with the bank transfer promptly bank account in First Bank (account numberＸＸＸＸＸＸＸＸＸＸ).

Thank you for your understanding and extended patience.

Yours sincerely,

Heidi LIU

Customer Relations Officer

Air  France