Flashback
Enthusiast
- Joined
- Oct 29, 2006
- Posts
- 13,418
Late May, my folks flew in J on UL, CDG-(FRA)-CMB. Originally it was CDG-CMB, but after booking UL later changed it to a tag flight that picked up pax in FRA also.
When the flight landed in FRA, UL seemed to deliver their bags there. Needless to say, that wasn't terribly helpful as when they landed in CMB their bags weren't there (all 3 bags).
Fast forward, 4 days later they were delivered to the hotel.
A case was raised with UL Customer Services, and the paltry offer of 9,000 LKR was offered as full and final settlement of all expenses incurred per the receipts we provided, which was for the minimal amount of clothes, toiletries etc. required to get through the 4 days (roughly $450 worth for 2x pax). For reference, that's an offer of ~$45 AUD.
After lots of back and forth, and reminding them of the Montreal Convention etc., the next offer provided was for 24,000 LKR (~$121 AUD).
I'm not really sure where to go in terms of next steps here, as claiming on travel insurance seems to have a rather hefty $250 excess attached to it - I was rather shocked to see this! All my TI policies I hold in the UK have £0 excess. So, they'd still be a fair whack out of pocket ($450-$250 = $200 back in the pocket). If we decide to let them get away with it and accept their offer, then that's $321 back in the pocket and ~$130 out of pocket).
What would you do here? The ticket was ex-CGK, but I'm struggling to find any Indonesian authority to raise a complaint with. Sri Lankan is no longer responding on the case file at all. When I called in today, they simply directed me to [email protected] - which is who is not responding, so that seems fruitless. I'm not aware of any EU protections/complaints process I could follow due to the flight being ex-CDG.
Given the flying experience, and airport experience at CMB Mrs FB and I had, plus my folks issues with the baggage as noted above, UL is a carrier I've now absolutely struck off my "fly with" list.
When the flight landed in FRA, UL seemed to deliver their bags there. Needless to say, that wasn't terribly helpful as when they landed in CMB their bags weren't there (all 3 bags).
Fast forward, 4 days later they were delivered to the hotel.
A case was raised with UL Customer Services, and the paltry offer of 9,000 LKR was offered as full and final settlement of all expenses incurred per the receipts we provided, which was for the minimal amount of clothes, toiletries etc. required to get through the 4 days (roughly $450 worth for 2x pax). For reference, that's an offer of ~$45 AUD.
After lots of back and forth, and reminding them of the Montreal Convention etc., the next offer provided was for 24,000 LKR (~$121 AUD).
I'm not really sure where to go in terms of next steps here, as claiming on travel insurance seems to have a rather hefty $250 excess attached to it - I was rather shocked to see this! All my TI policies I hold in the UK have £0 excess. So, they'd still be a fair whack out of pocket ($450-$250 = $200 back in the pocket). If we decide to let them get away with it and accept their offer, then that's $321 back in the pocket and ~$130 out of pocket).
What would you do here? The ticket was ex-CGK, but I'm struggling to find any Indonesian authority to raise a complaint with. Sri Lankan is no longer responding on the case file at all. When I called in today, they simply directed me to [email protected] - which is who is not responding, so that seems fruitless. I'm not aware of any EU protections/complaints process I could follow due to the flight being ex-CDG.
Given the flying experience, and airport experience at CMB Mrs FB and I had, plus my folks issues with the baggage as noted above, UL is a carrier I've now absolutely struck off my "fly with" list.