[rofix]

REF:. ITEMS STOLEN FROM CHECKED LUGGAGE IN THE SOUTH AFRICAN AIRLINES FLIGHT

Dear sirs,

I present below my complaint, not only request the company to reimburse me by the injury, but mainly to alert other people to not go through the same experience and injury that I went through.

ALERT
I come to warn you to avoid flying through South African Airlines, because I realized that there is evidence of a theft scheme installed in Johannesburg airport, and, in my experience, the company - S. African - has no interest in reimbursing the damage to customer.

MY RECENT HISTORY:
Travelling from Singapore to Sao Paulo by South African Airlines, checked in my luggage in Singapore, and when I arrived in Guarulhos (after a scale in Johannesburg) I was surprised that my luggage had not arrived on the same flight that I came.
After long hours of complaint to the company I finally received my luggage in the next day after 23h30 (when the company promised delivery it by 18:00).
However, when examining the luggage (with the witness of the person who delivered the luggage), I noticed that the lock had been broken and the suitcase opened. Thus, I decided to check its contents and found the lack of two Mont-Blanc pens (which cost approximately USD 1,000).
I contacted the company and requested the return of the stolen items or the corresponding value. After a long journey of countless emails and phone calls, I finally got the answer that the company will not reimburse for the stolen items.
Thus, I come to ask publicly to South African Airlines to return the value that was stolen from my luggage.
ORGANIZED SCHEME OF THEFT
It is interesting to note that with the exception of the stolen items, the other contents of the luggage were intact, in the exact position in which I had arranged before traveling. Since the pens were placed in the bottom of the suitcase, I suppose that the luggage passed through some type of x-ray which helped the burglars to identify the exact position of the pens which then could be removed without even changing the position of the other items, thus presenting an evidence of a well-organized scheme of theft.

Thank you,
Roberto Ventura.




FIRST EMAIL SENT THE COMPANY
Below is a copy of the first email sent to the company representative, on 11/19/2012, Mr. Rafael

Rafael
Baggage Services | South African Airways | Bsgru (Baggage Services)
Phone: +55 11 2445 2615 | Fax: +55 11 2445 4152 | E-Mail: Bsgru@flysaa.com
Airport Office-Sao Paulo-BRAZIL


Dear Mr. Raphael

We are trying to contact you since 11/17 on the phone that was informed by the South African Airlines, +55 11 2445 2615, but without success so far. Since 11/17 this number only calls and there is no answers, thus I decided to send the email below to register this event.

My contact refers to the luggage with the protocol GRUSA30091 that did not arrive with the flight number SA 222 from Johannesburg on 11/15 at 16.30 as it should have, along with the passenger of this flight, Mr. Roberto Ventura Fix, owner of the luggage. This luggage arrived at the residence of Mr. Roberto Ventura only at 23.30 of the next day, 16/11, delivered by the company FN Transport, delivered by Mr. Oswaldo Nunes Pereira Jr (whose identity document is attached as he became a witness of this case).

Upon receiving the luggage in question, was identified by the owner and Mr. Oswaldo that its lock was broken and opens (see photos of the lock attached). Mr. Roberto then proceeded with the opening of luggage to check its contents in front of Mr. Oswaldo, who witnessed the opening and examination of its contents.

It was then identified that were missing two Mont-Blanc pens acquired in a Mont-Blanc store at Johannesburg airport on 11/03 for R 5565.00 (please, find attached the invoice) when the passenger was on a scale at this airport awaiting the next flight for Singapore.

We therefore ask WITH URGENCY, the return of the missing items or reimbursement of an equivalent value in money for acquisition of the same items in Brazil, at Brazil's market value, since it is no longer possible to purchase these items in Johannesburg by the passenger, Mr. Roberto Ventura.

Documents attached:
GruSa-30091
- Photos of the violated padlock
- Certificate of the Mont-Blanc pens
- Invoice of the missing items
- Protocol opened by carrier No. 1288
- Documents of the witness Mr. Oswaldo Nunes Pereira Jr.


We wait with urgency for a contact for reimbursement.