[Abooismail]

On August 28, 2011 my family traveled back to the States via Saudi Airlines flight SV0021 from Jeddah to JFK. This was in the final days of the month of Ramadan with the airport in its usual chaos that occurs annually during this time. My family checked in with seven bags. All were tagged but only four were put on the belt for weighing. The Saudi employee told my family to leave the other three bags on the cart and they (Saudia staff) would put the bags on. Later, on the plane, a man told my son that he came after my family and the bags were still on the cart.

Upon arrival to JFK those three bags were missing, along with approximately 50 missing bags for the entire flight. My family processed the claims and were given three Fed Ex tracking numbers to be used when the bags (presumed) arrive on later flights. They were not given a claim receipt or number. The bags never arrived. My wife was in daily communication with Saudi airline staff at JFK until I got involved approximately 6 or 7 days by telephone from Saudi Arabia, where I work. They told me (I will not the staff names) that they have been sending telexes to the airline office (HQ) in Jeddah but getting no responses. These employees also gave me the claim number and bag tag numbers and after about 10days of not finding our bags they suggested I travel to the Saudi airline lost baggage warehouse in Jeddah to look for my bags. I took one day off from work and paid 200 dollars for airfare and traveled to the (dirty and stinking) warehouse but did not find my bags. I was sent to the customer service manager for baggage services across the street. He accessed my information based on the claim number I gave him and spent about 30 minutes trying to locate our bags but could not. He gave me 3 claim forms and instructions for completing. I returned to Dammam and on October 2nd, 2011 faxed the forms with all items to that office.

On October 30th I received an (insulting) letter via email from a Mr. Abdullah M. Alhejailan, Manager Customer Relations-Baggage denying our claim (over 2,300 dollars) stating we did not file the claim until 14 days after arrival. I said this is insulting because, one, my family filed the claim and have the Fed Ex tracking numbers and two, one would have to be a complete idiot, suffering dementia, having psychotic illness or have had brain trauma to not report the loss of all of their clothing and other belongings, then 14 days after wearing the same under-ware, socks, etc that he arrived in, enquire about where his luggage is.

Further, this man had the utter audacity to state that a “thorough search was done on a courtesy basis”. They lost our luggage, I searched the warehouse, loosing a days wage and 200 dollars air fare but they consider whatever they did as a “courtesy”. I can only apply the label ‘criminal’ to that.

To conclude this sick tale, he ends his letter by stating, “we sincerely hope to have your thoughtful understanding of our position”. This is like being raped then the rapist asks his victim to understand that he had a sexual urge. We feel victimized in the same way.

I take all this back to corporate governance because for me that is where the problems lie. I will not launch my a tirade about my perception of Saudi Airlines Corporate leadership (or more appropriately, a lack of it), but suffice it to say, it’s ‘business as usual’.

[jimworcs]

They sound like a complete nighmare....their reputation is poor. In future, I would choose another airline, but in the meantime you might try complaining to:

Civil Aviation Authority: Presidency of Civil Aviation
PO Box 1165
21431 Jeddah
SAUDI ARABIA Tel:+966 2 640 5000
Fax: +966 2 640 1025
Email: feedback@pca.gov.sa
Website: www.gaca.gov.sa

[Abooismail]

Thanks Jim. I didn't think about the Civil Aviation Authority. I'll try that, but frankly, I've been in Saudi 16 years and really don't expect much from that, but I'll give it go. Lost baggage is understandable (to a point) but stating in their denial of claim letter that the airline searched for the luggage as a "courtesy" and "hopes" we understand is their decision of denial is just too much to fathom. I am probably correct when I state that I spent more time in the (stinky) lost baggage warehouse in Jeddah then any of their employees.

[jimworcs]

To me, apart from the insulting tone and language and transparent insincerity of their response, their attempt to "get off on a technicality" that the claim was not made within 14 days is the worst offence. I would emphasise this with the CAA?.that you have proof that you did file a claim, and were given tracking numbers. This should at least force Saudi to reopen your file. Good luck.

[Abooismail]

It's nearly five months since Saudi airlines lost 3 of 7 bags and later claimed I filed 14 days after arriving in JFK, thus, asking me to please understand that they must deny the claim. I have taken to the social media, specifically on the airlines facebook page and at one point several weeks back touched a nerve. Then I changed up and softened a bit to which I was asked for my claim number. Same result today....I supposedly filed 14 days late. Even if I did, and I didn't, they lost the bags. A point of logic here. Unless someone had some serious mental health disorder or brain injury, or was from another planet, and unaware of baggage rules, who would land in an airport, find 3 pieces of luggage missing, two of which had all the belongings for two people, including clean underwear and just leave, then notify from another State, 600 miles away by telephone, that they l lost their bags? This type of argument doesn't work with this airline, despite the three Fed Ex tag numbers given by Saudia staff in JFK when my family reported the bags had not arrived. Seems if and when the bags arrive, they are sent by Fed Ex to the owner under the numbers given at the time of processing the claim. This did not impress the airline customer service manager. Poor business ethics is not an issue when a company does not have to be competitive to survive. Complacency and poor governance seems the rule rather than the exception. Flyer beware.

[lostinlondon]

Unfortunately, reporting a baggage missing on arrival is one thing, filing a formal claim with the carrier is another. Under applicable legislation (namely the Montreal Convention), ''the complaint must be made in writing at the latest within 21 days'' (article 31).
Correct me if I am wrong but, from your initial post, I understand that the incident occurred on 28/08 and that you wrote to SV outlining the extend of your relatives' damage on 02/10/11. SV are therefore rejecting your claim because it was filed 14 days later than the official deadline (=18/09).
All airlines will follow the same policy based on the Montreal Convention. But that obviously no consolation to you...

BTW, why did you post in the AA sub-forum?

[Abooismail]

Lost in London, I'm a bit confused. When you report the missing baggage you are given a claim number. You are supposed to be given claim forms, which SV forgot to do but sent them. Either way, they were telling us for at least a week to wait, to see if the bags arrived on a later flight. That is the reason for the Fed Ex tracking numbers. So, are you saying that according to the Montreal convention, you have to actually file the claim form at the time of reporting the lost bag? What I understood from the general aviation authorities web site, that airlines operating in Saudi Arabia are supposed to post their baggage rules and regs on their website. There is nothing in the SV website explaining any time frames, consequences, etc. It only states inform the airline of missing baggage upon arrival. Thanks for your information.

[Abooismail]

Good news, we hope. My wife spoke to a manager for Saudi airlines in New York. The woman was shocked and to make a long story short, she investigated and about 1 or 2 weeks later I received a call from Saudi Airlines in Jeddah asking me where I wanted the claim check sent. I didn't ask an amount and not concerned. Hopefully, a wrong has been corrected. That was our goal. Now, we're waiting for the check...

[jimworcs]

Lets hope justice is served!!

[lostinlondon]

Originally Posted by Abooismail

Good news, we hope. My wife spoke to a manager for Saudi airlines in New York. The woman was shocked and to make a long story short, she investigated and about 1 or 2 weeks later I received a call from Saudi Airlines in Jeddah asking me where I wanted the claim check sent. I didn't ask an amount and not concerned. Hopefully, a wrong has been corrected. That was our goal. Now, we're waiting for the check...

Congratulations Abooismail. While it certainly has not been as all plain sailing, what's important is that you appear to have reached an acceptable outcome without the need to involve the DOT, your local judge or the King of Saudi Arabia.