[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’.