[ruth]

I sent luggage from Johannesburg to Dulles. I was sent an e-mail when the luggage left Joburg. I was not told that the luggage had arrived at Dulles. I went there on my own and was told that I have to pay $674 dollars for storage. I was NOT notified that the suitcase had arrived.

What's more, the contents of the suitcase is worth about $100, but they are my clothes.

Moreover, when I asked what they would do with the clothes, I was told that they are just going to dumb them. The tone of the worker was so abrupt and ill-mannered that I was totally shocked. I always appreciated British Airways, but after this incident, I will think twice before booking on this carrier.

I would really appreciate getting back my suitcase with its contents, especially since I was not informed that it had arrived at the airport. I would also appreciate your looking into the matter and contacing me at your earliest convenience.

Thanks.

Ruth Rhone

[xjcaptain]

How long was it there?

[ruth]

According to the people I spoke with at the BA office, the bagage arrived September 2, and they started to collect storage as early as September 6. Please remember that I waited for an e-mail to notify me of its arrival. This did not happen.

[xjcaptain]

If your were notified when it left, why did you wait so many days to check on its arrival and not pick it up? If they told you it was on its way it shouldn't be a big leap to know that it needs to be picked up shortly. It not like it was coming by steamship...

[ruth]

Thanks for your quick response. Your question is pertinent, however, when I left South Africa, I received an e-mail stating that the luggage had left. I expected to receive another e-mail notifying me of the arrival of the suitcase. Not being aware of how operations are carried out when one has to pick up luggage, and since I had been contacted by e-mail regarding the departure, I was waiting for the same kind of notification from the company regarding the arrival of the luggage.

The company also claimed that they tried to get me on the phone. I am just surprised that such a big company which has to deal with people every day, would not try to woo and keep clients by using a second method of notifying them, namely: e-mail as they had done before.

I am aware that people are extremely busy at your offices, but I find it really hard to believe that the telephone is the only means of communication that you use to contact clients.

I hate to think that no other means of communication was tried so that the storage fee could accumulate and I would be forced to pay up. And let's be reasonable, $674 dollars for a suitcase of good worth less than $100 is just preposterous.

This has been a very unpleasant experience and I am still hoping that I can still get my suitcase, and that the matter will be settled amicably.

Thank you for listening to me.

Ruth Rhone

[jimworcs]

Ruth, you do realise that this is an internet forum, and not run by British Airways don't you? This site has no connection to BA.

[ruth]

Thanks. I guess I am too disgusted with the airlines to notice.

[jimworcs]

I think you need to send a detailed letter of complaint to BA detailing your complaint and asking them to waive the storage fees in these particular circumstances. On the other hand, you don't seem to have a strong case to suggest that you had a reasonable expectation that they would email you to tell you when the bags arrived. If they had your number and tried to call you, particularly if they left a message, you are on dodgy ground to say they are being totally unreasonable. I would be accepting of the communication problem, offer a reasonable sum (£50 say) and ask for your belongings back.