[Garth]

In January 2008, I flew on Kenya Airlines from Dubai to South Africa with a stop over in Kenya, which was delayed by an hr and a half!! Once I finally landed in Johannessburg, I was told my bags had been held back in Kenya for unknown reasons, which is obviously quite strange. My luggage was only delivered the following afternoon, and when I opened them up...they had been pilfered, and all my valuables had been removed, including gifts I brought home for family and friends.

I then called Kenya Airlines, and was told to fax my claim form through. After waiting a week with no response, I called and was then told to send via registered mail. Which I did, and then waited a month with no replies to the calls I made to their offices. I called and was finally told that they had not received my mail.

I then posted a complaint on a website much like this, and suddenly my mail was found. Then I was told it was in the process of being taken care of. I waited nearly another month with no solution, and no feedback. After contacting higher management a few times, and posting on a few consumer websites, I was finally given an offer for my stolen luggage.

The offer itself was extremly low, less than half of what I claimed for. I enquired why and was told that they do not cover Expensive items, and that I must have my (damaged by their staff) bags repaired. I felt abused almost, but what can I do? So I signed the form, sent it by registered mail again, and also e-mailed a scanned copy..hoping that the issue was finally resolved.

Ive now waited another 2 weeks with no reply, or response. I called the post office and confirmed the letter was collected on the 3rd of this month. Kenya Airlines has now told me they do not have it, and want me to re post the form.

This has been going on for 3 months now. Everytime I have been asked to do something, I do it..and then wait, with no response.
The service I have received has been disgusting, and I honestly believe customer service and satisfaction are not part of their business values.