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KLM / lost item in the luggage

1 Indonesia

On Wednesday, April 15 at 3:00pm (Rome time) Me and my wife checked in at KLM counter in Rome Airport (Fiumicino) for flight KL1604 (FCO-AMS) and KL809 (AMS-CGK). On Thursday, April 16 at 5:15 pm (WIB) we finally arrived at CGK – Jakarta (Soekarno-Hatta Airport). Felt very exhausted after long hours flight, we have waited for all our luggage only to find out that they did not show up. Felt desperately and anxious we reported our problem to the airport staff. Then we found out that our luggage data were input wrongly by KLM staff in Rome Airport’s check in counter. The names was stated Baldini, the gentlemen who we assume checked in before us and our flight was stated KL 1604& KL 753 and was sent to country/ state of UIO which it suppose to be KL 1604& KL 809 to CGK.<br />
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That night end up really exhausted physically and mentally for us. As KLM customer, we are very disappointed with the experience we have to endure. On Sunday, our luggage was sent back to us by KL809 :17.15 but we have to wait until 00.30am on Tuesday to receive our luggage. What really disappointed us, our luggage arrived in such bad condition. The zipper were opened and we lost Handphone HTC Touch Pro and Swatch Watch (total lost value of Rp.12.000.000, -).<br />
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Our complaint was responded by KLM Jakarta on May 5, 2009 ( 20 days after our complain was submitted), very slow respond for a lost of material case. Can we imagine if this is about an injury case. The respond from KLM Jakarta were disappointed us deeply. They refuse to compensate for our lost and only about to send a sorry email.. Is this a kind of responsibility from European Airline? Big name in Europe does not guarantee we were being treated with fairness as a customer.<br />
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Such error should not be happening especially for KLM, a well known international airline company. After this incident we not recommend to use KLM service ever again. KLM carelessness has caused desperation and anxiety for us. Nobody should never have bad experience that we have.

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