WOW Air — destroyed luggage
I traveled with wow air on may 3rd, 2017 to berlin schonefeld (Sxf) with a layover in keflavik (Kef). On may 5th, I boarded flight ww 720 from kef to sxf. When I arrived at sxf, my luggage was broken. It seems that the zipper was caught on something, and completely ripped off, leaving the contents of my bags exposed. Upon arrival, I looked for an agent at sxf. I immediately took a photograph at the baggage carousel, and tweeted at @wowairsupport. They responded by linking me to a form at luggage. Wowair.net with no other instructions. I then went to the luggage complaints department, and was told that there was no one from wow air that would be able to help me with my request. That evening, I filled out the form and was told that an agent would be in contact with me. Then, I received a second email saying, "at the airports should always be wow air representative or some employees at the arrival hall, it is not closed until all passengers are gone through. And then there are always some employees in the area, we're sorry that you have not been aware of them," and that if I didn't file a complaint at the airport, they couldn't be certain that the damage happened on their flight. This is troubling in several ways — first, they do not have the customer in mind when they make a mistake. They have language built in that absolves them of wrongdoing. Secondly, there was no one in the terminal that was able to help me, and I tried for a good 30 minutes to try and find someone at sxf. Thirdly, my photograph clearly shows my damaged luggage at the luggage carousel, and my image is timestamped within 30 minutes of when the plane landed. These indications should be taken into consideration. However, no one has responded to various emails trying to contact wow air, and it is now a week later. I fear that there will be no resolution to this complaint.