Dnata review: Baggage damages

I traveled on 25/8/23 from Phuket to Sydney airport FLIGHT/DATE - SQ739/24AUG/SQ231/25AUG/

ROUTING - HKT /SIN /SYD and my brand new Samsonite suitcase was damaged when I picked it up at Sydney airport. The zipper had separated and the TSA lock appeared to have been tampered with. I immediately took the bag to the lost/damaged baggage counter at Sydney airport and the staff there lodged an online report/complaint for me and also attached lots of pics that he took of the damage. I was then sent an email with a report number. I followed up with a phone call to Dnata customer service on 12/9/23 and was told I have to take the luggage to a service centre for assessment. The problem I have is that I don’t drive and live approx 1 1/2 hrs away from any of the service centres. The customer service staff advised that I try and contact the airport baggage desk as she couldn’t help me but she wasn’t allowed to give me a phone number or transfer me and suggested I try google. Unfortunately I couldn’t find a number other than the same customer service number that I had already rung so have no way of contacting them. Can you please help me resolve this issue. I don’t understand why the pics that were sent with the report (taken by airport staff) can’t be used in making the assessment of damages. I took the damaged bag to the store where I had purchased it and they sent it to the manufacturer Samsonite and they verified that the locks and zippers had been tampered with and it’s not a warranty fault therefore making it a baggage handling issue. I just need to be compensated for the damages so I can replace my brand new suitcase. It cost me approx $600 AUD. I am very disappointed in how unhelpful your phone customer service staff are and hope that this isn’t your company policy to make the whole baggage damages claims process difficult so people can’t be compensated for their damaged property. I hope to hear from you soon to resolve this.

The report/claim number I was emailed is:

SYDSQ21782/25AUG23/0129GMT. Please refer to this claim on your records as the pics of the bag had been uploaded by the airport staff member.

Regards

Shandi Parker

[protected]

[protected]@bigpond.com