I purchased my ticket via Expedia.com to fly to Turkey from New York.
May 3rd, I checked-in my luggage at JFK, and transferred in Kiev with Ukrainian Airlines. When I landed in Istanbul, realized someone opened my luggage and STOLE some items including my brother’s wedding gifts.
Don’t tell me it’s my fault (as all my friends/family) putting them in to my luggage. What else am I supposed to think? It’s not a random place, it’s airport. It’s a company and their employees. It’s their responsibility. I would never think someone could do that in a secure place like an airport, especially after seeing they charge for extra weight.
When I googled the situation, I found out over 200 pieces of luggage stolen every day from JFK. And a lot of thefts at Boryspil Airport. (Thinking about it, it’s not a bad career option)
I contacted both Expedia and Ukranian Airlines. Expedia told me:
“Thank you for contacting Expedia about your stolen items on your previous flight reservation with Ukraine International Airlines.
We apologize for the delay in answering your e-mail. We are currently experiencing an extremely high volume of e-mail requests, preventing us from responding within our normal standards.
We are truly for what had transpired on your reservation. We regret any inconvenience that you encountered, and we would like to assure you that every reservation is important to us.
As you may know, Expedia acts as an independent reservations agent for airlines, car rental companies, and hotels. However, if one of our customers has an unsatisfactory experience, we take appropriate action to ensure that other customers do not have a similar experience.
In cases like these, you would need to coordinate this directly with the airlines as they are in the best position to help you with your concern. You may call them directly at 1-800 876-0114 and have your airline confirmation code “XXXXX”.
If this does not answer your question or solve your problem, feel free to reply to this message or call us at 1-800-EXPEDIA (1-800-397-3342) or 1-404-728-8787 (for callers outside U.S. and Canada) and reference case ID: M-XXXXXX.
Thank you for choosing Expedia. “
And this is the response from Ukrainian Airlines:
“We extremely regret to learn that you have reasons to complaint. Please, accept our sincere apologies for the inconveniences on the flights PS 232/PS 715 – 03rd May, 2014, where was spoiled by your damaged baggage.
Hereby we would like to acknowledge receipt of your written complaint dated 04th May 2014. Your claim is registered under the number № xxxx dated 05th May, 2014 and accepted for settlement.
We need some time to investigate your issue. Our official reply will be sent to you at our earliest convenience. (According to the current legislation and according to item 4 chapter 1 section XXVIII of the Rules, time limitation for claim settlement to three month).
Thank you very much for your understanding and we would like you to be assured of our best attention at all times.”
I also contacted with JFK airport they sent me this:
“Your email inquiry regarding lost property has been received by the Property Clerk’s Office at JFK International Airport.
The Port Authority of New York and New Jersey DOES receive lost property from Port Authority Police, Terminals 1 and 4, AirTrain and our on-airport bus provider, therefore we will reply, via email, if your lost property has been received at our office and let you know how you can retrieve it.
The Port Authority of New York and New Jersey is the airport operator and therefore DOES NOT handle checked bags, items left on the aircraft or items lost at a security checkpoint. Below you have a selection of phone numbers & email addresses to help you find your lost property.”
So basically, as I understood what they are saying is wait 3 months. According to this and that rules, I have to claim in 24 hours (which I did, even received a police report), and emailed everywhere necessary; and 3 months to close the case. If Ukrainian Airlines response to me “Hey by the way we need this receipts or etc” 3 months later, the case may close maybe.
If you ever have that theft situation you’ll find yourself in an awkward place. Angry, desperate, sad, etc.. Well I’ll fight with that problem, cause I think it should not happen to someone else. That’s disgusting, and if the responsible organizations don’t do anything about it, it means they make this thefts legal. Stealing is OKAY.
So I’m expecting them to resolve my issue, and find the people who do that and punish them.
If I used American Airlines to purchase the ticket, they’d give my money back immediately. Because they have lawyers and everything, they’d fight with the responsible organizations, and get what they want. In my case, or in other individual events, we’re alone, and need to fight alone. Well I’m a fighter, and I’m not going to give up till I get a result.