A Kenya Airways theft from luggage and how the CEO of KQ stepped in
#1
Original Poster
Join Date: Aug 2012
Location: Africa
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A Kenya Airways theft from luggage and how the CEO of KQ stepped in
Hope this is the right forum to post this!
This Jan, I was flying KQ from DXB to DAR via NBO and bought some
perfumes at Dubai Duty free. Since I had a long wait at NBO airport, upon reaching NBO, I decided to check in my hand luggage. I locked the bag with a small padlock. and received it on the carousel in Dar. Outwardly the lock was fine and nothing was disturbed. But upon reaching home, I opened the bag and discovered that a Hugo Boss perfume (worth US$70) was missing with just the outer gift box and plastic wrapper torn left behind in the bag.
Obviously the theft took place in between NBO- DAR sector and the thieves were careful to lock the bag after somehow breaking open the lock...Normally you throw up your hands in the air and shout a few choice expletives and thats that...But I decided to write an email to KQ Customer service and for the heck of it cc-ed it to the CEO of KQ- Dr Titus Naikuni (Thanks Google search!) .....I followed it up again a month later and asked for compensation- got a generic reply- we are doing our best to recify our procedures etc from KQ DAR office-
But then the CEO forwarded it to their Head of Customer relations and voila- last week the airline calls me from NBO and offers full compensation - which came through in the 2 days
Now thats a great way to regain a customers trust, Thanks Titus!^
This Jan, I was flying KQ from DXB to DAR via NBO and bought some
perfumes at Dubai Duty free. Since I had a long wait at NBO airport, upon reaching NBO, I decided to check in my hand luggage. I locked the bag with a small padlock. and received it on the carousel in Dar. Outwardly the lock was fine and nothing was disturbed. But upon reaching home, I opened the bag and discovered that a Hugo Boss perfume (worth US$70) was missing with just the outer gift box and plastic wrapper torn left behind in the bag.
Obviously the theft took place in between NBO- DAR sector and the thieves were careful to lock the bag after somehow breaking open the lock...Normally you throw up your hands in the air and shout a few choice expletives and thats that...But I decided to write an email to KQ Customer service and for the heck of it cc-ed it to the CEO of KQ- Dr Titus Naikuni (Thanks Google search!) .....I followed it up again a month later and asked for compensation- got a generic reply- we are doing our best to recify our procedures etc from KQ DAR office-
But then the CEO forwarded it to their Head of Customer relations and voila- last week the airline calls me from NBO and offers full compensation - which came through in the 2 days
Now thats a great way to regain a customers trust, Thanks Titus!^
#4
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#5
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Mods, please consider a change to the thread title. A little bottle of Hugo Boss walking off isn't exactly horrific.
[Thread title changed and thread re-directed to appropriate airline forum. Ocn Vw 1K, Moderator, TravelBuzz.]
Last edited by Ocn Vw 1K; Mar 6, 2014 at 1:19 pm Reason: See note above.
#6
Join Date: Nov 2011
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Misleading of the year.
I was hoping to hear something about OP running from machete weilding rebels through a pack of lions while dragging his carry-on with a missing wheel.... or getting a ride from the local militia to airport as long as he promises to man the machine gun in back of the jeep.
OP, you lost respect points. All of them.
I was hoping to hear something about OP running from machete weilding rebels through a pack of lions while dragging his carry-on with a missing wheel.... or getting a ride from the local militia to airport as long as he promises to man the machine gun in back of the jeep.
OP, you lost respect points. All of them.
#7
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Either way, it's disheartening to have theft from baggage.
I am pleased to see that compensation was offered, in what appears to be a prompt manner.
Kenya Airways will never likely find the likely suspects, as there are too many locations and people to interview for a $70 item.
Nevertheless, it's nice to know that Kenya Airways has your back. . .
I am pleased to see that compensation was offered, in what appears to be a prompt manner.
Kenya Airways will never likely find the likely suspects, as there are too many locations and people to interview for a $70 item.
Nevertheless, it's nice to know that Kenya Airways has your back. . .
#8
Original Poster
Join Date: Aug 2012
Location: Africa
Programs: A3 Gold, Hertz Gold
Posts: 92
For those who felt it was misleading sorry....but having items pilfered and then locks put back on...was a shock....any way I wanted people to know how copying a CEO in can sometimes be useful...