Hi Zenica

Firstly i'm sorry to hear of your experience on one of our flights and I completley understand your fustration! I have read everything posted after your original letter and some of the comments are completley uncalled for.

I have just spoken to a customer relations manager in FRA who I know well as I was very interested to hear where we stand. The info I was given is that our crews are asked to seal duty free bags.... but there is absolutley no legal requirement for us to do this. It is simply done to assist passengers. Clearly on this occassion we did not do a very good job. I was also advised that on previous occassions requests for compensation such as yours have been denied. Did you receive any receipt for the goods taken by security?? The reason I ask is because there is a level of fraud risk in that a passenger can purchase hundreds of Euro's/Dollars worth of perfumes for example onbaord and then land themselves, hand it over to somebody, go back through security to catch another flight and then claim compensation for removal by security.

You'll have to wait and see how our NYC office deals with this but any compensation will likely be a gesture of goodwill. It depends who handles the case. But as I said above we are not legally bound in any shape or form to get your purchased liquids through security check points where rules on the transportation of liquids are defined by EU regulations.

This may seem totally unfair and I would understand anyone thinking this but it is the case. I wanted to give you as best factual info as possible.

Regards