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!^