Originally Posted by
crackjack
OP stated the wife was forced to buy (at inflated prices) from the hotel shop as all other shops were closed (though if clothes were bought for each of the 7 days, it may be a bit much and Hari Raya is only 1 day, even if this was in Terengganu). Hence, such receipts should be kept to explain any significantly higher payment.
The airline may offer a flat rate much lower than required in such cases, but again, it is strongly recommended to retain receipts (see MAVCOM’s page an other similar articles on the matter), particularly in case the claimant is unhappy with the compensation offer.
I've had airlines (QANTAS, CATHAY) straight up pay me cash on arrival before I go the baggage claim. They knew my bags were delayed and pro-actively were providing passengers with CASH. Not a voucher - but CASH!
This is how it should be. It's NOT the passnegers fault the bags are lost/missing/whatever. I don't know why everyone is hell belt on 'existing process'. There is a mountain of studies which prove over and over and over again that when things go wrong - proactively over-compensating the customer leads to increased levels of loyalty, which translate into new revenue.
SECONDLY - What's wrong with airline giving $x flat rate, and the pax following up with their travel insurance for the remainder?
I don't like this "this is how it works and always has been therefore xxxxxxxx". The world is changing. Mavcom only cares about people submitting complaints as thats how they generate revenue.
We should be holding airlines to a higher standard, which, in turn, makes their job easier.