Originally Posted by
mathieui
There where some changes in procedure of handling Ultimate Check-in claims?
On the 29th I was traveling back to the Paris... my suitcase was damaged. I went to the counter at the CDG, but as soon they saw that I'm Ultimate they told me to go home, take pictures and send it to the Travel Assistant with request of solving the problem... they said that at CDG they don't do protocols anymore.
I did that, I got confirmation that TA has transferred the topic to the Customer Service, and today I've got a reply (machine translated from French):
I’m back for Round 2 of the "Suitcase Saga," and honestly, at this point, the joke is on me
I’ve been battling Customer Service since late December over a damaged suitcase. Looking back, I regret not just throwing the thing in the trash. The math simply doesn’t "math" anymore:
- Suitcase worth a little bit over €200,
- "Work": I had to find a repair shop, pack it, ship it (at my cost), pay for a technical expertise just to prove it was actually broken, cal the repair shop (they where not the most resilient... but this one can be on me - I've picked authorized repair center
)
- Time I’ve spent on all of this.
The best part? They are fully aware of my Ultimate status. They know exactly how much effort they are asking me to put in, yet they proceed like I’m an Explorer on my first-ever flight.
I’m actually scared to think what would happen if I had a Rimowa or something expensive
Would they make me fly to the factory myself to get a signature?
TA got reply that they will contact me to find a solution. They where supposed to call me, but instead and few minutes later I've received email from Customer Service with middle finger.
Is it just me, or has the "Ultimate" promise become a "DIY Support" program?
Why can't they just adopt the best practices of other carriers who actually value a passenger's time?`
PS. Oh, and have I mentioned... that I was also kicked out of my pre-selected seat for "operational reasons" just to give the seat to someone else? Only, in a brilliant twist of life, that person rebooked himself to another flight
I like AFKLM, I like AFKLM, I like AFKLM, I like AFKLM, I like AFKLM, I like AFKLM, I like AFKLM, I like AFKLM, I like AFKLM, I like AFKLM, I like AFKLM... lol