Lost MacAir laptop at Istanbul
Jan 19, 2018, 3:24 am
#1
Original Poster
Join Date: May 2015
Location: Tokyo
Posts: 63
Lost MacAir laptop at Istanbul
Recently my uni student lost her MacAir on her flight TK 1636 on 12/28 from Munich to Istanbul Ataturk Airport. She left her computer in the overhead compartment on the plane. She later noticed after she had taken a bus to the airport building, but after she had gone through immigration and airport security. She spoke to Turkish Airlines staff who told her to ask in Tokyo about the computer's return (claiming that she didn't have enough time and would miss her flight).
After arriving in Narita Airport in Tokyo on flight TK52, she spoke with Turkish Airlines staff in Tokyo, Japan. They took a memo about her laptop, and contacted the Istanbul Turkish Airlines staff. She heard from the Tokyo TA staff on 12/30 and was told it was in the International lost and found office at the Istanbul Ataturk Airport. Then she was instructed to contact a local FedEx office in Istanbul to have a courier pick it up. She did this through the Tokyo FedEx office on December 30 th and received a reply on January 4th (because of a New Year Holiday in Japan). Then she had to make a waiver document, customs document and lost and found claim and sent them to the Lost and Found office at the Istanbul Airport on the 12th of January. The Istanbul FedEx office reported to the Tokyo FedEx office that currently the last 2-3 months FedEx couriers in Istanbul have been unable to pick up packages from the Lost and Found office in the airport due to security restrictions (though the Lost and found office claims differently).
She called today January 19th, and I spoke with the manager Mr. Turkcam at the FedEx office in Istanbul who confirmed that they FedEx are unable to pick up packages from the lost and found office right now.
One other thing, there seem to be two different claim numbers; one issued in Japan by Turkish Airlines and the other by the lost and found office at the Istanbul Airport. Shouldn't these claim numbers be the same or is this usual (as the lost and found office is another company)?
Can any member suggest anything that can be done to bring this laptop back to Japan and its rightful owner?
Note to moderators: please move this to another forum if it is posted in the wrong one.
After arriving in Narita Airport in Tokyo on flight TK52, she spoke with Turkish Airlines staff in Tokyo, Japan. They took a memo about her laptop, and contacted the Istanbul Turkish Airlines staff. She heard from the Tokyo TA staff on 12/30 and was told it was in the International lost and found office at the Istanbul Ataturk Airport. Then she was instructed to contact a local FedEx office in Istanbul to have a courier pick it up. She did this through the Tokyo FedEx office on December 30 th and received a reply on January 4th (because of a New Year Holiday in Japan). Then she had to make a waiver document, customs document and lost and found claim and sent them to the Lost and Found office at the Istanbul Airport on the 12th of January. The Istanbul FedEx office reported to the Tokyo FedEx office that currently the last 2-3 months FedEx couriers in Istanbul have been unable to pick up packages from the Lost and Found office in the airport due to security restrictions (though the Lost and found office claims differently).
She called today January 19th, and I spoke with the manager Mr. Turkcam at the FedEx office in Istanbul who confirmed that they FedEx are unable to pick up packages from the lost and found office right now.
One other thing, there seem to be two different claim numbers; one issued in Japan by Turkish Airlines and the other by the lost and found office at the Istanbul Airport. Shouldn't these claim numbers be the same or is this usual (as the lost and found office is another company)?
Can any member suggest anything that can be done to bring this laptop back to Japan and its rightful owner?
Note to moderators: please move this to another forum if it is posted in the wrong one.
Jan 19, 2018, 11:47 pm
#3
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Please follow the redirect as we locate this thread to the TK forum.
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~beckoa, co-moderator Information Desk
Jan 20, 2018, 12:23 am
#4
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You might want to read this thread:
How To Retrieve Lost Item at IST Turkish Airlines Domestic Terminal After Leaving Tur
Your battle is uphill. It shouldn't be but you are dealing with two organisations, Fedex-in-Turkey and Turkish Airline's ground crews, neither one of which has much notion of customer service. I'm sure both have stars among them, but the odds are you'll be dealing with duds.
Unless you have a friend or agent in Istanbul, I'd suggest you try to get someone in TK's Tokyo office to take ownership of the problem - my experience is that TK-employee talking unto TK-employee can be a magic key to resolving problems: especially where your TK-employee has some clout in the organisation.
How To Retrieve Lost Item at IST Turkish Airlines Domestic Terminal After Leaving Tur
Your battle is uphill. It shouldn't be but you are dealing with two organisations, Fedex-in-Turkey and Turkish Airline's ground crews, neither one of which has much notion of customer service. I'm sure both have stars among them, but the odds are you'll be dealing with duds.
Unless you have a friend or agent in Istanbul, I'd suggest you try to get someone in TK's Tokyo office to take ownership of the problem - my experience is that TK-employee talking unto TK-employee can be a magic key to resolving problems: especially where your TK-employee has some clout in the organisation.
Jan 22, 2018, 11:57 am
#5
Join Date: Sep 2008
Location: New Orleans
Posts: 20
Please also see this Thread:
How To Retrieve Lost Item at IST Turkish Airlines Domestic Terminal After Leaving Tur
How To Retrieve Lost Item at IST Turkish Airlines Domestic Terminal After Leaving Tur
Jan 23, 2018, 8:12 am
#6
Original Poster
Join Date: May 2015
Location: Tokyo
Posts: 63
Thank you for the idea, but doesn't seem like it. She just returned to Japan last month and was only transiting in Turkey after visiting Germany for the Christmas holiday.
Jan 23, 2018, 8:13 am
#7
Original Poster
Join Date: May 2015
Location: Tokyo
Posts: 63
You might want to read this thread:
How To Retrieve Lost Item at IST Turkish Airlines Domestic Terminal After Leaving Tur
Your battle is uphill. It shouldn't be but you are dealing with two organisations, Fedex-in-Turkey and Turkish Airline's ground crews, neither one of which has much notion of customer service. I'm sure both have stars among them, but the odds are you'll be dealing with duds.
Unless you have a friend or agent in Istanbul, I'd suggest you try to get someone in TK's Tokyo office to take ownership of the problem - my experience is that TK-employee talking unto TK-employee can be a magic key to resolving problems: especially where your TK-employee has some clout in the organisation.
How To Retrieve Lost Item at IST Turkish Airlines Domestic Terminal After Leaving Tur
Your battle is uphill. It shouldn't be but you are dealing with two organisations, Fedex-in-Turkey and Turkish Airline's ground crews, neither one of which has much notion of customer service. I'm sure both have stars among them, but the odds are you'll be dealing with duds.
Unless you have a friend or agent in Istanbul, I'd suggest you try to get someone in TK's Tokyo office to take ownership of the problem - my experience is that TK-employee talking unto TK-employee can be a magic key to resolving problems: especially where your TK-employee has some clout in the organisation.
Jan 23, 2018, 8:13 am
#8
Original Poster
Join Date: May 2015
Location: Tokyo
Posts: 63
Please also see this Thread:
How To Retrieve Lost Item at IST Turkish Airlines Domestic Terminal After Leaving Tur
How To Retrieve Lost Item at IST Turkish Airlines Domestic Terminal After Leaving Tur
Feb 20, 2018, 11:04 pm
#11
Original Poster
Join Date: May 2015
Location: Tokyo
Posts: 63
Rozy was very helpful and I did PM him already after some delay. I apologize as I am more of a lurker than a regular poster on FT and didn't seem to notice I had a waiting PM when I originally looked at FT (I might not have been logged in).
My student put pressure on Turkish Airlines through a consumer help group in Japan and the manager from the Tokyo branch went to Istanbul to get my student's MacAir.
Thanks again Rozy!
My student put pressure on Turkish Airlines through a consumer help group in Japan and the manager from the Tokyo branch went to Istanbul to get my student's MacAir.
Thanks again Rozy!
Feb 27, 2018, 1:11 am
#12
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Rozy was very helpful and I did PM him already after some delay. I apologize as I am more of a lurker than a regular poster on FT and didn't seem to notice I had a waiting PM when I originally looked at FT (I might not have been logged in).
My student put pressure on Turkish Airlines through a consumer help group in Japan and the manager from the Tokyo branch went to Istanbul to get my student's MacAir.
Thanks again Rozy!
My student put pressure on Turkish Airlines through a consumer help group in Japan and the manager from the Tokyo branch went to Istanbul to get my student's MacAir.
Thanks again Rozy!
Thanks for letting us know the outcome too~