I had a look at previous threads but did not find one that closely match my problem.
Early January I flew TG SIN -LAX J via BKK. In BKK I had a 3 hour stopover, but apparently it was not enough for my luggage to make connection. After waiting for 3 hours in LAX, I was told to fill out a form and got kicked out of the airport (it was 8 degrees outside) in a t-shirt. All my warm clothes were in suitcase, together with toiletries, business attire, etc.
I was told my suitcase did not meet connection but will be delivered on the next flight. I drove off to San Diego shivering and miserable. Over next day I kept on calling TG but they could not give me an idea of where my luggage was. In the morning I had to buy some toiletries and basic clothes (underwear, socks, etc). My colleagues loaned me some warm clothes. As the evening black tie party was approaching I called TG and was told my luggage was somewhere but they were not sure where. So off to department store again, where I had to buy some shoes, a suit, a couple of business shirts. I went for the cheapest acceptable attire that would get me through 2 days of business meetings. All up over my 2 trips I spent over 600 US ( and all the clothes were on sale!). Next day my luggage was also nowhere to be seen, with LAX staff denying all knowledge of it. As I was about to make my next trip to Macy's in the evening it miraculously surfaced in my room, even though noone knew where it was!
When I got back to LAX the check in staff were very appologetic and got in touch with the customer relations manager who "promised to look after me". The photocopied all my receipts and even the schedule of my business meetings, to ascertain that my purchases were absolutely essential.
For the nex 2 months I kept on leaving messages on the voicemail of lovely Khun Abha in LA TG office and she kept on not answering them.
This week I got in touch with TG Singapore, who got in touch with TG LA. They are going "above their usual compensation amount" since I was in J and compensating me USD 200 for the clothes which I will hardly wear again.
When my bosses wife went to Germany a year ago with LH for a wedding and her luggage was delayed, she had to buy a dress and shoes. LH compensated her well over $1000 SGD. This was on Y redemption ticket!
I am not happy with the whole situation. Company does not provide insurance beyond the one that comes with corporate AMEX that pays for the airfares. I was offered by my manager to put in a claim for the full amount and be reimbursed by the company in full. I however do not see why my company has to bear the expense caused by TG incompetence. My (recovered) suitcase was also delayed on the way back from LA.
Does anyone have similar experience and how did you handle it? Is there any way I can escalate the issue within TG?
Early January I flew TG SIN -LAX J via BKK. In BKK I had a 3 hour stopover, but apparently it was not enough for my luggage to make connection. After waiting for 3 hours in LAX, I was told to fill out a form and got kicked out of the airport (it was 8 degrees outside) in a t-shirt. All my warm clothes were in suitcase, together with toiletries, business attire, etc.
I was told my suitcase did not meet connection but will be delivered on the next flight. I drove off to San Diego shivering and miserable. Over next day I kept on calling TG but they could not give me an idea of where my luggage was. In the morning I had to buy some toiletries and basic clothes (underwear, socks, etc). My colleagues loaned me some warm clothes. As the evening black tie party was approaching I called TG and was told my luggage was somewhere but they were not sure where. So off to department store again, where I had to buy some shoes, a suit, a couple of business shirts. I went for the cheapest acceptable attire that would get me through 2 days of business meetings. All up over my 2 trips I spent over 600 US ( and all the clothes were on sale!). Next day my luggage was also nowhere to be seen, with LAX staff denying all knowledge of it. As I was about to make my next trip to Macy's in the evening it miraculously surfaced in my room, even though noone knew where it was!
When I got back to LAX the check in staff were very appologetic and got in touch with the customer relations manager who "promised to look after me". The photocopied all my receipts and even the schedule of my business meetings, to ascertain that my purchases were absolutely essential.
For the nex 2 months I kept on leaving messages on the voicemail of lovely Khun Abha in LA TG office and she kept on not answering them.
This week I got in touch with TG Singapore, who got in touch with TG LA. They are going "above their usual compensation amount" since I was in J and compensating me USD 200 for the clothes which I will hardly wear again.
When my bosses wife went to Germany a year ago with LH for a wedding and her luggage was delayed, she had to buy a dress and shoes. LH compensated her well over $1000 SGD. This was on Y redemption ticket!
I am not happy with the whole situation. Company does not provide insurance beyond the one that comes with corporate AMEX that pays for the airfares. I was offered by my manager to put in a claim for the full amount and be reimbursed by the company in full. I however do not see why my company has to bear the expense caused by TG incompetence. My (recovered) suitcase was also delayed on the way back from LA.
Does anyone have similar experience and how did you handle it? Is there any way I can escalate the issue within TG?