When luggage is damaged

I took the “Southern Africa Odyssey” trip with Odysseys Unlimited (Newton, MA; 888/370-6765) and it was mostly wonderful. However, my experiences with luggage handling at the O.R. Tambo International Airport in Johannesburg, South Africa, left me with a very unpleasant aftertaste.

On Oct. 7, 2011, I flew from Portland, Oregon, to Washington (Dulles) and Johannesburg, then transferred with my luggage to a flight to Cape Town. Upon my arrival in Cape Town, I found that the lock had apparently been cut off my suitcase and my case had been rifled through.

Nothing was missing, since I do know enough not to pack anything valuable in a checked suitcase. However, zipped bags of clothing had been opened and dumped back. My only monetary loss was my TSA lock ($15).

On this same connection, two others of my travel group had their suitcases opened and rooted through. Yet another member had this happen when we traveled from Johannesburg to Victoria Falls.

Upon my return to the US, via New York’s JFK Airport on Oct. 24, I found that the zipper on my suitcase had been broken on both sides in yet another break-in. It would cost more than the cost of the suitcase to have the zipper replaced.

I sent an e-mail to South African Airways describing all of that and adding, “Surely, the luggage handlers at the Johannesburg airport are employees of SAA. I can, perhaps, understand an occasional problem. However, this shows a pattern of disregard for the belongings of your customers.”

The response was to send me a Johannesburg phone number to call to report my lost luggage. I gave up on them. I just want people to know what they already should know: do not pack anything you do not want to lose in checked baggage, especially going to South Africa.

SARA ANNE GARDNER
Portland, OR

ITN e-mailed a copy of Ms. Gardner’s letter to O.R. Tambo International Airport at customercare@airports.co.za. ITN also e-mailed South African Airways at (baggageservices@flysaa.com, customercare@flysaa.com and saausa@flysaa.com.

Customer Care at the airport asked ITN to write to their Public Relations department and the same day e-mailed, “…Tambo has now resolved your query.” ITN e-mailed the PR department as directed and received no response. The following was received from South African Airways.

Upon investigating the matter and subsequently speaking to Ms. Gardner, we learned that a claim about the incident was never filed. Ms. Gardner also indicated that she did not wish to pursue the matter further.

In the event that a customer realizes that their luggage may have been damaged or tampered with, we suggest that they report the matter upon arrival at their final destination, with the airline with which they arrived, since the agreement between airlines is that the last airline to fly the passenger will assume the responsibility of researching and handling the claim.

Additionally, had Ms. Gardner had time to file a claim with SAA in New York, we would have gladly accepted that, as well. Airlines do request to be notified, in writing, of a loss, damage or pilferage at the time in which it is noticed or within seven days of arrival, at the latest.

With regard to the process for checked luggage in South Africa, which applies to all airlines that operate flights into and out of the country, once baggage is checked in, it is handled by a third-party company as directed by the Airports Company of South Africa. There are subsequent security checks conducted by airport security staff.

Although we cannot share the specifics of our security policies, South African Airways does have a program in partnership with the airport that is meant to eradicate pilferage, with improvements being realized in the past year.

Despite SAA’s commitment to eliminate pilferage, it is strongly suggested that, no matter where in the world a passenger is flying or regardless of which airline, they refrain from including valuables in their checked luggage. This same advice has been offered by the Air Transport Users Council. Ultimately, any valuables, medications or other items needed during the flight or immediately upon arrival should be packed in carry-on baggage.

Elizabeth Ninomiya, Director Marketing Communications, South African Airways

These days, it is common practice for airport security staff worldwide to randomly inspect passengers’ checked luggage, by x-ray, by hand or both. Only in the USA do all TSA agents have keys to open TSA locks.