This is only a summary but I made over 100 telephone calls and 30 or more email messages most not answered. I traveled to Afghanistan via Dubai on Emirates Flight EK413 on the 19th November. The flight arrived in Dubai approximately 1 hour late no problem after passing through customs I moved directly to the Baggage Carousel to collect my 2 checked in bags. I was one of the first to arrive. When I arrived Emirates staff had already started to remove bags from the Carousel and had placed them on the ground in about 4 different locations. I found one of my bags. I continued to check the Carousel until all bags had been removed. I then checked all of the bags taken off. I could not locate my second bag. I reported this to Emirates Staff on 5 occasions they just said wait a bit longer. I then went to the lost baggage office and reported the missing bag. I was told more bags from my flight would arrive soon. I had now been at the bag Carousel for over 2 hours. I waited at the Carousel for over another hour. My bag did not show up I reported this to Staff in the baggage office and was given a PROPERTY IRREGULARITY REPORT and was assured my bag would be there in the afternoon and that I should ring the following number 2133233 later.
I was due to fly to Kabul early the next morning, I rang that number many times that afternoon and night and could not get answer, just a recorded message saying we are very busy ring back later it is now 2 ½ months later and still no answer.
On arrival in Kabul I had to buy a new mobile phone as the battery in my one was now flat and I could not get a replacement charger it was in the missing bag. I passed on the new number to Emirates by email and they must have received it because they did ring me on it when I had arrive in Herat. The contents of my bag were needed in Kabul Afghanistan. On arrival I tried the number again on many occasions still the same result. I tried other numbers and did speak to a person only to be told to ring the number that won’t answer this went on for about a week with still no results. I sent emails to Emirates Custom Affairs with a letter of complaint and an inventory of the contents of the bag; they said my complaint would be passed on but in the mean time ring 2133233. I was starting to get very annoyed. I sent an email asking for the baggage section email address and got a reply saying sorry can’t give you that but you can ring 2133233.
I sent another email and explained they don’t answer and demanded the email address which I got I sent them an email only to get a reply saying wrong address. I tried again only to get an out of office reply we are holidays try in 4 days time.
It was now the 1st December 07 still no reply from Emirates I had sent another message saying that I would be moving to Herat Afghanistan on the 5 December 07 and would loose all methods of communications and that my daughter would now be looking after my complaint.
On the 7th December 07 I received a call from Emirates I could not believe it, I explained to the girl where I was and that the only method of communications I had was by mobile phone and that I had to go outside to talk, she then went on to tell me to Scan and Fax or email a copy of my Passport, Flight Ticket, Bag Ticket and inventory of lost items.
By now I was very annoyed; I had to ring my daughter in Australia and she managed to do as asked. My daughter seemed to be getting somewhere with replies but we were wrong. About 10 December 07 communications from Emirates ceased even though my daughter still kept trying. When I could I sent messages to Emirates in Australia, USA, and South Africa. No replies.
I had to leave Afghanistan on about the 20th January. I went to the baggage office at Dubai and spoke with them and asked why they had not given me the courtesy of some answers. All I got was an apology and told my claim was now in the final stages. I was then given an email address and told that they would defiantly reply to any message I sent. That did not happen on the 29 January I received a letter saying my claim has been rejected because I failed to collect my bag. I have written to Emirates on 1 Feb 08 stating that I don’t except that, to date no reply.
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