FlyDubai review: Baggage services

My suitcase was broken into. Items were stolen and damaged (see attachements). Below you will find my email exchange with FlyDubai in which they dismiss the case as "wear and tear":

DE VRIENDT Steven (EEAS-BAGHDAD)

[protected]@flydubai.com on behalf of Baggage Services

03 November 2023 00:09

DE VRIENDT Steven (EEAS-BAGHDAD)

BaggageMishandled #[protected] [ ref:!00Db00dBTz.!5005I0fHbgF:ref ]

Hello Steven,

Thank you for your email.

We truly understand your frustration, however, the guidelines are clear when it comes to the airline's liability when it has mishandled your baggage. Conventions set international rules of the "Carriage of passengers, luggage and cargo", and outline the airline's liability in cases of mishandled baggage, and the deadlines that travelers and the firms must adhere to.

Kindly refer to flydubai condition of carriage on below link: http://www.flydubai.com/en/conditions-of- carriage/

15.5 Baggage

Specifically: Section 15.5 article (b) We will not be liable for Damage to Baggage resulting from the inherent defect, quality or vice of the Baggage (for example, destruction of, or damage caused by or to, any items which are not packed correctly or are inherently unsuitable for travel in the hold and other items which you are prohibited from including in your Baggage by Articles 8.3 and 8.4). Likewise, we will not be liable for fair wear and tear of Baggage resulting from the usual and normal rigours of transportation by air (see also Article 8.2(g) regarding the suitability of your Baggage for transportation by air).

We appreciate your patience in this regard and thank you for your understanding.

Kind regards,

Majed | Baggage Services Team

[protected]@flydubai.com | flydubai.com

Original Message

From: DE VRIENDT Steven [steven.[protected]@eeas.europa.eu]

Sent: 01/11/2023 13:57

To: [protected]@flydubai.com

Subject: RE: BaggageMishandled #[protected] [ ref:!00Db00dBTz.!5005I0fHbgF:ref ]

Caution: This email originated from outside of the flydubai organization. Do not click or open links and attachments unless you are sure of the sender and content.

Dear Majed,

I do no longer accept the way you treat this matter. My suitcase was broken into while in your care. This is definitely not normal wear and tear. I give you till tomorrow to respond properly, if not my organisation will file an official complaint on how badly your services have dealt with this matter so far.

Best,

Steven

Confidentiality Notice and Disclaimer: This email and any attachment may contain confidential information. Unless you are the intended recipient, you may not use, copy or disclose the information in this email or any attachment. If you have received this email in error, please notify the sender immediately and delete it from your system. Although reasonable steps have been taken to ensure that this email and any attachment does not contain viruses, the sender cannot accept responsibility for any loss or damage sustained as a result of computer viruses, infection or other malicious or harmful code. You should ensure that this email and any attachment is virus free and that your systems protect against such threats.

From: [protected]@flydubai.com

Sent: 01 November 2023 06:32

To: DE VRIENDT Steven (EEAS-BAGHDAD)

Subject: BaggageMishandled #[protected] [ ref:!00Db00dBTz.!5005I0fHbgF:ref ]

Hello Steven,

Thank you for your email.

Referring to your damaged lock, flydubai is restricted under Airline rules and regulations with excluded liability for minor damage to the exterior of the baggage (such as scratches, soils, staining, dents, handle, wheels, etc.) resulting from normal wear and tear baggage.

You may find further information about Liability for damage in Article 15.5 under Conditions of Carriage.

Therefore, we are unable to proceed with your request.

With regards to your missing items, please be noted that your case has been forwarded for investigation and it has been registered under reference number 1456626.

The investigation process may take up to 14 working days, and once they will get back to us with the details, we will update you accordingly.

We appreciate your patience in this regard and thank you for your understanding.

Kind regards,

Majed | Baggage Services Team

[protected]@flydubai.com | flydubai.com

Original Message

From: DE VRIENDT Steven [steven.[protected]@eeas.europa.eu]

Sent: 30/10/2023 10:54

To: [protected]@flydubai.com

Subject: RE: BaggageMishandled #[protected] [ ref:!00Db00dBTz.!5005I0fHbgF:ref ]

Caution: This email originated from outside of the flydubai organization. Do not click or open links and attachments unless you are sure of the sender and content.

Dear Fadi, 

Please find the requested info in attachment:

1. National passport (Belgium) and work document (EU Laissez passer)

2. Broken lock of suitcase

3. Baggage tag

Now that I have revised the content of my suitcase I noticed that:

1. my hiking jacket got smudged with oil

2. one hiking pants is missing

Will you repay the suitcase, the damaged jacket and the pants?

I must say I am very upset by this additional trouble that you caused me after I had to leave Iraq in a hurry and have to set up a makeshift office elsewhere.

I trusted a professional approach of your Dubai based company!

Frankly, this is the last thing I needed.

I would appreciate a swift solution to all this.

Thank you,

Steven

Confidentiality Notice and Disclaimer: This email and any attachment may contain confidential information. Unless you are the intended recipient, you may not use, copy or disclose the information in this email or any attachment. If you have received this email in error, please notify the sender immediately and delete it from your system. Although reasonable steps have been taken to ensure that this email and any attachment does not contain viruses, the sender cannot accept responsibility for any loss or damage sustained as a result of computer viruses, infection or other malicious or harmful code. You should ensure that this email and any attachment is virus free and that your systems protect against such threats.

From: [protected]@flydubai.com

Sent: 29 October 2023 20:53

To: DE VRIENDT Steven (EEAS-BAGHDAD)

Subject: BaggageMishandled #[protected] [ ref:!00Db00dBTz.!5005I0fHbgF:ref ]

Hello Steven,

Thank you for your email

We would like to offer our sincere apologies for all the inconvenience caused.

Please note that Airlines are not liable for any valuables if not declared by passenger before check in his baggage and passenger should hold a letter from the Airline indicates the Airline liability to carry such valuables on board, Kindly refer below quoted from flydubai conditions of carriage published on our website : https://www.flydubai.com/en/information/policies/conditions-of-carriage

8.3 Items you must not carry in your Baggage

(v) You must not include in Checked Baggage fragile or perishable items, valuable items (including, for example, money, jewellery, precious metals), computers, personal electronic devices (including cellular telephones), stored data, any medication or medical equipment which may be required in-flight or during your trip or which cannot be quickly replaced if lost or damaged, house or car keys, valuable documents (including, for example, business documents, passports and other identification documents, negotiable papers, securities deeds) or samples.

Please forward to us below required document to transfer the case to airport security for investigation.

1. Bag photo for CCTV

2. Baggage tag

3. Passport copy

Please note that it may take up to 14 working days and as explained earlier flydubai is not liable for any valuables if not declared by passenger prior.

Thank you for understanding

Kind regards,

Fadi | Baggage Services Team

[protected]@flydubai.com | flydubai.com

Original Message

From: Steven De Vriendt [steven.[protected]@eeas.europa.eu]

Sent: 28/10/2023 11:35

To: [protected]@flydubai.com

Subject: BaggageMishandled #[protected]

I had to leave the EU Embassy in Baghdad at very short notice due to the tense security situation in the Middle East. I immediately packed in my carry-on two laptops, a notebook, phones, official documents, etc. In my check in bag, I put some essentials and also a folder with personal papers that contained (without me realising it) an envelope with €1000 in cash and some jewellery. When I arrived in Sarajevo, I was very tired. I did not see that the lock of my suitcase had been broken and I went for a long sleep. The broken lock was cleverly hidden. When I opened my suitcase, I saw that the content was messed up. The following items were missing: €1000 cash and three rings worth €1500. Also the suitcase is damaged. When I tried to call the Fly Dubai handling agent (+387 [protected] / +387 [protected]) the next day, I could not get hold of him. I was recently stationed in Baghdad and wanted to have Fly Dubai as my main airline for the coming years. I am very upset and surprised that this could happen with your airline as I relied on your professionalism. I have been working and traveling around the globe for 25 years, and this is the first time I experience such a violent breach of

ref:!00Db00dBTz.!5005I0fHbgF:ref

Confidentiality Notice and Disclaimer

This email and any attachment may contain confidential information. Unless you are the intended recipient, you may not use, copy or disclose the information in this email or any attachment. If you have received this email in error, please notify the sender immediately and delete it from your system. Although reasonable steps have been taken to ensure that this email and any attachment does not contain viruses, the sender cannot accept responsibility for any loss or damage sustained as a result of computer viruses, infection or other malicious or harmful code. You should ensure that this email and any attachment is virus free and that your systems protect against such threats.

Confidentiality Notice and Disclaimer

This email and any attachment may contain confidential information. Unless you are the intended recipient, you may not use, copy or disclose the information in this email or any attachment. If you have received this email in error, please notify the sender immediately and delete it from your system. Although reasonable steps have been taken to ensure that this email and any attachment does not contain viruses, the sender cannot accept responsibility for any loss or damage sustained as a result of computer viruses, infection or other malicious or harmful code. You should ensure that this email and any attachment is virus free and that your systems protect 

against such threats.

Confidentiality Notice and Disclaimer

This email and any attachment may contain confidential information. Unless you are the intended recipient, you may not use, copy or disclose the information in this email or any attachment. If you have received this email in error, please notify the sender immediately and delete it from your system. Although reasonable steps have been taken to ensure that this email and any attachment does not contain viruses, the sender cannot accept responsibility for any loss or damage sustained as a result of computer viruses, infection or other malicious or harmful code. You should ensure that this email and any attachment is virus free and that your systems protect against such threats.

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