Air Berlin Americas, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely, *** ***

At this time, I have been contacted directly by Air Berlin Americas, Inc. regarding complaint ID ***, however my complaint has NOT been resolved because:
[Your Answer Here]
They are refusing to reimburse me for my damaged suitcase and ite** within the suitcase, despite the fact that the damage occurred due to AirBerlin's negligence
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:At this time, I have not been contacted by Air Berlin Americas, Inc. regarding complaint ID ***.Sincerely,*** And *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[First, please note that I filed a “complaint”I did not submit “feedback”I expect AirBerlin to treat this as a complaint and to take my claims seriouslyAfter a three month wait, I find it completely unprofessional that one single sentence is the most explanation that AirBerlin can offer to me in response to my complaintThis is simply not an adequate or sufficient response.Second, please note that the AirBerlin agent insisted that I allow him to put my laptop bag in the overhead compartmentHe would not let me do it on my ownHe handled my laptop directly and was consequently directly responsible for the damage (caused when he forced two overhead compartment doors on it - a total of four forceful pushes between the two compartments)Please also note that while he was causing the damage, I was actively voicing my concerns about his handling of my bag, which I told him had a laptop in itHe ignored these concerns and continued to treat my laptop in an improper mannerThis treatment consequently caused the screen to be smashed into an unusable state. If AirBerlin is going to claim that their company is not responsible for the damage, then it is AirBerlin’s responsibility to provide legal documentation in the form of a client/provider agreement etcin which AirBerlin is released from any responsibility when handling a customer’s possessionsI did not to the best of my knowledge ever sign such an agreement and I can find no such wording connected to any documentation that I received with my ticketI requested this documentation from AirBerlin, but they ignored my request.In my opinion, AirBerlin is drawing out this process, ignoring my requests, and equivocating in their responses in a deliberate attempt to cause me to abandon my claimJudging by the comments that I have read on a number of forums that host complaint logs against AirBerlin, this would appear to be AirBerlin’s overall strategy when dealing with customer service issues.I still hold to my claim that AirBerlin should cover the cost of repairing my laptop screenRepair has been estimated (by a local, Apple-certified repair center) at ~SEK, and this is thus the amount that I feel that I should be reimbursedAirBerlin needs to step up and take the responsibility of addressing my claim in a transparent, communicative, and professional manner.]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,*** ***

Dear
*** ***,
We sincerely
regret any invonveience caused to our mutual client by the delayed
delivery of her luggage (day) the claimed amount of 24,USD has been
refunded in full and the file has been closedYours sincerely, *** ***,
Guest Relation Officer

Dear ** *** Thank you for contacting us We appreciate your taking the time and trouble to send us your feedbackWe again would like also to extend to you our regret for the inconveniences suffered by the damage of your laptop computer and hope for your understanding that it can not be attributed to airberlin any responsibility for that Yours sincerely *** *** ***
*** ** *** * ***
*** *** *** * *** *** **
*** ** ***
*** *** *** * ** ** *
*** *** ** ***
*** *** * *** ** ***
*** *** *** ***
***
***
*** ** ** *** ***
*** *** *** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The response states in regards to my luggage: "Unfortunately, we did not receive a correct property irregularity report (P.I.R.) In general, a damage to checked baggage has to be claimed to the airline immediately after arrival at destinationShould that not be possible, clai** on damage to checked baggage have to be made in writing within seven days of receiving the baggage... Since this deadline has already expired we have to refuse clai** settlementWe regret our reply could not have been more favourable."
As I stated in my March email to AirBerlin, I attempted to have the issue resolved at the airport right after I received the luggageI went to AirBerlin's customer service desk at the terminal (Terminal 5)I waited there for nearly an hour before I was told that the customer service rep had moved to Terminal However, an AirBerlin employee at the desk looked at my bag, said that I should be reimbursed, took my name and phone number and said that someone would call me within the next weekSo I did follow procedures; I did claim the loss with the airline after arrival and I waited, as I was told, to be contacted by AirBerlinThat did not happen. Therefore I should be reimbursed for the luggage despite the fact that it's after the deadline
I have attached photos of the damaged suitcase
Sincerely,
*** ***

Thank you for the follow-up. Our office has spoken to client today and we have looked at the case againOur customer service department has all necessary feedback, including that of the Airport Boarding staff on file and will address this with the client within the next few days
Best regards, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Thank you for looking into this this *** ***We do fly often to Berlin and will consider booking with you in the future if we can address this issue propertyRegards , *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I contacted customer service via phone twice and email multiple times as described in my complaintI was just recently contacted by a separate customer service group who said their call center failed to forward them my informationThis was a further error on their side and not that I failed to file information I have since spoken with this new customer service group and supplied them with all requested information which I had already previously given the other group
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

please get me back my $back

Thank you for forwarding this issueWe do not see that the client has filed an official complaintWe will process this for him and he should be receiving a confirmation number via emailWith this filed complaint our customer service will be able to properly investigate and send their
response to the customer.
Best regards, *** K***

"border-width: medium; border-style: none; border- text-align: left; padding: 0in 6.75pt 5.25pt; width: 60%; background: none repeat scroll 0% 0% white;">
Dear ** ***,
We acknowledge receipt of your correspondence to The Revdex.com (Revdex.com) dated **.**It was forwarded to our care for further review
We are very sorry that your recent airberlin journey did not meet your expectationsWe comprehend that you wish a smooth operation and competent passenger services and endeavor to ensure that your journey passes as comfortable as possibleYour well-being and contentment is most important to us
Upon investigating the series of issues we can advise the following:
In general, when wheelchair assistance is needed we differentiate between three typesIn your case the wheelchair assistance for “long distances but can climb stairs” was booked and confirmedThus the assistance was provided to the aircraft but not to your seatWe regret any inconvenience caused
With regard to your excess baggage our records show that you contacted our Service Centre one day prior to travel and according to their advice the second piece of baggage will be subject to a fee and cannot be checked free of chargeThus the excess baggage fee was charged correctly at USDWe apologize for any possible misunderstanding
Furthermore, as your airline it is our aim to offer you safe transport and to make sure that you feel cared for at all stages of the flightWe deeply regret that your recent airberlin flight was not an enjoyable experience and that it did not meet your expectations
We have noticed your comments attentively and would like to apologize for the mentioned inconveniences that were causedWe will, of course, forward your complaints to the relevant departments and assure you that the necessary measures will be taken to avoid similar problems in the future
As a gesture of goodwill we would like to grant you a discount of EUR on your next reservation with us for a flight with airberlin and NIKIAs soon as you submit the new booking number and your international bank details: (name of the bank, account no., routing no.) by fax ***) or e-mail (***) together with our reference ***we will credit your account accordingly.Should you have booked your new flight as part of a package tour that includes transportation with airberlin and NIKI, we ask you to submit the booking confirmation and boarding passes after completion of your journeyKindly include your bank details and we will retroactively process a transfer.This voucher can be redeemed until ***.**Any form of resale is prohibited and does not entitle the buyer to claim the discount
In view of this information we have to respectfully decline your request for further compensation
Thank you for bringing this matter to our attention and giving us the opportunity to review it
Yours sincerely,
***
_____________________________________________________________
***

Thank you for forwarding the complaintPlease allow us to research this incident with the respective parties at JFK AirportWe will then advise our customer service team to address the complaint with the customersWe apologize for the lengthy processBest regards, ***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The airline has requested additional documentation proving my illness.  I have made a second attempt today (08/**/2014) to provide such documentation and am now awaiting a response.  As it stands, I have not received a refund.  
Sincerely, [redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Silke Wais

Dear [redacted],
Thank you for your email dated 06.**.2014.
We are pleased to inform you that we will now issue a refund of the rebooking fee amounting to 150 EUR (200 USD) to the indicated bank account. Kindly allow up to two weeks for the transaction to complete.
[redacted], we wish you a speedy recovery and look forward to welcoming you on board of airberlin soon.
Yours sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Dear ** [redacted],
We acknowledge receipt of your correspondence to The Revdex.com (Revdex.com). It was forwarded to our care for further review.
First of all, we wish...

to express our regret and sincere apologies for any inconvenience caused to you and ** [redacted] by the disruption of your airberlin service on **.12.2013. Our customers have every right to expect punctuality from airberlin and we can assure that we do everything we can to maintain good performance. However, sometimes unforeseen circumstances prevent us from operating our flights on schedule.
Our records show that further delay was caused by long queues at passport control which is out of our control.
For courtesy reasons we rebooked your onwards flight free of charge to your final destination, Copenhagen on the next flight available.
Should the disruption have led to additional care costs such as meals or beverages we will gladly review these against the respective receipts. Please submit these receipts along with your bank details (account name, account number, routing number and name of the bank) quoting file reference[redacted].
Since information and service at the airport did not meet your expectations a copy of your email has been passed on to our department Ground Operations who will review the points raised with our handling agents and the airports. This will help to avoid similar proble** in the future.
As a gesture of goodwill we would like to grant you a discount of 300 EUR (150 EUR per person) on your next reservation with us for a flight with airberlin and [redacted].
As soon as you submit the new booking number and your international bank details: (name of the bank, account no., routing no.) by fax ([redacted]) or e-mail ([redacted]) together with our reference [redacted]we will credit your account accordingly.
Should you have booked your new flight as part of a package tour that includes transportation with airberlin and NIKI, we ask you to submit the booking confirmation and boarding passes after completion of your journey. Kindly include your bank details and we will retroactively process a transfer.
This voucher can be redeemed until [redacted]. Any form of resale is prohibited and does not entitle the buyer to claim the discount.
Furthermore, we deeply regret that your baggage was damaged on one of our flights and wish to apologize for any inconvenience caused.
Unfortunately, we did not receive a correct property irregularity report (P.I.R.)
In general, a damage to checked baggage has to be claimed to the airline immediately after arrival at destination. Should that not be possible, clai** on damage to checked baggage have to be made in writing wi**
Since this deadline has already expired we have to refuse clai** settlement. We regret our reply could not have been more favourable.
Thank you for bringing this matter to our attention and giving us the opportunity to review it.
Yours sincerely,
[redacted]

Dear [redacted],
We acknowledge receipt of your correspondence to The Revdex.com (Revdex.com) dated **.[redacted]. It was forwarded to our care for further review.
Upon reviewing all facts of this claim we have to inform you that we are unable to process this claim further as we have no written notification of the damage within the 7 day period. We also kindly refer to our previous correspondence.
We regret once again our reply could not have been more favorable.
Thank you for bringing this matter to our attention once again and giving us the opportunity to review it.
Yours sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Dear [redacted],
Thank you for your comments dated **.07.2014 which have been forwarded to our care by The Revdex.com for further processing. We value your business and appreciate...

you bringing this matter to our attention. We are deeply sorry to hear of your medical condition and wish you a speedy recovery.
To enable us to issue a refund of incurred change charges we require a medical certificate quoting that you are unable to travel. Furthermore, we require your international bank details (account name and number, routing number and name of the bank) as we will issue a refund in a separate system and this can only be done by bank transfer.
Thank you for your assistance and understanding.
Yours sincerely,
[redacted]
Customer Interaction & Services
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]