Royal Jordanian Airlines

Review: I am a [redacted] working at the [redacted] in [redacted]. I flew out of JFK airport in New York on ** July 13 enroute to Amman, Jordan, and then onward to Baghdad, Iraq. I had two bags checked with Royal Jordanian Airlines both with the same bag tags and identification markings. Both bags were checked all the way through to Baghdad, Iraq I was told by the customer service personnel at JFK. Once I arrived in Baghdad, I only received one of my bags. Our handler took my original bag tag receipt and turned it into the RJ counter in Baghdad. I was comforted by saying everything was going to be alright and my bag would arrive in Baghdad shortly after being traced. Today marks 42 days I have been without my second bag. 12 days ago, I was informed by [redacted] with RJ that my bag was located at JFK and it would be shipped on the next available flight which was that day (2 of my coworkers flew out later that day after I received that email). Still no bag. I have written RJ almost everyday with little or NO response. I have filed complaint after complaint with RJ in their baggage dept., customer service dept., even trying to contact the president of the company [redacted] office. RJ will not return emails or contact. Today I received an email from [redacted] stating again how he apologizes and JFK did not find my bag. I'm at my wits end and either want my bag and belongings, OR reimbursement for the property RJ STOLE from me. THank you for your help in this matter. My complaint number with RJ is [redacted].Desired Settlement: I would like either the amount of my belongings, which I have advised RJ were in my bag which total approximately $400 U.S. Dollars or I would like my property. I would also like an apology from their company and an explanation why their customer service continually ignores emails sent to them by paying customers. I would also appreciate a voucher for an upgrade or First Class ticket when I return to Baghdad from vacation.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Royal Jordanian Airlines has been resolved.

Sincerely,

Review: Dear sir

I was travelling on Royal Jordanian from Pittsburgh in US to Cairo in Egypt on March [redacted] 2016 .

I had 3 checked-in bags on the ticketing counter and 3 carry-ons checked in on the gate.

In Cairo, I have one missing bag from those checked-in at the counter.

I called Royal Jordanian several times asking about that bag reported in the claim number “[redacted]”. I never got a useful answer!

The employee at the check-in counter did not give us a tag number for those checked-in bags!!

I have sent them several emails and complaints online but they never replies!Desired Settlement: I'm requesting that they do carry their responsibility finding that lost baggage and delivering it to my address in Egypt.

Otherwise, they have to pay a compensation for that lost baggage which contains expensive gifts I bought for my family and other gifts sent by my friends to their families here.

Consumer

Response:

I was able to pick up my lost baggage from Cairo Airport mentioned in the complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: The following is just one of many emails sent out several times a day to try and resolve the issue with my missing bag. The airline has fail to provide any information on where my bag was last scanned. I received an email stating that they were going to compensate me for my bag, but its been over a week and I have sent emails trying to contact the airline again. As I explain to the airline several times that my bag contain my medications for extended stay in Baghdad. Dear Ma'am and Sir, It has been sixteen (41) days since I last saw my luggage that was checked with your airline in JFK New York. I have heard nothing from your airlines about my lost bag. I have had several email communications with your company and then the correspondance stopped. This very unprofessional of an airline to stop responding to customers because they can answer simple questions. I would like to know about my bag or reimbursement for the contents of my bag. I am working in Baghdad at the Embassy and would very much like the return of my luggage that I entrusted with your airline. What does it take to get a professional response from your Airline. I have traveled a lo in my life time and never have I experience this type of customer service. It is by far the worst service that an Airline of this magnitude can provide. All I have asked of you is to respond to mail emails in reference to my property that you lost. I can that your company has no professionalism or respect when it comes to dealing with your passengers. No one has been able to tell me where my bag was last checked or its location in 41 days. This is very unprofessional. I have email my company in reference to your treatment not only to me but to many of your passengers when it comes to communication about lost property. I sending a copy to your CEO and the Ex of the airline to see if they will respond. Truly yours [redacted]Desired Settlement: I would either my bag found and forwarded to me or compensation for my bag and contents. also for my the inconvenience that they have cause me and all the time and effort I have into trying to resolve this issue, I'm requesting a free upgrade to first class or a round trip ticket from the airline.

Business

Response:

Dear [redacted]

Without prejudice we have received a copy of the complaint filed by [redacted].

Please give our apologies to [redacted] for the inconveniences he experienced due to his lost baggage during his recent trip with Royal Jordanian. We understand it is difficult for our passengers when their bags are delayed or not received and we try to do everything possible to minimize any inconveniences to our passengers. We devote extensive resources and effort to ensure that our customer's bags arrive on the same flight and in the same condition as when they were checked in. Despite all of our efforts on infrequent occasions a small number of bags are delayed and an even small number of bags are never recovered.

Our records indicate that after an extensive search of our entire network we are unable to locate

[redacted] checked bag. As [redacted] is in Iraq our Bagdad office has been in contact with

him regarding his compensation. Our Bagdad office is in the process of making arrangements for his compensation check to be issued.

We thank [redacted] for flying Royal Jordanian Airlines and look forward to welcoming him onboard one of our flights in the near future.

Sincerely

Customer Relations Supervisor

Review: I am writing in regards to my recent travel experience with Royal Jordanian. I had a ticket from Los Angeles to Amman via New York. The ticket was issued by Royal Jordanian with the portion from Los Angeles to New York being operated by American Airlines. The purpose of my trip to Amman was to get married there. When I traveled from Los Angeles to New York I was issued boarding passes for both that flight and the next flight from New York to Amman with a boarding time of 9:50 PM listed and seats assigned for both flights. Upon my arrival to New York prior to the boarding time listed on my boarding pass, I was told at the gate door that I needed a new Royal Jordanian boarding pass. When I approached the counter I was told by Royal Jordanian Representative ([redacted]) that the flight was overbooked and there were no seats available. I was also told that the boarding time was 9:15 PM though my boarding pass listed a boarding time of 9:50 PM and there were at least thirty people in the line behind me who were able to board the plane. I was told that I would be booked for a flight to Amman via Chicago the next day almost 24 hours after the original flight. I told the other Royal Jordanian representative ([redacted]) that it was inconvenient because it would delay me from my wedding. I also asked about compensation or an upgrade for the inconvenience and to provide me with accommodations for the evening. [redacted] then became agitated and behaved in an unprofessional manner. He walked away from me and left me at the counter and did not return, leaving me with no flight arrangements for the next day, no accommodations for the evening and no idea where my luggage was or what I was supposed to do. I called the Royal Jordanian customer service number and no one answered. I tried to get help from an American Airlines employee but there was no one at the gate. I then called a friend in Long Island who came for me after 3 hours of emotional and body stress . The next morning I tried calling the Royal Jordanian customer service again and no one answered. I spoke to the American Airlines customer service who were very shocked by how Royal Jordanian handled the matter and said that I should be compensated by Royal Jordanian and that it was solely Royal Jordanian’s responsibility to take care of the matter. I went to a travel agent in New York to have him check the itinerary I was given and was told that my seat was unconfirmed on the flight to Amman through Chicago. I did not want to take the risk of travelling to Chicago with an unconfirmed seat and end up stranded there like I was in New York especially not knowing where my luggage is. I went to the Royal Jordanian office in Manhattan the following day where I was booked a flight for that evening, two days after the initial date of departure. When I was checking in to the flight, I was told that my carry on luggage was overweight and I had to buy a second bag to distribute the weight in spite of the fact that the same carryon was approved when I departed Los Angeles. No one acknowledged the inconvenience or showed any concern for the delay in my travel. Due to this delay I had to postpone the wedding and re-arrange all wedding ceremony and honeymoon plans at a considerable cost and emotional stress for me, my fiancé and our families.

Business

Response:

Dear [redacted]

Without prejudice we have received your email regarding your recent trip with Royal Jordanian and the Revdex.com.

Please accept our apologies for the difficulties you experienced during your recent trip with Royal Jordanian.

Our records indicate that on June **,2013 you arrive at the counter after it had closed and as such you were unable to travel on June **. You were given the option to travel the next day via Chicago but you refused this option.

Our records further indict that your ticket was reissued by our New York City Ticket office to travel on flight RJ262 June **, you traveled on this flight without incident.

Regretfully we are not in a position to offer you any compensation as you used all of your flight coupons.

We thank you for flying Royal Jordanian Airlines and look forward to welcoming you onboard one of our flights in the near future.

Sincerely

Consumer

Response:

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 company has wrongfully blamed me for the problem, never accepted responsibility, and never compensated me for the 2-day delay nor offered a hotel accommodation like any other airline company would do in simialr circumstances.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I flew Royal Jordanian on 3/**/13, arriving in Chicago on Flight [redacted]. I was traveling with my daughter. We checked three bags total. None arrived on our flight. Two bags were found and returned, but one of my bags was never found. [redacted] in Chicago was quite helpful. He asked that I wait two weeks to file a claim. About 4/**, claim [redacted] was filed for $686, a modest and accurate estimate of my loss. The claim was honored and accepted, but I have not received the money. [redacted] gave me the name of [redacted] in New York City, who would actually send the money. [redacted] never returned my messages. ###-###-#### Ext [redacted]. On three occasions, he did answer the phone. Each time, he said to expect the check soon. Our last discussion was on 8/*, in which he said the check would be mailed the next day. Two weeks ago, I left him a phone message stating I would file a claim with the Revdex.com if the check was not received by today, 9/**.Desired Settlement: I desire $686 per claim [redacted]

Business

Response:

Date: October **, 2013

ID: [redacted]

Dear [redacted]

Without prejudice we have received a copy of the complaint filed by [redacted].

Please give our apologies to [redacted] for the inconveniences he experienced due to his lost baggage during his recent trip with Royal Jordanian. We understand it is difficult for our passengers when their bags are delayed or not received and we try to do

everything possible to minimize any inconveniences to our passengers. We devote extensive resources and effort to ensure that our customer's bags arrive on the same flight and in the same condition as when they were checked in. Despite all of our efforts on infrequent occasions a small number of bags are delayed and an even small number of bags are never recovered.

Our records indicate that after an extensive search of our entire network we are unable to locate [redacted] bag. We apologize for the delay

in processing his reimbursement check. Our New York office moved which caused unplanned and extensive delays as we had no phone, computer or mail service for an extended period of time.

[redacted] compensation check number [redacted] was mailed to him on or about October **, and he should have received by now at his home in Hamilton Ohio.

We thank [redacted] for flying Royal Jordanian Airlines and look forward to welcoming him onboard one of our flights in the near future.

Sincerely

Customer Relations Supervisor

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,