LOCK, SHOCK AND TWO IGNORED EMAILS

I travelled with Malaysia Airlines for the first time on November 26, 2016. The flight was from Manila to Kuala Lumpur (KL) on MH805.

Upon arrival in KL I discovered that the Samsonite TSA padlock was missing from my luggage. There was also a smaller suitcase inside, and in this one the zipper (which was also padlocked) had been forcibly opened, the contents rummaged through and all the inner bag zippers opened. Nothing seemed to be missing but I was prevailed upon by colleagues to report this to Malaysia Airlines.

I filed an online report the same day and a customer service officer promptly responded, but we did not get the chance to communicate. I called the number that was left, and was told they would email me so I could speak to someone, however I heard nothing. After a further follow-up email I gave up and have still not heard from them.

I do not know why my luggage was forcibly opened and I do not know if I will get any kind of compensation. I am so disappointed with the lack of response to my complaint. Really bad customer service. Dr Ricardo Mateo, Philippines MALAYSIA AIRLINES RESPONDS: Malaysia Airlines has responded directly to the passenger today. We deeply regret the inconvenience caused to Dr Mateo. Like most airlines around the world, we strive to ensure baggage is delivered on time and in good condition. Unfortunately, occasionally there are lapses owing to circumstances, which are unavoidable.