LEFT UNCHECKED

I was flying domestically in Japan from Nagoya Airfield (NGO) to New Chitose Airport (CTS). My bags were scanned at the check-in desk in NGO, and a security sticker placed over the zipper. When I arrived in CTS, I saw that the sticker had been broken and my mobile phone was missing from my checked bag.

Upon informing Japan Airlines, they said as they could not verify the contents of my bag, they would not compensate me. While I guess I understood their point, I also couldn’t believe they wouldn’t even consider offering a token flight voucher or some mileage bank miles, given that something so valuable was stolen while the bag was in their possession.

I’m hoping that a bigger forum could help them to take these issues more seriously, and try to make their customers feel better. I have an upcoming flight with them and I’m seriously considering cancelling it given the bad taste I have in my mouth. (Of course, I’ve also learned my lesson never again to put a valuable item in checked luggage).

Christian Madera, Hong Kong

JAPAN AIRLINES RESPONDS:

Regarding the restriction of checked baggage, we recommend our customers to check with our airport staff upon check-in, and the related information is also provided on JAL websites (jal.co.jp/en/dom/service/bags/checkin.html); items such as mobile phones and cameras should be carried with passengers and not included in the checked baggage.

We are sorry to hear Mr Madera’s experience upon arrival at New Chitose Airport. Although we do sympathise with his situation, we would appreciate his kind understanding.

We would like to thank Mr Madera for choosing Japan Airlines, and look forward to serving him again in the future.