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托運行李損壞賠償|KLM荷蘭皇家航空賠償心得~行李箱被摔壞了怎麼辦

上一篇分享這次搭乘中國東方航空與荷蘭皇家航空,從桃園到布拉格的機票、飛機餐、機上設施,本來一直都很開心,直到下飛機領取託運行李後,發現嚴重損壞,心情從天堂掉到地面XD 這一篇就來分享回國後和KLM荷蘭皇家航空求償的經驗,有些人推薦出發前就購買旅遊不便險,但當下其實我自己沒考慮那麼多,出發前只購買旅遊平安險,所以行李損壞賠償的部分,真的只能跟航空公司求償了!

KLM荷蘭皇家航空官方網站

荷蘭皇家航空乘客和其行李的航空公司賠償金額

行李損壞、遺失或損害

航空公司對於行李損壞、遺失或損壞負有最高 1,131 特殊提款權的賠償責任(大約為 1,230 歐元)。 如果為託運行李,除非行李本身已有損壞,否則不論是否有疏失,都負有賠償責任。 如果不是託運行李,僅在乘載人有疏失的情況下,才負有賠償責任。

行李申訴

如果行李受到損害、延遲、遺失或損壞,乘客必須盡速填寫申訴單並向航空公司提出申訴。 如果為託運行李受到損害,乘客必須在七天內填寫申訴單並向航空公司提出申訴,如果延遲,則必須在 21 天內提出,兩種情況下,皆以行李送達乘客處的當天日期起算。

領取行李箱

抵達捷克布拉格機場後,本來興高采烈要領取行李,迎接美好的一天,結果看到行李箱被摔到沒有輪子,真的是非常崩潰,我和朋友在領取行李的旋轉盤周邊東看西看,只看到遠處有一個Baggage Reclaim,就把行李箱搬上拖車運過去,與Baggage Reclaim先生確認。

托運行李損壞賠償|KLM荷蘭皇家航空賠償心得~行李箱被摔壞了怎麼辦

Baggage Reclaim counter – Damage Report

然後就開始用破英文跟櫃台人員溝通,機票、行李單號請記得都收好,離開機場再把這些東西丟掉,我每次都覺得這種小小的東西超難收拾,所以都會貼在護照上以避免不見,沒想到這次真的派上用場。

托運行李損壞賠償|KLM荷蘭皇家航空賠償心得~行李箱被摔壞了怎麼辦

因為我的行李箱可以說是完全損壞,櫃台人員直接開立一份「DAMAGE REPORT」,裡面清楚記載搭乘的航班、行李箱損壞的部分,當下櫃台人員也有詢問行李箱價值多少,這一步真的是關鍵!當下我隨便報了4000元,心裡想說機場最便宜應該4000元買得到,沒想到我花了5000多元才買到行李箱,而這個4000元,就變成我之後求償到的金額,居然在這裡就直接破梗XD 大家請繼續看下去喔!

托運行李損壞賠償|KLM荷蘭皇家航空賠償心得~行李箱被摔壞了怎麼辦

取得「DAMAGE REPORT」後,機場櫃台人員提供以下求償方式:

求償方式一

打電話至 775-071-075,會有專人收取行李與確認,這一個方案對我們來說太不方便,因為行李箱已經破到不知道如何扛回飯店,所以我們就沒有試驗這個方案~

托運行李損壞賠償|KLM荷蘭皇家航空賠償心得~行李箱被摔壞了怎麼辦

求償方式二

直接發信給荷蘭皇家航空的官方網站,我有點懶得找信箱,所以直接從粉絲團詢問,得到以下回覆:

We regret to read about your unfortunate experience. Normal use of your baggage may result in scratches, marks and small dents on your baggage and in other wear and tear. We are not liable for this. If you notice severe kinds of damage to your baggage, please report this right after your flight at the airport. With the report that is created there, you can file a claim with our Customer Care department via: http://klmf.ly/1t2HGWP. If you only found out about the damaged baggage later on, you can file your claim directly with our Customer Care department. Please note a claim for damaged baggage needs to be submitted within 7 days after arrival.

♦結論就是直接點入上方的網站填寫(CONTACT CUSTOMER SERVICE)

托運行李損壞賠償|KLM荷蘭皇家航空賠償心得~行李箱被摔壞了怎麼辦

托運行李損壞賠償|KLM荷蘭皇家航空賠償心得~行李箱被摔壞了怎麼辦

托運行李損壞賠償|KLM荷蘭皇家航空賠償心得~行李箱被摔壞了怎麼辦

買行李箱!

因為託運行李損壞,我和朋友大約浪費半小時在處理這件事情,幸好抵達布拉格的時間是早上8點,我們其實有滿多時間可以消磨,但可能時間太早,有滿多櫃位都還沒營業,一度還擔心買不到行李箱,終於看到這一家有販售American Tourister『美國旅行者』的行李箱,店裡所有24吋的行李箱中,3899捷克克朗的這一款是價位最便宜的,顏色也還可以接受,所以直接刷了一個咖 繼續下一個旅程~

托運行李損壞賠償|KLM荷蘭皇家航空賠償心得~行李箱被摔壞了怎麼辦

刷卡完成就收到大約5346台幣的通知!

機場的東西真的比較貴阿~哭~

托運行李損壞賠償|KLM荷蘭皇家航空賠償心得~行李箱被摔壞了怎麼辦

超雷的是,在將物品從破掉的行李箱換到新買的行李箱,還不小心被割到,帶了一個很醜的傷疤回台灣,到現在疤痕還很明顯:(

托運行李損壞賠償|KLM荷蘭皇家航空賠償心得~行李箱被摔壞了怎麼辦

回台灣求償經過

♦點入http://klmf.ly/1t2HGWP網站填寫(CONTACT CUSTOMER SERVICE)

已經完全不管英文文法,我只是想要求償!

ASK 1:4/14 填寫內容

Hi, I arrive Pragu 4/5
When I get my luggage which was broken and no wheels to pick up, I went to reclaim counter.

There is no counter to fix luggage, so I buy the cheapest in airport.

And I call your service 4/6, they just told me to e-mail you

I can’t find mail online, so I can only contact you by messenger.

I think i need compensation due to any inconvenience (trouble delay) and money which I paid the luggage.

Something bad also happened such is broken luggage hurt my leg……..

告訴他們摔壞行李箱導致我延誤行程、花錢買最便宜的行李箱、割傷了我的腳XD

FEEDBACK 1:4/22 KLM荷蘭皇家航空回覆

Dear Ms. Lin,

Thank you for taking time to contact us. Please accept my renewed apologies for the inconveniences in relations to the baggage damage case.

Please allow me to further explain that in the case of baggage damage, if it is beyond repair we will reimburse the value of the damage baggage. Consequently, I am sorry that we could not offer you a reimbursement of the new purchased baggage as per your request.

For cash reimbursement of the case, the receipt of damaged baggage will be taken as proof of the declared value. Please kindly submit the receipt via the ‘click here’ link. If the receipt is not available, please kindly state the brand, model type, size, price and purchase date of the baggage concerned.

Thank you in advance for your understanding.

他們說可以賠償修復的費用,但不太可能賠償新行李箱的價錢,要求我提供購買原行李箱的證明

ASK 2:4/23 填寫內容

sorry, i forget the brand of luggage
and also i do not want accept your insincerely apologies

your mistake cause my luggage broken without wheels, please tell me if i do not buy the new one in airport, how can I take my luggage to hotel??

there is only one shop in airport, i can not choose the luggage what i want, and the price is also very high.

it cost my time to deal with this bad thing you caused, how can you reimburse me???

so please reimburse the money of new luggage

看到回覆,我實在沒什麼耐心認真回覆,連英文大小寫都不管XD

直接說我不接受道歉,我也忘記原本行李箱多少錢

FEEDBACK 2:4/23 KLM荷蘭皇家航空回覆

Dear Ms. Lin,

Thank you for your reply.

As per our previous reply, I regret that we are unable to offer you a full reimbursement of the new purchase suitcase.

However, in order to offer a quick solution for this case, I would like to offer you below 2 options for this baggage incident,

1. a travel voucher of 5235TWD, equivalent to 3899CZK. This voucher, valid for one year, is applicable for your future passage with Air France, KLM or Delta.

or 2. a cash of 3458TWD, equivalent to 100EUR.

Please kindly advise your preference. If you prefer cash compensation, please provide your Taiwan bank account in Chinese for payment process.

Name of the bank: (bank-branch)

Account Number:

Account holder name:

Thank you for your understanding and support.

荷蘭皇家航空提出給我旅行券,相當於我購買行李箱的費用,或是100歐元

(回覆速度加速了耶!

ASK 3:4/23 填寫內容

Dear Ting Hao,

After this experience, I do not think I will choose KLM, so I do not want accept the a travel voucher.

Why you can not offer me a full reimbursement of the new purchase suitcase?
I can only choose the cheapest suitcase in airport, and it really cost me 5235TWD.

我超白目地說:經過這次事件,我覺得我根本不會選擇荷蘭皇家航空

FEEDBACK 3:4/25 KLM荷蘭皇家航空回覆

Dear Ms. Lin,

Thank you for your reply. On behalf of KLM, we would like to extend our sincere regrets for the inconveniences incurred.

We are sorry to learn that our previous offer was not up to your expectation. Please be assured that all the details you provided and the result of our study of the case were taken into full account.

Havng serious review of your case, we would like to renew offer you a cash of 4,000TWD, which you claimed in Prague airport of the suitcase concerned, without original purchase receipt provided.

Please provide your Taiwan bank account in Chinese for payment process.

Name of the bank: (bank-branch)

Account Number:

Account holder name:

Thank you for your understanding and support.

荷蘭皇家航空願意賠償4000台幣

———————————————————————————————————-

♥我也妥協了,就賠償4000吧!

決定把這個經過分享到網路上,靠Google廣告,賺取消失的1346台幣,

會不會太直白XD

然後過不久就收到KLM ROY的匯入款項~

托運行李損壞賠償|KLM荷蘭皇家航空賠償心得~行李箱被摔壞了怎麼辦

上面的經過好像上班在寫Issue回顧一樣XD

在填寫顧客服務報案單時,我還故意裝超兇,覺得會吵的孩子應該有糖吃,但是荷蘭皇家航空的回信仍然有禮貌,感覺服務真的還不錯,我也不知道這樣的求償經過算不算成功,因為沒有全額求償。心裡也很矛盾,覺得搞不好第一段航(中國東方航空)就已經被摔壞,但因為最後一段是搭乘荷蘭皇家航空,導致我一直和荷航吵,那荷航也太可憐,還有朋友出主意,到Linked找老闆資訊,寫信過去cc老闆,很感謝大家陪我一起鬧,結論就是求償到4000元,希望大家不要跟我一樣慘,也希望如果真的需要求償,都能獲得滿意的賠償金額。

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