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EVER TRAVELLED BY AIR AND ARRIVED WITHOUT YOUR WITHOUT YOUR BAGS?

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Created on 15 March 2013 Written by Michael Otieno

EVER TRAVELLED BY AIR AND ARRIVED WITHOUT YOUR WITHOUT YOUR BAGS?

By Michael Otieno

Your service contract with any airline you choose to
travel with is pretty simple; to deliver you and your baggage to the destination of your choice safely. There have been or there will be those anxious moments when your baggage has not or will not arrive with you at that destination. It is even more complicated when you are on international travel.

You have either felt or will feel even more aggravated when that airline of choice remains aloof and unresponsive amid your frustration and mad rants about how you will never fly with them again since your baggage is lost/delayed.

Here is a glimpse into what you should know about your service contract with an airline when you purchase a ticket

Your ticket is a binding contract of service for both parties involved. – Every airline will be quick to tell you what is expected from you as far as your baggage is concerned; don’t pack certain items, (liquids, weapons etc), your check in baggage must x kgs and hang luggage must not exceed y kgs.... the list is never ending and it varies from carrier to carrier. Here is what you should know; all airlines especially members of IATA are bound by certain international conventions which define “conditions of carriage”.

I have not received my baggage on arrival, what do I do? - While the service contract between you and your airline is clear, many carriers seldom meet their end of the bargain due to circumstances within or outside their control.

Hence in the fine print attached to your copy of the ticket (hereby referred to as contract), nearly all airlines have this clause “carrier undertakes to use its best effort to carry passenger and baggage with reasonable dispatch” – their way of absolving themselves from full liability. As a passenger ensures you report your baggage delay/ loss immediately to the carrier or its appointed agent by completing the lost baggage form from the airline. Make sure you hold a valid reference number for your complaint. Airlines do not honor complaints of baggage loss coming in later than 21 days of travel.

My baggage was never found and the airline has gone silent on me, what should I do? The Warsaw Convention which governs international journeys stipulates that the airlines liability is limited for loss delayed or damage to baggage unless a higher value is declared in advance of the travel and additional charges paid.

So don’t waste your time or the airlines saying you had six DVD players and twenty iPhones plus a Canon camera in the baggage if you did not declare this at check in so that your baggage is specially handled. Incase value of commodities in checked in baggage is declared and the baggage is lost or damaged the airline is bound to compensate based on actual receipts, otherwise the following will usually apply; USD 20 per kilo for checked baggage and USD 400 per passenger for unchecked baggage.

For travel within the US, federal rules apply. Where all these conditions are met and the airline does not offer any amicable/acceptable settlement, as a passenger you reserve the right to engage a legal counsel and sue not only for compensation as stipulated in the conditions of carriage but also for other things like loss of time, mental anguish.

Travel enlightened in 2013.
The author is an Airline Consultant; Twitter:@pmykee143, This email address is being protected from spambots. You need JavaScript enabled to view it.

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TOLERANCE TO BAD SERVICE KILLS GOOD CUSTOMER SERVICE

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Created on 15 March 2013 Written by Eva Gara

TOLERANCE TO BAD SERVICE KILLS GOOD CUSTOMER SERVICE

By Eva Gara
When we tolerate bad service we in essence are giving the service provider leave to continue in their bad ways. When we stand firm and insist on our rights then, believe it or not, service will improve.

A few days ago I helped a friend to get on motorbike because she did not speak a word of Kinyarwanda. After I stopped and gave the directions, I asked for the protective hairnets and the moto man looked at me like I was from Mars. I insisted we needed the net and he eventually said, in an exasperated tone that had run out of the nets. Yesterday the same thing happened. I told this friend that if it had been me, hell would have been let loose. Ok, not as dramatic that - but I would have waited for another moto with nets!

Good behavior is just like good customer care. When some people on the street shove and spit or show no respect for each other, it causes undue distress to the general public. These already unhappy people will transfer their frustration to their work places and the cycle will just continue.

I have come up with a few “Ifs” to awaken the Rwandan populace to stand together for good service, a happy people and a cleaner, healthier country. If a waiter was rude or showed bad service and we alerted the supervisor, believe me, he would think twice before he repeated that behaviour.

If a policeman asked you for a bribe and you said no and promptly called the chief with his ID number, it would be a good example to the others. If we all stood firm and refused to let those few unruly people get away with jumping queues at the banks, we would have orderly bank halls.

If we saw someone litter and told him off eventually this too would become history! If we stood firm against those who spit on the roads, and told them off, then we wouldn’t have to step in that phlegm and gag with disgust.

If we saw a man standing proudly peeing on the roadside and hooted or hissed at him, that unhygienic habit would stop. This list is not complete but the moral of the story is that we should not tolerate bad service, we should insist on what we know is right and stand firm. With time we will be not only one of the cleanest countries in the world but also one with great customer service and a society mindful of others.

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Igihe ni amafaranga

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Created on 15 March 2013 Written by Oliver Biraro

Ejo hashize nari mvuye I Butare, mfite gahunda yari gutuma inzozi nagize kuva mu bwana ziba impamo. Ibigo byubahiriza igihe mu gutwara abagenzi byo mu majyepfo ni Volcano na Horizon. Nuko ubwo mva mu rugo saa tatu za mugitondo, nizeye ko ngera I Kigali mu masaha abiri n’iminota cumi n’itanu, kugira ngo nitegure kujya muri iyo nama yagombaga kubera ku Kimihurura saa munani z’amanywa.

Ntushobora kwibaza uburyo nataye umutwe nkanagira igihunga maze kumenya ko ntashobora kubona imodoka mbere ya saa tanu n’igice, kuko amatike yose ya Volcano na Horizon yari yaguzwe. Mbuze uko mbigenza ngura itike ya Sotra. Nari nsanzwe nzi ko muri Sotra bakora nabi, ariko sinari nzi ko bigeze hariya pe. Bisi yahagurutse iminota mirongo itatu ikererewe, hanyuma n’igihe yahagurukiyeho, igera I Kigali irengejeho iminota hafi mirongo ine, kuko mu nzira, shoferi yagendaga ahagarara agashyiramo abantu, ubundi akajya kwihagarika.

Urwo rugendo rwose rwari nk’uko wabona inshuti wizera isesagura umutungo waruhiye ukabirira ibyuya imyaka myinshi. Inzozi zanjye zari zigiye gupfa. Sotra Express ikwiye kuvanamo ijambo “Express” ku kirango cyayo cyangwa se igahindura bakira bakiriya, kuko ubwo nagize umujinya mbwira shoferi ninubira imikorere ye mibi, icyo yansubije ni uko ngo niba ntishimye nkwiye kugura imodoka yanjye.

Ayo magambo numvise ameze nk’ankanguriye ibintu bibiri: kugura imodoka yanjye no kumenyesha abafite amatwi yo kumva iby’agaciro k’igihe: Leta ikwiye gushyiraho ingamba zo kuvura ibigo byigenga n’ibiyikorera indwara yo kwangiza igihe, maze abanze guhinduka ikabashyira muri puberi, kuko atari bo ubwabo bigirira nabi bonyine: bafite ubushobozi bwo gutuma inzozi z’umuntu z’agaciro kurenza izindi zihinduka ubusa. Ikindi kandi iyo mikorere ni icyasha gisa nabi ku isura y’igihugu.

Igihe ni amafaranga. Abantu bamwe igihe cyabo bakibara mu madorali yo muri Zimbabwe, abandi bakacyibara mu madorali y’Amanyamerika, abandi bakacyibara mu ma pawundi w’Abongereza, abandi bakacyibara mu madinari yo muri Koweti. Abandi nabo buri segonda ryabo ni nk’igiceri cy’izahabu, abandi ni nk’inkindi ya diyama ihenze cyane. N’ubwo twese dufite ubwo bukungu, ntitubuha agaciro ku buryo bumwe, nk’uko amafaranga y’amahanga atagira agaciro kamwe. Guha igihe agaciro nibyo bitandukanya igeno ry’abantu, nibyo bituma igihugu kitagira umutungo kamere ariko gifite abantu baha agaciro igihe nk’Ubuyapani gitandukana n’igihugu gifite umutungo kamere utabarika nka Kongo, ariko kikaba gifite abantu batekereza ko bazabaho iteka ryose.

Ibaze uko wakwiyumva uhuye n’umuntu, reka tumwite Bwengebuke, agenda ajugunya inoti za bitanu, n’ibiceri bya zahabu, n’ibintu by’agaciro mu nzira. Wahita uvuga uti: “ We baba we! Bwengebuke yarwaye mu mutwe noneho!” Ibaze noneho Bwengebuke abaye umuntu ukunda, nk’umwana wawe cyangwa se umugore wawe. Ikintu wakora ni ugushaka umuganga uvura indwara zo mu mutwe, kandi ntushobora gutuza icyo kibazo kitarakemuka burundu. Amasaha abiri uri kumwe n’umukunzi wawe ushobora kumva ari make cyane, nta gaciro afite cyane, nyamara iminota ibiri ishobora kugira agaciro kanini cyane, kuko ishobora guhindura ubuzima bw’umuntu cyangwa se bw’ikigo mu buryo budasubirwaho, iyo uwo muntu cyangwa se icyo kigo kizirikana amagambo y’ubwenge Mahatma Gandhi yavuze, agira: “ Baho nk’aho uzapfa ejo, kandi wige nk’umuntu uzabaho ibihe byose.”

Olivier Biraro.