[b]It said they filed a complaint with claim's department: Is that

It said they filed a complaint with claim's department: Is that
the claim's department for SQ or for Soekarno-Hatta airport? And
why is the letter writer upset with SQ when, according to the
details of his letter, his bag was likely broken into upon
landing at Soekarno-Hatta by airport baggage handlers? Is it SQ's
fault if the workers at Soekarno-Hatta airport steal from
people's luggage? It seems the writer has no complaint against SQ
but is hoping that they will reimburse him for his stolen goods
anyway.

Singapore Airlines' service

Our family (three people) traveled from Singapore to Jakarta
on April 17 on flight SQ 160 (business class). Upon arrival, we
found that one of our check-in bag's combination lock was missing
and a zippered pocket inside the suitcase was open. A camera and
a small toy car were missing. We asked the claim's department to
investigate the matter and asked for their help in finding our
missing goods, as we believed they could see what happened with
the airport's security camera.

They asked us to fill out a claim form. But we insisted on
investigating the case. On May 11, we received a letter from
Singapore Airlines saying that they were unable to compensate us.
The letter assured us that they had conducted a thorough
investigation of our case, but had found nothing. It also said
they adhere to strict security procedures in handling passenger
baggage.

How could the combination lock be missing, the luggage opened
and our items missing if they followed strict security
procedures, especially for those traveling by Business Class with
a special "Priority" tag on their bags?

I expected more from Singapore Airlines, especially if they
are concerned with their reputation and service.

I. GUNAWAN

Jakarta