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