Brunei Air's poor service

In November 2001 we used Brunei Air for our flight to and from Shanghai. What a mistake!

They managed to commit the following compounded errors: 1. They lost all our properly tagged luggage after departure from Jakarta. 2. Although the luggage arrived one day later in Shanghai they did not bring it to our hotel until nine days later. 3. There was never an answer to our frequent requests for information. 4. There was never an explanation for the lost luggage. 5. There was never an apology from the company. 6. They refused to answer our initial request for compensation. 7. Eventually, under force, they made a ridiculous offer of US$135 compensation for eight days of lost luggage for two people. 8. In the two months since our return they have not once acted in good faith in dealing with this problem and its severe consequences for our holidays.

It is clear that from this behavior and that of the crew during the flight (two out of four departures were more than 30 minutes late, with no explanation) that the management still thinks it is in the business of flying planes.

MICHAEL SINJORGO

Jakarta