EVA Air's handling of missing items

On May 13, 2001 I flew with EVA Air from Los Angeles to Surabaya, stopping in Taipei. I arrived at Juanda Airport at 1 p.m. on May 14, 2001. When I was retrieving my baggage, I noticed that the zippers of both my suitcases were not completely closed. Further I found the locks were broken. I reported the matter to the officer on duty at that time. When I opened the suitcases I found that many valuable items were missing. Based on the evidence, theft was suspected. The weight of the missing items totaled 15 kilograms (from the original 60 kg in baggage).

I compiled a list of missing items and submitted it to an EVA Air representative, who promised to process and investigate the matter immediately. While waiting, I tried to contact an EVA Air representative several times. Three weeks after the incident, EVA Air gave me a very disappointing answer. Although the missing items were valued at over US$3,000, the company was only willing to reimburse me $200.

I hope that EVA Air, as one of the world's well-known airlines, will be more responsible in handling such a case.

RICKY TJANDRA

Surabaya