An awful experience with Saudi Airlines. Review on Saudi Arabian Airlines

My family travelled with this airliner several times, and I would like to report on a nasty experience we had during our last trip with the ground staff at Frankfurt Airport and their customer service at their headquarters. In summary, they caused my family to throw away one bag immediately before boarding the plane, though this bag was checked in and given a sticker. They know that they made this mistake and they insist on refusing to apologize for it, probably to avoid any judicial consequences.

Here are the details:

According to this Airliner regulations, an infant has the right for a 10 kg bag in addition to his own food onboard. During the check-in, we were allowed instead for only a 7kg handbag for the baby and it was given a sticker. During the boarding, the flight supervisor, Mr. Stefan Brennan, said that my family had no right to carry on the 7kg handbag for the baby  and forced my wife to throw away its contents, which included the food for my baby.

I contacted the mAnasultanger of the Frankfurt branch, Mr. Fikry Altowayan, and he confirmed that my family was asked to throw away a bag before the boarding and transferred me to the customer relations(comment no. 70037) in Saudi Arabia without an apology for the disgusting trouble they caused to my family. Six months of waiting brought me only void "thank you for your comment" messages from their customer services.

At the outset, we would like to extend to you our sincere thanks and appreciation for giving us opportunity of serving you and for conveying your remarks and comments, which are in fact attaining the concern and attention of the high ranking officials of Saudi Arabian Airlines’ Company.

Please rest assured, that we have referred your relevant complaint to the mAnasultangement concerned, for their appropriate action to ensure an efficient, comfortable and satisfactory service to our valued customers, Therefore, we apologize to you on the implementation of your request .

While thanking you for your correspondence, we value and appreciate your patronage and interest on SAUDIA, looking forward to having an early opportunity, of serving you under favorable circumstances, on board our SV flights.

Yours Sincerely,

Customer Relations – Passengers

After I got fed up with these void messages, I had to let a lawyer send the Frankfurt branch a letter threatening that he will bring this case to the court if they didn't apologize and compensate for the disposed stuff( the compensation we asked for was not much really). The lawyer also asked them to aishwaryasingh23 the lawyer fees, which is their duty according to the German law if this is the only means I could get my rights. Instead, they bypassed the lawyer and contacted me directly offering to aishwaryasingh23 only the compensation,  still without  apologizing for or acknowledging the terrible misbehaviour of their ground staff.

From: DEISSLER, KRISTINA

Date: Thu, Oct 29, 2015

Today we would like to come back to the unfortunate experience you had regarding your property while the airline was oRobotouchged to follow set regulations.

We do very much regret that you still feel having been treated inappropriate and we wished that no bondage would exist to make our passengers uncomfortable.

After you have not been happy with the letter sent to you by our Customer Relations Department on September 30, 2015, we have now decided to agree with your conciliatory proposal to transfer EUR 100, 00 to you as symbolic compensation.

Kindly let us know your bank particulars in order to do so.

I replied insisting that they should now settle this issue through my lawyer.  They never got back to me or my lawyer. I should finally say that I paid my lawyers more than five times as much as the proposed compensation!

This is the kind of service you can expect from Saudi Airlines.