Remember when I talked about how it seems like the customer is always....wrong here in Spain? And how it’s just basically very difficult if you ever have to make a complaint of some kind. Well, I recently got a perfect example I would like to share with you guys.
When I came back to Spain from holidays in Norway, I saw that my suitcase had gotten damaged on the way. There was a tear on one of the sides, about big enough to stick two fingers through it. Thankfully I saw it at the airport so I headed straight over to the counter of the handling-company, ready to claim my compensation from the airline. (As that’s what I would do in Norway, obviously.)
The woman at the counter was very busy typing away at her computer, but after a minute or two she looked up at me with that typical uninterested look saying ”what the hell do you want, can’t you see I’m busy?” (That was her look saying that, not her.)
So... I smiled and in the most friendly way I could, I told her that my suitcase had been damaged on the way over from Norway and I would like to report it. Her look was if possible even more uninterested than before when she slowly got off her chair and stepped out of her office. Do I need to say she didn’t return my smile? Well, when she made it over to my suitcase, she looked at where I was pointing. Then looked at me with suspicious eyes. Then back to the suitcase, and then back at me.
”That tiny hole there?”
”Yes, that’s the one,” I said, still friendly, poking my fingers through it so she could see it better.
”But that’s nothing. You can’t see what’s in the suitcase through that hole!”
Hmm... And here I was, thinking that what was important was that there was an actual hole in my suitcase, not whether she could see what I had brought in the suitcase. I wasn’t sure how to repond to her comment... ”Well, there is still a hole there...” I tried.
”You’ll NEVER get a compensation for that,” she spat as she was returning to her office.
”Well, I would still like to report it and then I’ll discuss that with the airline back in Norway , if you don’t mind.”
”You will NEVER get a compensation...” she answered with a reproachful look.
”Ok. But I would still like to get the report if you don’t mind filling it out for me.”
More huffing and puffing as she found the report-papers. She started filling it out, wrote that it was a minor, insignificant scratch, and that the status of the suitcase was regular, and not immaculate as it really was, as it had only been used twice. At the top of the paper she wrote in capital letters: ”DAMAGE NOT COVERED” before handing it over to me with a smug facial expression.
When I got home I wrote an email to the airline, explaining what had happened and also sent a couple pictures of the hole. And what happened? I got a compensation for the whole value of the suitcase! No questions asked, no problems what so ever. Just how it should be.
My suitcase got damaged on this flight, and the airline compensated it. End of story.