The General Manager of SN Brussels Airlines (LUFTHANSA GROUP) in Sierra Leone, Estelle Van Eeckhout, on Monday 24 August 2020 cleared the air on an issue relating to the delay of some luggage owned by passengers who travelled from London to Sierra Leone on the 14 of August 2020.
She initially intimated that passengers who have complaints against the company should ensure that the information is not only factual but matches the reality to ensure that the company speedily looks into those complaints and address them.
On Friday 21st August 2020 local newspaper reported that some customers who travelled from London to Freetown allegedly did not receive their luggage on arrival and that those individuals claimed that they did not receive the required attention from Management of the airlines.
Estelle Van Eeckhout stated that what happened is unfortunate assuring that her team has all the skills and courage to look for the luggage of customers, that they always look after customers and that if customers are not satisfied Management is always available to discuss with them in order to reach a common ground.
She further appealed to customers to report to Management, via their Customer Service Section, either online, in person or through the company’s website reiterating that SN Brussels is a business entity that would always satisfy its customers and appealed to passengers who want to log complaints against the company to have all the correct information like the flight number, final destination, seat number and other details underscoring that they must be very specific ,confessing that the company is not perfect.
According to Estelle Van Eeckhout, only one flight is operating from Freetown to London per week and that plans are underway to increase to two flights by September this year maintaining that such would reduce the delay for passengers to receive their luggage on arrival intimating that some passengers travel with two or four luggage.
She highlighted that that with more than 200 passengers on board a flight baggage delay or loss cannot be ruled out but guaranteed that in such cases the company takes care of customers and traces their luggage.
Estelle said luggage delay has never been part of Brussels airlines over the years and that the company is known for its good customer care but with the corona virus now ravaging the globe most flights are experiencing the same as a result of limited flights.
She assured travellers that Brussels Airlines will continue to maintain its good standards and ensure that customers’ satisfaction is highly prioritized.
GM Eleckout finally revealed that Brussels Airlines always stands by Sierra Leone which is why they are the first commercial flight to operate in Sierra Leone when the ban on air travelling was lifted further assuring of their commitment to continue to stand by Sierra Leone at all times.
