If you fly to Madagascar, perhaps you should think twice before flying with Ethiopian Airlines.
I recently flew from Bangkok to Antananarivo via Addis Ababa with Ethiopian, business class because I had 60 kg of gear, and wanted to ensure it got lost or damaged on the way. I thought "priority" meant something to them.
Arrived in Antananarivo, after the last bag showed on the conveyor (and hour wait), I realised my kitebag wasn't there, and had to queue another hour in luggage litigation (I wasn't alone!) to file my report of missing luggage. I was told I would be informed when/if my luggage would arrive. My plan to head South was compromised since I wouldn't go without my gear. Two days later, they said the gear arrived and that I had to take my bag personally at the airport, because customs needed to clear it in my presence and they weren't entitled to do that, which turned out to be a lie, because no officer was there to check it, and it had past customs already when I got there. They just wanted to spare the taxi money needed to send it. FYI information, airlines are obliged to forward the delayed luggage to the traveller's final destination. I imagine for customs clearance, they should make me sign something to authorise them to represent me, and maybe ask for the luggage keys.
I then had to write to several offices to claim the damages and compensations I am entitled to by their own commitments and international regulations.
So far, the only response to the person I asked to act on my behalf was:
"Dear xxxxxx,
Greetings !
We are sorry for the inconvenience. To solve as quickly as possible, we ask you to come directly to our agency located at Analakely Immeuble ex-Sicam.
Best regards,
Valéria R********** (Mrs.)
Ticketing Agent
Ethiopian Airlines, Immeuble Ex Sicam , Enface Cosmos, Analakely, Antananarivo
Tel: +261 22 307 34, Cell: +261 34 07 637 91, Fax: +261 22 307 34"
As if I had the desire or plan to return to Antananarivo, and as if they couldn't resolve the issue by mail and bank transfer in order not to aggravate their case. BTW I went to that office before they identified my luggage, but no one would listen to me. I was only given a phone number. Absolutely no concern from anyone I spoke to.
I did experience late luggage several times with different companies in the past. It was always forwarded to wherever I was, with apologies and compensation.
Ethiopian Airlines Customer Commitment
https://www.ethiopianairlines.com/AA/EN ... commitment
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3. Deliver baggage on time
It is Ethiopian's intention to deliver your checked bags to you on time. However, in the event that this does not occur, Ethiopian will make every reasonable effort to deliver your bags within 24 hours. Notify an Ethiopian employee at the airport if you cannot locate your baggage. In rare event that delivery of your checked bags does not occur, Ethiopian will give out 1 overnight kit (on all international flights). In addition to the overnight kit Ethiopian will give one time incidental payment of USD 100.00 for Cloud nine/Business class passengers to cover small expenses. Economy class passengers shall be given only overnight kit. However, if their bag does not arrive on the following day incidental payment of USD 75.00 is given...
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11. Provide service to mitigate inconveniences resulting from cancellation and misconnections
If Ethiopian‘s flight happens to miss the connection flight to your destination, every effort will be made for alternate travel arrangement. If that is not feasible and if you have to wait until the next available flight, Ethiopian will provide you with full hotel accommodation, 3 minute telephone call to destination and ground transportation to and from hotel.