On May 11, 2005, my wife and I landed at the International Airport in Lisbon for a seven week vacation in Portugal .

When we went to the carrousel that distributes the passenger’s bags of the SATA-EXPRESS from   Boston to Lisbon , one of my 3 suitcases appeared to be severely damaged. I took it to the Complaint Agency in order to make a report of the destruction that happened to my clothing. I was very well attended by a lady of the airport, who took note of the occurrence and made a list of my clothes that were cut and burnt in the various places transforming  them  into rags!

Here is the list:

--  Besides my suitcase that was destroyed

-- one complete suit with coat and paints.

-- Another coat, lighter color, with several cuts.

-- One pair of shoes “Rockport” with the rubbers soles burnt.

-- Three neckties cut into pieces.

-- One shirt with long sleeves – several cuts

-- One tea shirt, with several holes.

  Immediately,  I started taking photos with my digital camera, even though the employee said that there was no need to do it. But I foresaw that I had to make a report of this event. I also thought that I was going to be upset, that I was going to be forced to make several telephone calls, and wait for the final decision by some individuals that I never saw.  That was exactly what happened!

With all this information,  I want this to serve as a lesson for all of you if you are unlucky to go thru a similar experience as I did.

Here are my recommendations:

First – Take photos of all your damaged objects.

Second – Make at least five telephone calls (and you have to pay for them from your own pocked) to find out to whom you have to send your report.

Third – Develop your photos ,write a very careful and detailed letter describing the values of the items that were destroyed.

Fourth – Do not expect SATA to furnish you a suitcase equal to yours that was destroyed. The airline will NOT inform you where you can go to buy a suitcase. You have to go from city to city, spend your time and your gasoline, and even pay for a taxi, until you find the right place to be able to buy a similar suitcase. You have to pay for it with your own money.

Fifth – Then you have to include its bill with your name and sent it together with your report.

           Sixth – We have to send your report, with the photos, with your letter, and the suitcase bill, to a special department of the SATA in the airport in Lisbon , to the Department of Marketing in Ponta Delgada and even to  the Presidente of SATA.

    Seventh – And you have to pay for all the post office expenses.

Eight – Now you have  to wait!!!  I waited 68 days after the disaster took place.

Ninth – I was reimbursed  $847:00 dollars the equivalent of 700.75 Euros. My new suitcase, alone cost 235 Euros in the city of São João da Madeira . See the bill.

Tenth – By Law all airlines have to reimburse the passengers for the objects destroyed,  MINUS their depreciation. But the depreciation is not calculated by an independent agency, but by the SATA’s agents.

Now that this case is concluded, I am going to send a report to the Directors of the Boston Airport and Lisbon Airport,  so that their engineers can review the causes in their respective carrousels, in order to find out what caused the destruction of my suitcase, and therefore prevent a similar occurrence  to any other bags. If I get any answer from any of them,  I will place it on this website. 

 
Copy of  the bill I paid for the new suitcase in Portugal