First of all, my name is Shaneil Ramon Devaser, and on November 13th, 2011, I flew Jetstar from Melbourne to Kuala Lumpur via Singapore. It was most probably my worst flight experience ever. Here's the story that I feel should be shared with all who have ever felt the same about airline baggage services.
On November 13th, 2011, before my departure from Melbourne, I was forced by Jetstar into checking in my most prized guitar, which was insufficiently padded, worth a hefty sum and of great sentimental value to me, else I would not be allowed to board my flight. Like any other musician, I stood there and argued to no end explicitly informing Jetstar that the guitar was insufficiently padded, worth a hefty sum and of great sentimental value to me, but Jetstar persisted that I checked it in and assured me that it would be well taken care of. Like any other individual, I had no choice but to check in my guitar and trust in the corporation.
On November 14th, 2011, upon my arrival in Kuala Lumpur, I waited anxiously at the baggage carousel for my guitar hoping to God that it would be in the same condition as it was when I checked it in, however, as you can see from the picture, it was not, it was broken in two. I made a report at the KLIA baggage services office and went home sad, as a part of me had died that day.
On November 15th, 2011, I made a report via Jetstar's website as instructed by the KLIA baggage services offce and awaited for a response or at least an acknowledgment of receipt. On November 16th, 2011, I waited patiently for a response or at least an acknowledgment of receipt but there was none.
On November 17th, 2011, I made another report (highlighting my previous report) and mailed it to both Jetstar's Singapore and Australia offices alongside emailing it to firstname.lastname@example.org, an email address that I had to use Google to find. Later that day I received a reply from Jetstar (via the email@example.com email address) saying that because I checked in my guitar they had no responsibility over any damages whatsoever. I assumed they misunderstood my initial report and drafted another in reply.
On November 18th, 2011, I replied their email explicitly highlighting that (a) I did not want to check in my guitar but was forced to do so by Jetstar (b) I informed Jetstar explicitly that the guitar was insufficiently padded, worth a hefty sum and of great sentimental value to me and (c) I was threatened that I would miss my flight if I did not check in my guitar.
On November 19th and 20th, 2011, I waited patiently for a response or at least an acknowledgment of receipt but there was none. I believe this is because it was the weekend, which is odd because Jetstar flies during the weekend and I assumed Jetstar's offices would be open during the weekend.
On November 21st, 2011, which is today, I got a reply from Jetstar in a nutshell saying, "Sorry. We are not liable. Have a nice day."
In summary, Jetstar has completely wiped their hands clean of their own negligence and I have been left with a broken guitar and no compensation. This is not only not fair, but is not right, and should not happen in the modern world.