Airline response to baggage theft

I have been flying with Air Malta for the past 20 years or so. Except for minor inconveniences, nothing major has ever prompted me to write a disparaging letter about the airline... until now. Last month I took a short trip to Malta on Air Malta to visit my family, primarily my aged mom of 90+.

A week later I flew back home to Munich. On arriving home I found my camera missing from my checked-in luggage. Later as I went through the rest of my luggage I discovered that a brand new pair of designer sunglasses I had purchased in Malta were missing as well. Actually, the glasses had been taken from their case that was in a cardboard box with the designer's logo on top.

I phoned the Air Malta office in Frankfurt and was told that Air Malta is not responsible for any valuables placed in checked-in luggage. The staff member quoted me Air Malta's conditions of carriage, Article 8 - Baggage-Section 8.3.4 & 8.3.5, listing articles that should not be included in checked-in baggage, and that the airline is not responsible for any loss or damage to the articles. Now, this section does not cover theft.

My camera contained precious pictures of my trip especially those of my aged mother and which I can never capture again. To think that some thug opened my luggage (which by the way had a small lock on it) and took my possessions is not only unthinkable but unethical. For an airline to hide behind "small print" conditions to refuse responsibility and compensation is a sure validation of the crime itself. To be told by an employee in Frankfurt that it is my fault that my goods were stolen, is condoning the act itself. Air Malta is actually telling passengers that "small print" is more important than quality customer service and customer relations. High standards in any business are founded on the core of a company's mission statement and values. I would really like to know what Air Malta's mission and values are.

Airlines are putting customers in a Catch-22 situation through restrictions in carry-on luggage due to space and security concerns. We are told to measure our carry-on luggage and that we can only carry one predetermined sized "carry-on" in the cabin. It has to be able to fit under a seat or in the overhead compartment. So we are encouraged to put "stuff" in our check-in baggage. Like good citizens we follow diligently the instructions, however, when robbed, we are told that we should not have carried "certain" items in our baggage and we are responsible. Air Malta or any other airline for that matter cannot have it both ways. The Frankfurt employee pointed out to me in no uncertain terms that putting my sunglasses and camera in the check-in baggage was a mistake and I should not have done it. Maybe she is right or maybe thieving baggage handlers are being employed.

Whether I get compensated or not, Air Malta has lost my business for sure. The first rule in good business practices and customer service is never to tell the customer that he or she is at fault. Any good business knows that one unsatisfied customer takes away 10 more as it is true of the opposite. As an unsatisfied customer I already have 10 friends in mind.

A final word to the thug who stole my camera: After the batteries run out you will be in possession of a useless piece of technology: All chargers, attachments, bells and whistles are still in my possession here in Germany... enjoy!