Passenger’s Complaint Against an Airline Over a Broken Laptop Elicits Reactions
A passenger elicited reactions online after he complained about an airline when the screen of his expensive laptop was damaged.
Recently, James Afante, a Facebook user, shared his complaint against an airline over a broken laptop. His expensive laptop was damaged after being checked in with his luggage instead of being carried as hand luggage.
Afante expressed his frustration after discovering that his expensive laptop was damaged despite declaring it as fragile during check-in.
“Thank you so much Philippine Airlines! I already told there’s a fragile thing inside my luggage but yet still boogsh!,” Afante said.
The passenger explained that he had no choice but to place the laptop in his checked luggage because his hand-carry bag was already full of cameras and other fragile equipment.
He stated that he had requested a fragile sticker on his luggage, expecting the airline to handle it with care. However, upon retrieving his bag, he found that the laptop’s screen was broken.
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Many netizens sympathized with Afante, agreeing that airlines should be responsible for passengers’ belongings, especially when marked as fragile.
Others, however, argued that electronic devices should never be checked in, as airlines often have policies against it. Some even pointed out that carrying a laptop in checked baggage always comes with risks.
The Philippine Airlines (PAL) reached out to him through a message, expressing their understanding and willingness to assist. However, in a follow-up email, PAL clarified their baggage policies, stating that electronic devices with lithium batteries should always be carried in the cabin whenever possible.
They also noted that Afante had signed a “Limited Release Form” for fragile items but did not specifically declare his laptop.
Due to this, the airline informed him that they could not take responsibility for the damage. PAL also requested that Afante clarify his Facebook statement, as it contained conflicting details.
As of this writing, the traveler has yet to decide on his next steps following the airline’s response.
The social media users expressed their reactions to the post:
