Ethiopian Airlines has contributed immensely to boosting Africa’s tourism industry. It has been recognized as Africa’s Best Airline as it charted into new territories and expanded its routes continuously over the last 15 years. The United Nations has observed that it is Africa’s most trusted, fastest-growing, and most profitable passenger and cargo airline.
Since it was founded in Addis Ababa in 1945, the airline has gone from strength to strength as it continued to double, and then triple its flier number year after year. Today it flies to more than 129 international destinations and 22 domestic ones. It caters to at least 75 countries. The airline is doing big service as a national carrier by connecting the African continent with the Middle East, Asia Pacific, Europe, and North and South America.
The airline has also been in the news for its participation in various environment-friendly projects like tree-planting for every passenger flown. It has also been deeply involved in training its employees in proper waste management, treating hazardous chemicals, monitoring air quality, and sustainable production. Further, it has been involved in charitable activities like partnering with non-profit organizations to deliver educational, medical, and humanitarian supplies to impoverished Ethiopians, and contributing to their welfare, betterment, and upliftment.
Ethiopian Airlines is a member of the Star Alliance group. It offers a two-cabin configuration: the Cloud Nine corresponds to the Business Class in other carriers, and the Economy Class. The airline has received impressive 4-star ratings on all parameters, and customers have expressed huge satisfaction in flying Ethiopian Airlines. Some of the parameters that they have scored the airline on include — legroom, seat comfort, in-flight entertainment, onboard experience, customer service, value for money, cleanliness, and food and beverage service.
If you have travelled with the airline recently and lost your baggage, the section below will guide you on steps to take for recovery.
1) Visit the Airline Desk Upon Arrival
Before you leave the baggage claim area be sure to file a missing baggage report upon arrival with an Ethiopian Airline representative posted at the Baggage Service Desk/Kiosk inside the airport. The agent will help you with filing a formal complaint that will be entered into their system forthwith. Remember to secure a file reference number after you have finished submitting a PIR (Property Irregularity Report) successfully online or offline. This will help you to trace your bag status online on the WorldTracer system.
Make sure to include all details like flight ticket number, flight number, seat number, date of travel, your name, address, email ID, phone number, and a full physical description of the missing bag (its model, size, color, and any distinctive mark that will set it apart from the other passenger luggage). You can also fill up the Lost Baggage Inventory form here. The tracing period is 25 days from the date of the incident.
2) Call the Local Ethiopian Airlines Office
You can write to them to inform them about your loss at their official email ID reservation@ethiopianairlines.com, and a customer support executive should revert quickly. You can even call on +251 116 179 900 (general) or +251 11 5178306/ +251-11-6650304 (baggage). Visit the website for numbers of local office in your region. They acknowledge all written complaints within 30 days of receipt and will send you a response at least within 60 days.
Help them take note of your complaint by sharing your PIR, and let them revert to you with an update. Please note that it helps to talk to an executive online (via chat, email, or phone) only after filing a baggage missing/delayed complaint in the first place.
4) Approach Them via Social Media
As you see in the above section, the process of hearing back from someone at customer service is slow and time-consuming. A lot may be lost in the interim if you do not act fast.
Social media is a powerful tool in your hands to capitalize on. All major airlines have dedicated teams with managers handling escalations on their Facebook and Twitter pages promptly and professionally. This is done to safeguard the clean reputation of big brands and organizations. Negative customer feedback and trolling can impact and permanently alter the track record of the airline. Hence, you will do well to post your concern with the necessary details (as you did to fill up the PIR) on their social media links as provided below. Both Twitter and LinkedIn are the most useful in resolving property irregularities.
