Our suitcase was severely damaged, prompting us to start a claim for replacement. The documentation required was extensive, even though we initiated the process at their airport counter. It was very time-consuming. The service relies on a third party for luggage replacement, and completing the claim has been nearly impossible due to multiple errors in their online system, including one that blocks me from contacting Customer Support. This entire process has consumed so much time that it seems the company benefits from customers simply giving up. Any business that treats its customers with such inadequate support, including that of its partners, is one I will not support in the future.
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