On July 5th, 2014 while in transit on KLM from Toronto to Budapest AXXICOM Transport at Schiphol, Amsterdam, transported my 83 year old frail. jet lagged, anxious travel companion to Security then onto our next gate. The AXXICOM employee would not permit me to accompany my companion, who was under my care and responsibility. That action took my responsibility away. When I finally joined my companion on board I noticed that her carry on, a rolling briefcase, was not with my her. That AXXICOM employee was negligent of her duties in that the carry on did not accompanied its owner, their responsibility.. There was no apparent attempt to have the briefcase unite with its owner after security, the gate, or on board the connecting flight. Nor was there any apparent effort made by AXXICOM to reunite the briefcase at Budapest or any port on our 14 day Viking River Cruise. That carry on briefcase instead was taken, unknown to me, to the Schiphol Lost and Found Department where it was kept for 17 days.
It must be noted that the carry on contained four (4) weeks of physician prescribed medications. Not easy to obtain in 5 different European countries!
That briefcase was not "lost" it was misdirected by an AXXICOM employee, sent to the Lost and Found, and was not released to us until our departure from Amsterdam 17 days later.
It is my belief that there is compensation due, at least to my companion, but AIR FRANCE/KLM and AXXICOM will not accept responsibility.
I have been writing letters to AIR FRANCE/KLM/Delta as well as AXXICOM with no satisfaction. Having said that KLM did issue a cheque in the amount of $250 CDN but stopped payment once it was deposited.
It is my understanding that the EU has legislation in place that ensures delayed baggage compensation. Neither party has accepted responsibility for the negligence by an employee contracted by an airline which affected their client for 17 days. Shame on AIR FRANCE/KLM/Delta and their contractor AXXICOM. I am so very offended by their lack of responsibility and customer care.
Has this type of extremely poor customer service affected other travelers? Diane McDonell