Our reference: 6430899001
Dear Mr Brown
Thank you for your letter received on 16th May 2013, regarding your booking reference number 2VQW7R and your flights with us departing on 21st December 2012 from Madrid to Hermosillo via Paris and Mexico City and returning on 6th January 2013. Please accept our apologies for the inconvenience you and Ms Camarena Gomez were caused.
I am sorry to learn of the difficulties that you experienced with your missing baggage on your outbound journey.
I must advise you that the last carrier of your journey is responsible for the handling of your claim. As you reported your baggage with Aero Mexico under reference HMOAM31354, we kindly request you to contact them directly. They will be responsible for handling any claims in relation to this matter.
It is also with regret to learn that you baggage was also missing on your return home. Please accept my renewed apologies for the poor impression this may have caused since we consider the efficient handling of our customer's baggage to be of prime importance.
According to our liability under the Montreal Convention 1999, any expenses for delayed baggage should have been claimed in writing within 21 days from the date on which your baggage was returned to you. Nevertheless Air France, on a commercial basis, will allow 21 days from the date of return to your country of residence to make a claim.
I regret to inform you however since your claim was made outside of this timeframe I am unable to consider your claim. I am sorry for any disappointment this may cause.
In this regard I would respectfully refer you to your travel insurers for their review and consideration.
Turning to the matter you have raised in relation to the short connection times between your flights, I understand from your reservation that your flights booked using the minimum connection time at Paris airport.
I would like to assure you that, under usual conditions, the minimum connection time works well and allows our passengers to complete the connection procedures with sufficient time before the closure of the onward flight. I regret however that despite your inbound flight arriving as per schedule, you felt that the allocated time was no sufficient. That said, I am pleased that you did ultimately travel as planned.
Once again, please accept our renewed apologies for the poor impression gained on this occasion. We look forward to welcoming you on board in the near future, when we are confident we can fulfil all of your expectations that you have come to value in the past.
Yours sincerely
R. Machin (Mr.)
Customer Care Europe
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