Subject: Unresolved Claim for Lost Stroller & Damaged Luggage – Poor Service

I am extremely disappointed with the lack of response regarding my lost stroller claim at Dubai Airport on 29 December 2024. Dnata had been handling the case, but they have now informed me that their timeframe to assist has lapsed, directing me to Rwanda Air’s Lost and Found department. Despite sending numerous emails to multiple contacts, I have received no assistance or even a response.

To make matters worse, upon returning home, I discovered that my luggage was severely damaged—a wheel and a chunk of the suitcase were broken off, despite it being cling-wrapped at the airport.

The poor handling of lost and damaged items is unacceptable. Being on holiday in a foreign country with a baby and no stroller left us with no choice but to purchase a new one. The least that can be done is to honour the claim and compensate us for the loss.

I expect urgent action to resolve this matter and will escalate further if necessary.