ComplaintsforNextflightcourier Worldwide Ltd

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company for an international hand carry service from Atlanta, GA to ********** ******, they charged my $5250 up front but did not complete the service, they left one bag at the airport in ****** **** and they refuse to call the airline to recover it.

  Customer response

  12/01/2022

  
  1) When did you hire this business? January 6, 2022
  2) When was the last time that you contacted the business to have the issue settled? Yesterday 
  January 11.

   

  Attached are the email showing that i hired them and what the scope of the job was, i have asked to get management involved but the person insists to manage it himself. We just need to recover the bag and have them return the part of the payment we will pay for the recovery. The main point here is that they did not have a professional person do the transport, she declared the goods as personal property saying that is what the officer told her to do, there is no record of this and the customs office is not agreeing that is what happened. It is their obligation to return the goods to us.

  
  

  Business response

  12/01/2022

  Correction: Customer hired our services to do handcarry from Greenville, SC to ********* ****** not from Atlanta, GA.  This customer used our service first time and we always charge our service charges upfront.  Customer was informed in the beginning to clear the goods in ****** and they were provided all the booking details, courier's passport so their custom broker in ****** clear the goods in ******.  We do carry goods but it is always the responsibility of shipper or consignee to clear the goods at the final destination. This was the same case and told shipper the same. The flight was from Atlanta, GA to Monterrey ****** via ****** ****.  When courier landed at ****** airport she was stopped by customs and asked to show her arrival card which she did. Later she was let go to catch the flight to Monterrey.  At this time courier did not see the bag or told anything. At this point this was shipper's broker's  responsibility to clear the bags from customs.  When courier arrived in Monterrey bag did not arrive and when told by the airline that bag is still in ******.  While courier was dealing with the airline at Monterrey shipper's custom agent arrived at Monterrey airport and met our courier and got all the info and told her she is good to go.  Our courier had a flight the same day at 13.30 so she took the flight and came back to US.  This was clearly mentioned to the shipper to clear the goods.  We offer any help we could to resolve the issue.  

  As customer stated that we did not call the airline.  Please see the attached case numbers with Aero******.  Attached are the emails where we communicated with the shipper to offer any assistance needed as long as it is in our domain.  

  We are still available to assist the shipper in this matter whatever we comes under our domain.  Unfortunately we cannot control custom process.

  Customer response

  12/01/2022

  
  Complaint: ********
  
  I am rejecting this response because: the shipper is saying they are willing to do anything to solve the issue and help us recover the goods but I have an email where they do not provide escalation information for me to contact someone other than the sales representative, also I had to ask several times for them to call the airlines, they did not provide a formal letter just an email with the account of the events.

   

  This is not a customs problem, the carrier filled the paperwork wrong and that is why the airline is refusing to release the goods to anyone other than her, it was registered as her personal property. Unless they can provide proof of the contrary they technically are in possession of good that don't belong to them. The carrier seems to be inexperienced because she filled the forms incorrectly saying that she was told to do that by customs officers, again none of this has proof. 

   

  I understand that we had to clear the goods, that is out of the question, the problem is that he said he expected us to do it electronically but he never communicated that to us, he said eh was just assuming that would be the case because all his customers do it that way.. we were looking for guidance from him since they are the experts according to their website, I even asked if he has even shipped to ****** before and he said yes. I don't want to drag this out but we have missing goods that are expensive and that are impacting the production line for a major automotive *** in the US, this company needs to just get the bag to a position where we can recover it, that is all we want at this point.
  
  Sincerely,
  
  ******* *******

  Business response

  13/01/2022

  Shipper was informed about custom clearance at ******.  Their broker knew that goods are arriving at *** airport and this was the first point of entry and it should be cleared before the courier arrives in the country.  But this was not done and goods were held by customs at *** airport.  Nextlflightcourier does NOT offer any kind of custom or any government clearance.  This is customer's responsibility to clear the goods. We offered any assistance and still can help to recover the goods.  An agent in *** will go to the airport and try to locate the goods. Once we have the update we will inform the shipper.

  As always we are here to assist the shipper for anything that falls in our domain.

  Customer response

  18/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  The company reached a agreement over the weekend to pay 50% of the cost of the taxes to have the merchandise in ****** city but no documents or evidence has been provided of any refund or check that has been sent to us. Because of this issue we had to hire an extra company to have another hand carry from ****** to the final destination, this costed us another $1850, based on this I asked Tan to also help with those charges but he has refused and also refused to honor the previous agreement for $800 of the tax money.
  
  Sincerely,
  
  ******* *******

  Business response

  18/01/2022

  Nextflightcourier agreed to refund $800 which customer agreed over the weekend.  Now customer is bringing extra costs which was not agreed.  Here is the excerpt of the email exchanged with the customer on Jan 15

  ****** ***** ********************* *****************************  ***** ******* ******* *** **** **** ** *** *************** *************************** ******** *** * **** ****** * ******** * ******************************* *********** **** ** ********  * **** **** *** ****** ** *** ******* ** **** ** *** **** ** **** ** ***  **** * **** ** * **** **** ** ** **** ****** **** **** ******* ******* ** ** *** **** *** *** ****** ** **** *** ******* ** **** ******* *** *** ****** *** ****** *** ***** *** *******  *** **** **** **** ** ** ** ******* ****** **** **** ** **** ** ** *** **** ******* *********** ***** *** ******

  Customer's claim that we refused to refund is completely *****.  We agreed to refund but customer is adding extra charges for their negligence.

  Customer response

  20/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  The business promised a refund per an agreement made but now is saying it will take 16 weeks to provide it. At this point I need to receive the invoice for the services rendered since they already charged my credit card, I emailed and called to ask for this invoice but they will only provide it if I ask thru BBB.
  
  Sincerely,
  
  ******* *******

  Business response

  22/01/2022

  As stated before customer is giving ***** statements.  We are spending time and responding to their emails/phone calls for their own failure to clear goods in ******.  Customer was informed about a refund process that can take upto 16 weeks.  Invoice is attached for the services provided.

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