June 18, 2015, 11:24 a.m. -  Steve 'Reidles' Reid

#!markdown You were in contact with the customer as soon as he opened the claim! The fact that you told him to get lost and then re-opened the case after this horrible publicity just shows you are incompetent, greedy AND spineless. Write him a cheque and make this go away if you have any sense whatsoever. Terrible business sense, terrible customer service. Embarrassment of a national carrier. At this point I'd suggest the few thousands you'll need to spend on sorting him out with a new bike far outstrips the negative publicity this is generating on a daily basis (have you seen your facebook feed? it's pretty shocking) Paying up doesn't absolve you of your heinous actions up to this point but it will diffuse this story, which is something you could, and should, have done at the start. Lesson take home? In this day and age you can't get away with terrible customer service failures and expect them to just go away. Run your business properly and this could have been avoided. Oh, and p.s. If you can't safely transport goods maybe you shouldn't charge $100s to try?? I don't pay you to 'try' and get me and my stuff places, I pay you to succeed.