Passenger Blames Airline for a Broken Laptop
FRAGILE – A passenger went viral after complaining that an airline allegedly mishandled his luggage, causing his expensive laptop’s screen to be damaged. The incident occurred after he checked in the laptop with his luggage instead of carrying it onboard.
On February 25, Afante posted on Facebook, sarcastically thanking Philippine Airlines for damaging his expensive laptop, despite declaring the item as fragile. He explained that the airline had placed a “fragile” sticker on his luggage, yet the damage still occurred. Expressing his frustration, Afante emphasized that customers pay the full fare but have little control over how their belongings are handled. He also revealed that the damaged laptop was worth PHP 120,000.
Philippine Airlines responded in the comment section, acknowledging the complaint and stating that they understood his concerns. The airline assured Afante that they had reached out to assist him and asked him to check his inbox for further communication.
The post received mixed reactions from netizens. Some sympathized with Afante, while others criticized him for checking in such a valuable and fragile item instead of carrying it onboard.
In response to the backlash, Afante clarified that he was aware that hand-carrying the laptop was the best option. However, he explained that his carry-on allowance was already filled with cameras and other fragile equipment. He also mentioned that he was carrying two laptops and an iPad, exceeding the permitted weight for hand luggage. He reiterated that since he paid a premium for his ticket, he expected the airline to handle his belongings with care.
In an exclusive interview with Balita, Afante confirmed that Philippine Airlines had contacted him via email. The airline acknowledged his concerns but explained their baggage policies. According to their investigation, the check-in agent followed standard procedures regarding electronic devices and fragile items. The airline also pointed out that while Afante signed a “Limited Release Form” for fragile items, the form did not specifically mention a laptop.
Furthermore, the airline cited its Restricted Items Policy, which states that electronic devices with lithium batteries, including laptops, should be carried in the cabin whenever possible. Based on these policies, Philippine Airlines stated that they could not assume liability for the damage.
The airline also requested Afante to clarify his statements on Facebook, as they found conflicting information in his post. As of now, Afante has not disclosed his next steps following the airline’s response.
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