We have been in contact with Mr Wang following the incident and apologised that our staff in Los Angeles came across as unhelpful.

We will counsel the staff concerned.

Our investigations showed that US Airways was prepared to assist Mr Wang, in line with international airline baggage claims procedures. We are separately in touch with US Airways on the handling of Mr Wang in Las Vegas.

Under international airline guidelines, responsibility of ensuring that baggage arrives intact and on time lies with the last flown carrier, regardless of which airline from which the customer had purchased his or her tickets.

However, we understand Mr Wang's frustrations and, out of goodwill, our Los Angeles office is in contact with Mr Wang to assist him in resolving his claims.

Cheng Kian Hai

Divisional Vice-President Customer Services

Singapore Airlines