After clearing immigration, he realised that he had left his journal (written during his school trip) in the seat pocket of the airplane. Upon collecting his bag, he immediately approached the Lost & Found Department to help him retrieve it. Instead of rendering assistance to him, the counter personnel told him to call back in the evening. I was shocked when I found out later that a proper report was not lodged and the onus was on my son to call back to a given number that was difficult to get through.

When I called the duty manager of the Lost & Found Department in the evening, I learnt that no action had been taken. By then, the aircraft was on its way to Melbourne. After several calls, I found out the next day that the journal could not be found. I would like to know what the Standard Operating Procedure is when someone seeks help from Lost & Found personnel.

Valerie Ho Yin Fong (Ms)