دي . اتش . إل . (DHL) وأكل أموال الناس بالباطـل ! أسبوعين لإيصال ظرف إلى القاهرة ؟!

Dear Sirs,

This is a letter of complaint against your agent in Khartoum, where I have sent my passport through DHL to Cairo for a visa issue. Since Thursday 13th of May 2010 the passport is still in the pipeline, although the DHL lady, who took my shipment, has told me that my passport needs only two days to reach its destination. Today, when I traced my shipment, online, I found the status is (Clearance delay).

In order to know what does this (Clearance delay) mean and why I got such a status for my shipment, I called your DHL office in Khartoum yesterday (17.05.2010). They told me that passports need a security check by Egyptian authorities, which is fine, but I had never been told that by DHL clerk when she received my shipment.

Moreover, they told me that a sum of 80 Sudanese Pounds - out of the 280 pounds paid to the DHL - is a custom clearance fees for the Egyptian authorities! It is fine again, but I should know that earlier.

My problem now is more than why my shipment is still stuck somewhere in Egypt. It is about this misconduct and careless behavior of your DHL staff in Khartoum, where I think they have to brief me about all these facts related custom clearance (delay and fees) before they take my shipment, instead of simply telling me that I should pay 280 pound for DHL (without mentioning clearance fees) and my shipment need two days to be delivered (without mentioning that clearance delay may take ages).

Best regards,
Aladdin Shamoug

AWB No. 2843115586