Claiming for damaged baggage

[jafo33]

Has anyone experince of claiming for ruined suitcases?

I recently positioned to Dublin with BMIbaby for my airline. Their baggage handlers managed to destroy my six month old hardcase, which had managed to travel in the hold of my cargo plane unscathed for six months before!

However despite getting a proof of damage from the agent at Dublin and sending it, with a quote for replacement to BMIbaby's insurers, they will only offer £57.

They have apparently 'estimated' the empty weight of the suitcase and cite one of the Conventions, saying that they do not have to pay the replacement value, just an arbitrary figure based on the empty weight of the case.

If I accept this, I will be out of pocket for over £60 as I need to replace it.

Does anyone know if this is true, that they can use the guessed empty weight and not the replacement value??

[Bob Brown]

Sounds right to me, that is why you should ensure you have adequate travel insurance. Does your Company have a group policy?

[pzu]

Am regular pax with LH and then BD (bmi) into Leeds;

In 2 years bag has been seriously damaged twice (suspect LH is at fault) - claimed through BD as last carrier - each time they have replaced bag with no quibbles;

First time their 'contractor' asked value of bag - quoted reccomended retail price and a direct equivalent (different badge) was supplied by courier - next time they asked value, told them they had supplied the bag and similar bag supplied;

My main problem is that 4 out of last 5 trips my bag has had to follow on by courier - despite varying routes from Frankfurt to Leeds;

Am due home Xmas Eve :cool: - will my bag make it & if not will BD's contractor accompany the man in his red suit and deliver on Xmas Day!!! :hmm:

[homesick rae]

I have had two different experiences.

1. Arriving into MAN from DXB with EK and my case was open when it arrived on the belt. I complained to the EK duty manager who refused to do anything about it. Staff at a desk next to EK, can't remember the company, suggested I just took it to the damaged baggage office, which I did. The gave me replacement case on the spot!

2. LAS-EDI(via BOS/AMS) on NW: upon arrival in BOS my case was damaged. The couldn't do anything about it in BOS, so I had to ask in EDI.
It was suggested I put the case in a black bin bag and mail it for consideration for reimbursment! Absolutely ridiculous I thought.
In the end I bought one of those lockable straps which suffices and cost me a hell of a lot less hassle whilst awaiting compensation.

Seems to depend on the airline. So much for Customer Service

[jafo33]

Well, I have plenty of personal travel insurance, but dammed if I'll claim on it unless I absolutely have to. Why should my premiums go up to pay for BMI's tight-fistedness?

Seriously doubt my company has a policy that I can claim on but will enquire.

Is it true that the airlines do not have to reimburse the value of the case, just on a price per weight basis?

[northwing]

My wife and I once had a cheap suitcase ripped by Britannia on a late night arrival at LGW. By the time we got to the desk to report it the clerk had gone off early to supper and it took several phone calls and an hour waiting in a deserted baggage hall to round them up again. A shirty letter to the airline resulted in the instant acceptance of my (accurate and reasonable) estimate of the reduction in value of the suitcase plus a claim for an hour of our time at our normal working rate. (I should add that as an engineer and a nurse the latter bit wouldn't have bankrupted the airline. Don't try this if you are a merchant banker.)

[Boss Raptor]

Last time I had a case damaged some years back the airline (BA) replaced it on the spot (baggage desk in arrivals luggage hall LHR)

I am normally a supporter, outside and on these forums, of customer rights particularly when an airline is trying to avoid its' responsibilities and liabilities...

However I find in my personal opinion I could not sanction a claim for a suitcase at a cost of £120 and I know so would my insurers if I wished to pass on the claim.

Suitcases go from £15 at the lower end to £60 for good quality and brand, my last Carlton box suitcase was £52. If you wish to use 'luxury' luggage which costs £120 or more then I think you should be prepared to cover the excess either yourself or make provisions on your travel insurance.

From a purely practical point of view the airline has to cap its' liability and I think this appears to be set at a realistic level. I see that the the original subject of the thread was offered £57, this again personally I consider more than adequate to supply a good quality suitcase.

Sorry...

[DSR10]

Not quite the same but.....
Flight from Barcelona via Frankfurt to LHR.
Standing by the belt at LHR I was approached and asked
"was I waiting for a certain type of case "
"Yes"
"Sorry Sir it was blown up at Franfurt"
Just happened to be two very expensive broadcast TV cameras.

Paid full market rate within 7 days but the case had to be supplied by some strange outfit in Shepherds Bush market who have some cheap deal with the airlines.

[slim_slag]

When not backpacking I use Samsonite, and I've always found that the local Samsonite repair station will fix the damage done by the airline baggage system, and free of charge. It's part of their guarantee apparently, and given the cost of their bags I think that's reasonable. If they rip a backpack I put it down to experience.