Damaged Baggage

[TFlyguy]

Have recently flown with Flybe who managed to damage my suitcase to an extent where I can no longer close it.

After a wait of approx 2 weeks I received an email from their baggage services stating that as I cannot produce a receipt for said suitcase, they will only pay 50% of its value. I supplied pictures showing exactly what make style and size of case it is.

Can I ask for others experiences with other airlines as I believe most UK carriers just replace.

Many thanks for your help people

[Rwy in Sight]

OK, beyond Jet Blast for a while. A carrier within EU (and member of the Star Alliance) did replace my damaged large roller case bought for 10 € at a Carefour several years ago with a standard suitcase with nothing more that a phone call and two appointments one to deliver the damaged bag and one to receive the new bag.

My only regret is that I should have asked for a similar bag.

Rwy in Sight

[ExXB]

Have a look at their conditions of carriage here (http://www.flybe.com/flightInfo/conditions.htm). Article 15.4 sets out their liability for baggage (at SDR 1131 per passenger) but certainly does not state a requirement for receipts to justify any claim.

This is your contract with them and if they wish to limit liability (by requiring receipts, which is a questionable requirement because very few people do this) they should, at least, set out their requirements in their contract.

I would reply stating that there requirement is not set out in their CoC and therefore is not valid. You might want to find local ads for the same/similar bag showing that your claim is a valid one and will allow you to replace the bag that they damaged.

If this doesn't work you might want to get in touch with the AUC (http://www.auc.org.uk/), who have been known to intervene.

[Rwy in Sight]

Back in 1994, BA did ask for receipts (to be delivered at the airport) to give me the overnight allowance after my baggage were lost during a transit in LHR.

They might state that the comply with the law but their SOP require you to do some things that might appear unreasonable.

[fincastle84]

During the past 2 years we have returned to LHR with BA with damaged baggage on 2 flights. On both occasions we reported the damage to the BA desk in arrivals. We were given a choice of replacement bags, & were even advised as to the best quality.

Both times our brand new bags were couriered to our house within 36 hours.

You get what you pay for.

[Tony_SLF]

That you get what you pay for is very true. But to be fair, it doesn't happen that often now.

BA have twice ripped my bags apart. Once on a scheduled flight where they took me to the back room and I was encouraged to choose a better model than the one the airport ground staff wrecked

The second was on a holiday charter to Chamberry ex BHX that happened to be a BA plane. The BA team were quite normal (ie snotty) at first moving onto unhelpful and rude when I didn't acccept their judgement that a charter isn't a BA flight. They ganged up and tried to bluff it out. Voices rose. Other passengers looked on in amusement. Then one kindly BA soul asked if I was an Executive club member. Yes, Silver, I replied (actually Blue but if you give *hit out, you need to expect a little in return) . And to paraphrase Not The Nine O'clock News, a would you like to rub my *its moment ensued.

Malev, on a pre AF KLM code share, ripped the handle off a 20 year old Samsonite and I got sent to the Samsonite shop in Buda with a voucher. That resulted in my first 4 wheeler and I am a total convert to them when not using bulk bags. I suspect KLM/Malev are no longer so generous.

Virgin ripped apart a manky old Ski Swiss bulk bag once and I got the back room treatment. The replacement bag was vastly better and is just ending a tough 15 year holiday travel life.

Rule 1. Don't put luggage in the hold if you can possible avoid it. True, that's v difficult with an attitude towards making money like Flybe's.

Rule 2. It doesn't matter what time of day or night. Insepct the bags as they come off the track.

Rule 3. Be polite about problems and don't back down.

Advert; use Rimowa bags. Expensive but good.

[TFlyguy]

Thank you so much for all your replies - back to emailing Flybe now

[radeng]

America West ripped a wheel off my bag, and said it was 'fair wear and tear'. As it would have required just over 2 tons force to do that, they were obviously the usual lying b*****s!

Never got a penny.

[jackieofalltrades]

If this doesn't work you might want to get in touch with the AUC (http://www.auc.org.uk/), who have been known to intervene.

Just to add to this point, the AUC no longer deal with aiding passenger complaints towards airlines. Pity, as when I had call to use them they were very helpful. However, the CAA is now taking over this role, CAA strengthens passenger representation and streamlines complaints system | CAA Newsroom | CAA (http://www.caa.co.uk/application.aspx?catid=14&pagetype=65&appid=7&newstype=n&mode=detail&nid=1973)
There is an email for the CAA on the link provided by ExXB.

As far as suitcases go, I use Samsonite hard shells. Very strong and sturdy, never had a problem with them being damaged.

[TFlyguy]

Mine was a Samsonite hard shell ...............

[jackieofalltrades]

Sorry to hear that.
I've been at the baggage carrousel numerous times to see fellow passengers dismay when their suitcase comes round with bits broken, open and/or clothes hanging out. People have even called mine the "suitcase wrecker" because it is so sturdy.
I would still stick with Samsonite, but acknowledge you've been unfortunate TFlyguy. Hope you get the appropriate compensation from FlyBe

[RevMan2]

AKLLAX with QF.
Hardshell LH-branded suitcase with intact and unopened locks turns up open. i.e dropped from a great height. Claim it in LAX with QF, PIR issued, buy a strap and contact QF's handling agent in FRA.
Suitcase picked up next day by UPS (frame bent, suitcase opens at will with minimal pressure), returned a week later supposedly repaired but in the same condition. Collected again, luggage agency confirms frame bent and beyond repair.
QF offers €200 (the list price of the suitcase a year previously, I actually paid less), no receipt required.
Still pinching myself

[Flyer70]

I flew with Easyjet (LCC) in Stansted, when my case arrived on the carousel the wheels were missing. I went to the Easyjet desk, who said the would go to their stoeroom to see if there was a case they could give me. When the girl came back she said unfortunately the only cases they had were much smaller.
she should me a brochure to pick a case which was the same size, and hard shell like mine, and it was deliverd to my home address four days later.

[BUGS/BEARINGS/BOXES]

Well as long as the good ol' samsonite protected the contents of said case, it did exactly what it should. I always scratch my case rotten and spray paint it as soon as i get it. Puts anyone off having a little rummage in my bag for goodies. Posher bag, posher goodies. Never had a problem with my case. 9 years old, travelled the globe several times over and just covered in stickers. Can't understand why people buy designer baggage??? what is the point? Its only eventually gonna get damaged or lost, or both. Bags are there to protect the contents, that is all. That said I am glad airlines do replace bags. If only you could see just how badly they get treated sometimes!

Good luck with getting Flybe to pay out.

[selim]

AA apologized extensively and through their baggage department replaced my 8 year old Tumi with a brand new one without question as quickly as they could. I'd tell Flybe to stop trying it on and pay up!

[WHBM]

The second was on a holiday charter to Chamberry ex BHX that happened to be a BA plane. The BA team were quite normal (ie snotty) at first ......Voices rose. Other passengers looked on.....
Surprising; Chambery isn't a BA line point and their occasional charters are turned round by a Chambery handling agent. I'm therefore wondering how this BA "quite normal" team managed to materialise.

[crippen]

There used to be a little office at Manchester where you could could exchange your damaged case for a similar new one on demand and on production of your flight ticket. Is it still there?? Used it quite a few times when a driver ,and the the people concerned seemed to be very satisfied. T1 I think. Is it not still there?

[lexxity]

Had a lock cracked years ago on my samsonite. Asked airline if they would repair it, they sent me a brand new samsonite out instead! Both bags are still going great guns 9 years later and several thousand miles on. Tell flybe to just pay out and stop trying it on.

[gcuk]

Flew Qatar Airways last year DOH-LHR and they ripped the handle off one suitcase and buckled the wheel of my daughter's wheelchair. They refused point blank to replace the suitcase citing their conditions of carriage and the wheelchair was eventually replaced by the NHS. Not the 5 star airline they claim to be.

[TFlyguy]

Thanks for all your comments especially ExXb, having quoted their Conditions of Carriage they have now agreed to give me full price!

[ExXB]

:ok: Glad I could help!

[Piltdown Man]

Regarding compensation, I can not really help. But what I can do is tell you that I have to put my company suitcase into the system for an average of eight flights every week. Week in week out. Year in, year out. My bag lasts just over three years. I work just over 40 weeks per year so you can do the maths yourself. Unfortunately because of a (in my opinion) design fault, the plastic on the hinges wears out before the case fails. This means that the case will only do (OK I'll do the maths) just over 1,000 flights. What sort of case? A Samsonite, the new rounded version. The old, square version used to do another another 500 flights. I'm sure they can be obtained second-hand and when so bought, they'll be a bargain.

PM

Usual disclaimers apply!

[TFlyguy]

Well it's only take 3 1/2 months but Flybe have finally sent me a cheque for the full amount!

[Ancient Observer]

I used to travel 2 long haul per month and a couple of short haul per month. This was for about 10 years. I wore out one suit-carrier, and replaced it with one the same.
I bought a cheap wheelie bag in Sin. Replaced this after global research with a "within BA carry-on limits" Samsonite.
Other than the worn out suit-carrier, all the others are still going strong.
...............maybe it's because they never went in the hold.

[EEngr]

A few years back, I flew from Seattle, through Heathrow, to Amsterdam with BA. Upon arrival at AMS, my checked bag (an old, cheapo soft side) never arrived. I filled out the appropriate forms for a lost bag, but it never caught up with me. So I had to replace the suitcase and contents to continue my vacation.

Upon returning home, BA reimbursed me for my ticket. So aside from the inconvenience, I didn't do too badly financially.

About 4 months later, I get a call from the local BA office. They found my bag and would I like it back? Certainly.

When it arrived, it was wrapped in plastic. As best I can determine, it was opened for inspection and the zipper jumped off the track. Hence the plastic wrap. However (probably due to time constraints) they probably just kicked it to the side and forgot about it for a few months.

Had they made an effort to get it to me in AMS, even a day late and duct-taped together, I would have accepted $50 toward a replacement and called it good. It was old and I can't hold even contentious handlers/inspectors responsible for my crap eventually failing.

[Helol]

I arrived at LHR last night with a damaged suitcase. Hard top one, with a 5" gash across the top of it, as though something had hit it with force at a sharp angle, leaving a great big dent, and not fit for purpose.

Unfortunately, I was unable to report it at LHR, but I may try calling them tomorrow (by the time I got online today, their 'damaged baggage' telephone line was closed!).

I don't have a receipt; is it worth even reporting it?

[PAXboy]

I'd say your first action should (have been) be to photograph the bag in situ in the baggage hall. If there is identifiable surroundings it can help to prove the state you received it in. One of the advantages of modern mobile phones and turn on the 'date stamp' function if available.

I've only had to claim for badly damaged bag once (arriving LHR as it happens) and the carrier paid up right away. I think that prompt action is always best.

[Helol]

Paxboy, yes I agree entirely I should have reported/photographed it whilst at LHR. To be honest, I'm not sure why I didn't (brain not in gear, etc). Anyway, I just called BA, I thought it was worth a shot, and it seems they will give me a replacement.

https://farm9.staticflickr.com/8650/16222583133_f835cf28b7_m.jpg

[Background Noise]

One of the problems in this sort of claim is outsourcing with processing often getting pushed off to a third party company.

From Helol's post it sounds like BA's policy is still to replace (rather than refund) damaged bags. This works if the damage occurs on the return to UK and/or if you can wait to action it once the trip is completed.

We had a bag damaged on an outward flight to the extent that we had to purchase a new bag whilst we were away. This was okayed by the BA rep at Logan. When we got home, and despite explaining what we had done, we got the standard BA response which was to call Antler for a replacement bag. To be fair, they eventually refunded the purchase cost (albeit at a different exchange rate) but it took some effort to break out of their normal process.

[Helol]

BN - It appears it is a company called K2 Global who will be contacting me within the next 48 hrs ref replacing the suitcase.

As it happens, I was returning home, so I suppose that makes things easier, rather than it happening on the outward journey.

[ExXB]

As I said a few years back, always check the airlines condition of carriage. Airlines cannot limit liability for damaged or lost luggage on international (or intra-EU, including domestic) flights.

It is best to claim immediately, but they are still liable if you only discover the damage later. Be persistent, they are liable up to the maximums set out in the Montreal Convention 1999 (MC99) which has been incorporated into European law.

MC99 is a deal - airlines cannot limit liability, but their liability is capped.

[Helol]

Quick Update.

Had a call from K2 today, and they will be delivering a suitcase similar to the one damaged, hopefully tomorrow.

Personally I have been quite pleased with the service; prompt, and to the point.

[surely not]

If the damage wasn't reported at the airport before leaving it used to be airline policy to decline to pay out as the damage might have occurred after any handling by the airline, i.e. it might have fallen off the trolley on the way to the car, been dropped whilst loading into the car etc.

Unfortunately there are many people in the world who look to abuse the systems set up to take care of genuine problems. I can remember 2 x German passengers trying to persuade the GHA at STN that 3 small scratches on a suitcase meant it was wrecked. It was perfectly serviceable and not broken in any way but they wanted a replacement.

One major factor to bear in mind is that your bag handle is most at risk of breakage when it is being dragged off a moving conveyor for loading onto/off a baggage dolley or into a baggage container. If you have stuffed it full and the weight is too much this is the moment when they can seperate from the bag.

It fair boggles the mind to see how people pack bags so the locks/handles/fabric are under strain before they have left their homes and are then surprised when the bag fails with the manual handling at the airport.

[flyingtincan]

"Tell flybe to just pay out and stop trying it on."

Not implying in this case, but is it only the airlines or do passengers ever "try it on"?

[Helol]

I was really conscious of the fact that I hadn't reported the damage whilst still at LHR, hence my original question of whether it was worth my (and their) time even reporting it.

My suitcase wasn't a Delsey (I'd not used it on this occasion) or samsonite so I wasn't too concerned had my claim been unsuccessful, but full marks to BA and K2 for their customer service.

Yes I am sure that, as with most things in life, some buggers will indeed 'try it on' spoiling it for the rest of us who have a genuine claim, in my case (pardon the pun) the first one I have made In 20 yrs. Surely the airlines become wise to it and are (hopefully) able to spot a scam..?

[Helol]

Last update.

As promised, a new suitcase was duly delivered to my door today. Really impressed with the service from initial reporting to final delivery.

Well done BA/K2.

[cavortingcheetah]

This has been around the block but it worked.

https://www.youtube.com/watch?v=5YGc4zOqozo