:ok: Glad I could help!

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!

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

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.

Damaged/Lost Baggage
 

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.

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?

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.

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/...35cf28b7_m.jpg

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.

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.

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.

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.

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.

"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"?

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..?

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.

This has been around the block but it worked.

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