Damaged Baggage
 

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

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

Have a look at their conditions of carriage here. 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, who have been known to intervene.

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.

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.

The good and the bad
 

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.

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

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.

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
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.

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

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

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

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.

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.

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!

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.

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?

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.

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.

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