Airline Lost & Damaged Baggage

[MarkJS]

A bit of advice required please?

I was travelling via Vienna on a business trip back in the first week in July. For some reason, my checked in bag went missing for a total of 8 days. The missing baggage was reported as soon as I arrived at my destination and when it finally did turn up, it was damaged with one of the handles hanging off, a burst seam down the side and a broken zip tab (although the contents were fine).

I then wrote a letter to the airline saying how p*ssed off I was – not only that my luggage had gone missing for 8 days but that when it did arrive, the bag was badly damaged and would need to be replaced – and that they should contribute to this as a matter of principle. I didn’t really need to buy anything while my bag was missing as I had packed most documents & all valuables into my hand luggage. Also, my insurance doesn’t cover damaged baggage – I have since changed this…

I do travel a lot but I have always been very lucky with baggage to be fair - if it has ever been lost, it has been delivered to my office/house/hotel the very next day at the latest.

I finally received a reply from the airline yesterday (27th October):

We deeply regret the delayed delivery of your baggage and for the damage of your baggage. Therefore we would like to apologise for the inconveniences caused.

To enable us to consider your claim may we ask you to submit the following documents to us by email or fax. Please quote our reference V*****:

1) The receipts for emergency purchases
2) A receipt of the repair costs or a confirmation compiled by a baggage store that the baggage is irreparable. The report should include details on date of purchase, price and fabrication

Now, I could easily get a report on the damaged bag saying that it’s not reparable but I don’t have the original purchase receipt (it’s a Samsonite Blite which cost around £150) and as already stated, I didn’t need to buy anything of any significance – it’s just the damaged bag I feel they should contribute to. But I have none of the paperwork that they are requesting.

Anybody else been in this position? Is it worth pursuing? Or, should I just walk away, forget it and stop moaning?

Thanks in advance

Edited by MarkJS on Sunday 28th October 10:32

[Nickyboy]

You say they want proof from a store that it is unrepairable which would be fine, but you don't say they want proof of purchase or the receipt, just the price and date

[Deva Link]

I think they're just telling you to ps off - airlines seem to hate their customers, unless you're regularly flying full fare business class.

If it was a business trip then buy another case and expense it.

[Mobsta]

A month of purchase might suffice. No one remembers the actual purchase date for these sorts of things.

[anonymous-user]

Did you not get any emergency money for missing luggage. Our bags went missing on a Malaysia Airlines flight to Adelaide and didn't turn up until 48 hours later, we were given I think $75 each to cover emergency replacement items (no receipts required). That rule only applied on the outward portion of a flight however.

I wouldn't expect anything for a broken bag, ours have turned up with damage on the baggage reclaim several times, who is to say who damaged it? it's been through at least 2 airports baggage handling systems and maybe 2 lots of customs as well.

[Deva Link]

Bluequay said:

I wouldn't expect anything for a broken bag, ours have turned up with damage on the baggage reclaim several times, who is to say who damaged it? it's been through at least 2 airports baggage handling systems and maybe 2 lots of customs as well.

If you notice at the airport and go to the handling agent they'll normally give a like for like bag, as long as it's nothing fancy.

[anonymous-user]

Deva Link said:

Bluequay said:

I wouldn't expect anything for a broken bag, ours have turned up with damage on the baggage reclaim several times, who is to say who damaged it? it's been through at least 2 airports baggage handling systems and maybe 2 lots of customs as well.

If you notice at the airport and go to the handling agent they'll normally give a like for like bag, as long as it's nothing fancy.

I'll keep that in mind for next time It's normally only broken zips\cuts etc, We always go for the ultra light weight luggage so the Mrs can indulge her shopping habit

[PoleDriver]

I've always been impressed with the service given by airlines over luggage problems. Lost bags are found within 24 hours and are either delivered to my hotel, or home. When I have discovered damage to a case/bag at the airport I have reported it immediately and have been given a claim number. I have then purchased a new case and sent the invoice to the airline, together with the claim number, and have received a swift refund! I can't see the scenario you have as being any different?
Obviously they aren't going to replace a £25 case with a £150 case but they do have a pretty good idea of brands and prices!
I've only ever been asked the approximate age and value, obviously it's much easier to claim if, as in your case, the item is of a known brand.

[steveo3002]

just make up the docs they request and email em over

[Jos Notstoppen]

It is probably more to do with stopping people who lose some old cheap bag, then claiming for brand new extra large Delsey with all the extra's. Not forgetting all the designer clothes inside of course.

Any receipt will show what bag it was, any shop stating it is unrepairable would probably also show the brand and condition of the case on the report.

When I worked for an airline if there was any damage to a passengers clothes or baggage (dropped drinks or food etc) the cabin crew were told if possible to report what brand was damaged. At the time countless "Primark" clothes ended up described as "designer" on hopeful claims by passengers. In fact probably still do!

[MarkJS]

Thanks for all the comments on this.

The airline has now settled with me - a total £280ish to cover the bag and some compensation for the days lost.

Although it took some time, I am very (pleasantly) surprised that they have not fobbed me off with a token gesture citing the Montreal convention.

[anonymous-user]

Only fair to name and praise!