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  #21  
Old 12.10.2016, 21:38
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Re: Who to blame? [damaged luggage]

I flew from Montreal to Heathrow a while back and noticed a mark on my case like a razor tear. I went to report it to BA at their desk (this was on a Thursday) and the following week there was a knock on the door and a carrier delivered a brand new case!
So as it is BA you might find that one is just delivered to your home!
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  #22  
Old 12.10.2016, 21:41
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Re: Who to blame? [damaged luggage]

Now wouldn't that be lovely? Will post the outcome in due course - so far not even an acknowledgement after submitting the on-line claim 48 hours later
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  #23  
Old 12.10.2016, 21:51
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Re: Who to blame? [damaged luggage]

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Now wouldn't that be lovely? Will post the outcome in due course - so far not even an acknowledgement after submitting the on-line claim 48 hours later
How much profanity did you use, both in the form describing the damage to the suitcase, and the subsequent survey inviting you to give feedback on the website?
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  #24  
Old 18.10.2016, 16:42
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Re: Who to blame? [damaged luggage]

Sitting here, crying my eyes out, tearing out what little hair I have left
NOTHING, not one word or acknowledgement from British Airways. We are not connected to any social media site so have no way of naming 'em and shaming 'em. Written 5 times asking for information/acknowledgement/response ....... so far zilch. Anyone have any ideas? Does anyone have a direct complaints email address please? How do we contact the CEO of BA?
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  #25  
Old 18.10.2016, 17:57
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Re: Who to blame? [damaged luggage]

You have internet access? Create yourself a twitter account and go at them. Honestly - i had a luggage delay with BA and wrote a testy tweet - heard back right away.

If you look at ba.com, you might find some contact info. I find calling and emails get a more immediate response - not always resolution, but at least they know you exist.
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  #26  
Old 18.10.2016, 18:06
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Re: Who to blame? [damaged luggage]

Here are some emails (ignore the US info at the start) - as of May 2016

http://elliott.org/company-contacts/british-airways/
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  #27  
Old 18.10.2016, 18:21
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Re: Who to blame? [damaged luggage]

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Anyone have any ideas? Does anyone have a direct complaints email address please? How do we contact the CEO of BA?
Read this first:

http://www.moneysavingexpert.com/site/resolver

then crack on with the claim here:

http://www.resolver.co.uk/companies/...ays-complaints

It will come as no surprise to you to know one of the ncknames for BA in the industry is Bad Attitude. I'm not one of this World's complainers. If possible, I laugh things off and move on, but professionally I've had hundreds of arguements with BA, and personally, I freakin hate flying with them.
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  #28  
Old 18.10.2016, 18:29
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Re: Who to blame? [damaged luggage]

Is it really worth it? Just buy a new case and try not to use the same airline next time. Think of it as an expense associated with the holiday/trip and move on.

It is not worth the stress.
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  #29  
Old 19.10.2016, 02:16
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Re: Who to blame? [damaged luggage]

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It is not worth the stress.
Agreed.

When something like this becomes stressful or upsetting, I'd consider walking away and marking it down to experience.

Having said that, I'm currently in the throes of making a claim against an airline for a 3.5hr flight delay. For me, it's a game of cat and mouse, and compensation for missing several connections back to Zurich and dealing with a very peed off OH. For the family behind us who missed the last train to St Gallen and had to book 3 rooms in a hotel in Basel, I doubt the statutory compensation will cover their additional costs.

Balance out what it means to you vs the effect on your stress levels.
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  #30  
Old 19.10.2016, 12:04
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Re: Who to blame? [damaged luggage]

Blueangel,

Please note that the European Court of Justice rulings that extend compensation to delays of over three hours, does not apply in Switzerland.

In accordance with the 'bilateral accords' Switzerland applies regulation 261 as it was written, not as it has been interpreted by the ECJ.

But let us know if you are successful.
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  #31  
Old 19.10.2016, 13:37
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Re: Who to blame? [damaged luggage]

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But let us know if you are successful.
Thanks. I will do. I enjoy playing with something until it breaks, but may have to eventually resort to a NWNF solicitor if goes to court, purely because of the distance.

Quote:
Updated 11 Oct 2016

It's only for EU-regulated flights

An EU flight is where the flight departed from an EU airport, regardless of the airline OR where an EU airline landed at an EU airport. Under this law, EU airports also include those in Iceland, Liechtenstein, Norway and Switzerland.
http://www.moneysavingexpert.com/travel/flight-delays
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  #32  
Old 19.10.2016, 16:01
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Re: Who to blame? [damaged luggage]

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Is it really worth it? Just buy a new case and try not to use the same airline next time. Think of it as an expense associated with the holiday/trip and move on.

It is not worth the stress.
We had been to the UK to visit our son [45 years old] who has bladder cancer. Last thing we needed was a broken suitcase, and yes, it is worth it. Wasn't much of a holiday/trip
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  #33  
Old 11.11.2016, 12:57
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Re: Who to blame? [damaged luggage]

FINALLY!!!!!
And this only because we wrote to Alex Cruz - CEO of BA. Took long enough!


Thanks for your emails about what happened to your bag on your flight to Geneva on 27 September 2016. Please accept my apologies for the delay in replying to your correspondence.
It’s important to us that we offer each of our customers outstanding service and I know this wasn’t the case when you travelled with us. We try to make sure all bags are handled correctly when they’re within our care, and I absolutely agree we’ve let you down.
Thanks for sending me the valuation for your replacement bag. I’ve arranged a payment for €118.57 (129.00 CHF) to be transferred to your French bank account using the details you provided.
Once again, I’m so sorry about what happened. It’s only through your feedback we’re able to focus on areas where we need to improve and we really appreciate your insight.
Thanks for taking the time to get in touch with us so we could make amends. If you have any questions, please don’t hesitate to contact me by replying to this email using the blue link below.
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  #34  
Old 11.11.2016, 17:40
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Re: Who to blame? [damaged luggage]

Excellent news! Thanks for keeping us updated, too. I am a firm believer of not letting the "small" stuff go. It is the principles that carry the big stuff, hopefully you contributed to a better customer care. Plus, of course, you deserve the compensation. Good for you.

I am really sorry to hear about your son. ((hugs))
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  #35  
Old 11.11.2016, 21:04
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Re: Who to blame? [damaged luggage]

So glad that BA finally sorted it out and compensated you. I was surprised that they took so long though.
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  #36  
Old 11.11.2016, 21:30
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Re: Who to blame? [damaged luggage]

Well, it seems that they simply ignore the claim[s] and hope that the plaintiff will finally go away if they do not respond. Anything else doesn't seem possible in view of the numerous times we wrote, received a claim number and STILL nothing happened until we wrote in desperation to the MD/CEO.
Shame on you British Airways!!!
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  #37  
Old 11.11.2016, 21:36
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Re: Who to blame? [damaged luggage]

Yay! Squeaky wheel gets the grease.
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  #38  
Old 11.11.2016, 23:48
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Re: Who to blame? [damaged luggage]

OP, you were lucky! My case was damaged a month before yours b Lufthansa. Tired after a 24h journey, I only noticed the damage when I had left the airport. I contacted the airline the same day via their site. Finally, after 4 more mails and a registered letter, 5 weeks later aomeone from an Indian call centre rang, told me to get the case repaired and send them the bill. Since then, the case has been with Rimowa.
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  #39  
Old 11.11.2016, 23:53
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Re: Who to blame? [damaged luggage]

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Is it really worth it? Just buy a new case and try not to use the same airline next time. Think of it as an expense associated with the holiday/trip and move on.

It is not worth the stress.
Dont forget to try not to use the same airport either since the airllines have little responsibiöity in the movement of bags at individual airports
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  #40  
Old 12.11.2016, 00:08
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Re: Who to blame? [damaged luggage]

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FINALLY!!!!!
And this only because we wrote to Alex Cruz - CEO of BA. Took long enough!


Thanks for your emails about what happened to your bag on your flight to Geneva on 27 September 2016. Please accept my apologies for the delay in replying to your correspondence.
It’s important to us that we offer each of our customers outstanding service and I know this wasn’t the case when you travelled with us. We try to make sure all bags are handled correctly when they’re within our care, and I absolutely agree we’ve let you down.
Thanks for sending me the valuation for your replacement bag. I’ve arranged a payment for €118.57 (129.00 CHF) to be transferred to your French bank account using the details you provided.
Once again, I’m so sorry about what happened. It’s only through your feedback we’re able to focus on areas where we need to improve and we really appreciate your insight.
Thanks for taking the time to get in touch with us so we could make amends. If you have any questions, please don’t hesitate to contact me by replying to this email using the blue link below.
if a CEO has to write mails about 129 CHF, then there is something seriously wrong with a company.
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