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Old 06.01.2011, 17:50
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Claiming broken luggage from airline

just wondering if anyone has tried to claim compensation from broken luggage from airline before? my new luggage was broken on the flight from gva to milan and upon on collecting my luggage, i immediately went to the lost/found/luggage counter and they issued this ticket with reference on. i have been trying to get hold of this airline (by email and phone) for a week, and no one has responded. the airline is twinjet and our flight was cancelled by airfrance that is why we were re route with twinjet. the luggage was brand new as of oct 2010, now it has one missing wheel which can't be replaced. help! thanks!!!
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Old 06.01.2011, 17:59
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Re: Claiming broken luggage from airline

I have had luggage damaged twice.

The first time was with BA - I flew into Heathrow on a Friday, my case had like someone had put a razor through the covering. I reported it and you can imagine my surprise when on the following Tuesday a brand new (and much better) case arrived at my door.

The second time, with a charter, I was advised to take the claim for damage up with my own insurance company

I think it is just luck how you are treated
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Old 06.01.2011, 17:59
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Re: Claiming broken luggage from airline

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just wondering if anyone has tried to claim compensation from broken luggage from airline before? my new luggage was broken on the flight from gva to milan and upon on collecting my luggage, i immediately went to the lost/found/luggage counter and they issued this ticket with reference on. i have been trying to get hold of this airline (by email and phone) for a week, and no one has responded. the airline is twinjet and our flight was cancelled by airfrance that is why we were re route with twinjet. the luggage was brand new as of oct 2010, now it has one missing wheel which can't be replaced. help! thanks!!!
The luggage obviously wasn't fit for purpose and you should return it to the shop where you bought it and ask for an exchange.

I don't believe airlines will compensate if the luggage itself is damaged as they believe that your luggage should be strong enough to withstand the demands required of it. (I've seen this written in the small print).

Edit - I guess it depends on the airline but I would still try with the shop.
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Old 06.01.2011, 18:11
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Re: Claiming broken luggage from airline

thank you.
i am sure i won't be getting a surprise on my door as they haven't replied my email nor phone for a week.

it is samsonite hardcase 360degree wheel luggage, it is their newest model therefore i think they must have smashed it on the floor to break it. the wheel is completely broken from the roots!

i got this in the samsonite store in the usa, i wont be able to claim anything.
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Old 06.01.2011, 18:34
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Re: Claiming broken luggage from airline

My only experience with damaged luggage was when landing at Manchester.

My case had a big gouge in it, like it had been run over by a baggage truck. I reported it to the handling desk and they sent me through a little door to a magical kingdom of cases.

Bloke took a look at my case and said, "I've only got a dark blue one, is that OK?" (mine was light blue), and dished me out a nice shiny (and slightly better than mine) case to take away with me.
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Old 06.01.2011, 23:31
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Re: Claiming broken luggage from airline

I am in the same situation as you! Between Christmas and New Year we flew from Manchester back to Zurich with EasyJet and our 6 month old double buggy now has a severely bent wheel and a cracked frame. We registered the damage immediately at Zurich airport and I was given details to contact Easy Jet and advised it would be better by email.

I emailed the following day and I am still waiting for a reply, although I will wait the 14 days I was advised it could take as it was over public holidays.

I am really hoping we get a surprise delivery as its making life a little tricky!

Hope you get your case sorted out...fingers crossed!
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Old 07.01.2011, 01:37
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Re: Claiming broken luggage from airline

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I don't believe airlines will compensate if the luggage itself is damaged as they believe that your luggage should be strong enough to withstand the demands required of it. (I've seen this written in the small print).
Legacy airlines won't compensate you for reasonable wear and tear, but they will compensate you for damage that has occurred through abnormal handling. My new Samonsonite recently had two wheels sheered off. I was told to take it to be repaired and to send them the bill. It was Finnair and they paid immediately. I have had a similar incident with Swiss and they also paid.

LoCo airlines is a different ball game entirely....
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Old 07.01.2011, 03:15
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Re: Claiming broken luggage from airline

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Legacy airlines won't compensate you for reasonable wear and tear, but they will compensate you for damage that has occurred through abnormal handling. My new Samonsonite recently had two wheels sheered off. I was told to take it to be repaired and to send them the bill. It was Finnair and they paid immediately. I have had a similar incident with Swiss and they also paid.

LoCo airlines is a different ball game entirely....
This is my experience too. Many moons ago, I used to work in a shop selling travel gear, not in Switzerland though - but I'd assume that international airliners have the same rules regardless where their passangers land. Differences between the airliners for sure but many of the large/well-known ones seemed to have a similar proceedure; i.e. the passenger after reporting the damage was directed to one or more shops locally where they could have it repaired or pick out a new equivalent bag if it was beyond repair.
The passenger usually didn't have to put out any money since it all was cleared directly between the store and the airliner. Part of the process was for the shop to clear with the airline the estimated price for the bag before handing it out. But it all usually just took a few minutes - it usually took the passenger muuuuch longer time to decide on colour and so on....

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The luggage obviously wasn't fit for purpose and you should return it to the shop where you bought it and ask for an exchange.

I don't believe airlines will compensate if the luggage itself is damaged as they believe that your luggage should be strong enough to withstand the demands required of it. (I've seen this written in the small print).

Edit - I guess it depends on the airline but I would still try with the shop.
Well, if you have a suitcase of a known brand like Samsonite, Delsey or Rimowa etc my experience is that they are very good to deal with in case of quality issues - usually the cases can withstand quite a tough handling... of course with scratches but fully functional
If you mean taking it back to the shop where the passenger purchased it... the trip might have taken you pretty far from that location and it might be easier just buying a new bag
Airliners sometimes succeeded with smashing suitcases perceived to be "indestructable" - in a way that cannot be explained with material/production error or wrong usage, and the airline should take responsibility if they cannot handle stuff with a resonable amount of care.
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Old 07.01.2011, 09:26
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Re: Claiming broken luggage from airline

Just happened to me before Christmas on our way to USA. We travelled with US Airways and when we arrived in Florida, our luggages where opened at almost every corners on both luggages. We went back the day after to the airport directly to the US Airways luggages report and they gave us brand new very good ones!

The stroller wasn't that lucky. I don't know what they did to it but it was shaky and loose from every part, can't put my toddler in there anymore. They didn't want to do anything about it because it wasn't an obvious damage on it....
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Old 07.01.2011, 10:28
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Re: Claiming broken luggage from airline

Last year we came back from the States on United and our luggage was a mess. We got a form for United from the rep stating we needed to have it repaired then submit the receipts for reimbursement. We did and they did.
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Old 07.01.2011, 11:12
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Re: Claiming broken luggage from airline

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Last year we came back from the States on United and our luggage was a mess. We got a form for United from the rep stating we needed to have it repaired then submit the receipts for reimbursement. We did and they did.
They must've learned from this:
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Old 07.01.2011, 11:47
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Re: Claiming broken luggage from airline

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Differences between the airliners for sure but many of the large/well-known ones seemed to have a similar proceedure; i.e. the passenger after reporting the damage was directed to one or more shops locally where they could have it repaired or pick out a new equivalent bag if it was beyond repair.
The passenger usually didn't have to put out any money since it all was cleared directly between the store and the airliner. Part of the process was for the shop to clear with the airline the estimated price for the bag before handing it out.
One of my suitcases was damaged on an AirFrance/Cityjet flight from Zurich to London, and Piafa's description of the procedure to get a new one was similar. A wheel was completely broken off, so it wasn't regular wear and tear. The difficulty I had at first was that the flight was supposed to land at City Airport, but they re-routed us to Gatwick and brought us to City Airport by coach, and the Cityjet ground staff tried to claim that since I couldn't prove the damage had been done during the flight (vs. upon loading it into the coach), they weren't responsible for it. I asked to speak to a manager, and he assured me that they would take care of it.

The procedure can take up to 2 weeks, but I was flying out of London two days later, and I didn't have time to get my suitcase repaired or go to a shop. They gave me a number to call to arrange delivery of an equivalent suitcase to my flat. Since I had a no-brand suitcase and didn't have a receipt for it (I bought it ages ago in the States), they offered to give me a low quality replacement at first, which I refused, and I ended up getting a Roncato instead. The delivery guy even offered to take back my damaged suitcase. Overall, apart from having to complain at the airport, the rest of the experience was very straightforward.

@OP - are you a flying blue member? If so, you should contact them as well. The other (obvious) option you may have is to claim it through your travel insurance if you have one, but I would first try though Twinjet. Good luck!
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Old 07.01.2011, 15:38
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Re: Claiming broken luggage from airline

I had a samsonite broken.

1) Like you, I got the ticket thing from the airline from lost luggage department.
2) looked up samsonite repair shops around Zurich and there is one near Altstetten/Honng
3) Took my bag there, the first thing the guy asked for is the damage report/ticket from the airline. So this seems normal.
4) collected it the following week, perfectly fixed and with nothing for me to pay.

It was Swiss though...
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Old 07.01.2011, 22:17
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Re: Claiming broken luggage from airline

Same here - Just landed back from a transatlantic flight with Swiss on Monday. Had bought a brand new and rather expensive suitcase 2 months ago which got ripped, smashed, wheels and handle damaged. Swiss apparently recently changed their policy and will not accept any claim! Disgraceful I have to say - I have been a frequent and loyal customer up to now. Well guess loyalty ended then!
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Old 07.01.2011, 22:18
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Re: Claiming broken luggage from airline

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I had a samsonite broken.

1) Like you, I got the ticket thing from the airline from lost luggage department.
2) looked up samsonite repair shops around Zurich and there is one near Altstetten/Honng
3) Took my bag there, the first thing the guy asked for is the damage report/ticket from the airline. So this seems normal.
4) collected it the following week, perfectly fixed and with nothing for me to pay.

It was Swiss though...
Well - it seems no longer as they have changed their policy!
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Old 08.01.2011, 00:26
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Re: Claiming broken luggage from airline

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Same here - Just landed back from a transatlantic flight with Swiss on Monday. Had bought a brand new and rather expensive suitcase 2 months ago which got ripped, smashed, wheels and handle damaged. Swiss apparently recently changed their policy and will not accept any claim! Disgraceful I have to say - I have been a frequent and loyal customer up to now. Well guess loyalty ended then!
OK, I am not saying that you are not telling us the truth, but that sounds very strange. Airlines can't just refuse to accept responsibility for damage if it was caused negligently. But, is there something you are not telling us? Just how loyal a flyer are you by the way? What colour FF card do you have?

This passage comes from the Swiss website:

Link

Destruction, loss or damage to baggage
The air carrier is liable for destruction, loss or damage to baggage up to 1'131 SDRs (approximate amount in local currency). In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault.
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