Poor response to claim for damaged baggage

13 replies

Lyrebird

Member since 23 Mar 2017

Total posts 2

I am in dispute with Emirates Airlines over compensation for damage to my son's guitar which was checked baggage on a trip to Europe via Dubai last year. It was in a brand new solid Hiskox case (one of the best - check out their website) purchased for the trip. That the damage occurred or that the case was adequate  are not disputed. The damage with photos was reported by email on the day we arrived for stopover in Dubai. 


They are falsely claiming that the Montreal Treaty limits their liability to an arbitrary USD200. The valuation for replacement which they asked me to obtain was AUD1500. 


They have been fined by US and Canadian authorities for identical behaviour in the past. 


Repeated email requests that they explain how they interpret the articles of the Treaty to arrive at the lesser sum are ignored. 


No one I can contact in Australia can offer assistance. I am just directed to call centres or website complaint forms that I have already used. Short of standing outside their office in Melbourne with signs and leaflets stating my dissatisfaction (which I am quite prepared to do) or going to Court I can see no way to get a response. 


Has anyone had similar problems? 

Any advice?

Lyrebird

Member since 23 Mar 2017

Total posts 2

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TheRealBabushka

Member since 21 Apr 2012

Total posts 2,059

Same problem with MH en route to Hanoi last month. They pierced a hole in my hard case Crumpler Vis a Vis suitcase!!!! Not even sure how that was possible.

They're only offering $200, when international conventions allows for more. I'm not sure where they got that $200 figure from. I'm going to have to get another case, since this cannot be repaired, which would certainly cost more than $200! I'm waiting to hear from Crumpler. Their customer service and warranty is excellent. 

I'm considering whether to press my case with MH...the thing is during my interaction with the MH agent, they actively suggested I pursue the damage with the baggage manufacturer. They've very keen to absolve their responsibility, when they've the one that caused the damage. That really pissed me off. Maybe it's an airline tactic to fob passengers off?  

Last editedby TheRealBabushka at Mar 25, 2017, 07:59 AM.

markpk

Qantas - Qantas Frequent Flyer

Member since 29 Nov 2013

Total posts 436

I don't have any experience with Emirates or MAS... 


For what it's worth, I had a new Antler bag damaged by Qantas on its second trip. The staff in Brisbane wrote a claim docket for the local repairer and it was replaced no questions asked. 

I don't understand why they have to be so belligerent. They could be buying a range of bags wholesale and using the exercise to build customer loyalty! 

akronflyer

Qantas - Qantas Frequent Flyer

Member since 29 Jul 2014

Total posts 144

Have a look at http://elliott.org/company-contacts/emirates/
It may be of some help.

akronflyer

Qantas - Qantas Frequent Flyer

Member since 29 Jul 2014

Total posts 144

Have a look at http://elliott.org/company-contacts/emirates/

sid

Member since 07 Jan 2011

Total posts 127

Take them to VCAT -?https://www.vcat.vic.gov.au/


gapmatt

Qantas - Qantas Frequent Flyer

Member since 06 Jan 2017

Total posts 14

I've had some issues with damaged luggages, a wheel came off but unfortunately Qantas/Emirates don't cover wheel damage.

I try to fly with Cathay as much as possible as their baggage damage policy is excellent - covers wheels and handles

ScottB

Member since 21 Apr 2016

Total posts 12

I've had some issues with damaged luggages, a wheel came off but unfortunately Qantas/Emirates don't cover wheel damage.


I don't believe this is true for QF. 


I've had a wheel come off a Samsonite bag on JQ international, and same wheel/bag again 1.5 years later on QF domestic - both times reported immediately at baggage services and given a claim tag with list of authorised repairers. All I had to do was take the bag in for the repair, it didn't cost me a cent otherwise.

waikato

Member since 07 Dec 2016

Total posts 2

My wife and I recently flew Business Premier with Air New Zealand to San Francisco where, upon arrival, we found one suitcase with a wheel missing and a large gouge in the case. It was such a deep slash that if one was inclined one could reach inside and take the nearest contents.

Air New Zealand's local Airport Manager was absolutely marvellous in handling our complaint and within 10 minutes of reporting the damage we were on our way armed with a brand new Samsonite suitcase, simply volunteered without any discussion. 
The treatment of our situation could not have been better so it is a pleasure to be able to compliment an Airline on their handling of such a situation rather than registering a complaint.   

steveA

Qantas - Qantas Frequent Flyer

Member since 12 Feb 2016

Total posts 2

Many years ago virgin ripped a suit bag of mine that they made me check and were smart ass's about it too. They put some of my belongings on the conveyor individually, yep those ones. I lost a pair of glasses and a custom mouth guard. When I complained they gave me a number to ring and I told them what was missing. They told me I had to get 3 quotes for each item and mail them in. That was not easy for glasses or a mouth guard seeing as I only have one optometrist and one dentist and I argued that point but they insisted I get 3 quotes. I got the 3 quotes for those items and did not bother about the other items missing such as clothing. I sent in the quotes and in less then 36 hours I got a stock letter saying that medical devices are not covered. It seriously took me a good part of week to attend appointments and get quotes.  They could have saved me and all the others involved a huge waste of time.  Needless to say I was really peeved. My boss covered the loss and told me the company no longer flies Virgin and I have never flown them since except when I have free tickets, because I figure it is costing them. So yes I agree with one of the other comments you would think that they should use it to build loyalty because Virgin did not with me or my boss.

Last editedby steveA at Aug 02, 2017, 04:11 PM.

lucky65

Qantas - Qantas Frequent Flyer

Member since 07 Oct 2013

Total posts 1

QF was more than eager to assist us with getting our bag repaired - actually replaced when we had an issue with our bag from Singapore to Sydney, Customers for life as a result

gdnow

Qantas - Qantas Frequent Flyer

Member since 02 Aug 2017

Total posts 1

Qantas doemestic have recently changed their policy on damaged luggage. They now ask you lodge a claim on line via their Customer Care Feedback webpage after having first obtained a baggage file reference & Damaged Property Report Form from the airport where the damage was first noticed. You then have to provide photos of the damage, proof of purchase and detail the amount of compensation you are seeking and relodge quoting the file number they provide when you first lodge the claim via the website. Turnaround time is quoted as "we enedeavour to contact you within fifteen business days". Not very customer centric or friendly!

elchriss0

Virgin Australia - Velocity Rewards

Member since 13 Jan 2015

Total posts 80

Qantas doemestic have recently changed their policy on damaged luggage. They now ask you lodge a claim on line via their Customer Care Feedback webpage after having first obtained a baggage file reference & Damaged Property Report Form from the airport where the damage was first noticed. You then have to provide photos of the damage, proof of purchase and detail the amount of compensation you are seeking and relodge quoting the file number they provide when you first lodge the claim via the website. Turnaround time is quoted as "we enedeavour to contact you within fifteen business days". Not very customer centric or friendly!

Because everyone keeps receipts for suitcases and it's contents...

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