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Claiming for Cabin Baggage Damages

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DaveyJ

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Dec 26, 2005
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G'day All,

flew QF801 Drw - Cns the other morning at the end of a trouble plagued journey caused by numerous delays, cyclones etc. Travel being undertaken on our corporate account (Defence), however QF seem to treat us with contempt because they know DJ can't fill the void left by AN. Anyway this incident tops the trip. Helpful flight attendant takes my laptop and puts it up top as I was loaded with briefcase etc. It was in a very protective bag. Notice when I get to Cairns it had moved around a fair bit, but no damage to bag. When I get my laptop out of the bag a whole corner is dented in and computer now buggered.

I have rang Qantas Club service desk, who put me onto Customer relations, who put me on to Baggage Services, who just gave me attitude. Anyone out there who can give me suggestions on who to contact at QF where I may get some success? A Mr Dixon or MS Jackson maybe?
 

NM

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Dave Noble said:
iirc, they are not liable for the damage

Dave
You do recall correctly. Its is the passenger's responsibility to ensure their cabin baggage is safe/protected. The airline only takes responsibility for checked baggage. Otherwise people would be carrying pre-damaged laptops in protective bags and claiming compensation from the airline for the damage.

Similarly, the airline is not responsible for damage to items inside a checked bag unless there is visible damage to the bag. Damage to items inside the bag (when no damage to the bag itself) indicates the items were not suitably packed and protected.

So there is not much point in aggravating yourself further by trying to pursue this one with the airline. This would be the same for any airline, not just Qantas. The situation would be the same with DJ and would have been the same with AN.
 

cpl

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DaveyJ said:
Helpful flight attendant takes my laptop and puts it up top as I was loaded with briefcase etc. It was in a very protective bag. Notice when I get to Cairns it had moved around a fair bit, but no damage to bag. When I get my laptop out of the bag a whole corner is dented in and computer now buggered.
Any idea how this could have happened? Denting a laptop in a protective bag is not something that happens easily. Certainly not just by pushing around bags in the overhead compartment I'd think.
 

NM

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cpl said:
Any idea how this could have happened? Denting a laptop in a protective bag is not something that happens easily. Certainly not just by pushing around bags in the overhead compartment I'd think.
Maybe it was one heck of a heavy braking application by the captain upon landing. Perhaps like when Paddy and Mick landed their Aer Lingus flight at Dublin airport, and after touchdown they applied maximum brakes and full reverse thrust to stop before the end of the runway. Then Paddy turns to Mick and says "That's the shortest runway I have ever seen ... but by geez its the widest".
 

Mal

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I could understand a box of Krispy Creme's being destroyed when being put in overhead compartments.

A laptop in a secure case shouldn't have any damage.

The only way I could see it happening is if the damage was before/after the stowing (dropped etc) or someone had some very heavy pointy carryon also in the same compartment.

I think the only recourse the OP has is to either a) File a claim through your travel insurance (if applicable) or b) File a claim through your employer's insurance (if applicable).

I don't think Qantas could prove either way where the damage occured and they would not want to pay out.
 

Dave Noble

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Even if they did accept liability it does state in http://www.qantas.com.au/info/flying/beforeYouTravel/conditionsCarriage


In respect to baggage Qantas' liability is limited to A$1,600 per passenger (for checked baggage), and A$160 per passenger (for cabin baggage). Damage sustained to passenger baggage should be reported on arrival. However, in any event, in the case of damaged/destroyed baggage it must be within 7 days. Damage must be sighted by a Qantas Airways employee or representative of Qantas Airways at a Qantas Airport or Travel Centre (where this facility exists). Delayed/lost baggage must be reported on arrival and a complaint in writing must be received within 21 days, from the date that the baggage was placed at the passenger's disposal.

though quite relevantly it states in 16.5 at http://www.qantas.com.au/info/flying/beforeYouTravel/conditionsCarriageLong

we are not liable for any damage to your Cabin Baggage unless such damage is caused by our negligence. Based on the description, I cannot see that they did anything negligant


Dave
 

JohnK

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NM said:
cpl said:
Any idea how this could have happened? Denting a laptop in a protective bag is not something that happens easily. Certainly not just by pushing around bags in the overhead compartment I'd think.
Maybe it was one heck of a heavy braking application by the captain upon landing. Perhaps like when Paddy and Mick landed their Aer Lingus flight at Dublin airport, and after touchdown they applied maximum brakes and full reverse thrust to stop before the end of the runway. Then Paddy turns to Mick and says "That's the shortest runway I have ever seen ... but by geez its the widest".
And you replied with a serious expression on your face. :eek:

LOL. :D :D :D
 

Yada Yada

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DaveyJ said:
When I get my laptop out of the bag a whole corner is dented in and computer now buggered.

I have rang Qantas Club service desk, who put me onto Customer relations, who put me on to Baggage Services, who just gave me attitude. Anyone out there who can give me suggestions on who to contact at QF where I may get some success? A Mr Dixon or MS Jackson maybe?
Sorry to hear you had such bad luck. You'd expect that even a laptop in an overhead locker with no protective bag would have a decent chance of survival despite any bumps. It sure sounds like the computer fell out and hit the deck as some point. Is that possible without you knowing?

As others have suggested, your best bet will be to claim on insurance if you have it. As my travel has increased in recent years, I went from taking out individual policies for occasional international travel to taking out an annual policy for all travel.

Nonetheless, despite the fact that QF may not be liable, they didn't need to be rude when you phoned. Empathy is helpful.
 

DaveyJ

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Mystery Solved!

Looks like no luck, mystery remains. I'm with the majority, can't see how it could cop so much damage in its case. Maybe I should chat again 'suggestively' to my offsider.

It is an outdated laptop anyway (about 12 months old!) Time for an upgrade.

I actually looked up the terms and conditions of carriage for a few airlines, Travel insurance is definately recommended I reckon.

Cheers.
 

NM

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Re: Mystery Solved!

DaveyJ said:
I actually looked up the terms and conditions of carriage for a few airlines, Travel insurance is definately recommended I reckon.
If oy are carrying anything of a value more than you are willing to lose, then yes, travel insurance is necessary. My employer self-insures for laptops and such since the corp policy has a very high excess in order to bring it into a reasonable cost.

if I am travelling outside my employer's travel insurance cover (ie personal travel), then I am careful to ensure I am willing to accept any loss, otherwise I take out my own personal cover. This goes not only for cabin baggage, but for all aspects of the travel experience.
 
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