Damaged suitcase flying SYD-LHR

[Princess Fiona]

Asking the forum for help and experience.
I flew on QF31 SYD-LHR. Landed 06.20 today. Checked one suitcase and whilst on the Tube to the city noticed that the suitcase has a large crack running from the insertion of the integral handle around and almost up to the zip closure. Runs throughout the thickness of the case material. Clearly has had some loving from the baggage en-route. Case is a newish ( less than 6 months old) Samsonite hard shell. Probably repairable with duct tape in the interim but the case is essentially stuffed
I have taken pictures and contacted the number in LHR provided on the QF website. The number connects to servisair ( or like) and I was given an email address to contact QF which doesn't exist
Wondering if I should ring QF in Australia or wait until I get back home? I will have to buy a new suitcase here in LHR and hope for the best. I do have comprehensive travel insurance as a back-up.
What normally happens with damaged luggage?

 

[serfty]

Ouch!

I know it's tough to do on arrival from long haul, but
it's always a good idea to check these things before leaving the baggage hall.

More below ...


Posted on a wing and a prayer

 

[Deleted member]

Asking the forum for help and experience.
I flew on QF31 SYD-LHR. Landed 06.20 today. Checked one suitcase and whilst on the Tube to the city noticed that the suitcase has a large crack running from the insertion of the integral handle around and almost up to the zip closure. Runs throughout the thickness of the case material. Clearly has had some loving from the baggage en-route. Case is a newish ( less than 6 months old) Samsonite hard shell. Probably repairable with duct tape in the interim but the case is essentially stuffed
I have taken pictures and contacted the number in LHR provided on the QF website. The number connects to servisair ( or like) and I was given an email address to contact QF which doesn't exist
Wondering if I should ring QF in Australia or wait until I get back home? I will have to buy a new suitcase here in LHR and hope for the best. I do have comprehensive travel insurance as a back-up.
What normally happens with damaged luggage?

Samsonite have a warranty as well if I recall. Maybe that is further backup? And they probably can deal locally wit you? . It's unlikely of course that you carry your receipts with you, so maybe it's a deal with at home situation?

 

[serfty]

There are time limits for making claims - in this case 'Montreal' mandates seven days; I would not wait until getting back to Oz.

Qantas Baggage Services - Information for Delayed, Lost or Damaged Baggage

Maybe it's time to start 'Skyping' back to Oz. (Or try the +44 number again to verify the email address.)

 

[Princess Fiona]

Thanks serfty and GPH. I think QF remain my best bet for claiming so I will ring the Platinum Desk and ask them the correct email address to send my info

 

[serfty]

Note that the best chances of getting the 'Premium Desk' seem to be during 'Core' business hours in NEW/VIC.

Posted on a wing and a prayer

 

[Princess Fiona]

Contacted the premium desk with great service Advised to purchase new suitcase up to the $ value I have advised my old suitcase was worth and I will be re-imbursed
Great customer service by QF Incidentally the call dropped out due to p!ss poor mobile reception in hotel and was immediately called back by QF.

 

[wingspan]

Samsonite have a warranty as well if I recall. Maybe that is further backup? And they probably can deal locally wit you? . It's unlikely of course that you carry your receipts with you, so maybe it's a deal with at home situation?

My Samsonite has a 10-year warranty but it's only for production defects or damage that is the fault of Samsonite, so it makes things like this a little harder to deal with. But I do carry a photocopy of the receipt with me all the time (taped into the inner lining of the case) just in case! (If you will forgive the pun).

 

[Harpoon]

Sounds like you're lucky Nice one!

Usually an airline waives it's rights to repair/replace as soon as you exit the airport. Always good to check bags for 3 seconds before leaving the aiport.

 

[jetlagger]

Gosh.. The QF bird must have hit some turbulence enroute to the ole blighty! Hope the aircraft didn't suffer as your luggage did! Or were the baggage handlers having a bad day....?

The samsonite suitcases don't seem to hold up as well as spruiked on their stylish adverts..

I invested in a Rimowa alloy case recently & it seems to have held up well, so far over past months, despite suffering a few dents here & there- adds to the character I guess..

Good luck with your claim.. Led to believe that QF are reasonable with these issues.

 

[MatF]

Very pleased to hear a good outcome.

I've often debated the relative merits of soft luggage vs hard luggage. I generally use a soft case, and it seems to be be more affected be every day wear and tear, but is perhaps less susceptible to catastrophic failure? I'm not sure ....

 

[serfty]

...

Usually an airline waives it's rights to repair/replace as soon as you exit the airport. Always good to check bags for 3 seconds before leaving the aiport.

They may try, but for most international flights subject to 'The Montreal Convention", they cannot waive this right if you inform them within "seven days" - best done with registered mail.

(And if you do inform them at the airport, do not depart with a copy of the relevant registration documentation.)

 

[amaroo]

Impressive outcome - nice to hear that issues can be sorted out on the spot like that.

 

[ozmille]

I've had the same problem on a BA ticket. The luggage didn't make it on the connecting flight and the case got delivered to where we were staying. Got there later that night and saw that one of the wheels was practically cracked off. Called BA in BRU they said call BA in LHR they said your ticket was issued in SYD call when you get back to SYD. When I got back here they didn't care at all...

 

[Timtammi]

Yes good to hear a welcome outcome. Last thing you want when you travel is to have to deal with something like this. I too have often wondered about hard vs soft. I've always gone for soft, yes I have to replace fairly frequently as they get tatty but I too have wondered if they are less likely to have something major go wrong like this. So far, so good.

 

[JoanieLG]

Hubby had a soft trolley case damaged last year on a QF in bound flight, they didn't want to know about it at the airport. He contacted them immediately he got home and they asked for him to take it to Melbourne, our closest point to get it checked as we are in rural Vic. He did and it was replaced with a superior quality case without question once it was deemed to be unable to be repaired.

 

[Simo]

Great outcome,

Would the warranty on the bag be valid if you wanted to claim against that.

 

[CMA222]

A good outcome in the circumstances and good on QF for dealing with it in the way they did. No doubt the status level helped. My concern is that the Samsonite hard shell are advertised as being practically indestructible (I bought one about a month ago for precisely that reason) and that is their justification for the hefty price. That would also be their appeal to frequent travellers. The 10 year warranty is for materials and workmanship but it would be interesting to let Samsonite see the damaged bag and comment on how easily it can be written off in a luggage hold or by luggage handling systems. The consumer warranties of "fit for purpose" and the consumer not being mislead or deceived as to the qualities of a product would have provided assistance but QF have saved you the trouble. I am off to the airport now with my Samsonite hard shell so I am hoping it survives the trip !!

 

[Princess Fiona]

Just a follow up on this.
Once back home in Australia I emailed scanned copies of receipt and photos of damaged case to QF baggage claims and they did indeed refund the full cost of the new suitcase I had to buy in London.
One very happy customer

 

[juddles]

Very pleased to hear a good outcome.

I've often debated the relative merits of soft luggage vs hard luggage. I generally use a soft case, and it seems to be be more affected be every day wear and tear, but is perhaps less susceptible to catastrophic failure? I'm not sure ....

Personally I am a believer in the semi-soft suitcases with wheels. They can take quite a beating without the catastrophic failures. But you never know - I had one item shredded in a way that still baffles me. It was a tough canvass style that I thought was indestructible. American Airlines proved me wrong....

It is amazing the sort of stress that can be placed on luggage. It is not just rough handlers, errant conveyor jams, etc. Last year when moving my family we purchased a whole series of baggage in the same purple colour for ease of managing. (9 pieces I think?) We arrived in Bogota, Colombia, where for the transfer to internal flights you hop on a shuttle bus which takes you from their international to the domestic section, within the airport grounds. As we sat in the bus we got to witness a group of jovial baggage handlers having a playful but lively fight - using our suitcases as the weapons!! They were swinging them around and bashing each other!! I pack carefully so no damage. We actually laughed.