Domestic travel damaged luggage - VA refuses Claim

[Two Aussies]

Hello, My son's Samsonite suitcase sustained a large crack from a domestic flight, Sydney to Coolangatta. He went to the baggage counter and told to claim online. He then was told he should have reported it to the airport (which he did, but no verification as no names taken). Virgin have now said they do not cover damage to the suitcase itself, only to the contents. Coolangatta Airport said they do not cover any damage. My son did not have travel insurance. I really thought Virgin should cover the damage, any help on this please?

 

[Matt_01]

Welcome to AFF and sorry your first post is not in the best of circumstances. How old is the case and could you claim it under the Samsonite warranty. I am not current on what their warranty covers as MrsM samsonite bags went out of general warranty years ago. I have been lucky and have only had one bag damaged but gave up on pursuing the issue. It seemed to hard when it came to the carrier blaming the baggage handlers at the point of departure and or arrival and providing evidence that it was not cracked at the time of check in.

 

[Two Aussies]

Yes, the case is out of warranty. My son thought about claiming on his household insurance but it was not worth it due to the high excess he has.

 

[JohnK]

Qantas sold me the same story the other day. The handle on my luggage is broken. I'm struggling to understand why I should fix it out of my own pocket or buy new luggage? It's less than 12 months old. I have travel insurance but excess is too high.

 

[Two Aussies]

John I thought I had answered you, but I am on a cruise ship and the internet is bad and it seems my answer has gone stray.

I think you will find you can claim on warranty. Go back to where you bought the luggage as you should have 12 months warranty on puchase. Good luck

 

[MEL_Traveller]

The damage described should be covered by VA: Delayed and damaged baggage information | Virgin Australia

This might require a bit of persistence, or even getting the Airline Consumer Advocate involved.

Firstly get the claim in in the required time. Once that’s done you can sort it out.