QF Luggage Comp Claim -

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robbpf

Newbie
Joined
Dec 29, 2014
Posts
5
Hello All,

I recently flew QF DFW-SYD via an AA Award Ticket and one of my bags was damaged. I submitted a claim at SYD and was put in contact with QF Customer Support, they offered a replacement bag or $ compensation for the bag that is not repairable. So far so good in terms of customer service & compensation. I had to read up on the Montreal Convention of 1999 to understand what i thought at first was a low ball compensation amount, ends of QF's offer was as to be expected.

The below is from the release form they require signed to deliver compensation to me, i have asked for (b) to be removed but they insist on not doing so. They say "this is a standard release form" and they wont budge. In the latest email they stated I could "pursue this matter independently" but they wont make any changes. I know this isn't a high priority and everyone just signs it but I cant stand corporations using their power to force people to sign these agreements. I'm hard headed but I'm just tired of this BS. Any advice or just give up and sign?


(b) to keep this document, the settlement and all correspondence and information relating to the Claim confidential and not to disclose it to any person except to the extent necessary to comply with this Settlement and Release, to enforce the settlement, or as required by law;
 

TheInsider

Established Member
Joined
Jul 7, 2010
Posts
2,917
Hello All,

I recently flew QF DFW-SYD via an AA Award Ticket and one of my bags was damaged. I submitted a claim at SYD and was put in contact with QF Customer Support, they offered a replacement bag or $ compensation for the bag that is not repairable. So far so good in terms of customer service & compensation. I had to read up on the Montreal Convention of 1999 to understand what i thought at first was a low ball compensation amount, ends of QF's offer was as to be expected.

The below is from the release form they require signed to deliver compensation to me, i have asked for (b) to be removed but they insist on not doing so. They say "this is a standard release form" and they wont budge. In the latest email they stated I could "pursue this matter independently" but they wont make any changes. I know this isn't a high priority and everyone just signs it but I cant stand corporations using their power to force people to sign these agreements. I'm hard headed but I'm just tired of this BS. Any advice or just give up and sign?


(b) to keep this document, the settlement and all correspondence and information relating to the Claim confidential and not to disclose it to any person except to the extent necessary to comply with this Settlement and Release, to enforce the settlement, or as required by law;
It's a standard form. They aren't going to get their lawyers and legal teams to change a standard contract just for you. If you want to challenge it, then it's up to you, not them.
 

robbpf

Newbie
Joined
Dec 29, 2014
Posts
5
It's a standard form. They aren't going to get their lawyers and legal teams to change a standard contract just for you. If you want to challenge it, then it's up to you, not them.

Yea, i know. I'm just tired of these BS business practices. They only do this because they can and its cost prohibitive to fight it.
 

get me outta here

Senior Member
Joined
Nov 18, 2011
Posts
8,690
Qantas
LT Silver
Did they offer you a fair price for a new case? You seem to intimate that you didn’t think it was fair value.
 
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robbpf

Newbie
Joined
Dec 29, 2014
Posts
5
Did they offer you a fair price for a new case? You seem to intimate that you didn’t think it was fair value.

The price was "fair" based on depreciation value, i don't like it but I do understand the calculation.

QF, like many other large corporations, are using to anticonsumer tactics that are not necessary or required. There is no reasonable reason to require customers to sign an NDA to be compensated for the airline destroying their customers property.

It's easier to just sign the form and move on. Just like clicking 'yes' on website Terms of Service agreements.
 

BAM1748

Senior Member
Joined
Jul 22, 2008
Posts
6,097
I do agree, a bag replacement or repair is not top secret and these type of clauses I do find annoying and try to have them removed as well.

In this case, what's the effort worth to argue.

I strike things out and return them signed with the strike out signed as well, you never know it might get through and be accepted.
 

get me outta here

Senior Member
Joined
Nov 18, 2011
Posts
8,690
Qantas
LT Silver
I tried a strike out on a sloppy gym contract once, they wouldn't wear it. 😁

I do agree, a bag replacement or repair is not top secret and these type of clauses I do find annoying and try to have them removed as well.

In this case, what's the effort worth to argue.

I strike things out and return them signed with the strike out signed as well, you never know it might get through and be accepted.
 

vetrade

Established Member
Joined
Nov 1, 2011
Posts
1,638
Had a 1YO case damaged on a QF domestic trip a few years ago which was deemed unrepairable. Luggage company valued the case at full retail and supplied us with a new identical replacement for the amount QF paid us after applying depreciation.
Might be worth asking for if faced with out-of-pocket expenses.
 

robbpf

Newbie
Joined
Dec 29, 2014
Posts
5
Had a 1YO case damaged on a QF domestic trip a few years ago which was deemed unrepairable. Luggage company valued the case at full retail and supplied us with a new identical replacement for the amount QF paid us after applying depreciation.
Might be worth asking for if faced with out-of-pocket expenses.

Thanks vetrade. The case is from Samsonite and was purchased in December 2014, a good case but these things happen. I am making a claim with my CC company as the travel insurance should cover some if not more than QF will. Funny that I have to violate my QF claim to work with my CC as they too require to know my compensation amount provided.
 

Kate_2020

Newbie
Joined
Jan 7, 2020
Posts
5
Hello All,

I recently flew QF DFW-SYD via an AA Award Ticket and one of my bags was damaged. I submitted a claim at SYD and was put in contact with QF Customer Support, they offered a replacement bag or $ compensation for the bag that is not repairable. So far so good in terms of customer service & compensation. I had to read up on the Montreal Convention of 1999 to understand what i thought at first was a low ball compensation amount, ends of QF's offer was as to be expected.

The below is from the release form they require signed to deliver compensation to me, i have asked for (b) to be removed but they insist on not doing so. They say "this is a standard release form" and they wont budge. In the latest email they stated I could "pursue this matter independently" but they wont make any changes. I know this isn't a high priority and everyone just signs it but I cant stand corporations using their power to force people to sign these agreements. I'm hard headed but I'm just tired of this BS. Any advice or just give up and sign?


(b) to keep this document, the settlement and all correspondence and information relating to the Claim confidential and not to disclose it to any person except to the extent necessary to comply with this Settlement and Release, to enforce the settlement, or as required by law;
Give up and sign!
 
Joined
Feb 12, 2011
Posts
267
Qantas
Platinum
I flew BNE,SYD,SFO when I arrived at SFO my Samsonite hard case was cracked from one side to the other making it unusable for my next flight to Seattle. I went directly to CS at SFO with three other persons - all whose bags were smashed - one woman's entire side of her case had come off....not sure about her contents. I never heard from Qf/SFO within the two hours so followed up and up and up and eventually went out and bought myself a new case on Black Friday. I stopped corresponding then with Customer service. The outcome is that when I got back to Brisbane I received an email, asking for documents and the claim was paid out in full. I am happy with that outcome which was a nice surprise.
 
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