Unfair bag damage compensation

[esseeeayeenn]

I think you're fortunate they've offered to pay anything. Had both of our suitcases badly damaged by Jetstar and they refused to pay any compensation. Something about them "not being fit for purpose". Seriously??!

I'm sorry but this bears repeating.
If you expect customer service in any way shape or form do not fly Jetstar.
Their business model explicitly excludes it.

 

[odysseus]

My interpretation is that the loss will be no more than what you paid not withstanding the depreciated value.
In other words if you paid $400 but the bag now costs $450, you won't get $450.

It's standard wording that you can't e.g. say the bag was lost/insides damaged with my <brand new invention worth $1000 inside> and as a result lost a sale of $100k to some merchant because I couldn't demonstrate it. You're only limited to the actual loss, not the potential loss.

 

[ellen10]

We flew CX Sydney to Dublin via Hong Kong recently. Our Samsonite hard case was damaged when we retrieved it in Dublin, but we immediately drove to Belfast and didn't notice it until that afternoon. We took photos, taped it with gaffer tape and emailed CX with the photos. The CX agent in Dublin was fantastic. She tried to organise a replacement for us before we flew to London but as it was a weekend it didn't happen. We travelled in the UK for 2 weeks and they delivered a replacement to our London base. The replacement wasn't the same brand but similar.
The CX agent kept us up to date with the replacement progress. We were very impressed with CX and the agents actions.

 

[nutwood]

Really, the good will generated by pro-active agents far out weighs the cost incurred replacing damaged items. The last time I had a damaged case, it was sorted out within two days of the damage. Arrived damaged Friday evening, complained at airport. Sorted by Sunday afternoon. Admittedly, in that instance, I was P1 but an earlier problem, when I was a lowly silver, was also dealt with professionally.
Really, what does it take? Expenditure of a few 100 $'s, that'll likely have to be paid out anyway, and a sympathetic manner. Generates huge goodwill.

 

[JoshuaEicke]

Virgin Australia completely broke through my wife's as-new Delsey suitcase on a recent Sydney-Auckland flight. To do that the bag had to be dropped very hard or was intentionally broken. Virgin only want to pay 75% of the cost of the bag, leaving us $100 out of pocket.
How can we get them to pay the total cost? It should be paid on the basis of "you broke it, so you pay for it."

Intentionally broken? Are you serious?

 

[theblank]

We took photos, taped it with gaffer tape and emailed CX with the photos.

haha, i never leave home without my gaffer tape, just in case.

I probably have flown 50x in the last 10 years with the same golf bag soft cover and nothings damaged, though I realise I am on thin ice, I absolutely dread looking out the window at the baggage handlers. I have thought about getting hard covers, but every hard suitcase I have had has eventually broken, and whats the worst thing that could happen, its not as if all the clubs could get broken... surely.

 

[p--and--t]

Perhaps the op could write a song., post it on you-tube and send the link to VA

 

[BAM1748]

Me, I'd take the $300 and not get bitter and twisted over it.

 

[Blackswan]

Me, I'd take the $300 and not get bitter and twisted over it.

I guess everyone's different. For my partner, it was the principle of the matter. We didn't get bitter and twisted - we simply wanted to be made right.

I'd hazard a guess that some airlines assume most people will accept reduced offers, which saves them money. If enough people push back on this approach, then perhaps their strategy will change.

 

[OB1NZ]

Intentionally broken? Are you serious?

Yup, I sure am! I suspect this happened in Sydney where the baggage handlers don't exactly have a stellar reputation for care of luggage so I have been told.
One person sat on the aircraft and watched his own bag being thrown from the aircraft!

 

[OB1NZ]

Really, the good will generated by pro-active agents far out weighs the cost incurred replacing damaged items. The last time I had a damaged case, it was sorted out within two days of the damage. Arrived damaged Friday evening, complained at airport. Sorted by Sunday afternoon. Admittedly, in that instance, I was P1 but an earlier problem, when I was a lowly silver, was also dealt with professionally.
Really, what does it take? Expenditure of a few 100 $'s, that'll likely have to be paid out anyway, and a sympathetic manner. Generates huge goodwill.

Right on there!

 

[OB1NZ]

I can't resist asking why they HAVE TO TAKE that in their luggage.

They have relocated and this was not taken when they left the country. Now they have to take it - in luggage or hand luggage. Hmmm, I wonder which would be worse?....Imagine: "Excuse me Sir but would you mind telling me what the bomb-shaped item in your bag is?" or "He's got a bomb in there!"