Broken Suitcase Claim

Steve1982

Hi,

I am just looking for advise as what to do about this, as I returned from holiday last night and when I got home I noticed that the wheel of my suitcase had been snapped off (I wondered why it wasnt moving properly). I am just wondering whether I am able to claim against the airline for this? as it was obviously broken during the loading/unloading of it onto the aircraft. Im just worried that as I didnt not report it at the time it would not be able to claim.

Any thoughts would be appreciated!

pattycake

The same thing happened to me some time ago. We did not realise the wheel was damaged until we got home as my husband lifted the case on to a trolley.

We made a successful claim against our travel insurance. The case was brand new and it was the first time we had used it. They wrote back initially telling us to get it repaired. I replied that if they told me somewhere I could get it done I would. They then just paid up.

Techno

You usually can't claim unless you have reported it to the airline before you leave the arrivals area. I always check now as have lost a wheel on 2 suitcases and a ski bag and hadn't noticed the first time

ladbraz

I am currently in a similar situation, only I became aware of the damage once we'd called for a cab outside, but it was late and I was travelling with a disabled pensioner who was fitting, freezing and urgently needed to get home, so I didn't have time to report the matter or obtain a PIR (Property Irregularity Report) form. I consulted my travel insurance documents the next day and learned that the airline and its agent were the first port of call (PIR form and written notice required to be sent to them before claiming with my insurance).

My flight was on the 9th of May, I first emailed my airline on the 12th of May providing details of my situation. They replied the next day advising that it was "important" to pick up a PIR form, but that as I was unable to, I should contact their agents. I did so on the same day (13th). The important part of the reply was as follows:

"We were sorry to learn of this problem but regret that we are unable to assist you in view of your delay in notifying us of the matter.


[FONT=&quot]According to [/FONT]******[FONT=&quot] Airlines Conditions of Carriage, complaints concerning to damage/part loss of baggage must be made in writing to the airline, within seven days of receipt of the baggage[/FONT]"


Given that a week is allowed, it obviously therefore was not my delay in notifying them of the matter, but rather my method. Legally or contractually speaking, I do not know if or in what circumstances an email (with my full name at the bottom) can or cannot be taken to qualify as "in writing", but in either event it seems an extremely petty right to exercise, given that they obviously had received the information and my own details.

It was also paradoxical or deceitful on the part of my airline's initial reply, not only to fail to mention their own "in writing" T+Cs to me, but to even provide me with email contact details for their agents, surely implying that it was an acceptable form of communication for my query.

I feel thoroughly fobbed off. I'm not finished with them, and I will be contacting my insurance company as well, but would appreciate any advice beforehand.

Has anyone else been in this situation? Thoughts, comments on where I or others in a similar situation should take this much appreciated.

ladbraz

I think it's likely that you will be able to claim Steve, but as per my above issue, notify your airline in writing within 7 days of your flight.

ChristineL

.. then a few years back I'd gone to my local Samsonite store to look at new suitcases when my old and well travelled Samsonite Oyster had a busted lock and a wonky wheel. Chatting to the store staff they told me to bring the old case in and they'd have a look at it. So a few days later I went back there with the old case and walked out 15 minutes later after they'd replaced my wonky wheel and fitted a new lock free of charge.
:j

Needless to say, all luggage I've bought since is Samsonite too.

Danstar_2

I have a big hard plastic Samsonite case although they give the appearance of being bullet proof it might well be on its last wheels.

If it breaks during transit due to someone throwing it about etc. with it being 7 or so years old and proof of purchase not going to show up how easy would it be for a like-for-like Samsonite replacement in the event it broke?