Free replacement luggage..............if damaged by airline

LilacLillie

Something I didn't know and am happy to pass on.........................
In the last 4 years I have had 3 suitcases damaged in transit, to - from Varna airport in Bulgaria :mad: , (nowhere else in the world..................as yet!)

Usually I just buy a replacement either here in UK or over there.
On my return this week I was so angry to see my case come off the belt with the zip split, that I went over to customer services to have a real old moan.

Much to my surprise the assistant started to type away asking me for my details.
Got a bit stroppy and said I didn't want a claim form, which is what I thought she was doing, (because it isn't worth claiming on insurance for a case), I was angry and just wanted to give them a piece of my mind.

She told me that they will replace my case and it will be delivered to my home address on Thursday 2nd Sept:
She said it was a little known fact that if you go straight to CS desk as soon as you notice any damage, on the airside (before coming out through customs), they will replace your luggage free of charge, like with like.

I rang today with a ref: no: they gave me and sure enough the company, Antler, confirmed I will have new case delivered this Thursday.

I would never have thought the airlines do this, so am passing it on to others that may also benefit from being in the know.
Hope this helps someone else.
LL

martindow

Can't see Ryanair doing this!

hxm

this happened to me one time when I flew to Oslo. I'd stuffed all my luggage into a cheap weekend bag (in fact it was a freebie from a stationery company and cost me nothing at all). The bag split in transit but I was told I could either purchase another bag before I travelled home and the cost would be refunded, or I could go to the baggage shop in the airport and just choose one from there, which is what I did. All they were concerned about was that the bag had similar dimensions. I got a really good one (extremely overpriced at about £50) and I'm sill using it regularly 10 years later. ALWAYS report damage to your luggage, you've nothing to lose.

BargainGalore

Yea they may even charge you if you pass wind on the plane

martindow wrote: »

Can't see Ryanair doing this!

Bob_the_Saver

BargainGalore wrote: »

Yea they may even charge you if you pass wind on the plane

Damn. I think I owe them hundreds, I didn't think they had noticed.

BargainGalore

Oh no your a SBD one are you?

Silent But Deadly

Bob_the_Saver wrote: »

Damn. I think I owe them hundreds, I didn't think they had noticed.

peachyprice

Yes OP, I am now the proud owner of a lovely sturdy American Traveller suitcase courtesy of BA. Much better than the Matalan one that got broken!

Kira000

Peachy, Lilac

It should be made clear that not all baggage reports made at the arrivals baggage desk with BA will get you a new bag. They will look at the bag, the cost of the bag and the damage, and assess its repairability. They may take the details contact a repairer for advice and then decide. If it is a very expensive bag, or a small amount/easy to fix damage, they may send it to be fixed instead.

That said, i myself have had a new bag from BA when one of my own got damaged in Alicante. Nice Antler bag, who the BA luggage contract is with, but they come in limited variety of dimensions, so it was not quite the same sizeas the original. You might need to direct them which dimension is more important to you. Mine was the same depth, and height but narrower so overall a bit smaller.

Also, not saying anyone one here would do such a thing , but incase there might be anyone out there thinking of trying for a new bag with an old manky bag, already damaged, be aware the baggage tag they afix when you check it in has a section on the inside about existing damage, so if it is obviously damaged the check in agent may well mark it up on there to prevent a claim later. Just fyi!!


K

stoneman

I don't think this is a "litle known fact" I have known about this for years. We have had 3 casses replaced in the past . As well as replacing casses also report to the airline if there has been something taken out of the case. My wife had a pair of £900 boots taken (didn't notice till we got home) and Delta airlines sent her a cheque after asking for proof that she actually paid that much for them. Sent them the sales invoice and a phot of her wearing the boots.

LilacLillie

Well my case arrived yesterday, really nice ( as was the damaged one!) but they sent extra large.
Better quality than the damaged one though.
I only want a large one, I'll be tempted to overfill this XL one.
Rang them back and they are sending a large one on Monday.
LL

LilacLillie

stoneman wrote: »

I don't think this is a "litle known fact" I have known about this for years.

I'm only repeating what I was told by CS and have never seen it mentioned on here before, so hope it helps someone else.
LL