Damaged Luggage

Reddington85

Hi All

I'm after some advice. In May this year we bought 2 new suitcases at £80 each ahead of some trips this year.

On our first trip, there was an accident with the baggage loading system and both of the cases were badly damaged and 'written off'. TUI replaced them immediately with 2 equal value suitcases through their partner damagedlugggage.com.

In November of this year we flew with Jet2 and one of the cases was damaged - we did a cursory check but didn't spot the damage so didn't report it (it was internal and near the wheel area. I reported it to Jet2 the next day and provided photos. They asked for proof of purchase which I explained I didn't have (I no longer have the original suitcase receipt as I disposed once the cases were replace) but provided  the details of the TUI replacement cases (brand name and price and screenshots from my claim)

They came back last week advising due to no receipt they were offering £45 based on the size of my suitcase (80cm). I'd like to challenge this as its just under half the cost of my original purchase but I'm not sure where I stand on this matter.

Any help appreciated - thank you in advance

Aylesbury_Duck

A polite challenge might do the trick.  Just explain the circumstances as they are.

£45 is just over half of the original purchase cost.  Are you sure it's not unreasonable?  Their argument might be that they're offering more than half of the original cost and you get to keep what is presumably a useable suitcase?  After all, you didn't spot the damage initially.  

If the suitcase was unusable I'd agree that £45 might be a little mean, but it might be about right for a second-hand suitcase with minor damage.  You get to keep and use the case and get £45.  If that's the case(!) then it doesn't seem a bad deal.

DullGreyGuy

Was it an identical replacement or an equivalent model you received after the first claim?

You will see elsewhere on this site that receipts are only one form of proof of purchase and that in some circumstances other forms may apply (eg bank statements). 

Much around airline claims is documented in international agreements because of the multi-national nature of the arrangements, it may be worth looking at the relevant rules to see what they say too.

Reddington85

Aylesbury_Duck said:

A polite challenge might do the trick.  Just explain the circumstances as they are.

£45 is just over half of the original purchase cost.  Are you sure it's not unreasonable?  Their argument might be that they're offering more than half of the original cost and you get to keep what is presumably a useable suitcase?  After all, you didn't spot the damage initially.  

If the suitcase was unusable I'd agree that £45 might be a little mean, but it might be about right for a second-hand suitcase with minor damage.  You get to keep and use the case and get £45.  If that's the case(!) then it doesn't seem a bad deal.

The suitcase isn't useable as the shell casing has cracked and ripped the lining otherwise I'd have just kept on using it. 

DullGreyGuy said:

Was it an identical replacement or an equivalent model you received after the first claim?

You will see elsewhere on this site that receipts are only one form of proof of purchase and that in some circumstances other forms may apply (eg bank statements). 

Much around airline claims is documented in international agreements because of the multi-national nature of the arrangements, it may be worth looking at the relevant rules to see what they say too.

it was an equivalent - Samsonite replaced by American Tourister (same company I believe!) - I'll see if I can dig out the bank statement - it was just at John Lewis with some other purchases 

Manxman_in_exile

Reddington85 said:

...In May this year we bought 2 new suitcases at £80 each ahead of some trips this year.

On our first trip, there was an accident with the baggage loading system and both of the cases were badly damaged and 'written off'. TUI replaced them immediately with 2 equal value suitcases through their partner damagedlugggage.com. ...

If TUI and their partner replaced the original cases with two of "equal value", how did you establish the original value to TUI, and how did TUI demonstrate to you that the replacement two were equal value?

Presumably you have an exchange of letters or emails or claim forms or other evidence showing how you established to TUI what the cases cost you?

Not counting bank or card statements...

(Is it also possible you could obtain proof of purchase form the original seller?)