Damaged Luggage - Quick question

munchpot

Hi

My daughter had her suitcase damaged on the return from holiday. Flying into Stansted there's no one to report on site to and you have to fill out an online form, which she did with photos.

They have agreed to replace the case, but are saying they do not pay out cash for her to replace but will provide her with a 'similar' case with a TSA approved lock

The case she had was brand new and part of a matching set (and bright red) The company say it will be one of their selected cases and she has no choice of colour, wheels etc

Can this be right?  If not how should she proceed

TIA

elsien

I believe they do have the option to repair or provide replacement baggage, but she shouldn’t be left financially worse off. 

lisyloo

Does she have home insurance?
She may have access to a solicitor via a free legal helpline.

Could she sell the replacement and get hers repaired?

munchpot

So sorry for not replying - didn't have notifications on!

They insist they only have to provide her with a hard shelled case with TSA approved locks, if she wants anything more to go through insurance.

She'll take the case and sell it online

Thanks for replying

zoob

Check your daughters travel insurance, it should be covered under that 

munchpot

zoob said:

Check your daughters travel insurance, it should be covered under that 

It is - but with the excess she has to pay it's prohibitive