Easyjet damaged my suitcase and are refusing to sort the issue out!

Charlie6

 (Image removed by Forum Team)
Hi all
Just wondering if you can help me. My family recently took a flight to visit our in-laws in N.Ireland with Easy-Jet. Upon arrival in Belfast International, we noticed that the handle on our suitcase was broken (please see photo attached). I took some pictures and filled in the damaged luggage form on their website. An automated response said that they will replace our suitcase and we chose one from the range they have. Subsequently, I had to use the broken suitcase to fly back so after I took some pictures, I removed the tags for the return flight. Easyjet are now refusing to replace our bag as they can't see the back of the tag in the picture (see their response above). They also claim it was already damaged, to which I explained that their employee at the airport wouldn't put a tag on a broken handle. They aren't moving from their response below and I don't know what to do next!!! Any advice to get this issue sorted would be greatly appreciated.

Hoenir

Broken handle on a "heavy" bag maybe considered wear and tear. 

Phoenix72

Looks like it simply broke off when lifted, I wouldn't call that damage. If complaining to anybody it should be whoever you bought it from.

mr_stripey

complain to whoever you purchased the case from. Looks like it's overpacked anyway and could have bust at any time.

If it was an expensive case, then take it up with the seller. If not then just write it off 

35har1old

Charlie6 said:

 (Image removed by Forum Team)
Hi all
Just wondering if you can help me. My family recently took a flight to visit our in-laws in N.Ireland with Easy-Jet. Upon arrival in Belfast International, we noticed that the handle on our suitcase was broken (please see photo attached). I took some pictures and filled in the damaged luggage form on their website. An automated response said that they will replace our suitcase and we chose one from the range they have. Subsequently, I had to use the broken suitcase to fly back so after I took some pictures, I removed the tags for the return flight. Easyjet are now refusing to replace our bag as they can't see the back of the tag in the picture (see their response above). They also claim it was already damaged, to which I explained that their employee at the airport wouldn't put a tag on a broken handle. They aren't moving from their response below and I don't know what to do next!!! Any advice to get this issue sorted would be greatly appreciated.

How many times has the suitcase been used?
As it is the handle that has parted company it would it appear it wasn't fit for purpose.
Luggage tag highlights the suitcase as being heavy.

NoodleDoodleMan

I had an issue with damaged luggage after a TUI package holiday a few years ago.

Firstly they asked if I had reported it to their staff on arrival at the UK airport - which I did, if memory serves.

You need to do that as soon as possible after retrieving luggage.

They then asked for the original store receipts to confirm proof of purchase and to indicate the manufacturer's warranty.

I didn't have these of course - who keeps such stuff - anyway after protracted "negotiations" they eventually sprung for half the retail price of the same model new, so I was content to settle for that.

I now keep receipts for any new cases.

Grumpy_chap

How old is that case?

We had the handle come off a case, exactly like the OP has pictured, taking the lightly packed case out of the car.  It was an old case (about 18 years) - we just put it down to wear and tear.
Not every damage is the cause of mis-handling.

Hoenir

NoodleDoodleMan said:

I now keep receipts for any new cases.

Often required for warranty claims for many products

ThorOdinson

Hoenir said:

NoodleDoodleMan said:

I now keep receipts for any new cases.

Often required for warranty claims for many products

Not really, you can just find an old credit card statement showing the purchase, stuff like that. Show them the online purchase email.

Another way to handle it is to scan or photograph receipts when you get them.

NoodleDoodleMan

Anything I've purchased in recent years which included a guarantee/warranty has been sent to my email address.

I'm not sure if a credit card statement is irrefutable evidence that cases have been bought - it is proof of purchase of something from the vendor, but not necessarily bags etc.

Are credit card statements that precisely detailed ?

Unless of course the store is a specialist luggage outlet.

ThorOdinson

If the price on the credit card statement matches it's enough for refund purposes.

If they ask for your email address at the checkout, it's a data grab. Scan the printed receipt yourself.