Damage luggage claims

Angelface2222

I’m having trouble with a damaged luggage claim with TUI. Only willing to settle claim if receipt are provided and I don’t have these. Any suggestions as being stonewalled by their claims team

swingaloo

Is it the actual suitcase itself or is it the contents as well?

cw8825

how expensive is the suitcase?
they will have reasons to be asking this

NoodleDoodleMan

cw8825 said:

how expensive is the suitcase?
they will have reasons to be asking this

Unfortunately if you can't provide proof of purchase then it's very difficult to progress a claim without supporting evidence.

I had this experience with TUI several years ago - they eventually offered £70 as an estimated 50% value of both identical luggage items.

It wasn't a case (no pun intended) of accidental damage - the padlocks had been tampered with and the interlocking zip ends broken.

I submitted photographic evidence which they accepted after much haggling.

After purchsing replacements I now have the receipts etc. filed away should future need arise.

DullGreyGuy

NoodleDoodleMan said:

cw8825 said:

how expensive is the suitcase?
they will have reasons to be asking this

Unfortunately if you can't provide proof of purchase then it's very difficult to progress a claim without supporting evidence.

I had this experience with TUI several years ago - they eventually offered £70 as an estimated 50% value of both identical luggage items.

It wasn't a case (no pun intended) of accidental damage - the padlocks had been tampered with and the interlocking zip ends broken.

I submitted photographic evidence which they accepted after much haggling.

After purchsing replacements I now have the receipts etc. filed away should future need arise.

Its on an indemnity basis so unless the suitcases were brand new and its the first time you were using them you wouldnt expect a full refund of the original or current sale price. 

NoodleDoodleMan

DullGreyGuy said:

NoodleDoodleMan said:

cw8825 said:

how expensive is the suitcase?
they will have reasons to be asking this

Unfortunately if you can't provide proof of purchase then it's very difficult to progress a claim without supporting evidence.

I had this experience with TUI several years ago - they eventually offered £70 as an estimated 50% value of both identical luggage items.

It wasn't a case (no pun intended) of accidental damage - the padlocks had been tampered with and the interlocking zip ends broken.

I submitted photographic evidence which they accepted after much haggling.

After purchsing replacements I now have the receipts etc. filed away should future need arise.

Its on an indemnity basis so unless the suitcases were brand new and its the first time you were using them you wouldnt expect a full refund of the original or current sale price. 

I wasn't expecting the full cost of the purchase price at new - but TUI (Thomsons as was) were not for meeting any compensation - of course that is their standard default mode in these scenarios in the first instance.

It appears that many other passengers reported luggage being broken into - it was a return flight from Hurghada which has (had ?) a reputation of baggage handlers pilfering from cases.

I suspect TUI decided to settle up with a relatively reasonable offer rather than have the bad publicity from numerous complaints escalating to the usual suspects of the media.

The photographic evidence I submitted showed identical damage to each case which could only have been the result of "enemy action" rather than accidental.

I was happy enough - a lesson learnt in respect of keeping receipts.

bignred05

Interesting thread this, as I'm in a similar position.

one of our 2 suitcases was severely damaged on a recent flight home.

I was asked for a receipt at the start of the claim, thankfully I was able to find it from several years ago (£14.99)

originally I told the like for like suitcase was out of stock.
then I was offered a choice of 2 bigger suitcases as an alternative.
coincidently the one chosen was also out of stock.

some 7+ weeks later and after I have threatened to escalate the matter with TUI
this was after I was asked again to submit the receipt  (the receipt that had already been submitted 7 weeks ago)

anyway some 24 hours after the above, they have now offered to settle with a refund of £14.99.

my preferred choice would be a replacement like for like suitcase.

can I insist on this rather than the cash refund ?

bignred05

NoodleDoodleMan said:

cw8825 said:

how expensive is the suitcase?
they will have reasons to be asking this

Unfortunately if you can't provide proof of purchase then it's very difficult to progress a claim without supporting evidence.

I had this experience with TUI several years ago - they eventually offered £70 as an estimated 50% value of both identical luggage items.

It wasn't a case (no pun intended) of accidental damage - the padlocks had been tampered with and the interlocking zip ends broken.

I submitted photographic evidence which they accepted after much haggling.

After purchsing replacements I now have the receipts etc. filed away should future need arise.

as a seasoned traveller 

I have had several suitcases damaged (over 40 years).
all have been replaced with minimal fuss and NO requests for receipts (they ask how much it cost yeah)
and a replacement like for like suitcase delivered usually within 7-10 days of the claim being submitted.

Lets be totally honest here who keeps receipts for every single item.
the only real receipts I keep after 12 months for high value goods.

The TUI process seems a tad harsh to me 
*from a facebook group apparently quite a number of people are still awaiting delivery of damaged suitcases.
what sort of luggage replacement company has issues providing suitcases as they are out of stock ?

DullGreyGuy

bignred05 said:

NoodleDoodleMan said:

cw8825 said:

how expensive is the suitcase?
they will have reasons to be asking this

Unfortunately if you can't provide proof of purchase then it's very difficult to progress a claim without supporting evidence.

I had this experience with TUI several years ago - they eventually offered £70 as an estimated 50% value of both identical luggage items.

It wasn't a case (no pun intended) of accidental damage - the padlocks had been tampered with and the interlocking zip ends broken.

I submitted photographic evidence which they accepted after much haggling.

After purchsing replacements I now have the receipts etc. filed away should future need arise.

as a seasoned traveller 

I have had several suitcases damaged (over 40 years).
all have been replaced with minimal fuss and NO requests for receipts (they ask how much it cost yeah)
and a replacement like for like suitcase delivered usually within 7-10 days of the claim being submitted.

Lets be totally honest here who keeps receipts for every single item.
the only real receipts I keep after 12 months for high value goods.

The TUI process seems a tad harsh to me 
*from a facebook group apparently quite a number of people are still awaiting delivery of damaged suitcases.
what sort of luggage replacement company has issues providing suitcases as they are out of stock ?

I can't comment for the companies in question but it's a standard request in insurance, however people saying they dont have receipts is also normal and we immediately move on.  For damaged goods its much less difficult because you still have the salvage and whilst it would be nice to have a receipt to ensure someone hasn't just gone bin diving, found a busted case and are being opportunistic at the end of the day is a £14.99 claim. 

NoodleDoodleMan

"Lets be totally honest here who keeps receipts for every single item."

Indeed- now a lesson learned after dealing with TUI.

First and only luggage claim in 65+ years of foreign flying.