Damage luggage claims

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

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  • swingaloo
    swingaloo Posts: 3,391 Forumite
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    Is it the actual suitcase itself or is it the contents as well?
  • IvanOpinion
    IvanOpinion Posts: 22,554 Forumite
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    Would you have an old bank statement that shows the purchase?
    Past caring about first world problems.
  • cw8825
    cw8825 Posts: 559 Forumite
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    how expensive is the suitcase?
    they will have reasons to be asking this
  • NoodleDoodleMan
    NoodleDoodleMan Posts: 4,128 Forumite
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    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
    DullGreyGuy Posts: 17,597 Forumite
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    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
    NoodleDoodleMan Posts: 4,128 Forumite
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    edited 27 April at 12:21PM
    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
    bignred05 Posts: 1,217 Forumite
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    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
    bignred05 Posts: 1,217 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    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
    DullGreyGuy Posts: 17,597 Forumite
    10,000 Posts Second Anniversary Name Dropper
    bignred05 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
    NoodleDoodleMan Posts: 4,128 Forumite
    Eighth Anniversary 1,000 Posts Name Dropper
    "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.
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