BA delayed/damaged baggage - compensation?

travel_freak

Hi,

My mother returned from a holiday in Spain recently on British Airways. BA did not produce her bag as it had been "mislaid" and they eventually delivered it by courier to her home 2 days later.

The bag and its contents arrived damaged with tyre marks on the outside (it was a canvas bag) suggesting it had been driven over! There was a form from BA inviting a claim to be made which my mother did.

She has now received what looks to be a standard letter from BA (GB Airways) saying:

"I must inform you that, in common with international carriers, we do not accept any liability for delayed baggage for passengers who are returning to their country of residence..."

The letter suggests claiming on travel insurance but my mother had not taken this out and it would not be worth making a claim on household insurance because of the excess and increased premium on renewal.

Please does anyone know whether the advice in the letter is correct or whether it is worth trying to pursue the matter with BA/GB Airways?

Many thanks in advance.

turtle2k1

Was anything actually damaged in the bag or was it just tyre marks on the canvas? Your mother should have also taken travel insurance out when going on holiday. For the price you can get it for it's not worth going on holiday without.

Nordictat2

we do not accept any liability for delayed baggage for passengers who are returning to their country of residence..."

:eek: WHAT????

I find that funny (not really) as a few times my suitcases have been damaged when I came HOME from a holiday and I wait to the baggage claim desk and I had to fill out a claim form and then take the claim form to the nearest store on their list to either A. Get it repaired or B. Get a new bag.

I understand it's a pain in the bum when we get our suitcases damaged but if it's only tire marks..that perhaos can be washed off with a carpet cleaner then they might not want to do anything BUT if it's really banged up i would press further on BA!

Lady_E

This is strange as we had almost the same incident happen 2 years ago on a trip to Tenerife. We were waiting at the carousel in Tenerife when the last case to come was ours, however the retractable handle had come away. I went to the baggage handlers desk and made a formal complaint. Three days after we returned to the UK, I was contacted by BA and they organised for one of their despatch vans to drop off a brand new suitcase at no cost to myself. I did fell guilty as my original case was about 110 yrs old (well looked it!) BUT they accepted fully that they had caused the damage.
I would pursue this one ,as the contract is to deliver both you and your baggage safely to your destination.

Good luck -btw it was GBairways but it was BA who did the replacement case.

GrannyKate

Large black suitcases are a bit of a joke with us as we have now had to claim three times (serious damage so they were unusable) No problems went straight to the desk and filled form in - got new case or money in due course. Mum's walking frame was damaged on a return flight - forms filled in and after speaking to firm we were able to go out and buy a new one for her to use - cheque followed in a very short time. We always have travel insurance but I have never claimed on it for damage to baggage.

mshappy

On returning from corfu last summer got my case back to find a wheel had been snapped off.Made a complaint straight away filled in the forms etc and the next day had a call from monarch saying they would replace the case and a brand new one arrived the next day.

Bit silly not taking out travel insurance as someone in the above post said its cheap enought think i only paid about £6 for mine last year.

jaymac_2

It sounds as though your mother hasn't made it clear that it's damaged luggage and contents she wants to claim for rather than delayed. She needs to persist.