Impress by Aegean CS - Congrats [Damaged luggage compensation claim]
Nov 12, 2016, 11:38 am
#1
Original Poster
Join Date: Nov 2014
Location: lounge next door
Programs: *A Gold / ST Elite+ / OWS / EK G / HH Diam. / MR Tit / Hyatt GLOB / IHG Diam. / SL Jade / GHA Tit.
Posts: 1,527
Impress by Aegean CS - Congrats [Damaged luggage compensation claim]
I often complain and for reasons as most of the airlines CS are really bad.
BUT i wanted to share with you and congratulate Aegean for the amazing experience they delivered last month.
One of my Rimowa case as been totally broken on one of their flight. I wrote the CS an email (including the receipt + case file from airport) and in less than 10 days they have send money to my bank account with a really small depreciation (2 years old luggage).
Congrats for such an amazing experience (even if the broken luggage replacement was a pain to manage on a one month trip with tons of connections in countries without Rimowa distributors), Aegean you impressed me!
BUT i wanted to share with you and congratulate Aegean for the amazing experience they delivered last month.
One of my Rimowa case as been totally broken on one of their flight. I wrote the CS an email (including the receipt + case file from airport) and in less than 10 days they have send money to my bank account with a really small depreciation (2 years old luggage).
Congrats for such an amazing experience (even if the broken luggage replacement was a pain to manage on a one month trip with tons of connections in countries without Rimowa distributors), Aegean you impressed me!
Nov 14, 2016, 6:25 am
#2
Join Date: Jul 2008
Programs: EBG4Life, EBD, 1MM
Posts: 1,397
Glad to hear this. I just submitted a claim to them for a damaged bag and hope that I have a similar experience. As it turned out, the bag was delayed/lost and Aviator could/would not help. A call to Aegean sorted it out within the hour, but unfortunately the bad was beat up pretty good when delivered. However, the CS was great and they found the bag quicker than I could have hoped.
Nov 14, 2016, 6:43 am
#3
Join Date: Feb 2015
Location: Paris
Programs: Miles&Bonus *G
Posts: 318
I often complain and for reasons as most of the airlines CS are really bad.
BUT i wanted to share with you and congratulate Aegean for the amazing experience they delivered last month.
One of my Rimowa case as been totally broken on one of their flight. I wrote the CS an email (including the receipt + case file from airport) and in less than 10 days they have send money to my bank account with a really small depreciation (2 years old luggage).
Congrats for such an amazing experience (even if the broken luggage replacement was a pain to manage on a one month trip with tons of connections in countries without Rimowa distributors), Aegean you impressed me!
BUT i wanted to share with you and congratulate Aegean for the amazing experience they delivered last month.
One of my Rimowa case as been totally broken on one of their flight. I wrote the CS an email (including the receipt + case file from airport) and in less than 10 days they have send money to my bank account with a really small depreciation (2 years old luggage).
Congrats for such an amazing experience (even if the broken luggage replacement was a pain to manage on a one month trip with tons of connections in countries without Rimowa distributors), Aegean you impressed me!
I can understand why A3 deducted depreciation, but at the same time, if you want to buy the same suitcase again, you have no choice but to pay for the difference out of pocket, even though it's the airline that's responsible.
Nov 14, 2016, 8:42 am
#4
Original Poster
Join Date: Nov 2014
Location: lounge next door
Programs: *A Gold / ST Elite+ / OWS / EK G / HH Diam. / MR Tit / Hyatt GLOB / IHG Diam. / SL Jade / GHA Tit.
Posts: 1,527
My luggage was once damaged when flying Swiss. They actually replaced it with a brand new, identical one (admittedly, it was very cheap).
I can understand why A3 deducted depreciation, but at the same time, if you want to buy the same suitcase again, you have no choice but to pay for the difference out of pocket, even though it's the airline that's responsible.
I can understand why A3 deducted depreciation, but at the same time, if you want to buy the same suitcase again, you have no choice but to pay for the difference out of pocket, even though it's the airline that's responsible.
Few years ago LH broke up a 3 years old 600 euros luggage and they proposed me a new one with their "partner" but i had to add something like 350 euros to get the same. Was not that nice, but no choice, it's the way they work.
Nov 14, 2016, 8:55 am
#5
Join Date: Feb 2015
Location: Paris
Programs: Miles&Bonus *G
Posts: 318
Well, it was a 2 years old 400 euros luggage and they sent 320 (they apply 10% minus for every year since the date of purchase), which is really great regarding the standards in the industry. To be honest i was impressed by how fast they did it and how well they compensate. Even if you have to add money to get the same luggage, i can understand their point of view about the
Few years ago LH broke up a 3 years old 600 euros luggage and they proposed me a new one with their "partner" but i had to add something like 350 euros to get the same. Was not that nice, but no choice, it's the way they work.
Few years ago LH broke up a 3 years old 600 euros luggage and they proposed me a new one with their "partner" but i had to add something like 350 euros to get the same. Was not that nice, but no choice, it's the way they work.
Nov 30, 2016, 2:09 am
#6
Join Date: Jul 2008
Programs: EBG4Life, EBD, 1MM
Posts: 1,397
Glad to hear this. I just submitted a claim to them for a damaged bag and hope that I have a similar experience. As it turned out, the bag was delayed/lost and Aviator could/would not help. A call to Aegean sorted it out within the hour, but unfortunately the bad was beat up pretty good when delivered. However, the CS was great and they found the bag quicker than I could have hoped.
Aug 4, 2018, 9:30 am
#8
Join Date: Jul 2013
Location: GIB BCN LUX MLA GOT LCA ATH
Programs: Miles and More FTL; Miles and Bonus *G; Emirates
Posts: 94
I often complain and for reasons as most of the airlines CS are really bad.
BUT i wanted to share with you and congratulate Aegean for the amazing experience they delivered last month.
One of my Rimowa case as been totally broken on one of their flight. I wrote the CS an email (including the receipt + case file from airport) and in less than 10 days they have send money to my bank account with a really small depreciation (2 years old luggage).
Congrats for such an amazing experience (even if the broken luggage replacement was a pain to manage on a one month trip with tons of connections in countries without Rimowa distributors), Aegean you impressed me!
BUT i wanted to share with you and congratulate Aegean for the amazing experience they delivered last month.
One of my Rimowa case as been totally broken on one of their flight. I wrote the CS an email (including the receipt + case file from airport) and in less than 10 days they have send money to my bank account with a really small depreciation (2 years old luggage).
Congrats for such an amazing experience (even if the broken luggage replacement was a pain to manage on a one month trip with tons of connections in countries without Rimowa distributors), Aegean you impressed me!
Aug 4, 2018, 8:20 pm
#9
Join Date: Jan 2004
Location: Heraklion, Greece
Posts: 7,566
If you're so unlucky as to have a Rimowa luggage broken by LOT (re-imbursed 80%) and then a Tomi broken by Aegean (reimbursed 67%), I'd suggest you start flying using the cheapest bags you can find: this will render your trips a bargain! 
Jan 2, 2019, 7:24 am
#10
Join Date: Feb 2004
Location: Netherlands
Posts: 4,282
Hi,
Just wondering, recently on a recent trip, A3 broke my Rimowa and now I've been informed that it cannot be repaired and I need to get a new one- I've got no idea how they were handling it, twisted the retractable handle and smashed a side of polycarbonate that it got out of shape. How do I handle this with A3? Just purchase a new bag and send them the receipt or do I have to go through the process to get a written statement, etc ?
Cheers!
Just wondering, recently on a recent trip, A3 broke my Rimowa and now I've been informed that it cannot be repaired and I need to get a new one- I've got no idea how they were handling it, twisted the retractable handle and smashed a side of polycarbonate that it got out of shape. How do I handle this with A3? Just purchase a new bag and send them the receipt or do I have to go through the process to get a written statement, etc ?
Cheers!
Jan 2, 2019, 8:31 am
#11
Join Date: Jan 2004
Location: Heraklion, Greece
Posts: 7,566
The'll need, in addition to your statement, at least a copy of the repairman's "diagnosis" along with a photograph as well as a copy of your original claim. If you haven't filed one right after landing, or at the latest the next day immediately after finding out that the bag was broken, your chances are exactly 0%.
Jan 2, 2019, 9:14 am
#12
Join Date: Nov 2015
Programs: A3*G
Posts: 128
They told me then, that I needed proof within an hour after landing. Luckily I had spoken to a responsible person waiting at the belt. I asked CS about the procedure. Once I sent in the confirmation of that person, they asked me to sent them the bill for repair. They paid and everything was fine.
So:
- Talk to CS, explain the situation
- Wait for their confirmation
- Have a repairman confirm that repair is impossible
- Talk to CS again
- They'll probably won't pay the whole amount of the new bag.
So:
- Talk to CS, explain the situation
- Wait for their confirmation
- Have a repairman confirm that repair is impossible
- Talk to CS again
- They'll probably won't pay the whole amount of the new bag.
Last edited by Arrivals; May 30, 2019 at 4:37 am
Jan 2, 2019, 10:24 am
#13
Join Date: Feb 2004
Location: Netherlands
Posts: 4,282
They told me then, that I needed proof within an hour after landing. Luckily I had spoken to a responsible person waiting at the belt. I asked CS about the procedure. Once I sent in the confirmation of that person, they asked me to sent them the bill for repair. They paid and everything was fine.
So:
- Talk to CS, explain the situation
- Wait for their confirmation
- Have a repairmen confirm that repair is impossible
- Talk to CS again
- They'll probably won't pay the whole amount of the new bag.
So:
- Talk to CS, explain the situation
- Wait for their confirmation
- Have a repairmen confirm that repair is impossible
- Talk to CS again
- They'll probably won't pay the whole amount of the new bag.
Will have to now go back to see how I can get the statement.
Cheers!
Jan 2, 2019, 10:40 am
#14
Join Date: Jun 2006
Posts: 5,899
When they damaged mine I filed a report at the airport. Took a photo and got a receipt for the repair. I emailed them the lot and my bank details. Refund was in my account in 72 hours which was a surprise.
You may need to get a report stating its totally beyond repair and then a receipt showing the purchase of a new one. As others have said they may limit what they will pay so best to email them and get it in writing what they are willing to cover.
You may need to get a report stating its totally beyond repair and then a receipt showing the purchase of a new one. As others have said they may limit what they will pay so best to email them and get it in writing what they are willing to cover.
May 30, 2019, 3:41 am
#15
Join Date: Nov 2014
Location: LHR, ATH
Programs: A3*G
Posts: 114
My luggage was damaged yesterday at an OA flight to ATH. I filed a report at the airport and emailed A3/OA's CS straight away. They replied today saying they're sorry and asked permission to forward my claim to their partner, Asse, who takes care of such matters. Anyone had an experience with Asse before?