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Old Oct 23, 12, 9:54 pm   #1
 
Join Date: Sep 2011
Programs: PR Premier Elite, CX MPC GO, Hyatt GP Plat, SPG Gold
Posts: 363
How good is CX with baggage damage compensation

Was on CX904 last Oct 17, connecting on KA864 to PVG. Due to some additional servicing of the aircraft we got delayed for about 30 minutes. Although I arrived HKG at 8:50am they moved me to KA876 instead. When I got to Shanghai I got stuck behind a group, and took longer to get through immigration, eventually got my back and noticed a crack...I couldn't find any CX rep on the area so I decided to contract them through email instead.



When I got to the hotel I decided to check online but it only said that I have to give all the documents to the airport. I messaged CX on Facebook they told me I can send the claim online. I've been trying to find it but decided to just call the Manila team when I got home.

When I spoke to someone today, he told me it must be done immediately and that they can no longer entertain my complaint...he said he will try but he cant guarantee it anymore. I also told him that something might have happened in HKG when they moved my flight because my priority tags were charged from F to J (presumably in HKG)





The bag is about 2-3 years...been on countless trips, might have run its course already, Rimowa says they couldn't be repaired and it not covered by the warranty.
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Old Oct 23, 12, 10:20 pm   #2
 
Join Date: Jun 2007
Location: Hong Kong
Programs: CX Silver, Accor Platinum, HHonours Gold
Posts: 776
Rimowa has a 5 year warranty no? Anyway, it's CX fault presumably
hau cheng is offline   Reply With Quote
Old Oct 24, 12, 12:16 am   #3
 
Join Date: Oct 2011
Location: Sydney, Australia
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OMG - I thought my Rimowa never breaks.
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Old Oct 24, 12, 1:03 am   #4
 
Join Date: Apr 2001
Location: HK
Posts: 1,700
baggage damage claim not done in the baggage area will almost never get accepted. You could try the insurance but they also need some paperwork from CX (again only issued inside the baggage area).

your better and realistic remedy is to fly with CX next time and tell them it broke on THAT flight....
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Old Oct 24, 12, 1:07 am   #5
 
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Quote:
Originally Posted by kamiao View Post
OMG - I thought my Rimowa never breaks.
I happens quite often, at first I thought it was something that could be repaired so I asked about it at the shop. The girl told me that normally they suggest that you go to the airlines because they should replace it, as cracks are not covered by the warranty.
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Old Oct 24, 12, 2:41 am   #6
 
Join Date: Dec 2001
Location: China
Posts: 696
Duct tape is the engineers' answer to all problems. Duct tape that crack up and the bag is still functional I guess...
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Old Oct 24, 12, 5:51 am   #7
 
Join Date: Mar 2009
Location: Auckland, NZ
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to OP

im sorry to see your Rimowa suitcase got damaged, i know it hurts! is the first picture and 2nrd/3rd the same suitcase? because the first one seems to be golden colour while the other two is black.

dont you just LOVE someone took extra effort to remove a F tag or any kind of priority tags.

NO duck tap should not go on to Rimowa!
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Old Oct 24, 12, 11:31 am   #8
 
Join Date: Sep 2011
Location: HKG/YVR/LAX
Programs: MPC GO, GC Jade, AA PLAT, MVP GO
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Quote:
Originally Posted by fakecd View Post
baggage damage claim not done in the baggage area will almost never get accepted. You could try the insurance but they also need some paperwork from CX (again only issued inside the baggage area).

your better and realistic remedy is to fly with CX next time and tell them it broke on THAT flight....
indeed is true. My friend learned the hard way.
but when asked CX does give a good compensation, back in the good o' days I've had a Crappy luggage upgraded to decent luggage to Travelpro. and ever since I've use travelpro i've never went back.
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Old Oct 25, 12, 1:43 am   #9
 
Join Date: Aug 2004
Location: DCA, EGE, IAD
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I gave up on TravelPro because TP wanted $80 USD to fix a broken bag. Now have Briggs & Riley and don't have to worry about damage as they will fix it free of charge no matter how it happened.
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Old Oct 25, 12, 5:50 am   #10
 
Join Date: Aug 2009
Location: SFO, HKG
Programs: UA Premier 1K, SPG Gold, Marriott Gold, HHonors Gold, National Executive, AMEX Platinum
Posts: 4,320
To answer all OP's concerns:

1. You are not required to file a report at the airport. If I remember correctly, CX/KA requires that the pax must report the damage to a baggage office within 7 days.

If succeed, you will receive a confirmation in XXXCX????? or XXXKA????? (XXX is the airport office that is responsible for the claim and ????? is the reference number).

2. It is best if you can show the damage in a picture that include the baggage tag involved in the flight (so it will be difficult to argue that it is pre-existed). And unless it is extremely necessary, don't remove the tag until the claim can be finalized.

3. Proactive in your claim - CX (possibly KA as well) is really lousy in baggage claims, especially overseas offices. If you can, always call HKG office to force the local office to respond.

4. Don't trust CX on FB. At the least - a baggage claim can't be filed online (but the form is there, which it is useless until you have a reference number).

5. Based on my experience (AC/UA/CX/SQ), CX is one of the worst in processing baggage claims (My original choice was SQ. But SQ ultimately resolve the issue relatively properly than CX. So I vote for CX instead.) You will get something for sure. Don't expect a lot.

6. If you have travel insurance and you don't require CX/KA assistance in the claim, filing the claim with the company is way much easier.
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Old Oct 26, 12, 9:13 am   #11
 
Join Date: Jan 2011
Location: Boca Raton, FL
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Quote:
Originally Posted by aaupgrade View Post
I gave up on TravelPro because TP wanted $80 USD to fix a broken bag. Now have Briggs & Riley and don't have to worry about damage as they will fix it free of charge no matter how it happened.
Just for future reference, the Travelpro Platinum 7 does offer a worry free warranty for any damage. Even damage inflicted by a baggage handler.

It is price competitive too.
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Old Oct 26, 12, 11:37 am   #12
 
Join Date: Mar 2012
Posts: 66
IANAL, but it looks like China is a signatory to the Montreal Convention, which governs liability on international flights.

Article 31 controls timely notice of complaints -- for baggage you have 7 days to provide written notice to the airline. However, if notice is not made upon delivery, it is prima facia evidence of delivery in good condition, meaning that the burden switches from them proving that they didn't damage your baggage, to you proving that they did.
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Old Oct 30, 12, 6:07 am   #13
 
Join Date: Sep 2011
Programs: PR Premier Elite, CX MPC GO, Hyatt GP Plat, SPG Gold
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Quote:
Originally Posted by zqsn5678 View Post
to OP

im sorry to see your Rimowa suitcase got damaged, i know it hurts! is the first picture and 2nrd/3rd the same suitcase? because the first one seems to be golden colour while the other two is black.

dont you just LOVE someone took extra effort to remove a F tag or any kind of priority tags.

NO duck tap should not go on to Rimowa!
Took the photo when I got to the hotel room in Shanghai...the bag looks a bit golden due to the light...it's actually dark blue.
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Old Oct 30, 12, 6:10 am   #14
 
Join Date: Sep 2011
Programs: PR Premier Elite, CX MPC GO, Hyatt GP Plat, SPG Gold
Posts: 363
*UPDATE* CX Manila had my bag picked up the other day for investigation. I hope that means they are at least looking at it.
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Old Oct 30, 12, 7:23 am   #15
 
Join Date: Aug 2011
Posts: 2
I found my Rimowa broken at LHR..
Got a brand new one a week later!



Last edited by hi11; Oct 31, 12 at 12:53 am..
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