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.
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.
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.
Programs: UA Premier 1K, SPG Gold, Marriott Gold, HHonors Gold, AMEX Platinum, TSA PreCheck
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.
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.