Originally Posted by
stsoul
I arrived in Vancouver yesterday from HK and found one leg of one of my luggage is broken and the structure seems also compromised a bit. But the CX luggage man at YVR told me that CX doest not pay for damaged luggage if it is the leg, wheel or handrail that is broken!
My bag is a new 24-inch Diplomat, and it is its first flight! Does CX really have such policy? Can I contact other departments of CX if I want them to pay for the expenses of fixing the baggage?
Thanks!
This happened once with me (ironically the first time I flew Cathay.) The wheels were torn off of my bag, exposing the interior of my bag too. I asked the baggage personnel and they sent me to the 6th floor (if memory serves me right, it's been awhile), and it can only be access through an elevator at the HK airport.
There is a room that handles this, and the customer service agent there say he will find a luggage bag with the same size and replace it. I wasn't arguing or anything but just like ok, whatever. However, after comparing a few ones that he has which are all smaller than mine, finally he said, "why don't I just reimburse you $200 HKD would that be acceptable to you?" I say, sure.
No problem dealing with the Cathay people in HK.