Originally Posted by
troyb
Hi ente_09,
Would you mind sharing with me the process you followed to get your bag replaced? BA just cracked a corner on my Salsa 29in - it is about 18 months old. Not looking good for BA to replace - they certainly so not make it easy. Unfortunately no receipt but did buy it at a regulated store in Germany.
Thank you,
Troy
Hi Troyb -
A suggested claim documentation process:
1. Take digital photos of your case, the ID Nr. stamped on the case, and a few photos of the damaged area. You may have to use the Micro and Flash settings to evidence clear details with close-up photos.
2. File a claim for damages with BA, using your flight ticketing information. Be civil and polite, but persistent and stick to the facts. If the damage to your case happened as a checked luggage item, leave it at that, as your " luggage was in the care, custody, and control of BA, at the time the damage occurred. "
I would send them a copy of your photos, and the cost estimate for a replacement case.
Send a repeat 2nd, or 3rd request again if you do not hear any response every 30 days. I would not accept any low-ball, or take it or leave it offer, as despite whatever BA states the BA damage policy limits are, other airlines such as LH have a documented policy or replacing damaged luggage for the full price in similar situations, when said luggage was under LH care, custody, and control.
If an offer is made to repair your case, ensure that it is with an authorized Rimowa repair service only. Allowing your nice Rimowa case to be " repaired " by Larry, Moe, and Curly's Cut-Rate Repairs would most likely invalidate your remaining warranty. Not a happy prospect.
3. Send a separate copy of your damage report and photos to Rimowa, in Germany. Advise them that you have also filed a damage claim with BA. If Rimowa requests information regarding your experience with BA in your claim, I would send them whatever you have.
As you know, your case ID Nr. will determine where and when the case was sold. Rimowa can verify that information for you in Germany, but I would contact the regulated store you made your purchase in and request a receipt copy.
Such claims take time and obviously can try one's patience. Just stick with it as you paid good money for your luggage, and your flight.
I hope this is helpful. Keep us posted here at FT on your experience and the outcome and resolution of your claim.
Cheers