We flew from Paris to Abu Dhabi (in business class) and when we picked up our baby's stroller we discovered it was badly damaged.

I went straight to the luggage counter near the belt where we picked up our luggage and to my surprise I was told that they couldn't help and that I should contact their baggage claim department by email. Since we have travel insurance I asked for a document as proof of damage. Again, I was told all this would have the be dealt with by email.

One can wonder why this staff is actually employed if they can't even issue a certificate for damaged luggage.

Anyway, I emailed the baggage claim department with a photo of the damaged stroller (worth around 600 USD). My travel insurance company requires that I obtain a certificate within 24 hours from the airline in case of damaged luggage claim.

Being Etihad Guest Gold or travelling business class doesn't seem to even make a difference.

I'm trying to call the 2 phone numbers I have for baggage claim but none of the lines are picking up, quite unbelieveable.

I'm still waiting for this certificate.. Frustrating really...

Anyone else knows how long it takes for the baggage claim department to reply to emails?