Hi,

I'm just wondering if somebody can advise me please in relation to my damaged suitcase.

Basically, I returned to Heathrow recently with BA, and my suitcase was damaged. I reported it to BA, who arranged collection of it to K2 Global, with a view to repairing it. K2 Global was unable to repair it, but offered to send a replacement on a "like for like" basis. I was happy with this offer.

However, when the new suitcase arrived, the interior capacity was a fraction of my broken one. The interior dimensions of my extra large case was 131L with the expander (73.5cm x 51cm x 30cm, expander 5cm). The interior dimensions of this new case is 23cm x 16cm x 9cm (3.3L). I would describe the new one as medium/small, it looks about 1/4 of the capacity of my one.

When I complained, K2 Global simply stated that it was like for like, as the height of both suitcases was the same. The height of the new one includes 4 inches of the wheels, plus the handle at the top (the two wheels of my damaged case did not protrude at all, so the height was all case). They admitted that they don't know the inner capacity of their cases, nor do they know the interior dimensions. The lady I spoke to today said she was not good at maths, and would not know how to measure the interior dimensions or capacity. She wasn't interested in letting me explain this simple procedure. When I told her that I understand that her maths might not be good, but this was a simple issue, any customer would want to have a replacement suitcase of a similar size, she got angry and told me she's not stupid! She just kept repeating that they are like for like because they are the same height!

BA have given me two choices now. I can either return the new one and have my old one back, for no additional charge. Or if I want a larger one (I only know the exterior dimensions so I'm taking a risk) I have to pay £20 courier charge for the privilege! My old one could still be used, but it's not in a good state.

At the moment, I feel like I've been treated unfairly. I can't work out if it's me that's being unreasonable in expecting BA to provide me with similar sized suitcase. I also can't decide if the people working at K2 Glogal are genuinely stupid, or are pretending to be in the hope to fob me off, and hope that I lose patience and give up!

If anyone has any advice about the best way to proceed I'd be very grateful. Also, does anyone else agree with me that it's the inner capacity, as well as the quality of the suitcase, that is relevant when it comes to a replacement?

Thanks for your help.