I don't even know how this happens [Mauled luggage]
#31
Join Date: Jan 2005
Location: Egham, Surrey, UK
Programs: Mucci Champion des Champions, BAG4L, *A Gold, HH DIA, Hyatt Explorist, Hertz Gold, Avis President
Posts: 3,416
I agree but if BA are being unreasonable to the OP then I think they have a right to raise the game through social media - too often large corporations try to fob customers off. Polite and accurate description of the problem will hopefully cause BA some embarassment or just send the photos and details to the Daily Mail - they love bashing BA
#32
Join Date: Feb 2013
Location: UK
Programs: I go wherever the content takes me.
Posts: 5,698
Update on this - they got back to me on compensation very quickly - within 24 hours of submitting the claim.
Naturally they knocked money off the total claim - but offered only 50% because I don't have receipts. Since many of the items are not items you would typically keep receipts for such as clothes and shoes this is a little annoying. What they are offering won't cover the cost to replace.
Naturally they knocked money off the total claim - but offered only 50% because I don't have receipts. Since many of the items are not items you would typically keep receipts for such as clothes and shoes this is a little annoying. What they are offering won't cover the cost to replace.
An aggravating factor was that the bag was just delivered to you with no explanation or warning that it was in that state. I would be pushing for the full figure in your case and a gesture of goodwill.
#33
Join Date: Feb 2003
Location: LGW.
Programs: Cunard WorldClub-Gold,Silverseas Venetian society,Alitalia Mille miglia,SPG,Fairmont,IHG.
Posts: 733
That's appalling- as previous posters have said, looks like either caught in the baggage belts at LHR, or possibly dragged under a vehicle. Modus operandi (when I was in lost baggage @ LGW)when this happened, we would try to get message to pax at gate if damage discovered before acft departure. If acft had departed message would be sent to destination with a view to telling pax about damage immediately on arrival...and with info as to when it would arrive. I find it utterly shocking that things have slipped this much.
#34
Join Date: May 2008
Location: Northern Italian Lakes
Programs: BA, *A, Hertz Goldstar, Mucci wannabee, Waitrose, safari Oleg
Posts: 1,545
I certainly wouldn't accept 50%. Especially if I'd just paid for a plane ticket hotel and all the other costs of a trip to Barcelona that was intended to buy those things.
As regards replacement perhaps you could re-order on Boots website. I suppose the only extras would be shipping, tax and any duty as well as the cost of the items. Zara also has a good website although not all their items are on it but perhaps with additional cost of shipping tax and duty you might get replacements? Barcelona Zara is cheaper though so you may have to pay a higher price for the item itself as well.
Did you have travel insurance?
As regards replacement perhaps you could re-order on Boots website. I suppose the only extras would be shipping, tax and any duty as well as the cost of the items. Zara also has a good website although not all their items are on it but perhaps with additional cost of shipping tax and duty you might get replacements? Barcelona Zara is cheaper though so you may have to pay a higher price for the item itself as well.
Did you have travel insurance?
Last edited by h15t0r1an; Jul 15, 2014 at 4:19 pm
#36
Join Date: Nov 2006
Location: Bahamas
Programs: AA Plat
Posts: 958
Don't accept their offer! Call your local newspaper they will love those pictures.
Last edited by bruceba; Jul 15, 2014 at 4:14 pm Reason: sp
#37
Join Date: Jul 2014
Location: Bay Area, CA
Programs: UA, AA, Amex Plat.
Posts: 5
Years and years ago, I had Delta run over (and completely destroy) a number of school books and in-progress assignments, while I was headed out of town on a family vacation. I was *supposed* to be doing my homework while I was away...that was a fun one to explain to my teacher, and not the typical, "my dog ate it" story, lol.
Oh! And I if I remember correctly, they did pay to replace the books and the other small items I had in that bag. I thought it was great, not having to do homework while I was away...my parents and teachers were obviously not as thrilled.
Oh! And I if I remember correctly, they did pay to replace the books and the other small items I had in that bag. I thought it was great, not having to do homework while I was away...my parents and teachers were obviously not as thrilled.
#38
Moderator: British Airways Executive Club
Join Date: Jan 2009
Programs: Battleaxe Alliance
Posts: 22,126
Update on this - they got back to me on compensation very quickly - within 24 hours of submitting the claim.
Naturally they knocked money off the total claim - but offered only 50% because I don't have receipts. Since many of the items are not items you would typically keep receipts for such as clothes and shoes this is a little annoying. What they are offering won't cover the cost to replace.
Naturally they knocked money off the total claim - but offered only 50% because I don't have receipts. Since many of the items are not items you would typically keep receipts for such as clothes and shoes this is a little annoying. What they are offering won't cover the cost to replace.
I doubt the full "replacement cost" will be accepted by anyone (including the travel insurance) without some form of proof.
#39
FlyerTalk Evangelist, Ambassador, British Airways Executive Club
Join Date: Jun 2008
Location: Somewhere between 0 and 13,000 metres high
Programs: AF/KL Life Plat, BA GGL+GfL, ALL Plat, Hilton Diam, Marriott Gold, blablablah, etc
Posts: 30,354
Update on this - they got back to me on compensation very quickly - within 24 hours of submitting the claim.
Naturally they knocked money off the total claim - but offered only 50% because I don't have receipts. Since many of the items are not items you would typically keep receipts for such as clothes and shoes this is a little annoying. What they are offering won't cover the cost to replace.
Naturally they knocked money off the total claim - but offered only 50% because I don't have receipts. Since many of the items are not items you would typically keep receipts for such as clothes and shoes this is a little annoying. What they are offering won't cover the cost to replace.
#40
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,474
One of my colleagues (the one I've failed to educate, the one who needs to take 3 pairs of shoes on an overnight to BRU) had a number of run ins on this, and has taken to doing a dated/timed photo of her bag, spread out on the bed, just before travel, by way of proof that she was indeed carrying an absurd amount of expensive shoes with her. Her theory is that "they" know we double our estimate, so they know to halve it. She sticks to her guns and says "here is my proof, may I see yours?"
#42
Original Poster
Join Date: Mar 2013
Posts: 25
An update on this -
I told BA that the 50% compensation was not acceptable, especially as the week has worn on I'm beginning to discover more damage and missing items than when I originally submitted the claim. And as I am replacing seemingly "low value" items such as my makeup and toiletries, I realize I probably low-balled their actual worth. They explained that this is policy without receipts. I explained that I could not submit receipts for items brought on my trip as they were in my bag which was mutilated and returned to me with about 1/3 of their contents missing, including the receipts.
While I agreed I would submit bank statements that might indicate the items were actually purchased, I explained many were bought with cash, particular items bought in London where I was trying to get rid of all my British pounds before leaving.
I then asked "did you even look at the pictures I submitted with my claim?" She explained no, she had not as they "take too long to load."
Red mist appeared before my eyes. They didn't look at the photos? They clearly had no clue how badly they had messed up.
Composing myself, I asked if there was a more efficient way to deliver my photos. I told her once she had seen them she would realize how complete and utterly unacceptable this was and how insulting my treatment was, especially as a "valued" gold member who flies Club LAX-LHR 4-5x a year. To someone who has retained BA loyalty while living in the US even though it would be more beneficially to be Executive Platinum with American and receive benefits like domestic upgrades, to someone who flies BA to Europe no matter how much another carrier would be more convenient.
She agreed I could email the photos (which I have uploaded to the internet, so their should be no problems "loading" via the internet connection at a large corporation)
I emailed the photos. I await her response.
I told BA that the 50% compensation was not acceptable, especially as the week has worn on I'm beginning to discover more damage and missing items than when I originally submitted the claim. And as I am replacing seemingly "low value" items such as my makeup and toiletries, I realize I probably low-balled their actual worth. They explained that this is policy without receipts. I explained that I could not submit receipts for items brought on my trip as they were in my bag which was mutilated and returned to me with about 1/3 of their contents missing, including the receipts.
While I agreed I would submit bank statements that might indicate the items were actually purchased, I explained many were bought with cash, particular items bought in London where I was trying to get rid of all my British pounds before leaving.
I then asked "did you even look at the pictures I submitted with my claim?" She explained no, she had not as they "take too long to load."
Red mist appeared before my eyes. They didn't look at the photos? They clearly had no clue how badly they had messed up.
Composing myself, I asked if there was a more efficient way to deliver my photos. I told her once she had seen them she would realize how complete and utterly unacceptable this was and how insulting my treatment was, especially as a "valued" gold member who flies Club LAX-LHR 4-5x a year. To someone who has retained BA loyalty while living in the US even though it would be more beneficially to be Executive Platinum with American and receive benefits like domestic upgrades, to someone who flies BA to Europe no matter how much another carrier would be more convenient.
She agreed I could email the photos (which I have uploaded to the internet, so their should be no problems "loading" via the internet connection at a large corporation)
I emailed the photos. I await her response.
#44
Join Date: Dec 2007
Programs: Just a lowly Blue ;(
Posts: 1,780
Cant see the photos as it says you've removed them.
Personally after the "i couldn't be bothered" reply I would have posted them on twitter, facebook etc and contacted the press.
Sometimes it's not about the money. It would have sure got you a personalised response from higher up.
Personally after the "i couldn't be bothered" reply I would have posted them on twitter, facebook etc and contacted the press.
Sometimes it's not about the money. It would have sure got you a personalised response from higher up.
#45
Join Date: Jan 2006
Location: Taunton, UK
Programs: BA Silver, Marriott Silver
Posts: 1,158