wilsnunn

I am sorry to start a new thread about this, there are other threads but they were either reltaively positive so didn't want to change the tone or rather old so I am starting a new one.

My bag was damaged by BA in December, went through the channels to report it etc and then K2 global offered me replacements that were very much differnt to my current suitcase in terms of quality and volume (my current now damaged one is a hard shell expandable Samsonite). I called K2 back today (after they had ignored me for 2 weeks) and they have no said that they value my suitcase at £107.20 and to pick a suitcase from the Samsonite website, American Tourister website or AirlineBags.co.uk up to £107.20 and if it is more than that that then the following applies:

The problems here:

1) the suitcase that I want (and can get myself) is part of a set of two and I cannot seem to find it available for sale by itself
2) the pack of two is available in stores in the UK but not on the Samsonite website
3) they will only order at full RRP and said to ignore any sales etc which is rather unhelpful in my opinion

Ideally what I would want to do is to just buy the replacement set of two and for BA/K2 to cover the £107.20 and I pay the rest, any chance of this happening?

navylad

Explain the situation and ask for the cash instead, they may well offer a lower cash value than the £107.20 (this is unlikely to be the actual price they pay for any bag given the bulk they are ordering bags) it then gives you the freedom to buy the set that you want

The ignore sales prices is understandable/ these are likely direct consumer discounts with thr manufacturers own retail atm, if the manufacturer sells bags wholesale at 50% less, and K2 uses the RRP to reclaim the cost from the airline, that’s how they make their profit. If they used sale prices, but weren’t getting any discount for sales item from the manufacturer, they’d loose their profit margin.

LondonElite

Take as much cash from K2 as they are willing to give you and seek the balance to what you are replacing with from your travel insurer. In my experience this usually works out quite well. K2 is a complete PITA to deal with.

SA100

My colleague had to deal with them. I wish you luck! They bought a new suitcase and claimed the money back. From memory it was a long-drawn-out process with stupid demands. Not to depress you but I think my mate would rather take over Brexit trade talks then deal with them again.

gms

The way BA & K2 act when they are dealing with damaged luggage is disgraceful. I went through something similar not so long ago.

As per others' advice, just take the money and buy what you want in the sales. You will be much better off than paying them near full price for something they will almost certainly be getting at trade price. You just have to accept that BA/K2 will seek any opportunity to devalue your existing luggage (depreciating it for every year and then further cutting the cash offer they make to you).

Then post some negative comments on BAs social media to make sure everyone is aware how happy they are to screw even their most loyal customers these days!

wilsnunn

Thanks for your responses everybody, will see what I can do about getting the cash from K2. The suitcase is less than 12 months old so if they try to devalue their valuation by much then I will put up a fight, lets see what happens.

I will report back.

LondonElite

Unless you have the receipt, they’ll try on the ‘in Philadelphia it’s worth 20 bucks’ routine.

wilsnunn

Still have it.

Prospero

If you are happy to settle for cash towards a replacement, isn’t this something BA can settle without using K2 as an intermediary? I think it would be worthwhile discussing this with BA Customer Relations

wilsnunn

Didn't know that, will look into it. Thanks.

gms

In my case, I tried several times to get BA to sort this out and improve the case settlement. To no avail. They simply say that K2 Global is their appointed expert and they abide by their valuations. I had been travelling First, as a BA Gold. That makes no difference. YouFirst wouldn't get involved either, they referred me back to BA Customer Services, who in turn refer back to K2 Global. Maybe policy has changed in the last 12 months, but I doubt contacting BA Customer Relations will get the OP anywhere.

navylad

it will get things progressed to a cash settlement. The level that the settlement is BA is likely to stick with whatever K2 say your bag is worth Ans to be fair, when I had an issue I did do some research to my bag and what they were selling for second hand and there were actually being generous. i suspect the realoty is we underestimate how quickly luggage devalues.

With K2, I do think it also really depends which agent you get. The one I got last time was fabulous and have kept his name (sadly FT rules prohibit posting it on here).

wilsnunn

I do agree that the valuation for my suitcase is fair and maybe even generous given what I would be paying for a replacement set of two.

BA6501

I'd like to point out that it isn't strictly K2 that's a mess. Had a minor damage on a bag arriving at LHR, in QR F, and K2 replaced it, no ifs no buts, like for like, within 5 days. Didn't even collect the old one.

Likely what BA's contract with them covers...

mda03jb

I’ve had 2 dealings with K2 in last couple of years & was pleasantly surprised. First was a 4 year old bag that sustained a large tear. I was offered a replacement from their range but none was comparable or suitable so asked for cash. I couldn’t remember what I had paid so was asked for a ball park figure & then given 50% of this. As I view luggage as essentially a consumable this was perfectly satisfactory from my end.

The second was a specialist case for transporting a bicycle which arrived at Heathrow missing a wheel. The case was a new model, of which one of key features was improved wheels. My initial plan was to fix myself but searching google I could only find the old wheels available so contacted K2 who said they could sort it. Bag collected from my home the next evening, phone call 3 days later saying they had sourced a replacement from manufacturer & case delivered the following Saturday. I dealt with 1 individual throughout and couldn’t fault the service or workmanship.