RG1X

Hi all,

I flew out to Austin with my bike for a mountain biking race this Monday and on assembling my bike I found that the frame had been broken. As always, I took photos before / after the flight, and on checking them I can see clearly that the damage wasn't there beforehand.

I've now made upwards of ten calls / had four online chats and still no-one has been able to give me a report number. The online stuff seems to rely on this number, so I've not been able to make any sort of progress there either.

Can anyone here point me in the right direction? It's stressful enough trying to sort out a replacement bike for the race, without having to deal with BA's ineptitude at the same time. I'm currently an hour outside of Austin, so driving back to the airport isn't really a great option for me.

Thanks.

corporate-wage-slave

What part of BA have you called? Was it the baggage specific team?

BA.com/baggage

Oxon Flyer

Just a clarification : was the damage was only discovered subsequent to collecting the bike and leaving the airport ?

golfmad

Driving back to the airport - if it's just an hours away - might actually be your best bet to log your report. If you do it, make sure you go around the time that baggage will start arriving so that the office is manned.

RG1X

Yes, you can't really tell if carbon fiber is damaged just by looking at it, and short of completely unpacking the bike there's no way to check it over fully.

However, on double checking the photos you can clearly see that there's a difference before / after.

I've called 8 different numbers at this point, one of which was closed, so I need to try again. None have been able to either point me in the right direction, or allow me to make a report.

I was told specifically that one of the numbers I have was for baggage, and I've tried both UK and US numbers for that (no-one picked up the US line. The US recorded message repeatedly said it was for tracking missing luggage, and that I'd need a reference number.

RG1X

This is a list of the numbers tried...

020 8707 4463 (This gets to a message saying the number isn’t in use and the call the one below)
020 8707 4495 (BA Holidays, given a different number to call)
0344 493 0785
+1 (800) 828-8144 (Only for lost baggage with reference number)
0344 493 0787
0844 824 3115 (This was a call cannot be connected)
020 7646 0791 (Seemed to be London City Airport and they would have helped if it was flown from there)
020 3761 1800 (I think this was lost bags with no option to choose the damaged ones, cut off when I choose none)

klaus79856

BA 191 arrives at 17:01 in Austin
Drive to the airport and go at 15:00 to the check-in counter.

It happened to me with SAS, they damaged the bike bag but refused to file a report in ORD.

Take everything with you, original bike bag and everything what was in there.

Reagrding packing for next time, we can discuss this later.
All my bags are always 100% full, if not with equipment they getting filled with bubble wrap.
Nothing can move inside the bag and they can drop the bag from 6 feet or put many other 70lbs bags on top.

klaus79856

Was calling my BA Gold Guest List Hotline.
They say file a claim Online to customer relations.
That´s the only way they take these cases.

So make all the photos and upload them with the report.

TheFlyingCyclist

I’ve always done this online without an issue.

https://www.britishairways.com/en-gb...nts-and-claims

Then click on “start a new claim”.

They will want to see receipts for the damaged item and photos of the damage.

I’ve never had a frame damaged, but they have paid £50 for a brake rotor and £200 for a rim before.

All sorted very easily.

As an aside, if you want to post some photos of the damage I could take a look and see what the score is?

RG1X

Ugh, sorry, massive pics are massive.

corporate-wage-slave

1-800-828-8144 should be able to raise a reference number. If not then call then call 0344 493 0785 for the UK. The other numbers can't help. You have a week to do this. You could try a DM on Twitter after Following BA.

RG1X

I've tried 0785 in the UK, they wouldn't / couldn't help.

Struggling to call US numbers right now, I'll have to get some Skype credit or something and call via my PC.

Intl359Widget

800 numbers in the US are toll free and therefore not chargeable so you should be able to make these calls without issues. I’d recommend trying to find a landline or Skype to call them without fee.

klaus79856

Do the Claim online according the posting from TheFlyingCyclist
Maybe we should do 2023 a FT MTB trip with BA to US.

RG1X

I think TFC might road based... maybe compromise with gravel!

I just did the online claim thing, but annoyingly the reference it gives isn't the correct format to use in the baggage damage claim form. I guess I'll just have to wait to see if they get back to me re the claim?

I'll try and find a way to call the US number all the same.