Damaged Bag Experience...
Jul 13, 2016 | 12:26 am
#1
Original Poster
Join Date: Sep 2011
Location: MNL
Programs: CX MPO DM, Le Club Accor Platinum, World of Hyatt Explorist
Posts: 2,287
Damaged Bag Experience...
A few years ago my suitcase was cracked during a flight and had to be replaced by CX, I got paid in cash (80% of the HK price, at that time Manila was cheaper...hence I basically got my new bag for free)
Anyway, I flew back from SYD to CRK last month and when I reached home I noticed that the retractable handle was damaged during the flight. The plastic had a huge dent, which caused the plunger to get stuck so it doesn't lock anymore. I reached out to the KA/CX office in MNL and they gave me a form and I got a call from an outsourced agent that he will pick up my bag for repair. After picking up my bag, I got a follow up text from the agent asking if I kept my Warranty card and if it is still covered by the 5 year Warranty. I thought that was weird, since regardless if it is within warranty or not, they should handle the repairs. But I said yes and that I will send him a photo of the card later that evening. That was a few weeks ago.
Yesterday I got a message from him that Rimowa in Manila cannot repair the bag anymore. (which was weird, because I assumed its one of those that they could just pull out and replace with a spare) As I was saying, he was just informing me that Rimowa Manila, has already inquired with "Germany" if they could replace the bag.
What if Rimowa refuses to repair? Will CX/KA still have to replace it?
Anyway, I flew back from SYD to CRK last month and when I reached home I noticed that the retractable handle was damaged during the flight. The plastic had a huge dent, which caused the plunger to get stuck so it doesn't lock anymore. I reached out to the KA/CX office in MNL and they gave me a form and I got a call from an outsourced agent that he will pick up my bag for repair. After picking up my bag, I got a follow up text from the agent asking if I kept my Warranty card and if it is still covered by the 5 year Warranty. I thought that was weird, since regardless if it is within warranty or not, they should handle the repairs. But I said yes and that I will send him a photo of the card later that evening. That was a few weeks ago.
Yesterday I got a message from him that Rimowa in Manila cannot repair the bag anymore. (which was weird, because I assumed its one of those that they could just pull out and replace with a spare) As I was saying, he was just informing me that Rimowa Manila, has already inquired with "Germany" if they could replace the bag.
What if Rimowa refuses to repair? Will CX/KA still have to replace it?
Jul 13, 2016 | 1:15 am
#2
Join Date: Oct 2009
Location: ORD [formerly] + HKG
Programs: CX Diamond, AA exExPlat, BAEC exGold, HH Diamond, Hyatt Globalist, Starriott Titanium, GE
Posts: 3,087
Presumably yes, might be cash compensation
Not sure about outports but they are quite generous in HKG - they pay the full cost of the suitcases and I know of people hopping over to the store in T2 right away to get a new one as replacement.
Not sure about outports but they are quite generous in HKG - they pay the full cost of the suitcases and I know of people hopping over to the store in T2 right away to get a new one as replacement.
Jul 13, 2016 | 1:17 am
#3
Join Date: Feb 2015
Location: BKK, HKG
Programs: Cathay, BA, UA
Posts: 83
A few years ago my suitcase was cracked during a flight and had to be replaced by CX, I got paid in cash (80% of the HK price, at that time Manila was cheaper...hence I basically got my new bag for free)
Anyway, I flew back from SYD to CRK last month and when I reached home I noticed that the retractable handle was damaged during the flight. The plastic had a huge dent, which caused the plunger to get stuck so it doesn't lock anymore. I reached out to the KA/CX office in MNL and they gave me a form and I got a call from an outsourced agent that he will pick up my bag for repair. After picking up my bag, I got a follow up text from the agent asking if I kept my Warranty card and if it is still covered by the 5 year Warranty. I thought that was weird, since regardless if it is within warranty or not, they should handle the repairs. But I said yes and that I will send him a photo of the card later that evening. That was a few weeks ago.
Yesterday I got a message from him that Rimowa in Manila cannot repair the bag anymore. (which was weird, because I assumed its one of those that they could just pull out and replace with a spare) As I was saying, he was just informing me that Rimowa Manila, has already inquired with "Germany" if they could replace the bag.
What if Rimowa refuses to repair? Will CX/KA still have to replace it?
Anyway, I flew back from SYD to CRK last month and when I reached home I noticed that the retractable handle was damaged during the flight. The plastic had a huge dent, which caused the plunger to get stuck so it doesn't lock anymore. I reached out to the KA/CX office in MNL and they gave me a form and I got a call from an outsourced agent that he will pick up my bag for repair. After picking up my bag, I got a follow up text from the agent asking if I kept my Warranty card and if it is still covered by the 5 year Warranty. I thought that was weird, since regardless if it is within warranty or not, they should handle the repairs. But I said yes and that I will send him a photo of the card later that evening. That was a few weeks ago.
Yesterday I got a message from him that Rimowa in Manila cannot repair the bag anymore. (which was weird, because I assumed its one of those that they could just pull out and replace with a spare) As I was saying, he was just informing me that Rimowa Manila, has already inquired with "Germany" if they could replace the bag.
What if Rimowa refuses to repair? Will CX/KA still have to replace it?
At that point I mentioned I would try to get it sorted(it was brand new, around 1500 HKD and 3 wheels was gone). They then told me I just quoted the case number in case I need CX to sort it. After all the baggage company refused to replace it then I call CX, they sent some one to take the old one and replace a new one for me
Jul 13, 2016 | 2:26 am
#4
Original Poster
Join Date: Sep 2011
Location: MNL
Programs: CX MPO DM, Le Club Accor Platinum, World of Hyatt Explorist
Posts: 2,287
I had my baggage demaged flying back from DUS and I reported right away from the airport.
At that point I mentioned I would try to get it sorted(it was brand new, around 1500 HKD and 3 wheels was gone). They then told me I just quoted the case number in case I need CX to sort it. After all the baggage company refused to replace it then I call CX, they sent some one to take the old one and replace a new one for me
At that point I mentioned I would try to get it sorted(it was brand new, around 1500 HKD and 3 wheels was gone). They then told me I just quoted the case number in case I need CX to sort it. After all the baggage company refused to replace it then I call CX, they sent some one to take the old one and replace a new one for me
Jul 18, 2016 | 12:54 am
#5
Original Poster
Join Date: Sep 2011
Location: MNL
Programs: CX MPO DM, Le Club Accor Platinum, World of Hyatt Explorist
Posts: 2,287
Rimowa replaced my bag, they didn't have the 73 so they gave me the 77 instead, with no additional cost.
Since it was a warranty replacement, my new bag will only be covered until the end of 2017.
Since it was a warranty replacement, my new bag will only be covered until the end of 2017.
Last edited by FlyPointyEnd; Jul 18, 2016 at 3:15 am
Jul 18, 2016 | 1:35 am
#6
Join Date: Apr 2013
Location: JFK 🇺🇸 (mostly); YVR 🇨🇦 (a bit less); HKG 🇭🇰 (even less)
Programs: Marco Polo GR 😂😂; HHonors Gold; Marriott Bonvoy Platinum
Posts: 495
Service regarding damaged bags in YVR is excellent.
I remember one time my luggage got cracked and CX said they would send someone to pick up the bag from my house to have it repaired. Didn't have to fill out anything or even go to the airport. Very seamless service and customer care! ^
But this was quite some time ago so I cannot say how they are like now regarding damaged baggage
I remember one time my luggage got cracked and CX said they would send someone to pick up the bag from my house to have it repaired. Didn't have to fill out anything or even go to the airport. Very seamless service and customer care! ^
But this was quite some time ago so I cannot say how they are like now regarding damaged baggage
Jul 18, 2016 | 1:30 pm
#7
Join Date: Apr 2008
Location: PNW
Programs: UA MP 1K; DL Silver; IHG Diamond/ Ambassador
Posts: 1,991
The service for a damaged bag was just AWFUL for me in MNL:
It was a Samsonite, and was supposedly "lost" somewhere in DFW (CX is most significant carrier: LAX-HKG-MNL). They found it 3 days later and "dumped" it to my brother in MNL. I was out of the house at that time, and they previously said they would schedule delivery. Instead they just showed up at our front door and left it to my brother.
Handle was torn. MPC club ID tag was missing. Baggage tracer tags missing as well. I called and they told me to fill out a form upon return to the USA, which I did.
I later got an email that they will deposit USD7.00 to my bank account in the USA from MNL! That doesn't even cover the cost of the wire transfer fee!!!!
It was a Samsonite, and was supposedly "lost" somewhere in DFW (CX is most significant carrier: LAX-HKG-MNL). They found it 3 days later and "dumped" it to my brother in MNL. I was out of the house at that time, and they previously said they would schedule delivery. Instead they just showed up at our front door and left it to my brother.
Handle was torn. MPC club ID tag was missing. Baggage tracer tags missing as well. I called and they told me to fill out a form upon return to the USA, which I did.
I later got an email that they will deposit USD7.00 to my bank account in the USA from MNL! That doesn't even cover the cost of the wire transfer fee!!!!
Jul 18, 2016 | 6:49 pm
#8
Original Poster
Join Date: Sep 2011
Location: MNL
Programs: CX MPO DM, Le Club Accor Platinum, World of Hyatt Explorist
Posts: 2,287
The service for a damaged bag was just AWFUL for me in MNL:
It was a Samsonite, and was supposedly "lost" somewhere in DFW (CX is most significant carrier: LAX-HKG-MNL). They found it 3 days later and "dumped" it to my brother in MNL. I was out of the house at that time, and they previously said they would schedule delivery. Instead they just showed up at our front door and left it to my brother.
Handle was torn. MPC club ID tag was missing. Baggage tracer tags missing as well. I called and they told me to fill out a form upon return to the USA, which I did.
I later got an email that they will deposit USD7.00 to my bank account in the USA from MNL! That doesn't even cover the cost of the wire transfer fee!!!!
It was a Samsonite, and was supposedly "lost" somewhere in DFW (CX is most significant carrier: LAX-HKG-MNL). They found it 3 days later and "dumped" it to my brother in MNL. I was out of the house at that time, and they previously said they would schedule delivery. Instead they just showed up at our front door and left it to my brother.
Handle was torn. MPC club ID tag was missing. Baggage tracer tags missing as well. I called and they told me to fill out a form upon return to the USA, which I did.
I later got an email that they will deposit USD7.00 to my bank account in the USA from MNL! That doesn't even cover the cost of the wire transfer fee!!!!