Who pays for bags damaged on an airport conveyor system?
Jun 3, 2016, 5:05 am
#16
Join Date: Dec 2007
Location: Virginia City Highlands
Programs: Nothing anymore after 20 years
Posts: 6,900
Try to fly with AirAsia, Jetstar, MAS, even with SQ's SlikAir. Good luck with damaged luggage.
Jun 3, 2016, 5:23 am
#17
Join Date: Jun 2012
Location: East Anglia UK
Programs: BA-S UA LH-Sen KLM/AF-Plat.
Posts: 1,627
I found my case damaged when it arrived on a BA flight to IAD. Took it to the desk and the BA staff asked if I'd like a replacement one from their store there and then or put in a claim. I put in a claim as I didn't want to be emptying it at that point. Made me wonder what kind of "store" they had there. Flying F if that made any difference.
Jun 3, 2016, 5:29 am
#18
Join Date: Sep 2013
Posts: 2,188
I found my case damaged when it arrived on a BA flight to IAD. Took it to the desk and the BA staff asked if I'd like a replacement one from their store there and then or put in a claim. I put in a claim as I didn't want to be emptying it at that point. Made me wonder what kind of "store" they had there. Flying F if that made any difference.
Jun 3, 2016, 6:28 am
#19
Join Date: Jun 2012
Location: East Anglia UK
Programs: BA-S UA LH-Sen KLM/AF-Plat.
Posts: 1,627
They well might, but this was arriving at IAD where I wouldn't think they'd keep a selection of replacements - I did wonder at the time if they were simply unclaimed items that she was proposing to tide me over with.
Jun 3, 2016, 9:01 am
#20
Join Date: Jun 2007
Location: gggrrrovvveee (ORD)
Programs: UA Pt, Marriott Ti, Hertz PC
Posts: 6,091
Jun 3, 2016, 10:27 am
#21
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
OP asked a simple question about a WN flight into TUL (which is necessarily a domestic US flight). What non-Asian carriers do in Asia isn't particularly helpful, especially because US law doesn't apply.
As the WN agent admitted, carriers can't absolve themselves of responsibility for wheels, zippers, and handles. That has always been the case for international flights covered by the Montreal Convention. DOT makes it the case for domestic flights in the US.
If you get a hard time from a domestic carrier in the US, simply file a complaint with DOT. You can do it online and it's cost-free. Provide a shot and keep it simple and short. Provide a receipt for the bag and you will likely see a check soon enough. If you are motivated, file a complaint with the carrier first, noting the DOT directive and noting that you will file a complaint in X business days if you do not have confirmation that a check is on its way. Only do this if you are going to file the complaint.
As to replacement bags, I would generally give those a whirl. You are free to reject them, but carriers tend to buy high-quality non-branded "seconds" in bulk. The "seconds" often have incredibly minor smudges and the like which mean that they can't be sold at retail but won't matter to the average traveler. Most of the time you will do just fine unless you are one of those people who thinks that the branding is more important than the bag. It can be a bit of a nuisance to repack at an airport, but it's also one less hassle to worry about.
As the WN agent admitted, carriers can't absolve themselves of responsibility for wheels, zippers, and handles. That has always been the case for international flights covered by the Montreal Convention. DOT makes it the case for domestic flights in the US.
If you get a hard time from a domestic carrier in the US, simply file a complaint with DOT. You can do it online and it's cost-free. Provide a shot and keep it simple and short. Provide a receipt for the bag and you will likely see a check soon enough. If you are motivated, file a complaint with the carrier first, noting the DOT directive and noting that you will file a complaint in X business days if you do not have confirmation that a check is on its way. Only do this if you are going to file the complaint.
As to replacement bags, I would generally give those a whirl. You are free to reject them, but carriers tend to buy high-quality non-branded "seconds" in bulk. The "seconds" often have incredibly minor smudges and the like which mean that they can't be sold at retail but won't matter to the average traveler. Most of the time you will do just fine unless you are one of those people who thinks that the branding is more important than the bag. It can be a bit of a nuisance to repack at an airport, but it's also one less hassle to worry about.
Jun 3, 2016, 11:13 am
#22
FlyerTalk Evangelist
Join Date: Jun 2005
Posts: 38,410
United replaced one on the spot for us. It had apparently hit/been hit very hard by something with an edge (my first guess would be tossed and it impacted the corner of something rather than landing on the flat surface as intended). They didn't have the same brand but their replacement bag was actually nicer than the one that got busted.
Jun 5, 2016, 2:31 pm
#23
FlyerTalk Evangelist
Join Date: Sep 2003
Location: HH Diamond, Marriott Gold, IHG Gold, Hyatt something
Posts: 33,543
AA baggage agent at DFW told me to pound sand on my old Kirkland Signature bag which had three damaged zipper pulls and was dirty like something oily had ran over it. I was only gold or platinum and don't know whether that'd make a difference. Probably too late to escalate now esp. since I replaced the critical one and just use zip ties on the others. Got too many miles on it to even consider seeing if Costco would replace.
Good to know airline is responsible. Thanks!
Good to know airline is responsible. Thanks!
Jun 9, 2016, 1:32 pm
#24
Join Date: Sep 2005
Location: Hong Kong and San Jose CA
Programs: AA EXP (3M), UA1K, and so many others
Posts: 43
Couple of years ago, SQ damaged my bag and gave me a new one on the spot. 3 minutes, no dispute. I had quit buying expensive luggage from all the damage over the years, so the bag they gave me was better than the bag they ruined. The only "nice" bag I had was a water buffalo leather garment bag - almost indestructible. Put over a million flight miles on it. Wish I could find another...
Years ago, when I was doing the SFO-SIN R/T 15 times a year, there were competing flights via HKG on both CX and SQ. I would take the Cathay flight from SFO-HKG. CX left an hour before SQ but arrived later because it was an airbus instead of a 747, but it gave elite qualifying AA miles. I could connect to the SQ flight HKG - SIN, but it was only a "legal" connection by one minute. Almost every trip, I would make the connection but my bags wouldn't (if I didn't make it, there was another flight an hour later). When my bags didn't arrive, SQ had a policy to pay $100 (sing$ - about us$70 at that time) in cash for the "inconvenience" then they would clear my bags through customs and deliver to my hotel when they arrived on the next flight. Usually my bags were at my hotel room door less than hour after I checked in. I would have considered paying for that kind of delivery service, but they paid me!
Jun 11, 2016, 4:36 am
#25
Join Date: Jul 2010
Location: Shanghai (PVG/SHA)
Programs: SQ Gold, AF Platinum, AA Platinum (sadly, expiring soon), QR Silver, EK, MU, HU, PR, HO, OZ, KE
Posts: 685
On another occasion, a Taiwanese airline (I think it was China Airlines) sent someone to repair the damage done to my suitcase and it actually came back even better than before. Kudos to them!
P.S. I may add, that suitcase in China, I flew on 3 flights with it, including Spring Airlines which is a budget airline. Even they gave compensation immediately.
Jul 3, 2016, 1:42 pm
#28
Guest
Posts: n/a
Escalation works
I did escalate with a more knowledgeable SW Bag agent the next day. I'm thinking that SW assigns the less knowledgeable trainees to their night shift. The day bag office lady was really helpful as she knew all about the TUL belt destroying bags problem. She replaced the no longer usable bag with a brand new one on the spot.
FWIW: I'm now battling Princess Cruises/American Airlines for completely losing my Seattle EZ Check bag 8 days ago between the cruise ship hallway and my "home" city. Princess says the now lost bag with the EZ check bag tag with the sticky back, was never disembarkation scanned at the Seattle port terminal. So far neither Princess nor AA knows where the EZ Check bag went.
I subsequently read that Celebrity Cruises has stopped using EZ Check at the Seattle port. I think I know why.
FWIW: I'm now battling Princess Cruises/American Airlines for completely losing my Seattle EZ Check bag 8 days ago between the cruise ship hallway and my "home" city. Princess says the now lost bag with the EZ check bag tag with the sticky back, was never disembarkation scanned at the Seattle port terminal. So far neither Princess nor AA knows where the EZ Check bag went.
I subsequently read that Celebrity Cruises has stopped using EZ Check at the Seattle port. I think I know why.