Sep 11, 2016, 2:35 pm
Consolidated UA Damaged Baggage Issues
Feb 17, 2016, 9:13 pm
#76
Join Date: Nov 2010
Programs: AMX CENT
Posts: 188
Again, its about calling out bad service and the principle. At the end its costing me more than $50 in my time calling them....
Feb 18, 2016, 10:06 pm
#77
Original Poster
Join Date: Jul 2008
Location: Maryland
Programs: United, Turkish
Posts: 640
Gold status has no impact on the Contract of Carriage terms relative to checked bags you agreed to when you purchased the ticket. Granted, most people don't bother to read it, but that certainly is not UA's fault:
"UA shall not be liable for loss of or damage to protruding parts such as wheels, feet, external pockets, pull and extending handles, hanger hooks, external locks, pull straps and security straps."
UA has the right to deny your claim as compensation is clearly not due, but you can try anyway.
"UA shall not be liable for loss of or damage to protruding parts such as wheels, feet, external pockets, pull and extending handles, hanger hooks, external locks, pull straps and security straps."
UA has the right to deny your claim as compensation is clearly not due, but you can try anyway.
https://www.transportation.gov/sites...v_11242015.pdf
The Enforcement Office considers categorical exclusions for damage to specific parts of the
checked baggage to be arbitrary limitations of liability in violation of Part 254.
Although carriers are not required to cover fair wear and tear, damage to handles, straps,
wheels and zippers often extends beyond what is appropriately categorized as fair wear and tear
resulting from ordinary handling of baggage. In such cases, carriers should be prepared to
reimburse the passenger appropriately.
checked baggage to be arbitrary limitations of liability in violation of Part 254.
Although carriers are not required to cover fair wear and tear, damage to handles, straps,
wheels and zippers often extends beyond what is appropriately categorized as fair wear and tear
resulting from ordinary handling of baggage. In such cases, carriers should be prepared to
reimburse the passenger appropriately.
Last edited by WineCountryUA; Feb 19, 2016 at 11:12 am Reason: repaired post
Apr 17, 2016, 9:21 pm
#78
Join Date: Mar 2006
Location: YQR
Programs: Nexus/GE, UA/MPG, Bonvoy Tit, LTP
Posts: 1,294
Advice regarding damaged luggage
Evening folks. I would appreciate any advice from UA veterans. We are flying YQR-YYZ-IAH-LIM, with AC for the first segment and UA the rest. We are currently overnighting in IAH and are scheduled to leave at 4pm ish tomorrow.
My wife's suitcase has been damaged at IAH so that it is unusable for the rest of the journey. It was caught under the edge of the belt. My big concern, however, is that it was open when it came out of the belt. I fail to understand how it could be unzipped on 3 sides by being caught. I suspect that it had been opened and searched for valuables/ drugs ( we had some medication or altitude sickness in a container that has gone). There was no TSA inspection card but given how it came out of the belt, where the contents were just held in by the internal straps that wouldn't be surprising. Although why would it be open all the way from YYZ to IAH without it being an issue. My bet is that it was possibly opened in IAH. It had Priority tags but was one of the last bags out. In addition all the interior zips / pouches were open and my wife believes that they were closed when we left home. ( she is a neat freak and it would be lie her to zip everything up).
All that said my questions are with respect to what I should reasonably expect from UA? It is an 18 month old Tumi 29" and we were offered a Samsonite as a replacement. I declined believing that accepting it would weaken our bargaining position. I'm not sure if it is repairable and even if so I would have to ship I to Tumi and pay for it shipping back to Canada. All to be organized tomorrow morning before we check in for our next flight. In the meantime we need to get a replacement bag.
If I buy a like for like replacement can I expect UA to reimburse me? Would I be reasonable keeping taxi receipts for the 30 mile trip each way to the store? Was I unreasonable declining the Samsonite. Nothing wrong with Samsonite. We own them ourselves but it's kind of like being asked to accept a Chevy as a replacement for a Lexus and expected to be happy about it.
My wife's suitcase has been damaged at IAH so that it is unusable for the rest of the journey. It was caught under the edge of the belt. My big concern, however, is that it was open when it came out of the belt. I fail to understand how it could be unzipped on 3 sides by being caught. I suspect that it had been opened and searched for valuables/ drugs ( we had some medication or altitude sickness in a container that has gone). There was no TSA inspection card but given how it came out of the belt, where the contents were just held in by the internal straps that wouldn't be surprising. Although why would it be open all the way from YYZ to IAH without it being an issue. My bet is that it was possibly opened in IAH. It had Priority tags but was one of the last bags out. In addition all the interior zips / pouches were open and my wife believes that they were closed when we left home. ( she is a neat freak and it would be lie her to zip everything up).
All that said my questions are with respect to what I should reasonably expect from UA? It is an 18 month old Tumi 29" and we were offered a Samsonite as a replacement. I declined believing that accepting it would weaken our bargaining position. I'm not sure if it is repairable and even if so I would have to ship I to Tumi and pay for it shipping back to Canada. All to be organized tomorrow morning before we check in for our next flight. In the meantime we need to get a replacement bag.
If I buy a like for like replacement can I expect UA to reimburse me? Would I be reasonable keeping taxi receipts for the 30 mile trip each way to the store? Was I unreasonable declining the Samsonite. Nothing wrong with Samsonite. We own them ourselves but it's kind of like being asked to accept a Chevy as a replacement for a Lexus and expected to be happy about it.
Last edited by Fizzer; Apr 17, 2016 at 9:28 pm
Apr 17, 2016, 10:38 pm
#79
FlyerTalk Evangelist
Join Date: Sep 2003
Location: Honolulu Harbor
Programs: UA 1K
Posts: 15,000
...If I buy a like for like replacement can I expect UA to reimburse me? Would I be reasonable keeping taxi receipts for the 30 mile trip each way to the store? Was I unreasonable declining the Samsonite. Nothing wrong with Samsonite. We own them ourselves but it's kind of like being asked to accept a Chevy as a replacement for a Lexus and expected to be happy about it.
The receipt for the Tumi should get you what you are due.
If you had been using a "Chevy" in the first place, you wouldn't in such a predicament - you could have taken the offered replacement and have been done with it. In 30 years of travel, I've never paid more than $100 for a bag I'm gonna check.
Apr 17, 2016, 10:54 pm
#80
Join Date: Mar 2006
Location: YQR
Programs: Nexus/GE, UA/MPG, Bonvoy Tit, LTP
Posts: 1,294
Ironically having been through several Samsonite, Delsey and Travelpro over the years we bought the Tumi at a Black Friday discount based upon it's reputation for durability. 
I didn't really expect the taxi fares but thought I'd ask. Thanks anyway.
I didn't really expect the taxi fares but thought I'd ask. Thanks anyway.
Apr 17, 2016, 11:51 pm
#81
Join Date: May 2010
Location: AVP & PEK
Programs: UA 1K 1.8MM
Posts: 6,334
Wasn't even aware the airlines still paid for damages to bags. Learn something new every day! Cool beans!
And also makes me possibly reconsider my ongoing repairs to my hardshell case using duct-tape and hotmelt-glue!
And also makes me possibly reconsider my ongoing repairs to my hardshell case using duct-tape and hotmelt-glue!
Apr 18, 2016, 2:31 am
#82
Used to be 'thiti'
Join Date: Jul 2005
Location: Denver, CO
Programs: UA-PP 1MM, Hyatt-Globalist, Bonvoy-LT Titanium, Hertz-Pres Cir
Posts: 189
If United refuses to pay/replace, keep track of all documents and check with your credit card you used to buy your ticket. You may be eligible for baggage replacement benefit.
Apr 18, 2016, 7:39 am
#84
Join Date: Jan 2013
Location: ORD
Programs: Marriott Titanium Elite, UA Silver, AA Gold
Posts: 494
Apr 18, 2016, 8:00 am
#85
Join Date: Mar 2006
Location: YQR
Programs: Nexus/GE, UA/MPG, Bonvoy Tit, LTP
Posts: 1,294
Thanks to everyone. It's all a bit of a moot point at present as Houston is flooded and I'm not sure we could get to anywhere to buy a case anyway. I'll just see what we can find at the airport itself...... if our flight goes out.
Apr 18, 2016, 8:01 am
#86
Join Date: Jul 2013
Programs: DYKWIA, But I'm a "Diamond Guest" UA 1K/2MM
Posts: 2,250
^^
I've did this once in the past. More recently, I used annual trip insurance (for $180/year), which was very good about replacing a damaged suitcase. I highly recommend it, since it covers a lot of other stuff.
Apr 18, 2016, 8:03 am
#87
Join Date: Jan 2013
Location: ORD
Programs: Marriott Titanium Elite, UA Silver, AA Gold
Posts: 494
United has canceled all operations through 2pm. Best of luck for today!
Last edited by SPLITTERZ; Apr 18, 2016 at 8:30 am
Sep 10, 2016, 7:34 am
#88
Join Date: Jun 2012
Location: NY
Posts: 733
Help with damaged baggage process
3 days ago, I was on UA LHR-EWR flight and my checked in bag was damaged.
I got off in EWR, went to the airline services desk, was told there was no agent on duty in Term B until a few hours from then, and I should just do it over the phone.
UA Baggage service line says I should call EWR Baggage Service...the EWR desk says they don't take claims over the phone.
Going to EWR (1.5hrs away) and spend a day to try to collect compensation for $150 bag is ridiculous.
Is there an alternative?
I got off in EWR, went to the airline services desk, was told there was no agent on duty in Term B until a few hours from then, and I should just do it over the phone.
UA Baggage service line says I should call EWR Baggage Service...the EWR desk says they don't take claims over the phone.
Going to EWR (1.5hrs away) and spend a day to try to collect compensation for $150 bag is ridiculous.
Is there an alternative?
Sep 10, 2016, 10:44 am
#89
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,418
The relevant information can be found here: Damaged Baggage.
You can report this in writing within seven days of arrival.
You need to follow their rules precisely or they will deny your claim.
You can report this in writing within seven days of arrival.
You need to follow their rules precisely or they will deny your claim.
Sep 10, 2016, 10:54 am
#90
Join Date: Jun 2012
Location: NY
Posts: 733
Yes, that was the page I went to.
It's the "in-writing" part that's throwing me off.
There is no address for reporting it in writing.
The UA EWR baggage resolution office (973 681 1621) doesn't pick up their phone or return messages, and the recording states "claims must be filed at their airport".
The UA Baggage Resolution Service Center at 1-800-335-BAGS doesn't have any information either.
It's the "in-writing" part that's throwing me off.
There is no address for reporting it in writing.
The UA EWR baggage resolution office (973 681 1621) doesn't pick up their phone or return messages, and the recording states "claims must be filed at their airport".
The UA Baggage Resolution Service Center at 1-800-335-BAGS doesn't have any information either.