Baggage claim declined

[mthomas_4]

My suitcase was damaged on flight VA556 when travelling from Perth to Sydney on 30 Dec 2024. I completed Virgin's baggage claim form which requires a JP to verify the statutory declaration. Given the holiday period the first opportunity to get a JP sign-off was Monday 6th Jan, which I obtained and lodged the verified form that day.
Despite providing these details, VA has denied my claim, hiding behind their policy requiring the form to be submitted to them within 3 days. The company continues to disavow responsibility, despite a complaint to the Airline Customer Advocate.

Virgin Australia are using a technicality to absolve their responsibility despite the fact that my baggage was damaged by them through no fault of mine. This level of service and corporate behaviour is deeply disappointing. They seem willing to lose a customer and credibility for a claim of $295.

Other travellers be warned. I will certainly reconsider using VA in the future based on my experience.

 

[TheInsider]

Just for future, there are other ways around getting a statdec: Digital Commonwealth statutory declaration

Or if you really want someone to sign it:

• Architect
• Chiropractor
• Dentist
• Financial adviser
• Financial planner
• Legal practitioner (including an enrolled practitioner without a practicing certificate)
• Medical practitioner
• Midwife
• Migration agent registered under Division 3 of Part 3 of the Migration Act 1958
• Nurse
• Occupational therapist
• Optometrist
• Patent attorney
• Pharmacist
• Physiotherapist
• Psychologist
• Trade marks attorney
• Veterinary surgeon

 

[i0sam0i]

Virgin baggage handlers must have been having a wild day on the 30th. I had a bag damaged (can't be used anymore) flying Syd to Cns that same day. I submitted my form evening of 5th January (same issue as you with JP availability).
VA have accepted my claim that they are liable, however they are only offering 50% of a new bag value (which was on sale when I did the claim) so only $115. There has been back and forward with them over my position that they haven't undertaken any assessment of "depreciation" as it is clearly 50% of the sale cost and freight, and that the loss to me is of a bag so I should be paid out the entire claim.

 

[L2.]

Just for future, there are other ways around getting a statdec: Digital Commonwealth statutory declaration

Or if you really want someone to sign it:

I'm slightly confused looking at the missing/damaged bag claim form over at https://www.virginaustralia.com/con...s/missing-and-damaged-baggage-claims-form.pdf:



The wording of 'A Justice of the Peace / Solicitor' could be interpreted to mean that VA will only accept a statutory declaration witnessed by one of those two specific positions, as opposed to the many other persons that are also legally able to witness a statutory declaration.

 

[RooFlyer]

There has been back and forward with them over my position that they haven't undertaken any assessment of "depreciation" as it is clearly 50% of the sale cost and freight, and that the loss to me is of a bag so I should be paid out the entire claim.

You mean that they didn't take depreciation into account and simply offered you 50% of the cost+freight?

If it's more than say, 3 years old, I'd say you are in front. If not, they are.

 

[DC3]

The wording of 'A Justice of the Peace / Solicitor' could be interpreted to mean that VA will only accept a statutory declaration witnessed by one of those two specific positions, as opposed to the many other persons that are also legally able to witness a statutory declaration.

I would just any of those who are authorised for the Stat Dec. Totally kosher.

 

[Quickstatus]

I will certainly reconsider using VA in the future based on my experience.

Sorry to hear. But sorry to say that the grass is definitely not greener anywhere else

At SYD baggage handling for both QF and VA are provided by Swissport. At CNS it's Swissport for QF and VA's own Pit Crew for VA.

Not greener Here

Bag damage is common, it's part of travelling unfortunately.