Jetstar broke my checked bag

[ilyth]

Hi all

Appreciate your help and listen to my bad experience with Jetstar.

Particularly, anyone has experience to handle the baggage claim with Jetstar? It is very annoying when dealing with their emails.

I travelled on the international flight with them and got my checked luggage bag broken by the airline after arriving back home - Sydney. They have no agent nor staff help at the airport regarding baggages. They require me to manage the repair instead of taking their own responsibility.

They required me to pay and get two quotations for them to consider whether to pay or not. Any idea what is a valid quote and their pay out policy?

All information I sent across has been rejected by saying do not fit into their standard, and even worse, they never disclose what is the "standard".

I have now a situation they keep playing with emails and not progressing with anything.

Why do I need to pay for their quote and work for them?

Appreciate if anyone has experience and solution in managing their email robots, with a successful claim record.

Best regards

 

[harvyk]

Send a letter of complaint to JQ stating you want them to repair or replace the bag at their cost, failure for them to resolve this issue will result in you taking your complaint to fair trading. I believe there is also an airline ombudsman whom you can esculate the complaint to as well.

 

[vetrade]

More than likely JQ will deny liability and say the damage was just the fair wear and tear inherent with plane transportation. So unless your bag was brand new or an expensive brand such as a Rimowa I suggest you save yourself the hassle. JQ are certainly not known to be helpful at all for any issues which is why many AFFers just say "Never fly JQ". Even if they did accept some liability you can bet they won't value their obligation at very much. If you get the bag repaired at your own expense definitely don't be surprised if JQ decline any compo after you do. In a lot of cases it's best just to buy yourself a new bag.

I'm one who would never fly JQ due to past issues with them but, if the bag is a "write-off", for comparison VA tend to pay out no more than 50% of the new cost even if the bag is new. QF are a bit better. Both of them have baggage service at the main airports and get you to take your damaged bag to their authorised bag store for appraisal.

 

[Quickstatus]

Qantas just send me to a luggage repairer near Mascot with a form. All repaired no cost.

 

[Snoopydoo]

Are you able to make a claim through your travel insurance? Might be easier than trying to get this resolved with JQ.

 

[Cynicor]

Can't help with the claim, except that normal wear and tear is often claimed as a risk of air travel for luggage.

What is the actual damage?

My protip is buy Victorinox and then their lifetime warranty will fix it, no mucking around with the airlines.

 

[ilyth]

thank you for your advises.
I can now echo to most of the complaints on "Never fly JQ", with my first hand experience.

the bag is a Samsonite, I think it is worth to repair. But just not certain how to get them quote and as well as fit in their unpublished "standard".

 

[ilyth]

What is the actual damage?

the extendable handle cracked, nothing else damaged.

 

[ilyth]

Are you able to make a claim through your travel insurance? Might be easier than trying to get this resolved with JQ.

the access for insurance is AUD75, which is not much difference to buy a new bags nowadays, despite my Samsonite cost me AUD570 (full price).