Qantas Damaged Bag

[Freq Flier 2013]

Buying a new bag is good for my own environment as there is less faffing about. But it is ecologically a disaster to throw out what is otherwise a perfectly good bag because the handle doesn't work. It is a contradiction and one that I do find hard to square away.

To be fair this is the first time I have had my checked bag damaged having taken over 270 flights so far (pre COVID most were carry on but during and post-COVID it was all checked due to the time savings involved). So I have no comparison about whether this is appropriate or not. I cannot tell you that the response so far is better or worse than when I flew Air Canada, United or FinnAir, because I haven't had them break my bag on me. Is it difficult to fix a handle which has separated from one of the rods connecting it to the case? Again, I am no suitcase expert, that's what I was hoping the gent at the baggage claim desk could help me with (but they didn't). I found a luggage repair place in Perth but it was a decent drive and they weren't sure they could fix it without me first taking it into the store.

It's for these reasons why I think I will purchase a higher quality luggage next time. Rimowa luggage whilst pricey (checked bags start at the $1400 range), do offer a lifetime warranty including for wear and tear on functional items. They also have service centres around the world where they can fix your bag on the spot. Then again, it is a big investment on a bag.

-RooFlyer88

What was the outcome in the end?

 

[pyffii]

What was the outcome in the end?

Only happened yesterday and Qantas replied same day denying my claim

Greetings from Qantas Customer Care about your damaged bag.
I appreciate you sending the photos of your damaged bag. It was never our intention to make things difficult for you.

Please be inform that Airlines do not accept liability for minor damage to baggage such as scratches, scuffs, dents and cuts or damage that arises from normal wear and tear. Therefore, I am unable to offer you any financial settlement in this matter.

Where a bag has sustained damage, causing a hindrance to the bags usage, we will assess the damage for repair or replacement costs, associated with the damaged bag.

Qantas is not liable for damage that occurs due to an inherent defect, quality or vice of the baggage or due to wear and tear. This may include:

• cuts, scratches and dents;
• damage to retractable or fixed luggage handles;
• external items missing from bag, e.g. wheels, feet, locks, zipper and zipper tabs, straps or name tags

My concern is they denied the claim as missing 2 wheels is regarded minor damage !! ( 2nd paragraph )

 

[DejaBrew]

Only happened yesterday and Qantas replied same day denying my claim

Greetings from Qantas Customer Care about your damaged bag.
I appreciate you sending the photos of your damaged bag. It was never our intention to make things difficult for you.

Please be inform that Airlines do not accept liability for minor damage to baggage such as scratches, scuffs, dents and cuts or damage that arises from normal wear and tear. Therefore, I am unable to offer you any financial settlement in this matter.

Where a bag has sustained damage, causing a hindrance to the bags usage, we will assess the damage for repair or replacement costs, associated with the damaged bag.

Qantas is not liable for damage that occurs due to an inherent defect, quality or vice of the baggage or due to wear and tear. This may include:

• cuts, scratches and dents;
• damage to retractable or fixed luggage handles;
• external items missing from bag, e.g. wheels, feet, locks, zipper and zipper tabs, straps or name tags

My concern is they denied the claim as missing 2 wheels is regarded minor damage !! ( 2nd paragraph )

Total BS. My girlfriend’s checked luggage was replaced (not repaired) when damaged inbound to Haneda last year. Would have fit the description of things not covered, but we got a damage report from a JAL representative, submitted to Qantas and had a no questions asked replacement offer. For reference, this was the damage…

 

[pyffii]

That’s what I would have expected……Will let you know the result when I know

 

[Happy Dude]

Arrived in London yesterday off QF1 and found one of my suitcases with both wheels snapped off….submitted my claim after discovering the damage when loading into the car service and QF denied my claim saying that their T & C explicitly state that any damage to wheels handles zips etc are excluded which in their language says they are not responsible for anything that damages your case and go claim on private insurance…had to buy another case immediately as going on a cruise and the $200 excess not worthwhile as the case only cost $287….do I have any recourse with Qantas or do I say the trip just cost extra !!

UA replaced my bag at LHR right there and then last year when it arrived missing a wheel. No questions asked, other than which bag would I prefer. Not unreasonable to expect the same from QF. The loss of a wheel, let alone two, is not wear and tear. I'd had my bag, and a few other like it, for quite a few years and not once have I ever lost a wheel whilst in my possession.

 

[MARTINE]

Only happened yesterday and Qantas replied same day denying my claim

Greetings from Qantas Customer Care about your damaged bag.
I appreciate you sending the photos of your damaged bag. It was never our intention to make things difficult for you.

Please be inform that Airlines do not accept liability for minor damage to baggage such as scratches, scuffs, dents and cuts or damage that arises from normal wear and tear. Therefore, I am unable to offer you any financial settlement in this matter.

Where a bag has sustained damage, causing a hindrance to the bags usage, we will assess the damage for repair or replacement costs, associated with the damaged bag.

Qantas is not liable for damage that occurs due to an inherent defect, quality or vice of the baggage or due to wear and tear. This may include:

• cuts, scratches and dents;
• damage to retractable or fixed luggage handles;
• external items missing from bag, e.g. wheels, feet, locks, zipper and zipper tabs, straps or name tags

My concern is they denied the claim as missing 2 wheels is regarded minor damage !! ( 2nd paragraph )

Could you make a consumer affairs type claim. It was a service ticketed in Australia (handling og baggage) and you suffered a loss. In Vic can submit an online complaint reasonably quickly. Worth a try

 

[pyffii]

Only problem with that suggestion is that the sectors involved were HND-SIN-LHR involving JAL/QF so the damage could have been incurred either in Haneda or Heathrow