Saturated baggage - but Virgin won't own it

[Ian Duckworth]

I have just joined the AFF community and would be interested to know if anyone has had a similar experience to me - and what the outcome was.

Flying recently with Virgin from Gold Coast (OOL) to Canberra (CBR), flights were delayed out of OOL due to a torrential downpour which closed the tarmac.

After about 45 minutes of teaming rain, a few patrons in the Virgin Lounge started muttering about a baggage carriage that had been left out on the tarmac and that was clearly getting soaked. The prevailing view seemed to be, I don't know whose bags are out there but I hope it's not mine.

Fast forward a few hours and the rain had eased; my flight took off and I arrive in CBR - only to find my bag is completely waterlogged. The baggage counter was closed (if you were cynical, you could conclude they did a runner knowing the barrage of complaints that were heading their way); and so a sign said to direct any enquiries to check in staff - which I did but which resulted in "you need to lodge a claim - so just go onto our website.

In the 12 hoers that followed, I had to purchase some dry clothing and made arrangements to visit a laundromat to dry the remaining items. In short, I lodged a claim and, after a few days, Virgin denied it, saying that it is a passengers' responsibility to ensure their luggage is waterproof.

I had the option of claiming on my travel insurance but, with my out of pocket expenses being not much more than my excess, it wasn't worth the hassle.

But I still think it is appalling that an airline - even if it is through their outsourced baggage handlers - can be so negligent and not be held accountable for the loss.

Any similar experiences out there with a better result?

 

[markis10]

Welcome to AFF, sorry to hear of your experience, it’s not uncommon especially ex OOL. Sadly water damage is not something the airline is liable for, as most likely it was the result of an act of god and the baggage handlers escaping from an act of god, usually a storm. Had you packed your luggage in a paper bag the same outcome would be had, for the same reasons. Travel insurance is often your friend here

 

[Freq Flier 2013]

Singapore airlines compensated us when exactly this occurred with our fights from Singapore to Taiwan 12 months ago.

 

[Saab34]

Had the same issue with JetBlue a while back. Bit of back and forth but I got my compensation I was chasing.

Airlines here are notoriously bad historically for not doing much.

 

[justinbrett]

My bag was soaked flying into SYD last week, but I have a hard case so was no problem. I did feel for those with soft bags.

 

[MEL_Traveller]

Welcome to AFF, sorry to hear of your experience, it’s not uncommon especially ex OOL. Sadly water damage is not something the airline is liable for, as most likely it was the result of an act of god and the baggage handlers escaping from an act of god, usually a storm. Had you packed your luggage in a paper bag the same outcome would be had, for the same reasons. Travel insurance is often your friend here

Not sure I agree! Airlines take responsibility for the correct handling of your luggage.

If they know an airport is prone to rain they should contract with their handlers to provide covered wagons and covered loading ramps to the aircraft. This is common in Asia and India where you have downpours.

VA’s policy and terms and conditions of carriage do not exclude water damage, and they provide a list of damage which is excluded: Delayed and damaged baggage

That being said… good luck trying to engage VA

Noting too that it would be covered for international travel where the Montreal Convention applies.

 

[markis10]

VA’s policy and terms and conditions of carriage do not exclude water damage, and they provide a list of damage which is excluded: Delayed and damaged baggage

They do exclude damage as a result of a defect, baggage not being waterproof would be a defect, just like my paper bag example. Maybe one day all luggage will need an IP rating or a Hydrostatic head rating.

 

[MEL_Traveller]

They do exclude damage as a result of a defect, baggage not being waterproof would be a defect, just like my paper bag example. Maybe one day all luggage will need an IP rating or a Hydrostatic head rating.

i’ll disagree on that one too! It is not a reasonable expectation that bags will be left out in a downpour.

As a passenger I may expect my bag to come into contact with rain for a very short period during the immediate loading and unloading of the bag from the hold… and my soft-sided bag is fine with that. But I don’t expect to be left outside and unprotected.

Airlines identifying a defective bag can ask passengers to sign a waiver on the bag tag or by a separate form in which the passenger accepts liability. This is not something airlines do simply because a bag is soft-sided.