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Flew QR business/first and on arrival my bag was found to be damaged. Quite serious with long sliced cut to one side and the small brand badge (Wenger) ripped off. Contents intact and no damaged but bag no longer fit for purpose.
Despite trying very hard, QR staff/agents would not take a claim at Abu Dhabi and said it must be done online. Stupidly I accepted this, but when completing the online claim it referred me right back to the airport.
Long story short, I complained to QR customer relations and Baggage services offered $75, around half the replacement cost for a bag not a year old.
I have rejected this requesting either they provide a bag of equivalent quality or full purchase price.
Is this reasonable?
QR may be a very good experience on board but their handling of this matter is dire!!
QR have a poor reputation for customer service.
Shoot me down here but what is reasonable is to accept the $75 and move on. You flew First/Business and you’re wasting time on $75. It’s not ideal but what is a used bag worth?Reasonable: full replacement value if it is now not functional rather than cosmetic damage (highlighting that a small brand badge has been detached, which might reasonably be described as trivial cosmetic wear and tear, doesn’t sound all that clear cut in that regard; neither does describing it as the subjective “not fit for purpose” rather than unusable…).
Pragmatic: depends on whether it is in fact still usable, and what your time is worth as Dougzz says.
It’s measly. Ask them for a voucher for a replacement or xx,000 avios?
Or, take the 75 and claim the rest off your insurance.
Please let us know what ends up happening
Reasonable: full replacement value if it is now not functional rather than cosmetic damage (highlighting that a small brand badge has been detached, which might reasonably be described as trivial cosmetic wear and tear, doesn’t sound all that clear cut in that regard; neither does describing it as the subjective “not fit for purpose” rather than unusable…).
Pragmatic: depends on whether it is in fact still usable, and what your time is worth as Dougzz says.
You’re quite right about the brand badge. I highlighted this as it shows the bag was involved in some significant event. To be sliced open on in side and have the badge ripped off takes some doing.
A similar thing happened with me with Emirates. Somehow they managed to punch a hole in my hard case luggage. I didn’t notice until I got home as it was at the bottom of the case. They initially offered me a replacement bag from their stock which all seemed very low quality. I used the Montreal convention for damaged luggage and provided my receipt and was given a cash refund.
I would consider googling the Montreal convention for damaged luggage and work out if it is an option for you. From recollection I think there may be a strict time limit (perhaps as low as a week or lower) so please double check that.
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