Suitcase Wrecked After Just One Use!

[Smowball]

Morning guys. 3 weeks ago I bought 2 expensive suitcases just a few days before we flew to Cuba. They were those new lightweight "durable" ones that you can literally lift with one finger. Bought from a proper luggage shop which I have purchased things from before. They cost £179.99 for the pair and came with a 5 year Guarantee. Went on holiday and when we arrived back at Gatwick on Wednesday and took the cases off the luggage carousel we could see that one of them was already broken. The moulded rigid black handle had been dislodged on one side and the suitcase fabric had come away from underneath and was ripped and hanging off. There was a rip/hole in one of the sides and on the back there was also a tear. basically they look trashed. I rang the store when I got home and explained the situation and they 'ummmed and 'ahhed' and said that the guarantee only covers manufacturers faults and not wear and tear. I said that the handle dislodging must be a fault and that argued saying that it sounded as though it had been thrown about and therefore not a fault. Well of course it had - its a bloody suitcase - they are flung off and on planes!! so after a heated discussion that have told me to bring the suitcase into the store tomorrow to look at but they aren't promising anything. So how do I best approach this as I know I have a short fuse with things like this? They are surely meant to withstand being thrown about and not fall apart after one use aren't they?

[kjn2]

Been down this road, to be honest I do not think you will get a refund , yes they did come with a 5 year guarantee but no guarantee covers something that has been thrown around by luggage handlers, thats their get out clause also the fit for purpose clause does not hold for the same purpose. As far as claiming from the airport handlers thats going to be tricky too, as they can say " how do we know that this is the case you used on this trip" I sincerely hope that you do get something but to be brutally frank I think you are on a looser with this one. Good Luck. Always a debate in our house, buy cheap and be prepared to throw away after a couple of trips or buy expensive and keep fingers crossed . Still dont know what is best route.

[IggyB]

Claim against the airline

You should do this as soon as possible

Nothing is indestructible so I can certainly see why shop might not refund you because baggage handlers have trashed a perfectly good bag

See the British airways baggage page here
http://www.britishairways.com/en-gb/information/baggage-essentials/lost-and-damaged-baggage

[KARL]

Reporting this sort of thing on arrival at the airport, either to the airline rep or else a joint airport baggage office, should be done without exception. Any delay makes verification less easy and weakens any claim position. The airline is responsible for both the passenger and luggage. As you walk off with the baggage you are to some extent seen as accepting its condition as satisfactory.

Report the damage to the airline/airport as a matter of urgency, quote the flight and provide baggage label(s) and boarding pass/ticket. Customs and/or police have been known to ruin certain suitcases because of their construction (perceived hidden/hollow spaces) and other examples exist of forced access to the contents - this happens at certain destinations and with arrivals from certain points of origin. I have experienced both types and the airlines paid for or provided replacements on every occasion.

[zebo]

I claimed from American Airlines about a damaged case and they were very prompt, though I did report it to their staf at the airport. Still have a go, try and go through both the airline and the place you purchased them. Your contract is with the shop, not the manufacturer, they should deal with it.

[decmangan]

Did you point this out at the airport. It has been know for baggage to be accidentally 'damaged' as it is being rifled!

[jack daniels]

we had a suitcase damaged in transit by the airline - we took pictures & claimed from the airline - after a while they sent us vouchers to buy another suitcase with - it was with Thomsons and they were very good about it

[dannyk13]

It is possible the baggage handlers were at fault.

[Dee Sa]

if you don't get any satisfaction contact the manufacturer yourself.
I bought a large one of the extra light case from Asda with a 10 year guarantee for £45, I t has been to Zambia via Dubai and back and its fine.