Smashed luggage - advice

Hi All,

I only seem to post when I have a whinge, so apologies. I suppose it is the old addage that you only notice the bad things(although I did write a letter to Virgin commending one of their cabin crew recently, so I am not completely grumpy).

Anyway, coming back from MCO a couple of weeks ago we treated ourselves to PE for the first time.

Landed at LGW and found one of our cases smashed - hard shell.

These things happen, BUT it is sod's law that we had recently bought an expensive (and I mean expensive) SET of luggage. We have joked that they are far too nice to be used and we would not be ashamed of using them if we ever got to use UC (chance would be a fine thing !).

Samsonite have said the case is irrepairable. Snag is they don't make this one anymore. They have claimed that they will supply the 'silver' one instead of the 'black'.

I have 2 issues.

1) I bought a 'set' and don't really want a checkerboard effect with my luggage - if a shoe is lost, would another one be offered which was not the same, or would the pair be replaced ?

2) The 'silver' one offered is the 'Crusair' according to Samsonite. Looking at their website, this is nothing like my case(s). The nearest, looking at the pictures, is the top of the range 'Hommage' (looks like only the front badge is slightly different).

I have written a letter to Virgin, but am I unreasonable expecting a 'set' of comparable standard. I am not looking to 'make a fast buck' as they can take my existing cases away if they want.

What would you seasoned travellers do?

Thanks
Keith

PS many discussions on Companion Flights - Will be using one for next Summer. I agree with most posts that this is the only time these are worth it - when the base prices are very high. Still, 2A in PE to MCO is £1,400. Using M+M for the child fare it is less than £2k for all of us return - not bad.

[mitchja]

Did you report this to the VS baggage staff at LGW?

Full details of what to do can be found here

VS will only replace what was damaged with a suitable alternative so dont expect a new set of luggage.

Regards

Agree that unfortunately you cannot expect an exact replacement. Some airlines try and wriggle out of their responsibilities altogether (Delta).

In my experience, the easiest aproach is to show damage at the airport and either get them to replace it there and then or ask for one to be shipped.

Have you tried eBay or elsewhere for an exact replacement ?

An alternative would be to locate one, and submit the cost to the airline.

I did report the damage as soon as I picked up the luggage at baggage reclaim.

I was given a reference and Samsonite picked up the case within a couple of days - I thought that was very good.

Samsonite have said they are constrained by what Virgin say i.e. one case damaged = one case repaired / replaced.

I am awaiting a response from my letter to Virgin.

Keith

I reported mine at LHR when it came out tattered and got a letter from VS not too soon after saying I could replace upto the value of £130 (i think). Was flying upper so not sure that makes much of a difference.

[HighFlyer]

I had the original Crusair luggage, still have a Silver one in the garage now. They are darn gorgeous cases but break very easily. When i was using them all the time i had put in more than a handful of claims with VS baggage, usually for broken wheels or cracked cases. I arrived at the conclusion that it wasnt just careless bag handlers but that the design was flawed, i use the soft side Samsonite bags now.

Also, the locks on those Cruisair cases seem to get broken by TSA on every trip too.

I always received a replacement Cruisair or had a full repair. Sometimes my case had been on its first trip when it had broken, and i always had the reciepts so i never had an issue. VS used to send a Samsonite rep to collect the bag and they would courier out a replacement. They still do this now as i had a bag broken on the way to MCO in September.

Now ... i dont buy the very expensive and beautiful cases. Soft sided Samsonite please, still top notch quality but a lot more durable, they also look better for longer and are a lot cheaper. Back that up with good travel insurance (and a spare case in the garage) and it lessens the worry.

Thanks,
Sarah

I agree, the best looking cases I had, were expensive and fragile, the wheels got broken off all of them. Now it's back to hard plastic cases that are not likely to shatter or have wheels ripped off.

[fozzyo]

I would love one of the Japanese cases ... the ones that come in cow print or camo print - can't decide which. But I would be too paranoid having such an expensive case, and they have the wheels that stick out so I would expect them to get snapped off before long.

My luggage is usually my very well travelled large rucksack or a smallish wheely case I bought a few years back.

Hope this gets sorted out for you ok.

I went through a phase of destroying suitcases every time I travelled. I didnt think I was buying especially cheap bags - brands like Antler and so on are reputed to be in the same league as Samsonite.
I finally had enough, and invested in some Travelpro luggage. It's not as pretty as the Samsonites of this world, but it's got a great reputation, and I've yet to damage it more than tearing off a tag from the outside. They have a lifetime warranty. If you shop around, you can often find good deals. I got a matching set of 3 bags (two wheely cases - one cabin sized and one massive one you could send the kids in, and a "tote") for less than the price of the big wheely case if you bought it separately, from this website, where they seem to have offers on most of the time.. http://www.justsportandleisure.com/Offers.asp?OID=22 (And no, I dont work for them!)

[Decker]

Second the TravelPro recommendation. Not had one break yet... I actually brought a full size computer back in one when visiting our Philly office once...

It's not quite as theftproof-inconspicuous under-the-radar as previous suggestions, but there's always Briggs & Riley. From their website:

'If your Briggs & Riley bag is ever broken or damaged, even if it was caused by an airline, we will repair it free of charge. Simple as that!' They mean it, too. No hassle. Look here for their complete listing: Briggs website

I've gotten B&R for family members, but I use RedOxx - made by military riggers, they're indestructible! I haven't needed to get either my Air Boss or my Gator repaired yet [y](I hope that didn't tempt fate) [oo][:w][oo]RedOxx

Tuttos are also recommended, but haven't used one, or given one out. Eagle Creek's also pretty sturdy; I switched from EC to Red Oxx, and I never had a problem with it. I just needed features EC didn't have, or I wouldn't have switched.

Forget Hartmann. It says 'steal me' all over it.

[Scrooge]

Well I like how this thread has morphed into a luggage thread in general, let me throw my hat...or suitcase...into the ring by saying that the Kenneth Cole Reaction line of suitcases are very good.

I couldn't find them on the Kenneth Cole website but did find them here

Ok Ill throw my bit in here and tell you the best bags I have ever had are my set of "Swiss Army knife" luggage. Very well made to be very honest.

sorry here is the link - http://www.swissarmy.com/TravelGear/def ... ravelgear&