Has Anyone Dealt With Damaged Luggage?

[CamColt]

We cruised last week and when we retrieved our luggage Saturday morning the handle was broken off on one end. This was only the second trip we have used this bag for and it was in excellent condition. Now it really can't be used at all. Has anyone had an experience like this? Is it worth checking into trip insurance to see if it's covered or are we just out of luck?

I'm thinking we have no proof, and we don't even have receipts anymore so there is probably nothing that we can do but I'm just wondering if anyone has had a similar experience, and hopefully a success story.

**Edited to add, I just dug out the email we got from the insurance and it looks like they may cover 75% of the cost without a receipt. I guess the bottom line is we have to call and find out. But I'd still love to hear if anyone dealt with this before?

 

[jdb in AZ]

We cruised last week and when we retrieved our luggage Saturday morning the handle was broken off on one end. This was only the second trip we have used this bag for and it was in excellent condition. Now it really can't be used at all. Has anyone had an experience like this? Is it worth checking into trip insurance to see if it's covered or are we just out of luck?

I'm thinking we have no proof, and we don't even have receipts anymore so there is probably nothing that we can do but I'm just wondering if anyone has had a similar experience, and hopefully a success story.

**Edited to add, I just dug out the email we got from the insurance and it looks like they may cover 75% of the cost without a receipt. I guess the bottom line is we have to call and find out. But I'd still love to hear if anyone dealt with this before?

My luggage was damaged on a pre-cruise flight to MCO. There was one plane change along the way, so we had no idea which airport baggage handlers were responsible. That was the first/only time I had used that suitcase. Soft-sided-luggage and the inside frame was badly bent. When we got home after the cruise, I took the suitcase to a good luggage repair place and they reported the damage to the maker. Samsonite replaced it for free. One-time offer, greatly appreciated. The new bag didn't last as long as other bags we've had, so I have since reverted to hard-side luggage.

Anyway, if your insurance doesn't come through, you might have better luck with the manufacturer.

 

[CamColt]

My luggage was damaged on a pre-cruise flight to MCO. There was one plane change along the way, so we had no idea which airport baggage handlers were responsible. That was the first/only time I had used that suitcase. Soft-sided-luggage and the inside frame was badly bent. When we got home after the cruise, I took the suitcase to a good luggage repair place and they reported the damage to the maker. Samsonite replaced it for free. One-time offer, greatly appreciated. The new bag didn't last as long as other bags we've had, so I have since reverted to hard-side luggage.

Anyway, if your insurance doesn't come through, you might have better luck with the manufacturer.

What a great idea! I never would have thought of that. Thanks!

 

[apathetic]

We had a suitcase damaged after dropping with DCL curbside. We took it to guest services which offered to fix it. The 'fix' was temporary (super glue), of course, and we just threw the bag away when we got home. They wouldn't replace it or compensate. They pretty much take the airline approach of "you can't prove it wasn't already broken." Of course you can't prove it, why would you have evidence of a perfectly fine bag?

 

[PrincessShmoo]

We had a suitcase damaged after dropping with DCL curbside. We took it to guest services which offered to fix it. The 'fix' was temporary (super glue), of course, and we just threw the bag away when we got home. They wouldn't replace it or compensate. They pretty much take the airline approach of "you can't prove it wasn't already broken." Of course you can't prove it, why would you have evidence of a perfectly fine bag?

I knew there was a reason I always take a picture of our bags before we leave the house.

 

[Cackyschmackers]

We cruised last week and when we retrieved our luggage Saturday morning the handle was broken off on one end. This was only the second trip we have used this bag for and it was in excellent condition. Now it really can't be used at all. Has anyone had an experience like this? Is it worth checking into trip insurance to see if it's covered or are we just out of luck?

I'm thinking we have no proof, and we don't even have receipts anymore so there is probably nothing that we can do but I'm just wondering if anyone has had a similar experience, and hopefully a success story.

**Edited to add, I just dug out the email we got from the insurance and it looks like they may cover 75% of the cost without a receipt. I guess the bottom line is we have to call and find out. But I'd still love to hear if anyone dealt with this before?

Yes, on one of our cruises my daughter's rolling luggage was broken by the handlers at the Disney Cruise Line Port Terminal upon debarkation. I took a picture of it, and when we were still in the cruise terminal I called Disney Cruise Line. They said when I got back home just to send them proof of purchase, which I had since I purchased it online (actually from the Disney Store). They refunded the entire amount. I know it's too late for you to prove where it was damaged but for anyone else reading this. I think a date stamped photo at the time and a phone call to DCL is a good idea. Worked for us, and we didn't have to go through our insurance.

 

[sweetpee_1993]

I debate the whole luggage thing all the time. Between airline & port baggage handling, suitcases get destroyed. Do I keep buying cheap stuff that's expendable or invest in something super sturdy like Pelican?

 

[lizabu]

I debate the whole luggage thing all the time. Between airline & port baggage handling, suitcases get destroyed. Do I keep buying cheap stuff that's expendable or invest in something super sturdy like Pelican?

I would go with something sturdy because you don't want to lose the stuff inside. I used to have soft side luggage but airlines are too rough. The ripped the handles completely off. Now I always use hard side. I have some scratches but all in one piece after multiple trips.

 

[elvispursley]

After spending hours upon hours of reading reviews on hard-sided luggage before we bought ours, we finally were comfortable with the luggage we bought. That is until we'd used it for about the 3rd trip when alaska airlines somehow managed to dent the very corner of the luggage (which is supposedly the hardest part of the this suitcase). We immediately went to there baggage claim department and showed them the damage. They didn't replace the bag but we got $150 future flight voucher (which was fine with us since we are frequent fliers with them). I'll have to remember the tip about the timed-stamped picture and calling DCL if we have any issues on our upcoming cruise!

 

[Pens Fan]

I debate the whole luggage thing all the time. Between airline & port baggage handling, suitcases get destroyed. Do I keep buying cheap stuff that's expendable or invest in something super sturdy like Pelican?

We are Eagle Creek fans. My husband travels all over the world for his job. His suitcases don't look too pretty any more, but they sure do hold up to the abuse the airlines dish out. Plus they have a great "No matter what" warranty. He gets asked all the time at airports what brand his bag is. It's obvious to look at it that's it got tons of miles on it, but it's still rolling, wheels and handles intact.

 

[Plaid Princess]

I debate the whole luggage thing all the time. Between airline & port baggage handling, suitcases get destroyed. Do I keep buying cheap stuff that's expendable or invest in something super sturdy like Pelican?

I work for an airline, and I never spend more than about $50 on a large suitcase. They whole luggage process just trashes them, and most of the damage is done by the endless highway of baggage belts.

That being said, if you were going to invest in a more expensive piece, I would recommend Rimowa. Their bags last, and they have a great warranty.

Insiders track: baggage handlers hate Pelican Cases. They're heavy, bulky, and awkward to move. As such, they are usually the last to be loaded because no once wants to deal with them. Percentage of loss is much higher on pelican cases than any other suitcase because they get left behind.

 

[SteveMP]

I knew there was a reason I always take a picture of our bags before we leave the house.

Good idea, may start doing this.

 

[CamColt]

Great info everyone. Thanks!

 

[WestFamily]

We have two giant suitcases and a small carry on from Atlantic, which I think is part of TravelPro now, and they have lasted 12 years, half of which were filled with grueling work travel. Every cheap bag we've had lasted about 6 trips, including one that had a wheel break on DCL trip. They sadly couldn't fix it but they tried. I think they offered $25. At least they did something.

If you're looking for luggage try Atlantic, we got ours from Ross. Thats my 2 cents.

 

[PrincessShmoo]

Good idea, may start doing this.

Actually, I think I started doing it when one of our bags went missing (for a time) on one trip. I take a picture of each suitcase open and packed. And then a picture of all of them closed up and ready to go (with luggage straps and identifying markers visible.

 

[bumbershoot]

They pretty much take the airline approach of "you can't prove it wasn't already broken." Of course you can't prove it, why would you have evidence of a perfectly fine bag?

Fwiw that wasn't the attitude of the airline when we've had damaged luggage. Delta somehow flat out cracked our hard sided bag. Dh took it right into the office there at the SeaTac baggage carousel. They took a look and went to their back room and wheeled out a brand new tags on hard sides case that was the brand their employees use. Just handed it right over. Easy.

 

[sunshine1259]

Wow, I've had a completely different experience. I had luggage damaged by Royal Caribbean CL with the standard "Complete this paperwork and we will reimburse you" spiel. Well, in the meantime, we had another cruise on Disney CL. Our room steward noticed the broken handle and was very distressed thinking that they had done the damage. We told them, no, it was done before we arrive. Well, he said to go ahead and empty it and he will see that it was fixed. We told him that wasn't necessary, but he insisted and said there would be no charge for it. So, well okay. When he brought it back, it was like new. To this day, I couldn't tell which bag was damaged, it was done that well. I guess we were pretty lucky and just assume this was just more Disney magic and pixie dust.

 

[lorimay]

We had a suitcase damaged after dropping with DCL curbside. We took it to guest services which offered to fix it. The 'fix' was temporary (super glue), of course, and we just threw the bag away when we got home. They wouldn't replace it or compensate. They pretty much take the airline approach of "you can't prove it wasn't already broken." Of course you can't prove it, why would you have evidence of a perfectly fine bag?

We had a bag damaged at airport, but we needed to bring it on board of course. The room host knocked when he brought us the bag and told us to give it to him after we unpacked. He took the bag and someone repaired it for us so we could get back home at least. But the did a really good job, it was the sewn in handle part, we were surprised at the way they fixed it. Someone who really knew what they were doing.

It was so nice of them to go out of their way and take the time to fix it as I'm sure they all are so busy.
We gave the room host a tip and also put a tip in an envelope for whoever had fixed it and ask him to please pass it on to the person.

 

[jiminyC_fan]

One of our suitcases was delivered to our stateroom damaged years ago on DCL. We thought for sure it was beyond repair. We contacted customer service about it and they picked it up and repaired it during our sailing. You couldn't even tell that anything happened. Very impressed with DCL.

 

[hamm1207]

We usually keep one semi-cheap big suitcase around (about $50) and we only use it every once in a while. Our carry on luggage (for the planes) are luggage works stealth bags. Yes, they're expensive, but the inside frame is made of metal, and they will replace parts and rebuild the bag. We've had our current ones for 12 years now, and they're still in good condition--one has some fabric that's starting to fray. Note: We use these at least once a month.