Recourse for damaged suitcase?

[greeneyedchick]

We arrived in Sanford 2 days ago on Allegiant. When we took our suitcase off of the baggage carousel, there was a yellow ticket on it indicating damage. Our suitcase now has an 8" tear in the soft-sided luggage (that wasn't there when we checked it). I know these things happen, but what really upset me was that there was a spot for the passenger's signature that said that the passenger was acknowledging that they were not holding Allegiant accountable for the damage and it was already SIGNED. Obviously, neither my husband nor I had signed it. The signature is illegible.

I couldn't find anyone assigned to baggage, so I went to customer service. They sent me to the baggage check-in line for Allegiant. The woman at the counter said that there were no notes in the computer about the luggage being damaged when we checked it. She gave me a number to call. That number had a recording saying that Allegiant was unavailable, no option to leave a message. It directed me to the main Allegiant line. I called them and they told me to go to their website and submit a ticket. I did so and haven't heard anything. This was a 30" high-end suitcase. Has anyone had success in getting Allegiant to pay for the damage? I did buy the tickets with my Amex card. It's the kind that doesn't have an annual fee, so I don't know if I have any coverage from them.

If anyone has any advice on how to pursue this or if it's a lost cause and I should just save my time, please let me know. Thank you.

 

[EACarlson]

A DOT complaint is probably the only way you're going to get them to talk to you about it. https://www.transportation.gov/airconsumer/file-consumer-complaint
I would expect that Allegiant will try very hard to not have to pay anything. With some legacy airlines, they give you a new suitcase on the spot.
What is the brand and model of the luggage? You may be able to claim with the warranty from the manufacturer. If you have travel insurance it might be covered. My travel insurance policy covers the damaged suitcase for up to $200. What AMEX card did you use? It might have some coverage.

 

[Lewisc]

https://www.allegiantair.com/deals//customer-request-assistance/

File an online claim. Damaged baggage is an option. Probably a waste of time.
What brand luggage

 

[reddog21]

Accept the loss and move on unless it's a high-end piece of luggage; otherwise, you've likely spent more time and effort than it's worth.

 

[greeneyedchick]

A DOT complaint is probably the only way you're going to get them to talk to you about it. https://www.transportation.gov/airconsumer/file-consumer-complaint
I would expect that Allegiant will try very hard to not have to pay anything. With some legacy airlines, they give you a new suitcase on the spot.
What is the brand and model of the luggage? You may be able to claim with the warranty from the manufacturer. If you have travel insurance it might be covered. My travel insurance policy covers the damaged suitcase for up to $200. What AMEX card did you use? It might have some coverage.

Thank you. I'll look into it. It's Atlantic luggage. I'm not sure of the model. I'd have to look back through my receipts.

 

[EACarlson]

Thank you. I'll look into it. It's Atlantic luggage. I'm not sure of the model. I'd have to look back through my receipts.

In looking into it. Atlantic is the budget line made by TravelPro. Their warranty specifically calls out that airline damage is not covered. Price point I saw was $150-200. I'd file the claim through the airline at the link @Lewisc posted. Then after 30 days I'd file the DOT Complaint. Then I'd probably go out and buy a new bag if you don't get anything from either of those.

 

[greeneyedchick]

https://www.allegiantair.com/deals//customer-request-assistance/

File an online claim. Damaged baggage is an option. Probably a waste of time.
What brand luggage

I did that. Didn't hear anything. It was Atlantic luggage but it was bought before TravelPro owned Atlantic. At the time, it was higher-end. They don't make the same suitcase style anymore. It was heavy-duty and well made. It had 4 wheels, but it was not a spinner style. I found one for sale on ebay, but there was no way to ship it.

I'm honestly more upset about them forging my signature on the baggage claim ticket releasing them of liability, than I am about the money. I'm also a little salty because I don't like the newer spinner style luggage and feel that the newer luggage is not made as well.

 

[_19disnA]

Some of these shoe-string airlines like Allegiant really have no 'customer service' or their main role is to give you the runaround when you have issues. I think they make it as difficult as possible to deal with them when you have any sort of problem. Doubt you will ever hear from them about your 'claim'. Probably one of the reasons I would never fly with them.

 

[Lewisc]

The airline is only liable for the depreciated value of the bag. A refund of the checked baggage fee, if offered, is likely to be higher.

You like the bag. You don't want a spinner. Check with a.luggage repair shop. Maybe it can be sewn.

Atlantic luggage, in its day, was sold at stores like Macy's. It was sold discounted 50-70% off. I owned some. It was a mid level bag. The bags where OK when the weight limit was 70#. The bags were heavy empty
The large bag was over 65".

Real airlines would have given you a replacement bag on the spot.

Edited to add your claim and DOT complaint is on principle. The depreciated value of your luggage might be.$10 or less

 

[greeneyedchick]

Some of these shoe-string airlines like Allegiant really have no 'customer service' or their main role is to give you the runaround when you have issues. I think they make it as difficult as possible to deal with them when you have any sort of problem. Doubt you will ever hear from them about your 'claim'. Probably one of the reasons I would never fly with them.

That's true. I have saved more money flying Allegiant that the cost of the bag. The reason I keep using them (besides price) is that they are a lot closer to my house than Orlando airport.

 

[greeneyedchick]

The airline is only liable for the depreciated value of the bag. A refund of the checked baggage fee, if offered, is likely to be higher.

You like the bag. You don't want a spinner. Check with a.luggage repair shop. Maybe it can be sewn.

Atlantic luggage, in its day, was sold at stores like Macy's. It was sold discounted 50-70% off. I owned some. It was a mid level bag. The bags where OK when the weight limit was 70#. The bags were heavy empty
The large bag was over 65".

Real airlines would have given you a replacement bag on the spot.

Edited to add your claim and DOT complaint is on principle. The depreciated value of your luggage might be.$10 or less

You're right. It is about the principle in this case. Since there's no way I'm going to change the behavior of a huge corporation, it's a waste of my time. I did get the suitcase at Macy's and I like your idea of seeing if someone could just repair it. I don't usually use the suitcase due to it's size and weight. It's not worth me replacing it for that reason, but it is good in the situations where I'm moving my kid in and out of his dorm from half way across the country.

 

[Lewisc]

is good in the situations where I'm moving my kid in and out of his dorm from half way across the country.

Duck tape might work.