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  • BA Flyer IHG Stayer 2,395 posts

    BA managed to shread two wheels off my case and have opened up a ticket for them to do whatever it is they do.

    Anyone have any experience of dealing with this company and how they go about either replacing the case or repairing it?

    Scottpat78 241 posts

    I’ve had a few cases damaged in transit. One in the US upon landing and a couple after landing in the UK.

    All painless – the US one saw a new case that I picked from a web site delivered to my hotel in a couple
    Of days. The UK instances resulted in replacement cases sent to my home address.

    Key is to see a service rep at the airport and let them confirm the damage. Once you get a reference number it seems to be a decent service (in my experience anyway).

    can 506 posts

    I am still using my K2 suitcase that I got many years ago after it was sent to me by an airline. But it is true, complain to luggage handling office to get it documented.

    AFKAE 150 posts

    I had a Samsonite spinner case with a broken hinge-within warranty period.

    K2 are their appointed repair agents. You arrange to have it collected using their portal.

    Prompt repair and no charge.

    I’m a satisfied customer.

    BA Flyer IHG Stayer 2,395 posts

    Thanks.

    It was all documented at Gatters and I have a reference number etc and the BA agent saw the damage.

    Lady London 2,185 posts

    I have used K2 for many years now on several occasions. Many airlines contract with them. I’ve tended to go visit them in Maidenhead at their repair premises where they will advise and repair (or replace) very well.

    They will also do handbag repairs and similar quite apart from anything you might bring them that’s been damaged by an airline.

    Very, very happy with them.

    redlilly 118 posts

    +1 as satisfied customer. Had 2 no. Briggs and Riley cases smashed about. 1 on a trip with Iberia to Sao Paulo via Madrid, where they must have dropped it from the belly of the plane – the case was completely screwed, and another ob another Briggs and Riley case on a flight from Boston to Heathrow with BA.

    The first time, I dropped the case at k2 Maidenhead HQ, the second time they collected and dropped back. Great service, great tracking, and good comms. All in all, very satisfied.

    Lady London 2,185 posts

    Wow! Iberia must really have been trying, in order to have been able to damage a Briggs & Riley suitcase especially if it was Baseline.

    Luca M 391 posts

    I had more than one dealing with them (once via Emirates and twice with BA). I would say that if your case can be repaired, then it is fine, as they are authorised repair agents for many brands so have access to original parts etc. However, if it cannot be repaired, and you have a fairly expensive case but considered “depreciated”, then what they offer may not be great. They have their own brands of luggages (which is ok, but not excellent, mine kept getting dented) or can source for you some brands like Samsonite and few others, but here comes the problem: they will only replace to the value the airline has authorised based on their “depreciation” report or pay you compensation to an even less amount. So let’s say you had a £300 case (with receipt etc), but it it was 2 years old, K2 will value that at £170 and will agreed to source a replacement with you by identifying the model on the manufacturer website. Now the trick is they work on full price only value, so even if by chance, your original case is now £170 on special offer/sale on the manufacturer website, they cannot buy that for you at that price and won’t give you the £170 for you to buy it yourself.. very frustrating.

    Lady London 2,185 posts

    Yes they are bound by the various policies of airlines and suitcase manufacturers.

    But time and time again for me, they’ve represented the best case for me to the airline or baggage manufacturer and got me authorisation for better than I expected.

    If you’re worried about anything not brand new being given too low a value then most insurance policies are considerably worse.

    redlilly 118 posts

    Wow! Iberia must really have been trying, in order to have been able to damage a Briggs & Riley suitcase especially if it was Baseline.

    These were my thoughts exactly when I picked the damaged bag up from the baggage belt in SP. The bag had two missing corner stiffeners, damaged zips and a wheel about to fall off. I have no idea what they did to it. It is a Baseline bag, and K2 fixed it really well.

    Luca M 391 posts

    If you’re worried about anything not brand new being given too low a value then most insurance policies are considerably worse.

    Funny you said that as on one occasion, I ended up making a claim on my HSBC Premier Travel Insurance for the difference between what I ended up getting as a cash settlement offer from the airline, and the value of a brand new case of similar quality. Even with the £50 excess I ended up buying much better cases than the one I would have received via K2.

    Lady London 2,185 posts

    If you’re worried about anything not brand new being given too low a value then most insurance policies are considerably worse.

    Funny you said that as on one occasion, I ended up making a claim on my HSBC Premier Travel Insurance for the difference between what I ended up getting as a cash settlement offer from the airline, and the value of a brand new case of similar quality. Even with the £50 excess I ended up buying much better cases than the one I would have received via K2.

    Hey Luca that would be so if the insurance policy you were able to claim on had ‘new for old’ cover. That’s mostly not the case. Some policies, and some suitcase manufacturers, will completely replace or pay the full value of a suitcase or other stuff, if it’s been purchased very recently, but after that it’s worth very little. Even if you spent a lot of money on it, it was still in excellent condition, a ‘designer’ brand, hardly used etc, you can be SOL as most insurance will put it at a low valuation a very short time after purchase.

    BA Flyer IHG Stayer 2,395 posts

    After not hearing from them for a week I sent them an email on Monday evening.

    Got a response yesterday afternoon asking various questions including about the size and cost etc.

    Sent them the info needed Ams photos of the damage as well as of a price label from TK Maxx I’d taken coincidently taken yesterday morning of the same case (because I thought I might need to buy a case for a trip next week)

    They replied this morning offering a selection of 3 hard shell and 3 soft sides. A quick look at the links and comparing them to my old model I made my choice and replies.

    Then a few minutes later a response saying it’s on the way,

    Very happy with the whole process so far as some posts on flyer talk seem to have all sorts of problems with them including low balling valuations whereas in my situation the new case costs more than the old!

    BA Flyer IHG Stayer 2,395 posts

    Just to round this off for completness the new case arrived today.

    Should have neen yesterday but the delivery guy came over an hour earlier than the estimated time so I wasn’t available to accept it!

    Case looks to be of good quality branded as ‘K2 Global’ on the badge.

    It is a little smaller than my damaged case but I can live with that.

    More than happy with the whole process but I guess mine was a simple one to deal with.

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