Singapore Airlines Disposing of Damaged Bag

LPaulJones4699 on 25/01/2023 - 13:50

Hi everyone

I currently have a dispute with Singapore Airlines which I would love a second opinion on

Long story short, my bag was damaged (but not unusable) on a return flight to Sydney - this bag was purchased using air miles approx 7 years ago and at the time had a value of approx $1000

I was informed to fill out all the usual forms and take photos etc and was finally told to take the bag to one of their authorised bag repair shops in the Sydney CBD

The other day Singapore airlines stated that given the bags age and original purchase price they deemed it to be obsolete and therefore wouldn’t repair/replace the bag.

I have therefore gone back to Singapore Airlines asking if I can therefore have my bag back as it was still usable. To which they told me that due to audit requirements, the airline usually retains the bag if the “offer” was accepted

I then went bag again asking what was the “offer” they are referring to (which I assume was the nothing will be done part) and quite clearly stated that said offer was certainly not accepted and once again I would like my bag back

There next email in response asked where the bag was at the moment???

I then decided before replying I would contact the bag repair company to ask if they still had it, to which they said they disposed of it on the advice of Singapore Airlines as the claim was settled

Therefore I was just wondering if anyone had any opinions on how to proceed or had something similar happen to them in the past?

Thank you in advance

Travel

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Comments

  • Benoffie on 25/01/2023 - 13:56
    +3

    Standard insurance. I received a busted antique in the post (I know, I know) and made a claim via AusPost. To fet my money, i had to let the keep it. It was 100% repairable just costly to do so. They binned it.

  • MS Paint on 25/01/2023 - 14:01
    +2

    I have no idea why, but reading your story reminded me of this piece of classic cinema.

    • jv on 25/01/2023 - 14:06
      -1

      A Tony Robbins ad ???

      • MS Paint on 25/01/2023 - 14:20
        +1

        You have ads on YouTube jv?

        • jv on 25/01/2023 - 14:22
          +1

          Yes, Turkey have blocked my IP address.

          • SF3 on 25/01/2023 - 14:26
            +5

            @jv: I guess you’ll need to wait another 10 months for Thanksgiving to clear those Turkeys.

  • SnoozeAndLose on 25/01/2023 - 14:02
    +22

    you should talk to the airline that no offer is accepted and you contacted the bag repair company they have deposed it without your agreement to settle.

    point 1 is that no offer has been offered
    point 2, since there is no offer, there won't be an agreement.

    Go back to the airline and demand to have the bag back or compensate to take away from your ownership.

    • Quantumcat on 25/01/2023 - 16:13
      +7

      Yes they've basically stolen it at this point

  • jv on 25/01/2023 - 14:09
    +5

    I was informed to fill out all the usual forms

    Did you read all the fine print before agreeing?

    • spal on 25/01/2023 - 15:06
      +4

      Valid question. Why would someone neg you, probably because it is you. Who know hidden in the fine print they may have something to say that if any time is considered hazardous to health that they will dispose it of and not handle to return it. Then, they might say a small broken edge posed a risk of injury to staff hence it was disposed off.

  • apple2016 on 25/01/2023 - 14:28
    +2

    Claim the bag had sentimental value and worth more than 5million and they better payup…

    • spal on 25/01/2023 - 15:07

      Settle for 5 million Kris Flyer points. That would sort out first class world tour for two?

      • MrThing on 25/01/2023 - 15:56

        Shame theres fuknall availability for redemption byt

  • Drakesy on 25/01/2023 - 14:35
    +3

    I don't get people who spend $1000+ on bags knowing they'll be thrown around and end up in plane holds.

    The point of a bag is to protect things inside of it, if the bag is damaged, yet the items inside are fine then it's served its purpose.

    Really people shouldn't be spending more than say $2-300 on a bag knowing this.

    But yes, after 7 years the residual value i'd imagine would be marginal at best if it's been scuffed and used.

    Still doesn't absolve SIA of disposing of it.

    • jv on 25/01/2023 - 15:19

      Still doesn't absolve SIA of disposing of it.

      It does if it was in the agreement the OP completed.

    • samp365 on 25/01/2023 - 15:31
      +3

      I don't get people who spend $200+ on bags knowing they'll be thrown around and end up in plane holds.

      The point of a bag is to protect things inside of it, if the bag is damaged, yet the items inside are fine then it's served its purpose.

      Really people shouldn't be spending more than say $100 on a bag knowing this.

      PS: Got my last 4 bags for an average of $75

      • bobbified on 25/01/2023 - 16:34
        +3

        Really people shouldn't be spending more than say $100 on a bag knowing this.

        If you travel quite light and infrequently, the $100 bags might be fine. But if you travel with 20kgs or more, I would be hesitant to use a cheap bag (often with cheap zippers) in case the seams/zippers open while it's getting thrown around by the handlers.

        The cheap bags are usually quite heavy as well so that eats into your luggage allowance. Extra baggage allowance costs extra money so you could be indirectly paying more to use a cheaper bag.

        If you calculate the cost of the luggage per trip, then the slightly more expensive bags could be worth it. For example a $100 bag might last you 4 trips ($25/trip) vs a $200 bag that might last you 10 trips ($20 trip). Having said that, there comes a price point where you're only paying for the brand.

        PS: Got my last 4 bags for an average of $75

        In 15 years, I've only had to buy two suitcases at around the $2-300 mark each. I travelled 4-5 times each year. I'm about to buy my third because the wheels of my second one are pretty much destroyed form the uneven footpaths in the asian countries.

    • treekangagaroo on 25/01/2023 - 16:00
      +1

      Looks like the bag was the costliest item not the contents that it protected in this case :)

    • 82norm on 26/01/2023 - 08:30

      Unless your a flight attendant and travelling constantly. A good quality bag will last for years. A cheap shit one, lucky get a years worth if constantly travelling.

  • djsweet on 25/01/2023 - 14:43
    +9

    So first they refused to repair your bag, and then they threw it out lol. I'd be asking for a new bag.

  • Eeples on 25/01/2023 - 14:59
    +2

    Can't you just tell them the bag is at the authorised bag fixer that they instructed you to take the bag to?

    Did you get any paper work when you dropped your bag off for fixing?

  • spal on 25/01/2023 - 15:09
    +3

    I am just wondering if business employ people to wear out complainants, hoping they will eventually go away. It is not uncommon for things to go around in circles. OP is back to the starting point as SIA is now asking where is the bag!

    • Seraphin7 on 25/01/2023 - 15:16
      +2

      There is no doubt complaints departments have these circle loops built into them. It may not be literally by design, but it is certainly meant to dissuade you from doing anything other than precisely what the company wants to do.

  • Roman Sandstorm on 25/01/2023 - 15:15
    +11

    For once we seem to have a post where people aren't automatically piling on the OP. Yay.

    And the OP seems to have done everything asked of him by the other party, and appears to have a quite legitimate grievance.

    Sadly, it is going to take some more effort by the OP to get a satisfactory resolution.

    I would document all the events thus far, including any written (email) correspondence. Apply it to a time line. Forward this to the General manager of Singapore Airlines in Australia. You will need to state what outcome you desire. Either, a) return of you bag, plus repair/compensation, or b) overall compensation of some level.

    It appears SA have acknowledged they damaged the bag in the first place. So you are off to a good start. Even so, they are correct in saying that it no longer worth the initial $1000. But it is not worthless. And it was not worthless prior to them damaging it. You may well have continued to get much use out of such an expensive bag for another 10-20 years.

    *I** would claim in the region of $500-$600 for total loss, or return of the bag + $200 for repair.

    If SA do not respond favourably, ask your local Fair Trading (NSW?). I think NSW has a Small Claims court to deal with just this sort of thing. But I imagine SA would offer compensation long before it went there. This is exactly the sort of thing that a magistrate would rule against them. (Plus it would cost them waaaay over $600 or so to even appear in court.)

    Even so, better it doesn't go that far.

    Remain calm, patient, document everything. If what you have said is accurate you should win out in the end.

    • brendanm on 25/01/2023 - 17:13
      +5

      For once we seem to have a post where people aren't automatically piling on the OP. Yay.

      That's because the op isn't a moron for once.

  • dogboy on 25/01/2023 - 15:28
    +7

    I think that is absolute BS mate. I would be fighting for them to provide you a new replacement bag equal to your original one. Not sure if the ombudsman can help but I would fight tooth and nail for this even if the bag was worth $50.

  • Nugs on 25/01/2023 - 15:50
    +4

    go and let their tyres down
    .

  • AustriaBargain on 25/01/2023 - 16:42
    -6

    Maybe they just didn't believe that someone with such bad spelling and grammar really owned a $1,000 bag.

  • GourmetFoodie on 25/01/2023 - 19:27
    +2

    Wow. They threw your bag away. Wtf! I can’t understand them perhaps refusing to repair but wth! I think I’d start a formal compliant process and you might not get a replacement bag but at least gift card or points?! That’s what I’d be angling for.

  • PaulJones4699 on 25/01/2023 - 19:37
    +8

    Hi everyone

    Thank you for all the responses

    I contacted NSW Fair Trading and they told me to start with a “Letter of Demand” - failing that NCAT and the small claims court would be the next steps

    Let’s see what they reply with fingercrossed

    Thanks again!

    • [Deactivated] on 25/01/2023 - 20:10
      +2

      LOL

      It's unbelievable that the airline advised the luggage repairer to dispose of your bag.

    • SnoozeAndLose on 25/01/2023 - 20:25

      should you start with a Letter of demand and then Fair trading then NCAT then small Claims?

    • Motek Benzona on 26/01/2023 - 08:35
      +3

      If it's the same as Queensland you need to get them to acknowledge the debt as well as sending the letter of demand which means all they have to do is refuse to pay the amount you set out in the letter of demand Or offer you a smaller amount or tell you to go to your insurers to claim the amount and they have acknowledged the debt

      I had to take jetstar to QCAT And that's exactly what I had to do, get them to say they would not pay the debt 1st and that counts as acknowledgement of an amount.

      They ended up paying me almost 5k

      • movieman on 30/01/2023 - 12:44

        That sounds like a great outcome.

        Was this bag related also?

        • Motek Benzona on 30/01/2023 - 13:13
          +1

          and a whole lot more, delays, lies, lost luggage, passports being held.. it was a nasty story but i beat the turds good.

    • Hirolol on 28/01/2023 - 22:00

      Ok
      Please let us know the outcome

  • Sinnerator on 26/01/2023 - 08:28

    NCAT $54 for a $10,000 claim, don't use lube, make them cry

  • Webber000 on 26/01/2023 - 16:30
    +4

    Make sure you inform them that while it may have been 7 years old you have not used it for 2 of those years due to covid, so it was a 5 year old bag that was only used 5 times (once a year) and cost $1000 so was a quality bag that had plenty more life in it. Hopefully you have a photo from before they damaged it - and if it wasn't damaged before it really doesn't matter if it was brand new or 5 years old - they damaged it so need to make this right. If you are not happy with their next reply then ask for a manager to review it and call you back and state you would also like their CEO's contact details so you can escalate it (they won't want to so may make a better offer).
    Regardless of above, I agree with everyone else saying you were crazy to spend $1000 on a bag but the situation is the same even if it was a $300 bag they damaged and threw away!

    • eciuj on 30/01/2023 - 13:06
      +1

      Great point. Do they have images of the bag before you checked it in? How do they know the condition of the bag before they damaged it? It could have been seldom used and in pristine condition, and still be worth a fair bit. A 7 year old Corolla used for daily Uber duties might be pretty beat up and devalued, but 7 year old Corolla used once a week for local trip to the RSL could still be mint.

  • Hirolol on 28/01/2023 - 22:00
    +1

    Keep us updated how you go mate.
    Keen to know the outcome

  • sockpuppy on 29/01/2023 - 00:57

    Surely it is the repair company that is at fault. It is your property not kris , if kris decided they won’t pay for the repair that is an issue, but that doesnt mean the bag stopped being yours. You could have decided to pay for repair yourself or get the bag back and use it to store your collection of beany babies. I bet the bag repair company has some fine print that allows them to do anything they want for any reason. My wife’s 10 year old samsonite wheels got ripped off and we got 1/2 of the cost of the equivalent new samsonite from JAL.

  • kiitos on 30/01/2023 - 11:26
    +2

    Sounds like poor communication between Singapore and the luggage place. Frustrating.

  • gordoncra on 08/02/2023 - 09:35

    You are a consumer. Singapore Airlines (in Australia) is required to provide you with a service that is fit for purpose. That is called the Consumer Guarantee (in Australian law). Damaging your bag is a breach of the Consumer Guarantee.
    Take it to QCAT under sub-section 12(4)(b) of the QCAT Act - http://www6.austlii.edu.au/cgi-bin/viewdoc/au/legis/qld/cons…
    "for a claim arising out of a contract between a consumer and a trader"
    But watch out that the Adjudicator knows what he or she is doing, and doesn't fob you off, see https://QCAT.Review

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