During a recent travel from Toronto to San Francisco, Air Canada smashed my Rimowa suitcase. I was told by the airline to ship the bag to a Texas repair agent. Despite not having a contract with Rimowa and without product knowledge for this brand, the agent deemed the luggage irreparable.Christopher Elliott, the Troubleshooter for Travel
After I rejected their offer of a selection of subpar replacement bags, Air Canada just issued me a $230 cheque as suggested compensation. My Rimowa bag, which I purchased for about $1,000, was of a lifetime-quality. Therefore, I don’t think either of these options is appropriate.
I’ve called Air Canada several times without result. Using the contact details on your website, I have sent an email to the CEO escalating my complaint. I have not heard back. I want Air Canada to either reimburse me for the luggage or send it to an authorized Rimowa repair shop and cover the cost of repairs. Are you able to assist?
Boyle, Donna Wells, Portola Valley
Your luggage should have been handled carefully by Air Canada. Additionally, the airline ought to have covered the cost of a replacement or repair right away if your checked luggage was damaged while in its care. Air Canada’s maximum responsibility under the Montreal Convention, which regulates foreign flights, is $3,800, which is far more than what you were saying.
I must mention checking $1,000 worth of high-end designer bags before I discuss what went wrong. I was standing in front of a five-star hotel in Barbados when I recently noticed this. (My stay there wasn’t that costly.) Even on a private flight, another guest’s Italian luxury luggage was too big to be checked. It was just for show.
Elliott bases his baggage design on the concepts of inconspicuousness and durability. You received a high durability score. After many years and thousands of miles of commercial flight travel, you claimed that your checked bag, which was composed of durable plastic, was in fine condition. However, expensive Rimowa luggage is a bit ostentatious, and you also want your checked bag to withstand the stresses of travel without drawing too much attention. You were fortunate that it wasn’t taken.
Air Canada is not exempt from this. You paid a charge to have your stuff transported, and it accepted it. I don’t think you should assume responsibility for your luggage by sending it to someone who doesn’t know how to mend Rimowa luggage.
Unfortunately, you no longer have the receipt for the bag you purchased more than ten years ago. I could determine the precise year of purchase from the bag’s serial number. It is undoubtedly past the five-year warranty that was in effect at the time. (I think a lifetime warranty is now included with the bags.)
You followed all the right processes, as evidenced by the superb document trail you kept between yourself and Air Canada. However, this is where everything started to go awry. As previously stated, you do not have a receipt for your well-worn luggage. When you ask for a replacement, Air Canada may request documentation of your purchase. You might not receive the entire amount if you don’t have it. Additionally, there is considerable depreciation due to the bag’s age.
It appears that you brought this up with one of the Air Canada management contacts that I list on my consumer advocacy website, Elliott.org. Additionally, it appears that Air Canada chose not to reply. Bad. I requested that your luggage claim be reviewed by Air Canada. According to Air Canada, a second $270 check will be sent to you following additional review. With the two checks, your total compensation is $500.
Although you told me that they still owe me extra, I’m going to end this now.
The charity organization Elliott Advocacy, which assists consumers in resolving their issues, was founded by Christopher Elliott. You may reach him at elliottadvocacy.org/help/ or send him an email at [email protected].(c) 2024 Christopher Elliott King Features Syndicate, Inc. is the distributor.
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