Missing The Wheel Luggage on Malaysia Airlines

joannatan on 09/07/2019 - 22:14

Hi There

My husband just back from overseas business trip, when he arrived at home , just realized one of his luggage missing the wheel, so he contacted Malaysia Airlines Sydney Baggage handling, was told to sent email, then after sent picture and details.

The email was replied by Malaysia Airlines:
"We read your feedback with concern and regret to hear of your unpleasant experience when your bag was damaged upon arrival in Sydney. We take every effort to ensure passenger’s baggage is handled with care, reaching the final destination according to schedule and in good condition. Unfortunately there are times when this is not possible due to circumstance that are beyond our control, especially when it involved international flights where baggage handlers consisted of different agency or organization, although the contract is with the airlines.

We truly understand your disappointment over this incident but airlines are governed by industry operating guidelines that set the limits of liability for baggage compensation. In this regards, kindly be advised that Malaysia Airlines does not accept claims for damage due to normal wear and tear (missing or damaged straps, scratches, nicks, wheels, locks, zipper damage, scuffs, dents, soiling, feet, clips or exterior tube handles) or manufacturer's defects. We are not liable for damage resulting from the inherent defect, quality or vice of the baggage.

We noticed that the damage of your baggage involved the missing of one wheel, thus it is classified as a ‘wear and tear’ damage. We regret to inform you that we are unable to compensate for the damaged baggage. Should your loss be recoverable under a private insurance policy and if required, we would be glad to provide your insurers with any information they may require from our file.

Once again please accept our sincerest apology for the unpleasant travel experience. We look forward to serve you better in your future flights with us."

Missing one of the wheel as normal wear and tear?

Anyone can suggest me where can I lodge complaint about this? Thanks

Travel

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Comments

    • joannatan on 09/07/2019 - 23:21

      this is malaysia website?

  • [Deactivated] on 09/07/2019 - 22:28
    +6

    Obviously your travel insurance will cover this. Thread closed.

  • oscargamer on 09/07/2019 - 22:28

    Claim on your travel insurance.

    You will categorically get absolutely nothing from the airline.

    • [Deactivated] on 09/07/2019 - 22:36
      +18

      He got an email.

  • dcuksuop on 09/07/2019 - 22:39

    We lost a wheel when we flew with Cathay Pacific, reported it right away at the baggage claim upon landing at SYD.
    They wrote up a damage bag report, and gave us info on where to bring it to (2 options, 1 in CBD 1 near the Airport)
    A week or 2 later, dropped it off at the CBD location, gave them the report/papers, took a few days but it got fixed, easy peasy.

    On the bag report, they did ask how old the bag was and original cost. It was pretty new still at the time.

    Not sure how old yours is, but I'd imagine if it's new/first trip, can argue wear and tear…

    • k-rokfm on 10/07/2019 - 09:16

      The benefits of travelling a higher quality airline i guess

  • Cheeper on 09/07/2019 - 22:48
    +4

    Just a luggage wheel??… I would be thankful that i got the luggage :-) Cheap easy self fix.

    • Of Aquitaine on 09/07/2019 - 22:56

      Thought is was part of the landing gear you were complaining about. Bigger problems in the world to waste your time on.

  • Godric on 09/07/2019 - 22:56

    It's just a wheel..

  • spackbace on 09/07/2019 - 22:57
    +13

    Is it a wheely big problem?

  • joannatan on 09/07/2019 - 23:22

    last year the same issue happen with the same luggage on 1 july 2018, they replace the wheel, the same airlines as well.

    it is 2.5 years old, but this luggage has no issue except if they smash it, it will be has issue with it.

  • [Deactivated] on 09/07/2019 - 23:42

    It takes several attempts to find good luggage.

    • altomic on 10/07/2019 - 01:40

      I've found both my last 2 suitcases during hard rubbish collect.

      one was a medium hardcase by Tosca. virtually brand new -2 light scratches. the lock latch was bent so it wouldn't close. - i unbent it and it's perfect.
      other was a fluro green medium case with a broken handle -also near new as only very minor/light marks - bought a new handle from aliexpress for $2.50.

      • brad1-8tsi on 10/07/2019 - 08:00
        +1

        Now you've got me on the hunt. I've been ignoring all the bags…

        • altomic on 10/07/2019 - 09:58
          +2

          always check them out.

          except the locked heavy ones which are leaking blood…

    • mskeggs on 10/07/2019 - 12:00

      When waiting for the luggage to come through I always see several samsonite oyster hard cases come through with the first/business luggage. They often look scuffed from lots of use, and it is clear they aren't new.
      Unfortunately, the current version is hundreds of dollars, but I picked up an old one for $20 secondhand, and it is built like a brick.

  • ssquid on 10/07/2019 - 04:14
    +20

    This airline lost a whole damn plane and you're worried about a wheel missing on your luggage?

    • thatonethere on 10/07/2019 - 07:57

      Too soon?

      • Yummy on 10/07/2019 - 08:30

        It's a sign.

        OP will lose another wheels, soon™.

  • twww on 10/07/2019 - 04:36

    I'll take a guess and say it was lost/damaged at or after check-in going through the baggage handling system.

    Many a time wheels are the first to go through such a system.

  • Melb69 on 10/07/2019 - 07:26
    +1

    You should be glad your partner made it safely home and has his luggage. If you can fix it yourself ie get a wheel from Bunnings and screw fix it or just go back to the seller if under warranty or get part from manufacturer that would be what I would be doing. Only if you have the time to push it further with airline may it work. What did you want out of it. They may compensate you with say $20 discount on next flight. I don't know.

  • kevsta on 10/07/2019 - 08:37

    The wheel may have shattered by taking it over rough terrain. This happened to me on my last overseas trip, I simply wheeled my luggage into the hotel lift and the wheel disintegrated. Didn't help that the luggage weighed 25 kilograms.

  • TimOfEastBNE on 10/07/2019 - 10:30

    "missing the wheel", I've never seen a piece of luggage that only has one wheel, would be interested, is it like a Dyson ball?

    • [Deactivated] on 10/07/2019 - 11:48

      Google Gotway MSuper V3s+. Really needs a working wheel.

      • TimOfEastBNE on 10/07/2019 - 18:45

        not really a piece of luggage though :-/

  • crashloaded on 10/07/2019 - 10:43
    +2
    1. Hire lawyer
    2. Lawyer file proceedings in supreme court.
    3. Win case.
    4. Pay lawyer about 5k.
    5. Receive court ordered replacement wheel in mail.
    6. Success.
    • samfisher5986 on 10/07/2019 - 12:39

      That wheely doesn't seem worth it.

      • crashloaded on 11/07/2019 - 10:22
        +1

        But you can be proud you won the suit/case.

  • megadeth on 10/07/2019 - 19:19

    Happened to me with either Etihad or Malindo a few years ago (forgot which one was it) ended up having to fixing at my cost… it was a Samsonite. :(

  • lainey13 on 11/07/2019 - 21:28
    +1

    You must report it as soon as you receive it, at the airport. You need to get acknowledgement of the damage upon arrival. Reporting it after you get home gives them an excuse to reject your claim. This is why they mark existing damage on the baggage tag when you drop off the bag, so they can check it if you report it upon arrival. Any new damage then you have a case. Any damage after you've left the airport means you could have swapped out the bag, or it could be cause by another flight etc.

    I've had a bag replaced by an airline when two wheels got caught in something (conveyor belt?) and basically wore down flat. Reported on the spot. Got sent address to warehouse where we picked out a replacement bag. So got a sweet Antler to replace a cheapo one, which is still going strong today. Bit smaller but way better, totally worth it :)

    • joannatan on 12/07/2019 - 00:29

      it was my hubby mistake, he said he lift the luggage and put on the trolley, on the custom they don't check it either, at the car park just put in the car boot directly.

      when we arrived at home when he noticed some thing strange on the luggage.

      but happy story, this morning i rang samsonite call centre, explain to the csr, was told to bring it to their service centre and we might get fix under 10 year samsonite warranty.

      went there this afternoon and got fix it under samsonite warranty.

      • lainey13 on 12/07/2019 - 21:31

        Awesome happy ending good thing Samsonite warranty pulled through! MAS being hopeless is no surprise.

        • joannatan on 14/07/2019 - 20:03

          yesterday afternoon, all the sudden MAS sending another email accepting the claim :)

  • bozbargain on 23/07/2019 - 13:28
    +1

    Interesting to read that so many of you think it’s OK/normal to trust an airline with your luggage to receive it back damaged (to the extend where it’s not fir for purpose anymore, ie a suitcase with missing wheels). My experiences so far:

    2 suitcases: 1 suitcase arrived with 2 missing wheels, the other one had 1 missing. Low budget EU airline requested receipts and paid out what the luggage would be worth today. That was more than enough to get a local repair centre fixing the 3 wheels.

    3 months old $400 Samsonite where one of the wheels came off directly after a flight. Had to negotiate hard with Samsonite to get it fixed for free, they claim that their warranty doesn’t cover for in-transit mishandling (so it’s sort of lucky if your luggage fails you in your own presence, from normal usage).

    When you notice your luggage got damaged upon arrival, I would always contact the following parties in this order:
    - Baggage handler’s office at airport
    - Airline
    - Suitcase manufacturer
    - Travel insurance

    Good to read that 2) and 3) came to the party at the end OP!

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