Passenger Complains About Airline’s Response to Damaged Baggage

Passenger Complains About Airline's Response to Damaged Baggage


Going out of the country is a treat, and can be a fun activity when you’re on vacation. It’s the time when you’re not supposed to stress about anything, and instead focus on the fun activities you’ve planned on your itinerary. Your trip home should be just as pleasant, but that wasn’t the case for Karen F., whose bags were damaged after seeing an airline’s porters throw them to carts. And when she complained, the manager brushed her off.

According to her:


We flew in from Nagoya, Japan last night aboard Cebu Pacific 5J5039 at NAIA Terminal 3. On our way to the conveyor, we stopped and looked at the window to see the porters throwing the luggage to the carts. We thought, no wonder we have so many dents and scratches on our luggage.


Passenger Complains About Airline's Response to Damaged Baggage 2


But if the other bags had dents and scratches, she didn’t expect to see what happened to her bag. The base was completely broken.


I complained quietly, even peacefully. I thought there’s no use to be irate since the staff was courteous and apologetic. He called his manager for instructions and I was surprised to what he told me. He said Cebu Pacific is not liable to the damage since I have signed the waiver on fragile stickers.


The waiver reads: The carrier does not assume liability for minor damages to the exterior of the baggage, including but limited to scratches, nicks, stain, dirt. The carrier shall not be liable for claims for damage to baggage or its contents resulting from the act of omission of the passenger and the character of the goods.

But according to Karen, it was not just a scratch or dent on her bag, it was broken. She added that she gave the bag in pristine condition, and asked if it was her fault. She continued:


I never post any of my complaints, I think this is the first time even. But I did this because even if I call their hotline, ask for their supervisor, or bombard them with emails, if they say they will not be liable, then there’s nothing for me to do.


What would you do if you were put in a similar situation? And what can we do to protect ourselves? Share your thoughts below!