Jet 2 Broke Hubby's Bike

[Cannondale Lady]

We are currently in dispute with Jet 2. We flew with them on 27 June and on arrival at our little country retreat in Murcia, on removing his bike frame from the bag he realised it was snapped totally in 2 places. The chain stay and seat stay on one side were totally severed and he had the tubing in his hand like a massive v.

We reported it straight away and so far have had nothing but refusal from them. It was a Cannondale frame and it came with a lifetime guarantee. He has had 3 replacement frames so far from Cannondale but this damage has rendered his guarantee null and void. Jet2 is suggesting that because he initially bought it 19 years ago and as it has been 'repaired' 3 times, they suggest it has no value and probably broke because it was old.

I have photos of how it was handled coming off the plane on inward journey and it was appalling, totally appaling! It was put on the bottom of the luggage carriage and had suitcases piled on top of it, even though we were assured that sports equipment was treated differently.

They aren't getting the 'lifetime guarantee' bit of it which, because of their poor handling, is no longer appropriate. We are asking for £499.99 for a new frame to get a new lifetime guarantee. Are we being reasonable in our request? Has any one else had similar issues with an airline? Can anyone offer me any advice?

 

[DaveReading]

They aren't getting the 'lifetime guarantee' bit of it which, because of their poor handling, is no longer appropriate. We are asking for £499.99 for a new frame to get a new lifetime guarantee. Are we being reasonable in our request? Has any one else had similar issues with an airline? Can anyone offer me any advice?

https://twitter.com/jet2tweets

 

[swee'pea99]

We reported it straight away and so far have had nothing but refusal from them. It was a Cannondale frame and it came with a lifetime guarantee. He has had 3 replacement frames so far from Cannondale but this damage has rendered his guarantee null and void. Jet2 is suggesting that because he initially bought it 19 years ago and as it has been 'repaired' 3 times, they suggest it has no value and probably broke because it was old.

I'm not a lawyer., but I'd suggest that if they're reduced to attempting to evade responsibility by saying 'Oh, well it was really old anyway, which means a) that's why it broke and b) it probably wasn't really worth anything much', they know they don't have a leg to stand on. I would get back to them, stating clearly that a) that's not why it broke (and you have evidence to show it broke because it was negligently handled), and b) it was an excellent bike with a lifetime guarantee - its age was neither here nor there.

I would suggest you write in those terms, clearly and calmly, to their customer services people (optional rider about how astonished you are that a reputable company should try to evade its responsibilities so shoddily). Then when they (as I predict) either ignore you or try to brush you off again, write again within 'a reasonable time' - 7 days, say - making it clear that you're not going to let this go away, and that if you don't get a response this time ('within 7 days'), you will forward all correspondence thus far to their CEO. Then if that doesn't work, do so. Then if that doesn't work, write again to the CEO making clear that you are going to make a claim in the small claims court - which you will win, because they did destroy your property while it was in their care - and that you will also be doing everything in your power - including making full use of the internet/social media - to publicise their disgraceful behaviour, as a warning to others.

Bottom line: they destroyed your property; they have to compensate you. And if push comes to shove, no magistrate is going to see it otherwise.

Good luck.

 

[midlife]

Jet2 contracted the handlers, its Jet2 who have the duty of care.

Shaun

 

[SteCenturion]

I'm not a lawyer., but I'd suggest that if they're reduced to attempting to evade responsibility by saying 'Oh, well it was really old anyway, which means a) that's why it broke and b) it probably wasn't really worth anything much', they know they don't have a leg to stand on. I would get back to them, stating clearly that a) that's not why it broke (and you have evidence to show it broke because it was negligently handled), and b) it was an excellent bike with a lifetime guarantee - its age was neither here nor there.

I would suggest you write in those terms, clearly and calmly, to their customer services people (optional rider about how astonished you are that a reputable company should try to evade its responsibilities so shoddily). Then when they (as I predict) either ignore you or try to brush you off again, write again within 'a reasonable time' - 7 days, say - making it clear that you're not going to let this go away, and that if you don't get a response this time ('within 7 days'), you will forward all correspondence thus far to their CEO. Then if that doesn't work, do so. Then if that doesn't work, write again to the CEO making clear that you are going to make a claim in the small claims court - which you will win, because they did destroy your property while it was in their care - and that you will also be doing everything in your power - including making full use of the internet/social media - to publicise their disgraceful behaviour, as a warning to others.

Bottom line: they destroyed your property; they have to compensate you. And if push comes to shove, no magistrate is going to see it otherwise.

Good luck.

^^^^

Excellent, all of this...

Had it been me, I would have been too furious to apply the logic & forethought I know the circumstance requires.

Best of British.

 

[Cannondale Lady]

Thanks guys, some sound advise and support, which I have found is great in this forum. Will keep you updated

 

[Cyclist33]

I'm not a lawyer., but I'd suggest that if they're reduced to attempting to evade responsibility by saying 'Oh, well it was really old anyway, which means a) that's why it broke and b) it probably wasn't really worth anything much', they know they don't have a leg to stand on. I would get back to them, stating clearly that a) that's not why it broke (and you have evidence to show it broke because it was negligently handled), and b) it was an excellent bike with a lifetime guarantee - its age was neither here nor there.

I would suggest you write in those terms, clearly and calmly, to their customer services people (optional rider about how astonished you are that a reputable company should try to evade its responsibilities so shoddily). Then when they (as I predict) either ignore you or try to brush you off again, write again within 'a reasonable time' - 7 days, say - making it clear that you're not going to let this go away, and that if you don't get a response this time ('within 7 days'), you will forward all correspondence thus far to their CEO. Then if that doesn't work, do so. Then if that doesn't work, write again to the CEO making clear that you are going to make a claim in the small claims court - which you will win, because they did destroy your property while it was in their care - and that you will also be doing everything in your power - including making full use of the internet/social media - to publicise their disgraceful behaviour, as a warning to others.

Bottom line: they destroyed your property; they have to compensate you. And if push comes to shove, no magistrate is going to see it otherwise.

... says the non-lawyer!

 

[ColinJ]

I arranged a group trip to Malta a few years ago. We had a similar issue with the baggage handlers at Heathrow. We actually saw them throw our bikes from the hold of the plane onto a luggage trolley and then throw bags on top.

The baggage handlers at Manchester did that to my bike!

I had just bought it for £2,000. (Way back in 1999, when £2,000 could buy a lot more than it could now.) The frame and forks alone cost £1,000. When I got home, I found that the frame had a small dent in the seat tube.

 

[Cannondale Lady]

Have emailed jet2 director and ceo

 

[DaveReading]

If all else fails, you can always write a song about it:

 

[Rykard]

If all else fails, you can always write a song about it:

if all else fails take to social media (FB/Twitter etc.)

 

[MiK1138]

Have emailed jet2 director and ceo

good luck with @CannondaleLady hope it gets sorted, , I'm quite old myself, i'd like to think i could travel on a Jet2 plane without being broken

 

[jefmcg]

Just curious: what was the bike packed in? CTC sell a clear plastic bag, that - in theory - is safe because the can see it's fragile.

Oh, and do you have travel insurance? Maybe it would be better to claim through them.

 

[w00hoo_kent]

I presume you've talked to Cannondale and they've said "no" because of the way it was handled, maybe a letter confirming that it wasn't beyond its functional life (so didn't break because it was old) would be in their remit. Possibly the first reply will be sufficient to add some ammunition to your side of things.

 

[classic33]

Ask them who the baggage handling contract is with, after all they are the ones who broke it.

Airport, more than an individual company.