A passenger from Hertfordshire has reported extensive difficulties in obtaining compensation from British Airways after the airline damaged his £585 pair of skis during a flight from France in March. The skis were not loaded onto the plane as scheduled and were instead delivered several days later by courier, by which time the ski bag was torn and one ski sustained significant damage.

The passenger, identified only as John, filed a damage claim and provided photographic evidence. The courier company initially offered £4 as compensation for the bag, which John rejected, prompting a slight increase to £10—also deemed insufficient given the bag was new. Following this, the courier directed him back to British Airways for resolution.

Over the months that followed, John experienced difficulties communicating with British Airways. The airline repeatedly requested updates on attempted repairs to the skis but disregarded his responses, closing the case in April even though the skis were still with a specialist repair company. The repair expert confirmed that the damage—specifically a ripped and twisted metal tip—could not be fixed or replaced, as replacement parts were not available from the manufacturer Rossignol or its retailers. The damaged ski thus posed a safety risk if used.

John reported that efforts to reach British Airways customer service by phone were unsuccessful, as baggage inquiries are not handled through telephone support, directing him instead to an online portal and a global email address that failed to resolve the issue. He considered pursuing the matter through small claims court but sought an alternative solution.

Following intervention by a third party, British Airways acknowledged its liability under the Montreal Convention, an international treaty governing airline responsibility for lost, delayed, or damaged baggage and passenger injury. Within hours of being contacted, the airline agreed to fully reimburse John for the skis and bag. Additionally, British Airways offered a £300 travel voucher as a goodwill gesture for its poor customer service. The airline attributed the delay to human error, expressing regret over the passenger’s experience.

Under the Montreal Convention, airlines are liable for baggage damage up to approximately £1,600 per passenger, though compensation often falls short of full replacement value and does not typically cover “new for old” claims. Passengers who discover damage upon arrival are advised to report it immediately to the airline’s baggage desk and submit a written claim within seven days. Receipts or proof of value for the affected items are usually required.

Travel insurance may provide additional coverage for damaged luggage, with higher-tier policies offering more substantial benefits. This case highlights the challenges passengers can face in securing timely compensation and underscores the importance of understanding airline baggage liability rules.