We noticed that you're using an unsupported browser. The Tripadvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

Damaged Luggage with Singapore Airlines Business Class

Jakarta, Indonesia
37 posts
2 helpful votes
Damaged Luggage with Singapore Airlines Business Class

I would like to share my wife's unhappy experience after using Singapore Airlines

My wife flew Business Class in a group of 3 from Sao Paolo to Jakarta on Dec 10th.

They arrived safely in Jakarta, but to her surprise, her newly bought Rimowa luggage was heavily damaged and the zipper was unattached from it's locking position.I would like to share the picture with you but this form don't accept any photos.

She complained right away and were being asked to fill up a form, and they said that next day someone from SQ will pick the luggage. 3 days after, someone picked up the luggage and he said that the luggage will be brought to Rimowa for a repair.

After more than 3 weeks waiting (and a very poor response in between), on January 7th they returned the luggage which was repaired in an unknown workshop because Rimowa themselves said that repair is not possible.

I rejected the so called "repaired luggage" for the following reasons:

1. This Rimowa was only 7 days old and it's his 1st flight

2. We flew business with 9 luggage all with priority tag. All were fine but this one

3. Rimowa themselves refused to repair it and said that it's unrepairable

On Jan 10th, SQ responded and said that's the best they can do and refused to replace it.

What a great customer service from SQ....

Sydney, Australia
111,206 posts
20 helpful votes
1. Re: Damaged Luggage with Singapore Airlines Business Class

Luggage gets damaged in transit, and airlines may or may not replace it. It is a fact of life.

Callala Bay...
4,060 posts
159 helpful votes
2. Re: Damaged Luggage with Singapore Airlines Business Class

It was a 2nd hand piece of luggage, and they repaired it. What exactly do you expect.

NYC/Israel
Destination Expert
for Israel
50,428 posts
43 helpful votes
3. Re: Damaged Luggage with Singapore Airlines Business Class

When luggage is put on and off a plane it is irrelevant if it is business or economy. The priority tag is also meaningless. The only thing business gets is that you should have your luggage come off ahead of economy. It does not get special, gentle handling. As already said, sometimes luggage gets damaged. It is always unfortunate, but it is the reality of travel. You said you checked 9 pieces. That means 8 came through in perfect condition.

Besides the luggage not being a company repair, which is often meaningless, what was the problem. Also, it is irrelevant whether the luggage was new or had flown dozens of times.

San Francisco...
60,973 posts
119 helpful votes
4. Re: Damaged Luggage with Singapore Airlines Business Class

No employee of SIN touched your bag and if they took and fixed it does it look ok ? It cannot look like new but does it look ok ?

Bangkok, Thailand
Destination Expert
for Bangkok, Air Travel, Thailand
16,409 posts
240 helpful votes
5. Re: Damaged Luggage with Singapore Airlines Business Class

Hi,

"What a great customer service from SQ...."

==> I agree..

They took responsibility.. found a repair shop that could (or try to) do the work - even if there is no officially authorized shop in your area. Sounds like someone came to you to get the bag - you didn't have to expend time/resources to get the bag to SQ or the shop.. About 15 working days later the bag was returned to you - again, sounds like you didn't have to expend time or money to go and get the bag back..

In totality, I agree.. it sounds like SQ did an overall good job. While damaged bags - new or old, which from a damage standpoint is irrelevant - is never good, it sounds like they met their obligations to you, and really didn't waste any of your time, nor require *you* to do a whole lot to get the bag fixed.

Travel Safe,

Portland, Oregon
37,406 posts
16 helpful votes
6. Re: Damaged Luggage with Singapore Airlines Business Class

^^^^ - Nice one GOPBI.

OP, in all likelihood your bag was damaged by non airline staff or airport infrastructure. The bags can go through miles (yes miles) of tunnels on conveyabelts at major airports and there's plenty of scope for damage.

Yes, the airlines have the liability for this damage - even though it's more often not their fault. They don't have to replace "brand new for brand new", but provide you a repaired case (which you got) or a functional replacement.

Stuff happens. You need to put it in perspective and move on. I fly business class once or twice a year, and travel with my bog standard roller bought years and years ago for travel in economy. I hope you didn't buy super expensive luggage just because of your (business) class of service.

San Francisco...
60,973 posts
119 helpful votes
7. Re: Damaged Luggage with Singapore Airlines Business Class

That is one reason I don't spend on expensive luggage. Just light weight tough material suitcase which will last me a few years ( some have lasted for 20 ) and I throw them and get new ones.

Sunshine Coast...
3,453 posts
52 helpful votes
8. Re: Damaged Luggage with Singapore Airlines Business Class

<<That is one reason I don't spend on expensive luggage>>

Exactly. While I spend enough to get something that I hope won't fall apart - I'm not going to spend a cent more than I need to.

It's also important not to become emotionally attached to your luggage. When I got married (quite a while ago) my family gave us a set of luggage which we used on our honeymoon. Of course one of the bags got damaged and even though it was repaired it always upset me when I looked at it because it was a wedding gift from my family.

Luckily now I've been married long enough that I have gone through several sets of luggage and while I'm not happy when something is damaged or wears out I simply submit a claim to either the airline or my insurance if appropriate or else just buy another one.

If you have something special and expensive you need to decide whether you want to use it (and accept that it will no longer be perfect) or else put it on display somewhere to be admired.

You can't have your cake and eat it too.

Dubai, United Arab...
Destination Expert
for Air Travel
23,104 posts
59 helpful votes
9. Re: Damaged Luggage with Singapore Airlines Business Class

Agree with above. Great service from SQ.

Sadly the priority sticker's magic power did not protect the luggage from damage. And sadly luggage sometimes gets damaged.

Whilst I am a bit selective and brand driven in terms of my business hand luggage, when it comes down to hold luggage I do not 'believ' in brands. I just look if a luggage fits the bill / manages my requirements and is not too expensive. Some luggage has given us many years of good service, some luggage had to be replaced faster.

Maybe in future spend less on hold luggage. It is horses for courses.

My preferred airline will not get luggage repaired but just give you 'some' money. Different approach, some like it, some don't.

2 posts
28 helpful votes
10. Re: Damaged Luggage with Singapore Airlines Business Class

Well, I encountered the similar issue. I fly with SQ to Melbourne on 30 Nov and found my Delsey luggage's lock was totally damaged and it seems someone forcefully open it. I usually put an small extra lock besides the build in number lock, and it was gone too. I am doubt this is the work of a custom officer as usually they will put a note if they have to force open the luggage for detail inspection. I don't get note on this case. They have spoilt two lock at one shot !

After found out that luggage lock is not cover under SQ damage baggage policy, I then reported my case to Melbourne Airport baggage department (and cc SQ Melbourne on my report) request a proper document to claim travel insurance and was later told they have feedback the incident to SQ baggage department but this document issuing process will took SQ 14-21 days to produce !!!!! This is terrible experience for a so call "world class airline" as they claim.

The best part, from time to time I have asking for the status couple of times (I even send an email to SG SQ baggage department), and it seems the entire Melbourne Airport baggage department and SQ Melbourne/Singapore baggage department went missing and not replying me until now (now already 6 Jan). They have totally ignore me.

Without the document from airline, I am totally stuck as insurance company cannot process my claim without the official document from the airline. I called up SQ hotline in Singapore today and was told that they're call center people and do not deal with any email so they don't have any record on my reported incident. However, they're able to issue me an so call report which I can forward this to my insurance company but you can't believe how simple it is which they claimed need to take 14-21 days .

==========================================================

DEAR MR XXXX,THIS IS A COPY OF YOUR REPORT FOR YOU

TO CLAIM TO YOUR OWN INSURANCE,THANK YOU.

DAMAGE REPORT

SINGAPORE AIRLINES LIMITED - SINGAPORE CHANGI AIRPORT

BAGGAGE SERVICES TEL NBR 1800-BAGGAGE (2244243)

FILE REFERENCE - CBTSQXXXXX/06JAN17/0103GMT

NAME - XXXXXXX

TITLE/INITIALS - MR/HCB/

GIVEN NAME -

FLIGHT/DATE - SQXXX/30NOV/

ROUTING - SIN /MEL

COLOUR/TYPE - GYXXRHW

ONE SIDE COMBI LOCK DAMAGE X REPORT FOR OWN INSURANCE X

PLEASE RETAIN PASSENGER TICKET AND BAGGAGE CHECK. THIS

REPORT DOES NOT INVOLVE ANY ACKNOWLEDGEMENT OF LIABILITY.

PLEASE DO NOT REPLY TO THIS EMAIL

==========================================================

I have fly with my Delsey luggage (which is quite expensive) several trip without major issue (although all came back with scratcher here and there) accept this time. I seriously reconsider whether to fly with SQ again for my next trip. From my recent trip with SQ to Beijing, Tokyo & Melbourne, it seems the service has been dropping not to mention about the food. Totally disappointed.

© 2025 Tripadvisor LLC All rights reserved.

This is the version of our website addressed to speakers of English in Singapore. If you are a resident of another country or region, please select the appropriate version of Tripadvisor for your country or region in the drop-down menu.