After a flight with Easyjet (EDR-MXP), my suitcase was damaged, but since I had to catch the last bus available (it was midnight), I did not file a complaint at the airport. Instead, I filed the damage refund request on their website, given that I had 7 days after the flight to do so. However, since I had to leave again in a few days, I had to buy another luggage at a shop in my city before they could reply. I bought a suitcase of the same brand and a similar model, that cost me 110 euros.
After some (a lot of) time, their insurance company handling the case (damagedluggage.com), replied offering me a new suitcase, priced around 65 euros on the manufacturer's site. I then replied asking if it was possible to have a refund of the new luggage instead, since I could not wait to have a new suitcase, nor to have mine repaired or even examined for a quote. I attached a picture of the old one, and the receipt of the new one.
Again, after some (a lot of) time, they replied asking for a proof of purchase of the old suitcase, or when I bought it and how much I paid. Of course I have not the original receipt, I bought my old one around 10 years ago, so I told them that I paid 110 euros, which was the price of the new one. Since it was the same brand and a similar model, I honestly believed that it was a fair answer. Furthermore, I just want to be refunded of what I paid now, I don't care how much I paid years ago, even if it cost me more.
Again, after some (a lot of) time, they replied me, and I quote:
I would like to explain that easyJet has a limited liability and this is reflected in our settlement offers. I note from your email that the value of the original luggage is 110€. It is our policy to deduct 50% where no receipt/proof of purchase is provided which is a common guideline with most airlines. We also can only offer a potential financial settlement against the damaged item, not new replacements. But I have spoken with my manager and as a gesture of goodwill we can increase our offer to a 75% refund of 82.50€. If you are in agreement with our offer please forward your account details so we can arrange a transfer of funds.
- They say that they cannot provide new replacements, while they did in the first email!
- How can I provide a receipt for something that it's 10 years old?
- Since they just trusted my word about the cost, why then pay less? I suppose they must prove me wrong.
- There's no goodwill in the insurance world!
In my opinion, this stinks of good cop and bad cop. Is there anything true in what they say? I believe they're trying to discourage and wear me out, persuading me to accept less. Furthermore, with this behaviour they are incouraging people to fraud insurances, inflating costs!
What should I do? Many thanks