The question of responsibility for damaged luggage has sparked debate after a Singapore traveller’s ordeal went viral.
Elizabeth Seah took to Facebook to detail how her sister’s luggage was returned in shambles after a Jetstar Asia flight from Singapore to Osaka last year. The suitcase’s hard shell was smashed on both sides, leaving jagged openings. A missing wheel rendered the bag unusable, and its contents were partially exposed.
In her post, Seah said ground staff in Osaka offered little assistance, prompting her family to purchase a replacement suitcase in Kyoto. Their attempt to claim compensation from Jetstar Asia was allegedly rejected due to a lack of purchase receipts for the damaged luggage. Seah reported being asked to provide repair quotations and a statutory declaration or notarised affidavit, incurring additional costs of S$10 to S$25.
“How is this bag repairable?” Seah questioned, adding that the damaged luggage was so unsafe it had to be discarded immediately.
A spokesperson for Jetstar Asia apologised for the incident, stating: “We’re very sorry to hear of the damage caused to Seah’s luggage and the inconvenience it has caused.” The airline is conducting an internal review and working with ground teams to prevent similar issues. Its customer advocacy team is reportedly in contact with Seah to explore further support.
This incident highlights the importance of travel insurance. While airlines and airports may have limited liability for baggage, comprehensive travel insurance often covers damaged, lost, or delayed luggage, providing peace of mind and financial protection. Travel advisors should encourage clients to invest in insurance to safeguard their journeys and minimise disruptions caused by unforeseen circumstances.