Appalling baggage damage handling – Zero accountability and insulting compensation
I had an extremely disappointing experience with China Eastern Airlines regarding severely damaged luggage on my recent flight (Flight：MU7363 on 13th August]. Upon arrival, my RIMOWA luggage was completely destroyed. RIMOWA’s official service center inspected the suitcase and issued an official "Unrepairable Certificate (Total Loss)", confirming that the item was damaged beyond repair during transit. Despite providing official proof from RIMOWA, China Eastern Airlines' baggage department completely dismissed the extent of the damage. They offered an insulting compensation of just RMB 500 (around £55), claiming internal limitations and demanding original purchase receipts for an item bought years ago. They have shown a total disregard for passenger rights and their legal obligations under Article 22 of the Montreal Convention, which sets liability limits up to 1,288 SDRs (approx. £1,350) for destroyed luggage. Their customer service is rigid, uncaring, and completely unhelpful. I have now escalated this matter to the Civil Aviation Administration of China (CAAC), the UK Civil Aviation Authority (CAA), and consumer protection bodies. Avoid flying with China Eastern Airlines if you value your belongings. Absolutely terrible service and customer support.