Airlines tell passengers that they don’t take any responsibility for things that protrude from checked-in baggage, including handles.
Mango’s terms and conditions of carriage read: “We will not accept responsibility or pay compensation for damage caused to protruding items or parts of baggage, including but not limited to wheels, locks, padlocks, zippers and extractable handles protruding from or attached to bags…”Last October Lauren Gardner had the same experience on arriving at OR Tambo airport on a British Airways flight from Cape Town.
When she told BA ground staff that her suitcase handle was jammed inside her suitcase, but had worked perfectly up until check-in, a woman pointed at a sign on the wall and said they did not cover damage to handles. She took up the issue with the airline via email later, sending photographic evidence of the suitcase having been buckled, but fared no better.
The response she got was: “While the utmost care is applied in the handling process by our staff and third party suppliers, owing to the large volumes of baggage and at the speed at which they must be processed, protruding, non-retractable parts such as wheels and handles are more susceptible to damage.
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