[Dr Dorian Hindmarsh]

The wife flew to Athens last week with the baby to visit the inlaws, on return she did as usual and handed the pram to the stewards at the airplane door, folded.
when at Heathrow on arrival, the pram was not at the airplane door. A 30min walk later carrying a small heavy child and child paraphernalia that should have been on the buggy, my wife finds out the pram is not on the carosel after a further 1/2 hour wait. Its on the over size carosell....Open....with what appears to be abundant cosmetic damage, though annoying not cause for concern

Bundling the baggage away and heading for the carpark, the wife comes to fold the pram to put it in the boot, she discovers the button and catch that allows the user to close the pram is missing, broken off.
so when she get home, we send an email to the Aegean customer services explaining the above, but because she did'nt tell the lost baggage desk at arrivals when she got there, they are not interested in the claim.
The Montreal Convention states that as long as the claim is made within 7 days in writing they have to honour it...they are refusing. I'm furious, I've got a pram I can't use, can't afford to replace it, and we followed all the rules...
what can I do?
the Uk government website clearly states the montreal convention and what is covered in baggage damage, even the Aegean website download baggage damage pdf states we can fax or post it instead of being there, but the customer service department is completely refusing.
HELP!