[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!

[jimworcs]

The airline is responsible for the damage. You have two avenues to go down. Start by writing to

Passenger complaints
Civil Aviation Authority
CAA House
45-59 Kingsway
London
WC2B 6TE
Or call 020 7240 6061.

The key is to focus on the reasonableness of your actions. The fault was not apparent until you had already left the airport building and you reported it at the first opportunity after that. I suspect Aegean will cave at the CAA level, but if they do not you can sue in small claims. It is very easy to file, you can do it online, submit a statement and your evidence. You will win...and Aegean will have to pay or face you arriving at Heathrow with a bailiff and TV crew ready to impound a 737.

https://www.moneyclaim.gov.uk/web/mcol/welcome

[Dr Dorian Hindmarsh]

Hi,
thanks for the advice, I guessed as much...
we've told them in our email correspondances that 'we're not after over inflated claims, we just want our pram functioning' and we'll push this as it's the principle of the situation...I stand for principles.
many years ago, a dutch haulage company lorry that was speeding, damaged my car and we were just able to get the reg plate. The company denied all knowledge, refused correspondance, so we did go to small claims and requested the driver log, and tacograph from the truck on the day. They didn't show at court, we won, and the bizzar situation you describe with 737 happened, except it was a 42 tonne truck in a harbour...they sent a cheque for all damages by motorcycle courier from Amsterdam to UK same day...
I really hope that a simple bit of common sense will provial and good customer service...without having to request cctv from Athens airport and Heathrow carpark...
many thanks again and I'll keep this rather useful forum posted on developments..