[mawheele]

As a regular flyer - once a week - I have just the right bags to get in and out quickly.

On April 24th, I was travelling to Copenhagen and BA had been forced to lease a plane from JetTime. This was unclear prior to checking-in. On arrival at the gate all passengers - without exception - were asked to check all carry-on luggage so it could go in the hold. The age of this 737 meant they had beneath the usual capacity of rack space.

Having just acquired a nice new TUMI carry-on bag that by BA's own admission was fully compliant, they insisted my bag was checked. I pointed out that it was brand new and that the way in which luggage is normally handled would likely scuff and scrape it. The BA staff at the gate insisted, but assured me that if any marks or damage occurred then I would be compensated.

Throughout this experience I remained in touch with BA's social media team.

On arrival in Copenhagen I found my bag to have been really badly handled with numerous dents, marks and scuffs. For TUMI owners out there, I'm sure you know just how tough these things are and are also probably cringing as I know most travellers who've spent £600 or $840 on a bag would rather keep it with them.

I took photos of the bags and sent them immediately to BA - all within 1 hour of landing.

They then referred me to K2 Global - their baggage handling company - whom they said would call within 48 hours. They eventually called 10 days later during which they said that as the bag was 'functioning' there was nothing they could do to help.

I went back to BA to escalate the complaint who said that their member of staff had been mistaken to commit to compensation and that they were unable to help. They suggested I make an insurance claim. Again, since the bag still 'works' no insurer is going to cover cosmetic damage. My new bag was made truly second-hand with just one trip.

I really don't want to let this crooked company get away with this behaviour where they resort to insurers and customers picking the cost of their mistakes. And despite being a very regular flyer, taking 40+ flights a year with this airline I still seem to have no leverage.

Appreciate any guidance on next steps.