Wife had to attend her father funeral in Ubon Ratchathani on the weekend and flew Lion Air, trip up was fine but on the return trip the handle on her suitcase was smashed off and her mums case had the locking mechanism all bent. Having major problems trying to get something sorted as the staff refuse to even discuss it and still waiting on a reply from them online, apparently we are not the first to have their suitcase handle smashed off so just wondering if anyone in here has had similar problems.

Their flight prices were brilliant by thew way, just a pity the luggage handling/customer service was so poor

Moved to TRAVEL

You need to report damaged luggage at the airport to their staff, if you try to claim later it is usually refused. I had similar experience with NOK who damaged roof of our trolley (they drag it from stairs to loading area on concrete floor). I reported it when we arrived to destination but anyway it took 2 visits to their head offices and over 2 months to pay for the damages.

none of the staff at the airport would talk to us, they simply walked off and refused to say anything. The email was finally answered, they said thankyou for contacting us with your feedback, we hope to see you an our flights again soon. Seems that Lion Air doesnt accept responsibility for any damage they cause or even care .