Has anyone dealt with BA damaged luggage? Absolutely incompetent

[EnglishGirlApproximately]

Just that really, I'm hoping for some advice on where to go from here. Returned home from a work trip on 11th May to discover my luggage was still in Joburg. BA delivered it 4 days later and it was clear the luggage had been picked up by it's stitched on straps rather than the handle so the fabric of the case was ripped. The case was brand new as I'd specifically had to buy soft sided for the trip.
Called BA, they passed it on to their luggage resolution service who called and offered me a replacement case, all good.

I STILL don't have it. DHL sent the first one back without attempting delivery, they did try the second time but kept endlessly changing the delivery day until it eventually came on a day no one was home. At this point I'd worked from home for 3 days in a row because they said they were delivering but couldn't stay in on the 4th day. The tracker wouldn't let me rearrange to anything other than the following day when I was also not in. As if 9th June it says it's in the DHL depot.

Since then I've called the luggage service 6 times and been assured of a same day call back - not once has anyone called me back at all let alone the same day. I've called BA who just tried to put me through to the luggage service and said that was all they could do since it has been resolved as far as they are concerned.

Any ideas what I can do now? Luggage service won't put me through to anyone to escalate and BA say it's on the luggage service to resolve as we've agreed a replacement. At this point I don't even care that much about the cost of the case, I just want it sorting on principle!

How far away from the DHL depot are you? I'd go there with ID to get it. Or find the CEO's email address online and email them. Or give up and go through insurance.

It's a 90 minute round trip unfortunately and no one is able to tell me if the case is actually still there so if isn't worth the risk of trying it! Insurance is possible but as it was a work trip it would have to be through our work policy which would be as painful as this has been! The MD is on LinkedIn and while I'd rather not do that it might need to be the next thing I try.

They’re useless. If you’re lucky it might just rock up. They told me my skis were still in Denver but then they turned up at my front door about an hour later.

Urgh how stressful! I recently had lost BA luggage in Joburg too, although I did receive it back within 3 days. I would just keep phoning/emailing and potentially using social media if you don’t get a response. I hope you get it resolved soon!

Sounds like more of a delivery/courier issue though of course BA ultimately need to sort it out. Keep on at them.

It is definitely a courier issue but that isn't my problem! I did get my luggage back from Joburg it's the replacement for the damaged case I'm waiting for which should be simple but seems to be impossible. I've tried to call DHL but it doesn't matter what combination of things I press I get told to track onli6and it hangs up 🙄 Absolutely diabolical service from BA, K2 and DHL.

Better than the other way around I guess but yes, absolutely useless!

DHL is the problem BA are doing the best to replace it

Disagree, although the courier is at fault for failing to deliver in a month BA have done nothing beyond tell me it's not something they can help with. They could have resent via a different courier, offered me cash to replace myself or simply picked up the phone to the luggage contractor - they've done none of these things.