A holidaymaker has revealed how he was offered a ‘cheap replacement’ after his £299 suitcase became damaged while flying with ‘the world’s best airline’.
Patrick Gottelier flew from Sri Lanka to the UK via Doha with Qatar Airways on 18 November, 2025.
Before boarding his flight, he explained how he checked in his Muji hard-shell suitcase – which was part of a set of three designed to fit inside each other and worth £299.
However, when he arrived at London Heathrow and approached the baggage belt to pick up his luggage, he discovered a ‘big crack’ on one side of his suitcase and a lost wheel on the other.
After reporting the damage to K2 Global – the largest luggage and baby buggy repair centre in the UK and Qatar Airways’ appointed ‘repair agent’ – Patrick revealed he was offered a ‘cheap replacement case’.
Once Patrick had factored in the vast price difference, along with the fact his original suitcase had been part of a multi-set, he claimed he had refused the offer.
He was subsequently advised by K2 Global to contact the airline directly to discuss the matter of compensation after the suitcase was officially deemed ‘irreparable’.
Explaining his dilemma to the Telegraph’s destination expert, Gill Charlton, he continued: ‘I am now in a doom loop where Qatar Airways customer services tells me to contact K2 Global, which says it has no authority to approve a cash refund’.
Patrick Gottelier flew from Sri Lanka to the UK via Doha with Qatar Airways on 18 November – but after arriving at London Heathrow, he discovered a ‘big crack’ on his £299 Muji suitcase
Patrick further revealed he spent close to an hour ‘trying to get through to someone in authority’ at Qatar Airways, before he was passed on to a sales supervisor who promised to ‘escalate the problem.’
At that point, the traveller called on the Telegraph’s Gill to help him come to a resolution with Qatar.
Just days after the destination expert contacted the airline ‘at a higher level’, and pointed out its liability under the Montreal Convention – which says customers can claim up to £1,580 for lost, damaged or delayed luggage – Patrick received a call.
A supervisor from Qatar’s Heathrow office offered the holidaymaker 50 per cent of the amount claimed – equalling just under £150.
Had Patrick produced a purchase receipt for the Muji suitcase, she claimed the airline would have paid out 70 per cent of the replacement value.
Gill warned: ‘Airlines, naturally, try to minimise the amount they have to pay out.
‘They will penalise customers who don’t have a purchase receipt for the damaged bag and will also deduct an amount, which they can set, for wear and tear.
‘Fortunately, Patrick had jumped through the hoops in time and also had cover under his annual multi-trip insurance policy with Trailfinders, which deducts an excess of £75 for wear, tear and depreciation.’
Qatar offered Patrick a ‘cheap replacement case,’ which the traveller refused to accept after he factored in the price of his original case (pictured: Muji suitcases) and the fact it had been part of a multi-set
Despite being offered the £150 payment in cash, Patrick asked the Qatar agent whether he could instead be issued a flight voucher equivalent to the full cost of replacement – an offer that was refused by head office.
Qatar was crowned 2025’s best airline in the Skytrax awards – often known as the ‘Oscars of the aviation industry’.
It marked the ninth time the airline has won the award.
The Daily Mail has contacted Qatar for comment.
