Experience similar to the sharing of trying and trying to claim from Jetstar damaged bag. Registered complaint at Phuket Airport on arrival. But nothing happened. So emailed and emailed....
After many many email exchanges eg Jetstar asked me to get quotes for the bags...
Actually believed Jetstar email and went around photographing the bags and their price tags. No... JETSTAR. said must get a few quotes from various companies and must have official letter heads etc......
I actually believed the instructions given by Jetstar email reply and went online to source for quotations. Some say they don't do business with individual and won't quote to you etc.....
After many exchanges emails with Jetstar, I finally realised my stupidity and naivety and had been" taken for a ride ". Delay tactics to frustrate you, hoping you will drop the case to pursue compensation for damaged bag which is clearly the responsibility of the airline. Why am I doing obediently with good faith on the airline when it actually had no intentions to compensate you unless you can furnish all documents, receipts, quotations... whatever proofs you have.
If you lost your baggage purchase receipt, good luck to you...
In my case, took a photo of the damaged bag and threw away and bought a new one. I shouldn't throw away because now I couldn't show Jetstar when I reached home. Even when I sent photos of the damaged bag. At least if I kept the bag, I could send back to Jetstar to get it repaired. And if cannot repair, Jetstar might give me a new one?
But fat hope!
No advice except stupid instructions to get quotations, statutory declarations ( pay a lawyer to do that? Lawyer's fee will be cost more than my bag) etc..
Finally, frustrated with Jetstar's email replies asking you to do this and that....., I gave up. Better to spend a certain amount with a credit card company and get a free luggage bag....Don't waste time claiming from Jetstar if you don't have what they want - the so called necessary documentations.