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Your Rights When Your Luggage is Lost

By: Sarah Clark (ILEX) - Updated: 17 Nov 2017 | comments*Discuss
 
Your Rights When Your Luggage Is Lost

You’ve been saving all those holiday clothes for your trip, packed them carefully into a brand new case (which you’ve added a label to so that you spot it on the carousel along with all the other black suitcases) and there you are, hopefully waiting for your case to appear. So, when you wait, and wait...and come to that horrible sinking realisation that you won’t be seeing your luggage any time soon, what should you do?

A recent insurance company poll suggested that around 200,000 bags are lost or misplaced each month at airports in the UK airports – and globally, according to the International Air Transport Association (IATA), the total is a staggering 42 million pieces of luggage.

What Does the Law Say About Baggage?

If your luggage is lost by the airline (and the same applies if it’s damaged or simply delayed in getting to the agreed destination) they could well be liable for damages under a piece of law called the Montreal Convention.

There is a maximum amount of compensation you can claim, which is based on international currencies, and calculated on a daily basis by the International Monetary Fund. There are also time limits that apply to making claims.

You can check www.imf.org for more information on today’s rates.

The airline can also get out of paying compensation under the Montreal Convention if it manages to prove that all the necessary steps were taken to avoid losing your luggage – or that it was actually impossible to take those measures.

What Can I Do if My Baggage Has Been Lost?

According to the Convention, an airline has to treat your baggage as lost if it still hasn’t turned up after 21 days, so feasibly you could be home from your holiday before your baggage has turned up, and still the airline can call it a ‘delay’! However, after 21 days, you can legitimately start shouting about compensation.

The airline will want to know what was in the missing bag, and they may be awkward and ask for a list of items. You could make a list before you go, if you are worried that your bags could go the way of Naomi Campbell’s at T5, or if you have anything valuable in there, make a note. Better still, if you’re taking anything valuable or essential, take it in your carry on luggage. Better to be safe than sorry!

An airline compensation payout is unlikely to cover the full cost of the items you’ve lost. Unless you can prove that there were brand new items in the case, you’ll probably get second hand value – and in some cases it’s actually more cost effective to claim on your home contents, or travel insurance...even after paying the excess. Weigh up the pros and cons before you decide which route to take on a lost baggage claim.

My Baggage isn’t Lost, Apparently it’s Just ‘Delayed’

If you arrive at the airport before your cases do, you should be able to claim compensation to cover the cost of anything you need to buy urgently such as toiletries, and a change of underwear. If you’re lucky, the airline will offer you a one-off payment at the airport to cover this. Some will only pay out a set amount per day and for a maximum number of days. Some will ask for receipts for any purchases you’ve had to make as a result but don’t offer anything up front.

If you haven’t been reunited with your baggage 21 days after your flight, it’s considered as lost and you can claim against the airline for compensation.

The Airline has Damaged My Baggage!

If you’ve ever watched the way luggage is handled when it comes off of the planes, you’ll probably wonder how you’ve managed to get away without any damaged cases up until now! The airline will look at any claims you make about damage to your baggage, and these are paid out based on the value of the bags plus anything inside that was also damaged.

As with lost luggage, they are entitled to ask you for proof and/or receipts for the items you are claiming for, and will more than likely offer a payment based on depreciation if the items aren’t new. If they’ve just damaged the case, they could even just try to give you a replacement.If you have any problems with baggage, whether it’s lost damaged or delayed, the first thing to do is report the problem to the service desk in the baggage collection hall. If you don’t, it can make the whole claiming process that much harder.

When you report the problem, you should ask the representative to complete a Property Irregularity Report (PIR) and give you a copy of it. The airline you’re going to claim from will want to see the PIR when you make your claim. If you haven’t managed to get a PIR, but still need to claim, it isn’t a legal requirement and you’re still entitled to make a claim – it just slows things down.

Time Limits

The Montreal Convention sets time limits on any claims regarding baggage:

  • Damaged baggage – seven days from receipt of the damaged items
  • Delayed baggage – twenty-one days from the date of delivery
  • Lost baggage – there’s no time limit but it’s advisable to make the complaint as soon as possible, once your luggage has either been missing for twenty-one days or the airline has admitted they’ve lost it.

Lost luggage is an ongoing problem with airlines, and it doesn’t seem to be getting any better. As compensation claiming can be like getting blood out of a stone, the general rule should be that if it’s valuable or essential – keep it with you!

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Hi! I flew from Dhaka to London on last 18 September by Emirates airlines. I checked in 2 baggage at Dhaka airport. When I reached Heathrow one of my baggage was missing in the belt. When finally I confirmed my bag is missing I immediately lodged a complain to the duty officer at Emirates counter. They took my complain, gave me a letter and assure me if the bag is lost they will compensate me. Then, gradually I filled up a form containing details of my bag, vouchers etc. After 1 month customer service emailed me that they delivered the bag at Dhaka and they will not compensate me. I immediately replied that I was traveling to London and I also lodged the complain there at the incident night but after2 week they replied that their response is same. They not even interested to explain it that why they delivered it to Dhaka? Their response pattern indicating me that they are not giving my complain any value and not even explaining anything. Now, can you suggest me what can I do next?
Pavel - 17-Nov-17 @ 5:14 PM
Reni - Your Question:
My bag is missing my valuable documents that leagues.over 2dayes lost my certificate then I don't get job.my situation is very very bad.my first flight experience is very horrible. Wht do l don't now.pls help me

Our Response:
Inform the airline about your lost bag...it may turn up. If it doesn't you will be entitled to compensation. Inform the relevant authorities (that issued your certificate), that your certificate is lost and that you would like a replacement as soon as possible.
YourTravelRights - 6-Nov-17 @ 11:08 AM
My bag is missing my valuable documents that leagues.over 2dayes lost my certificate then I don't get job .my situation is very very bad.my first flight experience is very horrible. Wht do l don't now .pls help me
Reni - 4-Nov-17 @ 2:57 AM
dick - Your Question:
I applied for compensation to buy items, then the luggage arrived (48 later) can I return the unused item to the shop and keep the compensation?

Our Response:
There's nothing specific that covers this. The airline will most likely not know that you've returned the unused item anyway.
YourTravelRights - 20-Oct-17 @ 2:35 PM
I applied for compensation to buy items, then the luggage arrived (48 later) can i return the unused item to the shop and keep the compensation?
dick - 20-Oct-17 @ 12:28 PM
alisonm_85 - Your Question:
My parents have just returned from a Thomson's cruise. Ship left from North Shields and their last stop was Malaga fromthere they flew into Glasgow. As procedure they left their cases outside their cabin at 2pm from there they were taken to the airport, collected and then out onto the flight. On returning home they have discovered all of their holiday purchases, perfum, booze, cigs have been stolen from their case. Are Thomson's liable for the items stolen? They do have receipts. Thank you.

Our Response:
Possibly. Was there any sign that the case had been tampered with? Have they spoken to Thomson's? Is it possible the bag was checked at customs and the items removed?
YourTravelRights - 4-Oct-17 @ 10:08 AM
My parents have just returned from a Thomson's cruise. Ship left from North Shields and their last stop was Malaga from there they flew into Glasgow. As procedure they left their cases outside their cabin at 2pm from there they were taken to the airport, collected and then out onto the flight. On returning home they have discovered all of their holiday purchases, perfum, booze, cigs have been stolen from their case. Are Thomson's liable for the items stolen? They do have receipts. Thank you.
alisonm_85 - 2-Oct-17 @ 6:35 PM
Mummy C - Your Question:
Son and daughter in law on honeymoon. Luggage delayed for 12 hours then a courier was arranged to take it to their hotel within 24 hours. 5 days later no luggage. KLM courier had taken it to the wrong hotel then returned it to the airport without contacting any of the contact numbers. Cases were labelled with the correct address. 14 days later case were at the airport. KLM constantly lied about trying to reunite them on 4 attempts. Only offered £60 compensation for ruined honeymoon. Would never give a figure on what could be spent on essentials. Only £100 spent each. All conversations have been emailed. Has anyone got any advise

Our Response:
If you are not happy with the response or the amount of compensation that KLM has offered you need to follow certain steps as advised by the Civil Aviation Authority Here
YourTravelRights - 27-Sep-17 @ 10:19 AM
Son and daughter in law on honeymoon. Luggage delayed for 12 hours then a courier was arranged to take it to their hotel within 24 hours. 5 days later no luggage. KLM courier had taken it to the wrong hotel then returned it to the airport without contacting any of the contact numbers. Cases were labelled with the correct address. 14 days later case were at the airport. KLM constantly lied about trying to reunite them on 4 attempts. Only offered £60 compensation for ruined honeymoon. Would never give a figure on what could be spent on essentials. Only £100 spent each. All conversations have been emailed. Has anyone got any advise
Mummy C - 26-Sep-17 @ 8:20 PM
Sean - Your Question:
I lost my luggage when I arrived at Glasgow airport from Heathrow on June 30 it was all reported we money buying new cloths for a special occasion we were going to ba paid us the money we spent July 5 had message saying case had been found waited nothing rang them ba said it hadn't been found same thing again 2 more times eventually on July 30 I received my case back can I claim compensation

Our Response:
You were paid for the cost of replacement outfits, what other losses have you experienced? Write the company asking them whether they are prepared to compensate you further.
YourTravelRights - 12-Sep-17 @ 2:09 PM
I lost my luggage when I arrived at Glasgow airport from Heathrow on June 30 it was all reported we money buying new cloths for a special occasion we were going to ba paid us the money we spent July 5 had message saying case had been found waited nothing rang them ba said it hadn't been found same thing again 2 more times eventually on July 30 I received my case back can I claim compensation
Sean - 11-Sep-17 @ 3:36 PM
Hi, yesterday I arrived at Suriname airport JAP on flight KL 713 and accidentally left my neckpillow on the seat .Or maybe it fell of the seat.When I was down and followed the line I told an employee and he referred me to Lost and found. But they said they haven't found it. It is not a big loss but as it is my son's pillow I would be glad to get it back for him.Greetings
Juffie - 10-Sep-17 @ 9:06 AM
I had a bag collected on 7th June by a baggage transfer company to be delivered by the 14th when I arreived at my destination. It is 12 days later and I have no bag,here 6 days and had to buy clothes shoes etc.It has ruined my holiday so far,I am very stressed and have told them I will be taking legal action. The transfer company is passing the buck to the handlers and vice versa but both say I am entitled to nothing.This happened before when I was going to a wedding and the airline company settled when I threatened court action. What do you think? 5am
5am - 19-Jul-17 @ 7:26 AM
Hy I need help if you can please i have been to back home in india Mumbai to visit family who is sick for2 weeks but not take travel insurance these time as i rush to go I fly with emirates while coming back My backpack was empty Actually when we came in mumbai airport we were late as due to Mansoon heavy rain Our weight allowance was 30 per person and we were two me and my Aunt so 60 kg but we had less wait we have been told by check in person leave your backpack ( Laptop) on Hold luggageit will be easier to run to your gate as we were late we were rushing to gate we accept it but forgotten to taken are stuff back as my Aunt doesn't have her own ladies bag everything was in backpack , Purse , card etc when we came in Gatwick aiport the zip was open and when we check as we need money for taxi the bag was nearly empty we lose 600 Pound , plus 5000INR Rupees plus lots of Coin plus Pen bunch as gift for kidsall Card Credit and Debit plus Barclay Card Reader In the airport we straight away complaint to baggage lost property and i got ref no LGWEK22935 These was happen on3July i was so upset i gone straight to check in counter to emirates to ask help they were rude and ruthless no response telling me to contact customer affair When gone home ask them for help he put on me your responible we cannot do anything right a mail online feedback as complaint we look on it I said ok , mean while i call the aiport people of emirates and spoken to manager he was too rude and said you are member i said yes he ask me Card , which card you holding i was thinking customer has been talk through Card higher the card more value , normal person has not value i got respone from emirates mentioning me Dear Mr Barad, LON/X/CAL/060717/7256326 Thank you for your recent correspondence. The events that you have described are being looked into and one of our Customer Affairs Officers will write to you once our review is complete. The review itself may involve a number of operational departments, and possibly third-party providers, therefore our response to you may take up to 30 days. Please be assured that we will do all possible to reply inside 30 days. In any future correspondence with us, please quote the above reference. Thank you for taking the time and trouble to write to us. Yours sincerely, Cristina Scalzi Customer Affairs UK & Ireland Emirates Airline i am still waiting but my whole family was shock and scared to travel to emirates no information was given in mumbai airport to take it out valuable item i do not know whether i will get my money or not but i need justice Please can you help me where should i go to whom to fight with emirate can i get justice Can i get my money back waiting for reply Pls do reply jas
jas - 19-Jul-17 @ 12:23 AM
Agata16 - Your Question:
Hi my boyfriend was flying couple of weeks ago from Vigo, Spain to Hamburg, Germany via Barcelona. He only had a hand luggage and he accepted the offer to check it in. When he landed in Hamburg his bag was nowhere to be found! From there he had to travel from Germany to Netherlands for work as he is working off shore. It took days for KLM to locate his bag and by the time it was found and could be delivered he was at sea! When he returned after couple of weeks to Hamburg, on his way back to Spain, no one could give him the information as to what happened with his luggage. Weeks later still no news. Today he traveled again, back the same route to Germany and was told at the airport in Hamburg his bag was delivered to the harbour in Netherlands to a guy who was not him! No idea what to do, it has been weeks of waiting and it seems this bag will not be recovered. My boyfriend will try to locate the guy when he arrives at the harbour tomorrow but it could be anyone also the name could be fake as they seem to deliver to whoever is present. On other words the airline, KLM, say they delivered the bag but he never received it. What can we do? Where to seek help??? Thank you.

Our Response:
You will need to apply for compensation from the airline if the bag doesn't turn up.
YourTravelRights - 16-May-17 @ 2:05 PM
Hi my boyfriend was flying couple of weeks ago from Vigo, Spain to Hamburg, Germany via Barcelona. He only had a hand luggage and he accepted the offer to check it in.When he landed in Hamburg his bag was nowhere to be found! From there he had to travel from Germany to Netherlands for work as he is working off shore. It took days for KLM to locate his bag and by the time it was found and could be delivered he was at sea! When he returned after couple of weeks to Hamburg, on his way back to Spain, no one could give him the information as to what happened with his luggage. Weeks later still no news. Today he traveled again, back the same route to Germany and was told at the airport in Hamburg his bag was delivered to the harbour in Netherlands to a guy who was not him! No idea what to do, it has been weeks of waiting and it seems this bag will not be recovered. My boyfriend will try to locate the guy when he arrives at the harbour tomorrow but it could be anyone also the name could be fake as they seem to deliver to whoever is present. On other words the airline, KLM, say they delivered the bag but he never received it. What can we do? Where to seek help??? Thank you.
Agata16 - 15-May-17 @ 3:09 PM
The South American airline LATAM lost our suitcase on an internal flight six weeks ago.We have completed all the necessary claims for compensation, but they do not respond. Messages to the email address dealing with claims are returned with the response 'inbox full'. What should we do?Thanks for your help.
SF - 13-Apr-17 @ 7:38 AM
Bundy147 - Your Question:
Hi. Landed back into Heathrow from Vegas yesterday. Nightmare leaving the plane took about an hour, stairs and buses to get everyone to the terminal. Went to baggage reclaim and no sign of my suitcase. Spoke to useless BA staff, it had been scanned as arrived at the baggage carousel. Had a good look around for it and no sign. It has been stolen from the carousel. All reported to the police, but what's my next step? Any help would be great!!

Our Response:
You might have to see what the police come up with. Make sure you have an incident number from them so you can claim on your travel insurance. Ask the airport if they can check their CCTV footage and if any other people's cases were stolen. You could try claiming compensation from the airline but as the baggage did make through to the collection point, this may be a little difficult.
YourTravelRights - 31-Mar-17 @ 12:34 PM
Hi.. Landed back into Heathrow from Vegas yesterday. Nightmare leaving the plane took about an hour, stairs and buses to get everyone to the terminal. Went to baggage reclaim and no sign of my suitcase. Spoke to useless BA staff, it had been scanned as arrived at the baggage carousel. Had a good look around for it and no sign. It has been stolen from the carousel. All reported to the police, but what's my next step? Any help would be great!!
Bundy147 - 30-Mar-17 @ 5:48 PM
Mojo - Your Question:
I need.advice. I lost my luggage travelling with intercape on the 3 of March the say they cant found it and dou g internal investigation what can I do tbey requested receipt and my bankstatements

Our Response:
Make a claim in the normal way, send them your receipts as requested.
YourTravelRights - 29-Mar-17 @ 11:54 AM
I need.advice. I lost my luggage travelling with intercape on the 3 of March the say they cant found it and dou g internal investigation what can i do tbey requested receipt and my bankstatements
Mojo - 27-Mar-17 @ 5:59 PM
Angie - Your Question:
We arrived in Tenerife on March 3rd from Doncaster airport on a package holiday with Thomsons, the luggage was all loaded into the the thomson coach but when we arrived at our hotel the driver left before giving us all of our suitcases , our grandsons suitcase is missing , we immediately telephoned Thomsons who told us to go back to the airport ( at a cost of 60 euros each way to see if it's gone back there) my grandfather and son is 5 years old we had been travelling all day and this was now 8.30 in the evening , we met the thomson rep the next morning on her scheduled visit to our hotel and basically she says the transfer company they use are saying that didn't have any luggage left in the coach , we telephoned the 2 other hotels that were dropped off at , and they say they don't have the suitcase, we know it was loaded in the coach along with all our other luggage. What can we do ??Thomson rep has given me £ 25 per day for 3 days only and now sat there is nothing else they can do ? My grandsons clothes and toys and electronics , along with school work and prescription swimming goggles and ezthma creams were in that luggage , this holiday has been ruined as we have not been able to enjoy our holiday or allow him to play as we have no sensitive sunscreen , no swimming clothes , no toys or electronics to keep him occupied and £75 paid for 2 pairs of socks 2 t shirts and 2 pairs of shorts , Thomsons are just not that bothered , please help , thankfully we go home on Friday and quite frankly we can't wait, Angie taylor

Our Response:
Make a note of everything and make a claim on your return. £75 seems like alot to spend on so few items? Are there no shops/supermarkets in/near your resort? Similarly, you can purchase sensitive skin sunscreen in Tenerife, or you Thomson rep would have been able to get some from a chemist on your behalf. Your insurance company will also be able to advise. In future it's worth putting electronic items like an ipad/DS in hand luggage - your grandson can then also use them on the plane or if there's a delay etc
YourTravelRights - 9-Mar-17 @ 12:19 PM
We arrived in Tenerife on March 3rd from Doncaster airport on a package holiday with Thomsons, the luggage was all loaded into the the thomson coach but when we arrived at our hotel the driver left before giving us all of our suitcases , our grandsons suitcase is missing , we immediately telephoned Thomsons who told us to go back to the airport ( at a cost of 60 euros each way to see if it's gone back there) my grandfather and son is 5 years old we had been travelling all day and this was now 8.30 in the evening , we met the thomson rep the next morning on her scheduled visit to our hotel and basically she says the transfer company they use are saying that didn't have any luggage left in the coach , we telephoned the 2 other hotels that were dropped off at , and they say they don't have the suitcase, we know it was loaded in the coach along with all our other luggage. What can we do ?? Thomson rep has given me £ 25 per day for 3 days only and now sat there is nothing else they can do ? My grandsons clothes and toys and electronics , along with school work and prescription swimming goggles and ezthma creams were in that luggage , this holiday has been ruined as we have not been able to enjoy our holiday or allow him to play as we have no sensitive sunscreen , no swimming clothes , no toys or electronics to keep him occupied and £75 paid for 2 pairs of socks 2 t shirts and 2 pairs of shorts , Thomsons are just not that bothered , please help , thankfully we go home on Friday and quite frankly we can't wait, Angie taylor
Angie - 8-Mar-17 @ 5:19 AM
I flew Singapore to Houston on Emirates in Economy Class & they delayed my 01 baggage upon arrival in Houston which had all clothes which was left back in Dubai; the delayed bag was delivered next day evening; I had same day connecting flight to Calgary Canada on United on day of arrival in Houston which had to be deferred by 02 days as I could not depart for Canada without my clothes; flight changes cost me 300 USD extra. Emirates offers to pay 100USD for delayed baggage as compensation but refuses to acknowledge or pay for consequential charges for my flight rescheduling and hotel stay charges despite me offering all proof to support my claim request. Can I know my rights and how do I proceed? I would appreciate guidance.
ASK - 27-Aug-16 @ 2:10 PM
Hello, I got my damaged baggage in Vienna and Emirates told me to contact with Dolfi company which is responsible for the baggage service. Firstly, I made the report on 31.05.2016 at the Emirates desk and I got no response back for 2 weeks then I made a call to report them again. After that day I got the service from Dolfi company. Dolfi asked me for collecting the damaged baggage. I wasted a day because they couldn't tell me the specific time for the collecting. Never mind I was there. After that they sent me the new luggage as a replacement. I was so glad that the service was quite fast. Unfortunately I opened the new baggage and I found that it came with the broken zip and the 119 euros price tag. So I reported them about this and I asked for my old luggage too because there're additional lockers and that baggage tag with it. They offered me 72 euros to choose a new luggage and I asked them back about my damaged Samsonite baggage. They used the word that they know the price well and they work close with Samsonite. Moreover, they told me the price tag of the new baggage is lied. They told me to pay for the delivery of the old luggage that I want because Emirates doesn't support for the cost. I was so disappointed and I have been trying to contact Emirates. This is not my first time that my baggage got damaged. But this time they just don't service the good way. Now I'm with the broken zip luggage and I don't have my old luggage with me. My next flight is on 31.07.2016 which means I have only few days left. Do I have any rights to sue them? Please give me some advice
Sakura - 20-Jul-16 @ 10:18 AM
Ed - Your Question:
I forgot my wallet in an Emirates aircraft while transiting through Dubai airport back to UK. The airport confirmed that they found it but they can't send the cash that's in it back because of UK regulations. What should I do to get back my hard earned cash?

Our Response:
You may have to claim from your insurance or submit a legal claim for compensation to the airline.
YourTravelRights - 10-Jun-16 @ 11:39 AM
I forgot my wallet in an Emirates aircraft while transiting through Dubai airport back to UK. The airport confirmed that they found it but they can't send the cash that's in it back because of UK regulations. What should I do to get back my hard earned cash?
Ed - 8-Jun-16 @ 9:27 PM
ferzinhapb - Your Question:
Hi, my husband and I where supposed to fly from Paris (Orly) do Palermo on March 31th 2016 with all our belongings (we are moving from France to Italy), but because of the french strike on that day, our flight was cancelled. Vueling got places for us in a flight via Barcelona on April 1st, even after I'd insist I prefer a direct flight because we got all our stuffs with us (I was said there was no more direct flights.). Well. We got the plane and I saw our bags being putted inside the plane. Here, I must highlight that our luggage was formed by 3 suitcases, 2 guitars and an amp in a flight case. In Palermo, none of this volumes showed up. No one. We filled the airport claim and got a PIR. At our new home, in Trapani, 72 km from the airport, the first thing we did was contact the company by phone (not worked) and internet (no response until today). The next day we got a bus and went to the airport as nobody from Vueling answered. On Sunday (3th), one suitcase (mine full mine clothes) and the flight case with the amp arrived. Until today (7th) the 2 guitars (american handmade Gibsons, expensive ones) still missing. The 2 other suitcases which contains 12 guitar pedals, expensive cables and my husband clothes + a Mac laptop are also missing. We contact Vueling daily and their answer is always the same: we don't know where the bags are. Besides the panic of losing everything we feel impotents because we don't know what to do. Since three days ago, my husband start buying clothes and shoes (we hope he will be reimbursed). But we don't know how to be compensate by the lost of the guitars, the pedals and the computer which, summed, will cost much more than the ridiculous 1220 euros compensation by volume (the assurance my husband got from Vueling, when booking the ticket, said they didn't cover a value higher than 60 euros!!). Please, tell me: what we can do? should we consult a lawyer? If the bags didn't appear, never more, will my husband be compensate by the loss of his musical instruments?

Our Response:
You shold be compensated in line with the above laws but your travel insurance might be the best option to try and replace the other items.
YourTravelRights - 8-Apr-16 @ 12:39 PM
Hi, my husband and I where supposed to fly from Paris (Orly) do Palermo on March 31th 2016 with all our belongings (we are moving from France to Italy), but because of the french strike on that day, our flight was cancelled. Vueling got places for us in a flight via Barcelona on April 1st, even after I'd insist I prefer a direct flight because we got all our stuffs with us (I was said there was no more direct flights...). Well. We got the plane and I saw our bags being putted inside the plane. Here, i must highlight that our luggage was formed by 3 suitcases, 2 guitars and an amp in a flight case. In Palermo, none of this volumes showed up. No one. We filled the airport claim and got a PIR. At our new home, in Trapani, 72 km from the airport, the first thing we did was contact the company by phone (not worked) and internet (no response until today). The next day we got a bus and went to the airport as nobody from Vueling answered. On Sunday (3th), one suitcase (mine full mine clothes) and the flight case with the amp arrived. Until today (7th) the 2 guitars (american handmade Gibsons, expensive ones) still missing. The 2 other suitcases which contains 12 guitar pedals, expensive cables and my husband clothes + a Mac laptop are also missing. We contact Vueling daily and their answer is always the same: we don't know where the bags are. Besides the panic of losing everything we feel impotents because we don't know what to do. Since three days ago, my husband start buying clothes and shoes (we hope he will be reimbursed). But we don'tknow how to be compensate by the lost of the guitars, the pedals and the computer which, summed, will cost much more than the ridiculous 1220 euros compensation by volume (the assurance my husband got from Vueling, when booking the ticket, said they didn't cover a value higher than 60 euros!!). Please, tell me: what we can do? should we consult a lawyer? If the bags didn't appear, never more, will my husband be compensate by the loss of his musical instruments?
ferzinhapb - 7-Apr-16 @ 8:52 PM
Hi, my husband and I where supposed to fly from Paris (Orly) do Palermo on March 31th 2016 with all our belongings (we are moving from France to Italy), but because of the french strike on that day, our flight was cancelled. Vueling got places for us in a flight via Barcelona on April 1st, even after I'd insist I prefer a direct flight because we got all our stuffs with us (I was said there was no more direct flights...). Well. We got the plane and I saw our bags being putted inside the plane. Here, i must highlight that our luggage was formed by 3 suitcases, 2 guitars and an amp in a flight case. In Palermo, none of this volumes showed up. No one. We filled the airport claim and got a PIR. At our new home, in Trapani, 72 km from the airport, the first thing we did was contact the company by phone (not worked) and internet (no response until today). The next day we got a bus and went to the airport as nobody from Vueling answered. On Sunday (3th), one suitcase (mine full mine clothes) and the flight case with the amp arrived. Until today (7th) the 2 guitars (american handmade Gibsons, expensive ones) still missing. The 2 other suitcases which contains 12 guitar pedals, expensive cables and my husband clothes + a Mac laptop are also missing. We contact Vueling daily and their answer is always the same: we don't know where the bags are. Besides the panic of losing everything we feel impotents because we don't know what to do. Since three days ago, my husband start buying clothes and shoes (we hope he will be reimbursed). But we don'tknow how to be compensate by the lost of the guitars, the pedals and the computer which, summed, will cost much more than the ridiculous 1220 euros compensation by volume (the assurance my husband got from Vueling, when booking the ticket, said they didn't cover a value higher than 60 euros!!). Please, tell me: what we can do? should we consult a lawyer? If the bags didn't appear, never more, will my husband be compensate by the loss of his musical instruments?
ferzinhapb - 7-Apr-16 @ 9:49 AM
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