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.
Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.
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!
Help please
I filed a lost baggage report at Melbourne airport on the 18th December 2017 (which was actually filed wrong) so when flying back on the 28th December 2017 I had to re-report my baggage to Dnata baggage services where I was provided with $50AUD to cover expenses at the airport.
China Southern Airlines correspondence has been terrible, and only now am I in regular communications with a representative from Melbourne Airport. Due to the loss of my luggage, I had to incur a number of expenses to complete my trip and subsequently when I arrived back home as I was headed straight to work from landing.
Initially China Southern Airlines were trying to state that the $50AUD is the only compensation they are entitled to give me by their company policy. Since then, after countless emails battling my case, they have increased the offer to $100AUD which is still nowhere near the amount to cover the delay of my luggage and subsequent expenses incurred.
I have responded saying that the new $100AUD offering is not enough. Any help from here would be much appreciated, namely, what are my rights in this situation etc.
Many thanks
Ollie
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?
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.
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
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
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
I have emailed my claim and they have replied I need all these documents:
In order to proceed with your claim for delayed baggage, we must receive from you the following documentation:
Original PIR (Property Irregularity Report, issued by the airport)
Original Baggage claim tag
Original Boarding pass
Original Invoices for basic expenses
I was not given a PIR at the airport and I couldnt possibly know that I should have been given one, as I have only learnt what that is. I was given a photocopy of the airline contact details with my track number. I have the luggage receipt stuck on my boarding pass, but not the suitcase tag, which I binned.
Questions:
1. Can Vueling refuse to honour my claim without those?
2. Is there anyway I could get a copy of this PIR si ce I did file a report for my missing bag?
Many thanks for all your help
Udaykiran 9849473598
i have not received any money towards compensation, please advice me what to do
Most airlines will only pay out a set amount per day and for a maximum number of days. You may also be asked for for receipts for any purchases you've had to make.
Thanks.
She is obviously upset by this and wants to sue them. Do you think it's worth her time? If yes, now can we find lawyers experienced in this are? Thanks
I paid £50.00 at Sumburgh airport to have my 2 bags checked through to Heathrow, I have the receipt for this payment the receipt number is 267 4521093728 4.
Neither of my bags arrived at the baggage claim by the time the belt stopped.
There were no staff at the baggage claim so I used the customer phone to contact the airline. The phone called another phone on the same desk that was not occupied.
I spoke to the security man at the door and he recommended I go out of the baggage claim area and use the phone on the wall by the door.
I tried this phone 5-6 times and it rang out every time, so I looked for some assistance from airport staff. The staff member also used the phone 3-4 times with the same result of the phone ringing out.
He advised that I wait outside the door for someone to arrive wearing a red lanyard. This member of staff arrived and offered to take me back through security, I am not sure who this man was, he did not tell me if he worked for Virgin or the airport. He asked if i had any liquids to which i replied i had an expensive bottle of gin from duty free in Edinburgh. The security man told me this would be confiscated, so I was left with the dilemma of loosing by paid for goods to go back to an empty carrousel and still have no bags. I explained that it was unacceptable for me to have to give up my property and I was told the only other option was to leave without my bags.
This morning I e-mailed your customer services to see how to retrieve my bags but got no reply. So this afternoon at 15:42 I phoned the 0344 209 7304 and spoke with a member of staff called Amanda (she refused to tell me her sir name). Amanda advised that I was incorrect and that there were staff at the desk when I arrived to collect my bags and that there is nothing she can do apart from allow me to drive from Bristol to Heathrow to collect my bags or to have them sent to me at my expense! She advised that this is because I did not fill in a form at the airport. How can I have filled in a form when as far as I know their were no staff members available to give this advise.
Can you offer any advise on where I stand with this, can I force them to send the bags?
Regards
Mark Bryant
Lessons Learnt: Beware travelling with Emirates. Always put tag on bag with name & phone no. Add color tag/something loud to identify. Take photo of suitcase/bag. Do not let them away with being incompetent!
I have someone bag and i got this bag in Gatwick airport because the first name was same and i was really excited to meet my partner after three months. I realised after 2 days and don't give so much attention because i was busy with my things. My partner checked email after three months and he found the email from easy jet about the luggage. I admitted that i have luggage and i have to give back. I got contact of that girl and sent luggage back and now the problem is the passenger what i have luggage told me she has a lot of things in the luggage and its not there and she want to claim to easy jet and what would be happen with me now. I promised what she has i sent same like and i didn't take anything but it is my mistake i did this late too much.
WHAT SHOULD I DO NOW I AM REALLY WORRY AND I AM PREGNANT AND IT IS VERY BIG HEADACHE FOR ME.
anyone can advise me of any standard procedure to go about?
I did some calls to couriers and found out they were never instructed to retrieve my wifes bag from the hotel and thats where the bag had remained for the entire cruise yet we told it is at the airport. I had to pay for the bag to be sent to me at the airport.
I have read relevant treaties and so for and understand how they apply yet my bag was delayed then attempted to be delivered all be it to wrong place then my bag was just left unsecure at the hotel and then when I enquired about its whereabouts they told me they didnt know and I would have to file a lost luggage claim.but I discovered it wasn't lost.this bag contained my wifes clothing evening dresses for formal dining, children's xmas presents in short my wife being without het luggage for the total duration of our holiday , our holiday was ruined .who do I approach first for compensation fyi the cruise cost 12000 $ including flights etc and was booked fully through an agent of the cruise line.
On arriving we observed 1) first bag fully torn and 2) Second bag did not arrive at Hyd
On inquiry with jet ., they refused to make any compensation even for the office clothes and shoes which i had to attend
next even after follow up ., the call centre informs that bag info is available at hyd and does not know when it may be delivered
they refuse to provide the contact no or their higher up contact so we can inquire directly
they say they have no information and than they are not authorised
These airlines do not wish to/ empathise with the problems of the traveller but take it for granted
i have written mails to jet and BA., and yet to receive any reply by mail or by a call
My baggage is tottaly damage. Is Malaysia to colombo. Colombo to mumbai.16 September our flight time 9:00..
Emirates needs to understand once and for all that all their extensive advertising to get unsuspecting passengers isn't their sole responsibility. I understand there is a Montreal convention guideline but I think a precedent should be set for the extent of disregard and pathetic customer service delivered by Emirates
My wife had travelled from India to Qatar via colombo in srilankan airlines,on 17th december 2013.the worst day in her life.we lost her baggage which contains all her medical records since 2004 (all original) so far nobody turned up for neither my baggage nor my compensation.
Very very poor response from their customer care.Whenever I am calling they have been telling,"yes we are looking in to the issue"
Very bad customer service even worst than anything else I hope.
My daughter got married while were their. The dress and jacket which I wore on her special day was packed carefully in my case, along with all my best dresses and the camera and my partners suit ext. I also packed my gold necklace ect.
When we arrived at Manchester 2 my suit case was missing. I reported this immediately with lost baggage and was issued PIR number. I have made numerous telephone calls to the following numbers, 0844 375 4258 also 0871 2887392 (this call is charged at 10p per minuet and was on hold for 90 minuets but was not able to speck to anyone
My daughters wedding reception is this Sunday 24/08/14 but I have not got my outfit to wear which cost me £290. I have to wait 21 days before I can make a claim with my travel insurance. Can I get any compensation from Thompson airline before the above date to allow me to purchase a new outfit for my daughters wedding reception on Sunday.
Please can you help me, I am so upset.
Regards
Jacquie
I have no receipts ( in shock, not thinking). What can i expect from SCOOT, can they knock me back because of no receipts ?
Fly Dubai was not so keen to trace my Bag in Dubai Terminal 2 as i arrived. FLYDubai is offering me a compensation for US D 140.00 . There so many valuable items in baggage.just my Bag was costing me only US D 140.00.
Does any one knows what is IATA rules for lost bags .please help me out to solve this problem.
Thanking you
Nishu
How can i know and from where which is the maximum amount of compensation you can claim, which is based on international currencies, and calculated on a daily basis by the International Monetary Fund for a delayed luggage from KLM.
2 weeks of vacation on a cruise with nothing on me and no phone call for 10 days from no operator from KLM after many emails and phone calls from my side to all the calling centers, AMS airport, BCN airport, etc.
Thank you!
Amplify and you will get NO HELP FROM EMIRATES.
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