How to Deal with Your Lost Luggage

Administrator — Sat, 04 Aug 2007 12:43:37 +0000

Question: I was supposed to fly to Athens on British Airways via London in September 2006. When I arrived at Heathrow Airport, I missed my connecting flight because of security delays. I was put on the next available flight to Athens via Olympic Airlines, while being assured by the British Airways representative that my luggage would arrive with me.
Unfortunately, my luggage was delayed at Heathrow for five days, which was one-third of my vacation. I filed a claim in Athens with Olympic, since there was no one at the British Airways luggage desk, nor would they answer the phone.

I finally received my luggage at my second destination, Mykonos. I had to spend $370 in the meantime for essential items, such as toiletries and basic clothing. I faxed and mailed my claim to British Airways repeatedly. I finally received a reply indicating that because my second flight was through Olympic, they are responsible for refunding my expenses. However, my luggage never made it out of British Airways’ hands to get to Olympic because it was sitting at Heathrow for days.

Can you help me get reimbursed?—Michelle Honesty,Chicago

Answer: Even though Olympic never handled Honesty’s luggage, she still needed to file her claim for expenses with the Greek carrier, not with British Airways.

Honesty filed her initial lost-luggage report with Olympic as a default, since she couldn’t contact British Airways. She should have followed up with her compensation claim with Olympic as well: It’s standard practice for the carrier you last traveled on to handle your luggage claim, regardless of who you think lost your bags.

Honesty’s luggage was delayed at Heathrow partially because of the increase in checked baggage after carry-ons were restricted in the wake of the August 2006 terrorism scare. British Airways’ operations are currently split between two terminals, and since Honesty missed her connecting flight to Athens, her luggage had to be transferred from one terminal to another. Sixty-one percent of baggage incidents involve connecting passengers.

Airlines typically reimburse passengers for purchases of basic toiletry and clothing necessities when their luggage is delayed, though policies and spending limits vary.

Honesty sent her claim repeatedly to British Airways, but she should have pursued it with Olympic instead. However, British Airways didn’t clarify the procedure.

“The letter she received from Customer Relations wasn’t worded properly,” says British Airways representative Michele Kropf. “It should have stated that the airline she filed the initial claim with (Olympic) is the airline she should follow up with.”

Because of the miscommunication, British Airways apologized and sent Honesty a check for $370.

How can you avoid trouble?

•File your claim with the right carrier. The airline you flew with last is the airlines that should handle your claim. Be sure to file immediately — airlines may reject your claim if you delay.

•Label your baggage, inside and out, with your local contact information. If you’re traveling extensively, put a copy of your itinerary inside the suitcase, including contact details at each stop.

•Ask about reimbursement. You’ll typically need to submit receipts for purchases. Airlines may not reimburse totally, citing the so-called residual value of your purchases. They also cap spending, often at $25 a day.

Is My Delta ticket protected?

Administrator — Sun, 02 Apr 2006 18:22:43 +0000

Hi,
I purchased a delta ticket, via orbitz? Is that protected? It was, of
course, paid by a credit card? Any other protection tips. Trip is in
September. I hadn’t investigated enought before buying ticket and now I
hope it it’ll be okay. THanks. Nancy

Hello Nancy,

I’m not sure how much you can protect it…. I think that travel insurance may not cover Delta since they filed for chapter 11(or was it 13?)… either way, if they go under, someone may pick up their tickets and transport you to Greece… but that is based on space available.. your credit card may not protect you for a ticket bought so far in advance(you’ll have to check with your credit card company on that)…

I’m not sure how “protected” you will be with this ticket…but don’t worry about it too much, because you wouldn’t be very protected with any ariline anyway…none of them are doing very well and could go under at anytime…

Wish I could be of more help…but unfortunately, no one knows what will happen until it does!

I wouldn’t worry about it until you find out that there is a problem since there isn’t much you can do about it(short of paying the cancellation fee, purchasing a new ticket with another airline and then hoping that airline doesn’t have a bad year and go under!)

David

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How to Deal with Your Lost Luggage

Is My Delta ticket protected?