Baggage lost by an airline: What to do?

Today, it is estimated that one passenger out of a hundred is affected by the loss of his luggage by an airline. Certainly it is not much, but it is still necessary to be vigilant because it can happen more often than we imagine ... The proof in 2015 when Bradley Tilden, CEO of Alaska Airlines, had the bad surprise of not finding his suitcase for 24 hours after getting off a plane of the company ... Alaska Airlines! Like what, it can really happen to everyone ;)  Discover what to do when you can't find your suitcase after getting off the plane!

1. Report your loss within 21 days

If you notice that your baggage is missing from the arrival carousel, you must report it to the airport baggage claim office. A Property Irregularity Report (PIR) will be issued to you with a personal reference number that will give you access to online baggage tracking. If you cannot find the baggage service or it is closed, you can go to the airline's website and fill out a lost baggage form.

Once you have completed one or more of these steps, the search for your precious baggage is launched! If the baggage is found, the company will contact you to explain the return procedure according to its general terms of sale or transport. If your luggage is not found within 21 days, it is considered lost.

In all cases, before your baggage is definitively considered lost, you are strongly advised to file a written claim with the company. Please note that the time limit depends on the convention to which your company adheres. If the Warsaw Convention applies, you have 21 clear days. If the company follows the Montreal Convention, you will have to respect a period of 14 clear days. In most cases, you will find the applicable convention on your airline ticket.

2. Keep invoices for your necessities

The loss or delay of your luggage often leads to the purchase of essential goods (to replace those present in the missing luggage). In this case, it is important to keep all the purchase invoices in order to be able to make a request for reimbursement to the airline company (the acceptance of the request depends on the company).

3. What refund in case of lost luggage ?

If the 21-day search period for your baggage is exceeded and your property is not found, you can obtain a refund. You must provide invoices or proof of purchase for the goods lost with your baggage. You will be reimbursed the amount equal to the invoices provided and this amount will be capped at either 1,131 SDRs (between approximately 1,300 and 1,400€) if the Montreal Convention applies, or at 19 SDRs per kg of luggage (approximately 23.40€ per kg) if the Warsaw Convention applies.

TO KNOW :

There is a way to ensure full reimbursement of goods in case of loss. You can, for an additional fee, make a special declaration of interest when you check in your luggage. This is a declaration of value assigned to your baggage that increases the airline's liability limit. The airline will then have to compensate you for the amount previously declared. Very practical and recommended if you leave valuable objects in your suitcase in the hold.

4.In case of refusal of compensation or lack of response

If you receive a refusal or no response from the airline within 2 months, you can refer the matter to the Tourism and Travel Ombudsman (if the airline concerned has signed the Mediation Charter).

If your efforts are still unsuccessful, you can take your case to court.

For a dispute less than or equal to €10,000, you must contact the Tribunal d'instance (TI). If the dispute is greater than 10 000€, you should approach the tribunal de grande instance (TGI). You can also claim damages for the prejudice suffered.

Now you know what to do if your luggage is lost or delayed!

 

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