Flights and airports Delayed, lost or damaged luggage
Your rights
Around 85% of lost bags are traced within a day or two
Baggage is one of the biggest areas of complaint for air passengers. 'Mishandled' luggage means inconvenience and frustration for individuals - and it can be costly too. The term actually represents four categories: delayed, damaged, missing items and lost.
According to the Montreal Convention, airlines are responsible for the bags they allow you to check in, although their liability is limited. If you are carrying something valuable, either get a 'special declaration of interest in the delivery of your luggage' from the airline (you may have to pay a supplement and not all airlines will allow this), or carry the item in your hand luggage.
The Montreal Convention
This was implemented in the UK in 2002 under the Carriage of Air Acts and sets out airlines' liabilities for flight delays and death or injury to passengers, as well as lost, damage or delay of baggage. The convention applies to both international and domestic travel, although not all countries in the world are signatories of the agreement.
For mishandled baggage claims, the liability limit of airlines is 1,131 Special Drawing Rights per passenger. This is a maximum limit - claims are assessed on the basis of the 'damage occasioned by delay in the carriage by air of passengers, baggage or cargo', or of the 'damage sustained in the event of the destruction or loss of, or damage' to baggage.
Damage is considered by airlines to be costs such as expenses incurred by passengers buying essential items when luggage is delayed, or compensation for lost of damaged baggage. However, it can also be incidental expenses related to the mishandling of baggage. These may include the cost of transportation to go and pick up a delayed bag from the airport.
What to do if your luggage is damaged
If you arrive in the baggage hall to find your luggage has been damaged, go to the relevant luggage handling counter at the airport and fill in a Property Irregularity Report (PIR). The airline or a representative for the airline will then contact you to discuss the extent of the damage and their recourse - which could take the form of a new suitcase. It is not a legal requirement to have a PIR, but it does speed up the claims process.
What to do if your luggage doesn't turn up
Go to the relevant luggage handling counter at the airport and complete a Property Irregularity Report (PIR). Before leaving the terminal, get a copy of this and take the handling agent's contact details. The agent will be able to track your luggage via its barcode and should tell you what has happened (the relevant barcode for your luggage will have been attached to your passport or the part of your boarding pass that you keep). The agent will also ask for details of your future whereabouts so that they can return the bag to you if it does turn up.
Remember that genuinely 'lost' luggage is a bag with no ID, so make sure that your details are attached outside and inside. If you are concerned about security, and don't want to include your name and address on the bag, then simply put on your mobile number or email address so you can be contacted.
Buying replacements
When you arrive at your destination without your bag, you will probably need to spend money on essentials. But don't go on wild shopping spree - buy only what you need and keep receipts. In most cases, the airline will quickly trace your bag and will have it delivered to you, free of charge, in the next day or two.
How to make a claim
If your luggage have been damaged or lost, you can claim compensation from either the airline or your travel insurance provider. Unless you make a 'special declaration of interest in the delivery of your luggage', the most an airline can pay you is 1,131 Special Drawing Rights (about £1,118).
If you want to claim compensation for damage, write to the airline within seven days of receiving your luggage. For delays, write within 21 days from when you handed your luggage to the airlines.
If your bags haven't turned up after 21 days, they are considered lost and you should claim straight away. Airlines, however, generally do not accept any liability for inconvenience, stress or any consequential losses arising from the delay or loss of baggage, although if the flight was part of a package, you should put in a claim for this against the tour operator.
Airlines will ask passengers to provide receipts along with their claim, or if no receipts are available, a list of when and where the items were bought. Be warned: the compensation you receive is unlikely to cover the full cost of replacing the items, and you may be better off claiming on your insurance policy (assuming you have taken out a policy that provides a 'new for old' basis).
FAQs
You should report lost luggage as soon as possible
What can I do to avoid lost luggage?
There are several things you can do. Before you pack, visit the airport's (or your airline's) website to ensure that you're up to date with current security restrictions. And check name labels on your luggage - incorrectly printed, lost or torn-off labels are a major cause of luggage going astray, so before your bag disappears from check-in, make sure staff attache the label securely.
Should I make my suitcase stand out?
That is a good idea. Black/dark suitcases all tend to look alike, so slap bright stickers or strips of gaffer tape on yours to cut down the odds of someone else walking off with it by mistake. Label it clearly and get rid of old flight tags.
Is it true that I'm more likely to run the risk of losing my luggage if I don't fly direct?
Things are more likely to go wrong when you change flights at a 'hub' airport. Up to 40% of luggage being transferred between flights need to be sorted out manually, as scanners fail to read labels that are badly printed, damaged or have been torn off. Avoid tight connection timings too -you may just make it to the next flights, but the chances of your luggage doing the same aren't so high.
I don't want to put my address on the label attached to my suitcase for security reasons, what should I do?
It is a good ideas to put some contact details on the bag, preferably inside and out. If you're worried about security, then don't include your address, just add a mobile number or email address where you can be connected.
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