What to do if your luggage has been lost, delayed or damaged?
With 190,000 passengers arriving and departing every day at Heathrow alone, there’s no doubt some passengers may experience luggage problems. Whether your luggage has been lost, damaged, or delayed this guide will help you understand what you can do and your rights.
My luggage has been lost what can I do?
The CAA advises that “When hold luggage is lost, delayed or damaged airlines are liable for your losses. However, there are no rules which fix the amount of compensation you should receive. It will depend on the value of what you have lost and the maximum will be around £1000, however, it would be very rare for you to receive this much.”
Measures you can take to protect your luggage:
- Label your luggage (Include your name, address and email address on the inside of the baggage in case the tags on the outside are lost.)
My luggage has been delayed what can I do?
Most airlines will reimburse you for the essentials you need to buy when your bag is delayed. If you are away from home this may cover essential toiletries, underwear and laundry costs. If your bag is delayed on your return home, airlines may consider that your losses were less as you had clothes and other essentials available to you. Some airlines have a daily rate which they will pay per day your bag is delayed.
If you are claiming for a lost or damaged bag when you have been on two or more different airlines on a journey, you can claim from any of the airlines, however, it would usually be the final airline that would handle the claim so they are a good place to start.
How to complain if your luggage is delayed, damaged or lost?
You must report the fact that your luggage has been lost, delayed or damaged at the airport and keep a copy of the Property Irregularity Report which staff of the airline will complete. To make a claim you must then contact the airline in writing:
- Within seven days for lost or stolen items, or damaged baggage
You will have to demonstrate that your bag and its contents were worth the amount you are claiming by using receipts, credit card records or any other proof of value. Airlines also do not allow for “new for old” replacement when considering the value of your claim. They will look at the value of the item based on its age when lost.
- Within 21 days for delayed bags from receiving the delayed bag
If you’re unhappy with the resolution provided, you can contact AviationADR who will be able to assist with your complaint. Click here for more details on how we can help with your dispute.