AdviceCentre™ Article

Plebble's Guide to Airline Baggage Problems

Plebble has put together some information to help you if your baggage has been delayed or lost from a flight.

Delayed Baggage

If your baggage is delayed, there are no set rules saying what an airline should do for you. Your airline should cover your expenses for any "essential" and "unavoidable" things you had to buy because you didn't have your baggage. They might give you cash sum upfront or ask you to keep receipts and claim the money back later.

Lost Baggage

If your bag has been delayed by more than 21 days, then, under the Montreal Convention (an international aggrement setting out what airlines are liable for), you bag is considered "lost" and your airline must pay compensation.

The compensation should reflect the value of items lost. The airline may ask for receipts or other proof of value/ownership. But there is a limit to how much you can claim for, currently £1,049. If you have appropriate travel or contents insurance, it may be better to claim on your policy, rather than direct to the airline.

If you were on a connecting flight with different airlines and you checked your baggage through to your final destination, then you can claim from ANY of the airlines you travelled with. So, if the airline tries to shift the blame onto the other airline, don't let them.

If there were individual items missing from your baggage, rather than your whole bag, then you can try claiming, but it is difficult to prove that they really were in the bag and so a successful claim will be more difficult.

Damaged Baggage

If your suitcase or items inside are damaged, you can claim compensation for the items within 7 days of picking up your bags. The Airline may ask for receipts or other proof of value and may deduct depreciation.

What you should do

If at all possible, you should not leave the airport until you have reported your problem to service desk in the baggage hall or to the airline. And you should not leave until you have made out and obtained a copy of a Property Irregularity Report(PIR). You can still make a claim without it, but it makes life more difficult. If your baggage is missing, this is also the time to find out what assistance your airline will give you until your baggage arrives. Do not just assume they will pay you back for anything you have to buy - ask them for clear guidance before you spend anything.

NB. Filling out a PIR does NOT mean you have made your claim. You need to write to your airline asking for either delay expenses or compensation as appropriate and you should enclose a copy of your PIR.

You must send in a claim for damaged baggage within 7 days of picking up your baggage.

You must claim for expenses resulting from delayed baggage within 21 days of receiving your baggage.

There is no time limit for claiming compensation for lost bags, but it is best to get your claim in as soon as possible after the 21 days needed to define your bag as "lost."

Sources and further information:

Air Transport Users Council Advice

UK European Consumer Centre Advice

Click here for an address list of where to send you claim for some of the UK's more popular airlines.

If you are struggling to resolve a problem with your airline, take a look at Plebble's Guide to 'How to Complain about your airline'

If your flight has been delayed or cancelled, take a look at Plebble's Get Smarter article on 'Know your rights when your flight is delayed or cancelled' to find out what you are entitled to.

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Posted by Plebble Admin at 18:30 on 19-Feb-2009