Lost luggage

There is no worse nightmare for any traveller than losing luggage. Along with the uncertainty of when, and indeed if, you will get it back, travellers must endure the stress of losing their personal belongings, the expense, and the unwanted situation of being without the items you need.

Figures have revealed that nearly 200,000 UK passengers a month have had their luggage lost or misplaced at airports over the last two years. Estimates from travel insurance company Insure and Go say that 25% more bags are lost in August than any other month, and January loses the least. The research, based on a poll of 1,514 people, also found that holiday makers are getting so worried about having their luggage lost or stolen that more than 3 in 10 of them (31%) say they have occasionally packed less, so that they can keep their luggage with them throughout the flight in order to reduce the chance of loss or theft.

So, what can you do to be more prepared? We have compiled some useful information to help you cope, should this travel nightmare happen to you!

Preparation

Here are a few tips to help avoid the trauma of lost luggage before you travel.

Make a list of everything you have packed so if the bags are lost you can use it as an inventory. Take a picture of your bags too - having a photo of your luggage is easier than describing what your bag looks like at the claims desk.
Put your name, address and contact details on a piece of paper inside your luggage in case the label on the outside falls off.
If your luggage contains recently purchased items try to keep receipts at home.
Pack items like jewellery and cameras in your hand luggage. Some airline's consider these 'unacceptable baggage items' so you won't be able to claim compensation.
Take out travel insurance before your trip to ensure your luggage is covered.
Brightly coloured or distinctive luggage is easily identifiable. This helps prevent other passengers from mistaking your bags as theirs and deters thieves
Before you travel investigate your airlines and airports ‘lost luggage’ policies
If travelling with someone else, pack some of your items in the other person’s luggage and vice versa. That way, if one bag is lost you have at least some of your personal items with you.
Pack a day's worth of clothes in your hand luggage as back up.

What to do first

As stated by the British Airports Authority individual airlines have responsibility for the management and security of your bags. If your baggage does go missing in transit you must report your lost luggage immediately to your airports lost baggage desk. Give a description of your cases as best as you can (or take a photo before travelling). You’ll be given a reference number so that you can track the progress of your lost luggage either online or by phone. Your airline might request a list contents or some of the original receipts for these items.

Asking to fill out a Property Irregularity Report (PIR) is also advisable as it will help with any future compensation claim that may be necessary.

You may receive some money to fund emergency purchases but the amount often varies between carriers. Some airlines do not declare your bags lost until they have been missing for a certain amount of time. The airline then acts like an insurance company, and like insurers their offer for compensation is unlikely to match your claim in full.

Unusual luggage

When you check in certain types of luggage – (i.e. prams, buggies, musical instruments or sporting equipment) some airlines attach a Limited Release Tag (LRT). This is intended to remove the airline’s liability if the item is damaged and you could find that the airline refuses your claim. However, if your airline accepts your item at check-in and your item is actually checked in luggage it must accept liability for it.

Connecting flights

If your trip involves several connecting flights between different airlines you may be able to check in your luggage just once for the entire journey. If you inter-connecting flights and you are only required to check your luggage in once and it is then lost you can claim against any of the airlines that carried it. However, most airlines try to blame each other and refuse to handle the claim. (If this happens they are in breach of the Montreal Convention. Click here for more information.)

Making a claim

If it is certain your bag has been lost, first you need to write to your airline explaining the issue (keep a copy of the letter for yourself). Tell them the circumstances surrounding the lost luggage and also supply an inventory of everything that was in your case, providing proof of purchase where possible. New legislation means that holidaymakers can now claim up to £850 in compensation.

Insurance

You may be entitled to compensation from your airline, but many will ask passengers to claim for their lost luggage on their travel insurance (it’s possible that you could get a bigger payout) Remember - many insurers do not cover valuables in luggage stowed in the hold of the aircraft, so read all the small print before you do contact your insurance provider. If your insurance company does cover you for lost luggage it is likely that they will make a money reclaim from the airline's insurance anyway.

If you feel that your insurance company have treated you unfairly or their estimation of the value of your claim is too low, then help is available. All insurers are obliged to operate by the rules of the financial watchdog, the Financial Services Authority (FSA), and so if you have a grievance you can contact the Financial Ombudsman Service to complain. More information about how they can help can be found at www.financial-ombudsman.org.uk.

Have you any Lost luggage nightmare stories to share? Contact us and tell us all about them!

For further information and help check out these sites, www.citizensadvice.org.uk, www.globalbagtag.com, www.flymycase.com and www.caa.co.uk

Lost luggage - A travellers worst nighmare

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