The Money team is answering your Money Problems as part of our Consumer Rights Week…
British Airways lost all our luggage. My wife and I arrived in San Francisco in July for a four-week road trip with nothing other than the clothes we were standing in, a camera, a laptop and two electric toothbrushes. We put in the claim, for just over £1,000, on 13 August (we returned to the UK on 10 August). We received an acknowledgement on 27 August, but we have heard nothing since then. I have just checked progress on their website, and it states they have closed the case. Please help.
Howard Holmes
Thanks for getting in touch, Howard.
This is the nightmare scenario every one of us has waited by a carousel panicking about.
There are rights in place to ensure travellers whose luggage goes missing get some money back, though frustratingly they only cover material items and not compensation for the stress and ruined holiday.
Even with material items, there’s a limit to how much you can expect back – we’ll go into all that shortly but from the off, it’s clear British Airways has let you down in this case.
It comes as a surprise to many that BA doesn’t come out well on review sites (it has 1.4 on Trustpilot). Not all of that can be attributed to people having higher expectations of the national carrier. They are one of the companies we’re emailed about most.
You told me that, based on a long queue at the baggage desk, many people on your flight had been in the same position and that BA initially appeared keen to help, but after so long without firm action, you started to think the company was hoping you and your fellow passengers would become “fatigued”.
The first step with cases like this is for us to drop an email to company. In this case, a spokesman quickly got in touch to say they’d look into your case.
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You told me this seemed to prompt action and within two weeks you received some compensation.
BA didn’t provide me with a statement, but I understand they apologised to you for your experience.
Without details, I asked you to outline what they’d offered. You said:
“They have come a long way since quietly dismissing our claim,” you said.
“I wonder how many other passengers on that flight received anything, or did they just give up?”
Despite the settlement, the Holmes family isn’t planning to fly BA again.
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We can consider this specific case resolved – but what are your rights if this happens to you? Money blog reporter Jess Sharp says…
Before flying
There are steps you can proactively take to help yourself if your luggage is lost before you even get to the airport.
The UK Civil Aviation Authority (CAA) advises travellers to label their luggage with their name, email and address to help with identifying and returning it. It can help if these are also inside your luggage, in case of damage.
Step one: Report it
Once you realise your luggage is missing, report it to your airline immediately. If you’re in the airport, find the baggage or customer service desk. If not, you can usually report lost luggage through an airline’s website.
You’ll also need to fill out a Property Irregularity Report (PIR), a document filed when baggage is lost, delayed or damaged. It’s important this is done as soon as possible to get your baggage back quickly and because there are often various deadlines for getting money back that could come into play.
These include:
Keep any copies of your PIR and communication about the lost luggage.
To complete the PIR, you’ll need:
You will then be given a PIR reference number.
Step two: Get help with holiday essentials
If you’re heading out on holiday, lost luggage means you’re suddenly without almost all of your possessions.
Airlines will reimburse you for the bare essentials while your bag is lost or delayed in the short term. This can include toiletries, basic clothing, medication and baby items.
This initial help obviously comes before any eventual claims over lost luggage, should your bags not turn up at all.
But if you’re heading home, the CAA warns an airline may consider your losses to be worth less because you have other essentials available to you – in short, you’ll get less money.
Some airlines have a daily rate they pay you when a bag is delayed or lost.
Step three: Claim compensation
Hopefully, in the meantime, the airline has been using the PIR reference number to track down your lost baggage.
But if this isn’t possible, you’ll want to claim compensation.
It’s best to do this as soon as possible after the 21 days are up and your missing luggage becomes officially lost.
Once again, the onus will be on you to provide all the information and proof of your (now lost) baggage and its value.
The exact details required may differ between airlines, but generally they’ll ask for the following:
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How much can you claim back?
The Montreal Convention, adopted in 1999, is the treaty responsible for governing international air travel. It will be your best friend if your luggage is lost.
Under the convention, airlines are liable for lost, damaged and delayed baggage.
You should write to your airline, according to Citizens Advice, referencing the convention. “In your letter, say you’re ‘claiming compensation under the Montreal Convention’ – this will show the airline that you know your rights,” the advice says.
You’ll probably only be able to claim a maximum of £1,000, Citizens Advice adds (though this can fluctuate depending on currency values).
What if the airline isn’t playing ball?
The first step is to complain to the Civil Aviation Authority – use this form on the CAA website.
“The CAA will only consider your luggage complaint if the airline or airport involved is not a member of an approved alternative dispute resolution (ADR) scheme,” Citizens Advice says. Check here to see if an airline is or not.
As a last resort, you can take your case to the small claims court.
This feature is not intended as financial advice – the aim is to give an overview of the things you should think about. Submit your dilemma or consumer dispute via:
