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Old 27.12.2010, 15:41
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Missing luggage

Compliments of the season to one and all!

Following on from the people who have experienced problems flying over the past couple of weeks, has anyone suffered any lost luggage?

I had the misfortune to have 2 flights cancelled (on Swiss) on Thursday 16 Dec and Friday 17 December to the UK - the second of which was while we were sat on the plane!

Anyway, after having got back to baggage reclaim and waited for nearly 2 hours we were told our luggage would not be turning up, but to fill out a form and go home.

So, nearly 10 days later my bag is still in an apparent black hole somewhere.

Has anyone else had any missing baggage turn up or is still missing any?

Also, does anyone have any (probably unfortunate ) experience of sending in one of the missing baggage forms to Swiss? What sort of compensation did you get and how long did it take?

I'm not looking at claiming for half a dozen Rolex watches but an honest assessment of the contents of the bag easily totals over 600CHF. Most of it was not brand new - but it still has to be replaced!
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Old 27.12.2010, 16:24
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Re: Missing luggage

Today it was written in the newspaper that there is still thousands of missing luggage , so with a bit of luck it will still turn up
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Old 27.12.2010, 17:35
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Re: Missing luggage

I'll keep my fingers crossed then...!
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Old 27.12.2010, 17:37
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Re: Missing luggage

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I'll keep my fingers crossed then...!

and toes....
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Old 15.01.2011, 02:29
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Re: Missing luggage

Got stuck at Frankfurt on 19th Dec coz Geneva airport was closed. Was told bags will be delivered at home and i was returning home after SIX months....Recieved bags FINALLY on 3rd Jan 2011 after countless calls.
Have claimed for a pair of jeans and jacket in addition to toiletries, stiilllllll waitinggggg to hear from Lufthansa. They have been quite rude over phone. Just hoping cliam will be paid which also includes train ticket from Frankfurt to Swiss....What i understand is Lufthansa will compensate 50% of the money paid for clothes and 100% for toiletries...
Will think beforwe to travel with Lufthansa again. They never bother to reply to emails.
Hope you have recievd your bags.
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Old 15.01.2011, 08:47
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Re: Missing luggage

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Got stuck at Frankfurt on 19th Dec coz Geneva airport was closed. Was told bags will be delivered at home and i was returning home after SIX months....Recieved bags FINALLY on 3rd Jan 2011 after countless calls.
Have claimed for a pair of jeans and jacket in addition to toiletries, stiilllllll waitinggggg to hear from Lufthansa. They have been quite rude over phone. Just hoping cliam will be paid which also includes train ticket from Frankfurt to Swiss....What i understand is Lufthansa will compensate 50% of the money paid for clothes and 100% for toiletries...
Will think beforwe to travel with Lufthansa again. They never bother to reply to emails.
Hope you have recievd your bags.
I hope lufthanshit idiots are not going to read your post because it's very conforting for them.

-You understand is Lufthansa will compensate 50% of the money paid for clothes and 100% for toiletries...
Because Lufthansa are pretending that (or whatever source you had) does not means it's true.
- ...after countless calls. Good their "customer service" scam is working. Next time you will know it's useless to call them and will save you lot of money.
I will tell you the truth later on this post.


What you need is the "lost luggage report" from the airport. Then, after 5 days, you are allowed to send an additional form to lufthansa saying additional details about your luggage (available on lost luggage offices) BE CAREFUL that crappy form is probably USELESS for finding your luggage, but it contains big space where you are supposed to list the items you had.
They will certainly not open any luggage to find yours but instead they will use that approximate list to screw you for compensation.

If you really want to track your luggage there's a "lufthansa online tracking service" (http://www.worldtracer.aero/filedsp/LH_en.htm)

That's the only cheap way to track it. Of course, now you understand that it is another bullshit and that they will very often say> status: unknow. (of course if it was found it will be already in the process of coming back to you).


Anyway, back to the idea: after that report you are screwed are can only 1 thing: wait.

Don't bother calling, etc... the whole airport organisation will never be able to help you.


Instead, read your PASSENGER RIGHTS!!! And Montreal Convention and WARSAW CONVENTION.
Find which one is applicable for your flight and know the rule.

For example for the European passenger's rights:
Baggage

If your baggage is lost, damaged or delayed, you may be entitled to compensation limited to about 1,220.



Do you see any reference to 50% refund for the clothes??? No because that's another of their scam.




However, airlines shall not be liable if they have taken all reasonable measures to avoid the damages or it was impossible to take such measures.
For damaged baggage, you must lodge a claim to the airline within seven days of receiving your baggage.
For delayed receipt of baggage, this period is a maximum of 21 days.



Source:
http://ec.europa.eu/transport/passenger-rights/en/09-air-luggage.html


As for the official text of law where it explains everything, it's there:
http://ec.europa.eu/transport/passen...slation_en.htm
Read the regulation 261/2004.




Of course you will have to write with recorded thing to Lufthansa crap support.


They will reply in like 3 weeks times to discourage you.
They will reply crap and try to offer you peanuts compensation.


Then you will write to the official federation checking that the european airlines company are respecting that EU regulation 261/2004. If they find that the airline have not respected your rights, then they will fine them 5000euros.
That usually calm them and a strange thing will happen: the airline will contact you back quickly and offer more compensation!


By the way for the list of official enforcment bodies, its here:
http://ec.europa.eu/transport/passen...ent_bodies.pdf


In switzerland they are called FOCA.

Don't bother them if you have not made written complain letter to the airline first!!!






So the process:


1) lost luggage?
2) Get immediately report from airport
3) Don't bother calling them even if its missing for 10 days.
4) buy the next possible day after the report toilettries, clothes, etc...keep the receipt.
5) Read your rights
6) if luggage lost, you'll get to list the value (items inside, etc...) and lufthansa will deduce price as per the age of the items, and give you compensation.
7) if luggage not lost, and arrive you have 7 days for damage luggage claim and 21 days for lost luggage claim to ask for refund of those purchase you made.
8) They will usually ignore or reply really long with really crap compensation.
9)DO NOT ACCEPT IT. Do not accept their clever attempt to offer you crap for something more valuable. Example: I had a luggage worth over 250CHFcompletely ruined by them. After the claim because I said it was 3 year old they offered me 20chf for it!!! (they said they reduce value with age). I refused but they offered me other compensation which I accepted.
But because I accept the compensation, the enforcement authority informed me they can not sue them because the passenger has accepted a compensation. Of course it was not for the luggage but for accepting compensation about refreshments...



10) Write to your "official enforment body" in UK its called CAA

11) wait long time (2-3 weeks)


12) Then negotiate with the airline which as because curiously very helpful and they even contact you back spontaneously.


13) Do not accept poor refunds or stupid rules like 50% for clothes, not real, not based on the European rights convention.


14) Accept correct offer, inform the Officer from the convention, end of story.


14b) Do not accept stupid offer, wait for the officer to officially start suing the airline. I am sure at this point the airline will gives you more to avoid paying 5000euros. It never happened to me they always pay once the officer is involved.




I hope you understood that you lose time, money, nerves to call them and that the only way is to write to them.



















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  #7  
Old 15.01.2011, 08:55
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Re: Missing luggage

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Just hoping cliam will be paid which also includes train ticket from Frankfurt to Swiss....
Will think beforwe to travel with Lufthansa again. They never bother to reply to emails.

Where your flight CANCELLED?
If so you are also entitled to rerouting as per the european 261/2004.
Cancellation

If a flight is cancelled, passengers are automatically entitled to their choice of (a.) re-routing to the same destination at the earliest opportunity (under comparable conditions); (b.) later rerouting, at the passenger's convenience, to the same destination under comparable conditions (subject to seat availability); or (c.) a refund of the ticket as well as a return flight to the point of first departure, when relevant. Any ticket refund is the price paid for the flight(s) not used, plus the cost of flights already flown in cases where the cancellation has made those flights of no purpose. Where applicable, passengers are also entitled to refreshments, communication and accommodation as described below. Where re-routing is to another airport serving the same destination, the airline must pay for onward transport to the original airport or to a close-by destination agreed with the passenger. These choices, and the entitlement to refreshments, etc., apply to all cancellations, regardless of whether the circumstances are extraordinary or not.

Rerouting or refunding

Rerouting or refunding is, at the passenger's choice, one of the following three compensations:
  1. Repayment of the cost of unused flight tickets, and for used tickets where the flight(s) taken no longer serve(s) any purpose in relation to the passenger's original travel plan, and where applicable, a flight back to the original point of departure at the earliest opportunity
  2. Rerouting under similar conditions to the intended final destination at the earliest opportunity
  3. Rerouting under similar conditions to the intended final destination at the passenger's leisure, subject to the availability of seats.
If a passenger's destination is an airport at a city with multiple airports and rerouting results in the passenger being taken to another of those airports, the airline must also pay for transport for the passenger to the original intended airport or an agreed nearby destination.


Source:
http://en.wikipedia.org/wiki/Regulation_261/2004






About the "never travel with lufthansa again", you have no choice. There are no millions of companies. Also for most "swiss to central europe" trips, the same flight is shared with SWISS, Lufthansa, LOT, AUSTRIA Airlines, etc... Which means that even if you bought a ticket with Swiss you will end up in the same plane that people buying a lufthansa one.


Just read your rights, complain when required and enjoy your trip.
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Old 15.01.2011, 15:33
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Re: Missing luggage

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7) if luggage not lost, and arrive you have 7 days for damage luggage claim and 21 days for lost luggage claim to ask for refund of those purchase you made.


Thanks for the info!

My bag was damaged on my flight last saturday and I didn't know about the 7 day rule.
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Old 15.01.2011, 16:05
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Re: Missing luggage

Am I the only one who got treated correctly by Lufthansa? My lost luggage was registered normaly at arrival. Then I went home, at that time Hamburg, did nothing, got the luggage two days later delivered home by taxi. They had a little note I had to sign, stating the luggage was directed to the wrong city during connection flight. Done.
Is it a one-off lucky day?
We all have a black listed company, just not the same one (mine is AirFrance).
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Old 15.01.2011, 18:28
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Re: Missing luggage

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Am I the only one who got treated correctly by Lufthansa? My lost luggage was registered normaly at arrival. Then I went home, at that time Hamburg, did nothing, got the luggage two days later delivered home by taxi. They had a little note I had to sign, stating the luggage was directed to the wrong city during connection flight. Done.
Is it a one-off lucky day?
We all have a black listed company, just not the same one (mine is AirFrance).
The problem is this year with the Weather disaster most of the staff of airports and airlines went panicking and dumb. Think a bit like a ANT nest, someone kicking it, all ants running everywhere randomly.

I blame their management (ie the one with power to organise, train, explain, order, etc...) for that poor reaction.

Also as I just said, they have been hardly "reactif" as opposed to being active or pro-active.

When the passenger rights are not respected because of that, they have no excuses.

They were thousands of simple things to do, for example putting board/paperboard/screen board explaining the current status, or showing a FAQ. Anyway I dont have to bother finding solution for them.

Also, so as you know, they were over 8000 luggages stranded in Munich airport in the 21st december, the "processing time" was above 10 days to return luggages. The situation was similar in many airports, and of course the media were not interested in reporting that.


Anyway as for your comment "Am I the only one who got treated correctly by Lufthansa?"
No. They treated me correctly once I "kicked" them by contacting the Official Enforcement organisation (Like the FOCA in Switzerland) and once one of their staff was investigating the denial of my passengers rights as per EU regulations 261/2004. That's only when Lufthansa were treating me correctly. Oh! and when they paid me compensation, of course.

Thanks assh0les.
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Old 15.01.2011, 18:34
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Re: Missing luggage

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Thanks for the info!

My bag was damaged on my flight last saturday and I didn't know about the 7 day rule.
That info is explained in the Montreal convention
Extract:
Are there any time limits to make a claim?

The Montreal Convention states that claims should be made to an airline in writing within specified time limits. The time limits are:
- damaged baggage seven days from the receipt of the bags
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Old 15.01.2011, 20:38
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Re: Missing luggage

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That info is explained in the Montreal convention
Extract:
Are there any time limits to make a claim?

The Montreal Convention states that claims should be made to an airline in writing within specified time limits. The time limits are:
- damaged baggage seven days from the receipt of the bags
Thanks again! It's the first time that my bag was damaged and I haven't read this convention. The lady from the customer support at the airport gave me the damaged bag report and told me to file my claim via their website once I'm back home. She didn't mention any time limit. But I did it right after I read your post so it's all good.
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Old 15.01.2011, 20:50
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Re: Missing luggage

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Thanks again! It's the first time that my bag was damaged and I haven't read this convention. The lady from the customer support at the airport gave me the damaged bag report and told me to file my claim via their website once I'm back home. She didn't mention any time limit. But I did it right after I read your post so it's all good.
PS: do not be completely "honest". For example if your luggage is 3 year old, say it's 1 year old...
They have a very bad depreciation rate and there is not much you can do about it, without long and painful complain.

Ho, but of course you had to mention that in the "damage report" at the airport, so its probably too late now.

At worse you can go to any luggage shop who will gives you an estimate of the cost value, for a little fee (15chf something). Those are more realistic and can say the value of your luggage as per their current catalog. They will give you a written report saying if its too damage you will either get a new one and the airline will have to pay it entirely.

Example: your luggage is stained by wine by someone else. Get report, and put that in the complain.
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Old 15.01.2011, 21:40
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Re: Missing luggage

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PS: do not be completely "honest". For example if your luggage is 3 year old, say it's 1 year old...
They have a very bad depreciation rate and there is not much you can do about it, without long and painful complain.

Ho, but of course you had to mention that in the "damage report" at the airport, so its probably too late now.

At worse you can go to any luggage shop who will gives you an estimate of the cost value, for a little fee (15chf something). Those are more realistic and can say the value of your luggage as per their current catalog. They will give you a written report saying if its too damage you will either get a new one and the airline will have to pay it entirely.

Example: your luggage is stained by wine by someone else. Get report, and put that in the complain.
And then you wonder why they are so reticent about paying out.....
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Old 16.01.2011, 10:49
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Re: Missing luggage

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And then you wonder why they are so reticent about paying out.....
Well actually my comment came after the airline offered me 20chf for a luggage worth 250chf 2-3 years ago.

Also, even a few months earlier than today, I had to pay a luggage staff for an official report on how much costs similar item. He created a report showing the market price for a new one is 250chf. That report costs already 15chf something (maybe more I can not remember accurately).

That is simply because they reduce the official price in the report with years.

Now you will tell me how fair is that, also knowing that this is the airline legal duty to be responsable for your luggage until delivery.
My luggage was completely damaged and had to be replaced.

Can you legally complain/defend about the low price estimation they make? Yes with accepting to lose extremely ridiculous amount of time, going to small claim court, etc...

They have the power to make you give up and they certainly are using it.

Ho and also when do they ask you for the luggage "AGE"? At the airport, when you just landed, find your completely destroyed luggage, and had to queue for another half an hour for creating the damage report.

At that time tell me if you accurately remember the age of your luggage. I said randomly 2-3 years, the guy wrote 3 years, I signed, and hop I screwed myself.


In addition, let me remember that they are BIG BUSINESS and they have insurances to protect them for such situation. So do they really have to crook customers like that?


So if you wonder why they are so reticent to pay out, I do not.


PS: The value/age of your item is also double checked by a professional (the luggage shop assistant) who will create the damage report. And that one you are not cheating him and you have to pay him.
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