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  #21  
Old 30.08.2010, 14:26
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Re: Luggage Lost - No reimbursement?!

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Glad it worked out!

As a general rule, when I send receipts, I keep a photocopy. More important, when I write to a company regarding a claim, I cc their PR department as a courtesy. Sometimes they're grateful that I am alerting them to internal stupidity. They are the folks who know best how much a reputation is worth, so they have a chance to jump in and do the right thing if need be.
Great advise on PR CC'ing! The receipt copies I always make obviously.
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  #22  
Old 30.08.2010, 15:55
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Re: Luggage Lost - No reimbursement?!

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If you ask why it took so long , you will get an answer because they have been busy with the ash cloud refunds... blah blah blah
Oh, I am sure they were busy with something very important. I just have the hope that the customer's satisfaction and the airlines' image will become an important issue as well. Do you agree that within time the consumers lose the power to the sellers? It seems that bad reputation does not scare the services providers anymore. Black PR is also a good PR for them, right?
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  #23  
Old 30.08.2010, 21:30
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Re: Luggage Lost - No reimbursement?!

Glad to see you got it sorted. Otherwise perhaps you could have got your company's travel dept. to wave a big stick at the airline.

Cheers,
Nick
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  #24  
Old 31.08.2010, 00:25
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Re: Luggage Lost - No reimbursement?!

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Glad it worked out!

As a general rule, when I send receipts, I keep a photocopy. More important, when I write to a company regarding a claim, I cc their PR department as a courtesy. Sometimes they're grateful that I am alerting them to internal stupidity. They are the folks who know best how much a reputation is worth, so they have a chance to jump in and do the right thing if need be.
That copies of receipts should be retained is clear, but in this case was not done. Shit happens. BUT the receipts were clearly lost by AUA, and as things are, this is the matter to go upon.

Another aspect is that in travelling, some costs cannot be proven by receipts anyway. But if your compilation of costs is exact and sensible, it will be accepted.
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  #25  
Old 18.07.2011, 21:29
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Re: Luggage Lost - No reimbursement?!

OK here's my case:

My daughter flew out to Barcelona this morning (Lufthansa) and when she arrived, her suitcase was not there. Since she is under age, her travel agent there helped her to at least file the notification of loss.

Now she's there, no clothes, no shampoo, toothpasre etc., no asthma spray, nothing. Shouldn't she get some sort of money or voucher to buy these things?

How long will it take for them to forward the suitcase (if they do at all)?

You can follow the procedure online with the number she was given but it keeps saying "still searching".
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Old 18.07.2011, 21:41
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Re: Luggage Lost - No reimbursement?!

Does she have money for a toothbrush etc? Hopefully her suitcase will be there tomorrow (most of the time it is left at the airport of departure and put on the next flight), if it lost for longer then she will have to buy clothes and toiletteries over there and save the reciepts, don't let her buy too much at once, just 1 set of clothes for the first 48 hours etc.

When her suitcase arrive, let her take a picture of the sticker on the handle, this will be proof of where the suitcase has been and for how long it was gone.
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  #27  
Old 18.07.2011, 22:01
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Re: Luggage Lost - No reimbursement?!

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Does she have money for a toothbrush etc? Hopefully her suitcase will be there tomorrow (most of the time it is left at the airport of departure and put on the next flight), if it lost for longer then she will have to buy clothes and toiletteries over there and save the reciepts, don't let her buy too much at once, just 1 set of clothes for the first 48 hours etc.

When her suitcase arrive, let her take a picture of the sticker on the handle, this will be proof of where the suitcase has been and for how long it was gone.
Yes she has money, thank you very much for that good advice!
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  #28  
Old 18.07.2011, 22:05
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Re: Luggage Lost - No reimbursement?!

As she has medication in her case (Asthma spray) she should inform the airline as that might get them to hurry things along.
Hope she gets her things back soon
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  #29  
Old 18.07.2011, 22:07
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Re: Luggage Lost - No reimbursement?!

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As she has medication in her case (Asthma spray) she should inform the airline as that might get them to hurry things along.
Hope she gets her things back soon
That is a brilliant idea, thanks. I'll give them a call, she probably didn't mention it.
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  #30  
Old 18.07.2011, 22:18
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Re: Luggage Lost - No reimbursement?!

My wife's luggage was lost last week in Amsterdam, due to severe weather causing most flights to be canceled. She got an "emergency personal kit" from the airline rep (KLM) with all kinds of (small) items: toothbrush, toothpaste, a t-shirt (which didn't say "KLM lost my luggage" unfortunately ) etc. They also paid for a train ticket to her final destination (AMS was a stopover).

On the other hand, I was surprised at how 3 different people at the airport told me to "call KLM in Amsterdam" as they can't help me with the luggage. It was only thanks to a *very* nice lady at Swissport that I could actually leave a phone number with one of their colleagues (as my wife's given phone's charger was in said lost luggage) and they called me back when the luggage arrived in Zurich.
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  #31  
Old 18.07.2011, 22:28
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Re: Luggage Lost - No reimbursement?!

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My wife's luggage was lost last week in Amsterdam, due to severe weather causing most flights to be canceled. She got an "emergency personal kit" from the airline rep (KLM) with all kinds of (small) items: toothbrush, toothpaste, a t-shirt (which didn't say "KLM lost my luggage" unfortunately ) etc. They also paid for a train ticket to her final destination (AMS was a stopover).



On the other hand, I was surprised at how 3 different people at the airport told me to "call KLM in Amsterdam" as they can't help me with the luggage. It was only thanks to a *very* nice lady at Swissport that I could actually leave a phone number with one of their colleagues (as my wife's given phone's charger was in said lost luggage) and they called me back when the luggage arrived in Zurich.
99% of all "lost luggage" turns up within 5 days. Important is that you mark your luggage in as many ways as possible. As the old saying went "Morgenessen in Zürich, Mittagessen in Paris, Abendessen in New York und das Gepäck in Rio de Janeiro"
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  #32  
Old 18.07.2011, 22:30
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Re: Luggage Lost - No reimbursement?!

If we are adding lost luggage stories, my parents recently flew from Sydney to Alice Springs (Centre of Australia)...they arrived, and their luggage did not. It was the last flight of the evening, so they were informed that their luggage would go onto the last flight to Darwin that evening, and then from Darwin to Alice Springs on the first flight in the next day...

"That's great...", they say.. "except we have fresh-frozen fish in the suitcase (intended for a BBQ with the family that evening)...."

"Not a problem" says Qantas. We will put your whole suitcase into the cold storage overnight in Darwin (where it's 35-45 degrees C on the tarmac), and it'll be delivered in the morning..."

Sure enough, fish was still cold on arrival. They had a lovely BBQ lunch.

It was doubly lucky for the girl next in the queue, who overheard the whole conversation...she had prawns in hers! She also got the cold storage option...

Anyways, my experience is mostly that the baggage turns up within 24 hours, although we recently had family flying Barcelona - Zurich and their suitcase was opened and some expensive perfumes removed. Not sure if it was 'customs' because it was flammable liquid, or theft...
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  #33  
Old 18.07.2011, 22:32
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Re: Luggage Lost - No reimbursement?!

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My wife's luggage was lost last week in Amsterdam, due to severe weather causing most flights to be canceled. She got an "emergency personal kit" from the airline rep (KLM) with all kinds of (small) items: toothbrush, toothpaste, a t-shirt (which didn't say "KLM lost my luggage" unfortunately ) etc. They also paid for a train ticket to her final destination (AMS was a stopover).

On the other hand, I was surprised at how 3 different people at the airport told me to "call KLM in Amsterdam" as they can't help me with the luggage. It was only thanks to a *very* nice lady at Swissport that I could actually leave a phone number with one of their colleagues (as my wife's given phone's charger was in said lost luggage) and they called me back when the luggage arrived in Zurich.
KLM lost my luggage when I went to Detroit, as I was traveling within the US it took a week for it to get to me (2 days before departure), I got a full refund of $500. 3 Weeks later there was an article in the dutch newspaper on how KLM lost a lot of money over the past 3 years due to the fact that they just paid everyone who filed a claim with them (although reaching them was another story, I ended up faxing all my papers to random faxnumbers I found online that were listed to KLM, finally one of those departments forwarded it for me ). So now they have strict rules about filing claims and what is covered.... I did have a nice shopping spree though!
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  #34  
Old 18.07.2011, 22:38
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Re: Luggage Lost - No reimbursement?!

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If we are adding lost luggage stories, my parents recently flew from Sydney to Alice Springs (Centre of Australia)...they arrived, and their luggage did not. It was the last flight of the evening, so they were informed that their luggage would go onto the last flight to Darwin that evening, and then from Darwin to Alice Springs on the first flight in the next day...

"That's great...", they say.. "except we have fresh-frozen fish in the suitcase (intended for a BBQ with the family that evening)...."

"Not a problem" says Qantas. We will put your whole suitcase into the cold storage overnight in Darwin (where it's 35-45 degrees C on the tarmac), and it'll be delivered in the morning..."

Sure enough, fish was still cold on arrival. They had a lovely BBQ lunch.

It was doubly lucky for the girl next in the queue, who overheard the whole conversation...she had prawns in hers! She also got the cold storage option...

Anyways, my experience is mostly that the baggage turns up within 24 hours, although we recently had family flying Barcelona - Zurich and their suitcase was opened and some expensive perfumes removed. Not sure if it was 'customs' because it was flammable liquid, or theft...

To start at the bottom, it was theft by insiders.

BUT, more important, I am impressed by QANTAS ! Really I am ! Tell that to as many people you can ! Flexibility is so important in modern life and not least in civil aviation.
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Old 18.07.2011, 22:43
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Re: Luggage Lost - No reimbursement?!

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KLM lost my luggage when I went to Detroit, as I was traveling within the US it took a week for it to get to me (2 days before departure), I got a full refund of $500. 3 Weeks later there was an article in the dutch newspaper on how KLM lost a lot of money over the past 3 years due to the fact that they just paid everyone who filed a claim with them (although reaching them was another story, I ended up faxing all my papers to random faxnumbers I found online that were listed to KLM, finally one of those departments forwarded it for me ). So now they have strict rules about filing claims and what is covered.... I did have a nice shopping spree though!
There is a thoroughly negative attitude in much of civil avation towards passenger luggage and aircargo. An airplane has an accident ? They will happily declare that "all passengers could leave the plane, no damage" and none of those idiots considers the cargo for a second.

They ought to realize that air-travelling is not a "survival-exercise" and that you as a passenger do not just expect to narrowly survive but that you expect to have all your belongings with you on arrival
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  #36  
Old 18.07.2011, 22:45
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Re: Luggage Lost - No reimbursement?!

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That is a brilliant idea, thanks. I'll give them a call, she probably didn't mention it.
Is there anything I can do to help her? If she needs someone, something, a place, etc.

Just PM me.

Nil
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  #37  
Old 18.07.2011, 23:08
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Re: Luggage Lost - No reimbursement?!

Just wanted to say that I was in the same situation, my luggage lost by the airline but I had paid extra for a specific travel insurance policy. Never again. The insurer wouldn't pay out because the bag was lost by the airline

The airline did find my bag a few days later and thankfully London still had a C&A back then where I could afford clothes as a 19 year old student and the exchange rate 3 to 1 to the Aussie dollar. They reimbursed up to £20 a day - so not even a set of clothes for the following day.

The most horrendous lost luggage story I have heard was my husband's family turning up for a wedding. The photos live on - his dad is wearing an ill-fitting suit borrowed from a cousin that's a few sizes too big I now arrive a few days before any weddings or I pack our clothes in the hand luggage
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  #38  
Old 19.07.2011, 00:23
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Re: Luggage Lost - No reimbursement?!

Well, I am unlucky again But it finished well. I flew to Kiev on Friday and my fishing gear did not arrive. There were about 1o people with lost luggage on the same Lufthanza flight from Munich. The LH representative in the Lost and Found Dept was on the phone for an hour (it was 11pm) and I had all 10 people ahead of me. So she says that we all need to report the loss today and it takes appx 15 minutes for each person. I made my math and realized that I need too much time to wait. Having Senator status I decided that LH will forgive my absence for a day. So I got in touch with LH next day, they found my bag in Munich and sent to Kiev. So I received my stuff on Sunday (2 days after arrival). I am happy now but the fishing weekend did not happen. That is a pity.
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Old 19.07.2011, 00:30
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Re: Luggage Lost - No reimbursement?!

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OK here's my case:

Now she's there, no clothes, no shampoo, toothpasre etc., no asthma spray, nothing. Shouldn't she get some sort of money or voucher to buy these things?

How long will it take for them to forward the suitcase (if they do at all)?
Well, they should have provided a sanitary bag/kit that normally includes a touthpaste, touthbrush, soap, t-shirt, comb, socks etc. They should also give some money upon your request (normally about EUR50-150 depending on a company).

I normally make at least 100 flights per annum so I have some experience in lost luggage situations. I had cases when it took for the airline 1 - 14 days to find and deliver the luggage. In most of the cases you get your bags after 1-2 days (if there are regular flights to the city where the luggage should have arrived to).

Good luck!!!
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Old 19.07.2011, 02:16
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Re: Luggage Lost - No reimbursement?!

1. Never pack your meds in your checked luggage; carry them with you.
2. It may be expensive, but as much as possible, send your excess belongings to your destination by FedEx or UPS or DHL or whoever. The airline will not be able to lose it.
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