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Old 15.04.2020, 10:33
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lost backpack from a flight

Hi everyone,

Mid-march I had a flight scheduled, with Air France, to Armenia -- made it as far as Moscow, where they didn't let me continue to Yerevan as nobody but Armenians were allowed in apparently.
So, after waiting the whole night at the airport, they found a flight back through Amsterdam with KLM.
And when landing in Zurich, no more backpack.
I filed a lost luggage report, with Air France, and with KLM, as who knows where that backpack ended? Lost in Moscow? Yerevan? Amsterdam? Didn't make it past Paris?

Now after 21 days they gave up looking for it, and both companies asked me to make a claim. Made the claim, with a list of items in the bag and their prices, and KLM answered straight away:

Quote:
Hereby we would like to inform you that many countries have implemented entry and transit restrictions due to the corona virus outbreak.

I hope you will understand, that these extraordinary circumstances are beyond our control and therefore we cannot offer you compensation.
Can anybody understand the logic of this? They lost my luggage, but it was due to entry restrictions?

And more seriously, does anyone have any recommendations what to do?
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Old 15.04.2020, 10:43
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Re: lost backpack from a flight

I don't know about logic but it looks like they copied and pasted their standard reply for dealing with customers seeking compensation for canceled flights into the reply to your claim for lost baggage.
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Old 15.04.2020, 10:47
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Re: lost backpack from a flight

Give them a call or send another email, some office-worker has been reading to many "I want compensation for a cancelled flight" to notice your case was about something else.
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Old 15.04.2020, 11:54
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Re: lost backpack from a flight

I would also try to contact the airports. Contact information (the phone number and email address) of Zvartnots airport in Yerevan can be found here: http://www.zvartnots.aero/EN/Content/LostAndFound
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Old 15.04.2020, 11:55
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Re: lost backpack from a flight

Quote:
View Post
Hi everyone,

Mid-march I had a flight scheduled, with Air France, to Armenia -- made it as far as Moscow, where they didn't let me continue to Yerevan as nobody but Armenians were allowed in apparently.
So, after waiting the whole night at the airport, they found a flight back through Amsterdam with KLM.
And when landing in Zurich, no more backpack.
I filed a lost luggage report, with Air France, and with KLM, as who knows where that backpack ended? Lost in Moscow? Yerevan? Amsterdam? Didn't make it past Paris?

Now after 21 days they gave up looking for it, and both companies asked me to make a claim. Made the claim, with a list of items in the bag and their prices, and KLM answered straight away:



Can anybody understand the logic of this? They lost my luggage, but it was due to entry restrictions?

And more seriously, does anyone have any recommendations what to do?
They may also be clumsily using COV as a blanket way of avoiding compensation claims and hoping you won't pursue them further. Prove them wrong, please.
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Old 15.04.2020, 12:09
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Re: lost backpack from a flight

Thank you for the kind answers.

I just sent the lost and found at Zvartnots airport an e-mail with a picture of the backpack, hadn't thought of that!

And yes it's my fear also that they are trying to block people as Air France has not replied yet, and the tickets were originally purchased from Air France, I'm not sure how strongly to pursue the matter with KLM?

Also, Air France employees checked my passport both in Zurich and in Paris, and let me through, saying I was allowed to go to Armenia -- although this was clearly not the case.
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Old 15.04.2020, 14:46
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Re: lost backpack from a flight

Just had a call from the KLM customer care (who was very kind and patient) -- apparently Russia put a curfew on everything, and all luggage is being kept as hostage until the situation clears.
So, need to be patient.
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Old 12.05.2020, 14:56
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Re: lost backpack from a flight

The luggage arrived
And from the tags attached to it, it made the trip Moscow-Paris-Moscow-Amsterdam and so on a few times, back and forth.
But almost everything is there so yay!
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