One of the worst things that can happen to us at the airport, next to the flight delay or refusal to board, is the lack of luggage on the terminal tape. Subsequent delivery of the suitcase can be burdensome, but if the next hours or even days pass, and the luggage is still gone, the problem becomes more serious. What can a passenger do in such a situation? What compensation is for the loss of personal items? At Bankier.pl, we look closer to this issue.
In 2023, over 36 million luggage was improperly celebrated at global airportsresults from the report “Sita Baggage It Insights 2024”. Although in absolute numbers it is up to 10 million more than a year earlier, the situation per 1000 passengers improves: 2 years ago the coefficient was 6.9. On a European scale, the trend is also positive, because a large drop in the indicator was recorded from 16.6 in 2007 to 10.6.
Detailed luggage data indicate that as much as 77% were delayed – most often for reasons for improper transfer – and only 5% were lost or stolen (the remaining 17% are damage). Although most of the airlines declare efforts to improve service, for a passenger who lost luggage, it should primarily count efficiently. If such an unpleasant situation encounters us, it is worth focusing on several issues.
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Reporting a problem at the airport
If, after landing at the destination, the luggage did not appear on the strip for pickup, we should immediately report this fact at the passenger service point or the “Lost & Found” office, providing as many details as possible, e.g. number and time of flight, luggage number and its detailed description, the content of the suitcase, etc. We will receive confirmation (PIR) with the reference number of the application, so we will be able to follow the status. If we have tourist insurance with the option of luggage protection, it is worth making a claim, if the delay lasts longer than a few hours, we will then have the right to reimburse the costs of purchasing first necessities.
Waiting for the carrier's movement
After submitting problems with the luggage, finding it for the first few days, the so -called Handling agent, i.e. a unit dealing with ground service. According to information obtained from the PLL LOT press office, in 99% of cases the case is resolved within 48 hours, but if after this time a suitcase or bag does not return to us, the case is taken over by airlines. It is worth to be patient if the problem indicated by the carrier expired, the problem was not solved, Luggage of delayed becomes finally lostand the passenger is entitled to compensation.
Compensation from the carrier
Depending on the airlines, after finding the loss of a bag or suitcase, the customer will have to submit a separate complaint to repair the damage. By virtue of Montreal Convention (exactly: the Convention on the Unification of some rules regarding international air transport) The injured party The passenger to the right to compensation for lost luggage up to 1288 SDR (international billing currency), i.e. currently about PLN 6,700. Remember that this is the upper limit of responsibility, which is why airlines can pay lower compensation, depending on the content of the suitcase. It is important to attach documents confirming the value of your items, which will allow you to estimate the amount of compensation more accurately.
Help from travel insurance
The costs associated with luggage loss can also be covered with tourist insurance. Insurers include the protection of passengers' personal items both in the event of delay and their total loss, to the sum of insurance specified in the policy. The benefit is granted if the damage has occurred outside the country and often includes electronic equipment for which carriers usually do not be responsible.
Insurers may require various documents confirming the damage to pay compensation. These include, for example,
- Luggage irregularity protocol (PIR) with luggage sticker,
- Confirmation of the total luggage of the carrier,
- List of lost items with documents confirming their possession, e.g. purchase evidence, guarantees, photos, etc.,
- Bills for the purchase of personal use items (if the passenger wants to use the reimbursement of these costs).
It is worth paying attention to the difference between the delay in the luggage and its loss. The benefit is usually granted in both situations, but the difference is that in the first case the passenger can only count on reimbursement of the costs of first necessities incurred after arrival. If the luggage delay lasts the next weeks and we get from the carrier confirmation that it was lost for good, then we can apply for compensation to the insurer for losing luggage.
Luggage problems must be reported
If your luggage is lost after landing at the airport, it remains to be patient and wait for the carrier to solve the problem. The most important thing is to report a delay at the service point and contact with the insurer, thanks to which we will gain additional funds for the purchase of such items as clothes or toiletries.
If the provision of the luggage is prolonged and tracking our application has no effect, it is worth applying to the airlines about document confirming its complete loss. This will allow you to launch the compensation procedure on the side of the carrier and the title of the tourist policy.
Unfortunately, there are cases when the passenger for a long time has no information about his luggage or is in dispute with the airlines due to the amount of compensation. In such a situation it is worth it report the case to the Poviat Consumer Ombudsman (or the European Consumer Center, if the problem concerns foreign lines), the intervention of which can help in obtaining the compensation.
