What a way to start a vacation: One arrives safe and sound at the destination airport - but one's luggage has gone missing. If it's merely a trip to go shopping, maybe the missing luggage isn't too much of a problem. But what if you're about to go trekking, undertake a safari, or go on a cruise? No luggage can then be a big issue - just try to go mountain hiking without a backpack and hiking boots, for example.
"Travellers arriving at a vacation spot without their luggage can, under the framework of liability regulations, shop to replace essential items," notes Sandra Kraft of the Lufthansa press department. Under the Montreal Convention of 1999, passengers buying replacement clothing or toiletry articles for immediate use are entitled to have their expenses reimbursed by the airline.
But it's important to remember that there is an overall limit on all the compensation of about 1,400 dollars. Also, the principle of damage limitation applies, meaning that the passenger must try to keep the cost of replacement purchases as low as possible. This means that the passenger must be able to explain why each purchase was essential, notes Eva Klaar of the Berlin consumer affairs office. "Most of the problems arise when people cannot properly account for why they are seeking compensation," the consumer protection expert says.
The first course of action starts at the airport, where passengers should directly report their missing luggage in the baggage hall. If they leave the airport premises, then return to complain, they will have to prove that the luggage actually went missing during the flight. Airports have Lost and Found units where the initial missing luggage can first be reported. Christina Koch, head of operations at the Frankfurt Airport missing luggage unit, explains how it works.
"First we try to determine whether the luggage has been processed and put on another flight, or whether it is bulky luggage," she said. Then, the passenger should produce the baggage identification stub that he or she was handed along with the boarding pass. A digitized system, to which some 2,800 airports around the world are linked, helps in the search. If the luggage is not located within seven days, then the problem is passed on to the airline to deal with.
"Most pieces of luggage are found within two to three days," Koch says, speaking from her experience. According to figures compiled by the international aviation information technology association SITA, the average time in 2014 was just 1.6 days. On average, out of every 1,000 pieces of luggage, 7.3 will be lost, delayed, or damaged. In 2014, some 1.3 million luggage items never reappeared.
In such cases, the airline will usually compensate the passenger to the maximum of 1,400 dollars. Berlin consumer affairs expert Klaar advises those who have valuables in their luggage to take out extra insurance. Also, the airline must always be informed in writing about missing or damaged luggage, something that usually can be taken care of by submitting the property irregularity report (PIR), the document drawn up at the Lost and Found counter.
Under holiday package arrangements, customers might also receive compensation from the tour company. If the lost luggage adversely affects the trip or if vacation time is lost due to shopping for the essential items, then compensation for 20 to 25 per cent of that day's travel price can be claimed, Klaar says. But if the luggage goes missing on the return flight, then the customer has little chance getting a stipend to purchase essential items, Lufthansa spokeswoman Kraft notes. "One must assume that the passenger, once back home, has a stock of such items there for his or her daily needs."
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