What to do if your airline loses your luggage
You may have endured that sinking feeling at baggage reclaim when your suitcase or backpack hasn't appeared: when all your fellow passengers have picked up their luggage from the conveyor belt, but your own items are nowhere to be seen.
Mercifully, it's a problem that has become rarer - but it still happens. Of the 4.3 billion bags that pass through the world's airports, 25 million items still go missing.
But why?
Airlines and airports invest millions into making sure our items don't go astray - a phenomenon known in the industry as 'mishandled luggage', but things can still go wrong.
Behind the rubber curtain
The main cause of baggage loss relates to items being transferred between connecting flights. The closer your next connection, the more likely your bag will not make onto the next plane.
Other reasons for loss include:
- Baggage getting stuck on internal airport conveyor belts
- RFID (barcode) tags falling off baggage
- Baggage handlers picking up the wrong bag
- Errors in the RFID tagging process
But what should you do if your baggage has gone AWOL?
Go to your airline and report your baggage as missing. Airline staff will fill out a Property Irregularity Report. You must take a copy of this.
You should then contact the airline in writing to make a claim. You should do this within seven days for lost or stolen items, or damaged baggage.
For claims relating to delayed baggage, you have 21 days to make a claim in writing.
Most airlines will not pay out for consequential losses - for instance, if you miss a cruise because you were waiting for your baggage to appear at the airport.
Making a claim with your travel insurer may be a surer way of getting compensation for your lost items. 5-Star cover from starttravel.co.uk includes cover of up to £1,000 for lost personal effects/possessions, and cover for baggage delays of £50 per 24 hours (maximum £250).
Whether you claim with the airline or your insurer, you'll have to provide receipts/credit card statements to prove the value of your baggage.
It should be noted that most people are actually reunited with their luggage before they need to make a claim - saving time and hassle.
Ways to minimise the chances of losing your baggage:
- Make sure you have your name and contact details on both the inside and outside of your luggage.
- Make sure you leave at least a couple of hours between connecting flights.
- Or if you really want to avoid baggage loss, don't check any luggage at all - just take carry-on luggage!