Airport Parking & Hotels (APH) compares airline policies for lost luggage. Once reported missing, all 18 airlines provide online tracing services for luggage and British Airways will return lost luggage to any address in the world (with the exception of a few countries due to government restrictions) free of charge within 72 hours.
In November 2015, Ryanair became the first airline to sign Ombudsman Services as its approved alternative dispute resolution (ADR) body. By joining the scheme it means that passengers flying with Ryanair who have disputes relating to lost luggage will be able to escalate their complaint to Ombudsman Services if required. With this in mind, Airport Parking & Hotels (APH) has created a guide comparing airline policies for lost or delayed luggage.
The research compares the lost luggage policies of 18 airlines, including British Airways, easyJet and Ryanair and compares what to do if luggage, its contents, or any personal items on-board an aircraft go missing.
For all airlines, travellers must report lost luggage to an airline representative or airport customer service desk immediately and complete a Property Irregularity Report (PIR) prior to leaving an airport. Virgin Atlantic also recommends that travellers take a photograph of their luggage prior to travelling to help in the case of missing luggage.
Once reported missing, all 18 airlines provide online tracing services for luggage and British Airways will return lost luggage to any address in the world (with the exception of a few countries due to government restrictions) free of charge within 72 hours. For travellers flying with Air France, easyJet, Qantas and Virgin Atlantic, travellers must complete a baggage claim form for compensation if their luggage is not located within 21 days. This time is reduced for travellers flying with Air Canada who must file a claim if their luggage is not located within five days.
With regards to expenses for essential missing items during a trip, eight of the 18 airlines researched, including Delta Air Lines, easyJet and Monarch, offer reimbursement for essential purchases such as toiletries and clothing, with the total reimbursement figure ranging from £50 for customers with Virgin Atlantic to up to £208 for customers travelling in First Class with SWISS Air. In addition to reimbursements of £34 per day for the first five days of their luggage being reported lost, travellers flying with Delta Air Lines may also be eligible for a bag fee rebate in the form of a £17 electronic travel voucher if they have not received their luggage within 12 hours of reporting it lost.
For items lost on-board an aircraft, all airlines recommend that travellers contact the arrival airport’s lost property department immediately. For items lost at London Heathrow’s British Airways’ lounges or on-board a British Airways flight arriving at Heathrow, travellers can search the online database, Bagport, for their lost items. Bagport can take between up to 48 hours to register lost items and once retrieved, the system will ensure the item is kept for three months. However, travellers should bear in mind that Virgin Atlantic will destroy perishable items immediately and charge £5-£20 for postage and delivery of lost property items.
Regardless of which airline a passenger uses, it is recommended travellers remember to keep valuables in their hand luggage or on their person at all times as airlines will not accept responsibility if valuable items are lost. Further to this, travellers should note that Air Canada may refuse to carry valuable items worth £496 or more per kilogram or 50p per gram. Similarly, KLM reminds customers not to post personal details of lost luggage on social media.
Tatiana is the news coordinator for TravelDailyNews Media Network (traveldailynews.gr, traveldailynews.com and traveldailynews.asia). Her role includes monitoring the hundreds of news sources of TravelDailyNews Media Network and skimming the most important according to our strategy.
She holds a Bachelor's degree in Communication & Mass Media from Panteion University of Political & Social Studies of Athens and she has been editor and editor-in-chief in various economic magazines and newspapers.
