Mishandled baggage costs the global airline industry billions of dollars per year, and with the summer season fast approaching, experts are revealing the essential steps to take if your luggage gets misplaced.
Chris Harrington, Travel Expert and Managing Director at hoppa, comments: “Losing luggage is always stressful, but not knowing what to do in this situation can make it even worse. Ultimately, we advise travelers that the faster and more informed their response is, the better chances of recovering luggage or receiving updates on its whereabouts.
“For international flights, passengers may be protected under the Montreal Convention, which standardises rules for airlines in cases such as damage or loss of luggage. There are steps passengers must follow; following the correct steps can improve the chances of a successful claim.
“The process isn’t as complicated as one might think, but there are important steps to follow. We’ve outlined them below for anyone planning on flying this summer.”
Seven steps to take if your luggage has been lost
1 - Report immediately
“As soon as you realise your luggage has not arrived, head straight to the airline’s luggage service desk, which is usually located near the baggage claim area. You will need your luggage receipt or tag and flight details ready, as the staff will need this information to start tracking your bag. Remember, the quicker you act, the better your chances of finding out what’s happened to your luggage.
2 - Provide as much detail as possible
“Describing your luggage in as much detail as possible will give you a better chance of it being found quickly. Be prepared to provide information on the brand, colour, size, type of shell, and any unique identifiers, such as tags or stickers. If you have any photos of your bag, show them to the staff, as they can help the airline track it more easily.
3 - Ask for a written reference number
“When you’re at the service desk, make sure to request a Property Irregularity Report (PIR) reference number. A PIR number is a unique code that is used by airlines to trace your missing luggage and will be needed when you follow up on your luggage’s status or if you need to make an insurance claim.
4 - Ask about immediate allowances
“Some airlines will provide an allowance so you can purchase immediate essentials, such as clothing or toiletries, while they track your luggage, especially if you are away from home. Even if the airline does not hand out allowances, make sure to keep all your receipts. With proper evidence, you may be able to claim these costs back at a later date.
5 - Speak to your travel insurer
“Many travel insurers offer coverage for luggage delayed for 12-24 hours or more. If your luggage is delayed, contact your provider as soon as possible to find out which documents and evidence you will need to make a claim and to ensure you are properly reimbursed for any essentials you have to purchase. Coverage will vary between providers, so make sure you check what your insurance offers.
6 - Follow up after three weeks
“You should be following up with your airline regularly by phone or email to check the status of your bag, but it is especially important to follow up after 3 weeks. According to international airline guidelines, once your bag has been missing for more than 21 days, it is considered lost under international guidelines. At this stage, you need to follow up with the airline and initiate a formal lost luggage claim. Airlines have specific deadlines for submitting lost luggage claims, ranging from 7 to 21 days, so make sure you act promptly and check the carrier’s policy as soon as possible.
7 - Remember the Montreal Convention
“For international flights under the Montreal Convention, airlines may be responsible for compensating up to $1,700-$2,000 if your luggage is lost, damaged or delayed, depending on currency conversion rates To file a claim, you’ll need to provide proof of your luggage and its contents, so have this information prepared. The more information you have, the more likely you will be to make a successful claim.
