Lost (but found) luggage

richjp

I just wondered what the situation is where bags are lost for around 28 hours. Shortened version of the story:


* Bags didn't arrive at Bilbao following a short flight connection in Barcelona back in early-October.


* They arrived in Bilbao on a later plane that evening, we were rang and told they would be with us in San Sebastian by 11am the next morning.


* The bags eventually arrived at 15:30, meaning we'd wasted most of our first day in SS (sat around in the clothes we'd worn since a 5:10am flight the previous day).


* The airline have passed me from pillar to post when I've tried to ring them post-holiday, told me to write to an address in Spain when I've emailed and not engaged in response to any letters when I have (bar an audacious response last week telling me I was now 'too late' to apply for compensation and not addressing any of my comments).


We're fortunate that we didn't suffer a direct loss of items within the luggage (bar the cost of a few Euros getting emergency toiletries from a pharmacy near our apartment), but I feel we should be entitled to something for the poor customer service experienced since and the adverse effect it had on our break - as well of the poor customer service experienced since (even a sincere apology would have been better than nothing!).


Should I just be counting my blessings we got our bags back in one piece in time to enjoy the next nine days of our holiday, when it could have been far worse?


Or are we reasonable in thinking we should be refunded our baggage fees as a result of breach of contract (i.e. not providing satisfactory delivery of the service we paid them for). We feel the latter is justified, especially since the airline makes a point of charging an additional charge specifically for the transportation of luggage.


From what I understand, I don't think there is any legal recourse set out in the Montreal Convention or other EU flight regulations - but would be interested to hear if there are any other avenues to explore or legislation to quote. Surely the airline are under just as much obligation to refund a service not provided to satisfaction than any other industry would be?

Caz3121

you should be able to claim reimbursement of essential items purchased. Send the receipts with details of the PIR reference
doubt there is anything else you can do. You mention there was a short connection (not sure if this was due to a delay or you intentionally booked a short connection) you paid them to transport your bag from A to B which they did.
You could maybe try your travel insurance to see if they would cover anything (some may only cover actual losses, others may have a fixed payment based on the length of delay)

mgdavid

!!!! happens sometimes.
You got your stuff a day late.
Move on.
Remember to take basic toiletries and some spare clothes in hand luggage next time.

martmonk

To be a touch pedantic they weren't lost, they were delayed due to your short connection.
You could/should have asked the airline for an overnight kit at the baggage desk. I had the same thing recently with klm.
On that occasion they had no flight kit so was able to submit receipts for essentials purchased, I also complained via online form for baggage fee to be refunded, which it was. The complaint was centred on lack of customer service or overnight kit, rather than the actual delay.

PeacefulWaters

martmonk wrote: »

You could/should have asked the airline for an overnight kit at the baggage desk.

The baggage desk should have volunteered it.

I don't think it's fair to pass blame to the passenger who doesn't know what they "should" do.

richjp

Caz3121 wrote: »

you should be able to claim reimbursement of essential items purchased. Send the receipts with details of the PIR reference
doubt there is anything else you can do. You mention there was a short connection (not sure if this was due to a delay or you intentionally booked a short connection) you paid them to transport your bag from A to B which they did.
You could maybe try your travel insurance to see if they would cover anything (some may only cover actual losses, others may have a fixed payment based on the length of delay)

Thanks for the reply - to be honest, they were about 4 or 5 Euros on a couple of toothbrushes and toothpaste. I accept that what happened was unfortunate, due to a short connection time via Barcelona (which was sold as a through ticket on their website).

We're more annoyed at the fact we wasted most of the next day sitting around when they didn't turn up when they said they would - and gave no explanation for the further delay.

It sounds like I'll just need to be pragmatic and put it down to bad luck. First world problems and all that....