Lost luggage claim?

samkerr93

So basically was flying with KLM from Glasgow to Amsterdam then onto Berlin on the 14/01 and returning on the 16/01. I have 1 back of hand luggage that contained my items and my fathers. We arrived in Glasgow checked in etc and just before boarding the KLM staff started to take the hand luggage away which we were given no explanation for. We were just given a receipt and that was that. Once we arrived in Berlin everyone who had their hand luggage taken off them in Glasgow were the last in the baggage hall, eventually we were told there was no more cases and approximately 30 of us were left with no luggage and told we had to go make a claim. So after walking from one place to the next we found our way to the baggage claim, we were told to fill out the information of our flight etc to make a request for our luggage. We were then told that we won't be able to get our luggage for the trip, so we proceeded to the KLM desk where we spoke to the man in charge where he couldn't of been more useless and basically said it was all run by computers and there was nothing he can do to help apart from offer us a toiletry set. So we had no clothes, no tickets for the football match we were attending and the reason for our trip and were stuck in Berlin not knowing what to do, I received 1 email from them saying they didn't know where my luggage was. I have now arrived home and have been told today on the 17/01 that my luggage will be delivered. Whats the best way to go about making a claim?

Westin

It sounds like your hand baggage was either over size for the cabin or that they had already allowed the maximum number of large cabin bags onto the aircraft.

If hand baggage is gate checked it is always advisable to remove anything from it of value or importance (money, passport, car/house keys,medicine and football tickets!). Gate staff should tell you that but I believe you also need to have a degree of sense to do so as well.

You should have completed a lost baggage report (known as a PIR) at Berlin. The luggage receipt which you were given at GLA has a unique number and will be used to track and locate and subsequently return your bag.

Your travel insurance (you did have some, right?) is best for claiming for delayed baggage to purchase necessities.

I doubt sadly you will get anywhere with the loss of your football tickets as the airline is very likely to say that these should have been removed from your luggage and carried with you safely.