Lost luggage - How to Claim - Airline says not their responsibility

Hatrick24

Just got back from a week in Turkey and one of our suitcases did not arrive in Turkey for 5 days.  Obviously, during this time, our daughter had to buy some items of clothing and toiletries etc.  We have raised a claim with Turkish Airlines but they have come back saying the cause of the delay was not their responsibility and therefore they will not pay anything towards the costs incurred.  

I have emailed to ask them who they believe is responsible but I was under the impression that it is down to the airline and just wondered if anyone has any experience of this or knows for sure who we need to claim from.  

Thanks so much for any advice!  I do plan to contact our travel insurance but I think the excess is around £75, which is half of the amount being claimed.

eskbanker

Best be clear about whether you're referring to 'lost' luggage (thread title) or 'delayed' luggage (post) when communicating with the airline, but either way it's their issue:

https://www.citizensadvice.org.uk/consumer/holiday-cancellations-and-compensation/get-airline-compensation-for-lost-or-delayed-luggage/

https://www.caa.co.uk/passengers/before-you-fly/baggage/lost-delayed-or-damaged-baggage/

Hatrick24

Many thanks and you are quite correct, it was 'delayed luggage' as opposed to 'lost.'  The links are really helpful, much appreciated.

TELLIT01

Would entitlement be different because they were flying with a non-EU airline?

When we travel we split our clothing across the cases so that if one is delayed we still have clothes available.  It's also worth putting a change of clothes into hand luggage for the same reason.