Lost luggage. How an airline looks for lost items. What to do if you lost your luggage at the airport

You do not notice your own suitcase on the baggage claim? Don't panic. You have everything if you file a loss report and report all necessary information airline representatives. Read below to learn how to do it right.

So, your luggage is not on the tape. To help you - the Lost & Found counter ("Luggage Search"). Employees who stand behind the counter are required to advise passengers in case of damage or loss of bags and suitcases. If you do not see such a counter, you should look for your airline representative or an on-duty service agent who works in the baggage claim hall all the time.

Basically, the reason for the loss of luggage is simple: the label that was stuck to it during check-in came off. If this happened during transportation, then most likely your luggage was left at the airport of departure. In this case, finding it is easy. Worse, if there is a failure in the computer systems of registration or loading. In this case, baggage may be incorrectly registered and sent very far. But at airports where luggage systems are not automated (especially in Asia and the Middle East), your luggage may end up in another country due to a simple mistake of the loader.

It is important to understand that the airline that last operated your flight is responsible for baggage in case you are flying in transit. According to statistics, every 90 seconds, airlines lose passengers' baggage. This usually happens on connecting flights. In order to return the baggage, you need to file a written claim. You will need a tear-off baggage tag that is affixed to your boarding pass, and a passport.

In the act, it is necessary to describe in detail the special features of the suitcase: what color, size, shape it is, what material it is made of, whether it has additional parts, wheels, handles, tags, patch stickers ... It is also better to indicate the manufacturer, if you remember . In general, it is always better to play it safe and attach a name tag to your bag in advance, this will greatly simplify the search process.

The act of loss is drawn up in two copies, so that one of them remains with you. In the act, write down the application number, your coordinates and passport data. Write down the telephone number of the baggage tracing service or the airline representative. The procedure is over and you no longer need to sit at the airport "on pins and needles" - it's better to go home or to a hotel.

Note that the airline is not obliged to provide essential items to passengers whose luggage is lost. But some large foreign (!) carriers meet the needs of their customers and sometimes give out a set consisting of a toothbrush, toothpaste, soap, deodorant, razor and shaving foam, and a T-shirt.

The status of your baggage can be tracked using the Internet. True, not all Russian air carriers have this service (only if your airline is part of the World Tracer system - find out right away. Transaero and S7, for example, are here). On the carrier's website, you enter the identification number assigned to you when filling out the act of loss, and your last name.

Thus, the Domodedovo airport has been connected to it since 2001. By the way, this hub processes about 14 million luggage places per year, and the luggage loss rate here is the lowest in the world: 0.6-1.2 per 1000 pieces of luggage in winter and summer, respectively.

The found luggage will be brought to your home (you will indicate the address in the act). Delivery within the city of flight and suburbs is free. If you need to carry it further, your luggage will remain at the airport (or airline office) until your arrival, but only for a year. Before returning the "prodigal baggage" you should call and warn about the arrival of the courier.

Luggage should be found within 24 hours. But, sometimes, it happens otherwise. If the suitcase has not been returned within 5 days, you should contact the air carrier and make a list of things that are inside the luggage (the list will be added to the additional search parameters). In this case, luggage will almost certainly be found (at least that's what the airlines say).

The maximum search period for a suitcase is 21 days. If time has passed, but "Herman is still gone" - write - "gone" ... Either the luggage was stolen, or lost forever. The airline is obligated to pay you for the damage. According to the Warsaw Convention on Air Transport and Article 119 Air Code Russia, for lost luggage the airline pays compensation at the rate of 600 rubles per kilogram. Even if there were very expensive things in your suitcase. Weight is calculated by weight. If it suddenly turns out that the bag was not weighed, then its weight is estimated at 35 kilograms. In principle, if you still have checks for things packed in your suitcase, you can demand additional compensation, but even in this case, if you are lucky, you will be reimbursed only 50% of the cost of the goods.

You can reduce the risk of losing luggage. Firstly, before the flight, do not forget to remove all the extra stickers left over from previous flights from the suitcase (the tags can simply be mixed up at airports).

If you are a transit passenger, and it is on connecting flights that baggage is lost most often, check that the final destination where you will receive your baggage is indicated on the tag. Buy tickets so that between two connecting flights It was at least an hour and a half. Otherwise, luggage simply may not have time to be reloaded from one aircraft to another.

You can also insure your suitcase. However, the insurance service does not cover flights within Russia. Leading domestic insurance companies "Ingosstrakh", "Renaissance" and "Uralsib" against loss of luggage on domestic airlines are not insured. Comfort yourself with the hope that, according to statistics, Russian air carriers lose luggage less often than international ones. It's just that we have fewer "dangerous for luggage" connecting flights in our country.

If you have lost hand luggage please contact the flight attendants. Perhaps the bag was left in the cabin. If you have already passed the control zone and there is no way back, go to the same Lost & Found counter. Everything is arranged according to the already described scheme. Airport staff will contact the departure staff. Regardless of weight, carry-on baggage is always valued at $400, the amount that the airline has to pay. In case of loss of documents, jewelry and equipment, nothing will be reimbursed to you. But you can claim compensation for moral damage through the court. Of course, you need to soberly assess the situation and understand under what circumstances your bag was lost: it was stolen or you yourself forgot it somewhere.

When handing over suitcases in luggage and losing sight of them, anything can happen to them - they can be mixed up, they can be sent to the wrong place and on the wrong plane, they can be spoiled, broken and even lost. In any case, the loss of baggage is an unpleasant event, and it is better to know what to do in case of loss of baggage in advance.

About norms free transportation luggage read

Mostly suitcases get lost when transit flight. When traveling with one airline, the air carrier assures that there is no need to pick up luggage at the airport where the transfer is made. He will fly on his own destination destination. In practice, the situation is somewhat different.

Sometimes airport employees may confuse containers with baggage, or fail to load transit baggage on the plane, or load baggage on another plane.

Lost luggage at the airport

If you want to receive new articles of the site, learn about exchange rates, events and news of Marmaris, subscribe to RSS or get them by e-mail! And also all site news, all events and weather in Marmaris are now in our

People who fly frequently are probably familiar with the situation of tedious waiting at the baggage claim belt: arrived or did not arrive? According to statistics, every 90 seconds one of the passengers still does not find their luggage on the belt. What to do if you become such a passenger? We understand.

Reasons for Lost Baggage

the most banal and common cause losses - the tag on the suitcase was torn off and the airport staff were unable to deliver him to desired flight. In this case, the suitcase is immediately sent to Lost & Found.

Failure in the computer system. Sometimes it happens that a suitcase ends up on another plane due to a computer error. Most often, such errors occur on transit flights.

Stole. The most unpleasant option, because here the probability of finding a suitcase is almost zero.

What to do if the baggage "did not arrive"

Immediately go to the Lost & Found department and fill out a loss report. It must indicate the shape, color, material from which the suitcase is made, information about the name tag, the presence or absence of wheels and handles. By the way, about the tag: its presence with the registered contact information of the owner will significantly reduce the time of searching for a suitcase - do not be too lazy to attach such a thing to your suitcases.

The presence of a tag with the registered contact information of the owner will significantly reduce the time of searching for a suitcase

The completed report will be immediately entered into the World Tracer international baggage search system, and you will be given a copy of the missing report. As soon as the system locates the luggage, a Lost & Found employee will contact you and inform you when the luggage will be delivered. You can also track baggage searches on your own by entering your data on the World Tracer website.

What to do if not found

Maximum baggage search time - 21 days, after this period, the baggage is considered lost or stolen. The passenger is entitled to claim compensation from the airline. The amount of compensation is governed by the Warsaw Convention and the Hague Protocol. Usually they pay about 20 dollars per 1 kg of weight.

Airlines are not required to compensate for the cost of lost items during the search for a suitcase. But if you are left in another country with practically no clothes and personal belongings, it makes sense to contact the airline employees with a request to compensate for the cost of buying essentials. Often, representatives of carriers agree to pay a small amount, not wanting to spoil their image. In this case, it will be necessary to show receipts for purchases, however, they will be paid only for half.

Everyone who at least once stood in front of the baggage claim conveyor caught himself thinking: what if my suitcase was ... lost ?! Whether you're carrying souvenirs from your vacation, clothes for a business meeting, or casual leisure items, losing your luggage is never good news. We tell you how to properly return your luggage.

How and why luggage is lost

As a rule, the main reason for the loss of luggage is the human factor: either the check-in employee or his colleagues involved in the distribution and loading of luggage make a mistake.

In order for the baggage to fly on the same flight as its owner, a special baggage tag with the flight number and a barcode is attached to it. A similar sticker is attached to the boarding pass. If the tag was poorly fixed and unstuck from the suitcase, it may be lost: the sorters simply will not be able to identify it on the right aircraft.

The chance of losing luggage increases if you are flying with a transfer. With a delay or increase in the flight time of the first flight, the transfer time is reduced, which means that the luggage may simply not have time to get on the second flight.

If the airline takes care of transporting luggage from one ship to another, the luggage is not lost, but delayed and sent on the next flight. How to get it, you will need to check with the airline staff.

In some cases, the passenger is obliged to independently pick up and check in luggage again at the transfer airport. This should be clarified at the first registration. If the passenger does not pick up the baggage at the transfer point and does not check it in for the next flight, then the baggage will be lost through the fault of the passenger. In order to have time to pick up and check in your luggage again, allow enough time for a transfer.

Tip: since no one is insured against losing luggage, take everything that is most valuable and necessary in your hand luggage. Keep documents, money, phone chargers and other things that are difficult to do without. And don't forget to check out .

What to do if the airline has lost luggage

Don't panic, and even more so, don't make a fuss. Operate calmly within the existing scheme. Go straight to the Lost & Found baggage tracing service and file a claim for lost baggage. If there is no Lost & Found counter at the airport, please contact the airline directly.

The application will need to indicate personal data, data from the luggage tag, as well as the main signs of your luggage. Most airlines provide delivery of found luggage. If you have this option, you will also need to leave a shipping address.

It is important that you have proof that you have submitted your application - you may need this document later to claim compensation from the carrier and/or insurance company.

Based on your application, a search for luggage will be organized, which will last 21 days. If during this time the luggage is found, it will be sent to the airport closest to you, and from there - to the address you specified.

The lost baggage search system is established at airports all over the world, and almost always the baggage is returned to its owner within 2-3 days.

Be sure to keep the baggage tag until you receive and check the integrity of the baggage. If you plan to claim compensation for delayed baggage upon baggage claim, be sure to ask for the accompanying papers. Save the tag as well.

How to recover losses incurred while waiting for luggage

While waiting for your luggage to be returned, you will probably have to spend money on some everyday items like a change of clothes and hygiene products. Check with the airline in what order it pays compensation, what amount of funds you can count on, and what papers you will need to receive money. Usually these documents are receipts for purchases made, itinerary receipt, baggage tag, as well as confirmation of the loss of baggage claim.

What to do if the baggage was never found

According to Article 118 of the Air Code Russian Federation, "the carrier is responsible for the loss, shortage or damage to baggage after they have been accepted for air transportation and before issuing to the passenger. Therefore, with a complete loss of luggage Russian airline oblaza to pay you compensation in the amount of 600 rubles per kilogram on the territory of the Russian Federation and about 20 dollars abroad. European carriers pay a fixed amount - 1200 euros per suitcase.

Tip: If you are carrying valuable items in your baggage, you can fix the amount of compensation for lost baggage. To do this, you will need to pre-declare your luggage and pay a fee.

How to use insurance in case of lost baggage

You can claim compensation for lost luggage from both the carrier and the insurance company. At the same time, it is not a fact that they will be summed up: the insurer has the right to deduct the amount that the airline paid you.

Baggage insurance may be subject to additional service when buying a ticket, and can be included in the tourist insurance. In case of loss of luggage, try to contact the insurance company as soon as possible - this is the most important rule in the event of any insured event. In addition, you will know in advance the exact list of documents that you will need to receive the payment.

Losing luggage can ruin your entire vacation or blur your travel experience. The return of the missing suitcase sometimes has to wait several weeks. Roman Gilmanov, founder of Compensair, which helps passengers receive compensation from airlines, has compiled a list of actions to be taken if the carrier has lost your suitcase, and told how to get compensation from the carrier for the inconvenience.

If upon arrival you find that your suitcases are damaged or they are not at all on the issuing belt, do not be upset. Under the 1999 Montreal Convention, airlines are liable for damages in the event of delay, loss or damage to baggage, so you have very specific rights that you need to know.

Before leaving the baggage claim area, contact the airport staff or Lost luggage/ Baggage Claim/ Help Desk. Request a Baggage Irregularity Report (P.I.R.) to make an official statement about the incident, make an inventory of missing items or damage.

Important: If you do not complete a P.I.R in the baggage claim area, the airline will most likely refuse to consider further claims.

If your baggage is lost abroad (in a country where you do not live permanently), the airline is obliged to provide you with a set of essentials. Depending on the rules of the airline, you have the right to demand:

a set of toiletries;

(most often) reimbursement of expenses for linen, clothing and toiletries up to a certain amount upon presentation of receipts confirming the purchase (average 70-100 euros);

payment of a fixed amount per day for a specified period.

If your baggage is not found within 21 days, it is considered lost. After this period, you acquire the right to receive monetary compensation for lost items.

What to do to get a refund

The first step is to file a claim for delayed, lost or damaged baggage. It must describe in detail the contents of the lost luggage or damaged property and its approximate cost. It will not be superfluous if you provide any confirmation of this cost (checks, statements of credit card, and so on). You need to attach a copy of the documents you have to the inventory (P.I.R. act)

In addition, it is important to meet the deadlines, otherwise the application may be refused:

up to 7 days - for lost or stolen items (from baggage) or damaged baggage;

up to 21 days - for delayed baggage from the moment of its receipt (in some airlines, in order to receive a refund of expenses caused by a delay, it is necessary to submit a claim and proof of expenses within 21 days from the date of filling out the P.I.R report)

What documents should be attached to the claim

Act P.I.R.;

boarding pass;

baggage check;

checks confirming the forced purchase of essential items (in case of luggage delay);

list of baggage contents and approximate cost(in case of loss);

an estimate of the cost of repairs (if the luggage is to be repaired) or a confirmation from a specialist that the luggage cannot be repaired (in case of damage to the luggage);

Bank details;

a copy of your passport or ID card.

How much can you expect

The maximum limit of liability is about 1.4 thousand euros.

Report loss or damage without leaving the baggage claim area;

keep all documents related to the flight (baggage receipt, etc.);

clarify the situation as much as possible with the baggage counter (what phone number can be used to contact the airline / airport, the timing of further actions, etc.).

The rules of transportation may vary, so we recommend that you carefully study the information provided on the airline's website.

What to do if the airline refuses compensation

If you are denied payment, you can start legal proceedings. The right to sue the airline remains for two years from the moment of the unlawful (in the opinion of the passenger) refusal of the carrier to compensate for the damage.