Most effective method to raise complaint, and receive compensation with airline for mishandling our luggage?

drose1 on 11/04/2019 - 17:45

Hi all,

I'd like to ask some of you frequent travelling ozbargainers on what the best method to raise a complaint and to ensure compensation.

I took a 2 leg flight from Melbourne to Singapore, and then a connecting flight to Kathmandu.

Upon arrival in Kathmandu, one of my suitcases was missing. We checked with the baggage area, and from what I understood (language barrier), they said it the suitcase was probably still in Singapore.

This suitcase contained all of our toiletries, and trekking gear (our reason for being in Nepal).

Still waiting to hear back from them.

Regardless, of outcome, I will still be claiming compensation from them.

What are your experiences, and what can I reasonably expect to claim?

Thanks.

Travel

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Comments

  • MrHyde on 11/04/2019 - 17:55
    +2

    Which airline?

    Qantas has been very good to me everything a suitcase was left behind in providing me with cash of upto xxx dollars per day to buy replacement toiletries or clothing. Anything more than that, claim on travel insurance.

    Budget airline, no chance of getting anything.

    • drose1 on 11/04/2019 - 18:00
      -2

      Singapore Airlines.

      I'd rather not have to claim on travel insurance as there is an excess.

      I was hoping the airline would take full responsibility.

      • MrHyde on 11/04/2019 - 18:05
        +1

        From Singapore Airline website:
        Singapore Airlines shall deliver baggage on time, make every reasonable attempt to return mishandled baggage within 24 hours, compensate passengers for reasonable expenses associated with delayed delivery as required by applicable international agreements, refund any baggage fee the passenger paid if the bag is lost.

        What that reasonable expenses covers, you need to ask them.

      • Seraphin7 on 11/04/2019 - 18:06
        +1

        Do whatever is going to get you back to the point of enjoying your holiday as quickly as possible. If that ends up costing you a bit more (the excess?) but let's you enjoy your holiday without haggling with airlines, etc., etc., that's probably going to be money well spent.

  • [Deactivated] on 11/04/2019 - 17:57
    +1

    Depends on your airline, whether you bought luggage/travel insurance, and how long it took to recover your luggage.

    Your luggage isn't mishandled, that would imply damage.

    You may not even be entitled to any compensation if it arrives shortly after.

  • SnoozeAndLose on 11/04/2019 - 18:08

    Is that what travel insurance for?

  • whooah1979 on 11/04/2019 - 18:15

    Passengers may get up to USD 1600 (depending on the exchange rate).

  • Ughhh on 11/04/2019 - 18:19

    Did you ask the airline? Some only provide compensation of maybe $100 per day, per luggage, if missing for longer than 12 or 24hrs.

    My credit card insurance had $0 excess. Claimed just under $800

    • theHMASfriendship on 11/04/2019 - 18:33
      +9

      Did you ask the airline?

      What good could that possibly achieve? This is a question for Australia's foremost bargains website.

  • 87percent on 11/04/2019 - 18:29

    There was that guy who's guitar was smashed by an airline and he wrote a song about it and it went viral

  • dizzle on 11/04/2019 - 18:38

    is the excess worth more than the goods (or what you think the compensation will be)?

    It may be worth claiming on your insurance and then asking the airline to compensate for the excess. I don't know if that would work, but the insurance is there to make your life easier and if you state that was the additional cost for you to enjoy your holiday I would say it's a reasonable expense.

    Most times I've taken it out, the excess is only $100-200,

  • altomic on 11/04/2019 - 18:45
    -2

    I remember when i was a kid and I ate hot chips by the beach

    • havebeerbelywillsumo on 11/04/2019 - 19:30

      Jonathon Livingston I presume?

    • [Deactivated] on 12/04/2019 - 09:26

      Ah. Must be before they invented seagulls.

  • Melb69 on 11/04/2019 - 20:01
    +1

    IMO from our experience, you need to read the fine print of the airline and your travel insurance policy on this. Ours had a min 24hour period for luggage to be returned on way there and 48 hr going home as to when a claim can be made. Count yourself lucky. We had our luggage delayed on the way there and on the way back. Both returned within the time frame. Just very inconvenient. We had to buy toiletries and clothes.

    Buy the way it was Malaysia Airlines. Never again.

    Also the nice guys that returned our luggage returns items all over Victoria. It's contracted out and they make a good deal of money from it.

  • Randxyz123 on 11/04/2019 - 21:23

    Have you called Singapore? I've had American Airlines give me up to $200 to spend on clothes they should be able to track it. What did they say? You should be able to speak to someone who speaks English on the phone and sort it out. Tell them you need it by x day for your trip.

    If you get it in 24 hours, you might not get anything. If it takes longer then buy some clothes and a toothbrush etc and claim the cost back.

  • Meho2026 on 12/04/2019 - 08:48

    Read the reply to this question, it pretty much explains the deal
    http://www.traveller.com.au/lost-luggage-and-consumer-rights…

  • Geoff-bargain on 13/04/2019 - 17:41

    Thai airways didn't give me anything either

  • michaelTito on 14/04/2019 - 08:44

    Same thing happened to me on my trip to Bangkok. 1 out of the 4 luggage didn’t make it on the same flight. Got given 550 AUD worth of Thai Bart as compensation. You gotta ask though. Do note that this was award business class ticket.

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