The first thing is to report it! Either at the airline office when you arrive or at the lost property office at the airport. You will then have to complete a PIR (Property Irregularity Report) form so that a search can be launched. Some airlines also offer you to report the incident online within 24 hours of the arrival of your flight.
2. Re-equip while waiting
“You can ask your company for a basic kit (toothbrush, soap, etc.)explains Jean-Philippe Ducart of Test-Achats. Or buy these basic necessities, being reasonable and while keeping the tickets, to be reimbursed. Brussels Airlines indicates that the majority of luggage is found within 24 hours and delivered to passengers. After 21 days, the baggage is deemed lost and the file is sent to customer service.
3. Submit a complaint
To be compensated, you must send a request to the airline – solely responsible – by registered mail with acknowledgment of receipt. The form completed at the airport is not sufficient. You have 7 days if your baggage has been damaged. 21 days if delayed. You must send it as soon as possible if your baggage is lost. The maximum refundable amount for replacement purchases or total loss of baggage is approximately €1,600 per passenger. But according to Test-Achats, “if you cannot produce proof of purchase, you will have to negotiate the amount of compensation with the company”. What can sometimes turn out “difficult”assures the European Consumer Center (see opposite).
Is baggage insurance necessary?
And what if the value of my baggage is over €1600? It is advisable to report it before check-in. You can thus increase the “limit of liability” of the company for a “additional fee”. And be compensated up to the declared amount. Note that the airlines have, in their conditions of carriage, a list of items for which they decline all responsibility: computer, money, jewellery, etc. And for which they will not compensate.
Also, the Montreal Convention only applies to checked baggage, not hand baggage, which remains your responsibility. If your hand luggage ends up in the hold (due to weight, etc.), remember to remove your valuables. Because in the event of loss of luggage, they may not be compensated.
Some insurers offer baggage insurance, most often integrated into travel assistance. This allows you to bring in another suitcase – prepared by a loved one – or medication, for example. It can also intervene in the purchase of goods on the spot, help the insured in his steps, etc. Is it essential? “Do we travel often? And with valuables? It is advisable to compare these insurances, find out about exclusions, etc.”, insists Test-Achats.
Insurance that intervenes “in addition” compensation from the airline, says the European Consumer Centre. “Generally, your insurer will ask you if you have already received any compensation. “
