JROTTO
Topic Author
Posts: 32
Joined: Sat Oct 14, 2006 12:40 am

BA Luggage Nightmare

Tue Jul 10, 2007 6:33 am

My baggage problems with BA started last summer on a flight from Malaga to Heathrow. Upon arriving at Heathrow I discovered that not only had my bag not arrived, they only had record of my family checking 4 bags when we in fact had 5. Since I was only spending the weekend in London before returning to the US i thought it frivolous to file a claim as i was about to return home and the clothes were non-essential. The bag did not arrive home in the US for another month (and I am confident it only did arrive due to the efforts Spanish speaking friend in Malaga who was willing to visit the airport on more than one occasion to put pressure on BA).

As some of you all know from my previous post (and I can't thank those of who went above and beyond anything I ever expected to help me) On a JFK-LHR (AA) connecting to LHR-NCE (BA) Flight my bags (packed for a wedding in France followed by six weeks of school in london) vanished. The only recourse I was given at the time was to file a claim with BAs contractor at NCE who did not tell me anything but "BA loses 60 or so bags a day on this route and we will deliver it to you" Understanding some of the business from you all, I was calm and confident that my bag would be delivered that night or the next morning. The weekend, rehearsal dinner, and wedding, went by and I had no clothes and the baggage tracer service had no record of the bag anywhere. Thus i was forced to borrow a tuxedo and buy a suit.

I then went on to london bagless. still no word so I had to buy some more essential clothes .NOW, two weeks later, my bags still have not arrived. Some good news did arrive this past weekend when both bags were located in Milan (I need this explained to me) but still have not been delivered. To be honest I am skeptical they will ever be.

Do I have any recourse if my bags do in fact get here? How much can I claim? I have kept all of my receipts.
 
Tristarsteve
Posts: 3365
Joined: Tue Nov 22, 2005 11:04 pm

RE: BA Luggage Nightmare

Tue Jul 10, 2007 6:38 am

Quoting JROTTO (Thread starter):
Some good news did arrive this past weekend when both bags were located in Milan (I need this explained to me) but still have not been delivered

I hear that BA have employed a freight forwarder in Milan to look after lost baggage. They send truck and plane loads of unsorted bags there, and the contractor matches them and sends them on their way.
This is mainly to releive the pressure in the BA bagroom at LHr, which is too small for normal operations, and definitely too small when it all goes wrong.
But why it is in Milan, I have no idea.
 
OHLHD
Posts: 2903
Joined: Fri Dec 03, 2004 6:02 am

RE: BA Luggage Nightmare

Tue Jul 10, 2007 6:45 am

I am working with baggage claims every day so maybe I can help you a bit.

My first advise is: Do not transit through LHR! I know it easy to say but some of my friends have chosen other transit points in Europe and their baggage has arrived nearly ever time.

2nd: The maximum you can claim from BA is 1000 Special Drawing Rights which is about 1500 USD. If you buy clothes, a suit etc etc send them your claim and ask to be fully compensated. It is your right to get this amount. There might be some deductions at BA which I do not know but it is worth to send them the claim with all your spending.

I am currently on holidays so I have no access to the Worldtracer System otherwise I could have checked where your bags are.

Why they are in Milan? Nobody knows. Sorting error, loading error or a tagging error. I would not put to much effort in getting to know why and when they went there.

What I can give you is a page where you simply put your file reference number and your name and you can see your file.

I hope it helps. If for any reason your bags are not restored with you by the 28th of July PM me and I can check the file in the system.

Here is the link: http://www.worldtracer.aero/cgi-bin/...frame.exe?tran=XXXosXXXXXl1=enCB=Y


All the best and hope to get your bags soon.  Smile
 
swiftski
Posts: 1837
Joined: Tue Dec 19, 2006 6:19 am

RE: BA Luggage Nightmare

Tue Jul 10, 2007 7:34 am

I used to work for BA, and some of that time was spend processing baggage claims, but I'm less biased than one may expect.

Quoting JROTTO (Thread starter):
they only had record of my family checking 4 bags when we in fact had 5

How many baggage tags did you get?

Quoting JROTTO (Thread starter):
I am confident it only did arrive due to the efforts Spanish speaking friend in Malaga who was willing to visit the airport on more than one occasion to put pressure on BA

Speculation; have to disregard that.

Quoting JROTTO (Thread starter):
BA loses 60 or so bags a day on this route and we will deliver it to you

Not true. I'm sure you know this too, if you're honest.

Quoting JROTTO (Thread starter):
Some good news did arrive this past weekend when both bags were located in Milan (I need this explained to me)

Well explained in the above posts.

Quoting OHLHD (Reply 2):
It is your right to get this amount. There might be some deductions at BA which I do not know but it is worth to send them the claim with all your spending.

Correction; it is the right to get UP TO that amount, IF the bag is fully lost. If the bag is delayed for a period, but is relocated and you are reunited with it, expect this amount to significantly fall.

Deal with them properly; If I've received a nice polite letter requesting that we look at someones slit suitcase that the pax thinks may have been caused by BA making a mistake, I'd happily replace an entire case, no worries.

If someone calls up shouting and swearing about how f**king stupid BA are and how this always happens to them, how they will never fly BA again, etc, it makes you (me) less willing to want to help. Of course you retain a level of professionalism but for someone like this you (I) would do what was needed; not go the extra mile to really make someone happy.

With "I am confident it only did arrive due to the efforts Spanish speaking friend in Malaga who was willing to visit the airport on more than one occasion to put pressure on BA" you are getting close to that latter category.

Be nice, it will help you. I promise.
 
OHLHD
Posts: 2903
Joined: Fri Dec 03, 2004 6:02 am

RE: BA Luggage Nightmare

Tue Jul 10, 2007 7:39 am

Quoting Swiftski (Reply 3):
Correction; it is the right to get UP TO that amount, IF the bag is fully lost. If the bag is delayed for a period, but is relocated and you are reunited with it, expect this amount to significantly fall.

Thank you! It is correct like this. Of course " up to" since they are not lost yet. Sorry for that.

Quoting Swiftski (Reply 3):
Deal with them properly; If I've received a nice polite letter requesting that we look at someones slit suitcase that the pax thinks may have been caused by BA making a mistake, I'd happily replace an entire case, no worries.

If someone calls up shouting and swearing about how f**king stupid BA are and how this always happens to them, how they will never fly BA again, etc, it makes you (me) less willing to want to help. Of course you retain a level of professionalism but for someone like this you (I) would do what was needed; not go the extra mile to really make someone happy.



Quoting Swiftski (Reply 3):
Be nice, it will help you. I promise.

Same here.  Smile If somebody tells me that they won't fly again.... ok thank's I cannot change it.



It always helps to remain focused.

Quoting Swiftski (Reply 3):

So you are baggage claims handler too?  Smile
 
swiftski
Posts: 1837
Joined: Tue Dec 19, 2006 6:19 am

RE: BA Luggage Nightmare

Tue Jul 10, 2007 7:45 am

Quoting OHLHD (Reply 4):
So you are baggage claims handler too?

I worked in BA's Cargo Op's at WAW. I got involved in baggage claims (handled in BA's office in downtown Warsaw) while a colleague was on maternity leave.

Now I'm nothing!
 
OHLHD
Posts: 2903
Joined: Fri Dec 03, 2004 6:02 am

RE: BA Luggage Nightmare

Tue Jul 10, 2007 7:51 am

Quoting Swiftski (Reply 5):
I got involved in baggage claims (handled in BA's office in downtown Warsaw) while a colleague was on maternity leave.

Oh I see. So you know all the stories. Big grin I was asked ( forced) 3 years ago to do it. Now I like it even a bit but the easy claims are handled by my collueges. I only get the bad ones.  cry   Smile

Quoting Swiftski (Reply 5):
Now I'm nothing!

No Job?