Well... first off it is up to the carrier transporting the customer on the final leg - in this case "Air Europa" to handle the claim and provide immediate on the spot handling of interim expenses. That however is at the discretion of UX
. Generally, you would want to keep all your receipts. Behind the scenes, the various airlines involved sort out the mess and determine who will be responsible for reimbursement.
Quite honestly, there could be a variety of reasons why the bag didn't make it - and I wouldn't necessarily jump to the conclusion that Delta is at fault here just because someone at UX
says they are.
Now... if your bag is never recovered, then compensation is based on the Montreal Convention as posted above
Here are Air Europa's Baggage policies (from their website)
Baggage - Luggage Incidents
If you have experienced an incident with your luggage please accept our apologies. We regret any inconvenience caused.
To process luggage incidents correctly.
• Fill in a Property Irregularity Report: For LUGGAGE claims, it is necessary to go to the Air Europa counter in the airport arrivals hall to inform us of the incident and complete a Property Irregularity Report (PIR) before leaving the airport.
• Keep your original flight documentation: Do not forget to keep your original documentation (ticket, luggage check-in labels and boarding passes, as well as any invoices for essential items that are directly related with the incident in the event of a delay in the luggage arriving) as the company may need to see these.
• Limited liability: Please note that all airlines have limited liability, therefore you may have greater cover if you have travel, business, domestic or all risks insurance.
• If you wish to make a claim: Please note that the PIR completed at the airport is an incident report and does not represent an admission of liability. If you wish to proceed with a claim please send the documentation requested by our Luggage Service as soon as possible, within the periods established on the ticket, i.e. within 21 days of the incident in the event of delay or loss, and 7 days in the event of damage.
A) For DELAY OR
LOSS of luggage: If your luggage has been DELAYED from this moment on, we will do our utmost to locate and deliver it to the address you have provided for that purpose. Delivery, however, may be subject to the customs of the country and their presence at the airport may be required by the authorities.
If within 48 hrs the company has not contacted you, please contact our Call Center:
Telephone in Spain: 902 190 271
Telephone outside Spain: 00 34 871 203 089
Fax: (+0034) 971 57 55 27
Opening hours: 8am to 12am (Spanish time) 365 days a year.
For a better location of your luggage during the first week you must send by fax to the number above indicate.
List of the baggage contents.
To formalize your claim, please send a written report by postal letter within 21 days from de date of the incidence including the following documentation:
Claim detailing the value of each separate item together with the invoices, complemented with a final global valuation.
Passport or AID (copy).
Tag number ( bag tag)/original
Ticket (in case of electronic ticket, please, attach proof of purchase)/original.
Bank details (name, address and postcode of your bank and the account’s holder with the SWIFT and IBAN codes).
Invoice of the expenses originated for the late delivery of your luggage (expenses due to basic necessities)/original.
For your safety, we recommend you to keep a copy from all the documentation you have sent.
If you wish you can download the Claim Form for DELAYS OR
LOSS of luggage.
To this postal address:
Apdo. 220 CP
Palma de Mallorca
B) In the event of DAMAGE to the luggage, For your convenience, we would like to inform you that you can arrange the repair of your luggage inside or outside Spain regardless of the location where the incident took place, but remember that in both cases there is a limit period of 7 days from the date of incidence to communicate with the company.(In the contacts below indicated)
All airlines have a limited liability, so you would have better coverage if you have a travel, business, or home insurance policy; or a fully comprehensive insurance.
For your own benefit, please remember:
You must report the incidence before leaving the airport. Personnel of the airport must be informed of any additional damage your baggage may have suffered, because once you leave the baggage delivery area, the airline is exempt of any liability and claims will not be accepted. You must also retain all documentation of the flight and damage baggage because it will be required for the arrangements that must be made.
Telephone in Spain: 902 88 22 11
Telephone outside Spain: +34 913 243965
Opening hours: 9am to 21pm (Spanish time) from Monday to Friday.