Lost luggage has always troubled passengers, but the Covid-19 pandemic brought extra challenges for airlines. With a limited workforce and so many canceled and delayed flights, they are constantly leaving their passengers’ bags behind.
The worst part is that before the pandemic, airlines promised to return luggage within 24 hours, but nowadays delivery is taking several days or even more than a week.
This is what happened to Mariana Nunes. She recently traveled from Rio de Janeiro to New York, with a stopover in São Paulo. Upon arriving at JFK airport in NY, she received two of the three bags she checked in from the airline.
“Right away I informed the airline, which confirmed that the bag had been left in São Paulo,” she says. “I filed a complaint, and they said the bag would be delivered to my home within a maximum of 48 hours. I received it only 15 days later,” she adds.
Mariana’s luck is that the loss of the bag occurred on her return home. “If it had happened on the way to Brazil, I would have definitely had to buy several items, since all my youngest daughter’s clothes were in that bag,” she says.
And what if it happens to you? Do you know what to do?
If your bag hasn’t arrived, the airline is responsible for recovering your items and returning them to your home free of charge. In most cases, thanks to a tracking system, the bag returns to its owner. But for this to happen, it is very important that you do not leave the airport without first registering a complaint at the baggage department of the airline you traveled with. It is essential to obtain a copy of the report, which will have an identification number for your case, and a customer service contact number for follow-up.
You can track your luggage through the app or website of some airlines. However, speaking directly with a representative by phone or email seems more effective.
Mariana, for example, called 4 times and exchanged several emails with the airline during the 15 days she waited for her luggage. “Every time I called, I had to listen to music for two hours until someone answered. You have to be very patient, but you also need to be persistent,” she advises.
What are your rights?
According to the regulations of most airlines, passengers are entitled to compensation if their luggage is lost for more than 24 hours. This reimbursement is meant to cover the costs of purchasing clothing or other personal items during the trip or to compensate for permanently lost or damaged belongings.
Your baggage fee is also refunded if the bag is not found within a specified timeframe.
However, before rushing to buy a lot of things while your bag is lost, remember that there is a lot of bureaucracy for reimbursement. Each airline has its own rules, but most will only reimburse you for purchases deemed reasonable.
Mariana reports that after her bag was returned, the airline sent her an email stating that she was entitled to reimbursement if she had purchased items to replace those in the lost bag.
“They asked me to make a list of each item purchased, with the corresponding value, and send a copy of the receipts,” she explains. “I really needed to buy pajamas and some other clothing items for my daughter. I sent a copy of the receipt and now I am waiting for the reimbursement.”
According to the Department of Transportation, airlines are responsible for up to $3,800 for lost, damaged, or delayed luggage. International flights fall under different rules; the maximum reimbursement is about $1,780. Airlines may pay more than that, but they are not legally required to do so.
In addition to airlines, you can get help from your credit card company if you purchased the airline ticket on credit. Some cards, especially those with travel benefits, may offer insurance for lost luggage.
New times, new precautions
If traveling is becoming very complicated, it means that the best thing is to take some extra precautions:
· Consider purchasing insurance. A standard travel insurance policy covers basic issues like theft, loss, or delay in the return of luggage.
· Before leaving home, make sure your bag is identifiable. Put updated contact information on both an exterior tag and inside the luggage.
· Take a photo of your bag before checking it in; this can be useful for reference if you need to file a lost luggage claim. They usually ask for the color, brand, size, and additional details about your bag.
· Try to carry valuable and essential items, such as medications, in your carry-on luggage.
· Consider having a tracking device in your bag. Many people are using this gadget as a way to at least know where in the world the bag is located.
KARINE PORCEL
Journalist