Help- luggage still not here and its been over 2 days
Jul 25th, 2004, 09:23 AM
#1
Original Poster
Join Date: Apr 2003
Posts: 213
Likes: 0
Received 0 Likes
on
0 Posts
Help- luggage still not here and its been over 2 days
Message: British Airways/Heathrow has misplaced our luggage and bikes. Its been over two days. We have repeatedly called Boston (where we flew into) and now Heathrow directly and no one can give us a straight answer. Boston tells us its Heathrow's responsibility to let them know what is going on with our bags and Heathrow tells us we need to get our info from Boston. Heathrow says they will call once they find anything out, but I do not feel very confident about that. We are freaking out as the bikes are worth a lot of money. Not to mention that they are really irreplaceable as they have been custom put together by my husband. What recourse do we have? Has anyone been in this sitaution before? I am ready to cry. What should we do?
Jul 25th, 2004, 02:04 PM
#2
Join Date: Jan 2004
Posts: 117
Likes: 0
Received 0 Likes
on
0 Posts
All you can do at the moment is just sit back and keep your fingers crossed. Repeatedly calling BA in Boston/LHR isn't going to do you much good unfortunately- it's not as if the other person on the other end of the phone is gonna get up and start looking through all the misplaced luggage for your stuff. Ask BA for the Worldtracer reference number so that you can check the status of your luggage here : http://www.worldtracer.aero/filedsp/ba.htm
Usually, luggage and owner are reunited within about 5 days so although it must undoubtedly be tough for you at the moment, 48 hours is not a great deal of time.
As for whose responsibility it is (either BOS or LHR) well BA probably don't know this yet. A possible scenario could be that your stuff was put on the wrong plane and headed to Singapore. Maybe the baggage tags came loose?
The whole process will take about 14 days before BA admit defeat in tracing your luggage. In the meantime, obviously keep all receipts of expenses you incur because of this and send BA the bill.
If worst comes to worst and your stuff has disappeared, then you can submit your claim to the Customer Relations dept. Although liability for airlines is limited by the Montreal Convention, they will not necessarily follow these regulations religiously.
Usually, luggage and owner are reunited within about 5 days so although it must undoubtedly be tough for you at the moment, 48 hours is not a great deal of time.
As for whose responsibility it is (either BOS or LHR) well BA probably don't know this yet. A possible scenario could be that your stuff was put on the wrong plane and headed to Singapore. Maybe the baggage tags came loose?
The whole process will take about 14 days before BA admit defeat in tracing your luggage. In the meantime, obviously keep all receipts of expenses you incur because of this and send BA the bill.
If worst comes to worst and your stuff has disappeared, then you can submit your claim to the Customer Relations dept. Although liability for airlines is limited by the Montreal Convention, they will not necessarily follow these regulations religiously.
Jul 25th, 2004, 03:39 PM
#3
Join Date: Jul 2004
Posts: 1,602
Likes: 0
Received 0 Likes
on
0 Posts
Job816: Listen to me. You've got a problem, and BA isn't listening, however, there is someone they WILL listen to, I assure you. Get online immediately to the Aviation Consumer Office of the U.S. Dept. of Transportation: website: airconsumer.ost.gov/problem.htm.
This office is set up to investigate precisely the kind of problems you are having-and like I said, when the DOT sends out its letter of investigation, or in emergencies, calls the carrier in question, the carrier will respond immediately. They will open up a file on this matter, and you will have redress to your problem. You will need to email them with the details, and also, you can call them- they have a 24 hr. telephone line-202-366-2220, but best to email them with first-all the information is on their website.
Good luck.
This office is set up to investigate precisely the kind of problems you are having-and like I said, when the DOT sends out its letter of investigation, or in emergencies, calls the carrier in question, the carrier will respond immediately. They will open up a file on this matter, and you will have redress to your problem. You will need to email them with the details, and also, you can call them- they have a 24 hr. telephone line-202-366-2220, but best to email them with first-all the information is on their website.
Good luck.
Jul 25th, 2004, 04:02 PM
#4
Join Date: Jul 2004
Posts: 1,602
Likes: 0
Received 0 Likes
on
0 Posts
Correction to the website address: it's [email protected].
Jul 25th, 2004, 04:21 PM
#5
Join Date: Jul 2004
Posts: 1,602
Likes: 0
Received 0 Likes
on
0 Posts
Okay, let me try this one more time. The above post is the email address to give them the details of your problem. However, I'm having difficulty accessing their website from the address I gave-I know a shorter way, but I'm familiar with the website. Try it this way:
Go to www.dot.gov, and at the top of the page click "Citizen Services" then click "Aviation" then click "Aviation Consumer Protection" and FINALLY click "Air Travel Problems and Complaints." You will then be at the website mentioned.
Go to www.dot.gov, and at the top of the page click "Citizen Services" then click "Aviation" then click "Aviation Consumer Protection" and FINALLY click "Air Travel Problems and Complaints." You will then be at the website mentioned.
Jul 25th, 2004, 04:49 PM
#6
Original Poster
Join Date: Apr 2003
Posts: 213
Likes: 0
Received 0 Likes
on
0 Posts
Spy girl. Thanks much. I followed your directions. lets see wht happens. I am torn between being super pissed off and breaking down into a fit of tears. This sreally sucks. I am glad that fodorites like you are here for met to commiserate with and get advice.
Jul 26th, 2004, 01:48 PM
#8
Join Date: Jan 2004
Posts: 117
Likes: 0
Received 0 Likes
on
0 Posts
This is a bit of a drastic step to take after just 2 days!
If you think it will do any good then go ahead and contact them. Unfortunatley, the Aviation Consumer Office can only tell BA to look harder. There are 1000's of bags missing across America on all airlines and your case will not be a priority. That is the harsh truth.
If you think it will do any good then go ahead and contact them. Unfortunatley, the Aviation Consumer Office can only tell BA to look harder. There are 1000's of bags missing across America on all airlines and your case will not be a priority. That is the harsh truth.
Jul 26th, 2004, 07:23 PM
#9
Join Date: Jul 2004
Posts: 1,602
Likes: 0
Received 0 Likes
on
0 Posts
Cosmic: are you speculating, or do you believe somehow that you have some actual knowledge of how the DOT's ACPD works? In point of fact, the DOT can do a LOT more than just tell BA to "look harder." How ridiculous! Why would there be such an office if that's all they did?
BA is a "regulated entity" of the US DOT, meaning it must comply with US aviation and consumer protection laws; failure to do so could bring a civil penalty action of several thousand dollars. The DOT will open an investigation file for each warranted claim, and will send a Letter of Investigation, among other options, that asks BA to explain itself, what it did, and how it resolved the situation to the pax satisfaction. If they come up short, one option is that they can be fined, all dependent of course, on the egregiousness of the carrers' actions, and how quickly the carrier has moved to remedy the problem.
ONe thing I CAN tell you: it will NOT go uninvestigated-which is why it is the correct course of action when there has been a less than satisfactory response from the carrier regarding lost baggage-the attitude of the carrier has a way of changing quite dramatically once the USG takes an interest in the matter!
BA is a "regulated entity" of the US DOT, meaning it must comply with US aviation and consumer protection laws; failure to do so could bring a civil penalty action of several thousand dollars. The DOT will open an investigation file for each warranted claim, and will send a Letter of Investigation, among other options, that asks BA to explain itself, what it did, and how it resolved the situation to the pax satisfaction. If they come up short, one option is that they can be fined, all dependent of course, on the egregiousness of the carrers' actions, and how quickly the carrier has moved to remedy the problem.
ONe thing I CAN tell you: it will NOT go uninvestigated-which is why it is the correct course of action when there has been a less than satisfactory response from the carrier regarding lost baggage-the attitude of the carrier has a way of changing quite dramatically once the USG takes an interest in the matter!
Jul 27th, 2004, 04:40 AM
#10
Join Date: Jan 2003
Posts: 2,049
Likes: 0
Received 0 Likes
on
0 Posts
In a previous life, I was a bureaucrat, and, invariably, when an inquiry or request for investigation was received, all work stopped on the case, while the resources that were being applied to processing the case were diverted to answering the inquiry. Many times a case that was about to be finalized was delayed, often for over a week, while we rushed to provide a classy response to the inquiry.
In my opinion, freaking out after only two days is just that, freaking out, and the advice to initiate an investigation so early is not well thought out.
In my opinion, freaking out after only two days is just that, freaking out, and the advice to initiate an investigation so early is not well thought out.
Jul 27th, 2004, 06:17 AM
#12
Join Date: Jan 2003
Posts: 4,611
Likes: 0
Received 0 Likes
on
0 Posts
>>I was a bureaucrat, and, invariably, when an inquiry or request for investigation was received, all work stopped on the case"
When I was a mortgage banker and a file was at FHA for processing, the prevailing wisdom was that if you called in and checked on a file, after they answered your questions, they would replace it at the very back of the pile.
Keith
When I was a mortgage banker and a file was at FHA for processing, the prevailing wisdom was that if you called in and checked on a file, after they answered your questions, they would replace it at the very back of the pile.
Keith
Jul 27th, 2004, 07:44 AM
#13
Join Date: Jan 2003
Posts: 12,885
Likes: 0
Received 0 Likes
on
0 Posts
If <b>spygirl</b> thinks that DOT will do anything about lost luggage, she is living in a dreamland. DOT admits that they are <b>not</b> in the business to mediate any disagreements between passengers and airlines. They will put the complaint on file and once a month the appropriate complaints will be send to the named airlines. That's as far as it goes.
What they will also do is to put all the complaints to the company in question in a monthly <i>Air Travel Consumer Report</i>. This report is distributed to the industry and made available to the news media and the general public so that consumers and air travel companies can compare the complaint records of individual airlines and tour operators. That's it.
Will filing a complaint with DOT help? I suppose in a general way it will, because no company wants to look bad in a newdpaper article or some consumer report, but don't fool yourself thinking that they actually will go fight for your lost luggage.
There is an article in today's New York Times from a businessman that travels a lot on business. He relates a story about how his luggage was lost 6 months ago and it just arrived at his house few days ago. Nothing stolen, nothing broken and as a matter of fact, everything still neatly folded just like on the day he checked in his luggage. This happens.
The best way to protect anything that's valuable and needs to be checked-in is to buy insurance. And believe it or not, loosing your luggage on international flights will get you less ompensation than if it was lost during a domestic flight. The international luggage compensation is spelled out in Warsaw Convention agreement and that's the only rule the airlies have to abide by on international flights.
To the OP. Be patient. Luggage is easier to loose than 2 bicycles. It's my guess that they were misdirected somewhere, but since they are a bulky items, they will be easy to spot and finally traced back to you. Unfortunately this takes time in the vast world of international airlines.
Good luck!
What they will also do is to put all the complaints to the company in question in a monthly <i>Air Travel Consumer Report</i>. This report is distributed to the industry and made available to the news media and the general public so that consumers and air travel companies can compare the complaint records of individual airlines and tour operators. That's it.
Will filing a complaint with DOT help? I suppose in a general way it will, because no company wants to look bad in a newdpaper article or some consumer report, but don't fool yourself thinking that they actually will go fight for your lost luggage.
There is an article in today's New York Times from a businessman that travels a lot on business. He relates a story about how his luggage was lost 6 months ago and it just arrived at his house few days ago. Nothing stolen, nothing broken and as a matter of fact, everything still neatly folded just like on the day he checked in his luggage. This happens.
The best way to protect anything that's valuable and needs to be checked-in is to buy insurance. And believe it or not, loosing your luggage on international flights will get you less ompensation than if it was lost during a domestic flight. The international luggage compensation is spelled out in Warsaw Convention agreement and that's the only rule the airlies have to abide by on international flights.
To the OP. Be patient. Luggage is easier to loose than 2 bicycles. It's my guess that they were misdirected somewhere, but since they are a bulky items, they will be easy to spot and finally traced back to you. Unfortunately this takes time in the vast world of international airlines.
Good luck!
Jul 27th, 2004, 01:50 PM
#14
Join Date: Jan 2004
Posts: 117
Likes: 0
Received 0 Likes
on
0 Posts
Spygirl, I actually work in the airline industry and coming across lost baggage complaints is something that happens all too often. I know all too intimately about what actually happens in such cases.
The airline is of course responsible for the lost luggage and, if unresponsive or caring, then maybe the DOT will investigate. But I can guarantee this won't be the case with BA. Sure, they may have been incompetant in losing the luggage but they did not do it deliberately and WILL do all they can to find it. What do you honestly expect the DOT to do? Send their men to assist the search at BOS or LHR?
Ultimately, lost baggage and airline liability is governed by the Montreal Convention and nothing there is nothing that the DOT can do to override this.
Of course, you probably know better than me.
The airline is of course responsible for the lost luggage and, if unresponsive or caring, then maybe the DOT will investigate. But I can guarantee this won't be the case with BA. Sure, they may have been incompetant in losing the luggage but they did not do it deliberately and WILL do all they can to find it. What do you honestly expect the DOT to do? Send their men to assist the search at BOS or LHR?
Ultimately, lost baggage and airline liability is governed by the Montreal Convention and nothing there is nothing that the DOT can do to override this.
Of course, you probably know better than me.
Jul 27th, 2004, 02:10 PM
#15
Join Date: Jan 2003
Posts: 12,885
Likes: 0
Received 0 Likes
on
0 Posts
<b>spygirl and cosmic_toadstool</b>,
I don't know why the 2 of you are bring up the Montreal Convention agreement? This was signed in 1999 by 71 nations <b>but</b> ratified by <b>ONLY</b> 29 nations when 30 is needed, and it dealt ONLY with international air carriers accidents and their liability. And to top it off as of 2003 US has not ratified the agreement, which if done, would make the agreement an international law that international airlines would have to abide by.
Lost luggage is still covered by Warsaw Covention.
I don't know why the 2 of you are bring up the Montreal Convention agreement? This was signed in 1999 by 71 nations <b>but</b> ratified by <b>ONLY</b> 29 nations when 30 is needed, and it dealt ONLY with international air carriers accidents and their liability. And to top it off as of 2003 US has not ratified the agreement, which if done, would make the agreement an international law that international airlines would have to abide by.
Lost luggage is still covered by Warsaw Covention.
Jul 27th, 2004, 02:21 PM
#16
Join Date: Jan 2004
Posts: 117
Likes: 0
Received 0 Likes
on
0 Posts
Final message to AAFrequentFlyer:
The Montreal Convention DOES cover an airline's liability for lost luggage! Fact! It is not limited in scope to just airline accidents!
Please check your facts before making these assumptions using bold typeface!
The Montreal Convention DOES cover an airline's liability for lost luggage! Fact! It is not limited in scope to just airline accidents!
Please check your facts before making these assumptions using bold typeface!
Jul 27th, 2004, 02:27 PM
#18
Join Date: Jan 2004
Posts: 117
Likes: 0
Received 0 Likes
on
0 Posts
Oops, my previous post seems to have vanished. It read as follows:
Message AAFrequentFlyer:
I am based in the UK. In the EU, the Montreal Convention became law in June 2004, hence any confusion.
This may or may not be the case in the USA. I will take your word that Warsaw is still applicable in the USA.
Message AAFrequentFlyer:
I am based in the UK. In the EU, the Montreal Convention became law in June 2004, hence any confusion.
This may or may not be the case in the USA. I will take your word that Warsaw is still applicable in the USA.
Jul 27th, 2004, 02:32 PM
#19
Join Date: Jan 2003
Posts: 12,885
Likes: 0
Received 0 Likes
on
0 Posts
I stand corrected. US did ratify the agreement in Sep, 2003 thus becoming the 30th nation needed to make it a law, but not one mention of lost lugage liability:
<b>http://www.state.gov/e/eb/rls/rm/2003/21869.htm</b>
<b>http://www.state.gov/e/eb/rls/rm/2003/21869.htm</b>
