What to do if your luggage is lost or damaged

Why baggage is lost

The reasons can be very different: from the error of the scanner-sorter to the human factor (they did not have time to load it into the plane, they loaded it into the wrong one). Most often, errors occur on connecting flights.

According to statistics from WorldTracer Baggage Report 2016, an international baggage tracking system, 23.1 million suitcases and bags were lost in 2016. The figure looks intimidating. But if you look closely, it turns out that only 6, 5 suitcases out of every 1,000 did not reach their owners on time.

What to do if there is no baggage on the belt

Don't panic! Didn't you find a suitcase or some bulky items like a stroller or sports equipment? If the second, then everything is fine. Non-standard baggage is always given in a separate window so that it is not accidentally damaged during transportation.

If you just missed your suitcase, go to the Lost & Found counter, sometimes called Passenger Service. As a rule, this service is located at the exit from the baggage claim area. If there is no such counter, ask any airport employee where to go.

Do not leave the terminal until you have dealt with your lost luggage!

The Lost & Found counter will ask you to show a tear-off luggage ticket and first try to search for your bags with you. If these searches do not lead to anything, you will be offered to fill out a special Property Irregularity Report (PIR) form in two copies: you give one, and the other you keep for yourself.

In the form you will need to indicate information about yourself, flight details and a detailed description of the suitcase. Airport staff will enter this information into the WorldTracer international baggage accounting system. And you will receive a registration number by which you can independently check if your suitcase has been found.

The registration number is a combination of a three-digit airport code, a two-digit airline code and a five-digit code for your baggage. For example, LEDLH15123 means that Lufthansa lost the bags at the St. Petersburg airport.

After receiving the registration number, you can leave the terminal. You just have to wait for your things to be found. By the way, the tear-off luggage tag remains in your hands. Be sure to save it. This will allow you to get a suitcase in the future.

The Lost & Found counter may offer you money to buy basic necessities. This is not the responsibility of the airline, but its goodwill.

Each carrier sets its own rules and amounts for such a situation. You can clarify the information both at the Lost & Found counter and on the airline's website.

If suddenly there is no payment, save all receipts from purchases of essentials. Then, on the airline's website, you can apply for compensation for this amount.

When will the luggage be returned

If your suitcases did not manage to transfer with you during the docking, they will be dropped off by the next plane performing a similar flight and delivered to your hotel free of charge.

Free delivery of delayed baggage is the responsibility of the airline.

WorldTracer tracks baggage for 100 days. After that, it is considered lost.

According to the legislation of the Russian Federation, Order of the Ministry of Transport of Russia dated June 28, 2007 No. 82, art. 154, baggage is considered delayed for 21 days. After that, he receives the status of the lost. On the 22nd day, you need to write a claim to the airline for compensation. The claim is written in free form, it can be submitted both in person at the airline's office and through the website. Do not forget to indicate your full name, contact information, attach copies of documents: baggage and boarding passes, baggage loss report, WorldTracer registration number.

What to do if your suitcase is damaged

The suitcase still flew with you, but it was clearly damaged during transportation: there are deep chips, broken wheels or a handle. In this case, the Lost & Found service staff will help you again. They must register the fact of damage to baggage and draw up a damage report in two copies, one of which will remain at the airport, and the other will be handed over to you.

Then find your airline representatives in the airport building. If you cannot find it yourself, contact the airport staff: they will prompt you.

You will need to fill out a claim form with the airline representative. In addition to the standard full name, mail address and phone and flight numbers, there must be a detailed description of the damage to the baggage and the amount for which you are claiming.

The check for the purchase of the suitcase will help to confirm this amount. A copy can be sent to the airline later.

The airline representative will make copies of your claim, boarding documents and the baggage damage report that the airport employee previously issued to you. Now you have to be patient and wait for a decision.

In the future, the airline may ask you to provide a receipt confirming payment for the repair of the suitcase or an act on the impossibility of repair. The act is written in free form, it can be issued by any workshop.

How much will be paid for lost or damaged baggage

The law doesn't care if your suitcase is lost or just damaged. The maximum amounts are the same.

Payments for international flights

More than 120 countries (including the Russian Federation) have joined the Montreal Convention for the Unification of Air Carriage Rules. The Convention for the Unification of Certain Rules for International Air Carriage, which determines the amount of compensation.

The amount of compensation is calculated in artificial means of payment - special drawing rights (SDR). Their rate is formed on the basis of a basket of five currencies: dollar, euro, yen, Chinese yuan and pound sterling - and changes daily. The cost of 1 SDR can be viewed on the website of the International Monetary Fund or use an online calculator.

In the event of loss, delay or damage to baggage, the airline is obliged to pay up to 1,000 SDRs.

The maximum you can get is about 83,000 rubles. It should be understood that the airline will try to reduce this amount as much as possible. The clause in the convention "up to 1,000 SDRs" gives her that right.

Domestic flight benefits

If the suitcase is lost or damaged during a flight within the Russian Federation, then here the amount of compensation is determined by the Air Code Air Code of the Russian Federation, art. 119. The amounts are already much more modest and depend on the weight of the lost suitcase. You will receive 600 rubles for each kilogram of luggage and up to 11,000 rubles for damage or loss of hand luggage.

Declared value baggage

The specified norms do not apply to baggage with a declared value. You can declare value on both international and domestic flights. You will have to pay for this (the amount of the fee is determined by each carrier independently). But if your bags are lost or damaged, you will receive the amount that you indicated during registration.

No airline will refund money for expensive equipment, jewelry or securities checked in. According to the rules of transportation, these things must be carried in hand luggage.

Tips for the future: things to do before departure

Suitcases hung with old tags look extremely romantic. But if you want to see the baggage on the tape, help the scanners and peel off the old barcodes.
Buy a luggage tag if your suitcase doesn't have a built-in one, and don't be too lazy to fill it out. This will significantly reduce the time spent searching for your baggage.
If you are flying to a business event, put a decent jacket and trousers in your carry-on luggage (Lifehacker has already written how to do this so that things do not wrinkle). Even if the suitcase is late, you will have spare clothes and you will not have to blush in front of your partners for your pajama look.
Take pictures of the things you put in your suitcase. This will speed up the compilation of an inventory of the missing property.
Make the suitcase more conspicuous so it doesn't get picked up from the tape by mistake. A bright belt or a special case will help you here.
Arrive at the airport early. This will save your efforts and nerves during check-in, and will give the loaders additional time if it suddenly turns out that your luggage was sent to the wrong plane.
When checking in for a flight, stick a baggage tag on the back of your ticket, if the airport employee has not done so before you.

Have you ever lost your luggage? How much did you manage to get? Or do you prefer to travel light and use carry-on luggage? Let us know in the comments!