After the shock photos showing mountains of luggage piled up at London’s Heathrow Airport last month, you’d be forgiven for worrying about the likelihood of losing your own suitcase on your next trip.
Personally, I very nearly experienced that sinking feeling while waiting close to two hours for my own bag at Sydney International Airport after returning from overseas just last week – though luckily a few more containers were located and, with that, also my suitcase.
Even before the pandemic, lost luggage was already the second most common travel mishap Aussies had to deal with, according to a survey by Finder.
“Lost luggage is the last thing you want to happen when you’re on holiday,” James Martin, Finder travel insurance expert, tells 9Honey.
So what should you do if the carousel stops spinning and you still haven’t received your bags? Here, we break it down.
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Before you travel
“Rest assured, there are things you can do to increase your chances of finding your belongings, or receiving compensation for a complete loss,” Martin explains, saying it’s important to put in place some measures to protect yourself if the worst happens.
“Before you jet off, make sure your luggage is clearly labelled with your name and contact details safely inside.
“If you can, keep laptops/tablets or other valuables like jewellery in your carry on.”
And of course, buy travel insurance. Plus, there are a few handy hacks others have shared online, one of which Martin also recommends.
“Consider additional measures such as an [Apple] Airtag or tile – that way, if your bag does go missing, you’ll be able to track its location on your phone.”
1. File a report
If your bags don’t make it to the luggage carousel at your destination, the first thing you should do is complete a Property Irregularity Report (PIR) directly with the airline you flew in on, Martin explains.
“If you had flights on multiple airlines, you’ll need to lodge the PIR with the airline that you last flew on.
“Be sure to include as much information about your luggage as possible. Noting the approximate size, brand, colour, and any identifying marks such as baggage tags or ribbons will help to improve your chances of getting it back.
“Your PIR report will have a reference number that you can use to track the status of your luggage once it’s been located.
“It is the airline’s responsibility to compensate you for buying necessities until you are reunited with your belongings, such as a toothbrush, underwear and socks.”
While your luggage is delayed, it remains the airline’s responsibility to locate it and deliver it to you. Unless maybe you feel like taking matters into your own hands like this Irish gentleman, who actually bought another plane ticket to keep searching for his family’s luggage at the airport.
2. Delayed vs lost luggage
Once you’ve left the airport, the only thing you can do is hope that your lost luggage will turn up and keep checking in with the airline.
Some airlines will give you a tracking number that you can use to keep an eye on any progress online. With others, you may need to make a few phone calls.
Best case scenario, you’ll find out your luggage has been held up and your airline should make arrangements to get your belongings back to you as soon as possible. Most airlines will organise a courier to deliver your luggage to your accommodation.
Officially, you’ll need to wait three weeks or 21 days for the status of your baggage to change from ‘delayed’ to ‘lost’, before you can take any other action.
3. Claim compensation from your airline
If the airline can’t locate your belongings in that three week period, you’ll be able to receive compensation for your loss, Finder explains.
For domestic travel in Australia:
Airlines must compensate you for lost luggage under the Civil Aviation (Carriers’ Liability) Act 1959 or complementary state legislation. Airline liability for loss or damage is limited to $1,600 per passenger for checked luggage and $160 per passenger for your carry-on.
For international travel:
Airlines are governed by two international treaties: the Warsaw Convention of 1929 and the Montreal Convention of 1999:
Where the Montreal Convention applies, airlines are liable for up to 1,131 Special Drawing Rights (SDRs) per passenger – a form of international money, created by the International Monetary Fund, equivalent to approximately $1,735. That’s the total amount you could receive for both checked and carry-on baggage.
Under the Warsaw Convention for international travel, airlines are liable for up to 250 francs (about AUD$30) for each kilo of your checked baggage or 5,000 francs (about AUD$600) for your carry-on baggage.
READ MORE: Awkward moment passenger tries to beat baggage rules at airport
4. Lodge a travel insurance claim
While you’ll receive some money from the airlines as mentioned above, often the actual value of the missing belongings can add up to much more.
If there’s a shortfall between what the airline pays you and that value, that’s when you can lodge a claim for the difference with your travel insurance.
“If you’re bringing things of high value, make sure to take out a travel insurance policy that will cover the value of your item. You can usually pay a bit extra to cover those valuables” Martin points out.
What happens to lost luggage at airports?
Airlines usually give themselves a maximum of 90 days to find the owner of lost luggage before auctioning it off to the highest bidder or donating the contents to charity.
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