Loss of baggage. What to do if you lost your baggage Baggage status

If luggage is lost at the airport, an unpleasant situation arises, the way out of which is difficult, but it exists. Anyone who travels frequently should know what to do if they lose their luggage. First you need to go to the counter, where bulky luggage is issued. Even if the suitcase is small, it could simply be transferred to this department by mistake. If there is no suitcase in the large section, then the airline has lost luggage. Each airport should have a counter to search for lost luggage and return the found. The first thing to do is to go there. Airport employees will give you a special act to fill out.

Lost luggage desk

It contains all the basic information:

• surname and name of the passenger;
• contacts by which the passenger can be contacted: telephone, e-mail, address;
• flight number and route;
• number of ticket;
• you need to describe the lost suitcase, you can choose the appropriate one from the provided pictures.
• it is advisable to describe the contents or indicate a few of the most remarkable things by which it will be easy to find the lost suitcase.

The act is filled in the language of the country of destination or in English. In total, 2 copies are filled out, one of which remains with the airline, and the other is given to the passenger. An application for a lost suitcase is registered in the system, and a serial number is assigned to it. By number, you can track the status of your lost luggage. After that, it remains only to wait for a message from the company that lost the luggage and is looking for it.

If the flight was carried out with the help of Aeroflot, you can contact its representative office at the airport.

It is also necessary to prove that the baggage contained essential items, for example, hygiene items. In this case, Aeroflot must issue money to buy the necessary things or a set of essential hygiene items.

If there is a loss of luggage at the airport, it is usually located within 1-3 days. The airline, which is to blame for the loss of baggage, must notify the passenger that the items were found and deliver them to the specified address. If the address was not specified, you will have to pick up your luggage at the nearest airport. In this case, the airline must compensate for transportation costs if there are appropriate receipts.

But it happens that the luggage is not at all. It is considered irretrievably lost after 3 weeks or 21 days. In such cases, the passenger is entitled to compensation, which is determined depending on the weight of the loss. Each case is considered individually. On average, the amount of compensation is calculated in the amount of $20 per 1 kg, but not more than $1500 in total. No matter how valuable things were in the luggage, more than $ 1,500 will not be paid.

Aeroflot calculates compensation at 600 rubles per 1 kg of lost baggage. If the weight of the suitcase is not known, compensation is automatically calculated at 35 kg of the default weight.

If there is a video recording at the airport that the luggage was taken from the conveyor belt by another passenger, then a police report will follow. Valuables and expensive equipment are best carried in hand luggage, but it is sometimes lost. If there is a loss of hand luggage, you should immediately contact the flight attendants, sometimes they shift the luggage to another compartment for security reasons. If the loss is discovered after getting off the plane, you need to contact the baggage tracing service and draw up an appropriate report. The service, in turn, will contact the crew of the aircraft or the airport from which the departure was made.

If it is proven that hand luggage was lost during the flight, the airline will refund $400, regardless of what was in the luggage. In Russian airlines, the amount of compensation for hand luggage is 11,000 rubles. If there are checks for the goods that were in the baggage, the airline must compensate for their cost or part of it.

Reasons for losing luggage at the airport

The main cause of baggage loss at the airport is the human factor. This happens if, for example, the loaders forgot to load the suitcase on the plane, or the wrong sticker is pasted, and the suitcase flew to Brazil instead of England. Things can be mistakenly taken by another passenger who has the same suitcase. Most often, luggage is lost if there are many transfers on the road. During the loading process, a sticker may come off, on which the flight and passenger data are indicated.

In order to avoid losing your luggage during the flight, you need to follow a few rules:

1. It is better to choose a suitcase of bright and catchy colors to make it easier to find it. You can attach some bright accessory, sticker or ribbon to it. It is advisable to take a picture of the luggage so that it is easier to find it in case of loss.
2. If there are old tags from previous flights on the body of the suitcase, it is better to remove them, otherwise the scanner at the distribution may send the baggage to the wrong place.
3. It is advisable to attach a tag with the contact information of the owner to the bag or suitcase.
4. It is better to come to check-in in advance, so there is less risk of losing luggage in a hurry.
5. It is necessary to carefully monitor that the tag is glued with high quality and does not fall off during the loading and unloading process. The passenger must have a copy of it.
6. When flying with many transfers, you should definitely ask the airline if you need to receive and check in baggage again.
7. If you are transporting expensive and valuable things, it is better to insure your luggage. Then, in case of loss, you can count on compensation.
8. It is advisable to pack the suitcase in polyethylene to protect it from damage and opening.
9. For a fee, you can check in luggage with the announcement of its value.

If possible, it is better to choose non-stop flights, during which baggage is most often lost.

Lost baggage is an unpleasant and troublesome thing.

After all, instead of going from the airport or airport (Sheremetyevo) on your own business, you will have to deal with the registration of the procedure for searching for lost things.

Aeroflot Lost Luggage?

Consider an example, search for property at Sheremetyevo when flying with Aeroflot or any other .

Step one. Search desk.

Once your hopes of seeing your things on the conveyor belt have been dashed, look in the arrivals area for this special counter (office) of "lost luggage".

In English, it is called "Lost & Found" (found and lost luggage).

There you will formulate your problem, and they will give you a form to fill out.

And this is what it might look like

If there is no such counter at the airport, then look for the representative office of the airline you flew.
If not, then contact office of the company - the national carrier of the country in which they arrived.

The time of day when this happens does not matter - The office must be open 24/7.

Attention! Do not leave the arrivals terminal until you make the necessary call and statement.

Submit a written claim to the carrier immediately, as soon as the loss was discovered. In case of damage to property - no later than 7 days after receiving it.

Step two. Filling out the act of search (Property Irregularity Report (PIR).

There you indicate what the lost bag looks like, its special signs. Well, if it had a name tag on it, and you were not too lazy to fill it out before the flight.

This act is completed in duplicate. One will be handed over, and the other will go to the management to figure out whose fault the airline lost and now it will look for it.

If do not know the language of the country, in which they arrived, then the act is completed in English.

To make it easier to navigate the act already indicates the main colors and size categories of suitcases.

All you need is select data relevant to your loss.

You will also need to describe in detail the contents of the bag and the approximate value of the items in it.

Important: You will definitely be asked tear-off baggage ticket, the one that is usually glued on the boarding pass of the ticket or on the cover of the passport.

Treat it kindly and keep until you receive your items safe and sound.

To complete the act, you will also need passport and flight number.

To keep abreast of how the search is going, you need take a contact phone number at the Lost&Found counter. This service has its own website www.worldtracer.aero. With it, you can also follow the search for loss.

Similarly, Aeroflot makes a search.

When the bag is found, her will be delivered free of charge to the address you specify.

If you lost the airport

The algorithm of actions is the same as if the things were lost by the carrier (Aeroflot or another company). You need to contact your local authority. If it is not at the airport, then - to the airport administration.

By the way, if the suitcase is not found on the transport belt, whoever is to blame for the loss - the air carrier or the airport - The search will be carried out by the carrier company.

Important: The airport is not responsible for your property.

Its transportation and safety is the concern of the carrier.

In other words, Aeroflot will look for lost property if it carried out your flight.

Why is luggage missing?

3 main reasons:

As we see, in all cases it is to blame human factor.

It leads, in particular, to the fact that from the bag luggage labels are falling off and peeling off, which contain information about the flight and the owner of the things.

Not so bad when this important piece of paper leaves the bag at the airport of arrival or departure. Much worse if the bag became nameless during the transplant. By the way, it is during connecting flights that baggage losses are most frequent.

If during check-in for a flight you were entrusted with attaching a baggage tag yourself, then treat this task as responsibly as possible. The fate of your property depends on this piece of paper.

But in most cases the tag hangs registration specialist. He usually does it well and quickly.

Fact: The leading airlines in baggage loss are Lufthansa, AirFrance and British Airways.

They lead the international baggage anti-rating. They should learn organization in this matter from Israeli company "El Al"

She has only nine baggage problems per thousand passengers.

If passes 3 weeks, and things and the owner never met, the airline compensates the owner for the loss.

What is the amount of compensation from air carriers?

The general world practice is as follows - 20 dollars (19 euros) per kilogram of the weight of a lost suitcase (600 rubles per 1 kg in Russia). The weight is taken as indicated in the baggage ticket.

By the way, this is another argument in favor of its careful preservation.

If, suddenly, it turned out that the weight of the loss is not exactly known, then a certain average value is taken - 35 kg.

If if hand luggage is lost, then 400 dollars are paid by foreign carriers and 11 thousand rubles by Russian ones.

But this only applies to cases where hand luggage lost in the cabin.

Airlines of countries acceded to the Montreal Agreement, compensate their passengers, when loss, damage to property, 1134 euros.

Important: The air carrier is completely not interested in the value of things in your bag.

That's why you don't have to put expensive electronics and jewelry.

Their cost no one will compensate in case of loss.

If receipts for the goods lying inside are preserved, then part of the, and maybe even their full cost.

If fly far and with transfers, that is the meaning insure the bag. In this case, with her loss, the refund amount will be higher.

Fact: Some airlines provide some compensation for expenses for the purchase of essentials (toothbrush, razor ...), while the suitcase is wanted.

They won't give much 50 dollars - and they can not with money, but with a voucher. And not immediately, but after you buy these necessary things and show the receipt.

The check must have a date - no later than the 1st day from the drawing up of the act of loss. If you buy clothes, you will only get 50% of the cost back.

As for baggage delays in Russia, then here we are guided by article No. 120 source "Air Code of the Russian Federation" dated 03/19/1997 N 60-FZ, which gives the passenger the opportunity to receive compensation in the form of a fine of 25% of the minimum amount of labor (100 rubles) for each hour of delay and a maximum of 50 % of the freight charge.

The Path of the Nameless Suitcase

Bag "without clan and tribe" sent to the Lost & Found service.

There she will patiently wait for his master to appear.

There is also a worldwide automated baggage search system - "World Tracer".

Many major international airlines are connected to this system.

The common databank allows matching between lost claims and notices of orphan finds.

Fact: General statistics show that Items are usually found within 5 days of being reported missing.

And yet, for one a year in the world airlines lost 25 million (!) suitcases and bags, 850 of them were never found.

Through one hundred days after unsuccessful searches, property declared permanently lost. It gets "stigma" unclaimed. And that could be the verdict it will be destroyed, and it may become a second life - it will go up for auction.

Fact: The airline is required to store unclaimed baggage for two years.
In Sheremetyevo, it is stored for six months.

Cat in a bag

Such auctions are gaining popularity in the West, in the USA. For Russia, this is still an unknown entertainment.
Property that is listed as unclaimed is put up for auction.

Those who participate in these auctions have a real chance to buy sports equipment, mobile phones, gloves, umbrellas, suitcases very cheaply ...

Interestingly, some airlines sell suitcases closed.

And no one knows what's in them. Buying a "pig in a poke" is a special kind of entertainment. You can bargain and end up with worn out dirty things, or you can get a designer exclusive with labels- if we get lucky.

Options for baggage troubles

What to do?

Return this suitcase as soon as possible to the representative office of the airline you were flying with.

1. Fill out the card with personal data, attach it to the bag.
2. Choose non-stop flights whenever possible.
3. Do not put valuables in your suitcase.
4. Get insurance.
5. Remove the tags from previous flights from the suitcase.
6. Pack your suitcase at the airport in plastic wrap. It will protect it from damage, bad weather, from opening.

Useful video

Video about the loss of luggage and what to do immediately after the discovery of the loss:

Now you have clear instructions how to act when lost luggage, we hope that our advice will never be useful to you and things will always be intact!

Those agonizing moments of waiting. Everyone has already dispersed, and you are standing and peering into the blackness. Into the blackness of the rubber bands from which your luggage should appear. The thought flashes through my head: “Loss of luggage at the airport. How to live with it? But half an hour has already passed and it seems that even if you are just here for ages, nothing will change. What to do if luggage is lost and where to run if you are the owner of that very lost luggage?

How to check in luggage correctly

You have arrived at the airport and the first thing you need to do is find out where your check-in counter is. This can be seen on a large electronic scoreboard at the airport. When you get to the counter, you can check in your luggage. On any flights, the weight of baggage is governed by general rules. There are exceptions, so it is best to check with the airline for baggage allowance.

Overload is charged separately. If you are bringing fragile items, you can ask for a “Fragile” tag at the front desk. Regarding sports equipment and musical instruments, baby strollers: you can take them into the cabin or check them in baggage in excess of the established norm.

Also, initially try to buy a suitcase of an unusual color in order to immediately recognize it on the issuance belt and so that there is no loss of luggage at the airport. Or you can attach a ribbon or some recognizable detail to the suitcase. It is possible to provide a suitcase with a card with your personal data. If your luggage is lost at the airport, it will be easier to find it. After registering at the counter, the suitcase will float far away, and you will meet it only upon receipt.

Flights with transfers

Proper check-in of baggage is very important when flying with transfers. If connecting flights is not an independent matter, but simply tickets were bought for a route with transfers, then there is nothing to worry about. At the check-in desk, simply remind the airport staff that your flight has multiple connections and that you are worried about the loss of your luggage by the airline. Baggage in this case is transferred automatically.

There may be exceptions. The likelihood of losing luggage at the airport increases if:

1. The airport does not provide direct transfers between flights of the same airline. Baggage will have to be collected and checked in at the transfer baggage site.
2. There is no agreement between partner airlines. You will be warned about this at the check-in desk and at the docking point you will have to check in and receive your luggage again.
3. If there is an agreement between the countries of travel on the declaration of prohibited items. Baggage is received at the transit point, and checked in at the transfer baggage counter. If this is not done, then the loss of luggage at the airport will be your fault.

Loss of luggage at the airport can happen if you have two different tickets for different flights. You will collect your luggage at the airport of arrival and will recheck it in and check it in for your next flight. Please do not forget to do this, otherwise you yourself will become the cause of the loss of baggage by the airline.

Baggage collection at the airport

You will pick up your luggage at the baggage carousel. The tape number lights up on a special board, just like your flight number before the flight. Go to her and calmly wait until he leaves to meet you with open arms.

The worst thing: the airline lost luggage - what to do

What to do? And how to find lost luggage? For starters, don't panic. Airline baggage loss is not the end of the world. Calmly go to the counter with the inscription “Lost & Found” and draw up a report on the loss of luggage. The application will need to indicate passport data, which airline lost the luggage, data from the luggage tag (it is attached to your ticket) and describe the suitcase. How to find lost luggage if you don’t see such a rack around? Contact the representative of the airport or the employees of the air carrier and write a claim that the airline has lost luggage. Based on your application, a luggage search will be organized.

How to find lost luggage will be prompted by the data of the international World Tracer system. Your belongings will be searched by tag numbers and among luggage that has not been picked up at other airports.

If they can't find it that way, they will look for it according to your description. Search will be 21 days. When it is found, it will be sent to the nearest airport to you. Some air carriers are ready to deliver luggage to your address, but for this you need to write a letter with a request. Until then, the baggage will be with the carrier.

Lost luggage compensation

All the tears have been shed, and yet the airline has lost luggage. And 21 days have passed, and the letter with the request to the airline has gone. It's time to claim compensation for lost luggage.

Usually the loss of baggage by the airline is the fault of the sorters at the airport. Each kilogram of baggage is paid in the amount of 600 rubles in the territory of the Russian Federation. In the west, in case of lost baggage, the airline pays about $20 per kilogram of lost cargo. The amount of compensation for lost luggage can be fixed. If you are carrying valuable equipment, jewelry, or just expensive things, then it is better to declare them and pay a fee. In this case, if the baggage is lost, then at least with the help of compensation for the lost baggage you will return all the money to yourself.

By the way, some airlines offer compensation for lost baggage and compensation for waiting for cargo. What should I do if my luggage is lost and there are no things at all? Check with the airline if they don't give out small sets of luggageless passengers: socks, toothbrushes, toothpaste, razor, soap.

Sometimes, if the airline has lost luggage, the purchase of essentials is paid. But not more than $250. You can file a complaint against the airline for lost baggage within 18 months from the date of loss. If the airline does not respond in any way and does not want to pay compensation for the lost baggage, then you have the right to go to court. A claim that baggage is lost at the airport can be submitted to the airline within two years. The claim must be accompanied by all original documents that confirm that the baggage was lost at the airport and you are entitled to a refund, an itinerary receipt, a baggage receipt, a tag and other documents that can expedite the consideration of your claim.

• To prevent your baggage from being lost, do not leave tags from previous flights on it.
• The chance that your luggage will be lost increases if you make several flights on the same day.
• If you are a transfer passenger, please remind us of this when checking in for your second flight and show the baggage tags issued to you.

Finally: 90% of passengers who lost their luggage find it in just two days.

09.08.2018, 08:02 31496

Nightmare: upon arrival at the airport, you are horrified to find that your luggage is not there. We assure you, there is no need to panic in this case. We wrote in detail about that, so we will not dwell on this moment. But we will tell you about the new online baggage tracking service. Fortunately, such a service has appeared, which has added convenience and peace of mind to passengers. International search system World Tracer

World Tracer is the world's only dedicated baggage tracking and tracing system developed by SITA IT company.

How the search engine works

If you have not received your baggage upon arrival at the airport, you will need to fill out a special Property Irregularity Report (PIR) form. Here you will need to specify:

• passenger data
• flight data
• describe the baggage in detail (appearance: color, shape, size, distinctive features, etc.).

Responsible airline employees enter this data into the World Tracer search system, and they enter a single database. At airports using this system (there are about 3 thousand of them), information about unclaimed baggage is compared. If the data of the lost and found luggage match, it is sent to the owner at the specified temporary address of his location or at the address of his permanent residence.

Where to apply to fill in the act of delay / loss of baggage

To fill out a lost baggage report you need to go to the Lost & Found counter. It is available at almost every airport and is located in the baggage claim hall or right next to the exit from it.

If this is a small, regional airport, then there may not be such a counter, in this case about contact an airline representative which you flew or to the airport authority.

Attention! This must be done before you leave the terminal or airport.

You can track your baggage on the airline's website. Find a special form there and enter into it:

1. Surname,
2. A ten-digit identification number in the format AABBXXXXX, where AAA is the airport code, BB is the airline code, and XXXXX is the 5-digit tracking number. For example: ATLXS12155.

After entering the data, the current location of your things and the estimated time of their arrival will be displayed.

The system tracks baggage for 100 days, after this period it can be considered irretrievably lost.

For reference

Baggage is considered lost if it is not delivered within 21 days after arrival. Until that time, he is considered detained. .