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Air France Complaint - Lost luggage
Complaint
119, AVENUE DES CHAMPS-ÉLYSéES -- I flew to Barcelona via Paris CDG on the 25 Dec 2010, my suitcase never made it to Barcelona. I reported and received a PIR (BCNAF55355) and was informed that it would be delivered to my destination by 1300hrs on the 26 Dec 2010. It never arrived! I rang Barcelona airport on 28 Dec 2010 and they confirmed that they had the suitcase, is still did not arrive during my holiday.
I returned to Barcelona airport on the 04 Jan 2011 and spoke to the lost luggage counter. I was told that "yes, we have your case, then, no we have not got you case, yes we have, and finally, no we have not got your case!" This was within the space of LESS than 5 minutes!
I returned to the UK and over the 5 months, I have rang, faxed & emailed Air France and received NO replies! After my first call to Air France I send a fax informing Air France what was in my suitcase, to help find it.
I spoke to the Air France desk in Aberdeen airport during the week 31 Jan - 04 Feb 2011 and was informed that comments had been entered on my file, so I can only assume that they are my fax, email & phone calls for requested updates on my suitcase.
The main items, not including my everyday clothes etc, are skydiving clothing & equipment which consists of a helmet, jumpsuit, altimeter & gloves. To replace these alone will cost me about £1000.00. I had to borrow equipment in Spain, commercial DZ. Normally I would have to hire the missing items but because I am a regular jumper at the DZ, people lent me the items I required. How can you repay kindness?
I was informed on a call to an Air France baggage helpdesk number during the last 2 weeks in February 2011 that I was entitled to compensation, as Air France had not located my baggage within 3 weeks. What happened to Air France informing me when the 3 week period expired, which would mean I should of received a letter from Air France informing me of the fact that I’m entitled to compensation BY THE END OF JANUARY 2011.
I have received a goodwill gesture of £344, took them about 3 months to receive it and recently been informed by e-mail, that they have LOST my suitcase. Big difference between £1200+ and £344!!!!!!!!!!!
I returned to Barcelona airport on the 04 Jan 2011 and spoke to the lost luggage counter. I was told that "yes, we have your case, then, no we have not got you case, yes we have, and finally, no we have not got your case!" This was within the space of LESS than 5 minutes!
I returned to the UK and over the 5 months, I have rang, faxed & emailed Air France and received NO replies! After my first call to Air France I send a fax informing Air France what was in my suitcase, to help find it.
I spoke to the Air France desk in Aberdeen airport during the week 31 Jan - 04 Feb 2011 and was informed that comments had been entered on my file, so I can only assume that they are my fax, email & phone calls for requested updates on my suitcase.
The main items, not including my everyday clothes etc, are skydiving clothing & equipment which consists of a helmet, jumpsuit, altimeter & gloves. To replace these alone will cost me about £1000.00. I had to borrow equipment in Spain, commercial DZ. Normally I would have to hire the missing items but because I am a regular jumper at the DZ, people lent me the items I required. How can you repay kindness?
I was informed on a call to an Air France baggage helpdesk number during the last 2 weeks in February 2011 that I was entitled to compensation, as Air France had not located my baggage within 3 weeks. What happened to Air France informing me when the 3 week period expired, which would mean I should of received a letter from Air France informing me of the fact that I’m entitled to compensation BY THE END OF JANUARY 2011.
I have received a goodwill gesture of £344, took them about 3 months to receive it and recently been informed by e-mail, that they have LOST my suitcase. Big difference between £1200+ and £344!!!!!!!!!!!
Comments:
Posted by trmn8r on 2011-06-13:
I think the main problem here may be agreeing on a value for your lost goods.
Airlines compensate you the depreciated value, not the cost to replace. Thus, a $400 suit may only be reimbursed $150.
Airlines compensate you the depreciated value, not the cost to replace. Thus, a $400 suit may only be reimbursed $150.
Posted by James_236 on 2011-06-13:
The European Court of Justice held in the case of Walz v Clickair SA on 6th May 2010 that the limit of compensation for lost luggage in international flights beginning or ending in the EU is 1100 euros which is about £960. You don't even have to go to Court, now that this has been established. In every EU country there is a Commission that looks after passenger complaints against airlines and you just fill out a form and file your complaint. There is no "goodwill" about £344
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