Airlines fail to compensate passengers for lost luggage
19.03.09
Airlines are not compensating passengers properly for lost or delayed luggage, according to a report released today by the Air Transport Users Council (AUC). It says the Montreal Convention, which came into force in 2004, has failed to make a difference to the way airlines compensate passengers.
An AUC report states: ‘On the basis of over 2,000 written complaints about baggage since 2004, the Montreal Convention appears not to have brought about the benefits to passengers that we had hoped for. Complaints to the AUC suggest that, even after the coming into force of the Montreal Convention, settlements from airlines continue to not meet the claim made by the passenger.’
The AUC said airlines often act like insurers when dealing with baggage claims about lost or damaged bags. It adds: ‘We think this is inappropriate; airlines, unlike insurance companies, are responsible for the bag being mishandled. They should not expect passengers to keep receipts for all items in their bag as proof of ownership - this is not practical. And they need to remember that by taking account of depreciation they will not cover the costs to passengers of buying a new item as a replacement.'
‘With delayed baggage, we want airlines to commit to reimbursing passengers for reasonable (and practical) expenses for replacement items purchased whilst they are without their bag.’
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