Lost Luggage - How to claim for essential items

Dinky22

My friend flew to Bali on a thru ticket Singapore airlines & Silk airlines(sister airline to Singapore airlines) from Amsterdam to Bali and is now 8 days without her bag.Everything she needed is in her bag-there is no sign of bag & they cannot trace it. Numerous tel calls made & e-mails have been sent to Lost & found in Amsterdam, Singapore & Bali. They have full details & photo of bag.Her holiday is ruined without her luggage. She has to make purchases while in Bali but there is absolutely NOBODY to contact to know how to claim with receipts for these purchases made due to bag gone missing. There is a form for bag lost but no form for allowing purchases of necessities while waiting for bag.A full Property Irrigularity Report was filled out at the airport when bag did not arrive.Would anybody know who to contact about their policy regarding essential purchases made while waiting?. Tel numbers are just for Reservations or Lost & found. Many thanks - maybe there is some expert out there.:eek:

Gatica

Did she purchase travel insurance before going? They often cover such instances especially if bag is over 24 hours late.

Dinky22

Yes VHI Multitravel - but they are quite definite that as the bag was checked in with airline and she never saw bag again after this that it is totally the responsibility of the airline.

smurfjed

Find out what type of credit card they have, some allow you to buy immediately needed items up to a specific value.

Dinky22

She has sent e-mails and tried ringing everybody - she cannot get any information on how to claim for expenses which she has to make due to all her stuff which is in her bag. She is keeping her receipts but she cannot get any information on who she will give them to or at this late stage when she leaves on Saturday - She has no address of who to send them to. Her bag has not been found to-date and its now day 12 over there. Holiday ruined - no information.:eek:

Mrs OBumble

She will most likely need to submit the expenses claim to the airline once she returns home - do not expect to receive compensation before coming home.

That's certainly how it worked when something similar happened to me some years ago. I was lucky enough that my bag turned up on day 6 - but by then I'd purchased replacements for many items.

I am extremely surprised to hear that it's not covered by her travel insurance.

Dinky22

When you submitted your expenses claim to the airline - was it by sending a letter (don't know of any form) with the receipts?. Also, she has the major problem of not being able to get correct information of the address of where to send her receipts to.

Yes, as regards VHI Multitravel insurance I was also very surprised when they were quite definite that as she had checked in her bag with the airline and never saw the bag after that that is was the full responsibility of the airline not the VHI.

coylemj

Dinky22 wrote: »

Yes, as regards VHI Multitravel insurance I was also very surprised when they were quite definite that as she had checked in her bag with the airline and never saw the bag after that that is was the full responsibility of the airline not the VHI.

That's complete BS. Your friend's travel insurance most likely covers lost baggage and there should be a schedule in the policy document stating how much she can spend based on time without her bag e.g. after 12 hours she can spend $xx on essential toiletries and clothing, after 24 hours another $yy and so on up to the maximum coverage she has paid for. To fob her off and tell her it's the airline's problem is nonsense.

Found this in the VHI Multi-trip document ...

If Your luggage is certified by the Carrier to have been lost or misplaced on the outward journey of a Trip for a period in excess of 12 hours but less than 48 hours, then You can claim an amount of €75 (or over 48 hours €150) per Insured Person for the purchase of essential items per incident. You must provide receipts.

Click on this link for the current rules and conditions ....

https://www.vhi.ie/downloads/terms-and-conditions/TRVINDLWRL

Note this statement in Section 1 'Personal Assistance Services' ..........

If Your luggage is lost or misdirected in transit and the Carrier has failed to resolve the problem, We will help with tracing and redelivering
the luggage. You will need to have Your luggage tag number available.

Dinky22

Thanks Coylemj I agree - BUT I rang VHI multitravel now - There were most unhelpful. Firstly, as I did not have the policy number the guy there would only speak to me in general terms - he again told me QUITE DEFINITELY that if a bag is checked in with an airline and one never sees the bag again that it is totally the response of the airline. He said that if the bag was taken off the plane by the passenger that would be different. I could get NOWHERE WITH HIM.

I said I would help but we cannot find out (1) Address to send receipts for items bought that she had in her bag. (2) Address to send Baggage claim form to. After numerous attempts she got an e-mailed Baggage Claim form from Jakarta with no address. Imagine sending on one's ticket, baggage tag etc to some place in Jakarta and never to hear again. She flew Singapore Airlines Amsterdam to Singapore and Silk Airlines(sister airline) Singapore to Bali. Phone calls costing a fortune and they just say they are "Reservations" or "Lost Luggage" and nobody will take take responsibility - or give addresses.:eek:

smurfjed

he again told me QUITE DEFINITELY that if a bag is checked in with an airline and one never sees the bag again that it is totally the response of the airline. He said that if the bag was taken off the plane by the passenger that would be different.

This is totally ridiculous as they are treating a lost bag differently to a stolen bag. As per the terms shown above by coylemj, the passenger is permitted to purchase emergency items up to a cost of 75 euros with receipts. She is in Bali, all that she needs is a bikini and a sarong:)

coylemj

Dinky22 wrote: »

Thanks Coylemj I agree - BUT I rang VHI multitravel now - There were most unhelpful. Firstly, as I did not have the policy number the guy there would only speak to me in general terms - he again told me QUITE DEFINITELY that if a bag is checked in with an airline and one never sees the bag again that it is totally the response of the airline. He said that if the bag was taken off the plane by the passenger that would be different. I could get NOWHERE WITH HIM.

You need to contact them with your friend's policy details and her luggage tag number and then remind them of this clause in 'Section 12 Personal Luggage' in their policy document, link provided above .....

If, in the course of a Trip, Your Personal Luggage is damaged, stolen, destroyed or lost (and not recovered), we will cover You up to an
overall maximum of €1,500 per Insured Person in total under this Policy.

and this piece under Section 1b 'Tracing Lost Luggage' ...

If Your luggage is lost or misdirected in transit and the Carrier has failed to resolve the problem, We will help with tracing and redelivering
the luggage. You will need to have Your luggage tag number available.

For them to say that it's the 'airlines' responsibility' is rubbish, the airline's responsibility/liability is severely limited thanks to the Montreal Convention - one of the reasons why you need travel insurance!

Dinky22

Thank very much Coylemj. You have a great approach. I will try again but I doubt I will get any satisfaction - the guy said something about, I think, the freedom of information act. Must get a train now so will not be online until tomorrow night.

Wish we could get info on where to get corrrect addresses of airlines also - it was booked on internet. Everything for scuba diving & snorkelling etc etc was in bag. It wasn't just a sun holiday. thanks Coylemj

smurfjed

Everything for scuba diving

I assume that she also has DAN Divers insurance or similar, so you could check that coverage as well.

Dinky22

Smurfjed - No she doesn't have any other insurance except for VHIMulti.

Dinky22

Coylemj - Thanks for all your info. I rang VHIMulti insurance but they would not discuss the matter any further with me - eventhough I had the policy # etc. I have all the details you posted & will get my friend to ring next week.Could you give advice on the following Coylemj. After numerous phone calls & e-mails my friend got an e-mail from Jakarta to-day - they said that Silk Airlines (sister of Singapore airlines) e-mailed them and "authorized them" to give IDR500.000 compensation (the equivalent of 32 euro) as they had already given IDR500.000 (32 euro) when the Property Irrigularity Report was filled out at airport. (1) they refuse to supply any address (2) if my friend accepted the IDR500.000 it would be of no value-their money would be worthless here.(3)There is not even an indication as to how the money would be received. She is leaving Bali in 2 days & they are 7hrs ahead of us.What would you do in these circumstances.The whole holiday has been without luggage that was essential & was totally spoiled & very upsetting.Can you advise PLEASE - What would YOU DO?!!!!

coylemj

I think your friend has been going about this situation in the wrong way. Unless there's a medical emergency, you really won't get anywhere with your travel insurance company until you come home and submit a claim for whatever loss you've suffered. When her bag(s) failed to show up, she should have gone out and spent the money outlined in the VHI policy document, keeping any receipts to claim when she got home. In almost all situations, if your bag isn't retrieved and delivered to you within 48 hours, it's probably never going to turn up. The simple reason for this is that the luggage tag is a unique identifier so if the bag had showed at some (wrong) airport, the local people would have scanned the tag and discovered that it was reported missing and it would have been forwarded to the address your friend gave when she reported it missing. The fact that this has not happened means that the bag was probably stolen somewhere along the line. So continuously phoning them is a waste of time, it's either going to show up or it won't and phoning them will achieve nothing.

I understand that she felt helpless so far away from home with her bag(s) missing but insurance companies are not going to wire someone money just because they phone up and say they are all at sea - even the Dept of Foreign Affairs won't, someone local (here in Ireland) has to give them the money first, then they will help someone abroad with cash. An insurance company here will do nothing for you when you are abroad unless you need immediate medical assistance.

The kind of money the airline is offering sounds like the max. covered by the Montreal Convention, I believe IDR is a pseudo currency defined by the IMF and it probably gets converted to the local currency when it's being offered as compensation, she might as well take it and spend it in the duty free on the way home and tell her to keep her copy of the lost bag report she submitted.

I'll be offline for the next few days so I hope if you have any other queries that other posters can help out.

Dinky22

Thanks Coylemj for your reply. Should she fill out the Baggage Claim form that came from Jakarta - They actually sent it again awhile ago. No address just e-mail - yet the form says they need receipts etc. she could not deal with that until she get home - they know that. Also, it could not be a double claim with airline and VHI multitravel (who say they are not responsible). So there is the (1) Claim for expenses having to be made during 2 week holiday (2) Lost Baggage Claim.

Dinky22

Sorry Coylem I didn't see that your would be offline for the next few day. thanks for everything.

Could any other posters give advice. Would she be better not accepting the IDR500.000 from the airline but deal with VHIMulti travel when she comes home and see if they will cover receipts for expenses - or does it matter?.Also, if she fills out the Airline's Lost Baggage Form - would that weaken her case with VHIMulti travel - in case they change their mind. Or is she obliged to fill out the Airline Lost Baggage Form?. Any advice from experienced travels would be really appreciated. Many thanks

smurfjed

Firstly she is extremely stupid to have gone scuba diving without adequate insurance in Asia, so the first thing that you should do is introduce your friend to Divers Alert Network (DAN). The costs associated with her baggage are nothing compared to having to hire a decompression chamber, or to be airlifted home.

IDR is the Indonesian Currency and not IMF Drawing rights, so the airline was offering her spending money. It may not sound a lot but considering that Silkway are a regional airline its probably inline with that area and not longhaul.

She has to complete the airline form as that is the only legal reference that she will have for the bag loss.

I hope that she managed to enjoy at least some of the visit to Bali.

Dinky22

Smurfjed - I will certainly tell her about Divers Alert Network for future. If she fills out the Airline Lost Baggage Claim Form & e-mails it to Jakarta - and then fills out VHIMulti Travel Claim that would be like claiming twice. Both looking for original documents. What should she do? - thanks

dee_mc

Not sure if this helps but from reading what coylemj quoted in post 11 on this thread, it sounds like VHI Multitravel only give monetary compensation if the person themselves loses their bag at some point on the trip - in the case of luggage lost in transit, it only says 'we will help with tracing and redelivering the luggage'.
Is it possible that your friend just assumed this insurance would cover her in the instance of the airline losing her bag?

smurfjed

What is Covered 1. We will pay You up to the amount shown in the Policy Schedule for the accidental loss of, theft of or damage to Baggage. The amount payable will be the value at today s prices less a deduction for wear tear and depreciation, (or We may at Our option replace, reinstate or repair the lost or damaged Baggage). The maximum We will pay for any Single Item, and in total for Valuables is as shown in the Policy Schedule. 2. We will also pay You up to the amounts shown in the Policy Schedule for: a) Delayed Baggage The emergency replacement of clothing, medication and toiletries if the Baggage is temporarily lost in transit during the outward journey and not returned to You within 12 hours, provided written confirmation is obtained and sent to Us from the carrier, confirming the number of hours the Baggage was delayed. Payment is subject to original receipts for emergency items being submitted. Payment of the relevant benefit is subject to receipts for emergency items being submitted. If the loss is permanent the amount paid will be deducted from the final amount to be paid under this section.

12.Cover for temporary or permanent loss of baggage for which You have received full compensation from someone else. Any partial compensation from another source will be deducted from the final amount payable under this section.

The above is from my MultiTrip policy (Not VHI).

To me this sounds as if they want you to claim from the airline, then they will deduct that amount from the final amount payable.

Depending on her policy she might be entitled up to 1200/5000 euros for her baggage, but quite honestly who travels with 5000 euros of baggage or more importantly has teh receipts to prove it.

As this stage she should enjoy her last days and come home, then discuss the subject with VHI/MultiTrip, I have had reason to seek repayment for a cancelled Scuba diving boat trip, once they received all the required paperwork, they reimbursed close to 3000 euros.

Dinky22

Hi dee_mc - she never had a problem with insurance or airline claims before and just carried on paying for VHIMulti Travel Insurance - Everything seems so great on the brochure. What you are saying is what the guy told me when I rang - that they only covered bag if it was "stolen".

Dinky22

Smurfjed you have gone to a lot of trouble and I appreciate it very much. So she will follow your advice and e-mail the Baggage claim form to Jakarta (there is no address) when she gets home - I doubt that she will have many receipts so they many not pay. Items bought by Debit card will only give name of shop - sounds like a nightmare.

smurfjed

Baggage claim form to Jakarta

I wouldn't send it to Jakarta as their payment fees will be less than Europe, send it to the nearest Singapore Airlines European baggage office.

Dinky22

Smurfjed - there seems to be no alternative as the e-mail comes from Jakarta and it states SILK AIR Baggage Claim Form. There is no other e-mail address to send it to. Others say they are "just reservations" or "just lost luggage". The only ones who sent on a Baggage Claim Form after numerous tel calls & e-mails was Jakarta. Also, regarding the IDR500.000 it was sent from Jakarta stating that "Silk Air have authorized the interim compensation". This was again after many e-mails to various e-mails addresses of Singapore Airlines.

smurfjed

My friend flew to Bali on a thru ticket Singapore airlines & Silk airlines(sister airline to Singapore airlines) from Amsterdam to Bali

Hence the reason i said to go back to Singapore airlines, the ticket will be on their stock, therefore its their responsibility.

Dinky22

Booking was made on internet with etravel.ie. So no help there as "After Sales Service package" not booked.Singapore London office have been rung-they say they are "reservations", they gave various tel nos & e-mails. Amsterdam Lost & found have been rung, Singapore Lost & Found have been rung & numerous e-mails to all sections of Singapore airlines including Bali. I contacted EI to-day & they said that last airline eventhough they did not receive bag is responsible.

Dinky22

Coylemj and Smurfjed - my friend contact VHI Multitravel when she got home.She was told to submit Baggage Claim Form to airline for lost bag and they (VHI) would send her out a claim form as well for Lost Bag. I hope this is correct as she needs to submit the airline ASAP over the weekend. Many thanks.