Delayed / lost baggage on multi-airline itinerary or codeshare - whom to contact?
#1
Original Poster
Join Date: Feb 2006
Location: SEA
Programs: AA EXP
Posts: 307
delayed baggage -- AA / BA itinerary
I have a missing bag and was wondering if you all can help me sort out with which airline I should be speaking.
I arrived AMS on Monday (routing DTW-ORD-LHR-AMS) and my bag did not show up. I went through the usual airport routine for missing baggage. All legs except LHR-AMS on AA, LHR-AMS on BA (AA codeshare). At AMS, BA's baggage operation is handled by Servisair.
At the airport, I filled out the form from Servisair to start the process of looking for a lost bag. Servisair printed me a form from BA saying that if my bag does not show up in 5 days, I should mail them a form, and that if I do not mail it to them within seven days, they have no liability.
After a day and a half of no baggage, I contacted Servisair to ask about the policy for getting reimbursed for things I need in the meantime. Servisair says to contact BA. No contact information is provided other than a mailing address, so I phone a general BA number. CSR says that they have no record of the bag, I started by journey on AA, it must be AA's fault, call AA. What about the form I'm supposed to mail? Doesn't apply, I'm told. My WorldTracer number is BA? "That must be something Servisair did. BA is not your contracting carrier."
I call AA's baggage number. They say that because the last leg was on BA, they aren't responsible. CSR, very proud of herself, says "at least I was able to find your ticket in the computer." Tells me to call BA.
So... yeah. I'm a bit confused and frustrated that neither airline is stepping up to say "here's what we're doing, here's what you need to do." If anyone has any advice on getting this sorted out, I'd appreciate it.
I arrived AMS on Monday (routing DTW-ORD-LHR-AMS) and my bag did not show up. I went through the usual airport routine for missing baggage. All legs except LHR-AMS on AA, LHR-AMS on BA (AA codeshare). At AMS, BA's baggage operation is handled by Servisair.
At the airport, I filled out the form from Servisair to start the process of looking for a lost bag. Servisair printed me a form from BA saying that if my bag does not show up in 5 days, I should mail them a form, and that if I do not mail it to them within seven days, they have no liability.
After a day and a half of no baggage, I contacted Servisair to ask about the policy for getting reimbursed for things I need in the meantime. Servisair says to contact BA. No contact information is provided other than a mailing address, so I phone a general BA number. CSR says that they have no record of the bag, I started by journey on AA, it must be AA's fault, call AA. What about the form I'm supposed to mail? Doesn't apply, I'm told. My WorldTracer number is BA? "That must be something Servisair did. BA is not your contracting carrier."
I call AA's baggage number. They say that because the last leg was on BA, they aren't responsible. CSR, very proud of herself, says "at least I was able to find your ticket in the computer." Tells me to call BA.
So... yeah. I'm a bit confused and frustrated that neither airline is stepping up to say "here's what we're doing, here's what you need to do." If anyone has any advice on getting this sorted out, I'd appreciate it.
Last edited by dstan; Dec 31, 2010 at 12:02 pm Reason: updated thread title and restored OP title
#2
In Memoriam, FlyerTalk Evangelist
Join Date: Jun 2000
Location: Benicia CA
Programs: Alaska MVP Gold 75K, AA 3.8MM, UA 1.1MM, enjoying the retired life
Posts: 31,849
Have you entered your baggage tracking number on BA's web site? What does it show there?
http://www.worldtracer.aero/filedsp/ba.htm
http://www.worldtracer.aero/filedsp/ba.htm
#3
Join Date: Apr 2005
Location: Manhattan
Programs: AA Plat
Posts: 93
LHR to AMS - BA Baggage is horrible
My bags misconnected so many times LHR-AMS on BA that I now fly TATL to BRU and take the train to AMS - 1 hour longer but much less agita.
Others know more, but it is my understanding that it is the LAST carrier who is responsible for delivering you and your luggage - thus BA will have to track down your bag - even if it never left DTW.
Good luck!
Others know more, but it is my understanding that it is the LAST carrier who is responsible for delivering you and your luggage - thus BA will have to track down your bag - even if it never left DTW.
Good luck!
#4
Join Date: Jun 2006
Posts: 1,176
I have a missing bag and was wondering if you all can help me sort out with which airline I should be speaking.
I arrived AMS on Monday (routing DTW-ORD-LHR-AMS) and my bag did not show up. I went through the usual airport routine for missing baggage. All legs except LHR-AMS on AA, LHR-AMS on BA (AA codeshare). At AMS, BA's baggage operation is handled by Servisair.
At the airport, I filled out the form from Servisair to start the process of looking for a lost bag. Servisair printed me a form from BA saying that if my bag does not show up in 5 days, I should mail them a form, and that if I do not mail it to them within seven days, they have no liability.
After a day and a half of no baggage, I contacted Servisair to ask about the policy for getting reimbursed for things I need in the meantime. Servisair says to contact BA. No contact information is provided other than a mailing address, so I phone a general BA number. CSR says that they have no record of the bag, I started by journey on AA, it must be AA's fault, call AA. What about the form I'm supposed to mail? Doesn't apply, I'm told. My WorldTracer number is BA? "That must be something Servisair did. BA is not your contracting carrier."
I call AA's baggage number. They say that because the last leg was on BA, they aren't responsible. CSR, very proud of herself, says "at least I was able to find your ticket in the computer." Tells me to call BA.
So... yeah. I'm a bit confused and frustrated that neither airline is stepping up to say "here's what we're doing, here's what you need to do." If anyone has any advice on getting this sorted out, I'd appreciate it.
I arrived AMS on Monday (routing DTW-ORD-LHR-AMS) and my bag did not show up. I went through the usual airport routine for missing baggage. All legs except LHR-AMS on AA, LHR-AMS on BA (AA codeshare). At AMS, BA's baggage operation is handled by Servisair.
At the airport, I filled out the form from Servisair to start the process of looking for a lost bag. Servisair printed me a form from BA saying that if my bag does not show up in 5 days, I should mail them a form, and that if I do not mail it to them within seven days, they have no liability.
After a day and a half of no baggage, I contacted Servisair to ask about the policy for getting reimbursed for things I need in the meantime. Servisair says to contact BA. No contact information is provided other than a mailing address, so I phone a general BA number. CSR says that they have no record of the bag, I started by journey on AA, it must be AA's fault, call AA. What about the form I'm supposed to mail? Doesn't apply, I'm told. My WorldTracer number is BA? "That must be something Servisair did. BA is not your contracting carrier."
I call AA's baggage number. They say that because the last leg was on BA, they aren't responsible. CSR, very proud of herself, says "at least I was able to find your ticket in the computer." Tells me to call BA.
So... yeah. I'm a bit confused and frustrated that neither airline is stepping up to say "here's what we're doing, here's what you need to do." If anyone has any advice on getting this sorted out, I'd appreciate it.
Per the IATA agreement, BA are responsible for finding your bag as they were the last carrier you flew on.
#5
Original Poster
Join Date: Feb 2006
Location: SEA
Programs: AA EXP
Posts: 307
Yep. It's shown as "continuing tracing" since Monday (so at least it's in the system). This is part of why I'm particularly confused by the BA rep's response on the phone.
#6
FlyerTalk Evangelist
Join Date: Jan 2004
Location: Worldwide
Posts: 12,949
In the first instance, you have to claim from the last carrier (in this case BA). The 7-day deadline (which you have already satisfied by filing a report at the airport) is for initially reporting the loss/damage/delay.
If you are not reunited with your baggage within 21 days, it becomes officially lost (whether or not BA admits to it or not) ...
If you are not reunited with your baggage within 21 days, it becomes officially lost (whether or not BA admits to it or not) ...
#7
Join Date: Dec 2005
Location: Canada
Programs: AA EXP-2MM, AC
Posts: 314
Security checks may go faster at LHR since they instituted the one-carry-on-only rule, but baggage handling has definitely deteriorated.
#8
Join Date: Apr 2001
Posts: 3,083
There is nothing for you to do other than wait.
Last time that BA/AA lost my bags it took 4 days for them to re-appear.
Calling often does nothing for or against.
Last time that BA/AA lost my bags it took 4 days for them to re-appear.
Calling often does nothing for or against.
#9
Join Date: Mar 2007
Location: DFW
Programs: AA EXP 1.4 MM Hertz Gold, National Executive Elite, Starwood Gold, Hyat Gold
Posts: 367
I flew DFW-JFK-LHR and BA lost bags of both my companion & me. It took 4 days to find the bag and another until they delivered it to me!
Only check in a bag if you can afford to loose it!
Only check in a bag if you can afford to loose it!
#10
Join Date: Feb 2003
Location: USA & UK -- AA EXP 3.5MM, Hyatt Diamond, SPG Plat, Avis President's Club
Posts: 6,411
Last month I flew AA to England then BA to CPH. BA lost one of our bags. It came in on the very next flight.
A couple of years ago, a similar thing happened, except the bag did not arrive for 2 or 3 days. I had to buy some things in Europe to tide me over. When I got back to the USA, I sent a letter (along with copies of the receipts) to BA. BA eventually sent me a check in the exact amount I requested.
So ... hope your luggage comes in soon. Keep your receipts. Mail 'em in to BA after you get back home.
A couple of years ago, a similar thing happened, except the bag did not arrive for 2 or 3 days. I had to buy some things in Europe to tide me over. When I got back to the USA, I sent a letter (along with copies of the receipts) to BA. BA eventually sent me a check in the exact amount I requested.
So ... hope your luggage comes in soon. Keep your receipts. Mail 'em in to BA after you get back home.
#11
Original Poster
Join Date: Feb 2006
Location: SEA
Programs: AA EXP
Posts: 307
Thanks all. Based on your comments, I gave BA another call just to straighten out which forms needed to be sent when. I was prepared to argue, but this time I got a rep who gave a much more thorough, helpful, and clear explanation of what I need to do. It seems BA has something of the same "if you don't like what you hear, call again..." situation as AA.
#12
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
Speaking of baggage tracer, I have heard rumors AA will being allowing us to trace baggage in early June on aa.com? If so, a big hoorah! :-:
Have you entered your baggage tracking number on BA's web site? What does it show there?
http://www.worldtracer.aero/filedsp/ba.htm
http://www.worldtracer.aero/filedsp/ba.htm
#13
Join Date: Apr 2003
Location: Tulsa OK USA
Programs: AA PLT
Posts: 620
Experiences with lost luggage with AA: 1) came in on the very next flight and was delivered to our hotel in the middle of the night to our hotel room--I tripped over it going to the bathroom in the morning because all 4 of us were sleeping so soundly the hotel personnel actually put in our room without us waking up; 2) arrived after 2 days in Hawaii with no clothes--but at least it was warm there (we weren't naked, just didn't have any changes of clothes and I had to sleep in my underwear which was interesting given that my 2 teenage sons were sharing the room); 3)lost for 4 days but finally arrived--it was ok because this time we were at home.
All in all, I think AA does a pretty good job of tracking down luggage. But being able to track baggage on aa.com would be great.
All in all, I think AA does a pretty good job of tracking down luggage. But being able to track baggage on aa.com would be great.
#15
Original Member
Join Date: May 1998
Location: Portland OR Double Emerald (QF and AA), DL PM/MM, Starwood Plat
Posts: 19,589
So, very important to immediately call AA and initiate the lost baggage process. BA may or may not have forwarded it to AA. This is one of the side effects of booking codeshares, and something to keep in mind in the future. When arriving at airports without a presence by the codeshared airline, it can be a major hassle. Personally I would have made sure to book the BA code instead of AA precisely because of this factor.
As for compensation while waiting for lost bags, the norm is after 24 hours you get a set amount based on the class of your ticket. On BA is is approx. USD 50 for Y, USD 250 for J and USD 500 for F; you must have receipts for clothes, etc. to match these amounts. If the bag is found, you get this money. If the bag is never found, this amount is deducted from the compensation limit for your bag. I don't know what AA's limits are, but they will be similar.