So I am not sure how to proceed. They lost 4 of our bags and this is their response:Thank you for sending the requested information.

I sincerely regret the inconveniences that djjaguar and yourself encountered following your loss of your luggage on flight SN3703 from Frankfurt –Barcelona of 15th June 2023.

Unfortunately your luggage did not arrive at your destination at the same time you were. Despite our searches and bearing in mind the amount of time that has passed, we must, regrettably, conclude that your luggage is definitively lost.

According to our General Conditions of Carriage and the stipulations of the Montreal Convention, our liability can never exceed the value of the losses (as proven by till receipts or bank statements), with an absolute limit of 1288XDR (CAD2,297.54).

Despite the fact that you are unable to supply us with proofs of purchase, I am willing to make a goodwill gesture and reimburse you 50% of the maximum allowed, i.e. CAD1,148.77 This amount will be transferred to your bank account in the next coming weeks.

I hope that this offer is in line with your expectations.

I apologize again for any inconvenience caused, and hope we can retain your confidence in us.


What should I do as we have never lost our luggage. These are 4 lost bags not one or 2.