Originally Posted by
Fairon
I forgot, on that point, we did hope for an apology by BA and an explanation on what went wrong, so leasons can be learned and mistakes like this can be avoided in the future for us and other customers. It actually states in CEDR's scheme rules under "5 Powers of the adjudicator" 5.3 [...] he or she can direct the subscribing company to:
5.3.1 Provider the customer with an apology;
5.3.3 Take some practical action;
In the claim, I did put that we wished for BA to investigate what went wrong and take steps to avoid future mistakes and just to have a way of contacting BA with problems like this. But there was no mention of this part of the claim in the adjudicator's decision. Perhaps, because "BA did transport us and our bags" (albeit 9 or 10 days later).
The reality is that CEDR is stacked up with cases, so even if technically they can make these directions they have enough on their plate to deal with without delving into matters of opinion as to what constitutes "practical action". They have absolutely no way of monitoring what BA or any other airline does in terms of investigation, they can't really force them to take any particular line, so what sounds great in theory is actually approaching chocolate teapot status in practice.
If you've received the monetary compensation you're entitled to, I would accept that's a reasonable result and leave it at that. Your apology is, in effect, BA paying out. CEDR will not revisit this even if you try and re-raise it with them.
Airlines the world over lose bags - every day. There are probably thousands piled up in various airports. Some airlines have slightly better tracing than others, but most are using the same base tracker of WorldTracer so it's not going to vary by much. In the end it all boils down to the same thing - if your luggage is at the bottom of a pile of 1,000 bags, it's coming out last and it'll take as long as it takes. I would be astonished if any airline thinks it's worthwhile investigating an individual case, and I'd be surprised if CEDR took a different view to that.
There's no point stressing about it, you just have to buy what you need - hopefully just once - and get on with your holiday.