Originally Posted by
tourguide
The party to blame here imho is Swissport in Amsterdam, the ground agent who is handling the luggage of CX at AMS. Normally, at the departure airport they refuse to check your bag through on a connection HKG CX AMS KL LIS if on separate tickets but CX at HKG apparently did (most probably on request of the traveler? Or did they spontaneously do this?)
As soon as the CX flight is in the air, Swissport in AMS would have received a 'LDM' , a loadmessage including information on where the transfers bags are loaded. It is their job to handle those bags in time, so they make it to the connecting flight. In this case, they apparently failed to deliver the bag (s) in time to the KLM flight to LIS. OP mentions that the bagtag was scanned in AMS and staff said it looked good? Well yes, surely the bag arrived on the CX flight in Amsterdam. But if Swissport fails to deliver it in time at the KL flight to Lisbon, it will stay in Amsterdam. PIR report made in LIS: beautiful. Nothing you can do but wait until it is picked up in Amsterdam and sent on hopefully the first available flight to Lisbon (KL, TP or HV, doesn't mather which airline). It makes no sense to call anywhere, keep checking the PIR reference online and make sure the delivery address is correct.
I hope the bag will soon be reunited with its owner.....
CX have a published policy about this
https://www.cathaypacific.com/cx/en_...in-policy.html and KLM is a partner airline. So I asked at HKG and they looked up the KLM booking. They even issued the KLM boarding passes to us. It seemed like something that they did often and seemed well integrated. In my experience QR also do the same.
The CX flight is one of the first to land in AMS and we even had a ground delay in HKG because the captain explained to us they have no AMS ground staff available before 6am. So maybe it could be all the staff were not around when the message was received overnight.
Thank you for the information on how it works. It is a fascinating process.
As much as I would have preferred one ticket with all flights, the HKG-AMS was a point redemption and afaik it is not possible to use Avios points to book KLM flight connections with CX.