Hi All,

My mum has travelled with EK from KUL to Madina and her luggage was never delivered at Madina. It has now been 72 hours since she arrived in Madina. We have filled out the form that the tracking team has sent out about 18 hours after arrival and we have heard absolutely nothing else.

I've called EK 5 times and every single time they just say there is no update and the Airport team is still tracking it. There is an air tag which shows the bag is at DXB (concourse A) - we have said this to them and no one cares and they just keep saying we'll let you know when we have an update. Every time I call we just get through to the India call centre and no one there is willing to help. When I ask to speak to a supervisor, I just get told 'you can't'.

What rules/allowances for compensation are there? EK clearly doesn't care and hasn't bothered even updating us. Is there anything we can do?

Sadly EK are poor at baggage claims. So best thing you can do is tweet them publicly might get them to find it but when Lufthansa and others have issues locating you might just have to wait it out. If you have travel insurance claim use that otherwise purchase what you need and submit as a complaint, they might pay in full or pay half. I'm still waiting for my taxi refund from December