Compensation of lost items
 

I was flying with Emirates from Colombo via Dubai to Dusseldorf in First class. When I arrived to Germany, I noticed that my bag felt very light. I went immediately to lost and found and we weighted my bag. It was only 21kg compared to 31kg when I checked in in Colombo.

Now when discussing with Emirates about the compensation they offer me only max 20 USD per kilo, even if I was flying in First and I am Gold member. The single jacket what is missing was valued close to 1000 USD. I feel quite cheated and on top of that Emirates still requires me to provide original recipies of the items in my bag. I don't know if I am only one, but I do not keep recipes of my shoppings.

Not feeling being treated very fairly. If my bag would be overweighted at check-in, Emirates would ensure I pay every penny.

Well, I discovered new things about Emirates

Hi,

Firstly sorry that some of your baggage got misplaced. My golden rule is: Only Check it in, if you can afford to never see it again.

If you go to the EK conditions of carriage (which you must agree to in order to fly them) it says

While it is possible that EK baggage handlers took things from your baggage, it is quite likely that 3rd party baggage handlers stole things.

The key clause in the terms and conditions of carriage:

So this means that even if you qualified for compensation, the maximum that you are entitled to is USD$20 per kilogram - unless EK agrees that you have a case to receive more (for example: you paid for extra insurance at check-in.) This number does not change according to class of service or skywards status.

Ocassionally Emirates will ask for receipts, but I have never had a problem explaining that the item was not new, and therefore I didn't have any of them. Did you eventually get the 20$/kilo back? If not, I would take this up with them.

And you are right, EK probably would charge you for every kilo of overweight baggage, and they are also following the rules here.

The link to the Conditions of Carriage is available here:
http://www.emirates.com/Images/EKcon...cm12-43900.pdf

Cheers

Why do you think Emirates should pay? I assume that your case was left unlocked, with a £1000 jacket in there. That's like leaving your front door open with an expensive TV on show.

I know in the US you are requested to leave your case unlocked, but that doesn't apply in this case.

Do you have any travel insurance? Even if you have, I'm not sure whether they would pay out.

Cheers,
Rick

Thanks for the comments. My bag was locked, but it seems not to stop the thiefs. I do agree about the rules, however sometimes airlines do treat better customers who pay high price. I was booked in full fare F class fare, so I was expecting a bit better treatment.

I have not got a single penny yet. What happened is that issues was recorded in Germany, I have been calling now between Dusseldorf, Dubai and Johannesburg (I am based in JNB) and now they moved the case to JNB office to take care. They however cannot get the papers from DUS, so I had to fill all the papers again. I do not understand what's the point to put value of each stolen item when anyway max I can get is 200 USD, ie. price of two shirts.

Let's see what they say next time when I try to take 40 kg in hand carry :-)

If your bag was locked, then you should be able to claim on your travel insurance (if you have any!).

Cheers,
Rick

By saying that you expect better treatment, you mean that you expect them to bend the rules. We both know that EK does not do this frequently with regards to baggage ;)

The point of putting value on each stolen item is that you may not qualify for the 20USD/kilo. For example, if I had a kilogram of sugar stolen - it may only be worth 6USD or something.

Good luck with sorting this out :)

Cheers

I'd suggest to take it up directly with customer service in DXB. The staff in JNB is not very helpful (and doesn't have a clue anyway) in cases that go beyond their normal duty activities. I had a Denied Boarding (also in F but that does not impress them very much) case with them and it took me about 5 month to get the thing sorted out (and then only after contacting DXB).

The price of travel increases every year. The cost of living also increases too. Just how many years has this compensation been set at $20?Far too long!
It is very harsh to say that a first class passenger would be travelling expecting to make a profit from a loss. If a passenger can afford first class travel then it is highly probable that they can have a first class wardrobe too.I agree that in any crisis that the airline treats everyone as an equal regardless what price was paid for a ticket.

$20 a kilo? That's outrageous! When my travel companion's bags were left at DXB, we were offered a compensation of $50 for every day that Emirates wasn't able to produce the bag. Surely they should offer more in terms of compensation.

Firstly,
Welcome to FT!

I agree... but it's still the rules.

I never said that. The OP asked why they were supposed to value everything in their bag, and I gave the reason.

I know many people that travel F that only take carry on luggage because they don't have the time or effort to check luggage. The airline won't assume that the passenger has a "First Class wardrobe" just because they were travelling in F...

Cheers

Best to Forget It
 

My 2 cents: With EK, its best to forget it-I've had my bag delayed for OVER 48 hours (in DEL) and they only offered me $50 when the RULES say $50/day very clearly. I just didn't bother to get the money and asked them to use it towards better customer service-doesn't look like its ever going to help. EK has grown too big too fast for their own good. :td:

Once again there is no reasoning behind the compensation of $50 per day. Imagine being in Moscow in winter.Recently I was without luggage for my entire 3 day stopover in The Maldives.It was meant to be a relaxing sort of stopover sitting on a secluded beach but as I had no luggage I just stayed in Male waiting for news and trying to find clothes that fit me.End result was that I got $150 for this.My next destination was Casablanca and when I arrived my luggage did not. There were about 10 of us and the Emirates agent was not mentioning anything about the compensation. I decided to inform the people around me that compensation should be paid.Incidently an hour later all of the luggage arrived as it had been sitting on the tarmac.The Emirates agent had also closed the office so no one could make a claim in any case!

lost/delayed baggage is the poor relation
 

I've been reading these threads with great interest. It does seem to me that baggage continues to be the poor relation of the airline business.

Carriers will spend many millions of dollars on new seating in a bid to satisfy passengers and make them return. Yet these same "happy" passengers are so easily alientated when their bags get lost or delayed and when airlines, all too often, show little interest in offering decent compensation.

A news item from trade body SITA demonstrates the scale of the problem. SITA says that 30 million bags are mislaid every year and it's costing the airline industry USD 2.5 billion.

See link below:

http://www.sita.aero/News_Centre/Pre...n_say_SITA.htm

Is travel insurance a very British thing, or is it common everywhere? I can't believe that people leave things to chance.

As soon as luggage is misplaced, one phone call to Amex Insurance, and I can claim up to £1500 for replacements.

Virtually everyone in the UK buys travel insurance before a trip. Costs about £50 for an annual policy.

Cheers,
Rick

Here in Canada, a lot of credit cards come with travel insurance, which comes in handy in situations like this. Going through the airline is, as you can see, a nightmare.

Cheers