ft101

It could just be a copy/paste error, but you might want to point out to them that QR002 goes nowhere near Dubai or anywhere else on your itinerary.

lrbenko

Thanks. For some context, I submitted receipts for reimbursement of some clothes and necessities due to a delayed bag while flying ion Qatar. Bag was delayed about three days. My route was CHS-JFK-DOH-DXB. I'm very suspect that I will get a response, let alone a reimbursement from Qatar on the expenses incurred while waiting for my bag. Any other suggestions are welcomed.

lrbenko

That's interesting, and I didn't catch that. Thank you.

plunet

Did you explicitly state you were claiming under the Montreal convention for replacement items required whilst your bag was delayed.

Sometimes we see examples of long stories/rants where the customer service rep maybe struggles to see the point of what is being requested. Not saying that was the case here, but it does happen.

I would write in again. Keep it focussed.

lrbenko

Thanks. I did not claim the Montreal Convention, but thank you for suggesting that. I will write back again and mention this. My email to them was fairly concise and unemotional, just a factual request for reimbursement.

lrbenko

Update: Received this email yesterday. Does this imply they are only sending me $100? I don't know if I'm comfortable sending a copy of my passport. Any thoughts or experiences? "On behalf of Qatar Airways, please accept our sincere apologies for any inconvenience caused as a result of this baggage irregularity you have reported. We understand that the bag has been restored to you.
We are pleased to offer USD100 as interim relief compensation for delayed baggage delivery. Kindly forward us below supporting documents for claim settlement.

Supporting Documents
1. Attached PPQ form duly filled and signed with date. (Front page + Date & Sign on 2nd page)
2. Baggage Claim Tags
3. Property Irregularity Report
4. Boarding Pass
5. E- Ticket
6. Passport Copy

We hope this unfortunate incident has not marred your impression of Qatar Airways. We look forward to the pleasure of welcoming you on board Qatar Airways in the future"

plunet

Yeh, I have had that in the past, they wouldn't budge and said they needed a copy of government ID in order to reimburse me, but rather than sending a copy of the passport in email which is not secure, i sent a link to an image of my passport with an access password set to the PNR of my journey. They seemed to accept that, and I unshared the link when they confirmed they had the documents they needed.

lrbenko

What was your experience with the amount reimbursed? $100 seems very low, especially when I submitted about $500 in receipts.

plunet

I submitted a receipt for the original purchase price of a jacket, and it was fully reimbursed. The situation that led to my claim was a little different though.

Unusual situation on QR193 - Broken Cupboard

lrbenko

Thanks. I'm going to keep pushing for full reimbursement.

plunet

You should. There is no wording in the Montreal convention for airlines to give you a contribution towards the cost of replacement items, they should be paying for them outright. However this is subject to a unwritten reasonableness test if you have gone out and bought expensive branded goods for temporary use when you could have gone to a more main/high street retailer, although context can apply on this one, availability of better value retailers and events you needed to attend.

Good luck.

lrbenko

Perfect. I wouldn't think Banana Republic and Tommy Hilfiger to be expensive, but in Dubai, they are priced higher than in the US.
But thanks for all of you're information, you've been a real help and I appreciate it!.

littlevoices

I can imagine the passport request is to do a fraud/sanctions check, i.e. make sure they aren't paying someone they shouldn't be (or the ticket matches the name) Note: It did say an interim payment, so perhaps they will send you more later as well?

lrbenko

I was wondering the same on the wording. perhaps it's best to just ask them what they mean?

Schwann

Going through the same with Oman Air at the moment.To be fair it probably wasn't their fault (I blame LH), but the buck stops with them under the Montreal Convention. Sent them full receipts etc and they offered me $120 in the "interim" which is almost $30 short of what I requested.