Lost Baggage Roulette
 

My future sister-in-law has just arrived at LAX from Turkey (IST), unfortunately her backs didn't make it.

She was flying BA from IST-LHR and then LHR-LAX. Unfortunately the IST-LHR was late and she was rebooked on United, LHR-JFK-LAX. She was told to collect her bags at JFK by one rep, and told that her bags would arrive directly in LAX by another rep. Of course, no signs of the bags in LAX with United or BA.

The question I have, is who is responsible? Her luggage claim tag is issued by BA. Neither carrier seems to be too willing. She has filed a claim with United.

Any suggestions or phone numbers beyond the regular channels would be helpful!

the airlines (IATA) agreed that, unless the contrary can be proved, the last scheduled (tagged) carrier is responsible.

OK, so is that the tags that she has stuck on her ticket receipt (bag claim), or the tags on the bags? i.e. She does not have anything from United in the way of tags, although if BA did pass the bags to United they should have a United tag on them.

on the original tag she got at check-in all segments and carriers (with flight numbers) are listed - the last carrier is responsible to do the research/compensation etc.

I have had this problem twice, and it is definately the airline that flew her to LAX. If the baggage people are no help, try the customer service managers. They are usually much more helpful. Also, remember to be firm, reasonable, and assertive if you have problems. The baggage people job is to make you happy by giving you as little as possible. Also, if you are a premium, elite, etc member of United make sure that the United Reps. know. That will help also
Good Luck

Thanks for the replies. Basically the hard part is actually trying to speak to a human being. The only number I have (1-800-221-6903) is an automated UA number with some mega voice recognition program. The Premier desk gave me a hint to hold on long enough after going through the program (when it gives you the chance to "Update", "Goodbye" etc), and it eventually gives you an option of "Agent". I'm now speaking to the agent - a human at last!