Claiming replacement toiletries and make-up after British Airways lost luggage

[StPeterPort]

We returned home with British Airways on Monday afternoon and one of our cases didn’t turn up. Typically this case was one we’d put all of our toiletries in to make another case lighter at check in.

Now it’s been almost 72 hours and there’s still no update on our case but we are still missing all of our toiletries, our kids toiletries and my makeup. (We had spare basic essentials at home).

How much of our things can I replace and claim back from British Airways?

All of my skincare was in there, but I don’t expect to replace every item (although annoying to be without it all!).

obviously make up isn’t essential, but without knowing how long it’s going to take to be returned to me, really want to replace some of my make-up items.

The thing is, I don’t want to replace it and then a claim be rejected so does anyone have any experience of a similar situation?

They won't pay for make up, as it isn't essential. They will only pay for basic necessities, toothbrushes, toothpaste, soap etc.. anything above 'necessary' so specific skincare will be rejected. But being at home, you're unlikely to be able to claim for anything as it's designed really to cover you when you're away from home.

However, check your travel insurance as often they have enhanced cover for lost/delayed luggage.

I thought that might be the case, annoying though as to replace even some of it in the meantime is going to be money I don’t really want to be spending!

British Airways damaged our samonsite light shock hard case bag which is £300 to rebuy new. We have no idea how they did it but there was a massive hole in the hard case. The contents inside where OK - it was just the bag was unusable. They offered us something like £60 towards a new bag because we'd had the bag for a few years so they have a system where they depreciate the value of the bag. Nothing about how due to their error we now need to now stump up and extra £240 to replace like for like or the money and time it took us to take the bag to one of there special centres for assessment. It's a joke so fingers crossed for you but I am not hopeful.

I’m shocked at this. They lost it, no matter how ‘essential’ it is/isn’t they should replace regardless, if they can’t be arsed to load bags onto an aircraft correctly.

but you can use it all eventually? it's not like having 2 of a non-consumable item

True! It’s just cash flow and being out of pocket (I’d only just bought mascara and concealer!)

You don't claim back from the airline (for damaged luggage), and they aren't the ones to blame for mishandling, thats the ground handling agents.

I'm sure everyone else knows this, but if you ever find luggage damaged when you get it off the carousel, make representations to the handling company before exiting the lggage hall. We made that mistake and it took forever to sort it*.

*Realised afterwards that the obvious answer should have been to use the (now) three wheeled case on the return jouney and claim then as if it had just happened.