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AIBU?

To expect to receive my compensation more quickly than this...

6 replies

eagle27 · 01/10/2022 04:53

In August I flew to a different country from a London airport for a 7 day trip. All of the luggage arrived at the destination, except mine and one other passenger's suitcase. Stupidly, I packed barely anything in my hand luggage, so I had basically nothing with me. When I spoke to the airline at the airport, they told me that they would reimburse the cost of any replacement items I had to buy. My suitcase arrived on the 6th day of my 7 day trip.

On the 18th of August I filed my compensation claim on their website and sent two additional emails as the images of the receipts exceeded the website limit. I haven't heard anything since other than an automated email on the day I submitted the claim.

Does anyone know if there is some kind of law relating to the amount of time an airline is allowed to take to reimburse you? I know it's not technically their fault, as it is the baggage handlers who lost my suitcase, who are a completely separate company AFAIK. But the airline told me they would reimburse me. I'm getting quite impatient now because I was in a very expensive country so the replacements weren't cheap. They owe me around £300-400.

OP posts:
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GeorgiaGirl52 · 01/10/2022 05:46

It usually takes longer than 12 days for companies to get anything done! Be patient!

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SofiaAmes · 01/10/2022 05:53

My cousin flew Air Canada from Los Angeles to Spain via Canada and they lost all her checked and hand luggage for her family and missed their connection because the flight was late. It took them over 2 months and a dozen emails and a complaint to the DOT in the USA to get the bare minimum of compensation.

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PaterPower · 01/10/2022 05:57

Have you checked whether your travel insurance would pay out for the delay in getting your luggage? (in addition to what the airline owes you for replacements bought).

They may be a bit quicker than the airline.

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daisychain01 · 01/10/2022 06:01

GeorgiaGirl52 · 01/10/2022 05:46

It usually takes longer than 12 days for companies to get anything done! Be patient!

It isn't 12 days, it's 43 days since 18 August.

OP you need to compress the image file so it reduces the file size to under 1Mb. There are plenty of free apps to do this.

Send your claim in again, cross-referencing the one you sent them already if there is a unique ID of that claim. They may have a big backlog and that's the reason, plus short staffed, but they need all the information about your claim in that file, that will reduce the risk of any queries and further delay when they get to your claim. If for some strange reason the claim never got to them, they'll have all the information in your new complete file.

there may be some Ts and Cs on the airline website that gives a commitment to processing in xxx days, but I don't believe there is any legislative deadline. ABTA have info on their website

www.abta.com/help-and-complaints/legal-facts-about-making-a-claim

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Itsanothergrunt · 01/10/2022 06:09

My wheelchair was broken beyond repair by the airline in spring, it took 12 weeks to receive compensation (it took me threatening to tell the media I'd been left without a wheelchair for them to actually sort it out). When I sent Emails it took 3 weeks for them to respond. They then misread something which I corrected them on which then went on for another 3 weeks. Then once they agree to compensation they have 14 days to pay you, they took 28 days. It was ridiculous.
Keep contacting them, you'll get there in the end.

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mitskii · 12/10/2022 03:21

Itsanothergrunt · 01/10/2022 06:09

My wheelchair was broken beyond repair by the airline in spring, it took 12 weeks to receive compensation (it took me threatening to tell the media I'd been left without a wheelchair for them to actually sort it out). When I sent Emails it took 3 weeks for them to respond. They then misread something which I corrected them on which then went on for another 3 weeks. Then once they agree to compensation they have 14 days to pay you, they took 28 days. It was ridiculous.
Keep contacting them, you'll get there in the end.

This is absolutely abhorrent. I am so sorry you had to go through that. It also puts my situation into perspective a bit! I can’t believe they were seemingly so unbothered about essentially depriving you of your basic rights and dignity (if I’m correct in assuming you are either partially or fully reliant on the wheelchair). Again I am so so sorry and I hope you’ve been able to recover from what I would imagine was a traumatic experience. It wasn’t Norwegian Air by any chance, was it? I’ve had numerous dealings with their representatives now, both in person and over the phone (though not email as they haven’t responded to mine). I have found all of their staff to be incredibly unsympathetic, robotic almost. Not one of them has apologised or even attempted to say anything remotely comforting, and most of them have been downright rude to be honest. Again, I know it’s not necessarily their fault that the bag went missing but surely it’s basic customer service to be nice?!

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