February 5, 2007
Beware of Aer Lingus's policy on Lost Luggage
I recently purchased a r/t ticket to Germany from Aer Lingus as a Christmas present for someone. On the trip back, Aer Lingus lost her bag. After a number of weeks, they still were not able to locate the bag. They made a big deal out of the fact that she did not hold onto the baggage tag (dropped it in cabin as we all do) so I called to the desk on a return trip to discuss with them at which point they really seemed to make an effort to start looking for her bag. We had to fill in a detailed survey of the contents of the bag and they said with this information, they would greatly increase the chances of finding it as they now start to search inside bags to match contents with survey data and so on. Still no joy and she then received a letter stating that if she had travel insurance, they would liaise with the travel insurance company but, if not, they were not responsible for the contents. What!!!!???? I said. They did say in the letter that we could send them receipts for everything in the bag and they would consider their position or words to that effect. Of course, she had no receipts so we sent them a detailed list with replacement costs of each item, which totalled over 600 euros and presto, within 4 days, her bag was located and delivered to the door. The lesson in the story, however, is if you do not have travel insurance (this should hopefully not apply when on WIT/TSSG business) for your personal travel, make sure you a. have receipts for the goods in your bag and b. hold onto the baggage receipt.
Posted by jclarke at 2:40 PM
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