With the summer the full flights arrive, the crowded airports and a growing number of passengers that land without luggage. According to the newspaper La Vanguardia, the busiest airports in Spain, such as Madrid-Barajas or Barcelona-El Prat, have watched a significant increase in complaints for loss, delay or suitcase in bags. The situation is especially critical during the summer months, when the volume of dispatched luggage shoots, increasing the risk of logistics failures and transfer problems between companies.
The company specializing in air complaints Complain.com states that by 2023, luggage -related issues represented about one third of the complaints received. The legal responsibility for these occurrences falls on the airline, not on the airport, and it is possible to obtain compensation that may exceed 1,400 euros in case of definitive loss.
When the suitcase is not enough: first steps
According to the same source, the first step is to conserve the baggage label supplied at the time of check-in. This proof is essential to identify the volume and demonstrate that it was registered by the company. If the suitcase does not appear on the rolling carpet, it is essential to report the occurrence immediately, before leaving the airport.
The baggage irregularity report, the so -called PIR, must be filled with the airline counter or handling agent. It will be necessary to present the identification document, the flight data and maintain a copy of the report, which will serve for future steps.
Passenger’s deadlines and rights
Following PIR, the passenger must submit a formal written complaint to the company, attaching all relevant documentation. According to the Spanish newspaper, the deadlines are distinct depending on the type of incident: seven days for damage, 21 days for delays and no fixed deadlines, although it is recommended to act immediately. After 21 days, the suitcase is considered lost, except express communication from the carrier.
The passenger may be entitled to financial compensation up to 1,500 euros, a value that covers material losses resulting from the luggage loss. In addition, it may require reimbursement of essential articles, such as clothing and hygiene products, provided that it presents its proof.
Scales and flights with different companies
In cases where the flight has scales and is operated by several companies, the complaint can be addressed to any of the carriers involved, provided that the luggage order has been made to the final destination. As reported, all companies that participated in transportation have joint and several liability, which means that the passenger does not have to prove in which part of the course the suitcase has disappeared.
This rule facilitates the process, allowing the customer to choose to contact the company with which it has more ease of communication. However, it is essential to store all documents of the itinerary, as well as boarding cards, to support the complaint properly.
Avoid problems: preventive measures
Although luggage loss can happen even with all care, there are ways to minimize the impact. Complain.com’s recommendations include the use of digital locators, such as the Airtag type devices, and the transportation of value or essential items in the hand luggage. Photographing the suitcase before check-in and ensuring that it has a visible distinctive element can also help with quick identification in case of confusion.
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