Just one report is not enough to get compensation for damaged luggage. That's the opinion of Norwegian, which requires two and refuses to follow Arn's recommendation to compensate customers for broken bags. When Andreas Back arrived home in Umeå after a flight with Norwegian, one of the hinges on his suitcase was damaged and bent so that the bag was no longer usable.
– I only discovered when I got home that the bag was broken. Then I quickly, and as I thought correctly, made a report via Norwegian's website, he says.
In Norwegian's system, he described the damage and uploaded pictures showing the bag and the broken hinge. He requested compensation of 2,499 kronor.
– The bag was relatively new and hadn't been on many trips, says Andreas Back.
Compensation for delays, damage to or loss of baggage during air travel is regulated by the so-called Montreal Convention. According to this, a report of damage to baggage must be made to the airline immediately or at the latest within seven days. Andreas Back believes that he has fulfilled this requirement by a wide margin.
Norwegian also does not dispute the damage or that Andreas Back reported it in the company's system. However, according to the Norwegian company, in order to receive compensation, an additional notification of a claim for compensation must be made in a different system. In a written comment to Råd & Rön, the airline writes that "the damage report prepared by the complainant makes it clear that a claim for compensation must be submitted separately.".
However, Andreas Back does not think it was clear that he would have to file the compensation claim separately in another system.
– Apparently you were supposed to report it in two forms. First in the baggage handling service and then there was apparently a link you were supposed to follow to make a further report, but I simply didn't do that because I didn't know about it, he says.
When Norwegian got back to him, significantly more than seven days had passed and it was too late to request compensation.
– I got angry and reported it to Arn, says Andreas Back.
The General Complaints Board, Arn, agreed with him and believes that the first report is sufficient to meet the requirements of the Montreal Convention. The board recommends that Norwegian compensate him with the requested amount, but the company has not done so.
– I considered suing Norwegian. But it's quite a small amount of money and even if it's a small case, I risk having to pay an amount that almost equals what the bag costs, he says.
Andreas Back is not alone in having missed the double registration at Norwegian. In the spring update of Blacklist There is another similar case where the company went against Arn and chose not to compensate a traveler with 12,800 kronor for a bag that was destroyed in handling during a trip between Nice and Arlanda.
This applies to luggage.
...if it breaks Fill out a so-called PIR (Property Irregularity Report) directly in the arrivals hall. Document the damage, flight ticket and boarding pass with a photo. Make sure the luggage tag is visible. Then submit a complaint with the attached documentation to the airline and demand compensation. The maximum you can receive is 1,519 SDR (special drawing rights – a reference currency used in international transactions). This corresponds to approximately SEK 21,800. If you have luggage of a higher value, you must declare it when you check in and pay an additional fee. Also check with your home insurance to see if you are eligible for compensation from them. Your report must be submitted within seven days.
...if there is a delayt If your luggage is lost en route, you should report it immediately at baggage claim and fill out a PIR report. Remember to keep track of what you have packed, so that you can describe both the bag and its contents. If you have to buy things like clothes, soap and toothbrushes on site, you should send receipts to the airline or organizer within 21 days. Your demands should be reasonable; you cannot buy anything extravagant.
… if it gets lost If your luggage has not arrived after 21 days, it is considered lost and you will receive compensation for the value of the luggage limited to 1,288 SDR, equivalent to approximately 16,702 Swedish kronor. If you have travel coverage in your home insurance, or have paid for the trip with a credit card, you also have the opportunity to receive compensation for lost luggage.
Source: Advice & Findings
