How quickly lost luggage is returned. What to do if your luggage is lost at the airport. There are a few simple tips to help reduce the likelihood of lost luggage

1.1. This document defines the policy of Limited Liability Company "" (hereinafter referred to as the Company) regarding the processing of personal data.

1.2 This Policy has been developed in accordance with current legislation Russian Federation about personal data.

1.3 This Policy applies to all processes of collection, recording, systematization, accumulation, storage, clarification, extraction, use, transfer (distribution, provision, access), depersonalization, blocking, deletion, destruction of personal data carried out using automation tools and without the use of such means.

1.4. The policy is strictly followed by the Company's employees.

Definitions

Personal Information- any information relating to a directly or indirectly identified or identifiable individual (subject of personal data);

operator- state body, municipal body, legal or individual, independently or jointly with other persons organizing and (or) carrying out the processing of personal data, as well as determining the purposes of processing personal data, the composition of personal data to be processed, actions (operations) performed with personal data;

processing of personal data- any action (operation) or set of actions (operations) performed using automation tools or without the use of such means with personal data, including collection, recording, systematization, accumulation, storage, clarification (updating, changing), extraction, use, transfer (distribution, provision, access), depersonalization, blocking, deletion, destruction of personal data;

automated processing of personal data- processing of personal data using computer technology;

dissemination of personal data- actions aimed at disclosing personal data to an indefinite number of persons;

provision of personal data- actions aimed at disclosing personal data to a certain person or a certain circle of persons;

blocking of personal data- temporary cessation of processing of personal data (except for cases where processing is necessary to clarify personal data);

destruction of personal data- actions as a result of which it becomes impossible to restore the content of personal data in the personal data information system and (or) as a result of which material media of personal data are destroyed;

depersonalization of personal data- actions as a result of which it becomes impossible to determine the ownership of personal data to a specific subject of personal data without the use of additional information;

personal data information system- a set of personal data contained in databases and information technologies and technical means that ensure their processing.

Principles and conditions for processing personal data

3.1. The processing of personal data is carried out on the basis of the following principles:

1) The processing of personal data is carried out on a legal and fair basis;

2) The processing of personal data is limited to the achievement of specific, pre-defined and legitimate purposes. Processing of personal data that is incompatible with the purposes of collecting personal data is not permitted;

3) It is not allowed to combine databases containing personal data, the processing of which is carried out for purposes incompatible with each other;

4) Only those personal data that meet the purposes of their processing are subject to processing;

6) When processing personal data, the accuracy of personal data, their sufficiency, and, if necessary, relevance in relation to the stated purposes of their processing are ensured.

7) The storage of personal data is carried out in a form that makes it possible to identify the subject of personal data no longer than required by the purposes of processing personal data, unless the period for storing personal data is established by federal law, an agreement to which the subject of personal data is a party, beneficiary or guarantor. The processed personal data is subject to destruction or depersonalization upon achievement of the processing goals or in the event of the loss of the need to achieve these goals, unless otherwise provided by federal law.

8) The company in its activities proceeds from the fact that the subject of personal data provides accurate and reliable information during interaction with the Company and notifies representatives of the Company about changes in their personal data.

3.2. The company processes personal data only in the following cases:

processing of personal data is carried out with the consent of the subject of personal data to the processing of his personal data;
the processing of personal data is carried out in connection with the participation of a person in constitutional, civil, administrative, criminal proceedings, proceedings in arbitration courts;
processing of personal data is necessary for the execution of a judicial act, an act of another body or official that is subject to execution in accordance with the legislation of the Russian Federation on enforcement proceedings (hereinafter referred to as the execution of a judicial act);
processing of personal data is necessary for the execution of an agreement to which the subject of personal data is a party or beneficiary or guarantor, as well as for concluding an agreement on the initiative of the subject of personal data or an agreement under which the subject of personal data will be a beneficiary or guarantor;
the processing of personal data is necessary to protect the life, health or other vital interests of the subject of personal data, if obtaining the consent of the subject of personal data is impossible;

3.4. The company has the right to entrust the processing of personal data of citizens to third parties on the basis of an agreement concluded with these persons.
Persons processing personal data on behalf of Start Legal Company LLC undertake to comply with the principles and rules for the processing and protection of personal data provided for by Federal Law No. 152-FZ “On Personal Data”. For each person, a list of actions (operations) with personal data is determined that will be performed by the legal entity processing personal data, the purposes of processing, the obligation of such a person to maintain confidentiality and ensure the security of personal data during their processing is established, and requirements for the protection of processed personal data are specified. data.

3.5. If the Company entrusts the processing of personal data to another person, the Company is responsible to the subject of personal data for the actions of the said person. The person processing personal data on behalf of the Company is responsible to the Company.

3.6. The Company does not make decisions based solely on automated processing of personal data that give rise to legal consequences in relation to the subject of personal data or otherwise affect his rights and legitimate interests.

3.7. The company destroys or depersonalizes personal data upon achieving the purposes of processing or in the event of the loss of the need to achieve the purpose of processing.

Subjects of personal data

4.1. The company processes personal data of the following persons:

employees of the Company, as well as entities with whom civil contracts have been concluded;
candidates to fill vacant positions in the Company;
clients of LLC Legal Company "Start";
users of the website of LLC Legal Company "Start";

4.2. In some cases, the Company may also process personal data of representatives of the above-mentioned personal data subjects authorized on the basis of a power of attorney.

Rights of personal data subjects

5.1. The subject of personal data whose data is processed by the Company has the right to:

5.1.1. Receive from the Company within the time limits provided for by law the following information:

confirmation of the fact of processing of personal data by LLC Legal Company “Start”;
on the legal grounds and purposes of processing personal data;
about the methods used by the Company for processing personal data;
about the name and location of the Company;
about persons who have access to personal data or to whom personal data may be disclosed on the basis of an agreement with LLC Legal Company "Start" or on the basis of federal law;
a list of processed personal data relating to the citizen from whom the request was received and the source of its receipt, unless a different procedure for providing such data is provided for by federal law;
about the terms of processing of personal data, including the periods of their storage;
on the procedure for a citizen to exercise the rights provided for by the Federal Law “On Personal Data” No. 152-FZ;
name and address of the person processing personal data on behalf of the Company;
other information provided for by the Federal Law “On Personal Data” No. 152-FZ or other federal laws.

5.1.2. Request clarification of your personal data, their blocking or destruction if the personal data is incomplete, outdated, inaccurate, illegally obtained or is not necessary for the stated purpose of processing.

5.1.3. Withdraw your consent to the processing of personal data.

5.1.4. Demand the elimination of unlawful actions of the Company in relation to his personal data.

5.1.5. Appeal the actions or inaction of the Company to the Federal Service for Supervision of Communications, Information Technology and Mass Communications or in court if a citizen believes that LLC Legal Company “Start” is processing his personal data in violation of the requirements of Federal Law No. 152- Federal Law “On Personal Data” or otherwise violates his rights and freedoms.

5.1.6. To protect your rights and legitimate interests, including compensation for losses and/or compensation for moral damage in court.

Responsibilities of the Company

6.1. In accordance with the requirements of Federal Law No. 152-FZ “On Personal Data”, the Company is obliged to:

Provide the subject of personal data, upon his request, with information regarding the processing of his personal data, or, on legal grounds, provide a reasoned refusal containing a reference to the provisions of the Federal Law.
At the request of the personal data subject, clarify the processed personal data, block or delete if the personal data is incomplete, outdated, inaccurate, illegally obtained or is not necessary for the stated purpose of processing.
Keep a log of requests from personal data subjects, which should record requests from personal data subjects to receive personal data, as well as facts about the provision of personal data in response to these requests.
Notify the subject of personal data about the processing of personal data if the personal data was not received from the subject of personal data.

The following cases are exceptions:

The subject of personal data is notified of the processing of his personal data by the relevant operator;

Personal data was obtained by the Company on the basis of federal law or in connection with the execution of an agreement to which the subject is a party or beneficiary or guarantor.

Personal data was obtained from a publicly available source;

Providing the subject of personal data with the information contained in the Notice of processing of personal data violates the rights and legitimate interests of third parties.

6.2. If the purpose of processing personal data is achieved, the Company is obliged to immediately stop processing personal data and destroy the relevant personal data within a period not exceeding thirty days from the date of achieving the purpose of processing personal data, unless otherwise provided by the agreement to which the subject is a party, beneficiary or guarantor personal data, another agreement between the Company and the subject of personal data, or if the Company does not have the right to process personal data without the consent of the subject of personal data on the grounds provided for by No. 152-FZ “On Personal Data” or other federal laws.

6.3. If the subject of personal data withdraws consent to the processing of his personal data, the Company is obliged to stop processing personal data and destroy personal data within a period not exceeding thirty days from the date of receipt of the said withdrawal, unless otherwise provided by an agreement between the Company and the subject of personal data. The Company is obliged to notify the subject of personal data about the destruction of personal data.

6.4. If a subject receives a request to stop processing personal data in order to promote goods, works, and services on the market, the Company is obliged to immediately stop processing personal data.

6.5. The company is obliged to process personal data only with the written consent of the subject of personal data, in cases provided for by Federal Law.

6.7. The company is obliged to explain to the subject of personal data the legal consequences of refusal to provide his personal data if the provision of personal data is mandatory in accordance with Federal Law.

6.8. Notify the subject of personal data or his representative about all changes concerning the corresponding subject of personal data.

Information about the measures taken to protect personal data

7.1. When processing personal data, the Company takes the necessary legal, organizational and technical measures to protect personal data from unauthorized or accidental access, destruction, modification, blocking, copying, provision, distribution of personal data, as well as from other unlawful actions in relation to personal data.

7.2. Ensuring the security of personal data is achieved, in particular:

identifying threats to the security of personal data during their processing in personal data information systems;
application of organizational and technical measures to ensure the security of personal data during their processing in personal data information systems necessary to fulfill the requirements for the protection of personal data, the implementation of which ensures the levels of personal data security established by the Government of the Russian Federation;
the use of information security means that have passed the compliance assessment procedure in accordance with the established procedure;
assessing the effectiveness of measures taken to ensure the security of personal data before putting into operation the personal data information system;
taking into account computer storage media of personal data;
detecting facts of unauthorized access to personal data and taking measures;
restoration of personal data modified or destroyed due to unauthorized access to it;
establishing rules for access to personal data processed in the personal data information system, as well as ensuring registration and accounting of all actions performed with personal data in the personal data information system;
control over the measures taken to ensure the security of personal data and the level of security of personal data information systems.
assessment of the harm that may be caused to subjects of personal data in the event of a violation of the legislation of the Russian Federation in the field of personal data, the relationship between this harm and the measures taken aimed at ensuring compliance with the legislation of the Russian Federation in the field of personal data.

Read in this article:

Unfortunately, the eruption occurs only once every... several years

Imagine that you have flown in to report on a unique natural event that happens very rarely, and all the equipment checked in is lost. This is exactly the trouble that happened to the photographer and traveler Sergei Shandin on a working trip to Sicily. Sergei flew to film the eruption of Mount Etna for the AirPano project. In total, our hero had $10,000 worth of equipment in his luggage: tripods, GoPro cameras and stabilizers for shooting video. Total weight oversized luggage it turned out to be more than 30 kilograms. For every extra kilogram of weight, Sergei paid the airline additionally. I also insured valuable luggage for the amount of € 500 with the insurance company RESO-Garantiya.

Sergei flew to Sicily. But his luggage is not.

Such situations happen. This happens especially often during transplants. Most likely, your luggage was left on the transfer in Rome. In a maximum of a couple of days it will be delivered to the address
The support service tried to calm our hero down with these words.

A year has passed since these events, but the luggage has still not been found! Lost work equipment worth $10,000 and an unfilmed volcanic eruption result from this flight to Italy.

Sergey tried to compensate for the financial damage through insurance, but was unable to. In this case, the situation was aggravated by the fact that Alitalia airline by that time no longer physically had a representative office in Russia: the company’s offices were closed two years ago as part of a campaign to reduce costs for renting premises and hiring employees. That is, since 2017, all communications, including document flow, take place online. This became a problem when trying to contact the insurance company: “RESO-Garantiya” demanded an official document from the airline on company letterhead stating that no payments had been made to the victim. They considered electronic document insufficient evidence. Payments to Sergei were denied.

Photographer Sergey Shandin

Finds at airports: animals and food in luggage

In most situations, luggage is found and delivered to the specified address within a few days. Sometimes find lost luggage possible even at the airport: for example, a suitcase Natalia fell from the cart on the way from the plane to the transporter, and was seen on surveillance cameras.

The worst thing that can happen to a lost suitcase is that there is food inside that can spoil. This happened with Olga, which flew from Barcelona to St. Petersburg. It was July, it was incredibly hot, despite that, of course, many tourists brought whole legs of jamon and cheese from their vacation in Spain. Upon arrival, it was discovered that half (!!) of the passengers on the plane had no luggage. Olga, like the other victims, wrote a statement to airline representatives at the airport. The suitcase was found and delivered, but only... a week later! Olga had to throw away not only food, but also things: in such heat, absolutely everything was ruined.

On the way back, I visited the lost and found room at Fiumicino Airport in Rome, trying to find my luggage. There were mountains of unclaimed luggage lying there. Among them are truly valuable things: musical instruments, large bags. It smelled monstrous in places. To each Russian tourist I want to grab my “piece of cheese” in Italy: many people carry sanctioned cheese and prosciutto in their luggage. But now, before I put the prohibited card in my luggage, I remember that if the luggage is lost, all this goes out, waiting for the owner,
Sergei Shandin shares his impressions.

My worst nightmare is losing my dog on a flight! I regularly fly to Moscow to visit my family, and the American airline Delta almost as regularly loses my luggage during a long transatlantic flight. The truth always finds. On new year holidays I debated for a long time whether to take Heidi with me (author’s note - the dog’s name). She is like a child to me; I didn’t want to leave her for the main family holiday with friends. At the last moment, I decided to leave the dog at home. And I thanked my intuition a thousand times for this when Delta lost my luggage again. Heidi could be in that luggage

What to do if your luggage doesn't arrive

If upon arrival at your destination you have not found your belongings, you need to find the Lost & Found counter, which is usually located in the same hall where baggage is reclaimed. If the airport is small, without a special department for such cases, contact representatives of the airline you flew with.

Immediately at the airport you need to file a claim for lost luggage. As a rule, this is done by the employee working at the counter. He must be provided with the following information:

flight number and all connecting flights if you were flying with a transfer;
number luggage tag and boarding pass;

#IMPORTANT

Always keep your baggage tag and all boarding passes until you are sure that your baggage has arrived, is not damaged, and its contents are in place!

describe the luggage as accurately as possible: color, brand, coating composition (hard plastic/soft leather or rag) and size, and indicate whether the luggage had special tags - a priority tag or an individual one with your contacts;
if you are a member of the airline's reward program, please provide your club card number. This should encourage the company to resolve your problem as a priority and speed up the search for your luggage;
passport details and address where things can be delivered when they are found.

Maria's luggage was lost on a Moscow-San Jose flight with a transfer in Paris.

I travel a lot, always in fairly sporty mode. It’s the same this time: my friends and I’s trip to Costa Rica was scheduled hourly. In addition to the fact that on the very first day after arrival we were expected to climb the Arenal volcano, and I was left without trekking shoes and clothes, we changed our overnight location almost every day. And our plans did not at all include searching for or waiting for luggage in one place. Then, after a moment’s hesitation, I decided not to sacrifice the travel program in the hope that the luggage would be delivered in the very first days, but indicated in the claim for lost luggage the first few hotels and the days of stay in them. As it turned out later, I did the right thing, because my luggage was found only on the tenth (!!) day, and only after I sent messages to AirFrance by email and on Facebook, and on the eighth day I personally went to the airport and went to their Costa Rican representation. By the way, his seemingly smiling and amiable head turned sharply on his heels and silently walked away in the opposite direction when I uttered the phrase “lost luggage.” I didn't see him again. While I was standing there in bewilderment, I noticed among the office staff the very girl who had registered the loss of my suitcase on the day of my arrival. In my presence, she sent “repeated” letters about the disappearance to Paris and Moscow, and I left her my new residential addresses for the near future. After another 2 days, the luggage was found and delivered to the hotel on the other side of the country. I was very lucky that it was her shift that day. I don’t know for sure, but it seems that they didn’t even start looking for my luggage until that day,
Maria says.

Your luggage may be searched for up to 21 days from the date of application. Once you have registered your application, you will be able to track your search progress online in World Tracer. There you can also fill out the “Inventory Form” - list in detail all the contents of the suitcase. Sometimes this information is not requested immediately, but they are asked to describe the contents of the luggage in as much detail as possible (indicating the color, brand and size of the items inside) if the luggage is not found quickly.

An example of filling out a description form (“Inventory Form”)

As a rule, such a period is not required, and luggage is found faster: during a transfer, a situation may arise when it simply does not have time to be reloaded or is sent by mistake on the wrong plane. If after 21 days the luggage is still not found, it is assigned the status of lost, and you are entitled to compensation for it.

How much monetary compensation can you receive? This issue is regulated by the Montreal Convention, which came into force in 2003. On this moment it includes 133 member countries, including Russia. Countries not included in this convention regulate payments based on the Warsaw Convention. The maximum amount of compensation upon ratification of the Montreal Convention is approximately €1447.93 or $1525.11.

What counts as essential items and how to get reimbursed for them

According to airline rules, if your luggage is lost, you must be reimbursed for essential items. Some airlines give victims a set of such items at the airport. If this does not happen, you can immediately safely buy personal hygiene products - a toothbrush and toothpaste, feminine tampons and pads, shampoo and hair conditioner and creams. After a day, you can add a swimsuit, clothes and shoes.

#IMPORTANT

Always keep receipts for everything you buy for a normal living while traveling. If your luggage is found, then this money can be partially (if you don’t have insurance) or completely (if you insured your luggage) refunded.

AirFrance offered me a refund of 7,707 rubles (€ 100) without receipts for the purchase of essential items. But I’m a seasoned person, so I collected all the receipts, and also included in my insurance in advance an additional option for insuring lost or damaged luggage. Let's see how much money the airline will return to me. But everything that is not returned will be returned under insurance,
Maria shares her experience.

An example of a letter from an airline regarding compensation for lost luggage

Lost suitcases and time: what you can get from insurance

According to the portal www.sita.aero, luggage is mostly lost during transfer flights. The good news is that despite the increase in passenger numbers over the past 10 years, luggage problems have decreased significantly in all regions of the world, with the number of lost suitcases and bags falling by 70%. Also, since June 2018, Resolution 753 of the International Air Transport Association (IATA) came into force, which obliges all companies that are members of the association to track baggage on the aircraft, arrivals and transfers. Now all carriers work according to the same scheme: in order to comply with the requirements of the Resolution, airports must check the receipt and transfer of baggage when loading onto the plane, the transfer of arriving baggage and the transfer of transit baggage. You can track everything on one website, where each company has its own page. It’s too early to draw any conclusions since the resolution came into force, but given that the association includes 266 airlines, the situation should improve significantly, and if luggage is lost, it will certainly be easier to track its location.

If you don’t want to worry about your luggage, you can insure your luggage to receive additional compensation and assistance in dealing with the airline. In today's market it is difficult to find the ideal product, because companies set very different conditions:

1. Some offer big size coverage for lost luggage, but excludes photographic equipment, laptops and other valuables from the list.

2. Others set the amount of compensation based on the weight of the luggage - per kilogram.

3. Still others cover everything without exception, but at a minimum rate.

If we highlight the key points of insuring luggage against loss or damage from different insurance companies, we get the following:

“VSK Insurance House” will pay you 500 USD. for lost luggage, and if the suitcase is delayed for more than 4 hours, it will reimburse the costs of purchasing essential items - no more than 100 USD;
the maximum coverage for loss of luggage from VTB Insurance is € 2,000, but the company will reimburse payment for essential items if luggage is delayed for more than 6 hours;
ERV will also reimburse expenses for essential items if luggage is delayed for more than 6 hours. After a day, you can add a swimsuit, clothes and shoes to shampoo, toothbrush and toothpaste and other personal hygiene products. But the insurance company covers the loss of luggage per kilogram of weight: if you were flying in economy class, you will get 25 USD per kilogram of weight, if in business class - 50 USD.

Larger compensation can only be obtained if you have declared valuables traveling in your luggage. However, money and jewelry will still be exceptions.

#LIFEHACK

And finally, only the ERV insurance company has the risk of “theft of luggage from a secured facility with burglary.” Despite the fact that it is designed for snowboarders and skiers who store equipment in public drying rooms at the hotel, it is also actively used by owners of expensive laptops and equipment who fly on business trips. Because a hotel room, like a car trunk, is considered a protected object according to this company’s rule. In the case of burglary from the trunk of a car, there is an additional funny condition - the car must be parked for more than 3 hours.

If you are the lucky owner of insurance from the ERV company, and you were robbed while traveling, you need to call a police officer and file a report. We also recommend taking photographs of items left in the safe, dryer or room with a smartphone or camera that records the date the photo was taken, each time before leaving.

“Max Insurance Company” has a large list of items that are not covered by insurance (including contact lenses and electronic devices), but also a fairly extensive list of cases that can be recognized as insured: loss or destruction of luggage in a fire and their extinguishing, natural disaster, accident);
“Liberty Insurance” pays 5 USD. for every hour the suitcase is delayed, but the company has a large list of items that are not insured (including audio, video and photographic equipment);
the ERGO company has a baggage payment limit of 500 USD, payments are made minus the amount that the airline must pay by law;
“Ingosstrakh” does not insure luggage delay, but only its loss/destruction, payments are made in the amount of 50 USD. per kg, but within the insured amount;

#LIFEHACK

“Renaissance Insurance” reimburses the necessary expenses after 48 hours of baggage delay (including rental of sports equipment if the baggage was mistakenly sent to another place). In case of loss of luggage, payments are made in the amount of 100% of the insured amount;

Allianz only insures lost luggage, with a limit of 250 USD. for one piece of luggage.

There are some simple tips to help reduce the likelihood of lost luggage.

They will also make it easier to find him in case of unforeseen circumstances.

1. Buy suitcases that will stand out from others in color or pattern: this will make them easier to find if lost.

2. You shouldn’t rely on the airport tag: it may simply come off, and then the suitcase will most likely be lost. Make your own tag with your first name, last name and contact information and attach it securely (for example, place it under clear suitcase wrapping film).

3. Always retain your baggage tag and ALL boarding passes until you receive your baggage at your final destination airport.

4. When purchasing any essential items, it is very important to keep your receipts: only they can prove that you spent your money on it.

5. Always remove tags from previous flights so that the system does not mistakenly send your luggage to another city.

6. Remember that with short transfers the risk of baggage loss increases. If you have to transit, ask the airline employee checking you in for the flight to which point your luggage will be checked - to the final point, or will you need to pick it up and re-check it at the transfer airport.

In a situation where you did not find your luggage on the conveyor belt, the most important thing is not to panic. You need to immediately write a statement to the Lost&Found department, find out whether the airline issues kits of essential items and whether they issue refunds on checks. You can then track the fate of your luggage on the World Tracer website. And we'll save the best news for last: 90% of passengers who lose their luggage find it within 48 hours. But if 2 days have passed and your luggage has not yet been found, start calling and writing to the airport and airline representatives.

Olga Stepanova

Reading time: 11 minutes

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Your luggage is lost at the airport - an unpleasant end to your trip! You arrive home from vacation, go to the baggage claim area - and after 5-10 minutes, you realize that your suitcase (and with it all your belongings, a camera with colorful vacation photos, souvenirs and favorite slippers) has disappeared in an unknown direction.

What to do, where to run, where to look for a suitcase and who to ask? Let’s sort out one of the most “popular” aviation problems without panic and depression!

Why do suitcases get lost?

According to statistics, out of 1000 passengers, 13 usually have their suitcases lost.

Moreover, 85% of them are lucky - their things are found literally in the first two days.

As for the rest, not everyone is lucky. Some have to seek compensation for damages.

Why do suitcases get lost?

Among the main reasons:

Airport staff made a mistake.
Passengers are looking in the wrong places. It is quite possible that the suitcase ended up in the large size department.
The tag was lost.
Someone took your suitcase by mistake.
Your suitcase was taken with malicious intent.
Your suitcase cannot keep up with you because the time period for the transfer is too short.
There was a tag left on the suitcase from another trip and there was a scanning error.

Video: Lost luggage at the airport - what should you do?

Where do lost suitcases go?

More than 10,000 unclaimed items are found at domestic airports every year. One suitcase is not taken away because the cargo was prohibited, another because it is even more expensive to return for it, a third because the passenger does not know where to look for it, etc.

Where do forgotten things go?

First, they are sent to the unclaimed baggage area - the one designed for suitcases left behind on international flights, or the one where items from domestic flights are stored.
After 30 days, in the absence of a request from the owner, the suitcase “goes” to the storage room for another six months.
If the owner never shows up, the item is disposed of. New items (if they have a label) are sold in a consignment store.

Where do you actually need to pick up your suitcase after landing?

Not everyone knows where to get their luggage after the plane lands.

Go through passport control.
Next - to the baggage claim line. Keep an eye on the board - it should indicate the flight number (it is on your boarding pass) and the tape number.
If there is no suitcase, make sure you are standing at the correct belt.
Still no suitcase? Check the “final point” where items forgotten on the belt are unloaded.
Check to see if your fragile or large-sized cargo is delivered elsewhere.

Video: Lost luggage at the airport - what to do?

Lost your suitcase at the airport - what to do?

Has your favorite suitcase gotten lost? Follow the instructions!

First, stay calm. You are far from the first person with a similar problem, and the mechanism for solving it has long been debugged and in most cases works well. If you remain within the law, then the law in this case is on your side. Therefore, resist the urge to attack the staff if your luggage is valuable to you. The more calm and confident you are, the more respectable you look in the eyes of the staff, the faster they will help you.
Have you pulled yourself together? Now go to the Lost & Found counter. It is usually located next to the baggage collection area.
If this service you couldn’t find it, then you have a direct path - to the representative office (right here at the airport!) of the airline that managed to lose your suitcase. The carrier that checked and loaded your items onto the plane is responsible for your baggage.
Your task is to report the missing suitcase and file a claim. This can be done at the Lost & Found counter or at the airline representative.
We make a claim in writing and in free form (or on the form provided) , describing your luggage and all data as accurately as possible (flight number, number of missing suitcases, their signs, presence of tags or cellophane on bags/suitcases, short description content). Make a claim in 2 copies (one remains with the airport staff, and they certify and give the second to you) and do not forget to indicate your data in it - full name, passport, contact details, residential address within the city.
Documents for submitting an application: passport, tear-off coupon of your luggage tag, 2 acts of your claim with the date and time of its preparation, as well as with the number for checking your luggage through World Tracer.
Now all that's left to do is wait and periodically call the Lost&Found search department (don’t forget to get their contact number).

How to find lost suitcases at the airport?

Almost everything major airports worldwide work with a unified international search system. All data from the claim is entered into the database, and a search for a match with available information about unclaimed items immediately begins.

If a match is found, the search service staff will immediately find out where the suitcase is and notify the “lost” person. If the suitcase is stuck in another country, it will be sent on the next flight and the applicant will be contacted immediately upon arrival of the suitcase at the airport.

Important:

They may not call you. It is better to check the search status in World Tracer and call Lost&Found employees.
If the item is lost Russian airline, you can monitor the search on its website.
Some airlines do not deliver lost suitcases without a special letter from the applicant with a corresponding request. Check with the search service in advance whether such a letter is needed.
The search for the suitcase usually takes 21 days. After this period, the item is considered irretrievably lost and compensation can be demanded.

How to get compensation for a lost suitcase?

An application for compensation should be submitted to the airline that caused the loss of luggage.

You can make such a demand within 2 years from the moment you register your loss.

How much will they pay for a lost suitcase?

17 dollars for each kg (approx. - according to the Warsaw Agreement). $35 for a suitcase that was not weighed.
1200-1300 euros for 1 piece of luggage (approx. – according to the Montreal Convention, according to the airline’s rate).

If the value of the items exceeds the amount of compensation offered to you, you can go to court.

If there is evidence, of course.

For damage to the suitcase, shortage of items or loss, the carrier is obliged to pay the following compensation:

For things that were with the passenger - according to their value. If the price is not determined, then it will be set at no more than 11,000 rubles.
For things with a declared value - according to the specified amount.
For items without a declared value - no more than 600 rubles per 1 kg.

We are not satisfied with the compensation – we go to court!

According to Article 118 of the Air Code of the Russian Federation, the injured passenger files a claim directly against the airline.

The following documents will be needed:

Your statement.
Passport.
Baggage tag.
Your boarding pass (original!).
No. of the act on the search for your suitcase.
Details (your bank account) for transferring compensation.

Important!

If you have unexpected expenses due to the loss of your suitcase, then if you have receipts and evidence that the purchase was necessary (for example, you have an important business meeting, and the only suit was in your suitcase), you can request a refund of 50% of these expenses, or give the purchased item to the company and return 100% of the money.
Remember that you can demand compensation not only for the loss of a suitcase, but also for damage to things, for theft, for a broken or damaged suitcase, as well as for inconvenience caused to you due to the incompetence of the carrier. Therefore, be sure to save all receipts so that you have something to present later.
Before filing a claim, you should serve a statement on the carrier immediately after discovery of violations in order to try to resolve the dispute out of court.

Don't forget about compensation for moral damage!

You have the right to demand such compensation in accordance with the consumer protection law. You will need to prove not the fact that this harm was caused to you, but the fact that your consumer rights were violated.

There is no point in counting on millions maximum amount – 15,000 rubles , but it will not be superfluous if the case comes to court.

Important: The legal costs in the claim are borne by the defendant.

How to protect your suitcase from loss?

We reduce the risk of loss by following simple rules:

We save all receipts! Both for the things in the suitcase and for the suitcase itself.
We remove all stickers and tags from the suitcase after arrival, so that after scanning the old sticker the baggage does not go to another place.
We attach to the suitcase our own personal (in addition to the traditional luggage) strong tag with the exact contact information(in Russian and English) – full name, telephone numbers, your residential address, date of travel, etc.
When flying with a transfer, we clarify at which airport the baggage was checked in. Perhaps at the dock you need to get and check your suitcase again.
We provide the suitcase with brightness and visibility. First, choose a memorable, bright suitcase; secondly, we use all possible identification marks (bows, ribbons, badges, etc.).
We insure luggage if there are expensive items in the suitcase. the carrier will cost a pretty penny, so it’s better to choose a tour/insurance that will also cover your luggage.
We pack the suitcase in film.

Losing your favorite things at the airport will undoubtedly ruin the most memorable experience of any trip. Unfortunately, from lost luggage no one is immune. Both a novice and an experienced air passenger can encounter such a nuisance.

At the same time, many begin to panic, not knowing what to do and who to contact. And will it be possible to find the things and receive compensation from the carrier for the inconvenience caused? Every airline passenger has certain rights that they should be aware of. First of all, you need to go to the bulky baggage counter, where your suitcase could have mistakenly ended up. If there is nothing there, then most likely the airline has lost it. In this case, you should contact the Lost & Found service, which is available in every international airport, or to the airline representative office.

You will need to fill out a report on irregularities during the transportation of baggage, the international name of which is P.I.R from the English property irregularity report. In the appropriate fields you will indicate:

contact information: phone number, email, residential address;
flight number along with the route you took;
air ticket number;
description of the missing suitcase. You just need to select the appropriate picture from the proposed options;
description of its contents. Be sure to include items that will make your luggage easy to identify. Agree that light green shoes or a dictionary Chinese language are unlikely to be found in every second suitcase.

Please be aware that the airline may refuse to process claims if you do not complete a P.I.R. at baggage claim. The act is completed in two copies: for the passenger and the airline. Then you are given an individual application number, with which you can independently track its status on the airline’s website or using the World Tracer system. luggage search). You just have to wait for the results.

Air carrier assistance and baggage search

If your suitcase is lost abroad in another country in which you do not live, the airline is obliged to provide money for the purchase of essential items or provide a ready-made package. The rules of different carriers may vary. However, you have the right:

get a set of hygiene items
demand reimbursement of expenses for their purchase within the amount of 70-100 €. You just need to provide receipts.
demand a daily fixed payment for a specified period.

In most cases, a suitcase lost within the airport is found within 2-3 days, which the airline representatives will inform the passenger about. Found luggage may be delivered to the specified address, or you will have to go to the airport to pick it up. In this case, the air carrier is obliged to reimburse all transportation costs; you just need to provide the appropriate receipts.

Luggage is searched for 21 days from the moment of loss. If the suitcase is not found during this time, then it is considered irretrievably lost or stolen. In such a situation, you have the right to demand compensation for material damage from the air carrier. The amount of compensation for damage to luggage, delay or loss is regulated by the Warsaw and Montreal Conventions and private rules of the air carrier. Each situation is considered individually. The approximate amount you can count on is $20 per kilogram of items, but not more than $1,500. You won’t be able to get more, even if there were diamonds or wads of money in your luggage. That’s why it’s so important to carry valuables in hand luggage.

How to get compensation

You need to make a written claim for damage (delay, loss) of luggage, to which a copy of the defect report is attached. Then describe the contents of the suitcase, indicating its approximate cost. If there are extracts from credit card or store receipts, it is advisable to provide them. The following must also be attached to the claim:

copy of passport;
baggage receipt;
boarding pass;
Bank details;
checks for the forced purchase of necessary things;
receipts confirming the costs of repairing the suitcase or a specialist’s conclusion that the luggage cannot be repaired.

To ensure that the air carrier does not refuse to consider the claim, it is important to comply with the deadlines for filing it. If the damaged suitcase was released at the airport building, the claim must be submitted no later than seven days from the date of its receipt. In the event that damaged luggage is delivered directly to your home, the application must be submitted no later than 21 days from the delivery period. If the suitcase is lost, you have the right to file a claim within 18 months. It happens that the airline refuses to pay compensation. Then feel free to go to court. In most cases, passengers win their lawsuits.

How to prevent luggage loss

Suitcases get lost for various reasons. For example, the check-in counter at the airport mixed up the stickers, and your luggage flew to Thailand instead of Turkey. The tag was poorly glued to the suitcase or it was torn off during loading, so your items did not end up on the plane, but rather at the Lost & Found service. The suitcase may get lost at the connecting airport when flying on a transit flight. Another passenger may take your luggage and confuse it with theirs. To prevent luggage loss, you need to:

buy a suitcase in a non-standard color, even purple with yellow polka dots. It's hard to confuse this one. You can add a distinctive detail: a large sticker, a bright ribbon;
remove tags from previous trips from your suitcase. Otherwise, the scanner may read the information incorrectly and send the luggage to the wrong place;
attach a tag with your name and phone number;
arrive early for registration so as not to lose your things in a hurry;
during check-in, make sure that the tag with your flight number is properly attached to the suitcase;
when flying with transfers, check whether you need to pick up your luggage at the connecting airport and check it in again;
It is advisable to wrap the suitcase with polyethylene, this will help protect it from some damage.

By observing these simple rules, you will reduce the risk of losing your luggage and can enjoy vivid impressions from the trip, and not spoil your nerves in search of a suitcase.

Airlines lost 22 million pieces of their customers' luggage last year, according to Sita (a multinational airline industry media organisation). That is, losing luggage at the airport is, although not a frequent occurrence, quite common.

So, standing at the baggage conveyor and waiting for the continuous flow of bags on the conveyor to slow down to a minimum and stop, you do not find your suitcases, do not panic.

Airlines usually have many ways to track lost luggage, and the vast majority are eventually found.

If your suitcases are on the next flight, you can receive them within a few hours.

If they were sent to another airport, this may take several days. In this case, fill in Lost baggage receipt and leave the employee your hotel or home address, as well as a telephone number where you can be contacted.

Typically, the search for luggage lasts 21 days, but can last up to 45 days to clarify more detailed circumstances.

Lost baggage delivery

Airlines usually deliver your luggage to you when it is located. But in some cases You must return to the airport to pick it up. Additionally, many airlines will refund any unforeseen expenses caused by lost or delayed luggage (keep your receipts!).

But be careful - the airline will try to reduce any compensation for lost luggage.

Before leaving the airport, ask how you can control the status of your luggage. Some airlines have an online system, while others will provide you with a phone number that you can call and receive information on.

If the airline has lost your bags, fill out a written form. claim for lost luggage. This can be done at the airport or sent by mail.

You may have to provide checks to prove the value of your items that were in your suitcase. If you have them, include copies of the receipts in the documentation that will be sent to the airline.

Keep in mind that you will Only the residual value of your items will be refunded.- since the airline will not give you as much as 10,000 rubles for a suit that you bought two years ago.

Typical baggage incidents that happen while traveling

Stolen Bags

After your arrival, go to the luggage compartment as soon as possible to get your belongings. minimize the potential risk of your bag being stolen. Many airlines scan bags as they are unloaded at baggage claim and keep records, especially at larger airports.

If your luggage goes missing after being unloaded into the baggage claim area, your claims will no longer be against the airline, but against the police.

As soon as you take the suitcases from the conveyor, immediately check them for presence of damage or other signs of abuse. Before leaving the airport, report any damage to your luggage; The airline's customer service team may wish to inspect the bag. Keep in mind that most airlines will not cover minor damage and you will have to pay for it.

Most likely, you will be asked to provide a receipt for the repair service performed or will be offered to use the services of specialized services at the airport itself. Check with an employee luggage compartment detailed information, so as not to find yourself in a situation where repair costs will not be covered.

How to prevent luggage loss

And finally, if it does happen that your luggage is lost, do not panic, go to the department Lost luggage search(abroad it sounds Lost and Founded) and fill out the claim form. Then wait for your luggage to be found. If your luggage is not found within 45 days, demand compensation from the airline for lost luggage.

If the value of the contents of the suitcase cannot be proven by receipts, photographs, or the customs declaration that was filled out upon departure, airlines will often charge average price per kilogram of lost cargo, for example, 20 dollars per kg.