Lost Luggage

[disy]

I am wondering if anyone can offer advice on the best way to approach this. In June I travelled on Polynesian Blue to Samoa. On the return journey via Sydney to Melbourne, my suitcase did not return to Sydney. I made a report at the Polynesian Blue office before coninuing with my flight to Melbourne. Many phone calls later and still my suitcase has not been returned. The Polynesian Blue office is very hard to contact as it only open on the days there is a flight.

I proceeded with an insurance claim with Medibank Private Travel - Mondial. After 10 days they have requested a detailed list of all items claimed outlining the date, price and currency each was purchased (I could guess) wriiten confirmation from Pacific Blue of the compensation available for the missing luggage (Does anyone know what this should be?) and proof of ownership of all items claimed - they would prefer a copy of original receipt, a duplicae receipt or a bank/ credit card statement outlining the purchases. Alternatively I can provide packaging or photographs for their consideration.

As I don't hold onto receipts and don't have photos of all my clothes that I took this is going to be very difficult. I have lost my entire summer wardrobe, through no fault of my own. Any advice would be greatfully appreciated.

I must say I am disappointed with Virgin Blue (customer service) and the insurance company.

Thanks, Disy

 

[serfty]

... I proceeded with an insurance claim with Medibank Private Travel - Mondial. After 10 days they have requested a detailed list of all items claimed outlining the date, price and currency each was purchased (I could guess) wriiten confirmation from Pacific Blue of the compensation available for the missing luggage (Does anyone know what this should be?) and proof of ownership of all items claimed - they would prefer a copy of original receipt, a duplicae receipt or a bank/ credit card statement outlining the purchases. Alternatively I can provide packaging or photographs for their consideration.

As I don't hold onto receipts and don't have photos of all my clothes that I took this is going to be very difficult. I have lost my entire summer wardrobe, through no fault of my own. Any advice would be greatfully appreciated.

For a start, despite what insurance company tells you, the onus is on them to prove you did not have the items you are claiming on. I would provide them a list of each item, their purchase value and date to the best of your memory. Do not forget to include the value of the suitcase. They have to accept this - if not they have to show cause why not.

You would have a valid claim from the airline in any case. In fact it may be better to claim with the airline as you might have an available higher redress level with no excess.

Now, the Montreal Convention came into effect for Australia on 24 January 2009 and Pacific Blue's liability is up to 1000 "Special Drawing Rights" or XDR's (~$1,800). http://www.infrastructure.gov.au/aviation/international/liability.aspx

Since your luggage has been missing for more than 21 days, the airline must treat it as lost.

before leaving the airport, you should have received documentation from Pacific Blue when your case did not turn up.

For more on this see here:

• http://www.frequentflyer.com.au/community/travel-news/flight-delayed-send-8000-bill-12700.html
• http://www.frequentflyer.com.au/community/your-questions/delayed-luggage-compensation-tg-12548.html
• http://www.frequentflyer.com.au/community/your-questions/qantas-baggage-issues-13895.html
• http://www.frequentflyer.com.au/community/open-discussion/someone-lost-my-bag-14895.html

 

[JohnK]

As I don't hold onto receipts and don't have photos of all my clothes that I took this is going to be very difficult. I have lost my entire summer wardrobe, through no fault of my own. Any advice would be greatfully appreciated.

I would find it hard to believe anyone holds on to receipts of the clothing they purchase or takes indiividual photos of their clothing. As serfty mentions your estimate is going to have to be enough in this case.

When I made a claim for damaged luggage I did not have a receipt and provided the cost of the luggage on the claim form to Travel Insurance Direct. I was paid the amount less 20% depreciation.