Last December, my elderly parents flew with Ryanair from Budapest to visit me. They decided to pay extra for cabin baggage to avoid checking it in.
Due to my mother’s impaired mobility, they were the last to board. Unfortunately, a flight attendant informed them that there was no room for their cases and that he would have to take them to the hold.
My mother requested an identification tag for the bags, but she was told it wasn’t necessary. Little did they know that would be the last time they saw their luggage.
When their bags did not arrive with them, they were directed to an unstaffed help desk. Unfortunately, my parents do not own smartphones, so they were unable to submit a report online.
The lost cases contained my mother’s high blood pressure medication and Christmas presents for us, causing immense worry and distress.
Despite filing numerous complaints to Ryanair, all my parents received was an email requesting receipts for a compensation claim. However, compensation is not what we want; we simply want the bags back.
CK, Dundee
Last year witnessed a surge in lost luggage incidents, earning it the title of the “year of lost luggage”. The rate of incidents doubled to 7.6 bags per 1,000 passengers. The impact of lost luggage can be immeasurable, but airline companies often display a cavalier attitude and have limited liability. Compensation amounts are determined by the Montreal Convention, an international agreement, with the maximum award set at £1,000.
To receive compensation, one must provide a detailed list of all the lost items and their values, although the full cost of replacing them will not be covered.
Ryanair has stated that, in the absence of receipts, compensation will be calculated based on the estimated weight of each item. This means that a diamond ring would be valued at less than a pair of slippers.
From the beginning, your parents, who have limited English proficiency, encountered unhelpful airline staff. Passengers are advised to keep valuables and important medication in their cabin baggage, as they cannot be refunded if lost. However, your parents had their bags taken away from them.
No identification tag was provided for their bags, despite it being necessary for making a claim. Time is crucial when reporting lost luggage, yet your parents were unable to do so at the airport. Additionally, who keeps receipts for their entire wardrobe?
Ryanair claims that extensive searches have been conducted, but the bags have not been located. They have contacted your parents to assist with the claim, although this only amounted to a single email requesting receipts.
I recommend that your parents proceed with the claim and file a complaint with Aviation ADR, the dispute resolution service, if it is rejected. In the future, it would be wise to urge them to purchase travel insurance, as it often provides better compensation for lost luggage.
AF of East Sussex also faced issues with Ryanair after an unsuccessful flight to Spain. After three hours of sitting on the tarmac, passengers were taken back to the airport without receiving any further information. Consequently, AF decided to abandon the trip and took the last train home.
Ryanair has refused to provide compensation for a delay exceeding two hours, citing AF’s decision not to travel as the reason. However, upon further investigation, this reasoning is valid according to Coby Benson, an aviation solicitor at Bott & Co. Passengers can claim a refund for their tickets if the delay surpasses five hours.
Benson explains, “Passengers are entitled to compensation when their flight is cancelled or delayed and they arrive at their final destination more than two hours late. In this case, the flight was not cancelled and since AF chose not to complete the flight, they never ‘arrived more than two hours late’. Therefore, Ryanair is legally allowed to exploit this loophole.” It’s important to note that short-haul passengers whose flights arrive more than two hours late are entitled to £220 each, often exceeding the original fare.
And a Big Shout-Out for the Decent Firms
While some companies simply prioritize basic decency and turn problems into public relations triumphs:
I would like to express my gratitude to the Rab repair centre. The stitching on the shoulder strap of my beloved Lowe Alpine rucksack came apart. I contacted Lowe Alpine and was provided with a job number for Rab. I am pleased to say that my rucksack was repaired free of charge. It holds not only my equipment but also cherished memories, so I couldn’t be happier.
HP, Orkney
I’ve contacted Shark UK twice in the past year regarding broken parts for my vacuum. On both occasions, I received free replacements without any hassle, along with free delivery. Some companies truly go above and beyond for their customers.
MC, London
When my Rohan waterproof jacket developed a fault, I took it to the Bath store. To my surprise, within 72 hours, they contacted me at home and arranged for a free replacement to be sent immediately. I am highly impressed with their service.
AC, Bath
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