The airline lost my luggage, does not reimburse the expenses

DEAR TRAVEL CAREER: Last fall, my wife and I traveled to Eastern Europe for a river cruise. We missed our connection in London due to a flight delay. Our airline diverted us to Paris and Prague, with the last leg on CSA Czech Airlines.

Christopher Elliott, the convenience store for travel...
Christopher Elliott, the travel convenience store

Our luggage did not arrive with us. We immediately filed a claim for lost luggage at Prague airport. When the bags still hadn’t arrived the next day and there was no word on when or if they would, we went to buy clothes and toiletries. The luggage finally arrived late at night.

After the trip, we requested reimbursement of the costs from Czech Airlines, as they were the ones who delayed our luggage. I filed using their online form. I received an immediate canned response stating that they would process our request as soon as possible.

When I heard nothing for three weeks, I followed up, again using their online form. I received the same canned response. After waiting almost three more weeks with no response, I emailed their call center explaining the situation and asking for the status of my claim. (I got the email address from your website.)

An airline representative said the wait times were longer than normal, but promised to call me back as soon as possible. It was four months ago. I would just like Czech Airlines to adjudicate on the claim and decide what, if any, they are going to reimburse.

—Dick Helms, Tucson, Arizona

ANSWER: CSA Czech Airlines should have dealt with your complaint quickly, as promised. High traffic and call volume is one thing, but airlines can’t use that excuse for months. Your complaint fell through the cracks and the airline covered up its incompetence with form letters.

#airline #lost #luggage #reimburse #expenses

Post expires at 7:54pm on Friday June 24th, 2022