My bag was lost during a BA flight from Los Angeles to Berlin and when, eventually, it was found nearly all the contents had disappeared, although the clasp was still fastened. I immediately called BA’s baggage centre and was directed to the BA website to make a claim. I submitted all the required documents, including receipts for many of the £1,000-worth of lost items, and I received an automated reply declaring that the claim could not be processed because I had not reported the loss within seven days. This was simply not true.
I again rang the baggage centre which admitted a clerical error. I was told to submit another claim online now their records had been corrected. But, when I did so, I was informed the matter had been closed.
After weeks of fruitless phone calls and emails I personally visited
BA’s lost luggage department to see what could be done and was told to submit my claim via the customer relations page this time.
I have tried a dozen times to submit the new information but the web page will not allow it. LDD, Boston, US
Within a day of my contacting the press office you are promised payment to cover your losses plus a £150 goodwill voucher to tempt you back on board a BA flight. A spokesperson tells me that “we have now had a proper look at the customer’s case”, implying that previous efforts were desultory, but declines to explain why you were given the runaround for so long and why its customer relations page would not let you submit a complaint. “We have apologised profusely” is the reply.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
