Commute Troubleshooter: Airline misplaced my baggage however received’t reimburse my bills

DEAR TRAVEL TROUBLESHOOTER: Remaining fall, my spouse and I traveled to japanese Europe for a river cruise. We overlooked our connection in London on account of a flight prolong. Our airline rerouted us to Paris and Prague, with the remaining leg on CSA Czech Airways.

Christopher Elliott, the Commute Troubleshooter 

Our bags didn’t arrive with us. We instantly filed a misplaced baggage declare on the Prague airport. When the bags nonetheless didn’t come the next day to come, and there used to be no phrase on when or if it will, we went purchasing for garments and toiletries. The baggage after all arrived past due that very same evening.

After the commute, we filed for expense compensation with Czech Airways, since they have been those that behind schedule our baggage. I filed via the use of their on-line shape. I gained a right away canned reaction that they’d procedure our declare once conceivable.

After I heard not anything additional for 3 weeks, I adopted up, once more the use of their on-line shape. I gained the similar canned reaction. After ready nearly 3 extra weeks without a resolution, I despatched an e-mail to their name middle explaining the location and asking in regards to the standing of my declare. (I were given the e-mail cope with out of your web page.)

An airline consultant mentioned wait instances have been longer than customary however promised to get again to me once conceivable. That used to be 4 months in the past. I’d merely like Czech Airways to adjudicate the declare and come to a decision what, if anything else, they will reimburse.

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— Dick Helms, Tucson, Arizona

ANSWER: CSA Czech Airways will have to have promptly processed your declare, as promised. Top visitors and contact quantity is something, however the airways can’t use that excuse for months. Your declare simply fell between the cracks, and the airline lined its incompetence with shape letters.

There used to be not anything odd about your declare. You filed it on time, the pieces you bought have been affordable, and also you gave the airline all of the documentation had to procedure the declare.

Generally, when a refund declare is going sideways, it’s as a result of somebody purchased one thing the airline wouldn’t quilt or filed the declare too past due. I may see no proof of any of that. The one position the place I will be able to in finding fault is the place you allowed the pharmacy to transform your greenbacks to korunas. All the time let your financial institution do the conversion; in a different way, you’ll get hit with charges and an unfavourable alternate price.

You probably did the fitting factor via interesting to a supervisor, and I’m satisfied that you simply discovered the manager contacts for CSA Czech Airways that I listing on my shopper advocacy website online at www.elliott.org/company-contacts/csa-czech-airlines/. You used the ones contacts on the proper second, when it turned into transparent that they wouldn’t procedure your declare temporarily.

I contacted the airline for your behalf. It “discovered” your declare and processed money back of $414 for the clothes and toiletries.


Christopher Elliott is the manager advocacy officer of Elliott Advocacy, a nonprofit group that is helping shoppers get to the bottom of their issues. Elliott’s newest ebook is “How To Be The Global’s Smartest Traveler” (Nationwide Geographic). Touch him at elliott.org/assist or [email protected]