In this edition of Utalk, Luca from Milan asks: “For the Easter break, I went to London from Milan. When I arrived at the airport in London, the airline company informed me that my checked in suitcase had been left in Milan.
When it finally arrived, the handle was broken. Can I ask the airline company to replace my luggage? How should I proceed?”
Luisa Laranjo, a Senior Communication Officer at Europe Direct answers: “The airline company is liable for the delay and damage of your registered luggage, unless it can prove that all reasonable measures were taken to avoid damage.
“Therefore, as your registered luggage was damaged and delayed, you may be entitled to financial compensation. Please note that the amount is determined in light of the damages caused and is normally limited to about 1,220 euros.
“However, you may be able to claim a higher amount if you make a special declaration to the airline, at the time of check-in at the latest; this will cost you extra.
“To enforce your rights, first of all you need to contact your airline company and file a complaint. Make sure however, to do it within seven days of receiving your damaged luggage (or within 21 days if your luggage was delayed or lost). Otherwise, you could lose your rights.
“If you have any problems with the airline company, the European Consumer Centres Network can advise you and intervene when problems arise.”
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