Doc Holiday's expert guide to dealing with lost luggage

Having an airline lose your luggage is a terrible way to start a vacation, but there are some things you need to do ASAP to receive compensation.

Escape's Doc Holiday, Dilvin Yasa, answers your travel-related questions.

On a recent holiday, our luggage was mistakenly sent to another city where it remained for five days, but our claim for compensation for out-of-pocket expenses has been denied by the airline. What are our options?

I was quite annoyed when I read your email. There’s nothing worse than “Sorry, but there’s nothing we can do” from a service provider. So annoyed, in fact, that I emailed my contacts at the airline right away to understand why your claim was denied. Long story short, it seems wires were crossed during communications between the two airlines operating the codeshare, but you’ll be happy to know that the issue has now been resolved and they will be in touch this week to reimburse you for your out-of-pocket expenses.

Contacting the airline in question is always the first step in situations like these, but it’s helpful to remember that travellers can also make a claim for delayed luggage through their travel insurance, provided this is included in their policy. A claim can usually be made 12 hours after a bag first goes AWOL and this type of benefit (designed to cover the cost of day-to-day essentials such as toiletries and underwear) is generally excess free. Of course, you’ll need to show your insurer you’ve first tried to resolve the issue with your airline and provide them with any relevant documentation that you’ve shared with the airlines. You’ll also need to provide copies of the receipts for any essentials you wish to claim.

If reimbursement through your insurer remains fruitless, you can take your complaint to the Airline Customer Advocate which provides a free and independent service to eligible customers of major Australian airlines by facilitating the resolution of unresolved complaints about airline services. You can also file a report with the Australian Competition and Consumer Commission. The ACCC will not resolve individual complaints, but the collective data from such reports informs what they investigate and what enforcement action they’ll take. Yep, filling out the form is all about playing the long game.

This is a timely reminder to photograph your open luggage before checking it in. You’re always going to be asked for descriptions and/or proof that you own, and were travelling with, the items you are claiming (in lost baggage claims), so taking a few snaps can take a few stressful steps out of the equation.

It’s about an hour’s drive from Rotterdam Cruise Terminal to Amsterdam Airport Schiphol.

I’m taking a cruise that ends in Rotterdam. Is it better for me to fly to London to get back to Sydney? I’m not young and don’t want to take my luggage on a train to a more major airport to get home.

No need to fly to another major airport; it’s about an hour’s drive from Rotterdam Cruise Terminal to Amsterdam Airport Schiphol, or with a direct high-speed train from Rotterdam Central Station, it takes just over 30 minutes. I know you said “no trains please” but it could actually be the easiest option for you because the Dutch rail operator NS International offers a variety of services for passengers with limited mobility, including luggage assistance and help boarding and disembarking. You’ll just need to let them know you need help at least 24 hours before boarding the train by calling 030 235 78 22.

Don’t forget that your cruise line is likely to offer either a straight shuttle service to Schiphol, or a shore excursion which finishes at the airport too. Holland America, for example, has an Easy Rotterdam with Airport Transfer shore excursion you can book which will take in the city’s top sights before getting you to the airport in time for your flight. Private transfers are also available to book (check out Transfeero and Suntransfers), although prices vary widely depending on the company you book with.

You also have the option to spend a few days in London before making your way home.

If you’re keen to avoid travelling to nearby Amsterdam altogether, you can fly to London City from Rotterdam The Hague Airport where you can catch the train across to Heathrow (the Heathrow Express makes the journey in around 50 minutes, if you’re pressed for time). You also have the option to spend a few days in London before making your way home.

If you’d prefer to tack on a few extra days of holiday time but would prefer a somewhat cheaper destination, you could also consider flying from Rotterdam The Hague Airport to either Lisbon or Istanbul. Both cities offer plenty of sights to see at a significantly lower price point than London and flying with Qatar Airways or Turkish Airlines is always a wonderful experience. Something to think about.

Need help?

Doc Holiday is on duty to answer your travel questions. Email [e-mail]. Personal replies are unfortunately not possible.

Originally published as Doc Holiday's expert guide to dealing with lost luggage