Forget about a fool and his money, recent figures from the Air Transport Users
Council (AUC) show passengers and their luggage are parted to the tune of
30m lost bags a year. With Heathrow at breaking point and other airports not
doing much better, plus bad weather, increased security and creaky old
luggage systems, it’s hardly surprising that one insurance company this week
reported an 85% increase in claims for lost bags in just 12 months.
The AUC points out that 85% of bags are reunited with their owners within 48
hours. But what happens to the remaining 15%? If, after three months, the
airline hasn’t traced the owner, they come to auction houses such as
Greasby’s, in Tooting, south London. About 1,000 unclaimed items pour into
Greasby’s each month. Shoes, electricals, valuables and accessories are
removed from the cases and sold separately; the cases themselves are sold
sealed, containing only the clothes.
I’m here on a mission: hoping to find a suitcase of hen-party accoutrements
lost somewhere between Heathrow and Berlin back in June. It’s obviously a
long shot that I’d get the right week, but I’ve tried everything else and
this is my last chance. There’s another hen do in September, and I don’t
want to make any more bubble-wrap bikinis unless I absolutely have to.
Besides, one lucky couple did turn up about three years ago to find their
bag.
Queuing to pay my £100 refundable deposit in exchange for a catalogue and
bidding card, I meet Sue. “There are so many professional dealers on eBay
these days,” she says wistfully. “I thought I might get a better deal on a
used laptop here.” (Since 120 laptops a month are handed in at Heathrow
alone, she could well be right.)
Downstairs, the auction hall looks like a cross between a village hall and a
lockup: it’s a curate’s egg of unclaimed Samsonite cases, oil paintings,
surfboards and blood-pressure machines. In glass cabinets, the latest mobile
phones and MP3 players sit next to plastic bags bulging with cosmetics and
neatly brushed toupees. A library of high-altitude literature stretches from
floor to ceiling, and from the rafters hang colourful bunches of sandals and
flip-flops, like artificial bougainvillea.
Scattered around the hall, 60 potential buyers carefully inspect the piles of
wetsuits, guitars and pushchairs, and a six-man canoe, diligently
cross-checking the number on each item against its description in the
catalogue.
The back wall is piled high with luggage, though, sadly, there’s no sign of my
pink Kipling case in the great wall of Antler. Ken and Lesley are also
inspecting the cases: they got bitten by the auction bug two years ago and
treat it as a hobby. “Waiting for your lot to come up, bidding... it’s
really exciting,” grins Ken. “It can be hit and miss, though,” cautions
Lesley. “You’re paying between £8 and £10 for a case, and they’re sealed, so
you never know what you’re going to get.” How do they decide which to bid
on? “You look the cases over carefully,” Lesley says. “Then you go on
instinct. We’ve had some nice designer clothes. Just last week, I got an
Amanda Wakeley dress.” “It’s like Christmas,” Ken says gleefully. “Opening
the cases... it’s like opening presents.”
Lesley rolls her eyes and I move on. With no sign of my case, it’s time for
Plan B: finding something that will do for the hen do. In a display case of
lost souvenirs, wooden bears stand on the starched skirts of big-haired
dolls in national dress; a hand-grenade cigarette lighter (at least, I hope
that’s what it is) and a pair of Lulu Guinness sunglasses rest on a Moroccan
tea tray.
As I stare speculatively at the toupees, weighing up potential versus hygiene,
Lovejoy-lookalike Bob flicks expertly through a pile of CDs. Spotting my
chance to get some decent advice, I ask for bidding tips. “Have a good look
at what you’re interested in, then decide how much it’s worth to you,” he
counsels.
“I did get carried away once and bought a thousand umbrellas,” he admits
sheepishly. “I didn’t realise how much room a thousand umbrellas could take
up. I couldn’t even fit them in the car.”
When the auction begins, bidding is brisk: lots start at £5, rising in £2
increments. A Timberland holdall containing towels goes for £6; a Kipling
bag (my hopes soar, but no, it isn’t mine) containing men’s clothes goes for
£7. Half an hour in, I gain confidence and – against Bob’s advice –
whimsically bid on a crate containing bric-a-brac, hoping there’ll be
something hen-do-ish inside. And, sold! It’s mine for £6.
Later, in the car park, I open the box and peer inside... I have until
September to build a hen night around a torch, a pack of AF291 Hoover bags,
an M&S Easy Pasta recipe book and Flummoxed – the foreign language
bluffer’s game.
Greasby’s auctions are held every Tuesday, at 10.30am, at Longley Road,
Tooting, SW17 (020 8672 2972, www.greasbys.co.uk
). Other lost-luggage auctions take place at Wellers Auctions (01932 568
678, www.wellers-auctions.co.uk
) in Guildford and at BCVA (0117 9533676 www.dnfa.com/bcva
) in Bristol
Lost-luggage tactics
Before you fly Attach luggage tags giving your flight details and a
contact number. Customise luggage with coloured labels or ribbons. Mark the
inside of bags with your name and a contact number.
At check-in Ensure the clerk attaches barcode labels securely. Put
your baggage receipts – usually stuck to the back of your boarding pass or
passport – in a safe place.
At the airline desk Your luggage is missing. Present baggage receipts
and describe your bag. Take a copy of the paperwork, a telephone number and
the name of a supervisor before leaving the airport. Ask about expenses to
cover essential items: some airlines offer cash on request.
Two days later By now, 85% of lost luggage is back with its owners.
Keep receipts for essential purchases made during this period and get
progress reports if your bag hasn’t been located.
Twenty-one days later According to the Montreal Convention, your
luggage is now officially lost. You are entitled to a maximum of £820
compensation from the airline, exclusive of any other sums paid, but you
could do better claiming on travel insurance.
another tip for before you go is to register at http://www.bagsreunited.com which is a free service that gives you a unique tag for your bags that can be used to reunite you with your luggage if it gets lost. I found the site a couple of years ago and I've used it on every trip. I lost a bag 5 years ago and the frustrating thing was actually getting through to the airline to speak to someone. Invariably you are in a foreign country when it happens and the cost of calls is not considered by the airlines. If I had less luggage to take I'd always take it on as hand luggage.
Andy Scott, Edinburgh, UK
I have been hearing a lot in the press concerning RFID which I think is going on test at London Heathrow. This will stop lost luggage, so they say. My question is, what happens when my bag departs heathrow, how will the RFID system find my bag in India or somewhere in Europe. I don;'t think it will. My company has recently become members of a system called baggagepin. All our employee's have been given access to the service which has at the very least give them a little comfort when away on company business.
International Intelligence Limited
Alex Bomberg, Stroud, UK
I travelled from heathrow London to India Ahemdabad, Gujarat with my mum who is disable. I lost my largest suitcase with all my expensive sarees, and mums disability shoes and all her clothing with essential medication and cosmetics for her, the most precious thing we have lost is my grandmothers old photo which was the only one we had we were bring it to India to have it colour painted and we would like to recover this, plus some gift items etc. The suitcase never reached Ahemadabad we were told it has been 23 days now and was told it was at heathrow, my daughter went there to identify the case but when reached at heathrow they said she was not allowed to go in to identify and we are still await ing our case.
No compensation can give us back our grandma's image. which was the only photo we had.
I would be grateful if anyone can suggest me how to get this back from heathrow airport authority.
Vimla Deolia, Hounslow, U.K.
My bag hasn't even managed to make it from Heathrow to Aberdeen after almost 3 weeks. What is most frustrating is that they located the bag within a week of it going missing, confirmed it was at Heathrow and then lost it again. I am beating my head against a brick wall trying to get anyone at BA to help me, and there were some really important things in the case that I am devasted to lose. I would happily to go London myself and look fro it, but they say that's not possible...
Pat Murray, Aberdeen, UK
My luggage was lost on 10 September from London Heathrow/Lisbon to Cape Verde. Its now 12 November and we have just had delivered both cases!! No explanation nothing just had a text message from TAP (Portuguese Airlines) to say it was being delivered. I dont know why - I did email the world last week but whether that helped I do not know. The luggage tags show it was registered with the wrong name and it went to Angola in Africa. My treasured teddy who was in the case has a tale to tell if he could speak!
Rachel Stringer, Poole, UK
I flew to the UK with my kids August 3 for a family wedding. One suitcase made it to Heathrow and didn't make it to Newcastle. 3 months on no bag. Kids school books in it and can't be replaced. If the bag was seen at Heathrow, where is it now and who has it? Any ideas would be helpful.
Jean Blundell-Caulfield, Melbourne, Australia
I arrived in UK end of August courtesy of Thai Airways complete with my bags from N.Z. 1 week later I left for a hiking trip to Corsica flying B.A. Checked my bag in at Gatwick and thats the last time I saw it. It is now end of October. Bloody B.A.said I could spend "up to £400". How much outdoor gear does that buy? Any way I want my stuff back not their money.
Anne Martin
Auckland
Anne Martin, Auckland,
Where DO all the missing bags go? Is there a huge pile of luggage at the other end of the conveyor belt on which the luggage is placed at check-in?
John Doe , london,
Our suitcase was lost on the return journey from holiday Milan to Manchester 23rd August 2007. We flew with FlyBe who have, in our opinion, done very little to find the case
For the first four weeks I rang every day to try and spur them along – but was constantly met with a wall of inaction. Completely ruined any memories of the holiday.
We were finally told yesterday (45 days later) that they have stopped tracing!! and we must now prove to them what was in our case that they lost. I also believe that we will receive very little compensation (not that I wanted this – I just want our case back) – I am almost at screaming pitch
Never mind the Montreal Convention ruling of max £800 per bag (that you have to prove contents of) - If an airline loses a bag – there should be an automatic payout of £1000 whilst they try and locate it Then after 45 days, another £2000 paid without any clauses. Lets see how many they then lose!!!!
Jackie Baker Preston UK
Jackie Baker, Preston, UK
This is so depressing to read this! I flew Heathrow to Lisbon to Cape Verde. No luggage on arrival. Its now 3 weeks later and nothing. Ditto all above comments on trying to get someone to do something or speak to someone. On my way home I ran through passport control and went to Lisbon lost luggage - I was shown into a warehouse - thousands of cases just sitting there. Did the same when I got to London. I asked if when they auctioned them what happened as I said my bag has my name, address and telephone number in it and on it. Guess what Alitalia told me - we dont have time to look at things like that. I said but that way you can find the owners of the suitcases - she just said there was no time to do it. UNBELIEVABLE!!
Rachel Stringer, Poole,
to Liz Gray, Glasgow,
Alitalia Lost baggage in Rome - 00390665631 and son't take no for an answer!
Robin, London, UK
I went to Accra/Ghana last December to play a concert at New Years Eve. Non of my luggage turned up in Accra and to the day my instruments are still missing. We' tried everything to track our luggage but non of the staff seems to be bothered... All i got back was my bag with clothes which i can't use anymore. I still miss a Snare Drum and a bag full of cymbals - equipment worth over £2000.-
The compensation i've got was £771,- and there was no written apology from BA.
Can't believe BA is getting away with that...
Philipp G, London,
I was on my way to a cruise of a lifetime flying from Glasgow to Heathrow with BA and they managed to lose not just my bag but also my partner's. Now since this was a posh cruise Smart and Formal wear were essential, needless to say they were all in our 2 lost bags. We got his bag bag after 10 days but 18 days later they are still tracing mine. I was in tears for the first week as after every excursion i had to try and find time to do some quick clothes shopping so not only did it ruin the trips ashore but also the fact i couldn't use the main dining room for most of the cruise as it was smart dress, I couldn't even go to the onboard nightclub as all i had were t-shirts and shorts. I was seriously considering flying back home after 4 days. Thanks to B.A and Heathrow I certainly had a holiday of a lifetime all right. I will never go near them again. If anyone knows the whereabouts of a light blue large trolley bag with an short fitting evening dress and killer heels please let me know
Liz Gray, Glasgow,
Our experience is with Alitalia. If you think BA is bad try their Italian counterpart. They lost our case on the way out to Catania and during our stay on Sicily came up with an infinite number of variations on where the case was, Catania, Rome, Heathrow, Catania again etc but it has still not materialised 25 days later. Whilst in Sicily with the help of our Italian hosts we did manage to speak to people in Alitalia but since arriving back in the UK it seems impossible to speak to a human being, indeed their Customer Service helpline actively discourages any verbal discussion and is only available between 10:00 and 16:00. Repeated e-mails only elicit automated and meaningless responses. Voice messages elicit nothing at all. Can anybody offer any advice on how to deal with such shoddy organisation?
David and Margaret Mitcham, Malmesbury, UK
My case was lost from Heathrow to JFK on 2nd July....I have phoned every week for 10 weeks up to 2-3 times a week to be told no new information on my luggage.
I went to NYC for a holiday and a birthday celebration (mine and my partners, and mine is on American Independence day so was an extra special thing planned)
I was told yesterday by a rude BA "representative" " oh well its over 45days so we won't find it now....you put a claim in yet?"
The other BA customer relations people I have spoken to for the last week reassured me they continue to look for it up to 120day then will stop.........but the girl yesterday told me a different story, and said we wont find it now!
I can't tell you have furious I am with BA.
I will never fly with them again!
Jo, Leeds,
BA lost my bag too.
My story so far is at http://balostmybaggage.blogspot.com/ - I'll be keeping it up to date as we go.
They way they treat this issue and there customers is appalling. I'd be happy to work with any of the journalist out there that want to pick this up as a story or start a campaign on this.
Simon Hadley, Subriton, UK
BA lost my bag on 23rd July, and I'm still waiting. Despite the statement above "Twenty-one days later. According to the Montreal Convention, your luggage is now officially lost." BA view the bag only officially lost at 45 days. Only 10 more to go.
Their web tracking system is not helpful. The lost baggage telephone line is more helpful, but all they seem to be able to do is check whether it has been scanned again (my bag never left Heathrow), and to send requests to the baggage people to have a look for it.
Overall I'm not impressed. I will now do whatever I can to not fly via Heathrow. Also to plan and think carefully about the essentials I carry with me, and the things I'm willing to sacrifice to the hold.
JJ, Munich,
Anyone travelling to South Africa - beware! If there is anything of value in your bags, it WILL disappear! We have the smartest staff at pilfering in Joburg's new OR Tambo airport. We have had many programs highlighting this "problem" on South African TV and yet it continues relentlessly. It helps slightly to lock your bag and to shrink-wrap it, but this does not guarantee it will not be broken into and leather jackets or nice shoes removed! I have had 3 bags cut in the last two years. Want to know how to get airport authorities in SA to drag their heels? Report a broken bag to them!
Anthony, Durban, South Africa
we went to India for a month's holiday, only to land without any of our sutcases.After 5 days we got one bag back but totally damaged.after 20 days got the 2nd one with items missing.The third one is still missing.Despite calling them up almost everyday the system is not updated.How can a suitcase vanish when we have given the exact description, model name etc. british airways really managed to spoil our trip and we don't even get an apology from them.BA do not value their customers.
Dr I Banerjee, Scotland, UK
My luggage has been missing since the 5th August.I travelled from Manchester to London Gatwick. I have had an electronic response to an e mail saying due to the high volume of correspondence I may not receive a reply for 28 days-so far I have not. I received a reference number at Gatwick on the evening of the 5th August and I have been tracking my luggage on line.This system does now include an update of the contents of my suitcase which I had previously faxed to them. So far nothing! It is not encouraging to hear colleagues say that when they arrived back at Gatwick last week the luggage hall was piled high with abandoned suitcases. There is a Breach of Contract here. BA undertake to transport my goods and deliver them to me at the end of my journey as that is the only method of carrying them in the transport provided. It is not about claiming on insurance or compensation.Items in this suitcase had a value to me. I am not unique in this situation be I see nothing being done to rectify
Jenni Knights, Dorking, Surrey
My bag was lost at Heathrow ( I am assuming) while connecting from Cairo to Vancouver on 14th August. I am still waiting 9 days later for any information on my bag.
British Airways gave me a Visa Electron card with a value of £150 credit on it that does not work in North America. The information pack with the card tells you to go to Travelex which I did. Travelex tell me BA do this all the time even though they have been told the cards dont work! When I call the phone number BA provided me at the airport, they will only give me a fax number to use to contact someone about the bogus card. When I asked why I have to fax they told me its because BA document everything! What a joke. If they did then how come they can't tell me where my bag is?
In response to the question "does BA really care about their customers?" , the answer is a resounding no
Angela Armsby, Camberley,
I have now been awaiting the retrieval of my bags - lost somewhere between heathrow and Oslo, for 28 hours. I desperately need the bags as I have a series of lectures to deliver here in Oslo. The people at Oslo airport have sent 7 fax messages ot British Airways requestiong a trace. Not one fax has been answered. Does BA really care about their customers - and do they care about their reputation? They should, it is going down hill very fast - along with that of Heathrow!
Dr Paola Ferroni, Perth, Western Australia
This is a bit like looking on e-bay to try to get your nicked property back. As with bringing Japanese grey import passenger cars into Southhamption, when the CD is nicked, the security staff would be your first port of call. Think "Thiefrow" sums it up. Britain, it's a tip.
Andrew Milner, Karuizawa, Nagano
Who profits from these auctions of lost luggage?
And as far as used laptops are concerned, isn't there a huge danger of people's personal details still being on them, leading to identity fraud?
It makes me very uncomfortable that someone could have a free-for-all on my belongings, when an airline is at fault for failing to track me down.
Jenna Hastings, Durham,
I have been for many years Lost and Found employee with the late Pan Am and lately at United Airlines until retirement. Along the years I have seen some kind of evolution in the systems used to track the lost baggage and they do work. Among the 15% of those bags that never show up there is always a percentage of fake clams. This people who check a small item like a club bag or so and when they recover it take off the tags with the bar codes and come to the baggage claim stand and describe their lost item as a very big bag with plenty of inexistent luxury items. We give them a form to fill out to describe the contents and you should see when you have to process this info that this young boy (usually in late teens or early twenties) resulted in a hidden magnate that wears only Dior, YSL, and Versache attire. Lately this made us witness very comic situations when we show them the recorded video of their behaviour. Cameras are very useful. Airport security pays.
Enrique Santiago, Buenos Aires, Argentina
Have we lost our minds? This is plainly wrong.
They basically stolen your bag and then they are selling it.
Alan Cunningham, Ashford, UK