Easing the Travails of Lost Luggage

Consumers cannot do much to prevent their baggage from becoming lost, but they can do a few things to make the experience less painful, says consumer advocate Christopher J. Witkowski.

When packing luggage, says Witkowski, executive director of Aviation Consumer Action Project, consumers should assume they may never see their bags again--and pack accordingly. He advises consumers to follow these steps:

* Never pack valuables or irreplaceable items, such as jewelry, medicine or business records, in checked baggage. Put valuables in a carry-on bag. Include a change of underwear in the carry-on bag, too.

* Put your name and address on the inside of your bag as well as the outside. If the outside tag is torn off, there is still a way to identify the owner.

* Lock your bags. It is a fact of life that some personal belongings are not lost, but stolen. If there’s evidence that the lock has been tampered with, and items are missing, notify the airline.

* Ask the airline if its insurance covers all items. Some airlines will not reimburse you for lost musical instruments, computer equipment or cameras. Other airlines will allow you to buy extra insurance for those items.

* Choose a direct flight rather than a connecting flight whenever possible. A missed connection is a leading cause of lost baggage.

Witkowski also suggests that consumers check the airline’s track record on lost baggage by contacting the U.S. Department of Transportation at 202-366-2220. DOT keeps a monthly score card on missing baggage complaints for the 13 largest airlines.

If your bags are lost, Witkowski offers these suggestions:

* File a claim report with the airline before you leave the airport, while your memory is still fresh. You must submit a list of lost items, telling the airline where you bought them and how much you paid.

* Ask to be reimbursed for lost clothing or toilet articles while the airlines search for your bag, especially if you are away from home. Most airlines will not give you anything until your bags have been missing for 24 hours. Be firm if your case is urgent--for example, if the airline lost your wedding gown.