I recently completed my first USDM *A redemption and flew all J to KEF SYD-BKK(TG)-IST-OSL(TK)-KEF(SK). We had 4 legs to get there and when checking into our first (TG) flight in SYD were advised that we could check our luggage all the way through but may wish to collect it and re-check halfway through to minimise the chance of the luggage going missing given how complicated the itinerary was. So we just checked it SYD-BKK-IST. When we arrived in IST we went to the TK transfer desk (as our next flight was on TK) and explained our situation. We were assured by TK that we did not have to collect our luggage and recheck and that they would do it for us and tag our bags through to KEF (they entered our details and original luggage tag details into their system and gave us new luggage tag details and boarding passes.
Naturally, when we arrived at KEF our bags didn't. We spoke to lost luggage there which is managed by Iceland Air (FI) on behalf of SK. They told us TK almost certainly never rechecked our bags for us and they were most likely still at IST. They lodged a normal missing baggage claim and advised us they would call each day with an update and once they located the bags would deliver them to us anywhere in Iceland, which was acceptable to us.
Next day, no update. 2 days later we were advised that 1 of the 2 bags had arrived into KEF and would be sent on a bus to the town near where we were staying (which was about 2 hours from KEF), and then delivered to us at our hotel and would arrive at noon. We waited at our hotel until 1pm with no sign of the bag. I eventually got onto FI who advised me that the bag had been at the local bus station since noon and I needed to collect it myself.
3rd and 4th day, no update. On day 4 I rang FI lost baggage to ask and they said they had absolutely no idea where the bag was. I advised them we would be flying KEF-TXL that evening so if they found the bag after that time they should send it to TXL. When we landed at TXL at 6am we went to the SK counter who told us to go to the LH counter who told us to go to the SK counter who eventually assisted and advised us that the missing bag was being sent from CPH (???) and would arrive around 10am. We requested the bag be set to our hotel rather than waiting at the airport for 4 hours after coming off a red-eye flight (as we had been advised it would be delivered to wherever we were), SK refused saying we had to wait and collect it ourselves. 4 hours of waiting later we eventually got the second missing bag, 5 days after we landed in KEF.
We have travel insurance that covers the cost of replacement essentials due to delayed baggage. We had quite a few items in our hand luggage (spare clothes, some toiletries) so just managed with what we had for our time there rather than wasting money. We have no blanket 'delayed luggage hassle' type benefit in the insurance.
I was really disappointed at how the whole thing was handled. It was TK's fault for not doing what they said they would do but neither TK, SK or FI wanted anything to do with it and it was up to us to follow them up every step of the way as if it was our fault. I coincidentally met someone in IST who works in TK's complaints department who I explained the situation to and he advised I should write a formal complaint seeking compensation ie TK miles which he thought I would probably get. I am not a TK M&S member and have no need to be apart from this.
Should I seek compensation? It wasn't so much a problem that we didn't have our luggage it was more a problem of the time we wasted trying to contact them, waiting around etc. If I seek miles should I suggest an amount I think is fair and reasonable? Any suggestions as to what amount this might be? I would love USDM miles but would need to work out what to use TK miles for as I won't be travelling to Europe (or IST) again for a few years.
Thanks
Naturally, when we arrived at KEF our bags didn't. We spoke to lost luggage there which is managed by Iceland Air (FI) on behalf of SK. They told us TK almost certainly never rechecked our bags for us and they were most likely still at IST. They lodged a normal missing baggage claim and advised us they would call each day with an update and once they located the bags would deliver them to us anywhere in Iceland, which was acceptable to us.
Next day, no update. 2 days later we were advised that 1 of the 2 bags had arrived into KEF and would be sent on a bus to the town near where we were staying (which was about 2 hours from KEF), and then delivered to us at our hotel and would arrive at noon. We waited at our hotel until 1pm with no sign of the bag. I eventually got onto FI who advised me that the bag had been at the local bus station since noon and I needed to collect it myself.
3rd and 4th day, no update. On day 4 I rang FI lost baggage to ask and they said they had absolutely no idea where the bag was. I advised them we would be flying KEF-TXL that evening so if they found the bag after that time they should send it to TXL. When we landed at TXL at 6am we went to the SK counter who told us to go to the LH counter who told us to go to the SK counter who eventually assisted and advised us that the missing bag was being sent from CPH (???) and would arrive around 10am. We requested the bag be set to our hotel rather than waiting at the airport for 4 hours after coming off a red-eye flight (as we had been advised it would be delivered to wherever we were), SK refused saying we had to wait and collect it ourselves. 4 hours of waiting later we eventually got the second missing bag, 5 days after we landed in KEF.
We have travel insurance that covers the cost of replacement essentials due to delayed baggage. We had quite a few items in our hand luggage (spare clothes, some toiletries) so just managed with what we had for our time there rather than wasting money. We have no blanket 'delayed luggage hassle' type benefit in the insurance.
I was really disappointed at how the whole thing was handled. It was TK's fault for not doing what they said they would do but neither TK, SK or FI wanted anything to do with it and it was up to us to follow them up every step of the way as if it was our fault. I coincidentally met someone in IST who works in TK's complaints department who I explained the situation to and he advised I should write a formal complaint seeking compensation ie TK miles which he thought I would probably get. I am not a TK M&S member and have no need to be apart from this.
Should I seek compensation? It wasn't so much a problem that we didn't have our luggage it was more a problem of the time we wasted trying to contact them, waiting around etc. If I seek miles should I suggest an amount I think is fair and reasonable? Any suggestions as to what amount this might be? I would love USDM miles but would need to work out what to use TK miles for as I won't be travelling to Europe (or IST) again for a few years.
Thanks
