By Christopher Elliott | Travel Troubleshooter
Q: JetBlue lost my all-important bag for 43 days as I left on my 50th anniversary trip to Greece with my children and grandchildren. The bag contained necessary medications for our 30-day stay along with my hearing aids, clothes, wedding dress for my vow renewal and heirloom items for the ceremony.
The loss of this bag caused extreme stress and ruined what was supposed to be an epic trip of a lifetime. My husband called almost every day and sent 26 emails through their message board.
JetBlue has offered $181, and that doesn’t even cover the clothes and medications (not all were able to be filled) we had to scramble to find before our cruise. Can you please help? — Jean Michielli-Pendl, Dunkirk, N.Y.
A: JetBlue should have found your lost luggage quickly and returned it. Why didn’t it? I can see that you had a busy itinerary in Greece. Based on your correspondence with JetBlue, it looks like the airline had a hard time coordinating a delivery.
Still, JetBlue offered you only $181, which did not even cover the costs of the clothes and medications that you had to purchase while you were in Greece. It should have done better.
Your right to a refund is outlined in the Montreal Convention, an international treaty that established rules and limits regarding airline liability for baggage. When dealing with a loss on an international flight, you’ll want to refer directly to the convention text if you think your airline isn’t compensating you appropriately.
Article 22 of the convention sets the liability limit for damages associated with delayed passenger baggage at about $1,700. JetBlue’s offer was well below that.
You say that the loss of the bag caused extreme stress and ruined your trip, and that you are seeking reimbursement for the $2,445 you spent trying to survive in Greece for a month. You provided a detailed timeline of your communications with JetBlue, which included requests for the bag to be delivered to your hotel in Athens and then later to your home.
JetBlue asked you to submit receipts for your out-of-pocket expenses and you also provided a list of the contents of the bag. So what went wrong?
You’ve repeatedly mentioned that losing the bag caused you distress. Unfortunately, there’s no provision in the Montreal Convention for pain and suffering. You also mentioned that you lost an heirloom — your wedding dress. Airlines often exclude items like heirlooms from their liability, which may have caused some confusion during your claims process. And never, ever check essential medications or hearing aids. Always put those in your carry-on luggage. I have more on luggage reimbursement in my free guide to finding your lost luggage.
You might have appealed this to one of the executive contacts at JetBlue. I publish the names, numbers and email addresses of the JetBlue customer service managers on my consumer advocacy site, Elliott.org.
I contacted JetBlue on your behalf. The airline agreed to review your claim and revised its offer. It offered you an additional $900 with a $400 JetBlue credit.
Christopher Elliott is the founder of Elliott Advocacy, a nonprofit organization that helps consumers solve their problems. Email him at [email protected] or get help by contacting him on his site.