Iberia promised to deliver our missing bag — where is it?

By | September 9th, 2016

When Peter and Ruth Hume’s checked bag goes missing on Iberia Airlines, can our advocates help them get it back?

Question: Our checked luggage went missing June 4 on a flight from Madrid to Orly Airport in Paris. We should have told Iberia to ship it to Vancouver where we were headed, but they assured us at the desk that it would get to our hotel near Charles de Gaulle Airport that evening.

It did not.

Apparently, the courier delivered it to our Paris hotel when we had already boarded our flight to Vancouver.

So where is the bag? We were told the courier would bring it back to the delayed baggage area in Paris. Now, we have no idea.

We have many friends in Spain and Portugal, eight of whom we visited on this trip. So even if you think that two Canadians might never return to Iberia, this is so untrue. We are the adopted grandparents of two wonderful children who live in Madrid and hope to see them every two years for the rest of their lives.

One lost bag might seem like absolutely nothing to you, but to us it means everything.

I can’t even imagine telling our friends that the gifts they gave us are lost, especially when the bag is probably sitting all by itself in a baggage room.

We are probably due compensation, but all we want is our bag returned. Can you help us get our bag back?

Ruth Hume, Vancouver, Canada

Answer: There is nothing more frustrating than knowing where your bag is and pleading incessantly for someone to just look for it.

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You’re absolutely right. It would have been easier for Iberia to check your bag through to Vancouver, because once it tried — and failed — to assure a local delivery in Paris, your bag’s location was less certain.

Iberia’s lost baggage site says that it tries to deliver mishandled luggage within 24 hours of arrival at your destination, and most bags are delivered within 72 hours. Because you were leaving Paris the next morning, the courier service didn’t have much time to get your bag to you before you took off for Canada.

But you shouldn’t have to wait quite as long as you did to reconnect with it. You might have sped things along by writing to the Iberia executiveswhose contact information we publish on our site.

Before you knew about our site, you phoned the Iberia lost baggage office daily for three weeks. Eventually, you found the email contacts and also wrote to our advocates for help.

We contacted Iberia, but before they responded to us, the airline let you know that your bag had been located and loaded onto a plane bound for Vancouver.

It took a month and a bit of perseverance, but you were more than satisfied to see your bag — and all its contents — back home with you. You could have claimed compensation for the delay, but you were happy to be able to call your friends in Madrid and tell them about the ordeal you went through, just to have their gifts returned to you.

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  • Rebecca

    I’m really glad the OP got her bag back. It’s nice to hear a story where someone wants something, to which they’re entitled, and isn’t trying to get a ton of extra compensation or to get some agent at the airport fired. Honestly, I think for all this hassle she’s actually entitled to at least a non-form letter apology and a small voucher to apply to her next flight to visit her grandchildren. Patience and perseverance pay off, and hopefully she gets back that good karma she spent not calling for someone’s head and/or a brand new Versace suitcase for her troubles.

  • AAGK

    How unnecessary when they could have notified the hotel upon check-out and arranged for it to forward the bag to Vancouver upon arrival. A proper tip to the concierge/manager would have cemented this.

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