Lost Luggage: Who is Responsible for Refunding You?

The last thing on anyone’s mind when they’re heading to the airport is whether or not their airline is responsible for refunding them in case their luggage is lost or stolen. However, this is exactly what happened to Josh when KLM Airlines lost his grandmother’s wheelchair on a flight from Amsterdam to JFK International Airport. Despite his efforts to locate the wheelchair using an AirTag, the airline refused to refund him, stating that their responsibility ended at the baggage carousel. This led Josh to seek help from Seth Kugel, a New York Times columnist who runs the ‘Tripped Up’ advice column for travel-related queries. Let’s take a closer look at Josh’s story, explore when an airline’s responsibility for your luggage ends, and discover some tips to prevent this from happening to you.

Josh’s Story: A Lost Wheelchair and a Refused Refund

Last November, Josh traveled with his 86-year-old grandmother on a KLM flight from Amsterdam to JFK International Airport. Although on previous flights, the wheelchair was waiting for them at the jet bridge, this time, they were informed that it would be at the baggage claim. However, when they arrived, the wheelchair was nowhere to be found. After seeking help from Delta, who handles KLM’s baggage services at JFK, they were informed that the wheelchair had arrived but could not be located. Despite Josh’s efforts to get a refund, the airline refused to take responsibility for the lost wheelchair.

When Does an Airline’s Responsibility for Your Luggage End?

In the past, airlines used to verify that each passenger claimed their luggage through claim tickets at terminal exits. However, this is no longer the norm, and anyone can potentially steal your luggage from the baggage carousel. According to KLM spokeswoman Elvira van der Vis, the airline’s responsibility ends when the luggage is placed at the passenger’s disposal at the carousel. However, when Seth Kugel contacted seven major U. S. carriers, only American Airlines provided a clear answer, stating that they accept full liability until the bag is returned to the customer. On the other hand, United Airlines claims on their website that it is the passenger’s responsibility to claim their checked baggage at the carousel, and they do not verify the identity of the bearer at the destination airport.

Tips to Prevent Your Luggage from Getting Stolen

While the thought of someone stealing your luggage at the airport can be unsettling, it is actually quite rare. For instance, even Seattle-Tacoma International Airport reported only 477 cases out of 30 million bags in 2022. However, there are some tips you can keep in mind to prevent this from happening to you. Firstly, consider the value of the items in your luggage and whether they are likely to be stolen. If you’re traveling with expensive items, try to arrive at the baggage carousel early and make your luggage stand out to prevent others from confusing it with theirs.