[Julia Tang]

On August 22, three of us were flying to London from Taipei with Eva Air- one of the Top Ten International Airlines. (Travel & Leisure)
Not until we couldn’t find our luggage did we realize the three-letter airport code and dates on our bag tags were wrong. We tried to report lost luggage to EVA Air, but the airline counter was closed , and no one could enter the information of our tickets with attached bag tag details into a tracing system . We could not get a copy of the lost-luggage report, or local telephone numbers to call for updates; not to mention to check EVA air's website for updates. Customer-relations manager? There isn’t such a thing. They could not care less about customer satisfaction, even if we're very frequent fliers with them.

At that moment we didn’t ask the airlines about its reimbursement policy for replacement toiletries and clothing because we believed that they would deliver the suitcases soon, and meantime we had to attend business meetings with inappropriate attire. The samples and data, which we were going to present and demonstrate at the meeting, were in the missing luggage.

Six hours later, we were finally able to reach the call center in Taiwan and they kept transferring me and averagely I was on hold for about 10 to 20 minutes. We also asked what hours their lost bag service center in London is open for taking phone calls. Again, little did they know about anything. There was no way of knowing what had happened and how long we were going to wait for our suitcase to arrive. No one could tell us our luggage was either delayed or missing. Was it ever loaded onto that flight?

The next day we flew to Moscow nervously. EVA Air never knows how unpleasant it is to be stuck in the same clothes for over 40 hours and they don’t care at all. Fortunately, our luggage showed up at Moscow airport.

The airlines refused to compensate us for the inconvenience of delayed bags. They even told us that we should have argued with the lost baggage claim representative at Heathrow Airport. They also indicated we were upset because we girls couldn’t find our DRESSES for the business meetings. So was it all our fault?? Being a woman passenger or flying with EVA Air?

[jimworcs]

Outrageous. They are responsible for your losses. As your bags were lost in an EU country, you might consider claiming compensation under EU rule 261. You were entitled to purchase a change of clothes and charge the airline.

[Julia Tang]

Thank you for your reponse.
That's much faster than EVA Air!!

We are not celebrities, so they wouldn't bother to reply.
The "authorities" or "high-level officials" never talk to any of us...
We'll read EU rule 261 thoroughly, but I guess there's not much we can do...
I have written two letters and EVA Air doesn't care.
Thanks again.

[mjhelpme]

I can only agree how frustrating it is when you leave something on a plane and you get no help from anyone - if anything get treated like a joke. Somehow a family heirloom which was tied around my neck came off while on the plane (it was the last thing I touched before entering the plane) and i only realised just before the passport check that it wasn't there. I tried all kinds of avenues from going back to the gate i exited to calling EVA lost property with the same response. In the end i accepted the loss but told the customer service person that if someone had found it and not tried to find the owner (me) they would get their karma coming back at them twice as bad. It was a carved deer antler that was of a pair and I'm hoping one day that it will find it's way home. I have noticed EVA has put a lost and found registry on their website for 2010/11. Wish they had it back in 2006

[Brody]

I do not know about the excatly but TWA of USA,British Airways,China Air,Air France and the Emirates are considered to be the best in the world.

[jimworcs]

Brody,
Your information is unbelieveably dated. TWA has not existed for at least 10 years, having been taken over by AA. Air France and BA are long since surpassed by Asian and Middle Eastern carriers. Skytrax provides an excellent guide to the worlds best airlines for those who are interested.

[lostinlondon]

Originally Posted by jimworcs

Brody,
Your information is unbelieveably dated. TWA has not existed for at least 10 years, having been taken over by AA. Air France and BA are long since surpassed by Asian and Middle Eastern carriers. Skytrax provides an excellent guide to the worlds best airlines for those who are interested.

Some give outdated information, some give incorrect one... EU261 does not address the issue of delayed baggage. The Montreal Convention does. Passengers can claim up to 1131SDR (Special Drawing Right) of justified expenses. A claim must be filed in writing with the airline within 21 days of the baggage being delivered back.

[jimworcs]

Quite right!

[victoria stiles]

Thanks for the nice advice. Every one is very helpful on this forum.

[samson smith]

Useful opinions.....thanks to all..!!