Norwegian Air Rep: Please contact World Tracer at Stockholm Arlanda Airport sir.
Me: Will I be given any compensation? My brand new camera was in that backpack as was all of my camping gear. I was planning on camping but now I’ve had to stay at a hotel. I’ve also had to buy new clothes.
Norwegian Air Rep: After 21 days, when your bag is officially declared lost, you can file a claims report.
Me: I paid 40$ to check my bag. Then you lost it. Will you at least reimburse my 40$?
Norwegian Air Rep: No, we can’t do that.
Me: Can you offer me any help? A condolence? An apology? Anything!!!???
Norwegian Air Rep: Thank you for calling Norwegian, good bye.
I have always loved Norwegian Air. Not only because I’m a proud half Norwegian but because it really is a great budget airline. They fly to all my favorite places such as New York, Oslo, Stockholm, and Bangkok, and get me there for cheap.
Unfortunately, following this phone call, I’ve had to rethink my relationship with Norwegian. I understand it’s a low cost carrier. It’s as they say, a no frills / get what you pay for kind of deal. But when you pay extra for a bag, you expect it to at least arrive. And when it doesn’t, you would expect the airline to take responsibility and offer some kind of apology. Is that asking too much?
Your Backpack Is Delayed, What Next?
You watch as the last person retrieves their bag. You look towards the black flaps in desperation, praying your bag might pop out next. But 20 minutes pass and you’re still left backpack-less in a foreign country.
It’s time to go to the baggage service counter and fill out a missing baggage report a.k.a, Property Irregularity Report. Be sure to be as detailed as possible, providing multiple contact numbers, addresses, and a description of the bag and it’s contents.
In the days following try and stay hopeful and be proactive. Most airlines use a third party baggage recovery service. Norwegian and SAS both use World Tracer. On their website you can check the status of your bag. You can also call them and send e-mails. No one will respond but keep trying.
It’s very convenient for airlines who now don’t have to deal with you or your lost bag. Check out Norwegian Air’s Awful Delayed Bag Policy for yourself.
It’s Been 5 Days & You’re Bag Is Still Missing
If your bag hasn’t arrived after 5 days the probability that you will ever see it again diminishes significantly. On Norwegian Air’s website and many others, they claim that the search will now be transferred to their headquarters. What that actually means is very unclear.
If you’re near the airport, it doesn’t hurt to visit the baggage department and demand to search for yourself. At Stockholm, Arlanda airport this can be found at terminal 5.
How To Get Compensation For Your Travel Expenses
Most airlines offer reimbursement for expenses related to your delayed bag. These can include new clothes, toiletries, transport and possibly a hotel. However, the amount of compensation varies among airlines and is usually very low.
In order to receive financial compensation you must file the claim within 21 days of your delayed bag. And you must do this not by email but by post. Be sure to include your bank account details and original receipts. Could they make it any more slow or arduous?
It’s Been 21 Days & Your Bag Is Lost
After 21 days, your bag is officially declared lost and the search is over. You still don’t get an apology because apparently no one is responsible. All you can do now is try and salvage your budget by filling a lost baggage claim report.
How To Get Compensation For Your Bag
When you call the airline about your lost luggage most will try and convince you to seek compensation from your travel insurance company. If you don’t have any, they will reluctantly send you a form. You then have to fill it out, include receipts of all items in your bag, your ticket, and property irregularity report. Even if the contents of your bag were brand new, like my beautiful Panasonic Lumix GX7, they will only compensate you for half the value.
How Norwegian Air lost a bag on a direct flight from London, Gatwick to Stockholm, Arlanda is beyond me. The level of customer support is laughable and the lack of an apology fills the soul with rage and frustration.
Although I’ll still end up flying with Norwegian, I definitely won’t be paying 40$ extra to check my bag ever again.