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IN RECENT WEEKS, attention has been drawn back to the aviation industry as hundreds of airline passengers have faced issues with their baggage arriving either late or being lost altogether.
Baggage piled up in Dublin Airport’s terminal has become a more common sight for travellers returning home from abroad.
This luggage is mainly being left within the baggage carousel area of the airport, immediately after passengers clear passport control.
As the issue has become more pronounced, the Government has begun engaging in meetings with airlines over the problems, with Transport Minister Eamon Ryan meeting with both Aer Lingus and Ryanair in recent days.
It has also seen calls for Aer Lingus to appear before the Oireachtas Transport Committee, with the Committee chair hitting out at their refusal to attend next Wednesday.
Kieran O’Donnell said it was “unacceptable” that the airline executives refused to appear next week, however Aer Lingus has said that it offered to appear before the Committee at a later date.
“Aer Lingus offered to attend a Committee meeting at a later date and to answer in writing any specific questions that the Committee had in advance of that meeting,” the airline said.
Speaking yesterday, Ryan said that the situation in Dublin Airport “remains tight” particularly on the baggage issue.
“That problem is primarily coming from incoming flights, particularly if the flight was a connecting flight, the bags aren’t coming at the same time as the passengers and then arriving late and at volume and presenting real difficulties for passengers and airlines.
“That has to be resolved and I was asking Aer Lingus today, I said ‘what can the airlines do’ because its a network problem. Its whats happen in Schiphol and Heathrow and all the other airports are having knock on consequences here.”
He added that baggage is being removed from the arrivals hall of Dublin Airport and that it is being moved to a seperate baggage handling facility, so people can access and find their bags.
“There is a lot more work to be done. The problems in the airport, not just in Dublin but across Europe, are not yet resolved but they have to be. It’s not satisfactory the current level of service.”
When asked by The Journal about ongoing issues with lost baggage, a spokesperson for Aer Lingus said that it was aware of the widespread disruption.
“Aer Lingus is aware of widespread disruption and resource challenges across many airports (most notably London Heathrow, Amsterdam and Paris) and among third party suppliers,” said the spokesperson.
“These issues are outside of our control but are resulting in some customers experiencing a level of service below what they expect, including delayed baggage at Dublin Airport.”
The airline says that the issue is being caused by bags being transferred from one flight to another or from one airline to another.
“Our team on the ground is continuing to work closely with all the relevant handling agents to retrieve delayed or misdirected baggage as quickly and efficiently as possible,” added the spokesperson.
The Dublin Airport Authority (DAA) has said that it is currently liaising with both airlines and ground handling companies on the issue of lost baggage.
“We are liaising very closely with both the airlines and their ground handling companies in relation to these issues, the root of which lies in the significant staff hiring challenges that are facing all companies operating in the aviation sector currently,” DAA’s Media Relations Manager Graeme McQueen said.
What can impacted customers do?
According to the Competition and Consumer Protection Commission (CCPC), airline passengers have got a series of rights when travelling to or from an airport within the EU.
For passengers who have issues with luggage in particular, including luggage being stolen, delayed, lost or destroyed, their rights are set down in the ‘Montreal Convention’ on air carrier liability.
“These rules mean that when a consumer checks-in a piece of luggage, the airline is liable if something were to happen to it,” said a spokesperson for the CCPC.
“Where luggage is delayed or lost (i.e. has not been located within 21 days) consumers are entitled to claim compensation from their airline.”
The CCPC has said that the value of the compensation that people receive may be limited by the regulations of the Montreal Convention.
The spokesperson added that in most cases, airline passengers who have any issues with luggage will be asked to fill out a Property Irregularity Report (PIR) as part of the compensation process, which may seek receipts for lost items.
There is currently no dedicated regulator for the Montreal Convention in Ireland, leading the CCPC to advise any passenger unhappy with an airline’s response under the Convention to go through the complaints process of the company.
“If their complaint to the airline remains unresolved and where the compensation claim is for €2,000 or less, the consumer can use the Small Claims Court procedure. Alternatively, they may seek independent legal advice, should they wish to pursue the matter further.”
When travelling outside the EU however, the CCPC advises passengers to examine the terms and conditions of their flight bookings for details on their rights.
The phone numbers for the lost property services of airlines and ground handlers in Dublin Airport are:
Aer Lingus have called for customers to log their missing baggage before leaving the airport through their customer service desk or through a self-service kiosk
This will create a missing baggage file, which customers can track here.
“Once a delayed bag is located it will be forwarded to the relevant airport if required and then set up for delivery to the address provided by the customer in their baggage file,” said a spokesperson for Aer Lingus.
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Day 17 and still no baggage. Wonder what happens on day 21. Probably a list of excuses as to why we can’t be compensated
@Ger Power: that is absolutely terrible. With computer systems as they are, they should know exactly where it is and how to get it to you.
@Ger Power: know somebody who just asked could they go in and have a look. Found their bag straight away. Worth a try.
@Ger Power: Sorry to hear…….. Another annoying thing is that the airlines will probable generate more money on the back of this with everyone paying to carry on their 10kg bag to avoid it getting lost.
Checking in luggage really only works if you can get it back at your destination. If they can’t make that work then you should be allowed bring all your suitcases on board as if it was a military transport.
@Sean: And how is ment to be all stored in over head compartments. Please explain?
@Mark Dit: well it would work the same way it does in the feeder bus that takes you to the plane? they’d have to take out a few rows of seats first obviously to make space which would eat into their profits but that is their problem and not mine. If they are running a 3rd world baggage reclaim service as they clearly are that will be entirely in keeping with the flight offering.
@Sean: a few problems with that. first, they couldnt be arsed. second, a bus isnt the same as a plane, weight needs to be distributed somewhat evenly, baggage needs to be secured. Third, it would be some hassle trying to wheel a large 20kg/25kg bag onto a plane as well as smaller cabin bag. It will seriously slow down securing the cabin and delay flights…… Bonkers idea
I lost the bags under my eyes in Dublin airport
There’s someone somewhere sweating balls because they have a suitcase full of contraband up there.
Always check the other carousels before giving up.
Went through Dublin Airport recently and was waiting for my bag at carousel 6 where i was told to collect….waiting ages and nothing, everyone else bag came through. I met a couple of ladies who’d been waiting for 2 hrs for theirs and thought i might end up the same way. Went wandering along the hall to find someone yo ask and sure enough, 3 carousels down ,there was my bag?!?
I told the other ladies to do the same, the sorting system is all over the place.
@Dawn Harvey: probably full of vibrators.
I wonder if Trash Taste podcast ever got there 50 grand worth of camera equitment back from Aerlingus?
Day 15 of my mobility scooter in delayed baggage, possibly in Heathrow. Im disabled and not able to leave the house without it. Updates promised by Aer Lingus many times but not forthcoming. Also wondering what happens on day 21 when it will be considered lost by Aer Lingus.
The carmelites in Aungier St hold a novena every Monday night for people who have lost their luggage, apparently it’s very successful.
Well for some of on Holidays
@Betty O Sullivan:
Salty
(The sea on the costa, as well as your comment)
@Betty O Sullivan: Not the first time you’ve made that comment.
@Paul Hedderman: oh Shrup
@Betty O Sullivan: Oh bitter Betty is back.
@Franny Ando: oh Shrup ill give you a tick ear
@Betty O Sullivan: shrup betty. All the same don’t mind them. Very few on here have a sense of humour.
@Betty O Sullivan: You’re quite right Betty. There’s far too much of this Holiday nonsense going on. About time someone with descent common sense stood up and told it like it is. Well done Mrs!
@Paul Gorry: How dare you Sir insult the institution that is Betty! She represents a certain unwaivering attitude not seen since the 1980′s. More like her, I say!!!
@Betty O Sullivan: Give me a tick ear too Betty? I want it! No other woman can wear a floral dress like you, while holding that one-arm on the hip so nonchalantly. A fag in the mouth would complete the vision. The epitome of 1980′s fem. I love
@Paul Gorry: on here? It’s a comments section on a news website. I think your looking for the light blue app with the image of a bird?
Staff were let go during the pandemic who new what they were doing, then shock people wanted to go on holidays after being locked locked up for nearly 3 years.The baggage handling was outsourced to maximise profits
Charles de Gaulle airport in Paris has been notorious for losing luggage for donkeys years. The only time I had a bag missing for more than a day was when I flew into that airport, and then they sent me the wrong bag. I have never used a black suitcase since that incident. Thankfully I’d developed a habit of having essentials in my carry-on after having had friends whose bags were missing for the entirety of a holiday.
@Eileesh Buckley: yes…but lost with such finesse. It’s a pleasure to complain.
@Eileesh Buckley: we on Day 18 of lost luggage. We came back from 3 week long haul trip so hand luggage only not possible. My wife has had to buy new clothes, make up and a hairdryer since we got back. This is totally unacceptable. I sense an ongoing battle with AirFrance to either find our bags or get compensation. Our bag could now be at Dublin Airport but with no one giving any communication how are we meant to know? We don’t live in Dublin so are we expected to drive to airport to look for our own bag. Who will I send the diesel receipt to?
Two years ago I went on a flight and they were insistent that all bags including backpacks must be stowed safely overhead before take off for safety reasons. This year they are charging for overhead space so you can keep your backpacks at your feet. Making it up as they go along as usual. Same with the airplane mode instruction which is pointless and same with the inflatable life jacket and whistle schtick which has saved 0.00001% of passengers on downed commercial airlines since air flight was invented. Give me a parachute if you want me to survive not a whistle I have to blow on!
Unattended bags may not be removed and may not be destroyed
Not not not being sarcastic, honest in-jin. But it would seem some of our politicians are a little lost themselves. And if not, then certainly flustered. We know the main problem: lack of staff (if I’m correct?) ..so what’s the plan…man?
Why can’t they just temporarily tag bags with a tracking devices.
@ChadChaderson: cost way to much money to tag every bag
@ChadChaderson: Because that would be an intelligent practical thing to do.
Next time I’m flying I’ll be using one of those Apple airtag thingys.
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