Lost Luggage-10 days with Iberia? Small claims court?

Question

flew from Lisbon Madrid to London Heathrow. Filled out Property Irregularity Report and having been checking online 10 times a day since. Iberia haven't called, written, emailed, nothing.On the 2nd day of checking on-line, using the same file reference number they gave me and my surname, someone eles's details came up, with my reference number. He was flying with a different airline and had been all over the world. I saw his name, description of bags and his address. They have also overcharged me for excess baggage, they charged me double. None of their email address's work, they have no customer services telephone number, so 2 days ago I sent recorded delivery letters to Iberia Head office in London, customer services in Spain and one to the CEO of Iberia in Spain. What are my chances of getting my luggage back? No body can even tell me if it left Lisbon! and I keep reading horror stories about Iberia on the web! My next stage if I dont hear back soon, is to go to small claims court, has anyone done this sucessfully? Please help.Any chance Ill get it back?

Answer 1

Hi!

Well I suggest to send them a fax. Try the [phone] with copy to  [phone]. You also can SMS them: [phone]. Put the following on your SMS: IB XXXXXXXXXX FREE TEXT (X are your report number with 5 letters and 5 numbers)  Tell them that the files got mixed up, but if you want my advise, do both, send the faxes and go to the airport and mention it. Make a full description of the items contained inside the baggage and attach it to the fax sent to the first fax I wrote. Also try to remember the brand of the suitcase, if it has your name on it, or any other usefull detail. Check with the Lost and Found the details of the bag being traced.Did you put any aerosol or something strange on your bag? Sometimes Lisbon customs retains luggage due to security reasons and do not release until the item is taken from the suitcase. I worked in Iberia and I know how this whole thing work. Is not that creepy as said on the net. 10 days may be a lot for you but I'm afraid that those days were very busy in Madrid due to hollidays. It happens always in summer and delays takes more time than usual. So, prepare the fax with the item list and the details of the baggage, if possible, pay a visit to the Lost and found in Heathrow, be calm, is not on your nerves find the bag or not. For further claims check http://www.caa.co.uk .

Contact me if you wanna know more.

And good luck!!!