Yesterday we came back to Israel after a 3 weeks travel to Italy. One of our 4 bag gages wasn’t delivered. We complained to the El-Al Lost and Found desk. We filled the papers. I asked the ladies at the desk how much I’ll be compensated for the delay. They told me to call the Customer Service. I done.
They told me that if i were a tourist (with a return ticket on hand) i had 75$ to buy the first emergency items, BUT because I’m an Israeli Citizen, I’m not entitled to any delay compensation. Only after 21 days, when the baggage will be declared LOST, I’ll be awarded of a refund.
In the meantime, I have to cope with it.
Just to be clear, the baggage was my wife’s one. She had there: Glasses, contact lens liquid, underwear, pregnant-fitted clothes, shoes (sandals). At least 500 sheqels (100 Euro) items.
Now I Checked the Montreal Convention, the international law that regulate the compensation and in NO POINT there is a rule ruling different rights for tourists or returning citizens. This is what is wrote:
Article 3 – Passengers and baggage
4. The passenger shall be given written notice to the effect that where this Convention is applicable it governs and may limit the liability of carriers in respect of death or injury and for destruction or loss of, or damage to, baggage, and for delay.
Article 19 – Delay
The carrier is liable for damage occasioned by delay in the carriage by air of passengers, baggage or cargo. Nevertheless, the carrier shall not be liable for damage occasioned by delay if it proves that it and its servants and agents took all measures that could reasonably be required to avoid the damage or that it was impossible for it or them to take such measures.
They don’t know where my baggage is!
Till yesterday I was sure ELAl was the most secured airline in the world. I was so sure that I sent more then once my tefillins in the checked baggage. Now I’m not. They don’t know where is it! I was sure that at the end of the checked-in baggage belt there was an EL-AL representatives overlooking at the baggage. EL AL security people ask you million question about who dealt with your baggage but they don’t take care of them after the check-in?
Does this mean that anyone could swap baggage, put things inside (the ELAL baggage have to be left open for security screenings).
UPDATE: On Friday morning (after circa 40 hours from the landing) we got the baggage back. Everything was in place and the suitcase itself had just minor damages (scratches). I’m very happy with the EL-AL customer service but, again, i’ll stress that the Montreal Convention never differentiate between different kind of passengers or between outgoing and incoming flights.