[holding answer 17 September 2007]: The Department receives few direct complaints from airline passengers. This is because the Air Transport Users’ Council (AUC) is the passenger complaints body in the UK for airline services.
Figures from the AUC show that in the last six months it received some 3361 written complaints. Of these 234 related to lost or delayed baggage.
Passenger rights in respect of the loss, damage or delay to baggage are protected by international legislation. Under the 1999 Montreal Convention which came into force for the UK in June 2004 the carrier is prima facie liable for luggage that has been delayed, damaged or lost (unless the carrier can establish a defence under the Convention). The liability for delay, loss or damage to baggage is limited to 1,000 Special Drawing Rights (SDRs) - approximately £820. These are maximum limits. Claims are assessed individually.