Questions Of Cash: 'Airline lost my luggage and ruined my World Cup trip'
Saturday 08 January 2011
Q. I travelled to South Africa for the World Cup, but my baggage never arrived in Johannesburg. I had to travel around South Africa for three-and-a-half weeks without any clothes, sleeping bag and other essentials. I never received any advice or offer of assistance. Every time I called, I was just told the bag had not been located. The value of items in it was in excess of £2,000. I had to purchase a pay-as-you-go phone in South Africa for £15 and a further £15 in airtime vouchers to keep chasing the whereabouts of my bag. I also spent £300 on my credit card for replacement clothing and toiletries. I logged a lost-baggage claim with KLM, as I had booked through its website. KLM says that as part of my journey was with its alliance partner Kenya Airways, the claim should be made through Kenya Airways and it is not KLM's liability. I booked through KLM, paid KLM and it was KLM who checked my bag in, so I consider my contract to be with KLM. KLM insists responsibility lies with Kenya Airways. My insurance policy states that any lost baggage must be settled by the airline. PS, Wigan.
A. When you initially contacted us, the World Cup had just taken place. KLM insisted the matter had to be settled by Kenya Airways. "An agreement between all airlines states that the last carrier takes responsibility for the tracing of any missing baggage and settles the claim with the passenger," KLM said. However, communications with Kenya Airways have been sporadic and the airline has been slow to respond. Kenya Airways has now partially settled your claim – paying £1,070. This is more than the £800 compensation limit often specified by airlines under the Montreal Convention. You are now seeking the recovery of the balance of the value of your luggage from your travel insurer. Kenya Airways has not responded to our repeated requests for an explanation of the delays in settling your claim.
Q. Several financial services companies write to me as if I live in Scotland. I live in Northumberland, England, but have a postcode for Berwickshire, in Scotland. One day, the Scottish Government will change its tax regime and I'll be stuck trying to explain where I live. Does the Scottish Government use the same erroneous software as the financial services companies? DS, Northumberland.
A. A spokesman for the Scottish Government insists its systems will not make the same mistakes. "Only Scottish taxpayers whose main home is in Scotland are required to pay local taxation in Scotland," he said. He added: "I cannot comment on systems used by financial service firms, but systems used to facilitate collection of local taxation will be reliable."
Q. In 2007, I upgraded a Tiscali dial-up Anytime package to the Tiscali broadband service. I am currently transferring to BT. In the process of doing this, I realised I had been paying for both dial-up and broadband for three and a half years. The overcharge adds up to more than £700. NM, Liverpool.
A. You assumed that when you upgraded your service, the old payment instruction would automatically be rescinded. This did not happen. TalkTalk – which has taken over the Tiscali service – apologises for the problems you have had and has provided you with a full refund.
Q. We switched to TalkTalk's telephone and broadband service on 22 September. We could not connect to the broadband service for a week, as TalkTalk did not send us the router until 29 September, after I had chased it up. I emailed and wrote to TalkTalk to say that given its mishandling of our connection, I did not expect to pay the connection fee. All I have received is a phone message referring to my correspondence, saying it would not refund the connection fee and for me to ring customer services. This response is totally inadequate and there is no point in me ringing them again. DM, West Sussex.
A. TalkTalk apologises for your difficulties and has refunded the connection fee and applied a £20 goodwill credit to your account.
Q. Towards the end of October, AOL barred my internet service, without telling me, because direct debits in September and October had not been paid. My bank, RBS, tells me that although AOL set up a direct debit, no attempt had been made by AOL to take any payments from my account. I am getting nowhere contacting the AOL helpline and I have had no response to a letter of complaint sent by recorded delivery. NH, Chesterfield.
A. You tell us that AOL has contacted you to explain that the direct debit instruction was not in place on the date that the payment was due to be made. This is why the payment was not processed. AOL told us it apologises to you and that it regards the matter as now resolved.
Questions of Cash cannot give individual advice. But if you have a financial dilemma, we'll do our best to help. Please email us at: questionsofcash@ independent.co.uk.
Independent Partners; request a free guide on NISAs from Hargreaves Lansdown
Authorities failing in hunt for 'most wanted' tax dodgers who owe HMRC £844m
How to protect your assets if the stock markets begin to head south again
A student's guide to financial survival: You don't have to drown in debt at university
Bargain Hunter: Kit yourself out in sports gear - at a healthy discount of up to 75%
Bargain Hunter: How to save money on train journeys, good music and a little fun
- 1 Miley Cyrus' homeless MTV VMAs date, Jesse Helt, is wanted by the police
- 2 36-year-old skeleton of dead baby found inside Indian woman
- 3 Pamela Anderson rejects ice bucket challenge because of ALS experiments on animals: 'Mice had holes drilled into their skulls'
- 4 Homer Simpson has taken the ALS ice bucket challenge because of course he has
- 5 The 13 obscure UK laws you didn’t know you were breaking
Exclusive: We share blame for creating 'jihad generation', says Muslim strategist
Robin Williams Emmys tribute led by Billy Crystal criticised for including 'racist' joke about Muslim woman
The Rotherham child abuse scandal is a tale of apologists, misogyny and double standards
Scottish independence TV debate: Pumped-up Alex Salmond bounces back in bruising second round against Alistair Darling
Jeremy Clarkson is a cultural tumour and needs to be removed, says comedian Frankie Boyle
Air strikes? Talk of God? Barack Obama is following the jihadists’ script after James Foley beheading
- < Previous
- Next >
iJobs Money & Business
£23000 - £26000 per annum: Ashdown Group: Account Executive / Client Services ...
£36000 - £38000 per annum: Ashdown Group: Executive PA to CEO & Executive Dire...
£25000 - £28000 per annum: Ashdown Group: Generalist HR Administrator - Tunbri...
£30-35k + Excellent Benefits: Guru Careers: We are seeking a Management Accoun...
Day In a Page
A first-floor flat with two bedrooms, a spacious reception room and communal grounds in a leafy part of London
A three-bedroom flat with a spacious rootop terrace and balcony, accessed from a private gated courtyard
A Grade II-listed pile with six bedrooms, stables and 39 acres of grounds in Standlake
A two-bedroom flat with boutique hotel-style interiors, close to the foodie haunt of West End Lane
A two-bedroom flat in a beautiful old vicarage, with many original features, close to the city centre
A three-bedroom 16th-century home with an aga kitchen, private gardens and heated outdoor pool, in Hadleigh
A three-bedrom home in sought-after Queen's Gate Mews, with Italian marble-finished bathrooms
Surrounded by glorious countryside in the village of Udimore, sits this impressive four-kiln oast and barn conversion
A five-bedroom house in the picturesque village of Kettlewell, north Yorkshire
An 18th-century former coaching inn with original staircase, open fireplaces and beams throughout
A Grade II-listed Georgian town house with three bedrooms and a south-facing courtyard, near Arundel Castle
Feel on top of the world at this über chic penthouse on the 37th floor of one of Europe’s tallest blocks.
A Grade II-listed Victorian villa with six bedrooms and two further cottages, all with spectacular sea views
A grade II-listed, Georgian cottage with mature 50ft garden, perfect for summer entertaining
A magnificent Georgian pile with turrets, seven bedrooms, a heated pool and four acres of gardens
Fairoak Farm has five bedroom suites, gym, outdoor swimming pool and golf course
Chic two-bedroom river-fronted flat with a private lift that delivers you directly to your home
A spectacular seven-bedroom Tudor pile, once owned by Henry VIII, with 18 acres of land
A seven-bedroom Georgian property previously used as a picturesque wedding venue
A split-level flat in a church conversion with two en suite bedrooms and 1,200sq ft of living space
A three-bedroom bungalow situated behind an impressive stone wall, £645,000
Windsor Castle overlooks this three-bedroom Victorian cottage located on one of Windsor's smartest roads
Chapel House is a former vicarage with nine bedrooms in the beautiful Upper Wye Valley
A five-bedroom B&B and separate owner's accomodation with potential for conversion
Enjoy summer by the Thames in this two double-bedroom converted warehouse in Rotherhithe village
A one-bedroom, luxury apartment with private gym and concierge service in Moorgate
A four-bedroom house in Hermitage Gardens with three reception rooms and landscaped gardens
A seven-bedroom Grade II-listed property with a separate self-contained apartment
A five-bedroom Victorian house with three reception rooms and galleried landing, £695,000
A six-bedroom farmhouse with five acres of land in a former cloth-making village
A secluded seven-bedroom detached house with large private garden, £490,000
A three-bedroom cottage overlooking Sarratt village green with open fires and solid oak floors
A three-bedroom maisonette flat in a Grade I-listed, Georgian townhouse in a sought-after location
A one-bedroom apartment located within a private gated development, north of Turnham Green
Look forward to a brighter future at two-bedroom Sunny Cottages, ideal for Londoners looking to downsize
A three-bedroom red-brick cottage with outbuildings and pretty gardens, £200,000
This three-bedroom flat within a former textile factory spans the corner of the fourth floor and has a balcony