Questions Of Cash: 'Airline lost my luggage and ruined my World Cup trip'


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; Do you need financial advice on your investments, pension or insurance? Book a free consultation with an independent Financial Adviser at VouchedFor.co.uk

Arts and Entertainment
filmPoldark production team claims innocence of viewers' ab frenzy
Life and Style
Google marks the 81st anniversary of the Loch Ness Monster's most famous photograph
techIt's the 81st anniversary of THAT iconic photograph
News
Katie Hopkins makes a living out of courting controversy
people
News
General Election
Finacial products from our partners
Property search
  • Get to the point
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Money & Business

    Guru Careers: Pricing Analyst

    £30 - 35k (DOE): Guru Careers: We are seeking a Pricing Analyst with experienc...

    Ashdown Group: Treasury Assistant - Accounts Assistant - London, Old Street

    £24000 - £26000 per annum + benefits : Ashdown Group: A highly successful, glo...

    Ashdown Group: Sales Team Leader - Wakefield, West Yorkshire

    £21000 - £24000 per annum: Ashdown Group: The Ashdown Group has been engaged b...

    Ashdown Group: Head of Client Services - City of London, Old Street

    £45000 - £50000 per annum + benefits : Ashdown Group: A highly successful, int...

    Day In a Page

    Revealed: Why Mohammed Emwazi chose the 'safe option' of fighting for Isis, rather than following his friends to al-Shabaab in Somalia

    Why Mohammed Emwazi chose Isis

    His friends were betrayed and killed by al-Shabaab
    'The solution can never be to impassively watch on while desperate people drown'
An open letter to David Cameron: Building fortress Europe has had deadly results

    Open letter to David Cameron

    Building the walls of fortress Europe has had deadly results
    Tory candidates' tweets not as 'spontaneous' as they seem - you don't say!

    You don't say!

    Tory candidates' election tweets not as 'spontaneous' as they appear
    Mubi: Netflix for people who want to stop just watching trash

    So what is Mubi?

    Netflix for people who want to stop just watching trash all the time
    The impossible job: how to follow Kevin Spacey?

    The hardest job in theatre?

    How to follow Kevin Spacey
    Armenian genocide: To continue to deny the truth of this mass human cruelty is close to a criminal lie

    Armenian genocide and the 'good Turks'

    To continue to deny the truth of this mass human cruelty is close to a criminal lie
    Lou Reed: The truth about the singer's upbringing beyond the biographers' and memoirists' myths

    'Lou needed care, but what he got was ECT'

    The truth about the singer's upbringing beyond
    Migrant boat disaster: This human tragedy has been brewing for four years and EU states can't say they were not warned

    This human tragedy has been brewing for years

    EU states can't say they were not warned
    Women's sportswear: From tackling a marathon to a jog in the park, the right kit can help

    Women's sportswear

    From tackling a marathon to a jog in the park, the right kit can help
    Hillary Clinton's outfits will be as important as her policies in her presidential bid

    Clinton's clothes

    Like it or not, her outfits will be as important as her policies
    NHS struggling to monitor the safety and efficacy of its services outsourced to private providers

    Who's monitoring the outsourced NHS services?

    A report finds that private firms are not being properly assessed for their quality of care
    Zac Goldsmith: 'I'll trigger a by-election over Heathrow'

    Zac Goldsmith: 'I'll trigger a by-election over Heathrow'

    The Tory MP said he did not want to stand again unless his party's manifesto ruled out a third runway. But he's doing so. Watch this space
    How do Greek voters feel about Syriza's backtracking on its anti-austerity pledge?

    How do Greeks feel about Syriza?

    Five voters from different backgrounds tell us what they expect from Syriza's charismatic leader Alexis Tsipras
    From Iraq to Libya and Syria: The wars that come back to haunt us

    The wars that come back to haunt us

    David Cameron should not escape blame for his role in conflicts that are still raging, argues Patrick Cockburn
    Sam Baker and Lauren Laverne: Too busy to surf? Head to The Pool

    Too busy to surf? Head to The Pool

    A new website is trying to declutter the internet to help busy women. Holly Williams meets the founders