Sharp warning to leave your luggage

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#1
Sweden
22 Posts
Joined Jul 2008
We travelled with MS Riviera in the Mediterranean in April and arrived at Barcelona April 21. Wonderful cruise, but memories are darkened by the disembarcation process, when we lost a suitcase. Even though the suitcase had a red belt and labeled with our name, another passenger made a mistake and took it. It contained souvenirs from the trip, exclusive shoes and clothes, glasses and prescription drugs etc. In Barcelona we wrote a report to Oceania and were promised a copy sent to our home address which has not happened. We were delayed by a couple of hours. At home we were contacted by the woman in US who took our suitcase, and were told that the suitcase had been left at LA airport to be sent to us. It was wrong, the bag is still in Los Angeles.
We also contacted our TA in Stockholm who has helped us with contacting Oceania. Today they got this response which made me furious: "I have spoken to our Guest Relations department and unfortunately as the luggage was taken by another guest and not lost during our handling we are not able to assist in calling the airport. They also said the airport might just have to verify what is in the bag and this needs to be done by the person who sends it and unfortunately cannot be done by us."
No proposal for a solution, no help at all. Today we were informed by SAS in Copenhagen that the suitcase can not be sent to Stockholm without accompanying passenger.
We have not done anything wrong, no airline has done anything wrong and the responsibility lies with Oceania who was responsible for the suitcases until the right passengers regained it. It seems we will not get our things back and we are very disappointed. Next time I will refuse to put our suitcases in the corridor in the middle of the night without getting a receipt. I hope all passengers will be aware of the risks of leaving their bags. Needless to say, just like in a hotel when you leave your luggage waiting for your room, you should receive a receipt. It must be the responsibility of the cruise company that everyone gets his luggage. After this, I am more hesitant to cruise at all, especially with an Oceania cruise.
#2
England
1,766 Posts
Joined Sep 2008
Oh dear, that is terrible! I feel so sorry for you.

I wonder why the case was left at Los Angeles airport though? I suppose that was when she realised she had the wrong case. But surely she should have taken it home and then contacted Oceania about it? Then they could have arranged to get it sent to you. Just abandoning it at the airport wasn’t very sensible!


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#4
USA
2,278 Posts
Joined Feb 2013
A fair number of able bodied cruisers already choose to carry their luggage off the ship in lieu of sitting it out for staff.

Have you called LAX? How long will they keep unclaimed baggage?
#5
Sarasota Fl
523 Posts
Joined Jan 2014
Question for folks, not snide, I honestly do not know....in the USA, once your luggage is off the ship, it is under control of the port authority, not Oceania...who is responsible in Barcelona (Port Authority, or some other entity? ). If it is Oceania, they should be responsible for getting it back to you...if it is port authority, I am unsure who you contact.
#6
GTA, Ontario, Canada
36,899 Posts
Joined Apr 2005
people should check they have THEIR bags before leaving the terminal
Some people pick up a bag that might look like theirs but never check the luggage tag
We had that happen at FLL someone took our bag ..we wasted 30 mins looking for it then DH noticed some guy slip a bag under the roped off area ..it was our bag

The woman who stole the bag is responsible for returning it to you
it was her fault that you are without your bag

JMO
contact Lost luggage & make arrangement to have it sent to your address hopefully on the bag then send the bill to the thief
#8
England
1,766 Posts
Joined Sep 2008
Originally posted by Cruseforme
Question for folks, not snide, I honestly do not know....in the USA, once your luggage is off the ship, it is under control of the port authority, not Oceania...who is responsible in Barcelona (Port Authority, or some other entity? ). If it is Oceania, they should be responsible for getting it back to you...if it is port authority, I am unsure who you contact.


I believe it is the cruise line not the port, because we once forgot one of our bags and left it behind in the terminal. We spoke to the cruise line and (upon payment as it was our fault), they arranged to send it to us. And it was the cruise line who did this not the terminal authorities, even though it was left there.


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#9
Point Richmond CA
6,800 Posts
Joined Jan 2014
Originally posted by marylizcat
Oh dear, that is terrible! I feel so sorry for you.

I wonder why the case was left at Los Angeles airport though? I suppose that was when she realised she had the wrong case. But surely she should have taken it home and then contacted Oceania about it? Then they could have arranged to get it sent to you. Just abandoning it at the airport wasn’t very sensible!


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Sorry that OP had this problem of lost/"stolen" luggage.

That said, this is not the fault of the cruise line which collected OP's bag and deposited it in the terminal space assigned for that purpose.
If anyone is at fault, it is the individual who took your bag (along with contributory negligence from the terminal operator who does not match bag tags to owner's ID before departing the terminal [not uncommon]).
That the "thief" left it at the airport in L.A. makes some reasonable sense in terms of best opportunity for retrieval by OP (airline/airport is used to this dilemma). But, the "thief" should've made the arrangements for rerouting the bag right then (even if on a different airline).
Of course, this all assume that the bag has (should have) the cruise line's disembarkation tag on it and/or owner's ID and contact info on luggage tags on the outside of the bag (and, hopefully, on a prominently located sheet of paper inside the bag). In this way, OP can contact the "thief's" airline's baggage claim department at the airport in LA (I assume LAX?), identify the bag, contents, etc AND work out how to get the bag delivered to OP's own airport - probably at an additional cost, which SHOULD be reimbursed by the "thief."
Certainly, it would have been nice for Oceania to try to intercede. But, all that really would do would be to introduce yet another factor into an already complicated situation.
So, bottom line for OP is to contact airline baggage claim that has it in their possession (or whoever "thief" identified as recipient of the bag); identify it and arrange for transfer; and get "thief" to reimburse any shipping costs.
#10
GTA, Ontario, Canada
36,899 Posts
Joined Apr 2005
Originally posted by Pelle
Why were we asked to write a lost bag notification if it was not Oceania's responsibility?
maybe because they thought it was left in the hold of the ship or in the terminal

I do not understand why you think that it is the cruiseline's fault when someone stole it then had the audacity to contact you after they deposited it half way around the world

The person who took it should have paid to have it sent back to you

The cruise line did not send it to LAX
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#11
Sarasota Fl
523 Posts
Joined Jan 2014
A Cruiselines’ Lost luggage form is usually required in those instances where the item is lost onboard ship or whereabouts that the cruise line can return it to you. Unfortunately, most cruiselines have this in their contracts now:
Carrier is not responsible for the loss of or damage to Guests’ luggage. Baggage insurance is recommended. Luggage and personal belongings will be taken off the Ship upon Guest debarkation. Under no circumstances will luggage be kept on board without the owner of such luggage being on the Ship. Guests may bring a reasonable amount of luggage on board Our Ships. No baggage or items heavier than 70 lbs. will be loaded onto or offloaded from Our Ships.

You will need to make arrangements with the airport direct (if they say you have to be in person, then it is between you and them). It is absolutely horrid what she did to you, however, Oceania or any other cruiseline is not responsible. This could happen at any airport worldwide, not just off of a cruise.
#12
GTA, Ontario, Canada
36,899 Posts
Joined Apr 2005
so my big question is
If this woman took your bag where is her bag or did she just decide she needed to take an extra bag home?
Surely she would have noticed when checking the bag at BCN that it was not HER bag

Too bad they do not check names/baggage claim tickets so they match anymore
#13
Sweden
22 Posts
Joined Jul 2008
Originally posted by LHT28
maybe because they thought it was left in the hold of the ship or in the terminal

I do not understand why you think that it is the cruiseline's fault when someone stole it then had the audacity to contact you after they deposited it half way around the world


The person who took it should have paid to have it sent back to you

The cruise line did not send it to LAX
Of course it is the cruise line´s responsibility to get it right!
The old woman is not a thief, she made a mistake. The procedure must be better, you must get a receipt when you leave your luggage just like in a hotel !
#14
GTA, Ontario, Canada
36,899 Posts
Joined Apr 2005
Originally posted by Pelle
Of course it is the cruise line´s responsibility to get it right!
The old woman is not a thief, she made a mistake. The procedure must be better, you must get a receipt when you leave your luggage just like in a hotel !
so you want the crew to knock on your door at 10Pm to give you a receipt

I am sure they would appreciate the extra work

It is the passenger responsibility to make sure they are picking up the RIGHT bag before they leave the terminal

YES SHE made a mistake at your expense she should have paid to have it returned to you

she & she alone checked the bag & took it to LA

If I had done something like that I would have paid to have the bag returned to the owner that is the responsible thing to do

not to blame someone else
#16
GTA, Ontario, Canada
36,899 Posts
Joined Apr 2005
Originally posted by Noxequifans
Still trying to figure out how the woman who took the bag in error didn't notice she had an extra bag ... strange.
Exactly my thought
or maybe her bag is still in Barcelona at the port & Oceania will have it sent to her ..N/C
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#17
California
26 Posts
Joined Apr 2017
Originally posted by marylizcat
I wonder why the case was left at Los Angeles airport though? I suppose that was when she realised she had the wrong case. But surely she should have taken it home and then contacted Oceania about it? Then they could have arranged to get it sent to you. Just abandoning it at the airport wasn’t very sensible!
It's possible that she reported the problem when she discovered it (after passport control but before customs) and was told that it would be returned under the mis-routed baggage rules. (If the airline mis-routed your bag but always had possession of it, they'll send it along unaccompanied, but only under those circumstances.)

It seems strange that she'd go to the effort of contacting the owner if she didn't believe that the bag would be returned.

As to taking it home to return it personally, that would require clearing the bag through customs. I'd be willing to go a long way to make this sort of thing right, but not that.
#19
Los Angeles
1,203 Posts
Joined Feb 2001
Sorry, but no: The woman who took your bag was entirely at fault. We put a special ribbon on each bag to minimize this happening...at least by accident.

What Imdo not understand is why she would then just leave the bag rather than shipping it to you at her expense.
#20
boca raton,fl
3,097 Posts
Joined Jan 2006
Wow, what a mess. But in all the cruises that we have taken I have never seen anyone checking baggage tags when we get off the ship. We just pick up our bags, get a porter and go outside to our transport from the terminal. Always the same everywhere.