Airline lost your luggage?

Delegates from 189 countries and from airline organisations have been meeting in Montreal to try to agree on higher rates of compensation for air travellers who find that their carrier has lost their bags.

According to the 1929 Warsaw Convention passengers are entitled to £14 per kilo of lost baggage, making a total of £280 if you have 20 kilos, the usual weight limit.

The simplest idea under consideration is to increase the flat rate to £40 per kilo. Alternatively, a £2,500 compensation ceiling may be introduced. With a ceiling in place, passengers would have to make a claim for compensation for any amount up to that level, providing evidence to show how much their belongings are worth.

Either way, travellers may find that the compensation isn't enough. Insurance experts advise that travellers should have some form of extra cover to make good any losses.

Here are some points to be aware of:

• Although travel insurance policies typically provide up to £3,000 per person, claims for single items can be limited to, for instance, £250. Some policies are much less generous.
• "All risks" Home Contents policies can provide better cover. The value of single items can be specified.
• Remember that the compensation you receive from the airline will probably be deducted by the insurance company from any money they give you.

Flight overbooked or denied boarding

At the moment European rules specify that for a flight of less than 3,500 km - enough to get you to Moscow and beyond - compensation should be a minimum of £99 if you are bumped off the flight.

For longer flights there is a minimum of £198. These rates were set back in 1991.

What the European Commission wants now is a rise to £122 minimum for the short haul flights, and £244 for long haul flights. And of course this does not affect the carrier's obligation to put passengers on the next available flight as well. No date has yet been agreed as to when legislation will change.

Flight full despite a confirmed booking

Cash payouts if they do not let you on:

• Up to to 3,500km £99
• Over 3,500km £198

What is now being proposed by the EU:

• (Up to 3,500km) £122
• (Over 3,500km) £244

The compensation offered when customers are "denied boarding" varies from airline to airline. If you are bumped off a long-haul flight, Virgin Atlantic offers £230 in cash or a free ticket to a Virgin destination, while British Airways offers £250 in cash or a £400 voucher towards another ticket.

Insurance complaints

Always write to the insurance company head office. If you are still not satisfied try the Insurance Ombudsman at:

135 Park Street
London
SE1 9EA
Tel: 0845 6006666

Holiday complaints

First write at least twice to the company involved. If you are still unhappy and the company is an ABTA member (and about 80% of holiday companies are) write to ABTA. They will need copies of correspondence and any other documents and there is a charge of £69 for most complaints.

ABTA - Consumer Affairs Department
68-71 Newman Street
London W1P 4AH
Tel: 0171 637 2444

If the company is not a member of ABTA then you will have to pursue it through the small claims court.

Can I travel to the Yemen, Kashmir, Sierra Leone ...?

For queries about the safety of countries contact the Foreign & Commonwealth Office's Travel Advice Unit at:

1 Palace Street
London SW1E 5HE
Tel: 0171 238 4503/4504
Fax: 0171 238 4545