Xana799

Exactly. But my 'contract'' was with Celebrity.

14 minutes ago, Fouremco said:

As your bag was delayed and not lost, and as there was neither loss of nor damage to your luggage or its contents, what is your related concern? In any event, Celebrity is simply stating that once your property (luggage and contents) is in the hands of another service provider, the loss or damage of the property is the responsibility of the provider. In other words, the trucking company would have been liable had it lost or damaged the luggage, not Celebrity.

I agree with you, you are correct. This was Celebrity's response:

"With regard to lost luggage, the Cruise Ticket Contract you agreed to states the following: “Unless negligent, Carrier is neither responsible nor liable for any loss of or damage to Passenger’s property, whether contained in luggage or otherwise. Liability for loss of or damage to Passenger’s property in connection with any air or ground transportation shall be the sole responsibility of the provider of the service and in accordance with applicable limitations." What do they mean by...'shall be the sole responsibility of the provider of the service'...the provider of the service, was the'truck company' contracted by Celebrity, right?

Emma Grant, the baggage tag I mentioned, is the bag tag, from the cruise ship. 

The day before arrival, they 'collect' our luggage, outside de room door, and in our case, would 'transfer' them to the airport (as we had transfer from the cruise ship to the airport). We would collect the luggage at the airport terminal, as we did; but we had 3 pieces and only 2, arrived on time for boarding on our flight to Madrid. When we asked about the missing piece (after waiting for over 3hours), we were told, that most likely, our luggage tag had been lost. 

They said, they would send that piece to us, later on. But if the tag had been lost...how would they identify it as ours? There were more passengers at the airport, from the same cruise, with exactly the same problem.

Emma Grant, the baggage tag I mentioned, is the bag tag, from the cruise ship. 

The day before arrival, they 'collect' our luggage, outside de room door, and in our case, would 'transfer' them to the airport (as we had transfer from the cruise ship to the airport). We would collect the luggage at the airport terminal, as we did; but we had 3 pieces and only 2, arrived on time for boarding on our flight to Madrid. When we asked about the missing piece (after waiting for over 3hours), we were told, that most likely, our luggage tag had been lost. 

They said, they would send that piece to us, later on. But if the tag had been lost...how would they identify it as ours? There were more passengers at the airport, from the same cruise, with exactly the same problem.

4 hours ago, WrittenOnYourHeart said:

 

 

I'm also unclear which tag they are referring to. When they mention "We had number 20" that sounds like the cruiseline tag for debarkation, NOT the tag for the airport. It almost seems, from reading it, that it was not an airline tag. Would that not indicate that you had to pick up the luggage in the terminal yourself and put it on the shuttle to the airport? Short of using Disney Cruise Line's service where they print your boarding pass and luggage tags from the airline and deliver them to your cabin, then you ONLY put the airline tag on and it gets taken to the airport where you don't see it again until you're back at your airport (only available domestically) I've never NOT had to pick up my luggage in the terminal before boarding the shuttle to the airport.

 

Something is clearly getting lost in translation in the original post.

5 hours ago, TeeRick said:

Welcome to posting on Cruise Critic. Did you have any type of travel insurance?  Lost luggage insurance?

No, unfortunately, we did not... 

Since we arrived in Lisbon, in February, we have been complaining with Celebrity. I've sent dozen of emails...they have reimbursed the hotel and taxi expenses, but not the air tickets.

When we received our missing luggage, we ran to the check-in counter. The airline officers, were advised of our situation; they even tried to board us, by sending us to the boarding gate with the luggage...but (obviously) it was not authorized by Customs. 

The airline officers, were informed, from the beginning, that we were waiting for 1 piece of luggage. The flight, even departed, 5 minutes later...but we could not board it.

7 hours ago, Miaminice said:

I don’t get the intention of the post! This was SEVEN months ago!!!

Has there been any communication with Celebrity since then? If yes, the outcome isn’t mentioned in the post. 
 

If not, why not? And well... good luck trying to be reimbursed seven months later.

 

I agree with the statements above. Take the flight home and wait for the piece of luggage to be delivered. Deciding not to fly and add extra cost without an official OK to do so is not the best move IMHO.

 

The statement “we could not check in without the piece of luggage”  can’t based on the airline’s policy. They don’t care how many pieces you have - at least not if you don’t have too many. So it must have bee the OPs decision not to leave the piece behind.

We arrived in Buenos Aires, on Celebrity ship Eclipse, on 16Feb2020 from a marvellous cruise to Antarctica.

We had hired transfer to the airport, via Celebrity and so we were informed that the bus would leave the port at 08,20 (as we informed, our flight was at 13,25 from Buenos Aires to Madrid).

The bus left at 08,30 and we arrived at the airport at 09,30 (soon enough to check-in); but our luggage wasn’t at the airport, yet. We had to wait 1 hr, for the luggage to arrive; still , enough time for checking-in at AirEuropa flight.

The problem was, that we had 3 pieces of luggage and only 2 arrived. So we waited and waited and waited…until the Celebrity representative at the airport  (I believe, it was someone, from the trucking company) told us that our missing luggage, might have lost the bag tag (we had nbr. 20). Well, we could not check-in, without 1 piece of luggage.

The missing piece arrived at 13,20!  And with the luggage tag! (we have photos) Of course, we missed our flight. So, we had to book, for the following day (by paying €3041,44) and had to book hotel (USD 70,75), táxi (AR Pesos 1095,00) and have dinner  - ARpesos 1230,00 (we did not have lunch, as we were trying to book the new flight).

This was not our fault; Celebrity, had the responsibility, to put the passengers at the airport on time (which they did) and also the luggage (which they did not). We are 2 passengers, with Multiple Sclerosis, stress is our biggest enemy, and that is what we had at EZE airport, for hours, waiting for our luggage and acknowledging that we would miss the flight.

So, we want to be indemnified, of all our expenses. We have all the receipts.