Royal Air Maroc: 18 months of battle to be compensated after lost luggage

It all started at the airport, when the couple noticed the absence of their two suitcases upon arrival. Following the advice of an agent on site, they filled out a single lost property declaration for all their belongings, thinking they were following the proper procedure. What was supposed to be a simple administrative formality turned into a real uphill battle. For weeks, Jacques repeatedly sent double copies of documents to Royal Air Maroc to prove the damage suffered by the two passengers, as reported by RTBF.

After a long wait, the airline finally offered compensation of 1,288 Special Drawing Rights (SDRs), the equivalent of 1,532 euros at the time. The amount was transferred, but the company demanded the signing of a full and final settlement. Jacques complied, thinking that this amount only covered part of the damage or one of the two passengers. However, the transfer remained unique even though two suitcases had been lost and two separate tickets had been paid for.

Faced with the company’s silence, which did not clarify the destination of this payment, Jacques sought the help of the Belgian TV show "On n’est pas des pigeons". It was only after this media intervention, a year and a half after the events, that Royal Air Maroc took up the case again. The company then justified the amount paid as a global "lump sum" for the two pieces of luggage. An explanation that was surprising, as the amount corresponded exactly to the maximum compensation ceiling provided for by the Montreal Convention for... a single passenger.

Legally, the 1,288 SDR indemnity is due per affected passenger, not per family file. Considering that they had not been informed of this "lump sum" before signing the settlement document, the couple maintained the pressure. Faced with the legal elements and the media exposure, Royal Air Maroc finally revised its position and promised to pay the second compensation due for the other lost luggage, putting an end to an imbroglio that had lasted eighteen months.