The airline loses their luggage and ends up returning it to them broken: this family's incredible hassle on vacation

La compagnie Air France a perdu les bagages d’une famille. MAXPPP – XAVIER DE FENOYL

During a trip to Germany, a family's suitcases were lost by the airline, before being found, then returned in a pitiful condition.

Kévin, his wife and their 19-month-old twins live in Lamentin, Martinique. In October 2023, they flew together for the first time to Germany to celebrate the birthday of Kévin's brother who lives in Hamburg. But on arrival: no luggage.

"We find ourselves with children who have no clothes, no diaper, no milk, so we have to buy everything.& nbsp;In addition, it's October, it's 4 degrees, for children who have never seen snow or cold”, says Kévin on RMC is committed to you.

1 400 euros total bill

The luggage ended up arriving the day before their return flight. Kévin had to go pick them up by himself in a hangar of a delivery company in the suburbs of Hamburg. He discovered his personal belongings in a deplorable state.

This family's incredible struggle has begun: "Three suitcases out of four are broken. The stroller, which we bought specifically for the occasion, no longer rolls straight. It was our children's first vacation, it spoiled the stay a little for us, for them, and for my brother, whose birthday it wase& ;rdquo;, laments the husband on RMC.

Administrative war

Kévin had to provide a certain number of documents to Air France: certificate of non-repairability of the stroller, drawn up by a professional, original invoices for the suitcases, proof of expenses on site. In November 2023, the company agreed to reimburse part of the costs incurred, i.e. 1,110 euros.

Since then, the family has had no news from the company. It is impossible to have more information. For the latter, this incident would be due to "a problem with the supporting documents".