Lost baggage – how best to claim

[Dawn]

Our bag has been delayed/lost for 12 days so far from our British Airways flight LHR – PHX on 2nd September 2025.
After 8 calls so far to BA as no updates have been forthcoming, it now appears that our bag is lost. However, we have to wait for 21 days in total in order for the bag to be declared lost.

BA told us to ‘buy the essentials’. Essentials is a relative concept when travelling – as we are on a pickleball and golf holiday, I had to buy shoes, sandals, my husband had no clothes etc.

We rang our insurance company who have opened two claims – 1. general 2. Medical (for prescription drugs etc).

My question is – what is the best way for us to claim? Via BA? Via our insurance company? Both?

Anyone had any experience like this before? Thank you

[JDB]

@Dawn – your insurers will require you to claim from BA first before they will assess your claim. ‘Essentials’ is intended to be flexible and relative to your specific trip. BA should eg if golf clubs lost cover the cost of hire.