Prof Michael Jones writes
On July 24, my wife and I stayed overnight at the Fairmont Hotel in Vancouver before embarking on an Alaskan cruise. On arrival at the hotel we were given written instructions by our tour operator, Noble Caledonia, to leave our bags in our room when we checked out the following morning. These would be collected by the hotel porters who would store them for the day. Later, they would be delivered to the coach loading zone in time for passengers to identify their bags before they were loaded on to the coach.
We left five bags in our room for collection (I have written confirmation from the hotel that this was the case). However, only four bags arrived at the coach loading zone.
I reported the missing bag to hotel staff. A search was made, but no bag was found. It was never recovered, so I reported the matter to Vancouver police and obtained a crime report number.
I have an annual travel insurance policy as part of my Black account with the Royal Bank of Scotland (RBS), so I contacted RBS travel claims on my return to register the loss of the padlocked soft bag.
• Insurance for lost luggage
RBS sent a written response saying it was unable to consider my claim because the policy wording said RBS did not cover “baggage that you have left unattended unless it has been stolen from your locked personal accommodation, a safe or safety deposit box or motor vehicle”. The letter went on to say that as my bag was unattended while in hotel storage, there was no cover in place.
This is deeply concerning. Often on escorted tours we are asked to put our bags outside our rooms to be collected. Does this action also invalidate my insurance cover?
My claim is for £579. How can I appeal against this decision?
Gill Charlton, consumer expert, replies
I agree that this makes the baggage section of the policy almost worthless on holidays where luggage porterage is standard. I asked RBS to review its decision. It has now contacted you to apologise for its original stance and confirmed that the claim will be paid – as long as you are able to provide the proofs of purchase required.
• The best travel insurance policies
“We decided to refund the customer in this case as there was no choice for them but to leave their bags as directed,” said a spokesman for RBS. “We appreciate that on trips such as cruises and coach tours it is common for customers to be told to leave their bags outside their room for collection and we would cover the loss in those circumstances. In other circumstances, we would look at each case on an individual basis.”
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About Gill Charlton
Gill is the author of our beginner's guides to India and Burma. She is also an expert on Cornwall and consumer issues, especially legal disputes.
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