Companies must respond within 5 days to the theft report / Web
Along with the arrival of the season, this year a worrisome scourge appeared: the loss or theft of luggage at bus terminals, a modality until now more associated with airports.
During the last days, several cases were reported in the Retiro terminal, in the federal capital, but it is not the only point that sparks concern among service users and authorities. According to data that was released in these hours, there are also complaints about intrusion of this type in the stations of several Buenos Aires cities and other provinces.
Before the table, the National Commission for Transport Regulation (CNRT), of the Ministry of Transport, disseminated information on the procedure for complaints for lost luggage.
Keep ticket and ticket
As indicated, in these cases, the passenger must keep the ticket and the ticket that was delivered at the time of dispatching the luggage (tag) and make the claim to the company within 24 hours of the end of the trip.
In turn, the complaint must be made to the CNRT through the portal control.cnrt.gob.ar or by calling 0800-333-0300, where it is monitored by the Quality and Service Provision Management in charge of Katherina Stickel.
As specified by the national agency, the company has five calendar days to respond to the claim (Art. 6 inc. D of Res. ST No. 47/95).
Throughout the entire period of the process, this documentation must be kept until the luggage is returned in perfect condition or until the company compensates the amount provided by the regulations, it was indicated.
In the case in which the company does not offer a satisfactory response after that period, the CNRT must intervene in second instance and order the company to compensate the person making the claim.
About one hundred thousand pesos
The amount foreseen for January, February and March 2023 is $93,254.56 (Res. ST 47/95 and its amending Res. 212/2002).
So far this year, 24 complaints have been registered for this reason and are being processed, the National Commission detailed.
In Retiro (Buenos Aires) 11 were registered, Rosario 4, Santa Fe 2, Puerto Madryn (Chubut) 1, San Nicolás de los Arroyos 1, Bahía Blanca 1, Miramar 1, Corrientes 1, Río Cuarto (Córdoba) 1, Terminal Dellepiane (Buenos Aires) 1.
Among the queries associated with the dispatch and processing of baggage claims, the agency indicated that it is repeated if there is any limitation regarding the objects that can be dispatched as baggage.
Thus, from the agency it was noted that “only luggage of up to 15 kilograms in weight can be dispatched; Any surplus will be charged.
However, it was recommended to avoid the transfer by this route of fragile objects. Electronic devices appear in this segment.
This, based on the fact that the luggage is conditioned in the hold of the vehicle in a closed package. Thus, “it is not certain that precautions are taken to avoid damage to objects of these characteristics,” the Commission indicated in the context of the alarm situation that has been generated in recent weeks, at the request of complaints from users who had the bad drink at the beginning of the holidays.
