WINAIR

Dismal Performance of Win-Air and Air France - Formal Escalation Regarding Lost Baggage

I am writing to formally escalate a severe and ongoing issue regarding the total loss of my checked baggage and the subsequent, highly unprofessional lack of assistance, communication, and compensation from Air France and Winair. Despite my repeated attempts to resolve this matter directly with the airlines over the past two months, their performance has been lacklustre, dismissive, and entirely unsatisfactory. I am turning to your organization to expose these failures and demand accountability. My name is Terri-Lynne ****croft. On April 4, 2026, I travelled from Tortola, British Virgin Islands (EIS) to Athens, Greece (ATH) via Saint Martin (SXM) and Paris (CDG). The flight was operated by Winair and Air France, and the itinerary was booked through Trade Winds. Winair experienced a significant delay on the first leg of my journey, forcing my connecting flights to Paris and Athens to be rescheduled. Despite the rescheduling, my checked baggage was never transferred. Winair staff informed me the bag did not arrive in Saint Martin, and Air France staff in Paris confirmed it was still missing upon my arrival there. A missing baggage report was filed immediately under reference number SXMWM14485. I travelled to Greece to begin professional employment. The lost baggage contained essential tools, clothing, and personal items critical for my work. The deprivation of these items has caused severe professional disruption, financial distress, and immense personal inconvenience. For over two months, both airlines have failed to locate the bag or provide proactive communication. Winair claims the bag was forwarded to Paris, while Air France and the handling agents in Athens (Goldair Handling) remain unable to locate it. I have received no offers of interim relief, no compensation for essential items, and no formal proposal for baggage loss settlement until a recent, inadequate response from Winair that merely offered a settlement form after 62 days of silence. Under international aviation law, specifically the Montreal Convention of 1999 (to which France and the Netherlands are signatories), the carrier is strictly liable for the destruction, loss, or delay of checked baggage. Furthermore, if checked baggage has not arrived within 21 days, it is legally classified as "lost," entitling the passenger to enforce their rights to maximum compensation, limited to 1,288 Special Drawing Rights (SDR), which is approximately USD 1,725 or EUR 1,600 . My baggage has been missing for over 60 days—nearly triple the statutory limit. The airlines are in clear violation of their obligations to provide timely resolution and compensation. I am requesting that your organization expose this matter, and hopefully I will get a satisfactory response from Air France and Winair for their gross negligence. All I want is my luggage or the immediate processing of the maximum baggage loss compensation under the Montreal Convention. Furthermore, I demand full reimbur*****t for interim essential purchases made due to their delay, and a formal investigation into the systemic communication and operational failures demonstrated by these airlines. I can provide the full email correspondence detailing my attempts to resolve this issue and the airlines' inadequate responses, should you wish to investigate the authenticity of this matter. I look forward to any intervention you can offer. Sincerely, Terri-Lynne ****croft Email: tl******* WhatsApp: +***8