An individual flew with an airline to a destination in Europe. When undertaking their return flight, the individual encountered a situation when their luggage was misplaced. After reporting the issue at the airport, they received a missing luggage slip that contained the name of a different individual but correctly listed the details of their missing luggage.

The individual promptly raised their concerns with the airline, seeking a resolution to ensure their luggage was properly tracked and identified. However, despite the customer’s efforts, the airline was unable to provide a satisfactory resolution, and refused to issue a new ticket reflecting their correct name on the luggage slip. This lack of resolution prompted the individual to escalate the matter further by filing a complaint with the DPC.

In response, the DPC liaised with the airline’s DPO to address the issue of the recording of incorrect personal data. The DPC emphasised the importance of accurate data handling and the implications of data errors on customer experiences. Through this intervention, the DPO worked swiftly to rectify the situation, ensuring that the individual received an updated luggage slip that included their correct name.

This updated slip was crucial for this individual as it allowed them to file a claim with their insurance provider for the lost luggage. The case highlights the importance of effective data management practices and serves as a reminder for organisations to prioritise accurate record-keeping and responsive customer service, especially in situations involving personal belongings.