Call Kurtis: If An Airline Loses My Bags, Am I Owed Compensation?

A Grass Valley couple celebrated their 54th anniversary in Europe and North Africa last summer, but the airline lost their bags, causing them to cut their trip short.

When they couldn't get their expenses covered, it was time to call Kurtis.

For four days, they say they were struck with the clothes on their backs. They had to go out and buy new stuff. But they say the airline refused to help.

"Four days without makeup? Oh, I was really hot," said Loralee Redfern.

Loralee and Robert Redfern planned a trip of a lifetime to see the world. It may be Robert's last chance. He's going blind.

"The doctors say they can't do anything for me," said Robert.

First touring Europe and North Africa, once they returned to the States, they planned to drive from Miami to Washington, D.C. then New York City, where Robert plotted to surprise Loralee with a happy anniversary message on a marquee in Times Square.

"I didn't tell her that they were going to do that. When we drove up, she was going to see her name on the marquee," said Robert.

But the surprise would never happen. Air Berlin lost all five of their bags.

Robert and Loralee say the airline told them they had to wait in Miami for the bags to show up and refused to forward them.

"We don't have anything. No clothes, no medication," said Robert.

It took four days for the bags to be found.

The couple then drove straight home to California. And they say they couldn't get Air Berlin to cover the cost of their hotel, new clothes and medications or a hotel deposit they lost in New York City.

We know federal law requires airlines pay up to "$3,300 for each passenger" for expenses caused by the "disappearance of, damage to, or delay in delivery" of baggage.

"Air Berlin was despicable to tell these passengers to wait for the luggage when they should've taken care of it and forwarded it. There was no excuse for what they did," said travel attorney Al Anolik.

Air Berlin couldn't explain to us why they refused to forward the Redferns' luggage to the couple so they could continue their trip.

After we got involved, they apologized for the inconvenience, wiring the couple $977.70 to cover their expenses.

If Robert's vision can hold on, they hope to someday return to New York City to see their names in the bright lights of Times Square.

"He's special to me and I want to do something more, especially for our 55th anniversary. It's coming up," said Loralee.

The Department of Transportation says there's no law requiring airlines to forward your luggage or that passengers wait for them.

But airlines can still be liable for paying any additional expenses caused by your delayed baggage.

And if airlines aren't following the rules, the Department of Transportation has the power to fine them.

Even though Air Berlin is an international airline, it must still follow U.S. laws if its plane touches U.S. soil. If the bags were lost strictly in Europe, the rules are different. We're told they'd have to cover up to around $1,500. That amount fluctuates based on exchange rates.