It has been nine days since my bag arrived empty. I would like to know how you plan to close this.

We have opened a claim. The value depends on the weight limit, not on what you actually bought.

I understand the rule. What I do not accept is that the rule was never explained to me when I paid for the extra bag.

That part I cannot argue with. The person at the desk should have told you the limit.

Inside the bag were two items I could not replace here, and I have already spent money that I can document.

Then let us do it in two parts: the standard payment by weight, and a separate request for the documented excess.

How long does the second part usually take?

Six weeks, and it may be refused. I would rather tell you that now than promise you something I cannot give.

I appreciate the honesty. Please start both parts today.