On February 26, I got on bus 223 from Canillejas. I kept my luggage in the lower compartment. Luggage contains a digital camera, medicines, clothes and shoes. At 00:16 I got off the bus at the Puerta de Madrid - Alcalá de Henares stop. I was trying to open the lower compartment to retrieve my hand luggage from the green rigid suitcase. The door latch didn't open, so I kept pulling it hurriedly.Without success, the bus started. The driver didn't realize that I was still standing next to the bus, next to the compartment, on the road. I tried to knock on the door, but it was too weak for the driver to hear me. A passenger on the sidewalk tried to get the driver's attention, but the bus was moving away at full speed.I took note of the time and place to report the incident. I immediately called the hotline that appeared at the bus stop, but the employee didn't speak English. When I got home, I went to the ALSA website and reported the incident. On February 27, ALSA acknowledged receipt of the email, initiated the investigation and will communicate whether or not the lost objects have been found. The following 3 days, with the help of Spanish-speaking friends, more follow-up calls were made, but no progress was made. On the morning of March 3, ALSA sent an email saying that they have not found the luggage. They will begin to process the insurance claim as long as it complies with the required documents, including the police report. On March 7, I sent the required documents (original ticket of the reference service, copy of the ID, police report indicating what happened and clear detail of the contents of my luggage). I asked for a refund of €1,770.65. On March 13, both ALSA and Howden Iberia reached an agreement to agree that they can only refund me 13% of my requested amount according to the assessment of the insurance expert. On March 19, I rejected the offer and attached a breakdown of the receipts for the items. I reiterated that I tried to recover my luggage at the bus stop but without checking it again, the driver continued with his route moving the bus while I was still on the street next door, which was reckless and dangerous. If I didn't move out of the situation, I could have been injured.My luggage would not have been lost if the driver had given me more time to open the compartment with the defective door handle.
