We have returned from Russia 4 days ago (Moscow-St.Petersburg-Prague).
After we've arrived to Prague, we learned that our luggage didn't come in our airplane and was lost.
Today we've received information from our airline company (CSA Czech Airlines), that our luggage was stopped by customs for clearance (though they didn't tell us about that, when we were getting into plane). So now they propose us to buy another ticket at our own expenses to St. Petersburg to come and take our luggage, because they are not responsible for what customs do, they say.
They also refuse to give us a compensation so we could buy some basic stuff (because we have permanent residence in Czech Republic).
Who is responsible for this situation?
- Aeroflot airlines (who took the luggage)?
- CSA airlines (who didn't bring the luggage)?
- Airport in St. Petersburg who holds the luggage at that moment?
Is it really true, that if customs stops the luggage we should go for it at our own expenses?
Is there any international laws that says, that it is our right to receive compensation for buying temporary basic stuff that we need?