I think it would be something in their fine print. They are only offering compensation of $15 per kilo, and if your luggage was worth any more, it should have been insured. Actually, now that I think of it, this should have been covered in his travel insurance, that every travel agent makes you buy when booking overseas travel. I'll have to ask him about that one. Depending on the fine print of the policy, it should cover lost luggage up to its value, rather than a set price per kilo like the airline is offering.