What to do if your luggage is lost or damaged?

Travelling can be exciting, but there are few things more annoying than arriving at your destination and finding that your luggage has been lost or damaged. Fortunately, as a passenger, you have clear rights when it comes to lost or damaged baggage. In this blog post, we explain what you should do immediately, what claims you have and how best to proceed in order to receive compensation.

Immediate action in the event of lost luggage?

If your baggage does not appear on the baggage carousel at your destination, you should act quickly:

1. Report at the airport: Go immediately to the airline's baggage counter or lost-and-found service. There you must submit a loss report, the so-called Property Irregularity Report (PIR). This is crucial in order to officially document the loss and to be able to assert your claims..
2. Provide details: Provide as much information as possible, including the colour and brand of your suitcase and any identifying marks. Keep the baggage tags you received at check-in, as these are important for tracking purposes.
3. Provide contact information: Make sure you provide a telephone number or e-mail address where you can be reached so that the airline can contact you as soon as your baggage is found.

Rights in the event of delayed or lost baggage

If your baggage arrives late or is not found at all, you have the right to compensation:

1. 1. Replacement purchases for delayed baggage: If your baggage is delayed and you are forced to buy replacement items such as clothing or hygiene products, you can claim the costs back from the airline. Be sure to keep all receipts and submit them together with your claim. Airlines must reimburse these costs, but reasonable limits apply.
      
      
   2. Compensation for permanent loss: If your baggage has still not been found after 21 days, it is considered lost. According to the Montreal Convention, you are entitled to compensation of up to 1,288 Special Drawing Rights (SDRs), which corresponds to around 1,600 euros (as of 2024). The exact amount depends on the value of the baggage and its contents, which you must prove to the airline.
      
      

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Claims for damaged baggage?

1. Report immediately: If you discover that your baggage has been damaged, report this immediately at the airport. As with lost baggage, you must complete a damage report, also a PIR.
2. Entitlement to repair or replacement: Depending on the damage, the airline may offer you a repair or a replacement suitcase. You also have the right to financial compensation if the suitcase cannot be repaired.
3. Observe deadlines: You must report the damage to the airline in writing within seven days of receiving the baggage. If you miss this deadline, it could be more difficult to enforce your claims.

The conclusion:

Lost or damaged baggage is annoying, but there are clear regulations that protect your rights as a passenger. It is important that you act quickly, keep all documents and receipts and submit your claims on time. This will increase your chances of receiving appropriate compensation.

Ready to get your compensation?