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Claim for lost or damaged baggage
How to claim compensation if we lose or damage your baggage.
This page tells you how to make a claim for compensation if we lose or damage your check in baggage while it's in our care.
It's essential you tell our baggage services agents at the airport. They will give you a Property Irregularity Report (PIR). If our staff are not by the baggage belt you’ll find them at a service desk within the baggage hall area.
As with all other international carriers, our liability regarding lost baggage is strictly limited, so you should explore your travel insurance options first. Contact your insurers and ask them for a claim form. They will probably need to see a copy of the PIR. If they need any other documentation from us you can request it in an email to firstname.lastname@example.org.
Reporting the incident to our staff in the baggage hall or elsewhere does not alone constitute notification of a claim. You must also notify us in writing, using the lost or damaged baggage claim forms below.
On this page you'll find out:
Our ground staff in the baggage hall will assess the damage and in some airports try to settle your claim immediately by arranging a replacement bag (if your bag is no longer useable) or repair.
If you wish to make a claim with us for damaged baggage, you must notify us in writing, using our damaged baggage claim form below, within seven days of getting the baggage back.
Note: We are unable to accept claims for cosmetic or minor damage to baggage, for example scuff marks, ripped labels and dents that do not affect the structure of the bag. This is general wear and tear that occurs during the normal handling of bags at each airport , or even inside the containers during the flight.
If your baggage does not appear on the baggage belt, we will do our best to track it down and return it to you as quickly as possible. Find out more about this process on our delayed baggage page.
It rarely happens but if we haven't been able to locate your baggage after 21 days, we will declare it ‘irretrievably lost’ and you can make a claim.
To make a claim for irretrievably lost checked baggage you should send us a completed claim using the form below.
Where to send your completed form
UK residents and non US residents, 1 of 2
US residents only, 2 of 2
Our liability regarding lost or damaged baggage is strictly limited in accordance with the Montreal Convention. Please take a look at our Conditions of Carriage for more information. Due to these limits of liability, we strongly recommend that passengers take out their own insurance.
All baggage claims must be substantiated by documented proof of purchase, including the date and purchase price. Depreciation will be deducted at our discretion.
We regret that we cannot accept liability for damage and/or loss of articles contained in baggage deemed to be over packed, unsuitably packed and/or protected, already damaged and/or those not suitable as checked baggage, for example carrier bags or paper boxes.