BAGGAGE

Baggage incidents

Has your baggage been delayed or damaged? Find out what to do and how to submit your request.

What should you do if there is a problem with your baggage?

  • If your baggage does not arrive on the carousel or has been damaged, go to the Lost & Found / Baggage desk before leaving the arrivals area.
  • The staff will register the incident and provide you with a Property Irregularity Report (PIR).
Keep your PIR. You will need it for us to process your request. If you notice any damage, make sure you report it before leaving the arrivals area.

Before submitting your request

Please keep the following in mind:

  • For damaged baggage, you have 7 days from the date your baggage is returned to you to submit a written claim.
  • For delayed baggage, you have 21 days from the date your baggage is made available to you to submit a written claim.
  • Scratches, stains, minor dents or damage to handles and wheels caused by normal use of the baggage are not considered eligible for compensation.
  • Dangerous, fragile, perishable or valuable items, such as cash, jewellery, computers, personal electronic devices or important documents, should not be packed in checked baggage.

Send us your request

If you already have your PIR, complete this short form with the details of the incident and we will review your case.

 

Track your baggage

If your baggage has been delayed, we will do everything we can to locate it and return it to you as soon as possible.

  • During the first 5 days, contact the Lost Baggage office at the airport where you reported the incident and received your PIR.
  • From day 6 onwards, you can contact our Baggage Claims Department to continue tracking your baggage.