After retrieving your baggage from the baggage conveyor belt, we advise you check the tag to make sure it is indeed your baggage as baggage swaps are extremely common, and also examine the suitcase so you can observe and report any damage.
Any baggage irregularity should be notified immediately to the Lost Luggage desk located in the transit/ arrivals area. The Lost& Found agent will register a Property Irregularity Report (PIR) and provide you with a copy. This document is crucial for any baggage irregularity claim so you need to make sure you get it before leaving the baggage pick-up area.
We will not process claims for irregularities that were not reported upon arrival (without PIR).
For damaged baggage you will need to make an official claim using the contact form on our website (form available here) in up to 7 days from the PIR registration. You will also need to arrange the repair of your baggage in a specialised shop.
For effective communication and handling of the claim we advise you to provide the following information/documents in the initial request:
- Copy of PIR
- Copy of baggage tag
- Receipt for the repair or confirmation baggage is beyond repair
- Copy of boarding pass
- Booking code
If you don`t have the receipt from the repair shop you can register the request with the available documents and revert once you have all the information. It`s important you file the initial request in time (in up to 7 days from PIR registration). You can update it later if necessary. If you have the baggage purchase receipt you can provide that also.
In case of internal damage that is difficult to observe you can file a claim without PIR but no later than 24 hours after landing. This refers to internal or structural damage that might be noticeable only after opening or removing the contents of the baggage. This exception will not be made if you voluntarily left the baggage claim area without registering an irregularity report even if the damage was clearly visible.
In this case you will need to provide clear proof (pictures/video) that the baggage has internal or structural damage. If you make a claim for structural damage, without a PIR, but present evidence of a baggage that also has external damage, we will not accept the claim as this means you voluntarily left the airport without registering the PIR.
After the file is complete our representatives will provide compensation based on the complexity of the damage.
Lost or delayed baggage claims must be submitted through our contact form (form available here) in up to 21 days from the PIR registration.
The claim should be accompanied by the following documents:
- Copy of PIR
- Copy of baggage tag
- Copy of boarding pass
- Booking code
For delayed baggage we recommend you keep and provide all purchase receipts for necessary personal items while your baggage was delayed.
Our representatives will analyse your case and provide you with fair compensation in accordance with the type of irregularity.