Damaged and Missing Baggage | European Consumer Centers Network (2023)

If you arrive at the airport and notice your baggage was damaged or destroyed during transport, you can request reimbursement from the carrier for the cost of your suitcase and damaged goods. To do so, you should write to the company within 7 days after you have received your suitcase and provide a maximum of elements related to the goods that were damaged during transport (pictures of the damaged goods, purchase invoices, and so on).

The airline has to compensate you up to approximately €1,600 per passenger (according to the Montreal Convention).

• If yourdamage is less than €1,600, you will only be entitled to reimbursement for the amount of your loss.
• If your damage is more than €1,600, you will only be entitled to a compensation equal to this maximum.

Nothing prevents you from subsequently taking legal action under the law of your country of residence, e.g. to get additional compensation.

Delayed baggage is not present when you disembark the planebut is delivered to you within 21 days.

Baggage is considered lost when the carrier admits to having lost your checked baggage or when your baggage is not delivered to you within 21 days after your arrival.

If you have to buy basic necessity products (hygiene products such as toiletries and underwear) while your baggage is missing, you have the legal right to claim reimbursement from the airline. Make sure you keep all receipts and invoices. You will need them to request a reimbursement.

Did your baggage get lost during a return flight? The airline will not reimburse the products you are likely to have at home. It will only reimburse missing products you need to purchase because they are essential to you (medicines, personal effects, and — if applicable — items you need for a specific event), provided you present supporting documents.

The airline has to compensate you up to approximately €1,600 per passenger (Montreal Convention).

• If the value of your missing baggage is less than €1,600, you will only be entitled to reimbursement for the amount of your loss.
• If the value of yourmissing baggage is more than €1,600, you will only be entitled to a compensation equal to this maximum.

Nothing prevents you from subsequently taking legal action under the law of your country of residence, e.g. to get additional compensation.

If you want to claim compensation for missing baggage, we recommend that you do the following:

• Keep all your travel documents: boarding passes, checked baggage receipts, and baggage tag.
• Complete a Property Irregularity report (PIR) at the airport and ask for a copy for yourself.
• Let the airline company know in writing that your baggage has not been found within 7 days after you have arrived. If you file a report, you will be given a case reference number, which you can use to try to track your baggage.
• If you incur additional costs because you need to buy essential items, make sure you keep all receipts. When filing a claim, you can add these receipts so the airline company can reimburse your additional expenses.

• Make your claim known to the airline within 7 days. Attach a copy of the PIR form, boarding pass, baggage receipt, receipts of any purchases you have had to make, and purchase receipts of the items in your baggage. If necessary, report it to the tour operator or travel agent and/or the insurance company with which you have taken out travel insurance.
  
• Wait for the airline company’s response and proposed solution. Does it fail to respond within 1-2 weeks? Or are you unable to resolve the dispute, and are you dealing with an EU airline company? Wait for the airline company’s response and proposal. Does it fail to respond? Or are you unable to resolve the dispute, and are you dealing with a non-Dutch airline company? In those cases, contact your national European Consumer Centre. Our legal specialists will check if your claim falls under the European rules for compensation and if you are eligible for (financial) compensation. Should your claim be justified, we will help you resolve the complaint. The European Consumer Centre’s services are provided free of charge.

Be aware that in the case of lost baggage, airline companies will not replace personal effects on a new-for-old basis? — they usually take wear and tear into account and reimburse an amount equal to the current (reduced) value.

The company has to reimburse you for the amount of necessary expenses you can prove to have incurred — up to approximately €1,600 per passenger (Montreal Convention).

• If yourdamage is less than €1,600, you will only be entitled to reimbursement for the amount of your loss.
• If your damage is more than €1,600, you will only be entitled to a compensation equal to this maximum.

Nothing prevents you from subsequently taking legal action under the law of your country of residence, e.g. to get additional compensation.

If your baggage has gone missing, the airline has 21 days to find it and deliver it to you. If you get your baggage back within 21 days, you can still claim compensation for delayed baggage. If you don’t, you can file a lost baggage claim.

Most airline companies follow these deadlines, but you should always check with the airline company in question which deadlines it adheres to.